FAQ

___________________________________________________________________________

ORDERS AND SHIPPING

What happens after I place my order?

After your order is completed at checkout and your payment has cleared, you will receive an email confirmation. Please note this email may be located in your spam/junk folder if you are ordering from us for the first time. Once your order has shipped, you will receive a second email with tracking information.

We truly appreciate your support of our products. If you have any questions regarding your order, please email info@jtylerjewelry.com with your order number and inquiry.

When will my orders ship?

Our jewelry is made in downtown Philadelphia.  All 14k and custom orders are made to order and may take up to 4-6 weeks to be prepared for shipment. 

Orders placed after 2pm EST will be processed the next business day.  Our business hours are Monday-Friday, 9am – 8pm EST. Orders placed after 2pm EST on a Friday or a holiday will be processed on the next business day as well.

Note: it is possible for your order to come in before the allotted time

Do all packages require signature?

Orders under $1000 are insured, but will ship ‘no signature required’. Orders over $1000 are insured but will require a “signature upon delivery”. 

If you would like to opt out of ‘signature upon delivery’, please email us at info@jtylerjewelry.com with your order number and stating you would like to opt out of this option. If you opt out of this option, J.Tyler is not responsible if theft, damage, or loss occurs.

What happens if my package is lost?

J.Tyler is not responsible for packages lost in transit, theft or damage. Please provide a safe and secure shipping address when checking out. 

* Wrong address disclaimer: It is the responsibility of the customer to provide a correct shipping address. J.Tyler ships your package according to the address that is provided. We are not responsible if your package is lost in transit or if your package is shipped back to us due to an incorrect or undeliverable address. If the address provided to J.Tyler is incorrect, we cannot ship a new package until the original package has been located. If your shipping address is incorrect please email us at info@jtylerjewelry.com or call or text at 610.677.5800 as soon as possible so we can update the address before your package ships out. We will do our very best to make the change, however we cannot guarantee that we will be able to do so.*

PRODUCT INQUIRES

How do I know what ring size to order?

We cannot be responsible for determining your ring size. Choosing the correct ring size is the responsibility of the customer as people differ in the way in which they prefer their rings to fit. Some customers wear them loosely, while others like to wear them tighter. If you are unsure of your size, please visit your local jeweler and they can assist in sizing your finger. 

 Do you provide appraisals/paperwork for insurance purposes?

We do ! Feel free to reach out to us at info@jtylerjewelry.com or on our contact page.

 Do you offer cleaning or repairs?

Yes ! Reach out to us at info@jtylerjewelry.com on our contact page for inquires about cleaning and repairs.

DAMAGES

What if I need to repair my piece?

If the damage is due to customer negligence, the customer will be asked to cover the costs of repair including labor and return shipping.

To start the repair process, please email us at info@jtylerjewelry.com. Include your order number, item name, a description of the repair and picture.

Once we have received your email, please allow 48 hours for a personalized
response and return instructions. 

What if I lose a stone?

We hope this doesn’t happen, but if it does, we will replace, free of charge, any diamond or precious stone that is lost from its original setting during normal wear within 30 days of purchase. For all other diamond replacement inquiries, please email us at info@jtylerjewelry.com for pricing. 

RETURNS/EXCHANGES

Can I return or exchange my order?

All sales are final.  We unfortunately do not accept returns as all of our jewelry is made to order.

Custom pieces/personalized pieces cannot be returned unless the item is damaged or we made a mistake. 

CANCELLATIONS

Can I cancel my order?

Yes.  If you need to cancel your order, you have 24 hours from the time you place your order to do so.  Once production starts, you cannot cancel your order.