1. General 🤔
How do I track my order?
After your order is shipped out, you will receive a shipping confirmation email and/or text with a button to view your order. Simply click the "view your order" button, followed by the tracking number (near the top of the order summary), to see your shipment's live tracking information. Please note: it may take 24-72 hours for tracking information to appear depending on the shipping method and location.
What material(s) are the chains made from?
Our chains are crafted from premium, solid, surgical-grade stainless steel. This is the base for all our chains. The vintage gold finish is further plated with fine-yellow 18k gold, whereas the piano black finish is further plated with a rich-black tungsten.
Is my purchase covered by any form of warranty?
All new purchases of our Virtue® chains and Virtue Mini® bracelets are covered by a complete 365-day manufacturer's warranty. The color/finish, links, and clasp are fully insured for non-accidental damage and chains can be replaced anytime within this one-year timeframe should the customer endure such an issue. Simply, email firstname.lastname@example.org if you have any questions, if you face one of the aforementioned issues, or if you would like to submit a request for a replacement and we will happily help you with your question or request. Please note: any replacement shipping fee, if applicable, must be covered by the customer.
What payment processors and payment methods do we support?
We support Visa, MasterCard, American Express, PayPal, Apple Pay, and Google Pay. For those using Discover or a gift card sponsored by Visa or MasterCard, please attach it to a PayPal account (100% free), and then proceed to checkout.
How do I safely store my jewelry?
When not in use, we recommend storing your jewelry, untangled, in a dry environment, preferably in the piece's provided box or pouch. If you prefer to use your own storage bag or box, we recommend that it is lined with a soft, lint-free material, such as velvet or microfibre.
2. Shipping & Delivery ✈️
What countries do we ship to?
Currently, we only ship to Canada and the United States. More destinations will be added in the future.
How much does shipping cost?
We offer 100% free standard shipping to the United States (via FedEx, UPS, and USPS) and Canada (via Canada Post, FedEx, UPS). We also offer premium 1-3 day and 2-4 day express shipping.
How long does it take to ship out my order?
We typically ship out all orders within 12-48 hours, excluding weekends and holidays.
How long does delivery take once my order has been shipped?
Standard (free) shipments are delivered within 3-7 business days. Prime express shipments are delivered within 2-4 business days and first-class priority shipments are delivered within 1-3 business days.
Are there any import/customs taxes or fees?
As all shipments are domestic, there are no import/customs taxes or fees.
I didn't receive my item, but tracking says it was delivered?
Unfortunately, we are not liable for missing or stolen packages. However, because your satisfaction is our utmost priority, we will do everything possible to help you in this circumstance. First off, please use the provided tracking information to follow your order until it's delivered. Should you not receive your order, despite it being marked as delivered, please check your front door/porch, mailbox, with family members, neighbors, and call in or visit your local postal office. If you are still unable to locate your order, please reach out to us here or at email@example.com and we will file a missing item(s) claim. Based on the outcome of the claim, we may be able to replace your order. In most cases, regardless of the claim, we will offer a replacement at a significantly discounted price.
3. Returns & Exchanges 📦
How long do I have to return or exchange an item?
You have 30 days from receipt of your item to return or exchange it. Unfortunately, we do not accept returns after this time; however, we may be able to accommodate exchanges. Furthermore, all promotional, sale and discounted items are non-returnable, however, in most cases, they can be exchanged.
How do I return or exchange an item?
Items can be returned or exchanged via our easy-to-use Returns Center. If you face extenuating circumstances and require assistance from our support team, you may contact us here or via email at firstname.lastname@example.org for a resolution.
4. Contact Us 💬
What is the best way to contact you?
Each of our contact form, our phone number (1-888-683-1733), and our email (email@example.com) are equally effective ways to reach us. We typically respond within 15 minutes and are available every day of the week (Monday through Sunday). If you do not hear back from us within this time, all inquiries are answered within 24 hours - guaranteed.
Where are you located and where do you ship from?
We are based out of Toronto, Ontario, Canada; however, we ship almost exclusively from Walnut, California; Moreno Valley, California; and Jeffersonville, Indiana; all within the United States. Other locations will be added in the near future.