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Frequently Asked Questions

Do you have a retail location?

Do you have gemologists on staff?

Yes. Schedule an appointment to visit our headquarters in New York for a one-on-one consultation or call us at 1-888-436-7692 to speak to our gemologists who will be able to answer any questions you may have.

Do you sell/ship outside of the United States?

Yes. We accept orders from most international countries - you can see the complete list of countries we ship to here . Purchases can be made directly through our site. However, if you wish to place an order directly with a trained gemologist please contact us at 1-212-575-1672 or email us at info@gemsny.com. Please keep in mind our business hours and the time difference with your area.

What are your business hours?

Business hours (all times are Eastern Time):
Monday - Friday 09:30 AM - 6:30 PM
Saturday 10:30 AM - 3:00 PM
Sunday Closed
We are closed during the following U.S. Holidays:
Memorial Day (May 27th)
Independence Day (July 3rd)
Independence Day (July 4th)
Labor Day (September 4th)
Thanksgiving (November 22nd)
Christmas Eve (December 24th)
Christmas Day (December 25th)
New Year's Eve (December 31st)
New Year's Day (January 1st)

What is the difference between "Make Your Own", and "Custom Jewelry"?

All of our jewelry is made-to-order, however each process is slightly distinct depending on how much our customers want to personalize their order.

"Make Your Own" is our core service, offering our customers the ability to independently select a gemstone and a setting which we will combine to create their perfect ring, pendant, or earring.Our Make Your Own jewelry items are returnable, subject to our full 30-Day return policy.

"Custom Jewelry" allows customers to make their dream jewelry through our computer-aided design (CAD) process. Customers can send us a photo(s) or even a sketch of their desired piece through our Custom Jewelry form and our custom design team will work to bring it to life.Our custom jewelry items are not returnable

Are your gemstones natural?

All of our color gems are 100% natural - we do not carry lab-created or synthetic color gemstones (i.e. Sapphire, Ruby, Emerald, etc.). As such, all of our gemstones are accompanied with a certificate of authenticity so you know you are getting exactly what you expect. In addition to our own certificates, most of our inventory is certified by distinguished, independent color gemstone laboratories such as GIA and/or AGL - these laboratories tests each gemstone thoroughly and then create a customized grading report with the results. All certificates are viewable right here on our site.

All of our natural diamonds and lab created diamonds are certified by prestigious labs such as GIA and IGI.

Are any of your gemstones treated?

Given that 99% of colored gemstones in the world are treated, stones that are untreated are rare and carry a premium. To give our customers the greatest selection to accommodate a broad range of budgets, we offer both untreated and treated stones. Treatments enhance the color and clarity of gemstones. We only offer gemstones with commonly accepted treatments in the trade. Rubies and sapphires tend to be heat treated, while Emeralds tend to be oiled. Rest assured that every gemstone on our site clearly indicates any enhancements as will the certificate that accompanies it. Find more information on various treatments and our recommendations in our color gemstone education section .

Do you carry fancy colored diamonds?

Yes. We carry an extensive inventory of fancy colored diamonds. However, at this time we have not been able to put that inventory up on our website. Please give us a call and speak to a trained gemologist at 1-888-436-7692 or email us at info@gemsny.com, and we can provide you with prices and specifications for the color diamond meeting your criteria.

Can I buy just a gemstone?

Yes, we sell loose gemstones. You can also choose to set the selected gemstone with one of our settings which can be found in the make your own sections or we can custom make a setting based on your gemstone. Please contact us if you require assistance.

If you already have a jewelry piece and are looking to replace a missing stone, we can set it into your jewelry. Please give us a call to speak to a trained gemologist at 1-888-436-7692 or email us at info@gemsny.com and we will guide you as to how to send your jewelry piece to us

Can I buy just the setting with no gemstone(s)?

We generally do not sell our mountings only. Please contact us regarding the mounting you would like to purchase and we can confirm availability.

Can I view my gemstone before it's set?

Yes. Unlike most internet retailers, our customers can visit our headquarters in New York for a one-on-one consultation with a gemologist, allowing you to view our products before purchase. Click here to schedule an appointment .

We can also ship the gemstone to you for approval before it is set with the jewelry of your choice. Please give us a call to speak to a trained gemologist at 1-888-436-7692 or email us at info@gemsny.com for further assistance

Where will my jewelry be made?

All of our jewelry is made-to-order and handcrafted in New York City's Diamond District

Where are your gemstones from?

We source our gemstone from various mines around the world. You can find the origin for each of our gemstones on the product details page. Learn more about gemstone origin in our color gemstone education section .

Can you sell Burmese rubies in the United States?

U.S. sanctions against Burma were ended on October 7, 2016 by the Executive Order of the President of the United States. The Tom Lantos Block Burmese JADE (Junta's Anti-Democratic Efforts) Act of 2008 had prohibited the importation into the United States of ruby and jadeite that had been mined or extracted from Burma. However, with the political reforms put in place, the U.S. is now a supporter of broad-based economic growth and prosperity in Burma.

Are Burmese rubies worth more?

High quality rubies of Burmese origin certified by an independent laboratory will sell at a premium in the market.

Do you sell gift cards or gift certificates?

No - but that's a great idea, check back soon.

Are your prices flexible?

No. Unlike most jewelers, we don't haggle (because our website can't haggle). Also unlike retail jewelers, our mission is to provide the finest quality bespoke jewelry and single and matched-pair loose stones at wholesale prices and we believe our prices are the best out there. Let us know if you find a better offer - we haven't heard of one yet for the same quality we offer.

Do you provide gemstone certificates?

Yes. All of our gemstones are accompanied with a certificate of authenticity so you know you are getting exactly what you expect. In addition to our own certificates, most of our inventory is certified by distinguished, independent gemstone laboratories such as GIA and/or AGL. These world renowned independent laboratories tests each gemstone thoroughly and then create a customized grading report with the results. All certificates are viewable on the product details page.

Do you provide jewelry appraisals?

Yes. All our jewelry products come with free detailed appraisals. These are especially important in the jewelry buying process for insurance purposes. Rest assured our appraisals exceed the standards required by all major jewelry insurance companies.

Can you engrave my ring?

Absolutely. We offer free engraving on most of our rings up to 25 characters. Please note that engraved rings will not be returnable.

Is there a warranty on your jewelry?

Yes. We back the quality and workmanship of our jewelry with our Lifetime Manufacturing Warranty on Jewelry . If any defects in quality or workmanship, except for normal wear and tear, come to light in your purchase, we will repair your jewelry item free of charge (Fill out repair request form). Please note, this warranty is void if there is any work done on the jewelry piece by a third party (e.g. resizing, cleaning, etc.). Please note, the warranty does not cover lost gemstones. We recommend insuring your jewelry items for further protection.

Lifetime Warranty for Jewelry

GemsNY stands behind its products and warrants all jewelry pieces will be free of manufacturing defects at the time of delivery.Our world-class manufacturing and attention to detail for each of our handmade pieces separates us from our competition. Furthermore, all of our items are made in NYC Diamond district with strict quality control.

We also provide the following services free of charge under our lifetime warranty for our US customers:

* Jewelry Cleaning and Inspection (Recommended every 6 months)

* Stone Tightening (Recommended Annually)

* Re-Rhodium Polish for White Gold Jewelry (Recommended every 2 years)

For any warranty work or free services mentioned above, customer will be responsible for shipping to us and back at their cost. US customers can purchase a FedEx prepaid label with full insurance for $30.

If you require any services under our Lifetime Warranty please submit the Repair Form .

If an item is not covered under the lifetime warranty as outlined in the Terms and Conditions below, we will notify you of the cost of repair prior to working on the jewelry piece. All repair work will be done at our cost at our offices in NYC.

Terms and Conditions

1) Warranty does not cover lost or damaged gems or diamonds (customer's are recommended to purchase insurance to protect against lost or damaged gems)

2) Maintenance, repair, sizing or other service performed by someone other than GemsNY will void the Warranty.

3) Normal wear and tear are not covered including but not limited to:

   a) Bent or broken prongs due to normal wear or damage

   b) Discoloration of jewelry due to exposure to chemicals, swimming pool, bathing and hot tubs.

4) Warranty is void if the jewelry is not maintained in a timely manner (i.e. annual gemstone tightening)

What if the ring doesn't fit?

We offer one free ring resizing within 90 days of your purchase. Simply ship the item to us and pay for return shipping. Resizing generally takes 5-7 business days. Please note that this policy is subject to the ring being resizable (e.g. eternity rings are not resizable, but would have to be remade). There may be an additional charge for resizing a ring by greater than one (1) full size as we may need to remake the ring.

Can I upgrade my item in the future?

Yes. Under our Lifetime Trade-Up Program we will credit you up to 90% of the original purchase price if you choose to trade-up to another gemstone or jewelry item that is at least 125% of the original purchase price of item you are trading in (for example: if you bought a color gemstone item for $100, with Trade-Up you'd receive a $90 credit toward another color gemstone item priced $125 or more).Diamond trade-up orders require the new item to be minimum 200% of original order. See our Lifetime Trade-Up Program for full details.

Do you have a buy back policy?

No. We do not buy back our products, but if you are interested in upgrading (exchanging) for another item, please see our Lifetime Trade-Up Program .

Do you make custom jewelry?

Yes. We love designing custom jewelry and consider that our area of expertise. Please contact us to speak to a gemologist at 1-888-436-7692 or email us at info@gemsny.com. If you have at least one good picture or sketch of the item you would like us to produce, we can generally provide a complementary quote within 1-2 business days of your inquiry.
And please note, all of our jewelry, it is all made-to-order. That's why we welcome customizations to the products on our website; we make everything from scratch, so why not get exactly what you want. Learn more about our Custom Jewelry Process here

Note: All custom orders sales are final.

How can I see what my custom setting will look like?

Once you've completed the Custom Jewelry Form to request a quote, our designers will generate CAD (computer-aided design) images that we will share with you before we proceed further - your approval of such renderings is required before moving to the production stage. At this stage we can make further changes if desired, or if you decide to cancel, your deposit is fully refundable. Learn more about our Custom Jewelry Process here .

Is "Make Your Own" jewelry considered custom?

No. Order placed for Make Your Own items as displayed are not considered custom (even though it feels that way with all the choices we give you). Make Your Own jewelry items are returnable.

I like a specific piece of jewelry on the site, but can you make a change for me?

Yes - all of our jewelry is customizable. Please contact us with the changes you would like and we can provide you a quote within 1-2 business days generally. Please note customized jewelry items do not carry our 30 day return policy and are considered final sale.

I know exactly what I want, but I can't find it on your site. Can you help?

Absolutely. Please call us at 1-888-436-7692 to speak to our gemologists or representatives who will be able to help you find what you are looking for - with our selection of gemstones and settings and our ability to make custom jewelry it's extremely rare that we don't have what a client wants. In most cases we can accommodate special orders according to your exact specifications.

What if I need help placing an order?

If you require any help, please call us at 1-888-436-7692 to speak to our gemologists or representatives who will be able to answer any questions you may have regarding our products and help place the order:

Can I order by phone?

Yes you can. Please call us at 1-888-436-7692 to speak to our gemologists who will be able to answer any questions you may have regarding our products and help place the order:

How do I know if my order was successfully processed?

You will receive an email confirming your purchase. If you do not receive such a confirmation, please contact us.

What happens once I place my order?

Once you place your order you will receive an order confirmation via email. We will then begin working on your order. Once your order has shipped, we will email you the tracking number.

What if I have a question about my order, want to change it, or need to cancel it?

Please email us at info@gemsny.com or call us 1-888-436-7692 for any questions relating to your order. Make sure to reference your order number.

I am an international customer (outside of the U.S.). Am I responsible for import duties, taxes or fees?

Yes. You are responsible for all customs duties, taxes and fees associated with international shipments. All of our prices are exclusive of any duties, taxes and fees.

Do you offer financing?

Yes. We offer a 6-month interest-free payment plan for all color gemstone jewelry and loose color gemstone products over $750.
50% collected at purchase and the rest is spread across 3 installments due every 2 months (paid off in 6 months with no interest charged). Payments schedule can be viewed on the detail page of any loose color gemstone or color gemstone jewelry product.

Is the checkout process secure?

Absolutely. Your privacy is important to us and we use the latest encryption technology to protect your online purchases, ensuring that your personal and financial information remain secure.
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Please see our Privacy Policy for further information on how we keep your information safe.

What payment methods do you accept?

We accept payment via:

  • Bank Wire Transfer (we offer a 1.5% discount on payment by wire)
  • Credit Cards (American Express, Visa, Master Card, and Discover)
  • Checks & Money Orders
  • Paypal
  • Amazon .

Do you accept debit cards?

We accept debit cards, however please note that banks treat debit cards differently than credit cards. Debit cards displays a credit card logo, such as AMEX or Visa, but a charge to your debit card draws funds directly from your bank account. As such, banks normally institute a daily charge limit on debit cards. If your order exceeds your daily limit, your order will decline. Please contact your debit card company to temporarily raise your daily limit prior to placing your order.

When will I be charged?

Your credit card will be charged as soon as you place your order with us. We will process an order only after payment has been received.

What is the cost of shipping?

We offer free FedEx insured shipping to customers within the United States. Our international shipments carry a $50 charge and are shipped through FedEx Priority International service. All shipments are fully insured from the time your package leaves our premises to the moment you accept it. All FPO, APO, and DPO shipments will be shipped using the United States Postal Service priority mail service.

How will my item be shipped?

All of our international and domestic orders are shipped with FedEx. All FPO, APO, and DPO shipments will be shipped using the United States Postal Service priority mail service.

I need my item sooner - can I expedite my order?

Yes, please contact customer service at 1-888-436-7692 to inquire if your order can be shipped prior to the expected ship date written on the website. We try our best to accommodate all requests. In addition, we offer expedited shipping options so your order can get to you in the timeframe you require.

Can you deliver on Saturdays?

Yes. We offer Saturday Delivery service through FedEx and is available in most U.S. cities for a surcharge. If Saturday delivery is not available in your area, we can arrange for you to pick up your package at the nearest FedEx location. If you would like Saturday delivery, please select it during the checkout process.

Can I track my shipment?

Yes. Once your package has been shipped, we will email you with the package's tracking number. You can also email us at info@gemsny.com to inquire about your order status.

Can you help me keep my gift a surprise?

Yes. We understand that jewelry is often bought as a surprise and we often get requests to mail to alternate address other than your home, such as work. To protect you from fraud, we allow customers to have their packages be shipped directly to a FedEx location for pick up. A FedEx location of your choice can be selected during the checkout process. A FedEx hold is the most secure way to receive a package as it requires a direct signature from you.

Can I ship to an address that is different from my billing address?

No unfortunately, we do not allow the billing address to be different than shipping address, with one exception. We understand that jewelry is often bought as a surprise, as such we allow customers to have their packages be shipped directly to a FedEx location for pick up. A FedEx location of your choice can be selected during the checkout process. A FedEx hold is the most secure way to receive a package as it requires a direct signature from you.

Will you ship to a P.O. Box?

No. To protect you from fraud, regardless of the size of your order, all packages require a signature upon delivery.

Will you ship to military APOs or FPOs?

Yes. Please note, all FPO and APO shipments will be shipped using the United States Postal Service priority mail service.

What do I do if my gemstone or jewelry is damaged or lost during shipping?

Rest easy - all shipments are fully insured from the time your package leaves our premises to the moment you accept it. If your gemstone or jewelry was damaged or lost during shipping immediately call us at 1-888-436-7692 and we will assess the situation and of course, try to make it right. For any package showing physical damage, please open and examine the contents in front of the FedEx delivery agent to confirm everything arrived safely. This will further protect you and will make the claim process easier.

Do I have to be home to accept the package?

To protect you against fraud, regardless of the size of your order, all packages require a signature upon delivery, regardless of any signature waivers you have signed. As such, someone must be present to accept the package

Can I return my purchase?

Yes. We offer a very simple and straightforward 30-day money-back return policy on your purchases. We will even pay for return shipping on all U.S. orders. Our risk-free return policy allows you to be confident and at ease when purchasing from us. Our return policy is valid only for items returned in their unworn, original condition within 30 days of the shipping date. You can return ANY item on our site for a refund except for the following non-returnable items:

  • Custom Jewelry items which we don't carry on the site that are hand crafted or designed in CAD based on customer requirements. Please note: Items which are from our Make Your Own jewelry such as make your own sapphire ring can be returned for a refund.
  • Astrological Jewelry items.
  • Eternity Rings / Eternity Bands.
  • Jewelry orders with personally engraved message.
  • Gemstones with personalized laser inscriptions.
  • Loose gemstone purchases that have been set into jewelry by a third party jeweler.
  • Subsequent purchase under the Lifetime Trade-up. Please note the initial purchase is returnable subject to our 30-day return policy. Click here to learn more about Lifetime Trade-up.

Please see our Return Policy for full details and instructions on processing a return.

Am I responsible for return shipping?

We believe that if you don't love your order, it shouldn't cost you anything to return your item. This is why we will pay for return shipping on all domestic orders that are returnable. Simply fill out the Return Request form to start the process. Note, only one courtesy return label will be provided to a customer within a 6-month period. International customers will need to return items at their expense.

Can I return a "Make Your Own" jewelry item?

Yes. Make Your Own items are covered under our 30-Day Return Policy unless they have been customized.

Can I return an engraved item?

No. Unfortunately we cannot accept returns of engraved items as they have been personally customized.

I'd like to return my order, but I can't find my certificate and/or appraisal?

Certificates and appraisals are detailed documents created by expert gemologists from third party or our own laboratories. These reports are generally lengthy and detailed and quite expensive to replace. As such, we require that any returned items include their original certificates and/or appraisals. If any original certificates and/or appraisals are not included with your return, you will be assessed a replacement fee on your refund per document (minimum $125, but can be greater depending on the certificate or appraisal). Please understand, this is not a penalty, this is the cost to replace these documents.

Do you have an upgrade policy?

Yes. Under our Lifetime Trade-Up Program we will credit you up to 90% of the original purchase price if you choose to trade-up to another gemstone or jewelry item that is at least 125% of the original purchase price of item you are trading in (for example: if you bought a color gemstone item for $100, with Trade-Up you'd receive a $90 credit toward another color gemstone item priced $125 or more).Diamond trade-up orders require the new item to be minimum 200% of original order. See our Lifetime Trade-Up Program for full details.

Can I return an item gifted to me even though I didn't purchase it?

Our orders are only returnable to the initial purchaser. If the item is gifted, please contact the original purchaser to request a return or exchange.

How long will it take to get my refund?

Returns generally take 2-3 business days for us to process from the receipt of the item. Please allow your credit card company additional 5-7 business days to process the refund.

Are taxes and duties also refunded?

We do not charge the taxes or duties associated with international shipments. Please contact any authority to which you've paid taxes or duties for instructions on how to claim them back.

What are cookies? Do I need to enable cookies on my browser?

As is common and acceptable practice with most professional websites, our site uses cookies. Cookies are tiny files downloaded to your computer to enhance your experience. Cookies cannot carry viruses and cannot install malware on your computer. It is not possible to only disable certain cookies. Therefore, please be aware that in completely disabling cookies, you will disable the functionality and features they add to our site and you will be unable to use basic and essential e-commerce features such as the checkout process.

What we don't do

  • We do not appraise non-GemsNY gemstones or jewelry.
  • We are not an insurer of jewelry, but our appraisal are accepted by all major insurers.

Does GemsNY offer Price Match for gems?

We strive to offer color stones at the best prices - as wholesalers we sell the same prices to our retail jewelry store customers. We want to giver our customers the confidence that they will not find a better price elsewhere. See our Terms and Conditions and Price Match page for more details.

Based on 47th Street in Manhattan - All of our Jewelry is Handcrafted in New York City's Diamond District

Testimonials

Dan W.- MI, US
February 27, 2020
We called and requested information and the gemologist was very helpful. The ordering process was a breeze!
Kenneth H.- TN, US
February 9, 2020
Exceptional selection of gemstones. Easy to use and filter to specific characteristics needed.
Nathalie L.- Ontario, CA
February 2, 2020
Very detailed website and easy to use! I found the ruby I wanted effortlessly! Thanks for the help!
Tracy H.- TN, US
January 27, 2020
The process of building my ring was so much fun. The final product looks amazing! :) I am very pleased with my overall...

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