Are Any Items Available for Immediate Shipment?
In most cases, loose stones are in stock and available for immediate shipment and at the latest within 1 business day. Many of the sale items including rings are available for immediate shipment (unless ring sizing is required).
What Happens if I am Not Available to Accept Delivery?
FedEx will attempt delivery 3 times before holding the package at the station for pickup. If after the 1st attempt you would prefer to pick it up in person at the FedEx station, please call the number on the FedEx door tag or 1-800-GO-FEDEX with your tracking number.
What if My Jewelry is Lost During Shipping?
MoissaniteCo takes every precaution to ensure that your order arrives safely. Your order is fully insured during transit, and we require a signature for all packages.
Can Your Remove the Company Name to Ensure Discreet Delivery?
All packages are sealed in unmarked FedEx boxes to ensure discrete delivery. The FedEx box does not state Moissanite, jewelry, or give any indication as to the contents of the package (except in the case of international and APO shipments where a Customs declaration is required.)
Can You Remove the Signature Requirement for Delivery of the Package?
All items are shipped with a signature required. In order to ensure the package, our insurance company and FedEx require a signature. If we were to waive the signature requirement, there would be no coverage if the package was lost, damaged, delivered to the wrong address, tampered with by a FedEx employee or stolen from your doorstep, etc. For this reason, waiving the signature requirement is not an option.
As an alternative, for U.S. and Canada orders, we can request that FedEx hold the package at the nearest FedEx Office or FedEx station for pickup. To avoid delays or to be able to select the location please make the request prior to shipment. You can make the request in the Special Instructions during checkout, and we will add it to your order. Please note that the owner of the credit card used to make the purchase must pick up the package. FedEx will require a government-issued photo ID to release the package.
Can I Pick Up My Order in Person from Your Office?
Because all of our jewelry is made to order, we do not currently have a showroom or a reception area for walk-in customers. Therefore all orders must be shipped via FedEx unfortunately.
Making Changes to Your Shipment
How Can I Reroute the Shipment to a New Address?
Once the FedEx package has been picked up from our company, changing the delivery is difficult given FedEx's system. If the package is going to a U.S. address and was shipped via FedEx Express, it is possible to make the request. FedEx charges $11 to make the change (which our company will not cover), and in our experience, even with the fee, FedEx cannot guarantee that they will be able to successfully update the address before the initial delivery request is made. This is due to the requests being routed initially through their call center, then sent to the various offices, and finally to the FedEx driver. Typically it takes at least 24 hours for the station and driver to receive the notice.
Because of the difficulty involved in changing the address once the package is shipped, it is a very good idea to provide us with the best delivery address when the order is placed. A request can also be made to have the package held for pickup at the FedEx station if you will not be available once the package has been delivered. This can often be done directly on the FedEx website with the tracking number or by calling 1-800-GO-FEDEX
In the case of FedEx Ground, FedEx International, and USPS shipments, changing the delivery address is not possible.
How Can I Upgrade the Shipping on My Order?
We offer the following FedEx shipping methods for US orders, over $200:
FedEx Ground or FedEx Express Saver (3-day): Free FedEx 2nd Day Express (2-day): $10 FedEx Express Standard Overnight (1-day): $25 Please note that shipping transit times are Monday - Friday and weekends aren't included.
If you have already placed an order but would like to upgrade the shipping method, please contact our Live Chat Representatives for assistance or you can email us at email@example.com after hours.
Saturday delivery may be available upon request. Please contact us via Live Chat or via email for pricing and availability.
If the current order status is already "Ready to Ship" then it is too late to change the shipping method.
Tracking Your Order
Where do I Track My Order Once it Ships?
When your order has shipped, you will receive an email with the tracking information. It will also appear in your order history on the website.
If the package shipped via Fedex, it can be tracked via their website (we have included the link below). Or if it shipped via USPS, it can be tracked via the USPS website.
Will I Receive a Tracking Number Once My Order has Shipped?
Once your order has been processed, packaged, and picked up by FedEx, we will email the tracking number to the email address provided. We also will update your order history with the tracking number. Therefore if your email provider filters out our email message as spam you can retrieve the tracking info from your order history.