• |
  • MY CART

FREQUENTLY ASKED QUESTIONS


"There are some things that just can't be improved on. Tried and true designs are still the best, and that is what you will find at Jacob Bromwell®." — New Age Mama


Here are the most common questions we’re frequently asked, and the answers too.  If you have a question not listed on this page, feel free to get in touch with us!

PRODUCT QUESTIONS


 

 

Are all Jacob Bromwell® products Made in the USA?

Yes!  If the words "Made in USA" are important to you, Jacob Bromwell® is a name you'll enjoy getting to know. We believe that where a product is made is just as important as the product itself.  At a time when most housewares companies have moved their production offshore, every Jacob Bromwell® product is still handcrafted right here in America, with material sourced domestically.  It's the way we've done it for nearly 200 years.  Click here to learn more about the benefits of buying products that are Made in the USA.



Where do you get your material?

All of our material is sourced domestically - mainly from Indiana and Vermont where our manufacturing facilities are located.  We work with a variety of different premium materials, including steel, stainless steel, tin, aluminum, copper, wood, iron, and leather.

 


Are Jacob Bromwell® products really made to last forever?

Our top priority is to provide products of exceptional quality.  To us this means products that are well-designed with top quality materials, as well as products that can be repaired rather than ending up in landfills. Jacob Bromwell® products are not widely distributed, and this is largely because we focus on creating quality goods rather than mass-marketing.  We stand behind the quality of our products, and all Jacob Bromwell® products are backed by an ironclad Lifetime Guarantee.



Why are Jacob Bromwell® products so expensive?

If you think about it, they're really not. Not all products are created equal, and at Jacob Bromwell®, we design and manufacture the best products money can buy. For example, $84.99 for a flour sifter might seem like a lot. In fact, you’ll have a hard time finding a flour sifter for more than that anywhere in this country, even at the some of the highest end retailers. But all Jacob Bromwell® products are made with the highest quality materials under the strictest American consumer protection and safety laws. The bottom line is, you won't ever have to replace any of our products.  Twenty five years from now, you'll still be using our products in your home, and your grandchildren will be able to count on our Lifetime Guarantee. That's why all of our products are a great value.




Why would I buy a Jacob Bromwell® product when I can purchase a modern equivalent for less money?

You may be able to purchase a modern equivalent for less money.  But when you buy from Jacob Bromwell®, you are not only buying a product - you are buying an experience.  Our products take you on an emotional journey:  away from the madness of modern life and into nostalgia, tradition, respect, and the longing for a simpler era.  Where else can you find a tin cup like the one we still make?  The Jacob Bromwell® brand is all about authenticity and finding joy in the simple, traditional, and genuine American past as an antidote to our over-perfected modern lifestyle.  To us, this means embracing the intrinsic value of our products, despite any of their technical shortcomings.  Many of our products are truly handmade (not machine made), and as such, they are awkward and imperfect - yet 100% authentic and pure.  This is what the Jacob Bromwell® brand stands for and what makes our products so special.  If you value tradition, authenticity, and heirloom-quality goods with timeless appeal, we invite you to become a customer of ours.  We look forward to taking you on a fun-filled journey into history, adventure, and nostalgia that only Jacob Bromwell® can provide.  To learn more about the Jacob Bromwell® story, visit the About Us page.



What is the difference between the Original Popcorn Popper and Healthy Popcorn Popper?

Unlike the Original Popcorn Popper, our Healthy Popcorn Popper requires no oil, leaving you with a low-fat snack.  Both of our popcorn poppers make delicious popcorn, and everyone loves watching the kernels magically transform into fluffy popcorn, whether it’s popped over an open fire or kitchen stovetop.  You may never have experienced popcorn this good!




Is it safe to drink out of your tin cups?

Yes, Jacob Bromwell® tin cups are completely food and beverage safe, lead-free, and FDA approved.  Believe it or not, tin is believed to benefit us in the following ways: it supports hair growth, enhances reflexes, helps decrease depression and fatigue, provides an increase in positive mood and general well-being, supports an increase in energy, aids with skin and digestion problems, and helps decrease headaches, asthma, and insomnia.  Please note that our tin cups do not in any way alter the taste of the liquid content inside the cup.  For more information, please visit the Classic Tin Cup page.



How old is my Jacob Bromwell® flour sifter?

The All-American Flour Sifter is one of the oldest products in our line and dates all the way back to the early 1800s.  Unfortunately, we cannot give a conclusive answer as to the age of your particular flour sifter, as our company has created dozens of versions over the last two decades and the year of production was never included on any of our products.



How old is my Jacob Bromwell® cheese grater?

The World Famous Grater is one of the oldest products in our line and dates all the way back to the early 1800s.  Unfortunately, we cannot give a conclusive answer as to the age of your particular cheese grater, as the year of production was never included on any of our products.



Is my Jacob Bromwell® flour sifter missing a cap on the end of the rod?

Many customers think that their flour sifter is missing a cap on the end of the rod that goes through the body of the sifter, but our flour sifters were actually never made with one.  As a company that prides itself on historical accuracy and authenticity, we have chosen not to add a cap to the end of the rod on the flour sifter in order to keep each sifter true to its original design.



Does Jacob Bromwell® still make the 3-cup flour sifter?

Due to consistently higher demand for our 5-cup flour sifter, the 3-cup flour sifter is no longer in production.  Replacement parts for vintage/antique 3-cup flour sifters are not available.  To learn more about our best-selling, 5-cup All-American Flour Sifter, click here.



How much is my vintage/antique Jacob Bromwell® product worth?

We cannot help in determining the value of your vintage/antique Jacob Bromwell® product.  We suggest using online marketplaces such as eBay.com and Etsy.com as starting points for determining the value of your product.




Do you use lead-free solder in your copper products?

Yes, all of our copper products feature lead-free solder and are 100% food and beverage safe.



Why does the Great American Flask come with a wood stopper and a cork stopper?

Because the historically-correct wood stopper does not always provide the tightest seal, we include a free cork stopper for those who prefer an air-tight seal.  Click here to learn more about our Great American Flask.



Does the Great American Flask come with a chain or rope?

Each Great American Flask features a small hook on the top of the body for an optional chain or rope, which can be tied to the cork or wood stopper.  We do not include a chain or rope with this particular flask, as we have found that many of our customers prefer not to have one, or to use their own chain or rope.  Other versions of our flask, such as the Green Mountain Flask and the Doc Holliday Edition Flask feature a copper chain.  Please note that we do sell a detachable copper chain as an accessory item which can be used on our Great American Flask, should you choose to do so.  More information can be found by visiting our Parts & Accessories page.



Is it possible to retro-fit the screw top from The Vermonter Flask on my Great American Flask?

Unfortunately, we cannot retro-fit the screw top because of the way it is installed.  If you really like your Great American Flask but are experiencing a little seepage on the mouth piece, this can be easily prevented by using a bigger wine cork or a rubber stopper from a local hardware store.




Do you offer engraving on all Jacob Bromwell® products?

Currently, we offer engraving on all of our copper products.  However, other items in our Heritage Collection are not available for engraving through our website.  Please note that any of our products can be engraved once you receive them by a third-party engraving company.



I already own a Jacob Bromwell® copper product and would now like to get it engraved.  Can you engrave my product for me?

Yes, we are able to engrave your copper product, but because the engraving was not performed at the time of manufacturing and production, additional steps and labor hours are involved.  Our engraving price is $200 per item post production.  For assistance with your request, please email sales@jacobbromwell.com.



What font do you use for custom engraved items?

Times New Roman is the standard font we use for all custom engraved items.  If you have a custom font request for your order, please email us at sales@jacobbromwell.com and we will gladly assist you (additional charges will apply).




How can I get scratches out of my copper product?

Copper is a soft and malleable metal and therefore scratches easily.  The good news is that scratches can be removed from copper.  The easiest and quickest way is to simply scrub the surface area with fine steel wool and then use our special-blend Sterling Copper Polish to clean and restore the color and shine on your fine copper products.



I own a Jacob Bromwell® copper product that is defective and needs repairs.  How can I get it fixed?

If you are the owner of a Jacob Bromwell® copper product that is defective and you want it to be repaired, we will gladly honor your repair request.  Please note that only Jacob Bromwell® copper products are eligible for repairs, as these items are 100% handmade and not machine made.  An example of a defective item is a copper flask that leaks through a seam or joint that does not allow it to function as it was designed to function. Slight seepage past a stopper or cork is not considered a defect.  A second example of a defective item is a major scratch or blemish in the copper that does not allow the product to function as it was designed to function.  Minor surface dimpling, waviness, and/or blemishes in copper is completely normal and to be expected.  To repair your Jacob Bromwell® copper product, download and complete the Copper Product Repairs online form.



How do I properly clean my Jacob Bromwell® product?

Proper care is essential to ensure that your Jacob Bromwell® product lasts for generations. Never place your Jacob Bromwell® products in the dishwasher, and always hand wash them with soap and warm water.  To remove rust spots, we recommend that you use steel wool and/or an abrasive sponge and scrub with soap and warm water.  Our specially-formulated Sterling Copper Polish can be used to clean and restore the color and shine on your fine copper products.  Our Bright Stainless Polish is also useful for our stainless steel products and will erase any discoloration and minor scratches caused by everyday use.  Each polish has been formulated by our company and is made exclusively for our products.




I own a vintage/antique Jacob Bromwell® product and it is rusting.  Should I be concerned?  How can I remove the rust?

Many vintage/antique Jacob Bromwell® products are made from tin, and tin can easily form rust spots.  Drinking from a rusted tin cup, or using a rusted flour sifter or rusted cheese grater, is actually 100% safe, despite what most people might think.  If you wish to remove the rust from your Jacob Bromwell® product, we recommend that you use steel wool and/or an abrasive sponge and scrub with soap and warm water.  This method is generally effective at removing minor to moderate rust spots from our products.  In addition, our Bright Stainless Polish is great for our stainless steel products and will erase any discoloration and minor scratches caused by everyday use.  The polish has been formulated by our company and is made exclusively for our products.




Where is Jacob Bromwell® located?

Jacob Bromwell® has been around a long time - 195 years to be exact.  As such, our company has many locations.  Our mailing address and online order fulfillment center are both located in Los Angeles, California, and we operate two manufacturing facilities - one in Indiana and the other in Vermont.




Where are your factories located?

Our company operates two factories - one in Indiana and the other in Vermont.  Our Heritage Collection is made at our manufacturing plant in Indiana, and our Special Edition items are made in small batches at our metal and copper workshop in Vermont.   Although our factories are not open to the general public, we are pleased to offer a behind-the-scenes photo tour which consists of an intimate viewing of factories.  You'll see first hand our factory workers and skilled coppersmiths stamping, bending, forming, plating, machining, organizing, packaging, shipping, and more.  To take our online factory tour, click here.



Where are Jacob Bromwell® products made?

All Jacob Bromwell® products are made at our factories in the USA.  Click here to learn more about the benefits of buying products that are Made in the USA.




Do any Jacob Bromwell® products require batteries?

No.  All Jacob Bromwell® products are non-electric and have virtually no moving parts.



Can you make me a completely unique, custom-made copper product?

Yes.  If you can think of it, then the artisans at Jacob Bromwell® can make it! Create a one-of-a-kind item for a copper wedding anniversary. How about a cool steampunk iPhone case, waste basket, or wine tub?  Our fee starts at $999 and includes consultation, design, engineering, material, and custom made tooling.  Additional charges may apply depending on the size, quantity, and complexity of your project.  For more information, please visit the Custom Copper Creation page.

 


Can I receive instructions for my product?

Actually, most of our products do not come with formal instruction booklets.  Our Original Popcorn Popper, Healthy Popcorn Popper, and Signature Chestnut Roaster are the only items that come with a free instruction and recipe pamphlet, and a hard copy is included with each item we ship.  If you need an additional copy, may download it here.




I lost, or did not receive, the instruction and recipe pamphlet for my popcorn popper and/or chestnut roaster.  Can you send me another copy?

We include a hard copy of our instruction and recipe pamphlet with each Original Popcorn Popper, Healthy Popcorn Popper, and Signature Chestnut Roaster that we ship.  If you need an additional copy, may download it here.




Can I purchase individual replacement parts and/or accessories for my product?

Yes!  We are pleased to offer our customers a wide assortment of genuine Jacob Bromwell® parts and accessories, which promise to keep your products looking brand new for generations.  These items can be viewed on our Parts & Accessories page.




The product I want to order is out of stock.  Can I be put on a waiting list?

We do our best to keep all of our items in stock, but since we handcraft most of our items in small batches, it's not always possible.  If you would like to order a product that is currently listed as out of stock, we suggest that you check back in a 1-3 weeks as it will likely be replenished at that time.  Or, if you prefer to add your name to our waiting list, please email service@jacobbromwell.com.



I am an inventor and would like to speak with someone about manufacturing and/or licensing my product.  Who can I speak with?

Thank you for your interest in working with Jacob Bromwell®!  Jacob Bromwell® does not accept new product and licensing submissions.  We wish you the very best and appreciate your interest.




My nonprofit organization is having a fundraiser/silent auction soon.  Is Jacob Bromwell® interested in donating products to us?

Thank you for your interest in working with Jacob Bromwell®!  We would love to help and support your fundraiser, but at this time we have put a moratorium on all donations of products due to very limited inventory and supplies on hand.  We wish you and your nonprofit the very best.




I run a blog and would like to review and/or host a giveaway of your products.  Are you interested in working with us?

Thank you for your interest in working with Jacob Bromwell®!  Due to limited inventory and supplies on hand, we are very selective about the review and giveaway sites that we work with.  If you would like us to consider your website, please email service@bromwell.com with detailed information about your website, audience, and traffic statistics.  Again, we appreciate your interest.



I have a retail store and would like to carry your products.  Do you sell your items at wholesale pricing?

Thank you for your interest in working with Jacob Bromwell®!  Yes, we do sell our items at wholesale pricing to qualified resellers.  Becoming a Jacob Bromwell® retailer is a selective process.  Each year, we receive hundreds of retailer inquiries, yet we are able to offer our products to only a handful of verified resellers.  We believe that our success in selling our products at wholesale pricing is directly tied to the caliber of each individual retailer.  We are looking for a good fit - and we know our retailers are, too.  To learn more about becoming a Jacob Bromwell® retailer, please visit the Wholesale Information page.




I am interested in ordering a large quantity of drinking cups from Jacob Bromwell®.  Can you provide me with a quote?

Thank you for your interest in working with Jacob Bromwell®!  To receive a quote on a large volume order of drinking cups or other items, please email sales@jacobbromwell.com, and a team member will get back to you with our best pricing.



Why does my Bromwell product have the words "Michigan City" on it?

For nearly a decade, our company operated a manufacturing facility in Michigan City, Indiana.  If you own a vintage Bromwell product, it may have the words "Michigan City" embossed or engraved on it.  In 2010, we moved from our Michigan City location and set up shop in another nearby town in Indiana, and also opened a small plant in Vermont.  Please note that newly-produced Jacob Bromwell® products do not have the words "Michigan City" stamped on them.




Did your company change its name from Bromwell Housewares to Jacob Bromwell®?

Yes.  In 2010, our brand was completely renovated, which included changing our name from Bromwell Housewares to Jacob Bromwell®.  Inspired by our founder's personal story, we developed a rich and authentic brand experience based around the man himself, whose hard-working, inventive, and cheerful character shines through even nearly two centuries later. The new Jacob Bromwell® brand reflects the most important elements of our company's history and paves the way for a promising future. (And yes, our logo is our founder's actual signature!)


PURCHASING QUESTIONS


 

 

What are your customer service hours?

Our customer service department is open 24 hours a day, 7 days a week, and 365 days a year to serve you (even on major holidays).  If you need assistance, please give us a call at 1-800-683-2626 or 310-984-6821.  We look forward to assisting you.



Which retail stores carry Jacob Bromwell® products?

Jacob Bromwell® products are sold by nearly 200 retailers across the United States and around the world.  We are proud of the quality, diversity, and uniqueness of our resellers, and we invite you to find our products at the store nearest you!  To find a Jacob Bromwell® retailer near you, view our store locator.



Does Jacob Bromwell® operate any brick-and-mortar retail stores?

We currently do not operate our own brick-and-mortar retail stores.  All of our products can be viewed and purchased on our retail website.



The product I want to purchase is priced higher on your website than at other retailers.  Why is this?

Unfortunately, we cannot always control how some retailers choose to price our products.  If a reseller if selling a Jacob Bromwell® product for less than we are, we are unable to price match and/or offer discounts to match their prices.  We encourage you to make your purchase where you feel most comfortable.  Please keep in mind that there are many advantages when buying direct from the manufacturer.  When you order directly from Jacob Bromwell®, we guarantee authentic, brand-new, and unused products, and every purchase is backed by our Lifetime Guarantee.



I would like to order a catalog.  Can you please send me one?

We do not offer a paper catalog at this time.  We do have a digital version of our catalog in PDF format which can be viewed here.



I would like to order by phone.  How can I place a phone order?

Jacob Bromwell® offers 24/7 customer service, and our customer service representatives can assist you with anything you may need, from service to sales to general information.  If you would like to place an order, or if you are interested in speaking with a sales representative, please call us toll-free at 1 (800) 683-2626 or local at 1 (310) 984-6821.  We accept all major credit cards, including Visa, MasterCard, Discover, and American Express.  We do not accept money orders, cashier's checks, personal checks, or C.O.D, and we do not allow merchandise to be picked up in person at any of our facilities.



Can I place my order and pay by check, cash, or money order?

No.  We do not accept check, cash, or money orders.  All Jacob Bromwell® orders must be placed using a credit card.  If you prefer, you can speak with one of our friendly customer service representatives and place your order by phone.  Please call us toll-free at 1 (800) 683-2626 or local at 1 (310) 984-6821.  We are available 24/7, and we look forward to assisting you.



I am receiving an AVS mismatch error message when I try to place my order online.  Why is this?

In order for a transaction to successfully process on our website, the billing address and billing zip code that you enter must be a 100% match to the address your issuing card company has on file.  For your security, we have added this layer of protection to our website to protect our customers against credit card fraud.  If you are receiving an AVS mismatch error message, there is a billing address and/or zip code mismatch.  Please double check the information and try again.  If you are still getting an error message, your card may be expired or the card may have no more available credit.  We suggest that you try a different credit card if you have one.  If you need further assistance, please email service@jacobbromwell.com and we will gladly assist you.




Will you send me an order confirmation email after I place my order?

Yes.  As soon as we receive your online order, we will send you a confirmation email with your order and billing information.  We will also send you an email once your order ships, and a final email once we have received notification that your package has been delivered by the shipping carrier.



I just placed my order but I have not received an order confirmation email.  Can you help?

We apologize for the inconvenience.  After we receive an order, we always instantly send an order confirmation email to our customers.  If you have not received an email from us confirming your order, please check your spam and/or junk e-mail folder.  It is also possible that the email address you entered was accidentally misspelled and therefore delivered to a different email address.  If you still cannot locate your order confirmation email, please email service@jacobbromwell.com and we will gladly assist you.




Are Jacob Bromwell® products ever on sale?

Jacob Bromwell® products are never placed on sale.  If you subscribe to our email newsletter, we will send you monthly special offers which typically include discounts during special sales events.  It is free to subscribe and you can opt-out at any time.  We will never rent or sell your contact information to third parties.




Are you currently offering any discount codes and/or military discounts?

Yes!  For a limited time only, we are offering a discount code for 10% off all orders on our website.  Please use discount code JB10 during checkout for a complimentary 10% off your order.



Where do I insert my discount code?

Please insert your discount code in the "Discount Code" field on the Shopping Cart page before you click "Proceed to Checkout".



I am entering the discount code you provided but it is not working.  Why is it not working?

Please make sure that you are not including any extra characters.  An extra character - even an empty space at the beginning of the end of the discount code - will make the entire code unreadable by our system.  Also, be sure to enter the discount code in the "Discount Codes" box on the checkout page of our website.


I tried to place an order using your discount code but it has expired.  Can I still use the discount code to redeem my discount?

With fairness in mind to all of our customers, our company policy is that we are unable to grant extensions on discount codes after they expire.  We apologize for the inconvenience and urge you to wait for the next promotional opportunity.  You can stay informed of special discounts, giveaways, and all-around fun with our company by subscribing to our email newsletters.  Our email newsletters are free to join and full of valuable content and you can opt-out at any time



I placed an order but forgot to enter the discount code.  Can you apply the discount to my order or refund me for the discounted amount?

Unfortunately, we are unable to apply a discount code to an order after it has been placed and cannot offer a refund for the discounted amount.



How is sales tax calculated?

Jacob Bromwell® is required by law to charge applicable state and local sales tax on orders shipped to states where we have a physical presence, which includes the state of Arizona.




I live near one of your factories.  Can I take a tour or visit the factory in person?

Currently, our factories are not open to the general public.  The good news is that we are now offering a behind-the-scenes photo tour which consists of an intimate viewing of our factories in Indiana and Vermont.  You'll see first hand our workers stamping, bending, forming, plating, machining, organizing, packaging, shipping, and more.  To take the virtual tour of our manufacturing facilities, click here.


SHIPPING QUESTIONS


 

 

Where do Jacob Bromwell® products ship from?

All Jacob Bromwell® products ship from our warehouse in Los Angeles, CA, with the exception of custom-engraved copper items, which ship directly from our copper workshop in Vermont.



What are your shipping hours?

Jacob Bromwell® ships orders Monday-Friday from 8 AM to 5 PM PST, and our shipping staff is not available to ship on weekends or national holidays.  All orders are processed and shipped from our warehouse within 1-2 business days after they are received (allow 2-4 weeks for all custom-engraved items).  After your order is processed and shipped, we will send you an email with an estimated arrival date and tracking number so you can track your package. We will also send you an email after we receive confirmation that your package has been delivered.



Are you able to expedite custom engraved items?

Unfortunately, no.  As a small shop, we are unable to expedite orders for custom engraved items.



Do you ship on major holidays?

Although our customer service department is open 24/7, our warehouse is closed in observance of the following national holidays:  Memorial Day, Independence Day, Labor Day, Thanksgiving, Day-After-Thanksgiving Day, Christmas Eve, Christmas Day, and New Year's Day.  Orders placed during these days will ship on the next business day.



What shipping carriers does Jacob Bromwell® use?

We have partnered with UPS, USPS, and FedEx to ship our products to our customers.  We do not ship any of our products via DHL.




Does Jacob Bromwell® ship products worldwide?

Yes, we have partnered with UPS, USPS, and FedEx to ship our products worldwide.  Please note that additional delivery charges, taxes or duties, and/or brokerage fees may be imposed on international orders by the shipping carrier, for which our company cannot control and cannot be held responsible.  We are unable to ship our products to the following carrier-restricted countries:  Burma, Cote d'Ivoire, Democratic Republic of the Congo, Liberia, Lebanon, Sudan, Belarus, Iraq, Zimbabwe, Syria, Cuba, Iran, North Korea, Sierra Leone, Palestinian Territories, and South Sudan.





Why are your shipping rates so high?

Actually, Jacob Bromwell® has volume discounts in place with our shipping carriers and has firm policies in place against up-charging shipping rates.  Our shipping rates are always charged at true cost by the shipping carrier (UPS, USPS, and FedEx) and rates are based on a combination of weight, dimensions, distance.




How long will it take to receive my order?

Standard ground shipments generally arrive within 3-5 business days from receipt of your order.  Second day shipments generally arrive within 2 business days from receipt of your order.  Next day shipments generally arrive on the next business day.  Please understand these are estimates provided to us by our shipping carriers and that our company cannot guarantee that packages will arrive within a certain timeframe.




Can you ship to a PO Box or APO address?

Yes, we can ship to any PO Box or military address worldwide.  Please note that we are unable to ship our products to the following carrier-restricted countries:  Burma, Cote d'Ivoire, Democratic Republic of the Congo, Liberia, Lebanon, Sudan, Belarus, Iraq, Zimbabwe, Syria, Cuba, Iran, North Korea, Sierra Leone, Palestinian Territories, and South Sudan.




I want to place an order but I'm in a hurry to receive the product. Do you offer expedited shipping options?

Yes.  As you go through the checkout process online, our website will present you with various shipping options, from standard ground to overnight shipping.  Our shipping rates always charged at true cost.




What is the price for expedited shipping?

Our website will provide you with an expedited shipping rate based on the product(s) you selected, the quantity of items being shipped, the total weight of the package, and the distance it is being shipped.  Please note that our shipping rates are always charged at true cost.




I already placed my order and need to change the shipping method.  Can you please expedite my order?

Unfortunately, no.  After an order is placed on our website, we cannot change the shipping method. 




Can you ship to multiple addresses from a single order?

Currently, we are set up to only ship to a single address for the same order.  Please place separate orders if you need items to ship to multiple addresses.



Can I change or cancel my order?

Unfortunately, no.  Once an order is submitted, it is immediately sent to our warehouse to be processed so that it will deliver to you as quickly as possible.  The only exception is custom engraved orders, which generally take 2-3 weeks to ship.  We can typically honor small change requests within the first 2-3 days of placing your order, such as a spelling or name change on the engraving.  If you would like to request a change to your custom engraved order, please email service@jacobbromwell.com.  If you would like to change or cancel your order, please wait until you receive your package, and then follow all instructions on our Returns & Exchanges page.




Why is the Shipping Estimate on your website different than the final shipping price I am being charged?

This Shipping Estimate tool on our website is just an estimate and is based only on your billing zip code.  The exact shipping rate charged is likely to change based on the actual shipping address you provide to us during the checkout process.  Once your full address is entered during the checkout process, our website will automatically pull actual shipping rates for your order.



I have not received my order.  Can you let me know the tracking number and the status of my order?

All orders (with the exception of custom-engraved items which take 2-3 weeks to ship) are almost always shipped the same business day they are received.  After your order ships, we will send you an email with an estimated arrival date and tracking number so you can track your package.  We will also send you an email after we receive confirmation that your package has been delivered.  If ample time has passed and you still have not received your order, please email service@jacobbromwell.com and we will gladly assist you.




I tracked my order and the shipping carrier says the package has been delivered, but I have not received it.  Can you help?

We sincerely apologize for the inconvenience.  We send an email to our customers once items ship and include a tracking number in the email, and also send an email after we receive confirmation that your package has been delivered.  If the shipping carrier states your package has been delivered and you still do not have it, we ask that you check with your neighbors to see if they are holding it for you or accidentally received it.  If you still cannot locate your package, please email service@jacobbromwell.com and we will gladly assist you.



I received my package and one or more items is missing from my order.  Can you help?

We sincerely apologize for the inconvenience.  Please email service@jacobbromwell.com and we will gladly assist you with shipping any items to you that are missing from your order.  Please note that if the item missing is a custom-engraved item, it is still being worked on and will ship as soon as it is ready (most custom engraved items take 2-3 weeks before they ship as they are 100% handmade to order).



I ordered a custom engraved item but I have not received it yet.  Where is my item?

As indicated on our product pages, custom engraved items are 100% handmade to order at our Vermont workshop and typically take an additional 2-3 weeks to ship.  We have a small shop and appreciate your patience as we work to create your custom-engraved item from scratch.  If 2-3 weeks has passed and you still have not received your order, please email service@jacobbromwell.com, and we will gladly assist you.


RETURN POLICY/LIFETIME GUARANTEE QUESTIONS


 

 

Can you tell me about your Return Policy?

At Jacob Bromwell®, your satisfaction is always guaranteed.  We know it's sometimes necessary to return, exchange, or repair an item, and we want to make it as easy for you as possible.  Detailed information and instructions on how to return or exchange your product can be found on our Returns & Exchanges page.




I would like to return or exchange my product.  Can you issue me an RMA number?

We know it's sometimes necessary to return or exchange a product, and we want to make it as easy for you as possible.  We do not issue RMA numbers, and per the terms of our Returns & Exchanges policy, shipping charges back to our offices are to be paid for by the buyer and are non-refundable.  Detailed information and instructions on how to return or exchange your product can be found on our Returns & Exchanges page.



Can you tell me more about your Lifetime Guarantee?

Jacob Bromwell® proudly stands behind the quality of workmanship, craftsmanship, and materials in every product we ship.  Our Lifetime Guarantee covers every item for the lifetime of the product, failure of workmanship and craftsmanship, failure of materials, and production defects.  Simply put, our guarantee ensures that every item you purchase from Jacob Bromwell® meets your high standards—or you can return it to us for an exchange or complete refund.  For more information, visit the Lifetime Guarantee page. 



I have a charge on my credit card from your company but I never placed an order.  Can you issue me a refund?

If you have a charge on your credit card from our company but never placed an order with us, you are most likely a victim of credit card fraud.  We apologize for the inconvenience.  Please understand that our company is not at fault, and we are here to help.  Please ship the products back to us using our Product Returns online form.  When we receive your package, we will issue you a complete refund.  Again, we apologize for the trouble and inconvenience, and we look forward to assisting you.



I received a package from your company but I never placed an order.  Can you help me?

If you received a package from our company but did not place an order, please check if there is a gift message included in the box, as many of our products are ordered and sent to others as gifts.  If you are sure the package was not sent to you as a gift, you are most likely a victim of credit card fraud.  We apologize for the inconvenience.  Please understand that our company is not at fault, and we are here to help.  Please ship the products back to us using our Product Returns online form.  When we receive your package, we will issue you a complete refund.  Again, we apologize for the trouble and inconvenience, and we look forward to assisting you.




Can Jacob Bromwell® issue me an RMA (Return Merchandise Authorization) number for my return/exchange?

Jacob Bromwell® does not issue RMA numbers.  Customers are responsible for shipping charges back to us.  For more information, please visit the Returns & Exchanges page.



I own a vintage/antique Jacob Bromwell® product.  Can I return or exchange it for a new one?

Per the terms of our Lifetime Guarantee, vintage/antique Jacob Bromwell® products are not eligible for a free replacement.  Excessive wear and tear is not a failure of materials or workmanship; it is simply the natural course of any well-built product.  If your Jacob Bromwell® product has served you well but is showing a lifetime of normal use, we hope you’ll consider buying a replacement to last another lifetime.  For more information, please visit the Returns & Exchanges page.


SECURITY QUESTIONS


 

 

Is the credit card information I submit on your website secure?

Yes, and we take the security of our customers very seriously. All credit card and personal information is encrypted utilizing Secure Sockets Layer (SSL) server technology before being transmitted over the Internet. All information that you provide during the shopping process is encrypted for your protection and held completely confidential.  Our website is also fully PCI compliant.



What is the credit card verification number?

This number printed on your card provides a safeguard when a purchase is made using your credit card. For Visa, MasterCard and Discover Network, it is the last three digits printed on the back of the card. For American Express, it is the four digits printed above the account number on the front of the card.  If you need additional assistance, please call us toll-free at 1 (800) 683-2626 or local at 1 (310) 984-6821.
 


RATINGS AND REVIEWS QUESTIONS


 

 

How do I submit a rating and review for a product?

On the product page you are viewing, simply click "Write a review about this product" and follow the prompts that are required.  We appreciate and encourage honest customer reviews, even if they are less than flattering.  Please note that in accordance with our Terms of Use, please note that our staff approves all reviews prior to being posted to ensure that the content is family-friendly in language and tone.
 
   
   
   
   

Join the movement

SIGN UP FOR OUR NEWSLETTER
AND SAVE $10 OFF YOUR NEXT PURCHASE