FAQ

General

1. How can I customize my jewelry piece?

Items in our In Stock Shopping collection are available with crystal, pink or blue birthmonth gemstones and allow for gift messages to be sent with the order.

Pieces in our Custom Collection can be customized with any birthmonth gemstone and can be engraved with names, dates and other meaningful symbols. 

2. When are your gifts coming?

Carry Your Heart looks forward to offering a line of memorial gifts and gift baskets later in August 2016. 

3. Why won’t my custom order ship for 2-4 weeks? 

Depending on the customization options selected, items from our Custom Collection require 2-4 weeks to ship as our stone setting and engraving are not done in house. Rest assured, we'll ship your piece out as soon as it's available, and look forward to offering even faster turnaround times in the future.

4. What kind of metals can my piece be cast in? 

Currently, all of Carry Your Heart's stock and custom pieces are cast in sterling silver. Beyond that, our jewelry items can be cast in the following metals:

  • 10K gold (white, yellow)
  • 14K gold (green, peach, rose/red, white palladium, royal yellow, white high nickel, white low nickel, yellow)
  • 18K gold (green, white palladium, royal yellow, rose/red, white high nickel, white low nickel, yellow)
  • 20K gold (yellow)
  • 22K gold (yellow)
  • 24K gold (yellow)
  • 90/10 platinum iridium
  • 95 platinum cobalt
  • 95 platinum iridium
  • 95 platinum ruthenium
  • 95 palladium ruthenium
  • Sterling silver
  • Argentium silver
  • Fine silver
  • 5% platinum silver
  • Stainless steel
  • Brass
  • Bronze

To request one of these metals, please contact us for pricing and turnaround times.

5. Can I request a custom item? 

Absolutely! If you have an idea for a custom piece or would like to customize one of Carry Your Heart’s designs above and beyond the options you see on our website, please contact us for more information.

 

Shipping

1. Is it safe to mail jewelry?

Yes, we ship our jewelry by trusted carriers such as FedEx and USPS. All our shipments are fully insured by Carry Your Heart.

2. Is shipping free?

All orders $75 or higher receive free standard shipping to US domestic locations.

3. Do you ship internationally? 

We are happy to serve shoppers from all over the world. Pricing may vary based on your final shipping destination and duties and taxes are the responsibility of the buyer. Please contact us for more information.

4. What are my shipping options?

We ship our jewelry by trusted carriers like FedEx and USPS, depending on the destination. Please contact us for more information. 

5. How long does it take to get my order? 

In Stock Shopping items will be shipped same day if they're ordered before noon EST, while Custom Collection items require 2-4 weeks of lead time before shipping.

You will be updated with regular emails as your jewelry piece is built and shipped. If you need a rush order, please contact us directly for more information on what options are available.

6. How do I track my order once it has been shipped?

An email notification with a tracking number will be sent to you once we ship your order. To check on the status of your shipment, click on the tracking number displayed in the email, or check the My Account section on the website.

7. Am I liable for my jewelry order while it is being shipped? 

You are not liable for your jewelry order while it is being shipped. All our shipments are fully insured by Carry Your Heart.

8. Do you ship to APO? 

We do ship to Military APO, as well as FPO boxes. Please allow additional time for orders shipped to these addresses.

9. If I paid for shipping and return my item, do I receive a refund on the shipping fee? 

No, the shipping fee is nonrefundable, unless we shipped an incorrect item or the item has a defect. Returns are accepted up to 30 days from the ship date.

 

Returns 

1. What is your return policy? 

Carry Your Heart wishes for you to shop with confidence and to be completely satisfied with your online purchase. If for any reason you are dissatisfied, you may return or exchange your item(s) within 30 days from the date of shipment. We gladly accept items that are free of scratches, blemishes, sizing or alterations, and without signs of wear or tear (a 20% restocking fee will be applied).

2. How do I return an item I have purchased? 

Contact support@carryyourheart.net to obtain an RMA number (Return Merchandise Authorization). Once approved, you will receive an e-mail containing your RMA number, along with packaging and shipping instructions. For your protection, we recommend shipping returns insured using FedEx, UPS, or USPS Express or Priority Mail. Return shipping costs are the responsibility of the customer. The package will be returned to its original sender if the RMA number is not included on the box or if the package has been damaged or tampered with.

3. Do you offer a warranty on your products? 

Yes, we offer a limited lifetime warranty on all Carry Your Heart products. Carry Your Heart stands by the quality and craftsmanship of each product we manufacture. We kindly agree to repair or exchange any item that we deem to be damaged due to a manufacturing defect. This warranty expressly excludes coverage for excessive wear and tear and/or physical/accidental abuse, loss (including loss of stones) and theft. Repair or service performed by anyone other than Carry Your Heart will immediately void the warranty.

4. How long will I have to wait for a refund? 

Please allow 7-12 business days for your credit to be processed after the item(s) have been received and inspected. Refunds will be issued using the same type of payment used in the original purchase.

5. How do I cancel an order once it has been submitted? 

If for any reason you wish to cancel your order, please contact us right away. Orders that have already shipped cannot be cancelled, but can be returned within the guidelines of Carry Your Heart’s return policy.

 

Jewelry Care and Information

1. What is the best way to care for and clean gemstones?

For most gemstones, the following is acceptable. Use warm soapy water only and soft, lint-free cloth. Do not use ultrasonic or steam cleaning. Avoid extreme temperatures, cosmetics, household chemicals and perfumes. For a more detailed explanation on jewelry care, please contact us. 

2. What is the best way to care for and clean silver jewelry? 

Sterling silver will tarnish quickly when exposed to salt air and products containing sulfur. To remove tarnish, we recommend using a non-abrasive silver polish. In addition, some silver can be polished quickly with a soft silver polishing cloth. A polishing cloth is best used with sterling silver designs that have delicate or fine details as they are hard to remove from small surfaces and deep grooves.

3. Do you offer jewelry cleaning or polishing services?

We do offer cleaning and polishing services. Please contact us for more information.

 

Orders and Repairs 

1. What are my payment options? 

We accept Visa, MasterCard, Discover, or American Express cards, as well as PayPal payments.

2. How can I check the status of my order?

You can check the status of your order by logging in to your account or by emailing support@carryyourheart.net.

3. How can I check the status of my repair? 

You can check the status of your repair by logging in to your account or by emailing support@carryyourheart.net.

4. Do you charge sales tax? 

Sales tax is only collected for items shipped to Michigan, other states do not apply.

If it is an international order, duties and taxes are the responsibility of the buyer.

5. Do you offer repair services? 

We do offer repair services under the lifetime warranty for manufacturer defects.

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