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Frequently Asked Questions

Return Policy

At The Natural Sapphire Company we want all of our customers to be happy and completely satisfied with their purchase. Below is our return policy for our loose sapphires, finished jewelry, and custom orders:

For Loose Sapphire and Finished Jewelry Orders:

We offer a 5 day inspection period for you to review your sapphire or finished jewelry item. The 5 day period begins when you sign for and receive your item from the shipping carrier. If you are not completely satisfied with your item, you can return it within the 5 day inspection period for a full refund. Returns after the 5 day inspection period can be returned for store credit or an exchange towards other items, as long as the item you are returning is not damaged or used in any way. While you have possession of any item you are fully responsible for its value and care.

If you need an extended inspection period, we are happy to accommodate your needs. Special circumstances and arrangements can be made; however, they must be done so prior to the shipment of your item. Please contact us at (212) 869-1165 to make special arrangements for an extended inspection period.

Please note: Loose sapphires will not be accepted for a refund if they have been set, scratched, polished, chipped, fractured, weigh differently or have been altered in any way. We strongly recommend that you do not set your gemstone until you fully intend to purchase it.

For Custom Orders and “Create Your Own Jewelry” Orders:

Custom orders and “Create Your Own Jewelry” orders have a different return and refund policy.

Because these items are created when you select one of our gemstones and we manufacture a custom setting for that stone, payment in full is required before production begins.

We reserve the right to refuse a return on custom orders and “Create Your Own Jewelry” orders. Any special circumstances regarding the creation (and possible return) of a custom order or “Create Your Own Jewelry” order must be discussed at the time of sale, before production. Credit and/or refund for the loose sapphire value can be arranged, but in most cases the cost of the custom order setting is not refundable.

We strongly encourage our clients to preview the loose sapphire they are interested in before creating a custom order jewelry setting for that stone. To help our customers better imagine their custom jewelry pieces, we provide two complimentary computer rendered images and one 3D wax model of the setting. Additional conceptual images and/or wax models are subject to a fee. Please contact us to inquire about these services. We’re happy to help!

If you have any specific questions regarding returns, please call us at (212) 869-1165 or email us at info@thenaturalsapphirecompany.com.

Items must be returned in the same condition as they were sent. If the item is damaged in any way it will not be accepted for a refund. While you have possession of any item you are fully responsible for its value and care.

How to Return an Item

If you have purchased an item that you would like to return, you must contact us to request an RMA number (Return Merchandise Authorization). Do not send in a return unless you have an RMA number. All shipments will be refused and returned to sender if an RMA has not been issued.

Depending on the value of the item you are returning, you will be given special instructions on how to send in a return.

Items returned MUST be in the same new condition as they were when they were delivered to you. We will NOT accept damaged items. Please review our return policies before calling in for an RMA number.

A refund will be issued after we receive your return. If you paid by credit card, the charge will be credited back to your card. If you paid by check or wire transfer, a company check will be issued to the name on the account from which the purchase was made from.

In order to deter potential theft, please do not write any words on the package shipping label that may allude to the contents of the package (such as gems, sapphires, jewelry, etc.). Do not declare the exact nature of the contents you are sending. If required by customs or the shipping company, specify the item is an "Antique Sample" or "Rock Crystal Samples."

Send returns to:
NSC Inc. RMA # (You must have an RMA Number)
6 East 45th Street, 20th Floor Penthouse
New York, NY 10017

Please Note: NO insurance coverage OR value is to be declared on returned items.  Our insurance company will issue insurance coverage on the return shipment once your RMA Number has been generated.

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Our Location

We are located at:
6 East 45th Street, 20th Floor Penthouse
New York, NY 10017

Our normal business hours are Monday through Friday, 10AM to 6PM. Our last appointment time is 5PM.

We welcome clients and visitors to our showroom offices during normal business hours. We are not a traditional retail storefront, so appointments are strongly encouraged.

Feel free to contact us to make an appointment or to ask any questions about visiting our office!

We have very strict security procedures to enter our building and our offices. Appointments must be made in advance, and all guests must bring a valid photo ID for security when you arrive. Visitors should be willing to submit to metal detector testing.

Please view our Security and Fraud section to learn more about our security measures when visiting us in person.

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General Questions

1. What does "Status: On Hold" mean?

"On Hold" means an item is being previewed by another client and is not available for immediate delivery. The item may not sell and could be returned to us within a short period of time. If the item is returned, its status will be changed to "Available" and it can be shipped immediately.

If an item is on hold, you can still decide to go through the purchase process and buy the item. However, it may not ship immediately. If the item is not returned to us, we will contact you to let you know that your transaction has been voided.

If you are extremely interested in buying an item that has an "On Hold" status, you should complete the online purchase process. You will have top priority in receiving the item if it becomes available.

2. What does "Status: Available" mean?

"Available" means just that – an item is available for immediate sale and delivery. If you would like to buy the item, you can complete the purchase process. You will receive confirmation of your order and will be notified when your item has been shipped.

3. What are your "Setting Options" and how do they work?

Our "Setting Options" are the various mounting designs we offer for you to create a custom jewelry item. They include ring, earring, necklace, and pendant settings. We can set any of our sapphires or sapphire pairs in your desired setting option.

As sapphire specialists, our aim is to maintain the widest selection of loose sapphires that our customers can choose from. You can browse our jewelry setting designs and then pick a sapphire, or you can select a sapphire first and then pick a setting. Either way, our clients can create their own unique combination of a sapphire and a jewelry setting.

We have hundreds of setting options to choose from, but if you don't see what you are looking for, or you have an example of a piece you want to re-create, we are happy to work with you to create a specially commissioned piece.

If you have more questions about special setting designs please call us at (212) 869-1165. We can create anything!

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

To help our customers better imagine their custom jewelry pieces, we provide two complimentary computer rendered images. Additionally, we can create and deliver a custom 3D wax model of the actual setting design for a nominal $95 fee.

5. Can I request to see more than one item at a time?

If you see more than one item that you would like to preview, please call us directly at (212) 869-1165 to discuss your order. We usually allow customers to compare more than one item at a time in person. However, please do not purchase multiple items online that you do not intend to buy without notifying us first.

6. Do you offer a military discount?

We are happy to offer a 10% discount for active duty military personnel and their dependent family members. A valid military email address is needed for verification. Military discounts cannot be combined with other discounts, sales, or promotions.

7. Our Warranty & Guarantee

The Natural Sapphire Company proudly stands behind our products and offers a full lifetime warranty.

We guarantee our sapphires and jewelry to be as described in our documentation and reports. If the sapphire or jewelry item is not as stated in our documentation, we offer a full refund policy.

This warranty is based on the condition of the item at the time of sale.

This warranty remains in effect for as long as you own the sapphire or the piece of jewelry.

If you make a claim under this warranty, you must allow us to try to resolve your claim amicably. This includes allowing us to inspect the sapphire or jewelry item and conduct a gemological evaluation to assess your claim.

You should all questions about our warranty to: The Natural Sapphire Company: 6 East 45th Street, 20th Floor Penthouse, New York, NY 10017 or call (212) 869-1165 and we will work to resolve your claim.

This warranty is subject to the conditions stated above.

8. Our Media Imaging Guarantee

As an e-commerce jewelry company, we understand the concerns about shopping for such unique items online. Great care is taken to capture our items’ true color properties. Our photographers try to capture the most accurate color and clarity of all of our sapphires and jewelry.

However, we do not have control over the brightness and color settings of individual home computer monitors. While we test the color accuracy of all of our images across multiple monitors, there is no uniform standard in brightness or color tone from one monitor to the next. Please keep in mind these limitations when viewing an item.

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Grading, Sizing & More

Ring Sizing

We use the US system for ring sizing. Below is a ring size comparison chart for the different international systems.

USA

Britain

French

Germany

Japan

Switzerland

Don't know your ring size? Open and print this ring sizing PDF

Please note: Our ring sizing chart is based on the US system for ring sizing and provides an approximate ring size only. When used correctly, it is very accurate.

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Stone Size Chart

Please click here to open a PDF of our stone size chart.

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Stone Shape Chart

The chart below features common gemstone shapes. The most popular shapes for colored gemstones are round, cushion, emerald, radiant and princess. If you would like more information regarding the characteristics of each shape, please call us to speak with a gemologist who will be happy to help you select your sapphire.

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Clarity Grading

While diamonds have an internationally established grading system, there is no official, standardized method to analyze clarity in sapphires and other gemstones. Usually, the jewelry industry grades colored gemstones, including sapphires, at eye level rather than the diamond standard of 10x magnification.

At The Natural Sapphire Company we grade the clarity of our sapphires on a comparative basis. We have over 70 years of experience dealing exclusively with sapphires. We have borrowed some of the standard diamond grading terms and applied them to sapphires to better assist customers who may be familiar with diamond clarity terminology (example: VS1, SI2).

Below is the scale we use to grade clarity in our sapphires at eye level :

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Color Intensity Grading

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Sapphire and Metal Care

About Our Jewelry

We create our jewelry items in a variety of different precious metals including: palladium, white gold, yellow gold, rose gold, and platinum. We also offer different karat weights for our gold items, including 14K and 18K gold.

The best way to clean your precious metal jewelry is with soap and water and a small brush or cloth.

Please click here to open a PDF of our sapphire care guide to learn more about proper gemstone care.

Please click here to open a PDF of our metal care guide to learn more about proper precious metal jewelry care.

About Rhodium

Like palladium and platinum itself, rhodium is a member of the platinum group. It is one of the rarest and most expensive precious metals in the world. Rhodium-plating is widely used as the final step in the finishing process for fine jewelry. It adds a gleaming white finish to the slight golden hue of even the highest karat white gold.

Rhodium plating is tarnish-resistant and tremendously durable, but it can fade with time due to wear and body chemistry. If you detect any change in the tone of your jewelry, it can easily be re-plated and restored to its original gleam.

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Payment

Payment Methods

We accept the following credit/debit cards:

visa

VISA , MASTERCARD, AMERICAN EXPRESS, DISCOVER

Paying with a credit card is the safest and most secure way to pay; both the customer and the business are protected from fraud.

We also accept bank wire transfers and personal checks. If you would like to pay via one of these methods, please contact us so we can manually process your order.

You are welcome to contact us at (212) 869-1165 between 10AM and 6PM EST if you have any questions about ordering an item or our accepted payment methods.

Payment in full is required before production begins for all orders with a custom setting option.

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Shipping, Insurance, and Liability

Domestic Shipping Services

There are no additional shipping cost for orders over $1000.

We ship to all locations within the US. Items are sent via FedEx or UPS, Next Day or 2nd Day Air, signature REQUIRED. We will only ship to confirmed addresses. All client details, including shipping addresses, must match the authorization information of the credit card used.

If you pay by credit card and would like your shipment sent to a non-confirmed address, you can arrange to add an ‘alternative confirmed address’ with your credit card company. Please call us at (212) 869-1165 if you have any questions regarding shipping.

Next Day Air shipments should arrive at their destinations before noon the next day. Shipments to Alaska and Hawaii typically arrive within 2 days. All deliveries are sent to street addresses only. PO Boxes are not accepted as shipping destinations.

Shipments scheduled for Fridays have the option for Saturday delivery or delivery the following Monday. Please call us directly to set up a Saturday delivery.

Below is a guideline for shipping costs and delivery times. Shipping options vary depending on the value of the item ordered.

Domestic Orders Under $1000

Shipping Options Delivery Time Signature Required ? Insured ? Trackable ? Cost
FedEx Next Day Air 1 Business Day Yes Yes Yes $20
FedEx 2nd Day Air
  (Orders Under $500)
2 Business Days Yes Yes Yes $10
FedEx 2nd Day Air
  (Orders $500 - $1000)
2 Business Days Yes Yes Yes Free
USPS Priority Insured 2 - 5 Business Days
(Depending on location within U.S.)
Yes Yes Yes Free

Domestic Orders Over $1000

Shipping Options Delivery Time Signature Required ? Insured ? Trackable ? Cost
FedEx Next Day Air 1 Business Day Yes Yes Yes Free

Customers are responsible for all items after the package has been signed for.

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International Shipping Services

There are no additional shipping cost for orders over $1000.

We ship worldwide on a daily basis. FedEx, UPS, DHL, and other international carriers reach most parts of the world within 2-3 business days for a relatively low cost.

Authorizations and confirmation of a credit card’s validity is not always possible when shipping to international destinations, and in some cases bank wire transfer payments must be received before an item is shipped to international destinations.

International shipments may be subject to customs fees, import duties, taxes, and other charges. These additional charges required for customs clearance are the responsibility of the recipient. When your order arrives at customs either our shipper (usually FedEx) or the customs office will contact you directly to arrange for the payment of any charges that may be due.

International Orders under $1000.

Shipping Options Delivery Time Signature Required ? Insured ? Trackable ? Cost
United States Insured Mail*^ 4-10 Business Days Yes Yes Yes $30
FedEx Express International 2 - 3 Business Days Yes Yes Yes $30

* In some countries this service is not available. We will contact you if this is the case.
^ Items over $1,000 can only be shipped via FedEx. Unfortunately, we cannot ship to military PO Boxes.

Customers are responsible for all items after the package has been signed for.

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Security & Fraud

We take security very seriously at The Natural Sapphire Company. Purchases made through our secure website, in person, or by phone, are subject to extensive security checks to prevent fraud and give our customers the highest assurances of security and safety.

For Online Orders

  1. We subscribe to various third party services (www.signifyd.com) that do extensive background checks to research if any fraud activity has been associated with the person purchasing an item.
  2. We will only ship to confirmed and authorized billing addresses.
  3. If an item is paid for by check we will confirm that the check was not written or issued fraudulently.
  4. We do not ship items that are paid by check until the check and funds have cleared.
  5. We communicate with our customers via phone or email for all orders.
  6. We check the billing and shipping addresses for all orders and contact the customer if there are any discrepancies.
  7. We review the geographic locations of our orders.
  8. We log all incoming IP addresses for our online orders.
  9. We verify all AVS and Card Code Verification details.
  10. In most cases we can only discuss the details of an order with the individual paying for the item.
  11. For clients returning merchandise, our return procedures must be followed per our instructions. Items will not be accepted unless an RMA has been issued (see our return section for more information).
  12. For international orders, we reserve the right to refuse payment methods that are not direct bank transfers. However, in most countries we subscribe to services that can verify and meet our needed security measures to confirm valid orders.
  13. We reserve the right to refuse a sale to any person or entity for any reason.
  14. We follow the laws relating to the United States Patriot Act.

Please Note: Attempted fraud will be vigorously pursued, reported, and prosecuted by all available legal means. Our staff and security detail are extremely skilled and dedicated to preventing and detecting fraud. We actively report all attempts of fraud to law enforcement authorities.

For Phone Orders

Questions or changes regarding an order and/or its shipping service can only be discussed with the individual paying for the item, unless permission from the purchaser has been given.

The security measures listed for our online orders also apply to our phone orders.

For Showroom, Office and Workshop Visits

We encourage customers to visit our New York location to view our sapphires in person. Please review the security measures below if you plan to visit our office.

  1. Appointments are mandatory. For security reasons, we cannot allow visitors into our showroom, offices, or our workshop without a preexisting appointment. Appointments should be made in advance, at least two hours before your arrival time.
  2. All visitors must present a valid photo ID such as a drivers license, passport, etc.
  3. Visitors must be willing to have their photo ID scanned for our security records.
  4. All visitors granted access should be willing to accept a fingerprint imaging scan (no ink!) if requested.
  5. Visitors are scanned by metal detector and bags are subject to inspection.
  6. Weekend and after hours appointments are not available. We only accept visitors during our regular business hours, by appointment only (see our business hours) for more information.
  7. If you are a returning visitor you will be subject to our normal security procedures as will any accompanying guests.

A Note About Our Security Practices

We work with a contracted third party security company to keep our office extremely secure at all times. Our 24/7 armed guard security and surveillance service includes:

  • 16 high resolution video cameras with audio in and around our location
  • 10 motion sensors
  • 18 door and window security contacts
  • 6 vibration sensors
  • 10 silent call buttons for police and third party armed guard response
  • 3 sets of double-door man-trap systems with fail safe hardware
  • 1 intake window with 2 inch thick bullet proof glass
  • Steel reinforced walls at all entry walls and doors
  • We are located in a high security office building
  • Lobby and back-room security guards are on duty at all times, 24 hours a day, 7 days a week
  • Armed guard security is on full time staff

Our independent 24/7 security monitoring company is one block from our location and will respond immediately if summoned. They have remote access to all of our security systems for instant monitoring and reporting.

Our security is meticulously detailed and we make no exceptions for anyone or any situation.

NOTICE: ARMED GUARD ON PREMISES

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Online Security Policies

All online payments with credit cards are protected by the latest and most advanced online security technology. All transactions on our website go through SSL (Secure Socket Layers). This is the industry standard for online security and is also used by financial institutions. The security and privacy of your credit card, personal contact data, and all other electronic information is never at risk of being stolen or misused.

As an added security measure, we are certified by Verisign.

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User Agreement

Privacy Statement

We do not sell or use your personal information for anything other than transactions within our company. We will not offer for sale, solicit or share your name, address, email address, purchase information or other personal information with any outside entities. You will never be contacted by The Natural Sapphire Company for any reasons other than to address your initiated inquiries, purchases and emails. If you specifically request that we add you to our mailing list, then we will contact you from time to time to let you know of company news and updates.

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Eligibility

Purchases from The Natural Sapphire Company can only be made by individuals who can form legally binding contracts under applicable law. Without limiting the foregoing, our services are not available to minors.

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Taxes & Fees

You are responsible for paying all shipping fees associated with the transportation of merchandise and all applicable taxes. This included any customs charges that may be incurred for international shipments.

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Release

You agree to release The Natural Sapphire Company (including our employees and subsidiaries) from claims, demands, and damages (actual and consequential) of every kind and nature, known and unknown, suspected and unsuspected, disclosed and undisclosed, arising out of or in any way connected with customer dissatisfaction of service or merchandise, after the inspection/return period expires on orders placed for our merchandise.

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Access & Interference

Our web site contains robot exclusion headers and you agree that you will not use any robot, spider, other automatic device, or manual process to monitor or copy our web pages or the content contained herein without our prior expressed written permission. You agree that you will not use any device, software or routine to interfere or attempt to interfere with the proper working of The Natural Sapphire Company. You agree that you will not take any action that imposes an unreasonable or disproportionately large load on our infrastructure. You agree that you will not copy, reproduce, alter, modify, create derivative works, or publicly display any content from our website without the prior expressed written permission of The Natural Sapphire Company.

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Disclaimer

Prices and availability of products and services are subject to change without notice. Errors will be corrected where discovered, and The Natural Sapphire Company reserves the right to revoke any stated offer and to correct any errors, inaccuracies or omissions.

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Privacy Policy

AdRoll Retargeting Ads

The Natural Sapphire Company works with AdRoll retargeting, who uses technology including web beacons and cookies to collect data about our website usage and to improve the effectiveness of our marketing. Data recorded through the use of this technology is aggregated and shared with us.

No personally identifiable information about you is collected or shared by AdRoll with The Natural Sapphire Company. You can opt-out of AdRoll and their partners by visiting this link.

Thank you for visiting our web site. This privacy policy tells you how we use personal information collected at this site. Please read this privacy policy before using the site or submitting any personal information. By using the site, you are accepting the practices described in this privacy policy. These practices may be changed, but any changes will be posted and changes will only apply to activities and information on a going forward, not retroactive basis. You are encouraged to review the privacy policy whenever you visit the site to make sure that you understand how any personal information you provide will be used.

Note: the privacy practices set forth in this privacy policy are for this website only. If you link to other web sites, please review the privacy policies posted at those sites.

Collection of Information
We collect personally identifiable information, like names, postal addresses, email addresses, etc., when voluntarily submitted by our visitors. The information you provide is used to fulfill you specific request. This information is only used to fulfill your specific request, unless you give us permission to use it in another manner, for example to add you to one of our mailing lists.

Cookie/Tracking Technology
The Site may use cookie and tracking technology depending on the features offered. Cookie and tracking technology are useful for gathering information such as browser type and operating system, tracking the number of visitors to the Site, and understanding how visitors use the Site. Cookies can also help customize the Site for visitors. Personal information cannot be collected via cookies and other tracking technology, however, if you previously provided personally identifiable information, cookies may be tied to such information. Aggregate cookie and tracking information may be shared with third parties.

Distribution of Information
We may share information with governmental agencies or other companies assisting us in fraud prevention or investigation. We may do so when: (1) permitted or required by law; or, (2) trying to protect against or prevent actual or potential fraud or unauthorized transactions; or, (3) investigating fraud which has already taken place. The information is not provided to these companies for marketing purposes.

Commitment to Data Security
Your personally identifiable information is kept secure. Only authorized employees, agents and contractors (who have agreed to keep information secure and confidential) have access to this information. All emails and newsletters from this site allow you to opt out of further mailings.

We reserve the right to make changes to this policy. Any changes to this policy will be posted.

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