Frequently Asked Questions

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Who is RockHer?

As a direct-to-consumer manufacturer, we do not operate a traditional retail location. This allows us to offer you the most competitive pricing on a selection of over 500,000 loose diamonds and engagement rings, passing the savings directly to you. Our personalized customer service is dedicated to helping you create the perfect piece of jewelry for your special occasion.

We custom-make each engagement ring to order, specifically designed for your chosen center diamond and exact finger size. Unlike mass-produced, off-the-shelf rings, our pieces are crafted with meticulous attention to detail to ensure a perfect fit and exceptional quality.

What makes us different?

RockHer combines cutting edge technology with old-world craftsmanship. We have developed the world’s first diamond-picking artificial intelligence, ROSI. And we custom-make each engagement ring we sell to fit both your diamond and your finger. Making your ring to order in our Los Angeles workshop means we can tailor every detail to fit you and your diamond perfectly.

Do you have gemologists on staff?

We have GIA-educated graduate gemologists on staff and they are available to answer all your diamond questions and guide you through the purchase process.

Do you have a warranty on your jewelry?

Our Lifetime Warranty covers manufacturer's defects on custom-made jewelry with the RockHer logo. It includes repair or replacement for these defects only. The warranty does not cover misuse, neglect, accidental damage, wear and tear, unauthorized alterations, or non-RockHer pieces. To make a claim, contact Customer Service (info@rockher.com) for a Return Authorization ID and provide proof of purchase. Additional protection is available through our Extend Protection Plan.

https://www.rockher.com/pages/warranty

Where are your headquarters? Can I visit?

We are headquartered in Los Angeles. Our Offices and workshops are not open to the public.

Do you have stores?

We keep our prices as low as possible by not investing in the overhead of retail locations. Thanks to our 40-day return policy, you can view your ring in your normal environment, not the special diamond lights of a store.

Do other websites or stores sell RockHer jewelry?

Authentic new RockHer jewelry is available exclusively on RockHer.com.

What shipping options are available on RockHer.com?

We’re proud to offer FedEx® shipping on every order in the US. All orders are shipped via FedEx Priority Overnight Shipping®. All deliveries require a signature for delivery regardless of any waivers you have from FedEx®. These requirements are for your protection. We also offer international shipping. Cost of international shipping will be calculated at checkout. If you would like to arrange delivery to a FedEx® location please call, RockHer Customer Service 800-779-1726, or email info@rockher.com. We cannot ship to P.O. Boxes (with the exception of APO, FPO, and DPO addresses.)

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Do you ship internationally?

We do offer international shipping. Cost is calculated at checkout. Customs processes and import duties are the responsibility of the customer; please check with your local customs office for information.

Will I be charged sales tax on my RockHer.com purchase?

Sales tax is only charged in states where RockHer meets the sales threshold requirements. If applicable, sales tax will be automatically calculated and displayed at checkout. Currently, we collect sales tax in five states, but this may change based on regulations. If no tax appears at checkout, your order is not subject to sales tax.

What is your return policy?

We offer a 40-day return window from the date of purchase for items in original, unworn condition, including all packaging and materials.

To start a return, email info@rockher.com with your order number and purchaser’s name, and we’ll provide a complimentary insured FedEx return label (U.S. customers only). International customers are responsible for return shipping and insurance. Refunds are processed within 5 business days of receiving the return.

Promotional pricing is only valid during the advertised sale period. We do not offer price adjustments or apply discounts retroactively to purchases made before a promotion begins.

Orders may not be returned and repurchased to take advantage of a later sale, coupon, or promotional price. As a custom, made-to-order company, this type of behavior creates unnecessary production costs and waste. To maintain fairness and operational efficiency, any orders returned for the purpose of reordering at a discount will not be eligible for return under our policy.

If you’re planning a purchase and want to time it with an upcoming promotion, please contact our team — we’re happy to help.

For full details, visit our Return Policy page or contact us at info@rockher.com.

Do I have to pay return shipping?

RockHer offers free shipping of returns within the United States. Email info@rockher.com to request a complimentary insured Fedex Label for your return, include the purchaser name and order number in the email.

What is your international return policy?

International orders can be returned within 40 days of the original purchase date, as long as they are in original, unworn condition with all packaging and materials included. Customers are responsible for all return shipping costs and insurance. To initiate an international return, email info@rockher.com with your order number and purchaser’s name for further instructions.

What if I need extra help or advice about my purchase?

For assistance with engagement rings, please call 800-779-1726. A RockHer gemologist will guide you through our online store in order to assist you with purchasing a product through our website. If you would like to speak to someone about a custom design order, please contact us by phone at 800-779-1726 or email at info@rockher.com and we will direct you to one of our design specialists. If you require assistance with engagement rings, wedding bands or bridal jewelry, please email us at info@rockher.com and one of our consultants will contact you within 24 hours.

Can I change or cancel my order?

If you need to change or cancel an order, please call RockHer Customer Service at 800-779-1726 or email info@rockher.com as soon as possible. We will accommodate order changes whenever possible before the order enters production or ships. Some changes may result in a delay in shipping.

Once an order has shipped, it cannot be canceled. If your order has already shipped, you may initiate a return once you receive the package, following our return policy guidelines.

Promotional pricing is only valid during the advertised sale period. We do not offer price adjustments or apply discounts retroactively to purchases made before a promotion begins.

Orders may not be returned and repurchased to take advantage of a later sale, coupon, or promotional price. As a custom, made-to-order company, this type of behavior creates unnecessary production costs and waste. To maintain fairness and operational efficiency, any orders returned for the purpose of reordering at a discount will not be eligible for return under our policy.

If you’re planning a purchase and want to time it with an upcoming promotion, please contact our team — we’re happy to help.

Special orders and custom pieces are final sale and cannot be canceled or modified.

How do I exchange a purchase?

RockHer offers complimentary shipping for exchanges within the United States. To initiate an exchange, call 800-779-1726 or email info@rockher.com, and we will provide a prepaid FedEx return label. You can then drop off your package at any FedEx location.

Exchanges are accepted within 40 days of the original purchase date, as long as the item is in original, unworn condition with all packaging and materials included.

For more details, please see our Returns and Exchanges page or contact our customer service team.

Can I return an item that was given to me as a gift?

Yes! Gifted items can be returned within 40 days of the original purchase date, as long as they are in original, unworn condition with all packaging and materials included.

To start a return, call 800-779-1726 or email info@rockher.com with the purchaser’s name and order number, and we will provide a complimentary insured FedEx return label (U.S. customers only).

If you prefer that the original purchaser does not receive the refund, you can exchange the item for something else instead.

Some exclusions apply, including custom, modified, engraved, resized, or repaired items, which cannot be returned or exchanged.

For more details, please see our Returns and Exchanges page or contact our customer service team.

Can I have my package shipped to my office or another location?

Yes! Shipping to your office or a local FedEx Office for pickup is a great way to keep your order a surprise. If you’d like to arrange pickup at a FedEx location, just let us know when placing your order.

All shipments require a signature upon delivery, so make sure someone will be available to sign. If your order is a surprise gift, please inform us in advance so we can take extra care to avoid any accidental notifications that might spoil the surprise.

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Does your shipping box say RockHer on the outside?

All RockHer purchases are shipped in a discreet unmarked box.

What happens if my package is lost or stolen during shipping?

All RockHer packages are fully insured during transit via FedEx. We also video record the packing and sealing of every order and use tamper-evident tape on every shipment.

We require Direct Signature upon delivery, meaning someone inside the delivery address must sign for the package. If FedEx confirms delivery and obtains a valid signature, they consider their responsibility complete, and losses may not be covered under their insurance.

To cover situations beyond FedEx's responsibility (such as theft after delivery), we offer Route Package Protection at checkout. If you opt in, Route covers lost, stolen, or damaged items—even after delivery has been confirmed.

Do I need to add extra shipping insurance?


FedEx insurance is included at no cost. For additional protection (including theft after delivery), we recommend adding Route Package Protection during checkout.

Is a signature required for delivery?

Yes. All deliveries require a signature for delivery regardless of any waivers you have from FedEx®.

How do you make sure my package is secure?

We take multiple precautions:

Every order is packed under video surveillance.

All shipments are sealed with tamper-proof tape.

FedEx Direct Signature is required on all deliveries.

These steps help ensure safe, verified delivery with traceability at every stage.

Can I ship to an address that is different than my billing address?

Yes. We can also ship to a FedEx® location for pickup.

Can I track my order?

Yes! Once your order ships, you will receive a tracking number via email to monitor its progress. For engagement rings, you will receive automated progress emails at every step of the production process, from design to completion. If you don’t see these updates, please check your spam or promotions inbox.

For loose diamond orders, many of our diamonds are direct-sourced from overseas, which can take additional time before shipping. If you’d like an update on your order status, feel free to email info@rockher.com or call 800-779-1726. Our customer service team is available Monday–Friday, 10:00 AM – 3:00 PM PST to assist you.

What does your box look like?

All RockHer jewelry items are beautifully presented in RockHer’s signature gift box. Inside, your jewelry will be housed in an elegant RockHer jewelry case for safekeeping. The box also includes practical information about your piece, along with a professional appraisal and, if applicable, the IGI or GIA certification for your diamond.

Do you ship to PO Boxes?

RockHer does not ship to P.O. Boxes (with the exception of APO, FPO, and DPO addresses.) We’re proud to offer FREE FedEx® Priority Overnight shipping on every order in the US. All deliveries require a signature for delivery regardless of any waivers you have from FedEx®. These requirements are for your protection. If you would like to arrange delivery to a FedEx® location please call, RockHer Customer Service at 800-779-1726, or email info@rockher.com.

Do you ship to APO, FPO, and DPO addresses?

Yes. We also offer discounts for active members of the military. RockHer is proud to offer an 18% military discount on any Engagement Ring Setting, Eternity Band, Wedding Band, and Diamond Stud Earrings. (GIA Certified Diamonds are excluded.) For more information, please email info@rockher.com.

Can I ship to a domestic address if my billing address is an APO, FPO or DPO?

Yes. Simply use the shipping address you prefer in the shopping cart.

Does Rockher offer military and law enforcement discounts?

Yes! As a token of our appreciation, we offer an 18% discount on engagement ring settings, eternity bands, wedding bands, and diamond stud earrings. (GIA-certified diamonds are excluded.) The maximum total discount is capped at 40%, so if an item is already on sale, the discount will be adjusted accordingly. For example, if an engagement ring setting is on sale for 30% off, the military or first responder discount would provide an additional 10% off rather than the full 18%.

This discount is available to active and retired members of the U.S. Armed Forces (Air Force, Army, Coast Guard, Marines, and Navy), Police and Fire Departments, National Guard, Reservists, first responders, certain law-based government employees, and eligible spouses and dependents.

To apply, please email info@rockher.com with a photo ID verifying your service. Once confirmed, we will provide a unique coupon code for your purchase. Certain restrictions apply.

What are your payment options?

At RockHer, we strive to make your shopping experience seamless and convenient. That's why we've partnered with Shopify to manage all our payment transactions. Shopify ensures that you have a variety of secure payment options to choose from, including major credit cards, Apple Pay, Google Pay, and PayPal. Additionally, we offer flexible monthly payment options through Shop Pay Installments, Affirm, and Progressive Leasing. With these options, you can easily spread the cost of your purchase over time. Shopify's robust security measures ensure that your personal and payment information is protected every step of the way. Enjoy a hassle-free checkout process and focus on finding the perfect piece to celebrate your special moments. Bank Wire Payments are also available.

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Do you offer financing?

At RockHer, we understand that purchasing fine jewelry is a significant investment. To make it easier for you, we offer a range of flexible financing options. Through our partnership with Shopify, you can take advantage of Shop Pay Installments, allowing you to spread your payments over time with no hidden fees. We also offer financing through Affirm, providing clear, simple monthly payments with no late fees or surprises. For added flexibility, Progressive Leasing is available, offering a lease-to-own option with low initial payments. With these financing solutions, you can focus on choosing the perfect piece without worrying about upfront costs.

How does your Affirm payment plan work?

You can schedule payments over your choice of 3, 6 or 12 months with Affirm Financing. For example, if you made a $1,000 purchase you might pay $166.67/mo over 6 months at 0% APR. Please see our Affirm Financing page for more details.

I applied for financing but was turned down. Do you know why?

Financing details are confidential to protect your privacy. RockHer does not have access to your credit application.

Can you put a hold on a diamond for me?

Yes, we’re happy to hold a diamond for you for up to 48 hours. Call or email RockHer Customer Service at 800-779-1726 or info@rockher.com.

Can I get a discount for paying by bank wire?

Yes, we offer a 2% discount on your order when paying by bank wire, but this discount is not automatically applied at checkout due to platform limitations. After placing your order, you will receive an order confirmation email with wiring instructions. No transaction takes place at checkout with this payment method. When sending your wire transfer, deduct 2% from the order total before wiring the funds. Once we receive and verify the correct amount, we will confirm your order. If you decide to switch payment methods after placing your order, we can provide a regular checkout link upon request.

Are prices on RockHer.com subject to change?

Yes, prices on RockHer.com are subject to change without notice. With over 1 million diamonds in our system daily, occasional pricing errors may occur due to the vast amount of data we process. While we strive for accuracy, if an obvious pricing error occurs—such as a significantly incorrect price due to a technical or human mistake—RockHer reserves the right to cancel the order as outlined in our Terms of Service. If this happens, we will notify you as soon as possible. You will always be charged the correct price as listed at the time of purchase unless such an error is identified.

Do you price match if I see a lower price after my purchase?

All prices are final, and we do not price match. Since we base our prices on the current prices of metals and gems, which fluctuate, our prices do too.

Promotional pricing is only valid during the advertised sale period. We do not offer price adjustments or apply discounts retroactively to purchases made before a promotion begins.

Orders may not be returned and repurchased to take advantage of a later sale, coupon, or promotional price. As a custom, made-to-order company, this type of behavior creates unnecessary production costs and waste. To maintain fairness and operational efficiency, any orders returned for the purpose of reordering at a discount will not be eligible for return under our policy.

If you’re planning a purchase and want to time it with an upcoming promotion, please contact our team — we’re happy to help.

Do you offer trade-ins, upgrades or buy-backs?

At this time we do not offer these services, which would require a larger mark up on our products.

Do you buy diamonds or gold?

Sorry, we don’t currently offer this service.

Where is your jewelry made?

We make all our engagement rings to order in our Los Angeles workshop. Taking the time to make the ring specifically for you results in a better quality ring, without any seams or weaknesses. It also means we can ensure that every gem and all the metal used in your setting has been responsibly sourced because we do it ourselves. Our traditional metal wedding bands are made in the United States from recycled precious metals.

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Are your Natural Diamonds ethically sourced?

All RockHer natural diamonds are sourced only from mines that adhere to the strictest labor, trade, and environmental standards. We support the Kimberley Process but go beyond it by requiring an audited and transparent diamond supply chain. RockHer documented diamonds have information about every step of their journey from the source country through the cutting process live on our website. You can trace your diamond from rough crystal to polished gem at a glance. Buying direct from the source also means we can offer you excellent value without ever compromising on quality or cutting ethical corners. We are partners in Lipari Mineraçao, which operates the largest diamond mine in South America, the Braúna mine in Brazil, a showcase for responsible mining principles.

Are your precious metals ethically sourced?

RockHer only uses recycled gold and platinum. Why? Metal mining can often be destructive to the environment and harmful to the communities around the mines. For example, some gold mines use mercury and cyanide to extract the gold, which may contaminate the surrounding environment. We have decided to make sure that we are not supporting these practices by not buying any newly-mined precious metals.

Can I get a grading certificate with my diamond or gemstone?

All our center diamonds are accompanied by GIA or IGI diamond grading reports, the industry benchmark. GIA does not grade colored gemstones but all our gemstones are graded to our own strict quality standards by RockHer gemologists.

Do you offer jewelry appraisals?

All engagement rings are accompanied by a free appraisal. We recommend that you insure your engagement ring as soon after your purchase as possible.

Do you offer engraving?

Yes, we offer complimentary engraving and all engraved rings still qualify for our normal 40 day return policy.

Can I buy a ring without the stones?

Yes, all our rings are available without the center diamond. We recommend that you have us set your diamond into the ring so we can create the setting to fit your diamond perfectly. We are happy to set your diamond into any of our rings for just $50, which covers insurance, setting, and shipping.

Will you set my stone into one of your rings?

Yes! At RockHer, we specialize in creating engagement rings using family heirloom diamonds and personal stones. Since all our rings are made to order, you can purchase any of our engagement ring settings to fit your own diamond.

For just $50, we will professionally set your diamond into one of our rings, which includes insurance, secure setting by our expert jewelers, and return shipping. However, for security and liability reasons, we require proper documentation before accepting a loose diamond. This includes a diamond grading certificate, appraisal, or receipt verifying ownership and details of the stone.

Your diamond will be handled with the utmost care and security throughout the process, ensuring a safe and seamless experience. If you have any questions about submitting your stone, please contact us at info@rockher.com.

Can I commission a custom design?

If you would like to speak to someone about a custom design order, please contact us by phone (800-779-1726) or email (info@rockher.com) and we will direct you to one of our design specialists. Our custom design services our charged at a flat rate of $500 dollars: there are no hidden mark ups on the materials and labor to make the design.

Can I make changes to a ring I see on your site?

Because we make all our rings to order, we can make changes to the design. A simple change, like setting an oval diamond east-west instead of north-south can be made at no additional charge. A completely custom design made to your specifications in consultation with one of our designers can be commissioned for a flat fee of $500 plus the cost of labor and materials. Call or email RockHer Customer Service at 800-779-1726 or info@rockher.com.

Can I order a ring size that isn’t listed on your site?

Yes. Because we make all our rings to order, we can create them in any size, including quarter sizes. In some cases, like eternity bands with diamonds all the way around the finger, a larger size may cost a bit more because it requires additional diamonds. Simply call or email RockHer Customer Service at 800-779-1726 or info@rockher.com.

What if I don't know the right ring size?

Ordered the wrong size? No worries! All USA orders qualify for one ring resizing within the first 60 days, including shipping both ways. International customers may incur shipping, custom fees, duties, and taxes. In most cases, items sent for resizing are treated as repairs, so only shipping fees apply.

What if my ring doesn't fit?

Order the wrong size? No problem! All USA Orders Qualify for 1 ring re-sizing, including shipping both ways. International Customers must pay for shipping, custom fees, duties, and taxes, in most cases the item is sent through customs as a repair, therefore, only shipping fees apply.

How can I make sure that the diamond I received is the diamond I ordered?

At RockHer, we take diamond authenticity and accuracy very seriously. Every GIA and IGI-certified diamond we sell comes with its official Diamond Grading Report, which serves as the international benchmark for documenting diamond quality.

To ensure complete accuracy, we double-check every single stone in our office using the latest verification technologies. Many of the diamonds we sell also have a microscopic laser engraving of the GIA or IGI report number on the girdle of the diamond, allowing you to match it with the certificate for additional reassurance.

Your trust is our priority, and we take every step to ensure that the diamond you receive is exactly the one you ordered. If you ever have any questions about your diamond, feel free to contact us at info@rockher.com.

Can I see a photo of the ring before purchase?

Since all of our rings are made to order, we are unable to provide a photo before production. However, once your ring is ready to ship, we can send you a photo upon request—though at that point, you’ll be able to see it in person the next day!

If you’re unsure about your purchase, rest assured that all our rings can be returned within 40 days, as long as they are in original, unworn condition. For more details, please visit our Returns and Exchanges page.

Can I get a replica of my ring?

Looking to Make a Replica of your Custom Engagement Ring for use on vacation or daily wear? We are happy to do that for you in Silver and CZ for a flat $500 fee.
These Items are not returnable and non refundable.

Lab Grown Diamond FAQs

Are lab-grown diamonds real?

Lab grown diamonds are diamonds, just diamonds that are made by man not mined from the earth. They have all the same optical, chemical and physical properties as mined diamonds. Is ice that forms in a freezer less real than ice that forms on a lake? There are subtle differences, but they are both frozen water.

Are lab grown diamonds fake?

Lab grown diamonds aren’t an imitation of a diamond that mimics the way diamond looks. They are actual diamonds that are produced in a lab. They are very different from simulated stones like CZ and moissanite, which are lab grown minerals that might look similar to diamonds but aren’t diamonds.

How can I tell the difference between lab grown diamonds and natural diamonds?

You can’t. There is no way for consumers to easily identify lab grown diamonds or tell them apart from natural diamonds on their own. You can look for the “lab grown” inscription on a diamond’s girdle which references its grading report number. But if there is no inscription, you will need advanced gemological testing at a professional gemological laboratory to tell the difference. Because laboratory-grown diamonds are chemically, physically and optically the same as natural diamonds, traditional gemological testing and diamond detectors can’t see any difference. Advanced detectors can identify Type IIa diamonds, which include all lab-grown diamonds and about 5% of natural diamonds. Type IIa diamonds can be sent to a lab for further testing. That’s why you should always request a grading report from an independent gemological laboratory when you buy diamonds.

Why do people choose lab grown diamonds?

Lab grown diamonds are more affordable than natural diamonds so consumers can afford a larger carat weight and a better quality for the same budget. Some consumers choose lab grown diamonds because they think that diamonds produced in a lab are more ethical, less likely to have funded conflict and more sustainable than natural diamonds. That is often, but not always, the case. If the ethics of your diamonds are important to you, you need to ask exactly how and where they were produced, no matter whether they are mined or laboratory grown.

What is the difference between lab grown diamonds and lab created diamonds?

These are two popular names for the same thing: actual diamonds that are made by man in a laboratory, not mined from the earth. Both names are specifically allowed in the Federal Trade Commission Guides for the Jewelry Industry.  Because both names are used by consumers when shopping, you’ll generally see both used by retailers.

Why are lab grown diamonds so expensive?

Diamonds are really amazing, the most molecularly dense material on earth, and they form naturally only deep within Earth’s mantle, 100 miles below the surface where the heart and pressure are immense. It took a century research to devise the technology to make them at the surface of the earth. It takes a lot of energy and it’s still difficult and expensive to create large colorless and transparent crystals.

What’s the difference between lab grown diamonds and CZ?

Cubic zirconia, or CZ, is a is lab-grown zirconium oxide grown specifically as a diamond imitation. Zirconium doesn’t form cubic crystals naturally. To create CZ, it has to have a chemical stabilizer added to make it stable at room temperature. Usually CZ crystals have either yttrium or calcium oxide added to keep them stable. That means CZ has a range of physical, chemical and optical properties. It also means that some CZ isn’t completely stable and will yellow and degrade over time. CZ has a hardness of about 8.5. Unlike CZ, lab-grown diamond is actually diamond. Lab grown diamonds are physically, chemically, and optically identical to mined diamonds.  The only difference is where they formed. Natural diamonds formed a billion years ago deep within the earth and lab-grown diamonds are made by man using high-tech equipment.

What’s the difference between lab grown diamonds and moissanite?

Moissanite is lab-grown crystallized silicon carbide. It generally doesn’t form naturally although tiny green grains have been found as ejecta at meteor craters. Moissanite is doubly refractive, which means when you look at it closely you will see two blurry reflections of each facet. Most moissanite is an off-white shade with a slight tint of green. Recently some producers have found a way to heat treat the material to create whiter polished stones. Moissanite has higher dispersion than diamond, which means you will see more rainbow reflections, what gemologists refer to as the “disco ball effect.” All these properties make it visually different than lab grown and natural diamonds.

Do lab grown diamonds have any resale value?

Although resale companies like The Real Real and Worthy do resell lab-grown diamond jewelry, prices have decreased over the past few years. It’s safe to assume that prices may also decrease in the future.

Are lab grown diamonds worth anything?

Of course! Although lab-grown diamonds generally sell for less than mined diamonds they are worth much more than imitations. However, that isn’t the same thing as appreciating in value. Like all jewelry, used lab grown diamond jewelry is generally worth less than new jewelry of the same quality at the time of resale.

Are lab grown diamonds better for the environment?

Lab grown diamonds are grown using a lot of energy. Their environmental impact depends on how that energy is produced. If lab grown diamonds are produced using renewable energy like solar, wind or hydropower the impact is much lower than if the energy is produced using fossil fuels.

Are lab grown diamonds OK for an engagement ring?

Natural diamonds are the traditional choice for engagement rings. Many couples on a budget who are looking for a larger size center stone are opting for a lab grown diamond instead. According to a survey of recently-engaged couples by The Knot, about one-third of engagement rings now feature lab-grown diamonds.

Are lab-grown diamonds or natural diamonds higher in quality?

Both natural diamonds and lab grown diamonds are available in a range of qualities.Neither is inherently better in quality. An independent grading report is the best way to compare the quality of diamonds, whether they are natural diamonds or lab-grown diamonds. Lower color grades of lab-grown diamonds are more likely to have a brown tint and lower color grades of natural diamonds are more likely to have a yellow tint.

Can people tell it’s a lab-grown diamond?

No one will be able to tell that your diamond is lab grown just by looking at it, even with a jeweler’s loupe. Only a trained gemologist using specialized detection equipment can tell the difference.

Extend Protection

Why should I add an accidental damage plan?

This plan provides coverage for accidental damage from handling/daily wear, such as replacement for loss of diamond or gemstones, repair of chipped or cracked stones, restringing of stretched pearl necklaces, broken, bent, or worn prongs, clasps and hinges and more.. Our plans are in effect from day one and even extend your coverage from defects in workmanship and/or materials after your manufacturer’s warranty expires.

When am I covered?

We've got you covered after the manufacturer's warranty expires through your chosen term. You may be covered from accidental damage starting on day one through your chosen term.

What if I need to return my product?

If you return your product, your retailer returns the amount you paid. Depending on how much time has passed since your purchase, Extend may issue a prorated refund, less any paid claims.

What information do I need to provide?

  • When you contact Extend, you will simply need to provide either your contract ID, email address, or another identifying piece of information.

What if I need to return my jewelry?

You return your jewelry, the merchant returns the money you paid for the protection plan. Depending on how much time has passed since your purchase, Extend will issue a pro-rated refund.

What do I need to provide if I file a claim?

When filing a claim with Extend, you will simply need to provide either your contract ID, email address or another identifying piece of information.

ROUTE FAQ

How Does Route Work?

If your order ends up lost, damaged, or stolen, Route’s expert support team helps ensure that your order gets replaced or refunded as preferred. Claims will be reviewed for approval within 1-2 business days from filing. Need to file a claim?  File here

How Does Route Process Refunds or Reorders?

Refunds: When refunding an item, Route covers the subtotal of the order. Shipping costs, taxes, and the Route premium are not included for merchants who do not have Automatic Issue Resolution (AIR), also known as Resolution via Platform (RVP). Reorders: Route will reorder the items, depending on in-stock availability. Unavailable items will be refunded. Route will cover the cost of any reorders including shipping and taxes.

When Should I File a Claim?

Marked As Delivered (Stolen)

  • Claims will be reviewed no earlier than 5 calendar days and no later than 40 calendar days from when it was marked delivered.
  • In some cases, the Route Support team may require a police report before moving forward with an order issue.

Stuck In Transit (Lost)

  • For domestic orders, claims will be reviewed no earlier than 2 calendar days and no later than 40 calendar days from the last update. The maximum filing time is 365 days from the order date. 
  • For international orders, claims will be reviewed no earlier than 20 calendar days and no later than 40 calendar days from the last update. The maximum filing time is 365 days from the order date.

Damaged

  • Claims for damaged items require photos of the packaging and item(s) and must be filed no later than 40 calendar days from when it was marked delivered.

All of Route’s policies are listed here

Where is My Order?

Once your order has been fulfilled by our team, a shipping confirmation with a tracking number will be emailed. You can download  Route’s mobile app for iOS or Android to visually track your package and receive real-time notifications on its estimated delivery.

What if My Order Never Arrives or is Stolen?

If your order has not arrived, please file a claim with Route here

What if My Order Arrives Damaged?

If your order has arrived to you damaged, please take photos of the item and the packaging it arrived in to include in your claim when filing. You can file a claim with Route here.

How Do I File a Claim for my Lost, Damaged, or Stolen Order?

You can file a shipping issue on Route’s app or via the web here. To file a claim, you will need your store order number OR Route ID number and the email address that was attached to the order.Haven’t downloaded the app yet?  Download here

What are Route’s Terms and Conditions?

Route’s terms and conditions are listed here: https://route.com/terms-and-conditions/

Is Route a Licensed Insurance Company?

While Route itself is not an insurance company, Route provides access to shipping insurance. It does this through its entity, Safe Order Solutions, which is licensed to sell the shipping insurance issued by Seg Insurance Ltd. This makes Route's Protect product legal and compliant for brands to offer as shipping insurance to their customers.

What is Route and Green Package Protection?

Route's Green Package Protection is a package protection solution that helps cover your order in the event that your order gets lost, stolen, or damaged while in transit while also protecting the planet. We know how frustrating it is to have something happen to your order, so we’ve partnered with Route to offer added assurance that you’re supported, no matter what.

Every time you add Green Package Protection to your order, Route donates to support agroforestry initiative that removes CO₂ from the air and promotes a flourishing ecosystem. You can also utilize the Route App to visually track all of your online orders in one place and easily file a claim with their team. Whether you’re tracking via the Route App or online Route’s real-time shipping updates keep you in the loop throughout every part of your delivery. Haven’t downloaded the app yet? Download here Purchased Route's Green Package Protection and looking to file a shipping issue online? File here

What is Carbon Neutral Shipping?

Route is covering the cost to neutralize shipping emissions for all orders that are purchased through our sites at no additional cost to you. "Green Package Protection" Shipping includes package protection, with the additional benefit that your shipment is carbon neutral.

How does Green Package Protection/Carbon Neutral Shipping work?

Route has partnered with Patch, a carbon credit marketplace, to facilitate the purchase of carbon credits to neutralize your emissions. Carbon credits represent a certified unit of carbon removal or avoidance delivered by environmental projects that can be purchased to naturally remove carbon from the air. Patch is a high-integrity carbon removal project that is vetted and certified by organizations like Gold Standard, Verra, Climate Action Reserve, and The American Carbon Registry.