Payment and Billing
For over the phone orders, we accept Visa and Mastercard. Your credit card will not be billed until your order is ready to be shipped.Online orders are received through the secure online payment system PAYPAL. To place an order by phone and have the ability to speak with someone directly, you must call during the business hours of Wednesday-Saturday, 11AM-5PM EST.
Shipping
Standard Shipping Charge: We charge a flat shipping and handling rate of $14.95 per order for delivery in the United States, including insurance and packaging. Additional shipping may apply to large orders and we will contact you in advance with a shipping quote.
Standard delivery time: Generally orders are shipped within (3) business days, excluding holidays. Standard shipping is FedEx Ground and delivery time is between 1-6 days depending on your location. Our order is shipped from zip code 14534 and you can get the estimated delivery time to your zip code at www.fedex.com.
Expedited Delivery: Overnight is available. Please email or call ahead before placing order to ensure that we meet your deadline. Charges vary.
International Shipping: We ship worldwide via FedEx or UPS. Shipping charges vary depending on your location. There is a minimum charge or $25 that will be added to your online invoice. Your final shipping charge will be adjusted to reflect actual shipping costs once we receive your order. If you want to know the shipping charges in advance, please contact us BEFORE placing your order at TRUjewellery@rochester.rr.com
Sales Tax
All orders shipped to an address WITHIN New York are subject to sales tax of 8.25%
Tracking Your Order
You will receive two e-mails from us. The first email will arrive shortly after your order is placed to confirm that we received your order and it is being processed. We will contact you a second time when you order has shipped as it will include a tracking number from FedEx. You can use this number to track the delivery
Return Policy
Due to the custom nature of our jewelry, all sales are final. We cannot accept returns for refund, however we will provide an exchange. If you would like more information about a particular piece before you buy, please feel free to contact us with your questions. Email us at TRUjewellery@rochester.rr.com or call us at 585-381-0190.
Repairs
We provide service for our jewelry when it is in need or repair from normal usage. Simply send the piece to us, we will inspect the piece and we will contact you with an estimated repair fee before proceeding. If you have concerns about the turnaround time, please call ahead before shipping to check our workload and discuss your needs.
Re-stringing for Length
If you would like to have your piece adjusted for length, we will be glad to restring it for you according to your size specifications. We charge a flat fee of $25 (plus tax and return shipping) unless we need to use more stones. If so, we will contact you with an estimate before proceeding. Please be specific in your length request and ship your piece to the address below. Repair time may vary. If you have concerns about the turnaround time, please call ahead before shipping to check our workload and discuss your needs.
Shipping to Us
For your protection, please ship only via UPS or FedEx to the following address: 37 South Main Steet
Pittsford NY 14534. Be sure to insure your package and retain the tracking number. We cannot be responsible for packages shipped without tracking or insurance. No COD deliveries accepted. Return shipping costs will be added to our final bill. Be sure to include contact information, including a day and evening phone and email address and a return shipping address. Returned items must be packed with sufficient padding to ensure safe delivery. TRU Jewellery will not be responsible for items damaged in transit due to insufficient or inappropriate packaging.
Availability and Variations in Stone
Due to the unique nature of the stones used, from time to time a particular piece featured on the site may not be available. In such case, you will be contacted before your credit card is charged. You will have the choice of selecting an alternate piece, or cancel your order. Due to the nature of semi-precious stones, stones may vary in color and shape.
Privacy Policy
We will never share or sell your information with anyone for any reason. If you choose to join our mailing list, your e-mail address will be hidden from other viewers when an email is sent out.
Care for Jewelry
It is recommended that your TRU piece is stored in the pouch it arrives in. This will reduce tarnishing that may occur with the sterling and any vermeil and will also protect the piece from extra wear and tear. To clean the pieces that include sterling silver, a silver polishing cloth is recommended. It is recommended that the jewelry not be worn in the water.
Semi-precious stones absorb energy just as much as they put out. Therefore, it is recommended that they are cleansed from time to time, depending on frequency of wear. Laying your piece or pieces in sea salt for a day is the safest form of cleansing for jewelry.
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