Frequently Asked Questions
- WHEN WILL MY ORDER SHIP?
For U.S. Orders: Most orders will be shipped within 48 hours during business hours (excluding pre-sale/backorders)
For international Orders: International orders are usually processed and shipped within 1 to 3 days (same exclusions as U.S. Orders).
- I NEED HELP DECIDING ON A PRODUCT TO PURCHASE.
Our customer service team is here to help. They have many combined years of product knowledge, and would love to help you find the right product for your needs. Please use our contact page or email us at firstname.lastname@example.org.
- WILL I BE GIVEN A TRACKING NUMBER WHEN MY ORDER SHIPS?
International (NON USA) Destinations:
A tracking number is not provided with the auto generated fulfillment email you will receive when the order is processed for shipment. Please contact customer service after 24 hours from the time you receive this email. We can provide a tracking number at that time. The customer service department can be emailed for this tracking number at email@example.com.
United States Destinations:
We will provide you with a tracking number once your order is shipped. This email will be auto generated at the time the order is processed for shipment. Please allow 24 to 48 hours for tracking info to populate.
- I MADE A MISTAKE ON MY RECENTLY SUBMITTED ORDER. CAN YOU HELP ME FIX IT?
If you need to make changes to your order, please have your sales order number, and email us at firstname.lastname@example.org as early as possible. Provide the sales order number and state PLEASE EDIT ORDER in the subject line. Both calling and emailing our customer service department will increase the likelihood of Touch of Gold being able to edit your order before it has been processed for shipment. If an order has been processed for shipment before a change could be made, we will give instructions for a return, exchange, or refund. Please do not refuse the package, for any accrued shipping charges would be your responsibility. When the order is received, please contact us for a return authorization number. We will refund or exchange the item upon receipt of the order back.
- I HAVE NOT RECEIVED MY ORDER.
The order may not be ready to ship yet, due to the item(s) not being available or in stock at the time of order placement. If you have received a fulfillment email, and it contains a tracking number, click on the link. It will have the current status information from the shipping company. If the fulfillment email does not include a tracking number, it may be a Post Office shipment. They do not come with a tracking number including with the shipment. Transit times are 1-7 business days for Post Office Standard, and 1-4 business days for Post Office Priority Mail. You can always contact us at email@example.com, but most of the time the package will be delivered within this transit window. International destinations do not come with a tracking number supplied with the fulfillment email. Please allow 1 to 5 business days from the date of this email for delivery of the product. If you do not have receipt of the item after this time has passed, please email us as soon as possible. International destinations have high return fees for un-deliverable goods, and a return of the shipment to us by Fed Ex is billed at a much higher rate than the rate billed to you. We may not be able to refund the transaction, or even accept the goods back from the destination country.
- I CALLED /EMAILED CUSTOMER SUPPORT AND I HAVEN'T RECEIVED A RESPONSE.
Please allow 24 hours for a response to your inquiry (72 hours if the inquiry falls over the weekend. Our customer service department is open from 9.00 am EST to 4.30 pm PST Monday -Friday (excluding Holidays). During major releases such as new pieces of jewelry, or store events, incoming customer service calls and email inquiries increase tremendously. We appreciate your patience in receiving a response. We will respond as soon as humanly possible.
- MY PACKAGE SHOWS UNDER THE TRACKING NUMBER AS DELIVERED BUT I HAVE NOT RECEIVED IT.
USPS and FedEx will leave your package at your doorstep if no one is available to receive the package at the time of delivery. First, check with your household members and neighbors. If no one brought in your package, contact the carrier with your tracking info. Touch of Gold is not responsible for any package that is lost or stolen after being marked as delivered by the courier. It is not viable for Touch of Gold to require signature delivery on our shipments, due to the high number of receiving customers not being available or present at the time of delivery. Please email our customer service department at firstname.lastname@example.org if the package is marked as delivered is lost, and you have exhausted all efforts to find the shipment.
- I RECEIVED THE WRONG PRODUCT.
We do apologize for the error. Please contact our customer department at email@example.com. They will promptly rectify the error for you.
- I AM TRYING TO ORDER A PIECE OF JEWELRY, AND IT WILL NOT LET ME CHECK OUT OR ADD THE ITEM TO THE SHOPPING CART.
Please contact our customer service team at firstname.lastname@example.org. They can assist you with any website issues.
- ARE THERE ANY CARE SUGGESTIONS FOR MY PIECE OF JEWELRY?
All jewelry requires care and attention in order to extend its lifetime use and durability. Please see our jewelry care suggestions below.
Diamond jewelry is very popular. Some pieces, such as diamond engagement and wedding rings, are often worn 24 hours a day. Even though you may wear your diamond jewelry around the clock, you should give thought to its care. Diamonds are durable, but they still require proper maintenance. Diamonds can get smudged, soiled and dusty. Lotions, powders, soaps, even natural skin oils put a film on diamonds and cut down their brilliance. Clean diamonds "glow", because the maximum amount of light can enter the stone and return in a fiery brilliance. It takes just a little care to keep them that way.
Do not wear diamond jewelry, especially rings, when doing rough work. Even though diamond is one of the hardest materials in nature, it can still be chipped by a sharp, sudden blow.
Chlorine can damage and discolor the mounting on your diamond jewelry. Keep your diamond away from chlorine bleach or other household chemicals. You should also remove your diamond jewelry before entering a chlorinated pool or hot tub.
Clean your diamonds regularly using a commercial jewelry cleaner, a mix of ammonia and water, or a mild detergent. Dip the jewelry into the solution and use a soft brush to dislodge dust or dirt from under the setting.
Avoid touching your clean diamonds with your fingers. Handle clean jewelry by its edges.
There are many different types of colored gemstones, some of which require specific care and cleaning procedures. However, there are some general care and cleaning rules that apply to all colored gemstone jewelry.
Many natural gemstones are treated or enhanced after they are extracted from the earth by one or more traditionally accepted jewelry industry practices. These treatments and enhancements can affect how you should clean and care for your colored gemstone jewelry.
After wearing, wipe your precious gemstone jewelry thoroughly with a clean, soft, slightly damp cloth. This will enhance the gemstone's luster and ensure that your jewelry is clean before storage. Store gemstone pieces individually in soft pouches.
Do not expose your precious gemstone pieces to salt water or harsh chemicals, such as chlorine or detergents. These chemicals may slowly erode the finish and polish of gemstones.
Hair spray, perfume and perspiration may cause jewelry to become dull. Apply all cosmetics, perfumes and colognes before putting on colored gemstone jewelry. Make sure to wipe your gemstones after wear to remove any chemicals, oils or perspiration.
Do not subject gemstone jewelry to sudden temperature changes.
If you have an active lifestyle, take extra precautions with some types of gemstone jewelry. Emeralds and Tanzanites, for example, are brittle and should not be worn when doing household chores or any other activity where the stone could be hit or damaged.
Be extra careful with ultrasonic cleaners. Some gemstones are fragile and can be damaged by ultrasonic cleaners.
If your question is not listed above, please contact us at email@example.com.