Support Articles

Learn all about shopping at MoissaniteCo: shipping and payment options, order processing, website security and privacy, and the various services we offer our customers.

Education Articles

Learn about the key components of Moissanite, including its brilliance, durability, and color, and explore our many different guides to help you select your perfect ring.

Frequently Asked Questions

Questions commonly asked by our customers and answered by our company experts.

Is Moissanite Graded on the GIA Color Grading Scale?

GIA has developed a color grading scale which is commonly used in diamonds, and the same scale can be applied to Moissanite. According to the GIA scale

  • Grades D, E, F: colorless
  • Grades G, H, I: near coloress
  • Grades J, K: faint color

So what does that mean? Grades D, E, F and even G are completely colorless and can be described as "icy" white. Grade H and I still look white, but its a slightly warmer or steely white. When you get into the J and K range, you will start to see a bit of yellow.

So what is the difference between D and F color? In reality, little to nothing. One needs to have special lighting, expert training and view the diamond or Moissanite loose (not set in jewelry) and upside down to tell the difference. The difference between D and F is a difference on paper only. Even once set in jewelry and in normal lighting, its difficult to tell the difference between a D color and a G or even H color stone.

How do I clean and care for my Moissanite?

Moissanites do need care to keep them at their brilliant best. A clean Moissanite will reflect light better and allow its fire and brilliance to show. That added brilliancy makes the Moissanite look larger than one that has been "dulled" by oil from the skin, soaps, cosmetics, and everyday activities.

One of the advantages of Moissanite over diamonds or any diamond alternative available is that it does not have the same affinity towards grease and oil. That being said it is still a good idea to clean your jewelry about once a month to keep them sparkling as brilliantly as possible.

Here are four simple ways to keep your Moissanite gemstones looking their best:

The Detergent Bath

Prepare a small bowl of warm soapy water. Use any mild liquid detergent that does not contain "soap" for it creates another type of "film" on the surface of the Moissanite. A mild liquid detergent would be something like original Dawn dish detergent. We do not recommend the use of any abrasive cleaners for any type of jewelry. Brush pieces gently with a toothbrush and rinse well. A hair dryer may be used to finish drying the jewelry.

The Cold Water

Another home cleaning process you can do is to make a cup of a solution containing water and household ammonia or similar product like Mr. Clean. We recommend about 3/4 parts of water and 1/4 part of the cleaning chemical. Let the Moissanite jewelry soak for about 10 minutes and with a toothbrush gently tap around the back and front of the mounting and if you can, try to reach behind the mounting where dirt would have accumulated. Rinse it well with warm to hot water and dry it with the help of your blow dryer. (We don't recommend the use of towels for drying your jewelry).

Commercial Home Jewelry Cleaners

You can purchase one of many formulated, non-toxic liquid jewelry cleaners such as GemCare. These cleaners are ideal for effectively removing the "film" that can accumulate on a gemstone surface.

Ultrasonic Cleaner

This is the most effective option for maintaining the brilliance of your Moissanites. It is the method our jewelers use prior to shipping customers' orders. It creates a high-frequency turbulence which can clean most of your jewelry.

Additional Recommendations

You may try to avoid using your fine jewelry while playing sports (working out in a gym is included here) or when you do any kind of rough work. Even though a Moissanite is the most durable natural crystal structure known to man, it can be chipped by a hard blow along its grain.

When you are not wearing your Moissanite jewelry, try to separate them individually. Moissanite pieces in a drawer or left in contact with other jewelry in a jewelry case can scratch each other and also can scratch other jewelry.

How can I log into my account?

If you are having trouble logging into your account and have already requested a new password, please send us an email including your name, email address and address (or order number if you have it), and we would be happy to investigate and resolve the problem. If you provided the wrong email address when the account was created or misspelled part of the address (i.e. yahoo.con) we will need to investigate and fix it on our end.

How do I change my account password?

To change your password, first log into your account, and then click on the "Account" link near the top of the website.  Once on the Account page, click on the "Change My Password" link (see 2nd illustration below). 

Is Moissanite resistant to heat & chemicals?

Durability is a material's ability to remain intact or withstand exposure to temperature and chemicals. Moissanite can easily withstand temperature variations during the jewelry manufacturing process and repairs at a jeweler's bench (unlike other gemstones such as cubic zirconia or emerald). In fact, Moissanite has a higher vaporization temperature than diamond and can withstand temperatures reaching 2,000 degrees Fahrenheit.

Moissanite is also very stable when exposed to various chemicals, solutions and acids typically used during both manufacturing and jewelry repair that commonly damage other less stable gemstones.

Will Moissanite Scratch Easily?

Hardness refers to a gemstone's resistance to being scratched or abraded and is commonly expressed as a number ranking (1 being the softest and 10 being the hardest) on Mohs relative hardness scale.

Moissanite ranks 9.25-9.50 on the Mohs scale making Moissanite one of the hardest gemstones on earth. It's unusually high hardness makes scratching and abrasions very rare, even after many years of daily wear and tear.

Moissanite's ability to resist abrasion and scratching easily outranks and is more than double (120%) the hardness of any popular diamond simulant such as Diamond Nexus (CZ), Russian Brilliants (CZ), or Sona Diamond (CZ).

Is Moissanite resistant to chipping?

Yes. The ability of a gemstone to remain intact, withstand force (pressure) and resist breaking or chipping is known as toughness. Determined by a substance's atomic and chemical structure, toughness can vary directly within a gemstone.

While both Moissanite and diamond are rated excellent in toughness, Moissanite has a different atomic structure than diamond which does not have a direction of cleavage (which sometimes is considered as a direction of structural weakness) like diamond. Simply said, Moissanite outranks diamond in overall toughness.

What is the Difference Between F1 and MC?

The new Moissanite is made of the same type of Moissanite crystal as the Forever One brand (called 4H Silicon Carbide). We are lovers of the Forever One Moissanite and continue to proudly offer it. Our new brand is simply a lower cost alternative for those customers who demand high quality, but are on a tighter budget.

The MoissaniteCo brand is colorless (E-F color), visually flawless clarity (VVS+) and the cut and polish is excellent. The Forever One is offered in both colorless (D-F) & near colorless (G-H), VVS+ clarity and the cut and polish is excellent

We are offering the same warranty as Charles & Colvard does on the Forever One Moissanite, including warrantying larger stones (5mm and larger) against damage, although there may be a partial replacement fee in the case of damage.

How do I Submit a Custom Order?

We provide custom designs services. Please provide us with photos or a direct link to what you are looking for, along with all the details of what you would be interested in.

The details would include: The center stone shape, size, and type (Forever One or MoissaniteCo brand), metal type, ring size and side stone type (diamond or forever one) you would be interested in.

How do I Return/Exchange an Order?

We are sorry that you weren't satisfied with your order. To initiate a return/exchange , please fill out the RMA form below. You'll want to list the details in the "reason for return" section. Once submitted, you will receive complete instructions via email, within 1-2 business days.

Submit a return request.

What is Your Return Policy?

We offer a 30 day return policy on most items purchased through our website. Please click here for further details.

Are there Restocking Fees?

In order to offer the enormous selection of jewelry and product options at below-retail prices, a small restocking / processing fee is applied to orders that are returned.

The restocking / processing fee for items returned for a refund are as follows (higher for eternity rings, please see above): 14k gold: 5% Palladium: 7% Platinum: 10% Special Order Loose Stones: 2.5%

There is no restocking fee on items exchanged for something of more or equal value (if exchanged orders are also returned, there is a restocking fee on both orders). The exception are eternity rings (please see eternity ring section above).

There is NO restocking fee if a single loose stone is purchased and a single loose stone is returned for a refund. If multiple stones are purchased within a 30 day period and multiple stones returned for a refund there is a restocking / processing fee of 2.5% (regardless if it is a single order or multiple orders).

Shipping fees are not refundable.

We would encourage you to review the full return policy for other stipulations.

How Long is the Order Processing Time?

Since all of our jewelry is made to order according to the specifications chosen by our customers, the order processing time can vary. The processing time varies from 1 - 3 weeks depending on the item purchased. Please reference the individual product pages for the most current processing times. Once completed, orders are shipped via UPS and a shipping notification will be emailed to you with the tracking information. For more details click here.

Where Can I find the Warranty Information?

Below are the links to our warranties, already included in your purchase.

Moissanite Warranty & Guarantee

Jewelry Warranty

We highly recommend considering for your jewelry insurance needs. We insure not only our company's jewelry but our personal jewelry through Jewelers Mutual, and we don't believe there is a better source. Their rates are the most affordable, and their claim process couldn't be easier.

What is Your Telephone Number?

Unfortunately, we don't offer a customer service phone number at this time. We offer a live chat service through our website Monday through Friday, 8AM to 6PM CST. We are available via email 7 days a week and work hard to answer all inquiries within a few hours. However, the guaranteed time is 24 - 48 hours.

Do You Have a Store?

We are a factory direct manufacturer of Moissanite jewelry. All of our jewelry is made to order according to the specifications requested by our customers. Therefore, we do not currently have a showroom.

Is a rush service available?

If you need your order delivered by a specific day, please contact us with the details of the item(s) you would like to order and the required delivery date, and we can confirm whether or not it is possible. We do not charge a rush processing service, but we do require that the customer upgrade to overnight shipping for U.S. orders (an additional $25).

Is it safe to ship jewelry?

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.

Will a signature be required for delivery?

All items are shipped with a signature required. In order to insure the package, our insurance company and UPS require a signature. If we were to waive the signature requirement, if the package was lost, damaged, delivered to the wrong address, tampered with by a UPS employee or stolen from your doorstep, etc. there would be no coverage. For this reason, waiving the signature requirement is not an option.

Can it be shipped to a different address?

If payment is completed via credit card (not through Paypal) your order can be shipped to an address other than the billing address. Additional review and verification of your order may be required to ensure it is authorized by the credit card owner.

What if I am not home to accept delivery?

UPS 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 UPS station, please call the number on the UPS door tag or 1-888-742-5877 with your tracking number.

Can the package be held for pickup?

For U.S. and Canada orders, we can request that UPS hold the package at the nearest UPS Office. Please make the request in the Special Instructions box at the bottom of the page, and we provide the instructions to UPS.

Please note that the owner of the credit card used to make the purchase must pick up the package. UPS will require a government issued photo ID to release the package.

Is the packaging discreet?

We ship in plain UPS packages with no mention of Moissanite or jewelry. Therefore it is very discreet.

Do you ship to military APO's?

Yes. We will gladly mail your purchase to any military APO using the US Postal Service Priority Mail Service. APO mail shipments are fully insured and can take one to two weeks for delivery, so order early!

Can you ship to a PO box?

We can ship your order to a PO box via USPS Priority service only if it is also your credit card billing address. Otherwise we will need a physical address for delivery.

How fast is UPS International shipping?

Worldwide Express shipping normally arrives to most Canadian locations in 1 business day, and is guaranteed within 3. To all other countries, it normally arrives in 2 - 4 business days.

Will I have to pay Customs fees or taxes?

International customers will be responsible for any duties, VAT, taxes or surcharges levied or charged upon entry of the package, so please check with local authorities prior to placing your order to confirm taxes and duties.

To deter theft and tampering with packages, we declare the value of the package contents at $400 USD and describe the contents as "Costume Accessories". Based on the feedback we have received from our customers, duties or taxes assessed on the package are typically assessed on this declared value.

What Customs value is declared?

To deter theft and tampering with packages, we declare the value of the package contents at $400 USD and describe the contents as "Costume Accessories". Based on the feedback we have received from our customers, duties or taxes assessed on the package are typically assessed on this declared value.

Will I receive a tracking number?

Once your order has been processed, packaged, and picked up by UPS, we will email the tracking number to the email address provided. We also will update your order history with the tracking number.

What is the status of my order?

Because most of our jewelry is made to order, orders are shipped within 1 - 10 business days depending on the item purchased. This time is required for our jewelers to cast, polish, size items (if applicable), and set stones.

We do our very best to accomodate our customers' special dates (engagements, anniversary, birthdays, etc.). If you need your item by a certain date, please request it during checkout. If it is not possible, we will contact you right away.

  • Loose stones are typically in stock and ship within 1-2 business days.
  • Stud earrings typically ship in just 6 to 8 business days, unless otherwise stated.
  • Sale rings typically ship in 5-7 business business days.
  • The rest of our jewelry typically ships in 10-15 business days.
Please contact us if you have any questions or would like a more specific estimated shipping date.

How do I change the shipping address for my order?

Please send us an email with your order number and the address to which you need it shipped.

Please note that if you paid via Paypal, we have to ship it to the confirmed Paypal address.

How can I upgrade the shipping method to a faster service?

For U.S. orders, if you would like to upgrade to a faster service, please send us an email, and we can add it to your order.

If you paid with a credit or debit card, we will charge the upgrade fee to the account and update your order. If you paid via Paypal, we will need you to send us a Paypal payment to

What does "in production (u)" or "in production (c)" mean?

This order status means that your order is currently being made by our jewelers. The suffixes (i.e. U, C, A, etc.) are internal codes only.

Will I be notified when my order ships?

Once your order is ready to ship, the status will change to "Ready to Ship" on the website. Once UPS has picked up the package, the tracking number will be emailed.

How do I return my order?

To initiate the return process, please go to the return policy page and submit an RMA request. Return instructions will then be emailed to you.