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Frequently Asked Questions

Below are some of the most commonly asked questions by our customers. Please also see our return policy, shipping and ordering information.

ORDERS

Do I have to create an account to place an order?

No, you can still place an order as a guest although there are many benefits when you create an account like checking order history, faster checkout, and you can also save your favorite items to your wishlist.

Can I call to place my order?

No. To ensure order accuracy and security reasons, we do not take orders over the phone. However, if you are having trouble placing your order online, please contact Customer Support, and we will be happy to assist you.

Can I cancel or change my order?

Yes, you can cancel or make changes to your order if the order has not been shipped. Unfortunately, orders cannot be canceled once the order has shipped from our warehouse.

Please contact Customer Support immediately if you wish to cancel or make changes to your order.

I didn't get an email confirmation for my order. What happend?

Most likely, your order confirmation email went to your spam or junk folders, or you may have entered an incorrect/invalid email address. Please check your spam folder first and make sure to mark it as "Not Spam" if you find your order confirmation. If it isn't there, please contact us and we'll be happy to update your email address and resend the order confirmation email.

I made a mistake on my shipping address?

Please contact us immediately if you made an error or forgot to enter your APT number on your shipping address. We’ll update your address if the order has not been shipped. If the order has already been shipped and the package has returned to us due to the invalid address, we’ll charge our actual shipping and handling cost.

How do I check my order status?

Once your order is submitted, you will receive two email confirmations from us. First, we will confirm receipt of your order within a few minutes of placing your order. Then, you will be notified with the tracking information when your order ships out. Both emails contain a large "View Order Status" button linked to the order status page where you can see your current order status as well as the tracking number. If you are a registered member, you can also check your order status under the "My Orders" tab. You can also check the status anytime from the order status page if you placed an order as a guest.

We recommend you register "My Account", which will save your information and make the checkout process more efficient. It will also allow you to check on your current order status, as well as view your past orders for reference or reordering.

What does it mean when my order is on hold or pending review?

Orders placed on “hold” or “pending review” means your order requires additional verification for one or more reasons. Usually, this happens when you place an order for the first time with a different shipping and billing address. To expedite your order process, please ensure that the shipping address for the order is listed as an alternate address with your credit card company. If the shipping address is not listed on your credit card as an alternate address, we reserve the right to require additional documentation or cancel your order. Verification may increase your order's processing time.

What happens if my item is backordered?

If the item you ordered is backordered, the order status will be marked as “BACKORDER” and you will be notified by email or phone with an estimated ship date. Occasionally, an item may be out-of-stock before we even update our website. Usually, this happens when there’s multiple orders at the same time or high product demand during clearance or flash sales.

We will contact you if there is something significant missing from your order, delayed more than 3 business days, or you’ve selected an expedited shipping option. While we’ll provide you with an estimated ship date by email or phone, these estimates are subject to change and you may cancel the backordered item or the entire order.

What payment types do you accept?

We accept all major credit cards (Visa, MasterCard, Amex, Discover), PayPal, and Amazon Pay.

Do you charge sales tax?

No, most orders are sales tax-free except orders from California. We are required to collect sales tax for orders shipped within California. Sales tax is applied to the total amount of the order in accordance with California tax laws.

Can I apply a coupon after an order has been placed?

Unfortunately, we cannot apply a coupon or promo code after the order has been placed due to the additional transaction fee incurred by our merchant processor.

Do you have a price match guarantee?

Yes, we believe in offering the highest quality products at the very best prices available. We guarantee to match any online retailer for identical products sold for prices less than what we offer at Body Jewelry Factory.
  • If you have found a price (including shipping and tax) lower than ours, please email us a link to the retailer's product page.
  • If you can purchase the identical product for less than what’s available at Body Jewelry Factory, we’ll match that price!
  • This offer is effective a full 30 days after your purchase date so you can be assured you are receiving the best value anywhere.
  • If you’ve already submitted an order for the item, please include your order number and name with your price match request. Pending approval, we’ll refund you the difference.
    Exclusions*
  • We do not match pricing found on auction websites.
  • We do not match pricing on products shipped from or sold by third-party sellers.
  • We do not match on-sale items which are offered at a reduced price for less than 12 hours. This restriction also applies to flash sales, daily deals, deal of the day offers or similar.
  • We do not match products included as a part of any bundle offers, free items, pricing errors, mail-in offers, coupon offers, items that are advertised as limited quantity, out of stock items, clearance items, gift card offers, and items for sale Thanksgiving Day through the Monday after Thanksgiving.
  • The price match includes the product price plus shipping and tax.
  • We will match pricing for new products only; items which are used, damaged, open-box, or refurbished do not apply.
  • Only one price match allowed per identical item per customer.

Do you offer a military discount?

Yes, we offer military discounts to active military personnel, retired military, and veterans. We’re very proud to be a family-run business in the United States of America and we proudly support the women and men who have served and are serving our country. Please email us with a copy of photo ID and we’ll send you a highest military discount coupon currently available.

I have a question about an item, who should I contact?

You can ask a question about an item directly from the item page. You can browse other questions and answers related to the item or you can create a new question. You can also contact our customer support with the item number or link to the item page and we’ll be glad to answer any questions.

SHIPPING

How do I get free shipping?

We offer free standard shipping on all U.S. orders over $25 and all international orders over $50. No promo or coupon code required to redeem free shipping, just select "STANDARD" Shipping during checkout. If you return a portion of your purchase, our original shipping and handling fees will be assessed unless the return was a result of our error.

Where do you ship from?

We process and ship orders from our Southern California warehouse, Monday through Friday excluding official holidays. If you wish to contact us by regular mail, please mail all correspondence to:

Body Jewelry Factory
1142 S. Diamond Bar Blvd #880
Diamond Bar, CA 91765

Do you provide a tracking number?

Yes, once your order has shipped from our warehouse, you will receive a shipping confirmation email with a tracking number. If you are a registered member, you can also track your order under the "My Orders" tab. You can also check the status and a tracking number anytime from the order status page if you placed an order as a guest.

How long will it take to receive my order?

We normally process orders within 1-2 business days, Monday through Friday excluding holidays.

Estimated delivery time
Standard shiping: 3-5 business days within the U.S.
Expedited shipping: 2-3 business days within the U.S.
Standard International: 10-21 business days
Expedited Canada: 5-8 business days
Expedited International: 5-8 business days

* Plus 1-2 business days processing time

If you ordered with expedited shipping on Friday after cut-off time 11AM PST, your order will be shipped on Monday and your expected delivery date will be Thursday (2-3 business days plus 1 business day processing time).

What are my shipping options?

Standard U.S. shipping (3-5 business days) $4.99 – Free over $25
Expedited U.S. shipping (2-3 business days) $7.99
Standard International (10-21 business days) $6.99 – Free over $50
Expedited Canada (5-8 business days) $24.95
Expedited International (5-8 business days) $34.95

* Please add 1-2 business days processing time.

I ordered with expedited shipping this afternoon but it hasn't shipped yet. Why?

All expedited orders received after 11AM PST are processed the following business day.

Do you guarantee expedited shipping?

No. Although we cannot guarantee it, we will do our best to accommodate your shipping request.

Do I have to sign for my package?

No. Signature is required only if your order is over $100. If you’d like to have signature option waived when the total order is over $100, please write a comment “waive signature” during checkout. However, by selecting this option, you’ll be responsible if the package is lost, stolen, or damaged.

Do you ship to P.O. Boxes or Military addresses?

Yes, we ship to P.O. Boxes within the U.S. and Canada and we also ship to all Military addresses.

Do you ship internationally?

Yes, we ship to following countries:

Argentina; Aruba; Australia; Austria; Bahamas; Belgium; Brazil; Canada; Cayman Islands; Chile; Costa Rica; Cyprus; Denmark; Egypt; Fiji; Finland; France; France, Metropolitan; Germany; Greece; Greenland; Guam; Hong Kong; Iceland; Ireland; Israel; Italy; Japan; Luxembourg; Macau; Malawi; Monaco; Netherlands; New Caledonia; New Zealand; Norfolk Island; Norway; Panama; Papua New Guinea; Poland; Portugal; Puerto Rico; Singapore; South Korea; Spain; Sweden; Switzerland; Taiwan; Thailand; Trinidad and Tobago; Turkey; United Kingdom; United States; US Minor Outlying Islands; Venezuela; Virgin Islands (U.S.)

Where is my package, even though the tracking says it's been delivered?

  1. Verify if you entered the correct shipping address or forgot to enter your APT number when the order was placed.
  2. Please check your mailbox.
  3. Please check with your family, roommates, and neighbors.

    If you still cannot locate your package, please contact our Customer Support so we can begin a lost/missing package investigation with the delivery company. Resolution of the matter could depend on the results of a said investigation.

I ordered from Canada and it's been past estimated delivery time. What happend to my package?

Orders to Canada are shipped by USPS then handled by Canada Post within Canada. Standard shipping normally takes 10 to 21 business days and expedited shipping takes 5 to 8 business days to arrive. However, those dates cannot be guaranteed because of possible delays in customs. Customs inspections may cause unforeseeable delays, both when leaving the United States and entering another country. Unfortunately, customs delays are beyond our control and we cannot be responsible for delays.

If you have not received the order within 21 business days from the date order was shipped, please contact our Customer Support.

RETURNS & EXCHANGES

What is the return policy?

  • Returns and exchanges must be received within 30 days of delivery date. *Some restrictions may apply.
  • Due to strict health and safety regulations, returned items must be unused, unworn, and undamaged with no exceptions.
  • Items must be returned in their original packaging including a copy of the original invoice.
  • Final sale, clearance sale, custom/special order items cannot be returned or exchanged.
  • Our original shipping and handling fees are not refundable unless the return was a result of our error. If you qualified for free shipping at the time of order, please note that our actual shipping and handling fee will not be refunded. Any expedited shipping and additional handling fees are not refundable.
  • A refund will be issued to your original method of payment.
  • Gift box and wrapping fees are not refundable.
  • Customer is responsible for return shipping with the carrier of his or her choice.
  • Body Jewelry Factory reserves the right to limit returns or exchanges.

    *Restrictions for Fine Jewelry: (14K Gold, Platinum, and Diamonds)

    Refund
    Due to the price fluctuations of gold and diamonds, gemologist inspection fees, and stone removing costs, all fine jewelry must be returned within 14 days from the delivery date and subject to a minimum return fee of 20% or $20 (whichever is greater) will be deducted from the refund. With that said, we handle this on a case-by-case basis with the ultimate objective of making our customers happy.

    Exchanges
    The return fee will be waived on like item exchanges(different size or length) within 14 days from the delivery date (limited to one time).

How do I exchange for a different size, color, or a different item?

The easiest way to make an exchange is to return the item for a refund then place a new order online. This also ensures fastest delivery time.

What if I received damaged, defective, or incorrect item?

If you find an item to be damaged, defective, or incorrect, please contact us immediately so that we may assist you accordingly. Damaged items will need to be reported within 3 days of delivery with photographs of the item. A complimentary return label will be provided for the incorrect or defective item so that it may be sent back to our warehouse.

Are there restocking/return fees?

No and Yes. There are no restocking fees for most merchandise except for fine jewelry. Due to the price fluctuations of gold and diamonds, gemologist inspection fees, and stone removing costs, all fine jewelry has a minimum return fee of 20% or $20 (whichever is greater) will be deducted from the refund. However, a return fee will be waived on like item exchanges (limited to one time).

Do you take returns if the item is worn?

Due to strict health and safety regulations, all piercing related items must be unused, unworn, and undamaged with no exceptions.

Below items can be worn and still can be returned if the items are in the original condition and not show any sign of cosmetic damage or alteration.
  • bracelets, rings, necklaces
  • pendants, cell phone charms
  • toe rings, anklets, wallets

Do I have to pay for return shipping?

Yes. Return shipping is paid by the customer and is non-refundable. However, if you received damaged, defective or incorrect item, we'll provide a return label and a replacement will be shipped at our cost.

I don’t have time to go to USPS or UPS. Do you provide a return label?

Yes, If you prefer to use our hassle-free pre-paid return label, $5 will be deducted from your refund.

$5 fee: item value under $100
$8 fee: item value over $100
$12 fee: item value over $300

* Price include a tracking number, insurance, and signature confirmation(over $100).

How do I return if I am an international customer?

International customers are responsible for return shipping with the carrier of his or her choice. We are not responsible for items that are damaged or lost during return shipping, therefore adequate packaging, tracking number and insurance are recommended.

How do I return for a refund?

  1. Request for Return and RMA#
  2. Pack and Ship
If you wish to make a return you must obtain a return merchandise authorization number(RMA) from us and return the merchandise within 7 days. Unauthorized returns will not be accepted. Customer is responsible for return shipping with the carrier of his or her choice. If you prefer to use our hassle-free pre-paid return label, $5 ($8 over $100 value) will be deducted from your refund.

After you received a RMA number from us, please return the package along with RMA number to:

Attn: Returns and Inspection
Body Jewelry Factory
1142 S. Diamond Bar Blvd #880
Diamond Bar, CA 91765

How long will it take for my return to process?

Returns are inspected and processed within 10 business days of receipt. Returns by using our pre-paid return label take 3-5 business days to receive within the U.S.

How are refunds issued?

A refund on the merchandise amount (excluding any discounts and our actual shipping fee) will be issued to your original method of payment and you will receive an email confirmation.

How long will it take to receive my refund?

Returns are inspected and processed within 10 business days of receipt. You will receive an email confirmation once we complete the return process and issued a refund. Your financial institution may take longer to reflect the transaction (normally 3 to 10 business days).




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