Store Policies

With Customers Worldwide you can rest assured that our items are as Described. We abide by the FTC Guidelines for Gemstones And Jewelry Sales. If the items states, it is 14kt Gold, it is solid 14kt Gold (not Plated). If the items states, it is Sterling or Sterling Silver, it is Solid Sterling Silver (not Plated). If the item states, it is a Natural Gemstone, it is a Natural Gemstone (mined from the ground). If the Gemstone is enhanced it will be stated.

USPS on all orders. Our items are securely packaged and tracked until delivered to your home or office. For your protection, all items will be insured for their full value and shipped using the fastest and safest delivery method.

For credit card purchases, we must ship to the verified billing address of your credit card. A customer service representative will call you to confirm all your card details.

If paying via wire transfer, money order, or bank check your order can be shipped to an address of your choice. All shipments with confirmation signature require an adult signature required. Understanding the need of keeping your purchase a surprise, we will be extremely discreet in attending to your needs.

To Keep your cost down we use USPS insured airmail (least expensive and fast) orders take approx: 2 business days to process and ship. If USPS loses your shipment, they will pay the claim By law, USPS has up to 30 days to make delivery. Rarely does an order take 30 days for delivery, but it has happened. However, they almost never lose a package.

Please note: Any claims for shortages or damage in shipping, must be reported by the buyer within 3 days of receipt of goods, or the minimum number of day allowed by law, whichever is greater.

If your package shows delivered by the USPS delivery confirmation and you didn't receive your package, you need to file a police report and report the incident to your local postal authorities. USPS will not pay claims on mail stolen from your mailbox. It is your responsibility to ensure safe arrival to your house from your mailbox. USPS responsibility ends at your mailbox.

Claims with USPS take approx: 40-60 days if your package is lost. USPS claim money is paid directly to you. We do everything in our power to make sure your order makes it to you. Nothing on the outside of your package indicates it's contents.

If your package is lost, we will help you expedite your claim with USPS. Please understand, it is out of our control, as we rely on them to complete the delivery of your order. USPS shipped orders will fit into a standard mail box slot. Orders over $50. Require a signature. Address Correction Fees:

The customer is responsible for providing complete and accurate addresses on their order. We will assess shippers a $5-$10 address correction fee, for reasons including but not limited to incorrect zip codes or missing apartment numbers. These charges are the responsibility of the Customer.

When shipping USPS the customer agrees not to re-route the shipment. In the event a customer re-routes a shipment Emerald-Direct will charge for package re-routing, these charges are the responsibility of the customer. Emerald-Direct will charge customer for these fees, and provide proof that the courier assessed such charges to Emerald-Direct.

Any package returned to Emerald-Direct Undeliverable address will be charged shipping again, prior To re-shipment of package. Any package refused for any reason will be treated as a return and subject to any associated fees. Claims for Item(s) Damaged in Shipping must be made with 7 days of receipt. Claims past 7 days will not be accepted. If you receive your item(s) damaged. Throw nothing away, including the packaging, you will need it for a claim with USPS. Claims for damaged goods are paid directly by the USPS. If your items were damaged in shipping, let us know so we may assist you with your claim. Send us an email.

International Shipping:

Customs Fees and all Custom or Brokerage fee's are the responsibility of the customer. Please check your laws and with your Countries Customs office for any charges due you. Emerald-Direct.com is not responsible for any custom or brokerage charges or any fees.

Order Cancellation

You may request a cancellation of your order, provided your order has not already been processed and shipped. Please call during our regular business hours to cancel your order. If your account has already been charged, you will receive a credit back to your account within approx. 1-2 business days. We do not accept order cancellations via email.

30 Day Return Policy

All products on our site are very special and important purchases that take time to inspect and consider. Emerald-Direct provides a full 30 day return policy, less shipping & handling, for all payments made by bank wire transfers, bank checks, personal checks, money orders, and credit cards. All payments made by credit card method will be charged an 8% restocking fee. The 30 day return policy starts from the day you receive your item. Custom orders are non-refundable. 

Processing a Return: In order to process a return, simply contact our Customer Service department at 1-845- 434-8107 to receive a Return Authorization Number (RAN). Our Customer Service staff will provide you simple instructions on how to properly package, insure and ship your items back to our office. Items sent to our office without a RAN number, packages shipped beyond the 30 day return period, or packages that are improperly packaged or uninsured will be refused receipt.

All refunds will be completed in the form of the original purchase method except for bank wire-transfers, which are refunded via company check. Returned merchandise must be undamaged and in "new and unused condition" to be acceptable for refund or exchange.

Items showing obvious signs of wear or alteration by a jeweler other than Emerald-Direct will not be accepted. Loose gemstones must also be accompanied by the original laboratory grading report if one is issued with purchase of item or a $300 charge will be assessed to replace the certificate if one is issued with gemstone.

Custom orders are non-returnable. If you have any questions about our return policies, please call 845-434-8107 or email Lou@ emerald-direct.com.

Returns Terms By purchasing from Emerald-Direct you agree to our Terms and Refund Policy Below. Any claims for shortages or damage in shipping, must be reported by the buyer within 3 days of receipt of goods, or the minimum number of day allowed by law, whichever is greater.

If your package shows delivered by the USPS delivery confirmation and you didn't receive your package, you need to file a police report and report the incident to your local postal authorities. USPS will not pay claims on mail stolen from your mailbox. It is your responsibility to ensure safe arrival to your house to and from your mailbox. USPS responsibility and our responsibility ends when the item is delivered to your mailbox.

All Items must be returned in their original baggies and must be in packaging similar to what they were sent in.(either padded envelopes or a box) Do not use regular envelopes for returns, they will be refused. All Returns must be insured for value and have a valid RAN # on the outside of the package. Any uninsured packages, or without a valid RAN # will not be accepted and returned to sender. Any Stock item can be returned for Refund within 30 days of receiving your purchase.

Special Orders** are not refundable (note below) ALL Items Returned for Refund are charged a 15% Restocking Fee. Shipping/Handling is non-refundable on any order. Your RAN # is good for 7 days from date of issue. Returned items must be postmarked within 7 days of receiving your RAN #. All Returns must have an RAN # on the package being returned or they will be refused and returned to sender. Requests for refund past 7 days (8-30 days) are charged a 25% Restocking Fee. No returns are accepted past 30 days from date of receipt.

All returns Must be insured as we are not responsible for items not reaching us or items that are damaged in shipping. Uninsured items will be returned to sender. Go to our SERVICES (Link above) to request an RAN. If you didn't create an account you will need to email us at sales@emerald-direct.com or call us at (845)434-8107 Mon-Fri 9am-5pm EST **Special Orders are Sized Rings or any Ring, Pendant or Earrings that we set for you, custom cut gemstones requested by you. (i.e. Something you have requested that we put together, cut or size especially for you) Emerald-Direst accepts credit cards not present transactions at our sole discretion and may require the cardholder to provide additional documentation to support cardholder participation prior to order shipment.

Delivery Title and Risk of Cost

Delivery Title and Risk of Costs Emerald-Direct shall in no event be liable for any direct, indirect, special, consequential or any other damages caused to buyer due to a delay in, failure of, errors in, or damage during the shipments of these goods.

Limits of Liability

Limits of Liability In no event or circumstance shall Emerald-Direct in any way be liable for any loss, risk of loss, or damage, either direct or in direct, or for any direct or indirect or consequential damages arising from the use of any product contained on the face of this document. Seller shall not be responsible for loss of income, potential income, data, or information or damage to any item as a result of the use, misuse or failure of any items listed or described on the face hereof. Emearld-Direct.com shall not be responsible in any way for any loss or damage relating to the transfer of credit card or other information to and from the buyer and seller.

Copyright Policy:

Copyright Policy: All design, text, graphics, and the selection and arrangement thereof copyright © Emerald-Direct.com 2009. All rights reserved. Permission is granted to print in hard copy portions of this item/web site for the sole purpose of using this item/web site as an information resource (or of ordering goods or services and using this site as a shopping resource). We do not allow use of any website ripper software, any website down loader or any other software that would affect the operation of our site. Using this kind of software may cause you to be blocked from our site. Any other use of materials on this web site -- including reproduction for purposes other than noted above modification, distribution, or reproduction -- without the prior written permission of Emerald-Direct is strictly prohibited.

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