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Something wrong with an order you've received?

Please take the time to read the following so we can help you quicker!
We use an order picking system that prevents picking the wrong item. We implemented this new picking double check system in the fall of 2012. Click here to see details on our in-house designed order picking Android app.
We also do not back order or ship orders incomplete.
If you think you have the wrong item, or are missing something, please know the order was shipped complete and a double check system is in place to make sure the right items shipped.

That being said our cyborg shippers do have a human half – if something seems wrong please use the following email template so we can help you quickly.

Copy the questions from the relevant area into an email and answer them all - please and thanks.
  • You may add any extra comments - but please be succinct it really helps us do our job well, for example: 'I ordered aa1638violet and received red'.
    We will still need the answers to all of the questions.
  • Please answer all questions even if it sounds irrelevant. We have helped a significant number of customers find missing products simply by having these questions answered. Letting us know now speeds up the process by at least a day, as we will have to ask this anyway.
  • We really appreciate your help in sending an error report in this format - it will help you get any issue resolved days faster!
Click to open an email about your concern

Missing Items?Please answer all questions even if it sounds irrelevant.
  1. What is missing?
  2. Were the box or bags damaged in any way? Was it opened in transit and reclosed?
  3. Have you looked in all bags, under the box flaps, in the bags, in the packing materials, on the floor where you opened the package etc?
    Small items like to hide and are often found in these places.
  4. Is the item that looks incorrect in a labelled bag? What does the bag say? Is the bag clear or does it have a white stripe? Sometimes we ship in recycled bags that say the wrong thing (its supposed to be crossed off). Also sometimes we don't have pre-bagged rings and we ship in bulk so 2 bags arrive in 1 bulk bag.
  5. If the items can't be found, are incorrect or were lost in shipping, I need to know what solution works best for you.
    Please Note: If the value of your missing item is less than $5 we can only offer a store credit - so option b below.
    1. Do you want the items to ship now? We pay for airmail shipping or UPS standard (whichever is more cost effective). You may upgrade this service if you need.
    2. Will a store credit work for you - so you can add these items to your next order?
    3. Do you prefer a refund?


Item Looks Incorrect? Please answer all questions even if it sounds irrelevant.
  1. Which item looks to be incorrect?
    A common item people think is incorrect is bright aluminum. This material varies in shine level from ring to ring and batch to batch. It should be looked at outside the bag to see how shiny it is. If you need it to be shinier we recommend tumbling it with walnut shell (sold as bird bedding at pet stores).
  2. Were the box or bags damaged in any way? Was it opened in transit and reclosed? The correct item may have fallen out.
  3. Have you looked in all bags, under the box flaps, in the bags, in the packing materials, on the floor where you opened the package etc?
    Small items like to hide and are often found in these places. The correct item may be missing.
  4. Is the item that looks incorrect in a labelled bag? What does the bag say? Is the bag clear or does it have a white stripe? Sometimes we ship in recycled bags that say the wrong thing (its supposed to be crossed off). Also sometimes we don't have pre-bagged rings and we ship in bulk so 2 bags arrive in 1 bulk bag.
  5. If the item is simply not correct, we need to know what solution works best for you.
    Please Note: If the value of your incorrect item is less than $5 we can only offer a store credit not reshipping or refund.
    1. keep the items that are wrong
      1. we will credit you if you have overpaid
      2. if you still need the correct item we can charge you at the 20% off best discounted rate and ship the correct items via airmail. We pay for airmail shipping or UPS standard (whichever is more cost effective). You may upgrade this service if you need.
    2. send the incorrect items back to us (please wait for detailed instructions if this is your choice)
      1. wait for them to arrive here and receive a credit or refund for them and the shipping - in the meantime place a new order for the correct items
      2. wait for them to arrive here and when they do we ship the correct items to you

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