Jenny Craig Customer Care: A Practical, Up-to-Date Guide (2025)

What changed since 2023?

Jenny Craig, founded in 1983, historically operated hundreds of in-person weight-management centers across North America. In May 2023, the company closed its U.S. and Canadian corporate-owned locations after failing to secure financing, ending walk‑in customer service at physical centers. The brand was subsequently acquired and relaunched as an online, direct‑to‑consumer model.

As of 2024–2025, Jenny Craig operates primarily through its website with home delivery of meals and virtual coaching. That shift also moved customer care to digital channels: website support forms, email, in‑account messaging, and limited phone assistance published on the official site. If you previously used a local center, note that local phone numbers and storefronts in the U.S./Canada are no longer active for customer service.

How to contact Jenny Craig customer care (U.S./Canada)

The current, authoritative source for support is the official website: jennycraig.com. From there, use the site’s Help/Contact area or your account dashboard (for order-specific questions, tracking, billing, and coaching). Contact options can vary by time of day and by the type of issue (orders vs. coaching vs. account access), so start with the pathway that matches your need.

• Website: jennycraig.com — Navigate to Help/Contact or log in to your account to open a ticket tied to a specific order. This is the most reliable way to include order numbers and photos.
• Order confirmation email: Reply to your most recent order confirmation so the support team automatically sees your order ID, ship date, and address.
• In‑account chat or messaging: If available in your dashboard, this typically yields the fastest routing to the right team (orders, billing, or coaching).
• Coaching: Schedule, reschedule, or message your coach through the portal so notes and prior recommendations carry over to support.
• Social media: You can request a handoff via the verified “Jenny Craig” profiles, but for privacy and speed, the team will direct you back to secure channels (website or email).

Precaution: Phone numbers and service hours can change. To avoid outdated listings on third‑party sites, use only the phone or chat options posted on jennycraig.com/contact (or inside your account). For Australia/New Zealand, support is separate; see the regional note below.

Service hours, response times, and what to expect

Customer care operates on standard U.S. business days, with posted hours shown on the Contact page. Most general inquiries receive a response within 24–48 business hours. Peak times are Mondays and the day after a major promotion ends; if your inquiry is urgent (melted shipment, wrong address, duplicate charge), use the website’s order‑linked form and include photos so triage can happen without a back‑and‑forth.

Coaching sessions are scheduled appointments. If you miss a session, you can usually reschedule through the portal; late‑cancellation windows and no‑show policies are listed in your appointment confirmation. For time‑sensitive order edits (address changes, cancellations), act before the warehouse cut‑off shown in your account—once an order is “Processing” or “Shipped,” support may be limited to carrier intercepts or partial refunds depending on the item type.

Managing your account, billing, and subscriptions

You can update payment methods, shipping addresses, and autoship frequency in your account dashboard. If you’re on a recurring plan, note the next charge date and the edit deadline (commonly 24–72 hours before the next shipment is packed). Changing an address after the cut‑off risks delivery to the old address; use a carrier intercept if available and confirm any fees beforehand.

For billing issues, keep your order numbers, timestamps, and the last four digits of the charged card. If a promotional price did not apply, capture a screenshot of the offer terms (dates, plan eligibility, new/returning customer rules). Refunds to the original payment method typically post in 3–10 business days after approval, depending on your bank. If a card was lost or replaced, you may need to provide updated details to receive a credit.

Orders, shipping, and food safety

Jenny Craig ships ready‑to‑heat or shelf‑stable items to your home. Frozen items are typically packed with dry ice and delivered by common carriers; most continental U.S. deliveries arrive in 2–5 business days from ship date (weather and holidays can extend this). Frozen shipments generally cannot go to P.O. boxes; use a physical address and track delivery to bring items inside promptly.

For food safety, unpack immediately. Per FDA guidance, keep perishable foods at or below 40°F (4°C). If a package arrives warm, partially melted, or significantly delayed, photograph the outer box, packing materials, dry ice remnants, and internal temperature if you have a food thermometer. Submit the photos within 24 hours of delivery so customer care can evaluate replacements or credits. Do not consume items that have been above 40°F for more than 2 hours.

Returns, refunds, and guarantees

Because most products are perishable, returns are generally not accepted. When quality or carrier issues occur (damaged, spoiled, missing items), Jenny Craig typically resolves them via replacement shipments or partial credits rather than requesting a return. Always report issues promptly—ideally within 24–48 hours of delivery—with photos and your order ID.

If you cancel an order before it ships, you should receive a full refund. After shipment, options depend on carrier status and item type (frozen vs. shelf‑stable). Refunds, when approved, usually post within 3–10 business days. If you cannot resolve a charge after documented attempts, contact your card issuer within their dispute window (commonly 60 days in the U.S.) and provide your support thread, timestamps, and evidence.

Coaching and program support

Under the current virtual model, coaching is delivered remotely. You can request scheduling changes and submit questions through your account so your coach has your meal plan, preferences, and weight‑tracking data in one place. If you have medical conditions or are taking prescription weight‑loss medications, ask for escalation to a registered dietitian or clinician‑reviewed resources; the support team can provide general guidance but cannot replace care from your own healthcare provider.

Weight‑loss pacing is typically aligned with mainstream guidance of about 1–2 lb (0.45–0.9 kg) per week. Calorie targets generally vary by height, weight, sex, activity level, and plan type; many adults will fall between roughly 1,200–1,600 kcal/day on structured plans. Use coaching to fine‑tune portions, hydration, fiber, and protein timing, and to adapt the plan during travel or holidays.

Privacy, security, and accessibility

Customer care will ask only for information necessary to verify your account and resolve the issue. Do not send full card numbers or sensitive medical details over unsecured channels. For U.S. customers, privacy rights (such as access or deletion requests under state laws like CCPA/CPRA) can be initiated via the website’s privacy link; identity verification may be required before Jenny Craig can act on your request.

For accessibility, request accommodations if you use assistive technologies (screen readers, keyboard navigation) or need alternate coaching formats (captioned video, transcript). If a page or form is not accessible, notify support with the page URL, browser, and assistive tool you’re using so the team can route the issue to engineering.

Outside the U.S./Canada (Australia/New Zealand)

This guide focuses on U.S./Canada. In Australia and New Zealand, the brand’s operations and customer care are handled separately. Use the regional site (for example, jennycraig.com.au) for current contact details, hours, and policies that apply locally.

Policies for shipping, returns, and coaching may differ by country due to local carriers, food regulations, and consumer law. Always rely on the contact and policy pages published on your regional site.

When and how to escalate an issue

Most order, billing, and coaching issues resolve quickly when you provide complete documentation. If you need to escalate, outline what you’ve tried, include dates, ticket numbers, and any promised resolution timelines, and request a supervisor review. Clearly state your preferred outcome (replacement, partial credit, cancellation of future shipments) to speed triage.

• Have ready: order number(s), photos of any damage within 24 hours, temperature readings if relevant, the email tied to your account, and screenshots of promotion terms if applicable.
• Know your deadlines: warehouse cut‑offs (often 24–72 hours pre‑ship), carrier claim windows (typically 24–48 hours for damage/temperature issues), card issuer dispute windows (often 60 days), and refund posting times (3–10 business days after approval).

If you still cannot reach resolution, consider a written complaint via the website’s formal channels. For U.S. customers, you may also file a complaint with your state attorney general or the Better Business Bureau (bbb.org). For undelivered goods, remember the FTC’s Mail, Internet, or Telephone Order Merchandise Rule requires shipment within the advertised time (or within 30 days if not specified) or a timely option to cancel for a full refund.

Is it easy to cancel Jenny Craig?

Cancel anytime by calling 1-800-727-8046 or [email protected]. No hassles. Even if the Club Jenny benefits are not used, the customer will still be charged on a recurring basis until the customer cancels their access to Club Jenny.

What are some negatives of the Jenny Craig diet?

Like any diet, Jenny Craig has its pros and cons.

• Pros: It’s convenient. Each meal comes prepackaged, so you don’t have to worry about cooking.
• Cons: It’s expensive.
• You might feel hungry. This is a low-calorie diet, so you might not feel full.

Is Jenny Craig going out of business again?

However, the business declined, and on 4 May 2023, the company announced that it was going out of business after 40 years. It was revived as an e-commerce store by Wellful (the parent company of Nutrisystem) sometime after this announcement in fall 2023. Jenny Craig, Inc.

How do I call Jenny Craig?

Please give us a call at 1-800-536-6922 or use our Live Chat at www.jennycraig.com. We are here to help!