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FREQUENTLY ASKED QUESTIONS

SHIPPING & PAYMENT INFORMATION

WHEN WILL MY ORDER SHIP?

Most orders are shipped within 1-2 business days, however please allow 3-5 business days for order fulfillment during busy seasons. Your order should arrive 2-3 business days after shipping if ordered by 3:00PM (ET). Please note that 2-3 day orders placed after 3:00PM (ET) on Friday, Saturday, or Sunday will be processed on Monday and should arrive 2-3 business days after shipping.  Saturday, Sunday and holiday delivery is not available.

WILL I HAVE TO PAY INTERNATIONAL TAXES & DUTIES?

Your order may be subject to import duties and taxes, which are levied once a shipment reaches your country. The general amount for the duties and taxes fee is about 20% of the dollar amount of the merchandise. However, this is just a general guideline and may vary depending on the country to which the order was shipped. You should contact your customs office for specific amounts and percentages.

The Stones cannot control and is not responsible for any duties/taxes applied to your package. You will be responsible for paying additional charges for customs clearance. Customs policies vary widely from country to country; please contact your local customs office for further information. Note, in rare occasions custom agents may delay delivery of some packages.

HOW ARE TAXES AND DUTIES CALCULATED?

For Duties Delivered Paid (DDP) Orders: Duties and taxes may be included in the price depending on ship to country. If not included in the price, they may be shown at checkout.

For Duties Delivered Unpaid (DDU) Orders: As the customer, you are liable for all import duties, customs and taxes levied. Payment of these is required to release your order from customs on arrival. 

ORDER INFORMATION & CONCERNS

I NEED TO CHANGE SOMETHING ON MY ORDER. HOW CAN I DO THAT?

If you need to change or cancel your order, please CONTACT US immediately at custservice@TheStonesJewelry.com or 1 (800) 523-0971. Once our warehouse has processed your order, we will be unable to make any changes.

MY ORDER STATUS SAYS "UNFULFILLED". WHAT DOES THAT MEAN?

"Unfulfilled" just means that we successfully received your order! Once your order is shipped, you'll receive a tracking number and your order status will change to "Fulfilled."

IS THERE A WARRANTY?

All products include a free 1 year warranty. Click here for more information.

OTHER INFORMATION

WHAT IS YOUR RETURN/EXCHANGE POLICY?

All products may be returned within a 30 day period in the original packaging with receipt. Click here for more information.

DO YOU HAVE ANY RETAIL LOCATIONS?

We are currently an online only store.