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  • How do I contact JAWS ?
    You want to contact us. Nothing could be simpler. You can reach us by phone at ☎️ +33 6 40 86 33 20 or by email info@jaws-expe.com
  • Do I need to create a customer account to order ?
    Yes. To place an order on the JAWS site, you must first create a customer account. It will allow you to track your order, generate a return if the product you ordered did not suit you and keep your invoices handy.
  • How to create a customer account ?
    To create an account on our JAWS site, click on the "My Account" tab, then "Create your account" You must then fill in your personal information (civility, first name, last name, email, password, date of birth). You will receive a confirmation email when you create your account.
  • How do I reset my password ?
    Forgot your password ? It happens, we can help you! On our login page, click on "Forgot your password", then enter the email address you used when you created your account. You will receive a temporary email link to reset your password.
  • Where are JAWS products developed?
    JAWS makes a point of developing 100% of its products in France. For production, the unavailability of certain raw materials in France does not allow us to produce all of our solutions in France. But we are working on it. For example, our paddles are entirely made in France!
  • Are JAWS products eco-responsible?
    Yes. JAWS equipment is designed with high-quality components for a very long service life. For example, the JAWS Packrafts are completely repairable. We have set up a simple and fast service at your disposal. We also offer a rental service on Packrafts in order to limit the production impacts related to overconsumption. And finally, we promote pre-order marketing to combat overproduction and optimization of raw material consumption.
  • Are JAWS equipment sold near my home?
    Our rescue equipment, canyoning, caving and Packrafts boats are available on our jaws-expe.com website and from specialist distributors. And if you want to distribute the JAWS bags or Packrafts, don’t hesitate to write us at info@jaws-expe.com.
  • Can we test a Packraft boat before we buy it ?
    👍 Yes! For this, 2 solutions. • Rent a JAWS Packraft for a few days. Visit this this page. • Test a JAWS packraft on the water with a guide referenced in your area. Visit this page.
  • Can we rent a Packraft to try?
    ES! We have set up a Packraft boat rental service so you can: • Test JAWS Packrafts • Discover Packrafting Safely • Take a Packraft adventure near you with a Guide. • You are a pro, you want to take customers to Packrafting or Bikerafting without buying the boats at first. 👉 Visit www.jaws-packraft.com 👈
  • What are the steps to order ?
    1. Once you have placed an order on our website, we will send you a confirmation e-mail. Have you not received an e-mail? Remember to check your spam if there was an error in the orientation of your emails! 2. If you have chosen packrafts or canyon, caving or rescue bags from stock, your order is sent to our logistics warehouse. We will take the utmost care to prepare and package it. If you have chosen canyoning equipment, caving or packrafts boats for pre-order, your order is registered. It will be sent to our workshop for production at the end of the pre-order period. We will also take great care to prepare and package it. 3. Your order is then sent to our partner carrier. We will send you a confirmation e-mail with your invoice and tracking number. 4. The carrier will keep you informed of the status of your delivery by SMS or e-mail. 5. Is your order late? To quickly resolve the problem, you can contact the carrier directly. We also remain at your disposal to answer all your questions. 6. Order received. We hope you enjoy your new JAWS outdoor sports equipment.
  • I didn’t receive a confirmation email, is that normal?
    Once your order is accepted, you will receive a confirmation email. Normally this is instantaneous but it can happen that email servers take longer than others. 🚨 Please note that this email may be hidden in your junk mail. We advise you to check your spam. 😇 If after two hours you still haven’t received anything and the message is not in the spam, contact us!
  • I made a mistake placing my order. How can I change it?
    You have just paid and upon receiving your order confirmation, you realize with horror that: • You did not select the correct packraft at the time of your order, • You got the delivery address wrong • Forgot to add paddles to your order • ... Don’t panic. We have the solution, but we have to react quickly before delivery. If we have time, we can simply change the delivery address or cancel your order and refund you in full. Then, you can place a new order by integrating the desired changes! All in all, one package, one delivery for less CO2 👏. And if your order is shipped, you have 14 days to return it. We will refund you in full! For more information on returns, visit this page.
  • What payment methods are accepted?
    We accept the following payment methods: CB, Visa, Mastercard. We make every effort to ensure the confidentiality and security of data transmitted on the web and on the website www.jaws-expe.com. To find out how online payment security is ensured, go to this page.
  • Is the payment secure ?
    To secure payment, we use Stripe, one of the best online payment systems on the market. They ensure the security and recording of the order and the security of the payment. In addition, we use an SSL protocol (encryption of all information related to the card). The 3D Secure verification protocol is also enabled. In most cases, this verification system will send you an SMS or a notification on your bank’s mobile application to validate the payment. In this way, we protect our data and your regulations. The transaction request is initiated at the time you place the order, whether it is a stock purchase or a pre-order. The rest depends on the day of your order and your bank. The delay is usually 1 to 3 days. We accept all cards, namely: Visa, Mastercard, American Express and credit card. We do not offer PayPal payments at this time, as too few of our customers ask us to do so in a survey of them at the pre-launch of the site. If you need us to set up specific payment methods, do not hesitate to tell us on the chat or on the contact page.
  • My payment was refused. How can I do that?
    If your payment was refused, or an error occurred during payment, your order could not be taken into account. Here are some tips: • Check your credit card details • the type of card (Visa, Mastercard, etc.) • your card number • the expiry date • CVV/CVC code • Check if you have received the payment verification text from your bank (3DS / 3D Secure) and the confirmation code to fill in. • The issuer of your card may have refused payment. You can contact your bank to ask them. This may be a limit imposed by your payment limit, or an insufficient balance on your account. • If payment by credit card does not work, we invite you to try with another card or other payment method. We accept payments by CB, Visa and Mastercard. • 😉 You can also contact us. We will find a solution together.
  • How do I access my bills?
    Do you want to get the invoice for your order? It’s very simple. First, log in to the account you placed your order with. Then you can go on your account, then "My Orders". You will find all your orders, as well as the associated invoices that you can download in PDF.
  • What are the delivery times?
    For equipment (Packrafts, bags, descenders) in stock Normally, in metropolitan France, orders are delivered in 4 to 5 working days. For delivery outside the EU, it will take between 10 and 15 days. Find delivery times by country and shipping mode on this page. cette page. For equipment (Packrafts, bags, descenders) pre-order The delivery time is indicated on the product page of pre-order and will be confirmed to you by email.
  • What are the rates and delivery methods?
    We made delivery rates very simple. • It is FREE for delivery in France (excluding DOM TOM). • €20 for delivery in a European Union country. • €59 for delivery to a country outside the EU and DOM TOM We deliver with GLS and DPD carriers. All information about our rates and delivery methods is available on this page cette page.
  • Do you deliver abroad?
    Yes! We deliver to more than 30 countries around the world. The list and shipping rates of the countries we deliver to are available on this page this page. For countries outside the European Union, customs charges may be applied. They are at your expense and will be requested upon delivery of your package by the customs office of the country.
  • I have a problem with my delivery.
    😇 We probably have a solution. You can reach us at info@jaws-expe.com.(mailto:info@jaws-expe.com) Please indicate your order number in your message and the problem encountered.
  • I received a damaged JAWS equipment. What to do?
    You can contact us by email info@jaws-expe.com , indicating: • the order number, • your contact information (name, surname and telephone) • Add at least 5 photos of your damaged product to your email. If the package in which you received your product was also in poor condition then do not hesitate to take a picture of it (this is important for us 😀).
  • How do I request an exchange ?
    Send your request by email to info@jaws-expe.com with your initial order number, last name, first name and phone number. For the return and exchange to be accepted, it is imperative that the product is in new condition in its original packaging. When it comes to a packraft on pre-order, we always provide a little extra stock to allow exchanges on the color. That said, we can not guarantee you 100% to be able to exchange it if the model in question is no longer in stock. As we operate on pre-order, our stocks are limited. To learn more about our return and exchange procedure, please visit this page.
  • How do I request a refund?
    We all have the right to make mistakes or change our minds. You have 14 days to change your mind about your order after receiving the package. Simply follow the procedure detailed on this page cette page. 🤚 Important: for the return and refund to be accepted, the product must be in new condition in its original packaging. Any material, having been unpacked will be considered as used therefore non-refundable.
  • How do you get back from Switzerland?
    If you want to make a return and the package passes through Swiss customs, you will have to make an export declaration indicating: "FOREIGN GOODS IN RETURN". You will need to use your Customs Declaration Number in order to be reimbursed for the customs fees already paid. Here is the link of the Swiss customs with the general conditions to follow for foreign goods in return.conditions générales à suivre pour les marchandises étrangères en retour In concrete terms, this is the step-by-step process: 1. Follow the return procedure on this page 2. You ship packages by informing customs that it is a foreign commodity in return by completing an export declaration 3. Apply to recover your customs fees
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