CUSTOMER CARE
FREQUENTLY ASKED QUESTIONS
Last Updated on February 29, 2018
SHOPPING
How can I request more information regarding a specific piece?
If the information that you are looking for about an item is not included in the description on our website, you can submit a request through email or on the phone. We will do our best to accommodate your request as soon as possible, usually within the same day.
Do you offer wholesale or quantity discounts?
We offer a Volume Based Pricing by Tiers to all our customers as well as wholesale pricing for qualified customers on our Wholesale website.
Do you accept international orders?
We do gladly accept international orders. International orders will be subject to additional verification of billing address, bank, and bank phone number. Please allow 2-3 business days for international order verification to be completed. For faster processing, we recommend that you check out with a verified PayPal account.
What is your back-order policy?
We keep a large inventory in our southern California warehouse; however, sometimes back orders are unavoidable and it might sometimes take 8-12 weeks to replace depleted inventory. If we don’t have the inventory to ship your order complete within 4 business days of order placement we’ll contact you to discuss options.
Those options may include(the choice will be yours!):
- replacing the item with an equal or greater quality item
- shipping what we have in stock and back ordering the rest
- shipping what we have in stock and canceling the rest
- canceling the order all together.
How can i cancel or change my order?
You may change or cancel an order by contacting us at (909) 468-0799. Please have your order number available when calling. Please note once an order begins processing, it can be canceled within 1 business day. After that time, an order can’t be canceled but may be returned within 14 day return period for a refund, credit, or exchange.
Can I change my delivery address?
If you just placed your order, please e-mail us with your order number and request the delivery address update. Once your order status is “Processing”, we have a tiny window in which we can make the change. Please keep in mind that once an order has been placed and is in process, there is a small chance we may not be able to update the delivery address. Thank you for understanding!
What are the delivery charges?
We have multiple shipping options for your convenience and shipping charges will be notified to you at the time of your purchase. We also offer Free Shipping on orders $50 and above. Find detailed information here.
PAYMENT
What forms of payment do you accept?
Currently, we accept MasterCard, Visa, American Express, Discover, PayPal, and PayPal Credit. We can also accept personal check, money order, cashier’s check and bank to bank wire transfer(pls. contact us for further details).
Are my online credit card transactions secure?
Yes. All online transactions are handled with an industry-standard 128-bit SSL encryption. Please refer to our Terms & Conditions for details.
When is my credit card charged?
Your credit card will be charged at the time of order.
Do you charge sales tax?
We are required by law to collect and submit sales tax in states in which we have a physical presence.. Sales tax will be charged for all orders shipped to California.
How do I use my promo code?
Enter your code at the checkout, exactly as it appears. Please note that your promo code may have a minimum spend , this can be found in the T&Cs of the promotion.
SHIPPING
What shipping methods are available?
We provide several options to choose from. In the U.S. you can choose from U.S. Priority Mail, U.S Express Mail, FedEx Ground, and FedEx Overnight. For international orders, you can choose from International Global Priority, International Global Express, or FedEx International. For more information on shipping methods, costs, and processing time, please go to the Shipping & Delivery page. IMPORTANT: FedEx will not deliver to a P.O. Box !
How quickly will my items arrive?
Most orders received by 11:00 am PST (subject to stock and availability) will ship the same day otherwise will leave our warehouse within 1-3 day. The final delivery date is determined by the shipping method selected at checkout. Orders are processed Monday through Friday. Backordered, special orders, and 3rd party shipment items are excluded from same day order processing and shipping. We recommend you visiting our Shipping & Delivery page for more information.
How can i track my order?
To track your package, log in to your account to view your order history. Click the “Order” tab on your Account page to view your order status. If your package has shipped, a tracking number will be provided to you.
MISCELLANEOUS
Do you make custom orders?
Yes, we are able to take custom orders . Please visit our wholesale website for further assistance.
Why can’t I find an item that i had found before on your website?
If you can’t find a particular item that you had found before on our website, that means it has been most likely discontinued. Items are usually discontinued because of availability or quality issues, so we will probably not be carrying the item anytime soon.
Do you have a printed catalog?
Yes, we do have a Printable Catalog. You can also download our PDF catalog on our wholesale website.
How are orders packaged?
Each piece is displayed in a carded jewelry bag or pouch. The jewelry is further wrapped within the secure packaging to guarantee the safety of your purchase in transport.
If I am purchasing a gift for someone else, will they know how much I paid?
No. Only the billing address will receive an invoice with the prices on it. A packing slip without the prices will be sent with an order being shipped to a different address other than the billing address.
Do you offer gift messages or gift wrapping?
Unfortunately, we currently don’t offer such services.
Do you offer ring sizing or engraving?
If you do not find the size you need and would like the ring sized to fit, we recommend you consult with your local jeweler for resizing options. You can also have a ring guard placed inside of the band to secure it in place. We do not offer engraving options.