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Customer Service

Order Processing
At The Jewelry Factory, we want you to have a satisfying shopping experience. For your convenience, the following payment options are available: American Express, Visa, Mastercard, Discover and Pay Pal. Prior to shipment, all items are packaged in The Jewelry Factory's signature gift packaging. As soon as you place your order using our easy-to-navigate system, we immediately begin processing it. Because it is immediate, canceling your order is not an option. Most orders are processed and leave our facility in as little as two business days. If for some reason you change your mind after placing an order, we welcome you to take advantage of our 15-day return policy, detailed below.

Shipping
Our preferred carriers are UPS & FedEx, the most reputable shipping companies to deliver your purchase in a timely manner. We deliver to street addresses in the continental United States, Hawaii, and Alaska using private carriers. We use United States Postal Services (USPS) for APO/FPO and P.O. Box destinations.

Security/Insurance Protection
When your order is shipped from our facility, you will receive an email with the tracking information. All packages are fully insured at no additional charge to you and require a signature upon delivery.

Shipping Options
Please note that the shipping times stated below are in addition to the processing time.
You'll be given the option of Ground Service, 2nd or 3rd day and Overnight shipping.
If you have a special date you need the package, please let us know & we'll do our best to be sure you have it in a timely period.

Deliveries to Alaska and Hawaii require additional time in transit.

Questions
For product inquiries or help using the The Jewelry Factory website, please call 818-781-9486.

Returns
The Jewelry Factory stands behind the quality of our products. If, for any reason, you are not satisfied, you may return your purchase in its original, unused, unaltered condition within 15 days of delivery. We will issue a full refund of the purchase price less the cost of shipping and handling. If the item is found to be defective, we will replace it. Please note that custom sized & assembled rings are not eligible for return. Law enforcement, Fire Department & other departmental mini badge jewelry that has been customized with engraving of number or rank are not eligible for return but may be returned for adjustment of finishing details. Any returns that exceed 30 days are subject to a 15% restocking fee. All returns will be processed within seven business days of arrival at our facility.

Please follow the instructions noted below to expedite the return process:
  1. Under Account Administration, click on View Order History, then select the order that contains the item you want to return. Select Print Merchandise Return Form, then follow the instructions to complete it. Be sure to state the reason the item is being returned.
  2. Package the item securely to avoid damage during shipping. Be sure to include original packaging, any owner's manuals you may have received, and the Merchandise Return form that you printed in Step 1. Do not write the word "jewelry” in the address or mark your package in a way that indicates the value of the contents. Address it to The J. Factory, 13400 Saticoy St. #1 North Hollywood, CA 91605.
  3. Ship your package via U.S. Postal Service Registered Mail™, insure it for the total value of the contents, and request a return receipt for confirmation that your shipment arrives at its destination. You are responsible for the shipping costs when returning items for refund.
  4. Please note that The Jewelry Factory is not responsible for loss or damage to your package during shipment and up to the point that it has been delivered to our facility. We do not accept C.O.D. shipments for return.