How much does shipping cost?
Standard shipping is $6.99, orders of $60.00 and over ship free, and express shipping is $14.00. Those are the rates the checkout charges, and there is nothing added at the last step.
How long will my order take?
Handling takes 1–3 business days and transit takes a further 3–7 business days. Orders placed before 2 PM Eastern Time are processed the same business day; anything after that cutoff is processed the next business day. Weekends and public holidays are not business days.
Can I return something?
Yes — you have 30 days from the day your order is delivered. The item needs to be unworn, unwashed and in the condition it arrived in, with any tags still attached. Email support@jeanfactoryrochester.com with your order number to start it, and send the item to 333 East Ridge Road, Rochester, NY 14621.
Who pays for return shipping?
You do, except where the error is ours. If we sent the wrong item, or the item arrived faulty or damaged, we cover the return and you are not out of pocket. There is no restocking fee in either case.
How do I exchange for a different size?
Return the pair you have and place a new order for the size you want. That is faster than a held exchange, because the size you need stays available to you rather than waiting in a queue. The refund is issued once the return arrives.
What sizes do you carry?
Denim is sized in US waist and inseam — a 32/32 is a 32-inch waist with a 32-inch inseam. Waists run from 28 through 44 and inseams from 30 through 38, though not every style is cut in every combination. Several styles hold a single inseam across every waist. The Size Guide page explains how to measure.
How do I know which fit to pick?
The fit is named on every product page — skinny, slim, straight, bootcut, stacked, baggy or cargo — and the description says how the leg behaves. Skinny is closest through the thigh and ankle, slim leaves more room while keeping a line, and baggy and cargo cuts are deliberately wide. Stacked styles are cut long so the hem gathers above the shoe.
How quickly do you reply?
Within 3 business days of an email or a message through the contact form. Phone on (585) 254-7080 is faster during opening hours: Mon–Sat 9 AM–9 PM and Sun 10 AM–8 PM, Eastern Time.
Can I buy in the store instead?
Yes. JEAN FACTORY is at 333 East Ridge Road, Rochester, NY 14621. Call ahead if you are making the trip for one particular style, because the shop floor and the website do not always hold exactly the same sizes.