Frequently Asked Questions

Online Shopping Questions


Q: How do I check the status of my order?

A. We will send updates regarding the status of your online order to the email address you provided when making your purchase, including when your product(s) have been delivered.
Please check your junk mailbox if you do not receive any email notifications regarding your order status.

 

Utilize a Store Account
We strongly recommend that you keep your password confidential and not disclose it to anyone. To retrieve your password, please go to the Log In / Account section and simply click the “Forgot Password” link. Please enter the email address you used to sign into your account and a temporary password will be sent to that email address. You may also contact us at support@topazjewelryusa.com with any questions concerning your order.
Register with the TOPAZ JEWELRY Online Boutique for the most convenient shopping experience. Once you register, you can check out faster, save multiple shipping addresses, access your order history, track new orders and save products to your wish list.

Q: Do you ship internationally?

A: In addition to the United States, Topaz Jewelry ships to Canada and South America.

 

Q: What is the shipping fee and estimated time of delivery?

A: Please refer to the following shipping policy link for details. Shipping Policies

 

The TOPAZ JEWELRY USA Online Boutique accepts online orders for shipment to addresses in the continental United States, Alaska and Hawaii, Canada, and South America.
Standard Delivery will take 1-2 weeks for shipment within the United States. Shipment time will vary for Pre-order and Special order products.
Expedited Delivery will take 2 business days for shipment within the United States. Shipment time will vary for Pre-Order and Special order products.

NOTE: Two-day shipping applies to www.TopazJewelryUSA.com US Online Boutique only. Certain items which contain mother of pearl, domesticated cow skin, shell, coral,  crocodile, and alligator may have longer shipping times due to government regulations.
Express 2-Day Shipping does not apply to e-gift cards, out-of-stock items, special orders, made to order and pre-order items. It is valid for orders shipped within the continental US, Alaska and Hawaii, to residential and commercial addresses only. TOPAZ JEWELRY is not responsible for delays due to weather, customs and natural disasters.

Deliver to Other Countries

The TOPAZ JEWELRY  USA Online Boutique accepts online orders for shipment to addresses in the countries outside of the USA listed above and any of its dependent territories.  Notwithstanding the foregoing, we aim to deliver product(s) to you, to the delivery address you have requested in your order within the time frame given, but we cannot give an exact delivery date.

Q. Do you offer gift packing?

A. Yes, Topaz Jewelry does offer Gift options.

 

Standard Gift Packaging

Your TOPAZ JEWELRY product will arrive in a signature ROBERTO BRAVO gift box. For necklaces, a signature necklace pouch will be provided with your shipment. For any item you are purchasing as a gift, you may write a custom card (max 255 chars) in the Additional Comments box on the checkout page. If purchasing multiple items, please be sure to include the item number you would like the card attached to. There is a one card per item limit.

Q: What payment option do you provide?

A: The TOPAZ JEWELRY Online Boutique accepts the following credit cards for online purchases:

  • American Express

  • MasterCard

  • Visa

  • Discover

     TOPAZ JEWELRY also accepts other forms of payment. These include

  • Paypal
  • Bitcoin
  • Apple Pay (where applicable)

The total amount of your order will be charged at the time your card is approved. If the amount charged exceeds your credit limit, your order will be automatically canceled.

Troubleshooting Credit Card Payment Errors
If your card is new or recently reissued, make sure it has been activated.
Please double-check the card type (for example: American Express), the account number and the expiration date.
Remove dashes or spaces from the account number.
Please enter your name and billing information exactly as it appears on your credit card statement. When you enter your name, please also include your middle initial if it is also printed on your credit card.
Should you continue to have problems after entering your correct information, call the card issuer's customer service number on the back of your card. Your credit card company may need to speak with you before they authorize your purchase.

Security Codes

The card security code is a unique three or four digit number printed on the front (American Express) or back (MasterCard/Visa) of your card, in addition to the account number. If you are still unable to process your order please contact us at 1-(888) 507-4746 or email our sales team at sales@topazjewelryusa.com for assistance.

Q: Do you collect tax and duties?

A: For U.S. orders, sales tax will be calculated at checkout.

For non-U.S. orders, we do not collect sales tax. You are regarded as an importer and must comply with the laws and requirements of the country in which you are receiving the products. You are solely responsible for paying any and all related customs duties and sales taxes.

 

Q: Is shopping on the Topaz Jewelry website safe?

A: It is safe to make purchases through the Topaz Jewelry Online Boutique. We use industry-standard encryption technologies when transferring and receiving customer data exchanged with our site server.

 

Q. How can I purchase a Gift Card?

A. Please visit our Gifts section on the top of the page and you will be able to select Gift Cards. You may also find Gift Cards in our footer under Customer Service. The TOPAZ JEWELRY gift card is available for purchase and online redemption only through the TOPAZ JEWELRY USA Online Boutique.  All gift cards will be emailed to the recipient in the form of a gift certificate with a unique code to be entered on the checkout page as payment. TOPAZ JEWELRY gift cards cannot be exchanged or refunded, nor is Topaz Jewelry responsible for lost or stolen Gift Cards.

 

Q. What constitutes as a "Custom Order"?

A. If your order is placed with a custom size, is handmade, has a customized gem arrangement, or contains any other alterations made to original item, It is considered a "Custom Order".

 

Q. Do you ever offer sales or promotions?

A. To receive any promotions that we may offer please sign up for our newsletter. A Coupon Code is a set of codes given to our customers to enjoy special offers on our products or shipping when they place orders through our online boutique. The special offers will vary from customer-to-customer and may expire on a certain pre-defined date. Please enter the valid Coupon Code in the appropriate field on the shopping bag page and click “Apply.” The offer related to the Coupon Code will be immediately shown in your updated shopping bag page or in the checkout page. TOPAZ JEWELRY reserves the right to utilize the Coupon Codes at its sole discretion.

 

Q. Can I cancel an order?

A. Orders cannot be canceled or modified after it has been shipped from our Distribution Center. If you wish to cancel or modify your order, please send an email to us immediately. Please note: Special order and Made to Order products cannot be canceled or returned. For any online orders delivered to a location outside of the U.S., you will be solely responsible for any shipping cost, customs duties and sales tax. If the order is returned because of your failing to pay the required sales tax and customs duties, the final amount will be refunded to your credit card after deducting all of the costs that TOPAZ JEWELRY incurred on your behalf including, but not limited to, sales tax and customs duties. Please be advised that it will take up to 10-12 business days for the refund to reflect on your credit card statement.

 

Q. What is your warranty policy?

A. TOPAZ JEWELRY warranty policy covers manufacturing defects for one year from the date of purchase, defined as the date that the order is placed with TOPAZ JEWELRY. A sales receipt must be provided from a TOPAZ JEWELRY authorized retailer for this warranty to be valid.


ONE YEAR MANUFACTURING DEFECT
Jewelry returned within 30 days of purchase for a manufacturing defect, will either be replaced by TOPAZ JEWELRY or an authorized TOPAZ JEWELRY retailer. After 30 days from the purchase date, defined as the date that the order is placed with TOPAZ JEWELRY, the jewelry will be repaired. This warranty is void if the jewelry has been purchased by an unauthorized retailer. This warranty is void if the jewelry has been damaged by accident, negligence, unauthorized service or other factors not due to defects in material or workmanship. All jewelry sent in under warranty must include a sales receipt. TOPAZ JEWELRY recommends returning any items via certified shipping with insurance, as TOPAZ JEWELRY is not responsible for returned items lost, damaged, or stolen during return shipping.


LOST PIECES
A lost piece is not considered as a manufacturing defect.


LEATHER PIECES
Jewelry containing leather is not made to be worn in water. This warranty is void if the leather jewelry has been damaged by water. TOPAZ JEWELRY is not responsible for leather jewelry exposed to water due to error or deliberate act.

Q: How can I contact you if I have other questions?

A: Please feel free to contact our online customer service team if you have any questions.

 

Phone: 1-(888) 507-4746
Email Address: support@topazjewelryusa.com
Office Hours: 9:00am – 5:00pm EST (Monday – Friday)

 

Other Questions


Q: Do you make custom pieces?

A: Requests for custom pieces will be considered on a case-by-case basis. Please send inquiries to our customer service team.

 

Q: Do you do wedding rings or wedding bands?

A: Although Topaz Jewelry does not do a line of wedding rings as such, discerning customers have found that a number of our rings make distinctive wedding bands. Please see our rings.

 

Q: I'm interested in a particular product that I saw in a magazine. Can you tell me where to buy the product?

A: Please contact our customer service team and include as much detail as you can about the product and where you saw it. We will try to locate the product for you.

 

Q: I lost an earring/cufflink/tuxedo stud. Can I get a replacement to match?

A: Please email Customer Service with the details of the product, and we will tell you how we can help you to replace it.

 

Q: How do I determine the size of a bracelet?

A: Please note the measurements may differ slightly from one product to another. You can find some general ideas on how we measure each type of product from our standard size guide. For bracelets, it would be best to measure your wrist size and compare it with the inner circumference of the bracelet before ordering. If you are unsure about the size and measurement, please feel free to contact our online customer service team.

 

Q: How do I subscribe to/unsubscribe from the newsletter?

A: Just subscribe through the SIGN UP FOR NEWSLETTER link on the bottom of the Topaz Jewelry webpages. You can unsubscribe by clicking the “unsubscribe” link at the bottom of our newsletters.

 

Q: I own a shop and want to sell Topaz Jewelry pieces. How can I do so?

A: Please contact our customer service team and we will contact you with details as soon as possible.