We would prefer not to even have to include this page on our web site but our Lawyers insist we do. We will try to make this as easy as possible. Actually, it might even be fun. ENJOY and remember, THINK PINK.
DELIVERY GUARANTEED
Gemstone and Jewelry Orders are all shipped by Federal Express, Fully Insured, and require an adult's signature upon receipt. If you require special delivery services, or if Federal Express does not deliver to your address or area, please tell us this at the time you place your order and we will find an alternative method of shipping to you. We charge one flat $24 fee for all shipping and insurance. We track each shipment until it is received and signed for. If you receive a box that has visible signs of DAMAGE or TAMPERING, make sure you have the delivery person fill out a damage report and NOTIFY US IMMEDIATELY. This usually goes rather smoothly so don't worry, but please read this all thoroughly first. Please make sure you see the additional comments below.
SATISFACTION GUARANTEED
All items and products featured on our website "PinkEmerald.com", carry our Full Customer Satisfaction, Money-Back Guarantee. We want you to be completely happy with your purchase, so if you are not absolutely pleased with any item, within Ten (10) days of receipt, simply return the item(s) for a full-refund. Please see additional comments below for additional details regarding this refund policy.
Guarantee In General
Our "Full Customer Satisfaction, Money-Back Guarantee" applies to all gemstones that we sell. This means we guarantee that our gemstones and diamonds are the type and quality we disclosed. We want you to be happy and we will make every reasonable effort to insure that is the case.
Exempt Items
We DO NOT guarantee 1) items such as Custom Made items, Special Orders, Sale items, Estate Items, or As-Is items that are noted as such on a written invoice to the customer; and/or 2) any merchandise that has been damaged, or appears to have been altered, or it appears to be a different item than was originally sent to you, and/or does not match our photographic image in our records, and/or does not match our description of the item.
PAYMENT OPTIONS
We accept Visa, Mastercard, American Express, Discover Credit Cards, and PayPal. Personal Check; Company Check; Certified Cashier's Check; Money Order; Bank Wire. Payment in full is required before we send your order. COD ORDERS WILL NOT BE ACCEPTED! (Bank Wire is a protection for all parties and almost instantaneous, but only accepted on orders over $1,000.00 Call in your order and we will give you the Wire Transfer Information and Federal Routing Numbers. A personal or company check can delay your order anywhere from 10 - 20 days while the check clears the bank).
ONLINE SECURITY
All online credit card purchases are protected within a Secure (SSL) Server, encrypted by a Thawte Certificate, and we process all transactions through AuthorizeNet. PayPal is also offered as an option. PayPal security is entirely the responsibility of PayPal. Credit card fraud protection is the responsibility of AuthorizeNet, and all disputes regarding your credit card should be directed to them or your own credit card company. The Pink Emerald Company does not store credit card numbers in our data base.
DELIVERY CHARGES
Shipping & Handling charges within the United States are a flat $24. If Federal Express does not deliver to your area please call us FIRST at toll free 1-800-833-GEMS or International calls to 828 264-2793 or FAX 828 264-2430.
SAFE DELIVERY GUARANTEE CONDITIONS
Gem and Jewelry Orders are shipped by Federal Express (or United Parcel Service Blue Label upon request) and require an adult's signature upon receipt. We track each shipment until it is received and signed for. Packages accepted and/or signed for by a doorman or building representative are considered delivered, and therefore liabilities will rest between you and the individual that accepted and/or signed for your parcel, not with The Pink Emerald Company. Our liabilities for safe delivery guaranteed will cease and you assume the liability for any shipment after we have confirmation it was delivered and/or accepted and/or signed for.
1. We highly recommend you check with FedEx to make sure you DO NOT have a "Signature Release" on file. Our liability terminates once the package is confirmed delivered, and this includes packages left at an address because the recipient has such a "signature release" on file. Please note that a "signature release" is not specific to one shipment and can remain on a particular address for up to ten (10) years. This means if you or anyone in your household ever told your FedEx driver it was ok to leave a shipment at your door without a signature, you gave him a "signature release" that is still on file, and you must to call 1-800-GO-FEDEX and cancel your "signature release" that is on file for our Safe Delivery Guarantee to be valid.
2. Gem and Jewelry Orders under $500.00 are shipped by FedEx 3-Day Express, Fully Insured and are also tracked until delivered. The same rules as noted above apply for our Safe Delivery Guarantee to be valid.
3. Orders shipped by United Parcel Service ( by special request) also require an adult's signature upon receipt and the same basic rules as noted above apply for our Safe Delivery Guarantee to be valid, except you need to call 1-800-SHIP-UPS to cancel your "signature release" that may be on file for our Safe Delivery Guarantee to be valid.
JEWELRY
Most of our jewelry is custom made and sized to your specifications. We can custom manufacture almost any setting you may want, or modify most settings in our online catalog with a different diamond or gemstone, other than the stone described and pictured, and the price will be adjusted accordingly. In other words, if you see a setting you love, but want a different gemstone, we will give you a firm price and make it to your specifications. Or, if you have a photo of a setting you love, we will give you a price and make it to your specifications with the gemstone(s) of your choice. When you place an order for a piece of jewelry with our gemstones, we prefer to ship the gemstone for your approval prior to filling the setting order. After you view and approve the gem, and we receive your approval to proceed on your jewelry order, we will arrange to have the stone shipped back and then do the setting work for you. If you give us authorization to build a piece of jewelry for you without previewing the gemstone first, we require payment in full on the entire order when the order is placed, then we will ship the finished piece to you when it is completed. We do not accept returns on custom made or altered jewelry after receiving your approval to proceed. Our jeweler is a Master Jeweler with over 20 years experience in building jewelry of all types and styles, and is qualified and is experienced in setting the finest gemstones, however, we cannot be held responsible for damage to gemstone that you may supply for our use in setting, re-cutting or re-polishing your jewelry. Don't let this scare you. Remember, we are committed to trying to find a way to make you happy. Unless you are very unreasonable, we probably will make you very happy. "Pickey" is ok. We are that way ourselves.
DIAMONDS AND GEMSTONES
1. We DO NOT guarantee that a diamond or gemstone, after the date of delivery, will not chip, break, scratch, or fracture, and as a result become loose and/or fall out. No stone, including a diamond, can be guaranteed not to break, chip, scratch, or fracture. We strongly suggest insuring your jewelry with a homeowners type insurance policy that will pay for loss and/or damage to jewelry, should this occur.
2. If you send us your diamond or gemstone(s), for any reason, YOU MUST GET AN AUTHORIZATION TO DO SO AHEAD OF TIME. We will treat the item with the greatest care possible and maintain safe storage when the item is not undergoing inspection and/or work, however, we can not be held responsible for any damage to, or loss of any customer owned diamonds or gemstones. If we receive a diamond and/or gemstone that is damaged, chipped, broken, or has large inclusions or imperfections, we will inform the customer and we may require a written acknowledgment on the condition of these items before proceeding with any repair or installation work.
REFUND AND EXCHANGE POLICY
We will give a full refund on any stock item in our online catalog only when said item is returned within the time period and according to our Return Shipping and Insurance Policy, and as long as it was not damaged and/or altered from it's original condition, less the shipping/handling charge noted on the invoice, and a processing fee if applicable (see below).
We will NOT give a refund for any returned item that was returned without first obtaining a Return Authorization according to out Return Requirements as outlined above, or if return is postmarked after Ten (10) days of your receipt of the item(s).
In some cases we may give a full or partial in-house store credit toward the purchase of a higher priced item. If we do, we will require you return the item within two (2) days of obtaining the return authorization, and the store credit must be used within thirty (30) days of our receipt of the return.
We will NOT exchange, alter, or give a refund for any Custom Made item, Special Order, Sale item, Estate Item, or As-Is item. Due to their nature, all sales are considered Final.
Processing Fees
3.5% of the invoiced amount is charged as a processing fee on returns involving credit card sales, in addition to the shipping/handling charge noted on the invoice when you request a return authorization within the Ten (10) day inspection period.
$25.00 is charged as a processing fee on bank wire sales, in addition to the shipping/handling charge noted on the invoice.
We do not charge a processing fee on returns involving bank draft, check, or money order.
Once your return is received it will be reviewed by our Quality Assurance department. You will receive notification regarding acceptance or denial of your return or exchange within five days from the time we receive it.
I'm sure you can understand that any unauthorized, improperly packaged, or non-insured packages will be returned to sender. Items that show signs of wear or have been, resized, engraved, altered, or damaged in any way cannot be accepted for return.
For questions regarding purchases from outside the United States, please call The Pink Emerald Company directly at 800-833-GEMS.
RETURN PROCEDURE REQUIREMENTS
To return merchandise, you must :
1. First call us for Return Authorization within Ten (10) days of receipt.
2. Returns must be postmarked within the same ten (10) days of date of receipt, OR, postmarked the same day you call us for Return Authorization, whichever comes first.
3. Secure items in the container in the same method as sent.
4. Include a copy of your original invoice, and your instructions for replacement or refund.
5. We strongly recommend - FULLY INSURED U.S. POSTAL REGISTERED MAIL ONLY!
We reserve the right to charge a 15%-25% minimum restocking fee on :
1. any returned merchandise that has the original gem or jewelry presentation box, storage bag, or special tag damaged, changed, or removed;
2. any merchandise that was accompanied by a gem and/or jewelry report and the report is missing, damaged, or altered;
3. any merchandise returned without first obtaining a Return Authorization during the Ten (10) day inspection period.
Just be careful and this will not apply to you.
Liability for the Safe Return of any merchandise is your responsibility Please make sure you ship using Our Recommended Shipper and please obtain insurance that covers loose gemstones and have your parcel FULLY INSURED for the total amount on our invoice. If you return any merchandise and we do not receive the parcel, or if we receive the parcel but the merchandise shows signs of damage in any way, we will not honor your refund request (we will contact you so you can file a claim with your shipper).
Also, If you return any merchandise, and we receive it, and it appears to have any type of damage, or it appears to be in an altered condition, or it appears to be a different item than was originally sent to you, or it does not match our photographic image, or it does not match our description of the item, we will not honor your refund and will return your merchandise to you.
WE STRONGLY RECOMMEND YOU SHIP U.S. POSTAL REGISTERED MAIL ONLY! for the safe return of your authorized returns (Since the Anthrax scare, the USPS is using a "sterilization process" to decontaminate all US Mail except Registered Mail, and their sterilization process may cause damage to Gems and/or Jewelry, so if you ship by any other method without our express permission you are assuming all risk. If you cannot ship via US Postal Registered Mail Call 1 800 833-GEMS for alternate shipping recommendations.)
If you return unmounted, loose gemstones or diamonds via FedEx or UPS or other shippers please make sure you have your own insurance coverage, since loose gems are not insurable with FedEx and UPS and some other shippers (their fine print excludes their liability on loose gems over $100 value) and we are not liable for the Safe Return of any merchandise, it is your responsibility. We can ship Federal Express to you because we insure the shipments under a different insurance policy that is only available to members of the gemstone trade. It is very expensive and unfortunately can NOT be transferred or extended to our clients.
Now that wasn't too bad was it?
Remember, "Think Pink".
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