Our online virtual store and showroom is open for business 24 hours a day!
Customer Service is available via live chat from 8 am to 5 pm PST, Monday through Thursday.

For immediate assistance with a live customer service representative:

Click Here for Live Chat
Available Monday thru Thursday - 8am to 5pm PST

Live chat will not be available August 3rd - August 13th. Our production and shipping departments will continue to process and ship orders as usual.

Email
We try to respond within 24 hours or less including on Fridays and Saturdays. If you do not receive a response after several attempts, it is likely that a spam filter on your email is filtering out our messages.

Location: We are located in Las Vegas, NV while our manufacturing partners are located across the United States.

Payment Methods Accepted: Visa, Mastercard, Discover, Money Orders, Paypal

Nevada State Sales Tax: MoissaniteCo.com is located in Clark County, NV, U.S.A. We are required by law to collect sales tax from Nevada residents for purchases delivered within Nevada. Nevada sales tax is not applicable to merchandise shipped outside of Nevada to residents of other states. We do not collect sales tax for other states.

If the item is shipped inside Clark County you will be charged 7.75%. If it is shipped outside Clark County but within the state of Nevada, you will be 7.75%.

If for whatever reason our website overcharges the sales tax on your purchase, contact us and we will correct it immediately.

Compliance with any other state sales or use tax is the responsibility of the customer. Contact your state’s tax division for more information.

Pricing Errors: Infrequently, data may be inaccurately displayed on our site due to system errors. While we make every attempt to avoid these errors, they may occur. We reserve the right to correct any and all errors when they do occur and we are not obligated to honor inaccurate or erroneous prices.

Pricing Updates: Prices and items are subject to change without notice, and will usually follow, to some degree, changes in the precious metals market and cost of Moissanite gemstones.

Delivery Time: Items are usually shipped within 5 - 10 business days depending on the item purchased.  This is to allow time for our jewelers time to cast, polish, size items (if applicable), and set stones. This allows us to offer a very large inventory at rock-bottom prices.  Rush deliveries are possible in a few cases and some items are available for immediate shipment.

If payment is made by cashier's check or personal checks then the merchandise will be held until the check clears - usually a minimum of 2 days, at times up to 7 days from the time we receive it - at which point the goods will be shipped.

Shipping Costs & Carriers: Shipping on all items over $200 is free, and will be shipped FedEx (or UPS) 2nd day (once the item has been sized and stones set - see 'Delivery Time' above).  Items under $500 may be shipped via USPS Express Service. Shipping on exchanged items is not free unless the new item has a greater value than the original by at least $200. All packages will require a signature by an adult upon delivery.

International Shipping: We ship via FedEx International Priority Service to many countries. Additional charges may apply. Please contact us if your country is not currently listed as a destination.

In order to deter theft of our packages, we normally declare the value of international orders at $100 and label the contents as "Costume Jewelry" (exceptions do apply, please inquire for details). Packages are insured for their actual value.

Order Tracking: You will be notified and receive a tracking number via email once your item is ready. 

Insurance: All items shipped are insured for their full value. However, the shipping carrier's insurance ends the moment the package is delivered. Please make sure that you do not have a signature release on file with UPS or FedEx. If you do, the package may be left on your doorstep, deemed delivered and it will not be insured against loss or theft. We apologize for this, but we have no way of protecting your package once it is delivered.

P.O. Box: FedEx and UPS cannot deliver packages to P.O. Boxes. If a PO Box is the only shipping address available, we will ship your item via USPS.

Privacy Policy: We keep strict confidence of all customer information and will not disclose it to any non-related third parties. MoissaniteCo.com does not sell mailing lists and will not disclose your name, email address, mailing address, etc. to any non-related third parties. Information is collected for the sole purpose of preparing, processing, and shipping orders and advertising our merchandise and or promotions only. See our Privacy Policy to read our full Privacy Policy.

Website Security: At MoissaniteCo.com security is a priority. Through the use of a secure shopping cart platform and state of the art web encryption technology through Comodo Trust (see logo at bottom right of screen), all transfers of information including payment and personal, are completely secure and are only seen and accessible by MoissaniteCo.com.

All of our jewelry is guaranteed to be free of defect. We will repair any problems caused by defect for up to 6 months from date of receipt. Warranty does not include the cost to replace missing or broken stones. If it is determined that damage has been done to the item (whether intentional or accidental) we will repair the item, but a fee will be charged including return shipping. Please note that under no condition will we reimburse for work performed by other jewelers. Furthermore, work performed by other jewelers voids our product warranty.

Build Your Ring items are not considered "Custom Orders" unless ordered in a Special Order metals (i.e. 18k gold, platinum, etc.). Please see our return policy for more general return information.

We use a 14k white gold head/prongs for all of our BYR rings as white gold is the hardest and therefore the most secure for your stone. Please contact us if you are interested in a different type of head for your BYR order.

Click here to read our return/exchange/cancellation/repair policy or request an RMA number.

Ring Sizing
We guarantee ring sizing within 1/4 size. There is an exact ring size to mm ring size conversion which our jewelers employ in creating our jewelry. Unfortunately ring sizing instruments used by jewelers are not standardized which can result in a variation of ring sizing up to 1/4 a size.

Order Errors
If an error has occurred in processing your order (i.e. ring size other than requested, incorrect gold color, etc.) please return the item to us and we will gladly remedy the problem at no charge to you.

If an incorrect ring size was requested by the customer, we will gladly resize the ring for a fee if returned within the 30 day return period.

A Return authorization number (RA#) is required. Please request one.

Order Cancellations
If work has already begun on your order, the applicable restocking fee will be charged. If work has not begun, there is a minimum charge of 2.5% to cover lost processing fees.

Repairs
If your after receiving your order repair work needs to be done, please contact us. We do not reimburse for work performed by other jewelers. No exceptions.