This page is our Policy Page. All orders and how we do business are governed by this Terms of Service Page. Make sure that you understand how your order will be handled prior to placing an order with us.
We have a commitment to quality products and authenticity. We guarantee that all products that we sell are New, Original and of the Highest Quality and that your information is 100% secure. If you are dissatisfied with a purchase, simply send it back to us for a refund.
Shop with confidence, we offer a 21 day money back guarantee on many of our jewelry items. See Below for Details.
Cancelling an Order
To change or cancel your order, you must inform us via email, live Chat or phone 866.620.8419 within 24 hours of placing the order as we quickly process the order when we receive it so that our customers can get their products quickly. If we aren't notified within 24 hours and the product has been shipped, we will refund you for the purchase using the payment method you used during the time of purchase minus a $15 shipping and handling charge. We will contact the carrier and try to reroute the package back to us before it gets to your location. The carriers do charge us for doing this. If the shipment does make it your location you may be subject to a 15% restocking fee as we do incur costs on returned items. Make sure you are 100% happy with the order before placing it.
Shipping to U.S. destinations using our Standard Shipping Method generally sent out using the FedEx Ground service within 2 to 3 business days of receiving the order. Keep in mind, we only ship Monday through Friday (not including major holidays). Orders totalling over $150 will ship free to US locations.
If you need your order delivered outside the United States, there will be international shipping cost added to the order up to $40 to most locations and the free shipping service for orders over $150 is not available to locations outside the United States. Generally on international orders, your item will ship out 2 to 4 business days after you have placed the order and will arrive in 5 to 10 days (depending on your country's typical shipping time and customs procedures). Shipping to places outside the U.S. will typically be done by UPS or USPS. Some countries are high risk areas for fraud such as Nigeria and we will not ship to those locations. You will receive a tracking number once we ship your order via email. Orders to PO Box, HI, PR, AK, APO and FPO should be available for the free shipping offer however they are generally sent via USPS.
All deliveries MUST be signed for upon delivery. Every product shipped is sent with the signature being requested upon delivery. We are not responsible if you are setup with the delivery company to have items dropped off without the signature needing to be signed (i.e. you have authorized a release) and the item ends up being stolen or lost.
We generally ship items out within 2 to 3 business days of receiving your order under our standard shipping program. If you chose an upgraded shipping method and/or used PayPal as a payment method - we will ship within 1 to 2 business days.
On orders being shipped within the United States, you can generally expect your order to arrive at your front door within 5 business days of placing the order when using our Free Standard Shipping Method. If you chose the Shipping Upgrade at checkout and PayPal as the payment method, you can expect your order to arrive within 2 business days.
Orders placed after 5 pm eastern begin their processing on the next business day. So, if you placed an order after 5 pm est - Day 1 for your particular order starts on the next business day.
We will deliver to those countries & regions that are considered safe destinations among the U.S. based online stores such as most of Europe, Canada, Australia, etc. There will be a $35 charge for delivery to all locations outside the United States. All returns will be issued as normal EXCEPT the $35 delivery charge will not be refunded. The amount you used to place the order will be returned minus the shipping charge. Make sure you are 100% confident on your purchase.
Out Of Stock Items
Our inventory and product availability is monitored closely. You can assume the item is in stock if the item is for sale on the website. On rare occasions the item you ordered may be sold out. If this occurs, we will notify you within 1 business day via email and refund the full purchase price to you using the method you used to purchase the order.
Security and Privacy Guaranteed 100%
Most Orders can be returned up to 21 days after the ship date for a full refund. Below this standard description of our Return Policy are the changes to the policy for items that may fall under our 5 day return policy.
All returns must reach our office within 5 or 21 days of the invoice date depending on the item being returned. If you would like to return a product from your order simply contact us via email, telephone or live chat where we will give you an RMA number.
You then need to promptly send the unopened product back to the address that we give to you during the return process in its original sealed packaging with all reports, documents, free gifts (and their associated items), materials, etc. Upon receiving your return, the item(s) will be reviewed by our Quality Assurance department. If everything checks out, we will issue the refund or initiate the exchange process. Please note that items showing signs of wear, personalized items or those that have been engraved, altered, resized (by us, a jeweler or anyone else), or damaged in any way cannot be accepted for return. Any items purchased in our Clearance and/or Overstock section cannot be returned or refunded. Returns with no RMA code issued by us and packages that are improperly packaged or uninsured will be refused receipt.
You can expect a refund within one billing cycle (up to 30 days - but generally within 10 business days) of our receiving your returned product using the payment method that you placed the order with. The amount refunded may be reduced if the customer kept gifts, returned the products damaged and/or altered products or for other reasons outlined on this page.
There always is a shipping cost when we send an order to the client, however we elect to absorb the cost when you purchase from us. If you return an item that was opened we must get reimbursed for the shipping cost. The max that we will charge is $20 (typically $14 to $18) unless you requested a special shipping method that is more expensive than the 2 day Fedex we normally use when you placed the order. If the item is returned within 3 days of the client receiving the order, we will waive this shipping charge if you buy another product or exchange the unwanted product with us. Shipping cost, (if any) is non-refundable for undelivered, unclaimed, returned and refused packages, unless we made an error with your order. There also is a 15% restocking charge for any unclaimed, refused or undeliverable orders. If the error was made by us you will receive a refund for the full amount that we charged you for and no shipping charges will be applied against the customer.
There is no refund of any kind after 30 days. There also is no refund or returns on any sale of any custom jewelry that we customized on your behalf (to include sizing of a ring) or that you customized on your own.
Any Redeemable Points or Bonuses will be removed/reduced by the amount that was given for the transaction that was returned.
Any shipping activities to our location by the client or their representative, must always be sent where the signature is required and getting insurance for your shipment is highly encouraged. The customer must use UPS, Fedex or the U.S. Postal Service and the package must be trackable with delivery confirmation. We are NOT responsible for products that we send out and are signed by someone other than the buyer who is on the receipt at the time of sale with PendantsDirect.com that was produced by our system and is on the packing slip. We are also NOT responsible for shipments sent to us without the required signature service nor for lost items that have not been properly insured.
* due to the precious nature of items that contain gemstones or pearls as well as a few select other jewelry items, these jewelry items may have a 5 day return policy - contact us for confirmation prior to placing the order. A quick way to tell if the item falls under our 5 or 21 day return policy is in the Item ID code which is listed near the top of that item's page. If the first character after "jewelry" is a 6 - then its a 5 day return item.
i.e. if the Item ID is jewelry63843mwg304079mwgp - the first character after "jewelry" in this example is a "6" so this item will be an item that needs to be returned within 5 days. If the first character after jewelry is anything else - this item has a 21 day return policy - for example - jewelrych632mwg288302mwgp would be a 21 day item as the first character after "jewelry" is a "c". Keep in mind, the word jewelry is just for example purposes, it may say pendant, charm or some other word.
On all orders where the order amount is over $100 and the billing address differs from the shipping address, we may elect to confirm the order by telephone and/or email to avoid fraudulent charges. All orders above $500 where the addresses differ must be confirmed by us by telephone. Orders where the billing address and shipping address are identical, will not be subject to a verbal confirmation. We will pursue all instances of fraud to the fullest extent of the local and federal law. All orders are put through a security system when initially transacted and are also manually checked by our employees for red flags. Some countries outside of North America such as Nigeria are considered high fraud areas and we will not deliver to those countries. Most of Europe (all of Western Europe), Australia, all of North America are not part of that fraud area. Please email us or utilize the live chat if you are concerned that your location is in the Fraud zone.
Sales Tax Information
State laws require that we charge applicable sales tax on orders shipped to addresses in the state of Florida only. All orders shipped outside of Florida will not be charged sales tax.
We accept Visa, Mastercard, American Express and Paypal.Please be sure to provide your exact billing address and telephone number (i.e. the address and phone number your credit card bank has on file for you). Incorrect information will cause a delay in processing your order. Your credit card will be billed upon shipment of your order.
In the unlikely event that your order or part of your order arrives damaged, please contact us via email, phone or live chat immediately and we will give you instructions on solving this problem.
In the event a product is listed at an incorrect price due to typographical error or error in pricing information received from our suppliers, Our Store shall have the right to refuse or cancel any orders placed for product listed at the incorrect price. Our Store shall have the right to refuse or cancel any such orders whether or not the order has been confirmed and your credit card charged. If your credit card has already been charged for the purchase and your order is canceled, PendantsDirect.com shall immediately issue a credit to your credit card account in the amount of the incorrect price
Coupons and Discount Codes
Occasionally we feature discount coupons and promo deals. Unless, otherwise notated, coupons are for a 1 time use only and may have an expiration date. You can only use 1 coupon per order. If our system allowed you to use 2 or more coupons (which is rare and would be accidental) for the same order, we will delete the coupons until just 1 exists. However, you are allowed to have 1 coupon and numerous auto-system generated promotions - ie. Free Polishing Cloth, Free Gift Wrapped Box, $10 off if you purchase 2 or more items, etc. on an order. Our checkout process will automatically add those promotions if your order qualifies.
Our images are actual (not rendered) images of the product. However, depending on your screen settings the product may be actually smaller or larger than it appears on your computer monitor/screen. Also, some products may show a picture of a 14K Yellow Gold necklace but the product is actually a 14K White Gold necklace... i.e. same style, different color/metal type. Whatever the text says in the product name AND product description is the actual and exact metal type. Be sure you are buying the correct product and don't go solely off the picture but read the product description to ensure it is exactly what you want. Also, some pictures such as a Charm, Pendant, Medal, etc. may show a chain or a necklace with the item however, the chain is not included unless specified in the product description. One last note - on diamond and gemstone earrings the carat size listed is the total carat weight for BOTH earrings together so for example if it says 1 carat in the description, each earring has a 1/2 carat gem for a total of 1 carat for the pair.
Overstock & Clearance Items:
As noted on the Overstock/Clearance page, these items are non-refundable. These items are heavily reduced in price so we do not ship these in a gift wrapped box nor with a polishing cloth. These items are shipped in a Jeweler's baggie. Make sure the item you purchase from this category is exactly what you want. All of these items are new and genuine and we just have too many in stock or we are phasing them out which is the reason for the deep discount. If the item is sold out by the time we process your order which is a possibility due to the nature of these items being in limited supply and such a low price, we will issue a full credit refund.
If a free gift was provided in your order it is not redeemable for cash and we reserve the right to substitute the gifts we offer as our inventory may change as well as stop the program at any time. If the order or an item is returned, the gifts must also be returned.
Points / Redemption Points
We give out points for each purchase. You get 1 point for every $1 spent. These points are generally redeemable at a rate of 10 points = $1 of purchasing power. They can be redeemed 30 days after the successful transaction that gave the points to you. If the item was returned, the points are taken back and cannot be used. There are no returns on items "purchased" using redemption points. All sales are finals on those items that are ordered using redemption points. To redeem your points you need to login to your account and go to the My Rewards section and click on Redeem. You will see a list of items that can be redeemed using your points.
Order Acceptance Policy
Your receipt of an electronic or other form of order confirmation does not signify our acceptance of your order, nor does it constitute confirmation of our offer to sell. PendantsDirect.com reserves the right at any time after receipt of your order to accept or decline your order for any reason or to supply less than the quantity you ordered of any item.
Copyright and Trademark Notice
Unless otherwise specified, all materials appearing on this site, including the text, site design, logos, graphics, icons, and images, as well as the selection, assembly and arrangement thereof, are the sole property of this Store., Copyright © 2010, ALL RIGHTS RESERVED. You may use the content of this site only for the purpose of shopping on this site or placing an order on this site and for no other purpose. No materials from this site may be copied, reproduced, modified, republished, uploaded, posted, transmitted, or distributed in any form or by any means without our prior written permission. All rights not expressly granted herein are reserved. Any unauthorized use of the materials appearing on this site may violate copyright, trademark and other applicable laws and could result in criminal or civil penalties.
Thanks for ordering from us and we deeply appreciate your business and look forward to the opportunity of working for you to provide a great product at low prices and with World Class Service. Customers are the lifeline to our business and we truly understand and respect that. Providing great customer service shouldn't be an option it should be expected.
This page and our policies are subject to change at any time. Check back often to view the most updated Terms of Service. This current and "live" website page will dictate the rules and terms of our service on all previous, current and future orders.