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Customer Service

 Customer Service

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ATTENTION:  

Shipping & Handling Delay Notice: January 16th - February 6th 2017

 

All items that have "ALIEX' in the prefix of the SKU/Item Number will be delayed. Orders for these SKU/Item numbers will not process with the supplier until after February 10th. Processing time will begin on February 10th! The supplier for these items are closed from January 16th-February 1oth! Port City Jewelers will submit the order to the supplier, but processing will not begin until February 10th. Orders placed for these items cannot be cancelled during this time.

Please know that this only effects roughly about 20% of our products.

Below are some of the Products Effected:

1) NSCD Simulated Diamond Collection
2) Shark Watches, Jaragar Watches, Spry Wear Watces,
3) Some but not all fashion jewelry (plated jewelry, not real gold or white gold jewelry)
4) SKU/Item Numbers beginning with "ALIEX" in the Prefix. Example - "ALIEX-123456789."
5) Eternal Moissanite Brand

As always if you have any questions please contact us :-)

  

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Return Policy:

You may return most new, unopened, sealed items within 10 days of delivery for a full refund less shipping charges.  Some exclusions apply (see below)

Return shipping costs are the responsibility of the buyer/customer.

If the return is a result of our error (you received an incorrect or defective item, etc.) we will correct the issue for you!  You will be expected to return the defective or incorrect item to our offices before we ship out another item to you.

In order to request a return please use the return order form by logging into your account on Port City Jewelers.  You will request an RA number through our system.  Once we receive your RA Request we will either approve or deny your return.

You should expect to receive your refund if approved within four weeks of giving your package to the return shipper, however, in many cases you will receive a refund more quickly. This time period includes the transit time for us to receive your return from the shipper (5 to 10 business days), the time it takes us to process your return once we receive it (3 to 5 business days), and the time it takes your bank to process our refund request (5 to 10 business days).

Please know that orders are processed the next business day with our vendors.  Orders that are already processed with the vendor/supplier that are requested to be returned by the customer will incur a re-stocking fee that is determined by Port City Jewelers.  Re-stocking fee's are based solely on the the item that was ordered.  

Orders that are processed the next business day and fall under Port City Jewelers non-refundable items cannot be cancelled nor refunded.  See below.

 

Exclusions to our Return Policy(Non-Returnable Items):

The following items are not available for return will have the sku prefixes of, ALIEX, DRS, STU, QG, AZ, JG, VEN , AD in the sku or item number.

Any item from our "DESIGN YOUR OWN" catalog is not returnable and are final sale.  This is considered custom order and special order merchandise.  Please see our "Custom Jewelry Policy" below for more details.

Artcarved Class Rings are always special order & made to order items and cannot be returned.  No Exceptions.  Please review your order before submitting your class ring order with Port City Jewelers.

JG Collection Jewelry is all special order merchandise and is not returnable.

Items with custom engraving are not returnable.  Once production is started engraved items cannot be returned.

Moissanite Jewelry & Loose Moissanite Stones are special order and or made to order and are not returnable.

NEO Moissanite Loose Stones are special order and not returnable.

Eternal Moissanite Loose Stones are cut to order and are non-returnable.

Invicta Watches are all special order from the vendor.  These cannot be returned.  No exceptions.

Invoices sent VIA PayPal and paid are not returnable.  We send invoices out for custom designed / made to order items.  Once we recieve payment we will start on your item and it is not returnable.  No exceptions

NSCD Simulated Diamonds are all special order and are not available for return.  NSCD Simulated Diamonds will take approx. 2-3 weeks to deliver outside of Holidays and Extended handling time frames.  We can rush your order if the item is in stock at the vendor.  We stock some sizes in rings but it is difficult for us to carry all finger sizes of all styles.  We will order directly from the vendor when we do not have your finger size and have it delivered directly to you.  Our NSCD simulated diamond vendors are over sea's vendors and authorized members of the jewelry trade.  

If you need a different finger size than ordered then please contact us and we can facilitate you with a new finger size.  Pease know a re-make fee will be applied that will cover shipping and labor.  We will process the new size once payment is made to Port City Jewelers for the re-make fee and the incorrect finger size is received back to our office.  The re-make / re-stocking fee amount is determined on the item you are returning for a different size.  Each item will carry a different fee.

Order Cancellations are allowed within 24 hours of the initial order for above items in our "Exclusions to our return policy [non-returnable items]".  After that we cannot cancel/refund your order.  No exceptions.

Please contact us with any questions at sales@portcityjewelers.com 

 

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Custom Jewelry Policy:

Jewelry pieces that were created as a custom design, custom commission, or special order basis are not returnable or refundable. Our guarantee is that the piece will match the final design you approved including the dimensions, stone size and type, as well as metal type.  If an item falls under Port City Jeweler's "Custom Jewelry Policy" then we will notate that in the items description on our website in the "description field" of the item.

Please know all handmade jewelry will differ slightly due to natural variations and may include minor differences in the stone color and shape. Additionally, because we create all of our designs using computer-aided design (CAD) software and the renders you receive are enlarged images of your piece, there is a chance that your actual jewelry's scale may differ from your expectations.  Please contact us with any questions you may have.

Cancellations Before Your Item Ships:

-We understand sometimes things happen and should you need to cancel your order.  We allow order cancellations within 24 hours of the purchase when paid in full.

- At times we offer Lay-A-Way for our designs to help spread out the payments.  Port City Jewelers will not start on your design until the Lay-A-Way is paid in full.  After the Lay-A-Way is paid in full we will then after 24 hours begin to order materials for your design.  At this point in the process your custom design is not refundable.

 

2 Year Warranty:

Our complimentary 2 Year Warranty Promise guarantees that your ring will stay as beautiful as the first day you slipped it on your finger. Work performed by another jeweler will void this warranty.

While some repair charges may apply due to normal wear, we are happy to offer the following services free of charge:
*Insured shipping costs are not included.  Please contact us with your zip code and we can calculate shipping for you.
 
Complimentary 2 Year Warranty:
  1. Prongs checked for thinning and tightness.  
  2. Stones checked for security.   
  3. Mounting checked for thinning and roundness (shape)
  4. Polishing to restore brilliance (Free Of Charge)
  5. Ultrasonic and streaming to remove debris and oil (Free Of Charge)

 

Workmanship Defects:

If you believe your jewelry has a workmanship defect, please contact us as soon as possible. We will evaluate your piece, and if the damage is covered by our warranty, we will gladly repair your piece for no additional cost. For instructions and conditions on returning items for repair please email us at sales@portcityjewelers.com or call us at 910-338-9751 (Monday - Friday 10am - 5pm EST).  Please know that normal wear and tear is not considered "workmanship defects" and is not covered under our 2 year warranty.

 

Lifetime Mounting Guarantee:

We guarantee your ring's mounting against all defects in workmanship, and we will repair or replace your mounting without charge if any craftsmanship defects are found. This guarantee is solely for the original purchaser and is non-transferable. We cannot cover the natural wear or aging of materials like thinning, scratching, bent & worn prongs, or any other circumstance that is considered by Port City Jewelers to be normal wear and tear.  

 

Stone Replacement:

We will replace, free of charge for the first year of purchase, any small accent diamonds, emeralds, rubies, sapphires, or other colored stones if they chip, break, or are lost from their original setting. In order for your diamond and gemstone guarantee to remain in effect, you must have your jewelry inspected every six months by Port City Jewelers.  Shipping to and from Port City Jewelers is the responsibility of the customer.  Please contact us with your zip code for a calculated shipping quote.

 

Insurance:

Our warranty does not cover damage due to normal wear and tear, center stones, product loss, or theft. We recommend you insure your jewelry with your insurance company for this type of coverage and your peace of mind. If you require an appraisal for your insurance company, please contact us, and we would be happy to provide one for you.  Our appraisal's are for insurance purposes and will have a $95.00 fee attached to it.

 

Delivery & Shipping Policy For Custom Items:

An estimate of delivery time will be discussed at the time you place your order. Port City Jewelers ships all our custom designed jewelry using insured shipping from either USPS, FedEx, or UPS.

Shipping times may vary depending on your location. For international orders, our insured shipping carrier has shipping restrictions for certain countries. Please verify your shipping location when you place your order.
 
Additionally, for international orders, your country's customs department may impose customs fees, import duties, taxes, and other applicable charges to your order. Port City Jewelers is not responsible for any of these customs department fees or taxes.
 
If you need to ship any jewelry or loose stones to our studio, we recommend that you use insured shipping from an official carrier such as USPS, FedEx, and UPS, and hold onto your original shipping receipt. Please make sure your jewelry and loose stones are packaged securely as Port City Jewelers is not responsible for any items you ship to us that are lost, damaged, or stolen in transit. The customer is also responsible for the delivery and return shipping costs of their jewelry.
 
 
Warranty Void:

In order for your warranty to remain in effect, you must have your jewelry inspected and documented every six months with Port City Jewelers.  We will place notes in your account of each inspection as documentation.

We reserve the right to void our warranty if maintenance, repair, re-sizing, stone replacement, or other services are performed by someone other than Port City Jewelers. If your jewelry needs adjustment or repairs, please contact us as soon as possible, and we will be happy to assist you.

 

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Order Inquiries:  

CLICK HERE

 

Shipping Policy:

CLICK HERE

 

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Coupon Codes & Discounts: 

Coupon Codes are not active on all products.  However your coupon code will work on roughly 80% of our products.  Some of our vendors do not allow coupons or discounts on their product lines.

 The following collections and brands do not allow coupons or discounts:

  • JG Collection
  • Artcarved Class Rings
  • Swiss Army
  • 14K NSCD Simulated Diamonds ( These are made to order)
  • FREE Jewelry Selection
  • Seiko Watches
  • DESIGN YOUR OWN Jewelry Catalog
  • Masonic Jewelry
  • Some but not all Moissanite Jewelry and Loose Stones
  • NEO Moissanite Loose Stones.  Our prices are already lower than all the competition
  • Eternal Moissanite jewelry & Loose Stones.  This is our brand of Moissanite and is exclusive to Port City Jewelers.  We do not offer additional discounts as the loose stones or jewelry as they are already 25% less on average than other brands on the market.

 

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Warranty:

Some but not all items purchased from Port City Jewelers will have either a manufacture warranty or a Port City Jeweler warranty.  Each item will carry its own warranty period and or vendor warranty.  Port City Jewelers takes every effort to disclose which items are covered under these warranties but mistakes do happen.  Port City Jewelers takes no responsibility for any manufacture defects that may occur or damages do to mis-use, abuse, scratching, turning, allergic reactions, loss of stones, bent or broken prongs, loose stones, discolored gemstones due to chemical reactions,  and any circumstance not do to manufacture defects.  Most all jewelry purchased from Port City Jewelers can be repaired.  Sometimes jewelry is broken beyond repair and will require to be scrapped.  If you would like to know if an item can be repaired please contact us be email us with a brief description of the item and what is wrong with your item.  Also please include in focus pictures of your item in different angles so we can determine if the item is repairable.  

If you have any questions please feel free to contact us VIA email.

If you would like to know if an item has a warranty please contact us.

sales@portcityjewelers.com

 

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Payment:

 

WE ACCEPT

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Once payment is processed & approved we will begin to process your order.  Payments made with PayPal's E-Check will take longer to clear.  It usually takes 6-8 business days for your e-check to clear.  We will not begin to process orders made by PayPal E-Check until payment has cleared. No Exceptions.  If you pay other than PayPal with our secure credit card processor we will also wait for payment to clear, usually 2 business days before we process your order.  

Payment VIA PayPal; orders will be placed right away. 

Port City Jewelers reserves the right to cancel orders they feel may be fraudulent.  We may ask you email us documentation proving you are who you say you are after the purchase.  Orders we feel that are fraudulent orders will be refunded right away.  

Orders placed after 3PM Eastern Standard Time will be processed the next business day.  

Business days are Monday-Friday.

 

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Checkout Errors

Here are some helpful suggestions if you receive one of the following error messages when you check out:

"The CSC/CVN (Card Security Code/Card Verification Number) Code you have provided does not match the code on your credit card."

If you receive this error, please ensure there are no typos or spaces in the code.  This is required for fraud prevention and for your protection.

"The billing address zip code you provided does not match the zip code on your credit card account."

If you receive this message after you have attempted to submit your order, you may want to check the following:

  1. Verify that your billing address on your credit card bill is EXACTLY the same as you have entered. Check for typos or misspellings with your name, street address, city, state, and zip code. 
  2. Call your issuing bank to ensure that your bank has recently updated their online transaction database.  In some cases, the address they have entered into their online address verification system is outdated. 
  3. You may want to try an old address, because in some cases, it takes awhile for banks to update their information. Addresses up to two years old can be authorized successfully. 

** Please be aware that with each submission, you may place another hold on your funds for the total amount of the order. In many cases, submission  with a valid credit card number with an incorrect billing address will still result in a hold on your account. If this occurs, please note that those authorizations will drop off your account within 2 - 4 business days  depending on your issuing bank. Please contact your bank for further questions.

"There was a problem connecting to the credit card authorization service. Please try back at another time."

On rare occasions, the issuing bank verification system or our partner online verification system is down.  At these times, no authorizations or transactions can be processed. Please note that these outages can last for a few minutes to an hour. No authorizations or holds on your funds will be processed and nothing will be charged to your card.

 

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Out of Stock items:

You will be notified of out of stock items.  We try our best to keep an inventory count of items on hand in inventory and with our vendors but occasionally mistakes do happen after you order.  If this is the case we can proceed with ordering your item and place it on back order or refunding your money. if you decide you do not want to wait for us to special order or back order the item purchased please let us know asap.

 

 

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Security

We use high-grade, 256-bit encryption Secure Sockets Layer [SSL] protocol for all online transactions. All customer information is encrypted and transmitted securely!  Once you reach the checkout screen where you will enter your credit card information our website will change to our SSL secure checkout screen.  Port City Jewelers does not keep credit card information on file nor do we ever see your credit card information.  All credit card transactions are handled by PayPal and Authorize.net.  

Our website is hosted in a state of the art data center in the United States. This data center offers 24/7 N+1 redundant environmental controls, as well as 24-hour monitoring via closed circuit television, and additional stringent physical security with card and biometric readers. The facility also has a UPS backup power system in case of an emergency and, in the event of an extended power failure, diesel generators allow for a combined capacity of 12 megawatts. Critical redundancy is provided by multiple major bandwidth providers and multiple Gigabit Ethernet circuits. This location also boasts three carrier entry points, for additional levels of redundancy and reliability

 

We are also 100% Secure & Safe.  This can be verified through our standard/desktop site and by clicking the small McAfee logo towards the bottom right of our site.  Our site is tested daily up to 100 times!

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Taxes & Duties - ONLY North Carolina Residents
 
North Carolina Sales Tax

We MUST charge 6.75% sales tax to all North Carolina residents. If your billing/shipping address is in North Carolina, you will be charged sales tax. We do not charge sales tax to customers with billing addresses outside North Carolina.

Canadian Taxes & Duties

Jewelry imported to Canada is subject to the Goods and Services tax [GST] of 6%. We do not collect this tax on behalf of the Canadian Border Services Agency [CBSA]. Our Canadian customers must pay this tax and any other applicable fees [customs duties, taxes and custom brokerage fees] when jewelry is received. All such taxes, duties and fees are the sole responsibility of our Canadian customers.

For more information, please visit this website: Canadian Border Services Agency

 

All other international orders may require duties & taxes.  Port City Jewelers will not be responsible for taxes or duties.

 

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Repairs

If your jewelry requires repair, please submit your inquiry via email and we'll reply within 1-2 business days. Many of the items we sell have generous manufacturer warranties.  Be aware that most repairs will take time to complete.  Contact us with any questions you may have.

 

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Pricing Disclaimer

Despite our efforts, a small number of the items on our web site may be incorrectly priced. If a product is listed at the wrong price due to typographical, photographic, or technical error or error in pricing information received from our suppliers, Port City Jewelers retains the right to refuse or cancel any orders placed for such product listed at the incorrect price.

If an item's correct price is lower than our listed price, we will charge the lower amount and ship you the item.

If an item's correct price is higher than our listed price, we will cancel your order and notify you of the price error and order cancellation. You may, of course, purchase the item at the correct price.

 

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Dimensions

jewelry dimensions chart
Please note, image size is enlarged. Please refer to diagram above for proportional information only.

QUARTER dimensions: 24.26mm - diameter 1.75mm - thickness
NICKEL dimensions: 21.21mm - diameter 1.95mm - thickness
PENNY dimensions: 19.05mm - diameter 1.55mm - thickness
DIME dimensions: 17.91mm - diameter 1.35mm - thickness

Millimeters
Inches
1.6mm = 1/16"
2.4mm = 3/32"
3.2mm = 1/8"
6.4mm = 1/4"
9.5mm = 3/8"
12.8mm = 1/2"
15.9mm = 5/8"
19.1mm = 3/4"
22.3mm = 7/8"
25.4mm = 1"

 

 

 

 

 

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