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Shipping & Delivery
Where do you ship from?
All our products are proudly made and shipped directly from the USA.
What are your shipping options?
We offer Standard Shipping for all orders within the United States, with Priority Shipping available as an upgrade on some products.
How long does shipping take?
Our standard shipping times for orders within the U.S. are 2-5 days, excluding Sundays. Priority Shipping takes 1-2 days excluding Sundays.
Please note that these shipping times are in addition to our production time, which is typically 2-4 days. Each piece is made to order by hand, and production time may extend during holidays and busier seasons.
Do you offer international shipping?
Currently, we only ship within the United States.
What carriers do you use?
- For USA orders, we use UPS to the local depot, with USPS as the last-mile partner.
- For USA Priority orders, we use FedEx to the local depot, with USPS as the last-mile partner.
"Last-mile partner" means that FedEx/UPS will transport the package to their depot closest to you. From there, USPS will pick up the package and deliver it to your door.
Do you ship to P.O. Boxes?
Yes, we do, but please note that Priority Shipping via FedEx will not deliver to P.O. boxes.
How much will it cost to ship my order?
Our shipping costs are automatically calculated at checkout and vary based on your products and location. Great news though, we offer FREE shipping for all US orders over $80!
Tracking Your Order
How can I track my order?
Once your order has been shipped, you will receive an email with a tracking number and a link to follow the delivery journey of your package.
My tracking page is blank. What's going on?
Your tracking page might take up to 48 hours to update. Your package goes through a four-step process: Pre-transit, In Transit, Out For Delivery, and Delivered.
We'll send you email notifications as your order progresses, so you always know exactly where your package is.
The tracking shows "Delivered," but I haven't received my package. What should I do?
USPS sometimes updates a shipment as "Delivered" prematurely, so kindly wait up to 24 hours.
If your package still doesn't show up, check with your neighbors or your local post office.
If you still can't locate it, please contact our Customer Support Team, and we'll be glad to assist.
If you opted for Package Protection at checkout, you're eligible for a single replacement in such cases. Learn more about Package Protection below.
Can I change the delivery address after my order has shipped?
Unfortunately, once your order has been processed and shipped, we cannot change the delivery address.
(OPTIONAL SERVICE - NOT APPLICABLE ON ALL PRODUCTS)
Package Protection
What is Package Protection?
Package Protection is an optional feature you can add to your order, offering you peace of mind by allowing for a single remake if your package is marked as 'Delivered' but you haven't received it.
How does Package Protection work?
If you've included Package Protection in your order and your item is marked as delivered but you did not receive it, you are eligible for a single replacement of the same item.
Note that this covers replacement, not a refund.
When can I file a Package Protection claim?
You can file a claim starting 2 business days after your package is marked as delivered up to 15 days from the delivery date as per the tracking information.
How do I opt for Package Protection?
You can add Package Protection to your cart before completing your order. It is an optional feature designed for your peace of mind.
Returns & Exchanges
What's your return and exchange policy?
Our products are custom-made for each order, so we can only accept returns or exchanges for items that are faulty or damaged. Please contact our Support Team within 15 business days of receiving your order if you encounter any issues.
How do I initiate a return or request a replacement?
To begin the process, contact our Customer Support Team within 15 business days of receiving your order, providing your order number and visual evidence (video or photo) of the issue. If a remake is needed, please include a shipping address.
Keep in mind, reshipping fees may apply for orders returned to sender due to incorrect addresses.
What's covered under Package Protection?
Package Protection offers you the peace of mind of a single replacement for packages marked as delivered but not received.
Claims can be made 2 business days after the delivery date and no later than 15 days from that date.
What are the limitations for returns?
Returns or remakes can't be made for low-quality photos uploaded or typographical errors in personalized items. Sale items are final and cannot be returned or exchanged unless they are defective or damaged.
Order Issues & Remakes
Circumstances for Remake
- Damaged Components: If any part of your order (item, attachment, or box) arrives damaged, we'll only resend the affected part. For example, if the chain is damaged, we'll send you a new chain.
- Incorrect Items: If the item or design you received is incorrect, please provide our Support Team with a video of the product and the package it came in. Without this evidence, remake requests will be denied.
- Delayed in Transit: If your order is stuck in transit for an unreasonable amount of time, we'll investigate and determine if a remake is warranted. Delays at customs (Canada) or during busy periods are usually not considered unreasonable.
Additional Remake Terms
- Damage Claims: The item must show as delivered, and claims must be made within 15 business days of delivery.
- Tarnished Items: Please follow our care instructions to avoid tarnishing. Remake claims for tarnished products may be denied if proper care instructions weren't followed.
- Lost in Transit: Orders that show no movement for 30 days from the date shipped can be reviewed for a possible one-time remake.
Order Modifications / Cancellations
Can I modify or cancel my order?
You have a 2-hour window after placing your order to contact our Support Team for any modifications or cancellations. This window allows for changes before the production process begins, which is generally within 2-4 days after you place the order.
Please note that each piece is custom-made to order, so production times may vary, especially during busy seasons and holidays.
What should I do if I entered the wrong shipping address?
If you notice an error in your shipping address, contact our Support Team immediately within the 2-hour window.
Please note, reshipping fees may apply for orders returned due to incorrect addresses.
I forgot to apply a promo code. Can it still be added?
Unfortunately, we can't apply promo codes retroactively. Ensure you apply any available promo codes during the checkout process.
Ordering & Payment
How do I place an order?
Browse our collections to your heart's content, pick the items that catch your eye, and add them to your cart. When you're set, proceed to checkout to finalize your purchase.
What payment methods do you accept?
We accept payments via Visa, Mastercard, American Express, JCB, Discover, and Diners Club debit and credit cards.
You can also opt for Paypal, Apple Pay, or Google Pay for a swift and secure checkout.
Is my card information secure on your website?
Absolutely. We prioritize your security and privacy. All card transactions are encrypted using advanced Secure Socket Layer Technology (SSL) coupled with AES-256 encryption protocols. Additionally, our ecommerce platform is hosted on Shopify Inc., a platform renowned for its rigorous data security standards. Your financial information remains strictly confidential and secure.
Do you offer any discounts or promo codes?
Certainly! Stay in the loop with our frequent promotions and special offers by subscribing to our newsletter.
Do I have to create an account to order?
No account, no problem. We offer a guest checkout option. But having an account can streamline your future purchases and keep you updated on our latest offers.
My payment was declined/rejected. What should I do?
If your payment didn't go through, feel free to try again. If the issue persists, you might want to consider switching to a different card or opting for an alternative payment method like Paypal or Apple Pay.
Product Care & Materials
• Materials
All our creations are crafted from 316L Surgical Grade Stainless Steel. For those looking for a little extra sparkle, we offer Gold finish options. Our 14K products are plated with Rhodium, while the 18K line features real 18K yellow gold.
We employ a high-quality electroplating process, ensuring a long-lasting finish. And don't worry, we steer clear of paper or stickers for our designs; a durable, glossy coating does the job!
• Allergies
Low reactivity is the name of the game with our 316L stainless steel, which contains minimal nickel.
Concerned about allergies?
Opt for our 14K or 18K Gold finishes—these are generally non-reactive and safe for sensitive skin.
• Care Advice
- Water Resistant: Feel free to wear our jewelry in the shower or pool. Just make sure to dry it off afterward.
- Cleaning: A simple mix of soap and water can clean most tarnishes. Always dry with a soft cloth.
- Storage: Ensure the item is fully dry before storing, and keep it separate from other jewelry to prevent tarnishing.
- Wearing: To prolong the life of your jewelry, avoid chemical exposure and take extra care in environments where your jewelry could get knocked.
Disclaimers
⚠️ Color Disclaimer
Please note, actual colors may vary due to differences in computer monitor displays and mobile phone screens. We do our best to make our photos as accurate as possible, but we can't guarantee that what you see on your monitor is an exact color match with the product.
⚠️ Product Variation
Since each piece is hand-made to order, slight variations may occur, making each item a unique masterpiece. We believe these variations add to the charm of our products.
⚠️ Material Safety
We use high-quality materials for all our products, but it's always a good idea to perform a skin test if you have known allergies to metals or other materials.
(Please check the relevant section about "Allergies" above).
⚠️ Image Rights
Any customer-submitted photos displayed on our website or used in our marketing materials are done so with the permission of the individual.
Still have questions?
If you didn't find the answers you were looking for in our FAQs, feel free to reach out to us using the contact form below.
We usually respond within 12 hours on weekdays and within 24 hours on weekends.