Please use your phone in
portrait mode to navigate.

Menu
Search

Frequently Asked Questions

01

nz?

If you are a returning customer, click the ‘Sign In’ tab located on the top of the screen, and enter your email address and password. If you are a new customer, click the ‘Sign In’ tab, and create an account by following the instructions provided.



02

What do I do if my password doesn't work?

In the ‘My Account’ page, click on “I forgot my password”, located underneath the sign in. This will open a new window, where you’ll be asked for your email address. Enter your email, and we’ll send you a new temporary password. Follow the instructions on the email to log in with this temporary password, and how to create a new one.

03

How do I change my password?

Sign into jansport.co.nz, and click the ‘My Account’ tab located at the top of the screen. Once you’re in the ‘My Account’ section, you will be able to make any updates, or changes, to your account.

04

How do I update my account information, including changes to my home or email address?

Sign into jansport.co.nz, and click the ‘My Account’ tab located at the top of the screen. Once you’re in the My Account section, you will be able to update your payment information.

05

How do I update my payment information in my account?

Sign into jansport.co.nz, and click the ‘My Account’ tab located at the top of your screen. Once you’re in the ‘My Account’ section, you will be able to update your payment information.

06

nz accept?

We accept Visa and MasterCard. Debit cards with a Visa or MasterCard logo are also accepted.

07

nz?

Yes, debit cards with a Visa or MasterCard logo are accepted.

08

Can I send my order to a different address than the billing address?

Yes, orders can be sent to a different New Zealand address than the billing address. After you enter your billing address during checkout, you’ll have the option to enter a delivery address (different than billing address).

09

How long will my order take to arrive?

We make the best effort to process orders within (something) business days.

10

How do I track my order?

When an order is sent, we’ll update your account to show the tracking number(s) for an order, and send you an email with tracking information. Using the tracking number(s) provided, you can either click on the tracking number itself or enter the tracking number(s) into the selected courier’s website.

11

What is JanSport’s Warranty Policy?

Guaranteed for Life.

JanSport engineers quality, durable, and reliable products. So, if your pack ever breaks down, simply return it to (somewhere). We'll fix it or if we can't we'll replace it or refund it. We stand by our packs for a lifetime, and since we've been making packs since 1967, that's a guarantee you can stand by.

To read the complete warranty policy and how to submit your pack, please see our JanSport warranty page.

12

What does “lifetime guarantee” mean?

Our products are warranted for your lifetime, for specific guidelines on repair or replacement please visit our warranty page.

13

Will my JanSport product be repaired or replaced?

If your JanSport bag is in need of repair, our first option will be to repair the item, free of charge. If the product is not repairable, or if the cost of repairing the item exceeds the cost of a new one, we will replace it.