RETURNS OR REFUNDS

If you are not completely satisfied with your merchandise or jewelry, we will exchange or store credit you the purchase price of the product. We must be notified first, and the product should be returned to us in the original packaging, condition, and with included invoice, within 30 days of receipt by you. As mentioned above, returns are only accepted in the case of flaws or mechanical failure. Special orders or work orders are considered non-refundable or exchangeable. Before returning a product, you must receive authorization from our customer service office. They will issue you a RETURN AUTHORIZATION number, and this must be included with your invoice. To receive an (RA), please call 800-821-RUBY or email customer service directly. All returns are subject to a 15% administrative / restocking fee. If you have purchased jewelry, or other merchandise, and a repair is needed – please contact our customer service department for further instructions. Ruby City has the right to refuse a refund or exchange to a buyer if the product isn’t returned within the 30-day time frame, or without following return guidelines as stated above. Any return should always be returned in its’ original (new) condition. Anything made-to-order will not be exchanged or refunded. Ruby City is committed to providing exceptional customer service for your online shopping experience. We will go above and beyond to satisfy your shopping needs, as long as they can be reached within our means as well. We understand that some purchases made are "second-guessed" once received, so we encourage you to ask as many questions prior to purchasing. We only refund or exchange items purchased online or in-store when there is a manufacturers’ defect, or an obvious operational error (if electrical). In the event that there are pricing errors, updates in gold, silver, or platinum pricing, unavailable inventory due to sales and updating of system, your purchase will be fully refunded, or store credit given (your choice). 

SHIPPING

Ruby City Gems will do everything to find the most economical, but sensible way to ship your items. We use Fedex and U.S.P.S.   for most of our inventory.  Unless specified for promotional purposes, all shipping will be paid for by the customer – original and returns. Your signature may be required upon delivery. 

INTERNATIONAL SHIPPING - Because of current online fraud concerns we ship only to the continental US including Alaska and Hawaii. A few items have been added available to Canada but none for other international deliveries. Other items may be available to Canada but these orders can only be placed by calling them in to determine shipping options with payment made over the phone. Once we have received your order online, packed it accordingly, and shipped per your instructions, you will receive an email, along with a tracking number. For your convenience, we have provided space on our HOME page for carrier tracking numbers.  If you have any questions regarding tracking, please email our customer service department or call 800-821-RUBY. In the event shipping may be delayed, we will contact you via email.  There are certain jewelry items that we DO NOT keep in stock, and are shipped from our warehouse. We urge you, or the recipient, to carefully inspect your package upon receipt for damage or for tampering. This will save you LOTS of time down the road when you discover something has gone wrong during shipping. Settle any problems you have with shipping before signing for your merchandise.