Shipping policy
Shipping and In-store Pickup
Shipping to your home or other specified address (except P.O. Boxes) is provided by UPS and rates are calculated at checkout. Shipping times vary by location and may take 3-10 business days.
Specialty items or custom designs vary by vendor and can take anywhere from 1-6wks. Contact us for more information about our specialty items or custom designs.
If you prefer to pick up your order at one of our stores, we offer FREE SHIPPING on any item purchased online. Find the store closest to you.
Lost or Stolen Packages
We strive to ensure your orders arrive safely and on time. However, occasionally packages may be lost or stolen during transit or after delivery. This policy outlines our procedures in such situations.
For Packages Marked as Delivered:
Verification: If tracking information indicates your package has been delivered, but you cannot locate it, please first check with your neighbors, housemates, and any other potential delivery locations around your property (e.g., back porch, side door).
Reporting the Issue: If you are still unable to locate your package, please contact us with the marked delivery date.
Our Investigation: We will initiate an investigation with the shipping carrier (UPS) to confirm the delivery details and explore any potential misdeliveries. This investigation can take anywhere from 5-20 business days.
Customer's Role: We may request your cooperation in the investigation, such as providing photos of the delivery location or filing a police report if theft is suspected. If you as the customer open a claim yourself we can only monitor updates through the claim website and request updates from UPS.
Resolution:
If the Carrier Confirms Misdelivery: We will work with the carrier to locate the package or, if necessary, issue a replacement or refund, depending on product availability and our discretion.
If the Carrier Confirms Delivery to the Correct Address: We are not responsible for packages stolen after delivery. In these cases, we recommend:
- Filing a police report for the theft.
- Contacting your homeowner's or renter's insurance company to inquire about coverage.
- Contacting the shipping carrier to file a claim (though they are unlikely to accept it given proof of delivery).
- Check security or doorbell cameras, either your own or neighbors to see if they caught any activity around the time of the delivery.
For Packages Lost in Transit (Not Marked as Delivered):
Tracking the Package: If your package has not arrived within the estimated delivery timeframe provided at checkout, please track your package using the tracking number provided in your shipping confirmation email.
Reporting the Issue: If tracking information shows no movement for an extended period of business days beyond the estimated delivery date or indicates the package is lost, please contact us immediately.
Our Investigation: We will initiate an investigation with the shipping carrier to locate the package.
Resolution: If the carrier confirms the package is lost in transit, we will issue a replacement or refund, depending on product availability and our discretion.
Important Notes:
We are not responsible for incorrect shipping addresses provided by the customer. Please double-check your shipping information before placing your order.
We are not responsible for delays caused by the shipping carrier, including weather delays, mechanical failures, or other unforeseen circumstances.
This policy applies to orders shipped from Saslow's & Henebry's Diamond Jewelers.
Unclaimed Orders (In-Store Pickup)
Q: What happens if I don't pick up my in-store pickup order?
A: We understand that sometimes things come up and you might not be able to make it to the store right away. However, to ensure efficient inventory management and provide the best service to all our customers, we have a policy regarding unclaimed in-store pickup orders.
If your order has not been picked up within thirty (30) days from the date it was marked as "Ready for Pickup," and we have not received a response to our attempts to contact you regarding shipping, we will process a full refund for the order.
Q: What steps do you take before issuing a refund for an unclaimed order?
A: We will make reasonable attempts to contact you via the email address provided during checkout to remind you about your order and offer the option to have it shipped to your address (shipping fees may apply). If we do not receive a response within the 30-day pickup window, the refund will be automatically processed.
Q: Will I be notified before a refund is issued for an unclaimed order?
A: Yes, we will send a final email notification before processing the refund for your unclaimed order. This email will outline the situation and confirm that a refund will be issued.
Q: How will I receive my refund for an unclaimed order?
A: The refund will be issued back to the original payment method used to place the order. Please allow [Number] business days for the refund to appear in your account, depending on your bank or payment provider.
Q: Can I still pick up my order after 30 days if I contact you?
A: Once a refund has been processed for an unclaimed order, the items will be returned to our general inventory and may no longer be available. If you still wish to purchase the items, you will need to place a new order, subject to availability.
Q: What if I know I can't pick up my order within 30 days?
A: If you anticipate a delay in picking up your order, please contact the store location where you selected for pickup as soon as possible. You can find the store's contact information [Link to your Store Locator or Contact Us page]. While we cannot guarantee extended holding periods, we will do our best to accommodate your situation. Alternatively, you can reply to our initial "Ready for Pickup" email and request to have your order shipped (shipping fees will apply).
We reserve the right to modify this policy at any time. Any changes will be posted on our website.
Contact Us:
If you have any questions or concerns regarding this policy or a specific order, please contact us at contact@saslowshenebrys.com.