All domestic orders are shipped via USPS. Some international orders are required to ship via UPS, but we will notify you via email prior to shipment if this is the case. Most orders are processed and sent out within 24 hours of receiving them, and all orders are in the mail within 72 hours.
Once your order ships, you will receive a shipping confirmation email, along with a USPS tracking number. Tracking numbers can take up to 24 hours to display tracking information, and estimated delivery times begin once the package has been received in the USPS system.
Depending on item availability, orders will be shipped from either our Philadelphia or Baltimore locations—or in some cases from both. When an order contains items that require shipments from both of our locations, you will receive two separate emails with tracking information as each shipment goes out.
As of October 25, 2021, USPS has indefinitely suspended the guaranteed delivery time frame for Priority Mail Express International service to the following countries: Australia, Canada, China, France, Great Britain, Hong Kong, Israel, Japan, Korea, New Zealand, Singapore, Spain, Sweden, Switzerland, and Thailand. If you are located in an affected country and require an expedited shipping speed please contact us directly at email@example.com to arrange for a shipping quote from an alternate carrier.
Lastly, be aware that orders shipped to countries outside of the United States may be subject to import taxes, customs duties, and fees levied by the destination country. Since customs policies vary from country to country, we encourage you to contact your local customs office for further information.
Returns & Exchanges
Returned jewelry must be unopened and in its original tamper-evident packaging. Body jewelry is a personal item, so we cannot accept any refunds or exchanges on jewelry where packages have been opened. Apparel may be returned in original, unworn condition. We cannot accept returns for aftercare products.
Except in the case of items that arrive damaged or defective, return shipping costs are the responsibility of the buyer. To start the process for a return, contact us at firstname.lastname@example.org.
We guarantee our products and are happy to take returns for any jewelry damaged during the shipping process. Additionally, all of the jewelry that we carry is guaranteed against manufacturer defects. We are happy to send any pieces purchased from our web store back to the manufacturer for repair if need be. If you need help with a repair, contact us at email@example.com.
At this time, our online ordering system is not set up to take special orders. If you are interested in custom ordering a piece of jewelry, email us at firstname.lastname@example.org.
Only half of what I ordered arrived. Where is the rest?
Orders usually ship from either our Philadelphia or Baltimore locations, but in some cases can come from both. In the case of a shipment being split, check for two different shipment confirmation emails with two different tracking numbers.
Tracking information says my package has been delivered but my order isn’t here yet. What’s going on?
Tracking may classify your package as “delivered” anywhere from one to five days before it is physically delivered. If your order has been marked as delivered but you have not received it yet, we ask that you wait five additional days before reaching out to us. We know this is nerve-racking when you’re excited to rock your new jewelry, but the majority of packages with this issue do physically arrive within a couple of days!
When I check tracking information it says “package acceptance pending,” and has for several days. What’s up?
This is likely because USPS has a backlog of packages to scan into their system, not because your package is still in our possession.
My package tracking information has not been updated or says "In Transit, Arriving Late." Can you find out what’s going on?
If your order appears to be lost in transit, significantly delayed, or you are experiencing another delivery issue we recommend first filing a Missing Mail Search Request with USPS. We can absolutely work with you to file a claim with our shipping insurer if USPS is not able to locate your package, but often submitting a request will resolve the issue before that is necessary. Unfortunately, USPS does not give us any more information than is provided in your tracking link, but we’re happy to offer insight based on our shipping experience.