Frequently Asked Questions

If you don't find the answer to your particular question, please contact us. You can email our customer service center anytime at [email protected]. Or if you have specific questions about this site, please contact: [email protected].

You can also call 1-866-467-4263 to speak with a Customer Service Representative. We are available Mon-Fri 7am to 9pm MT.

About Us

Q: Why buy from Shane Co.?
A: Our friendly, helpful jewelry professionals not only know their jewelry inside out, but they are absolutely committed to helping each customer find the perfect gift or expression of individual style.

Excellent customer service coupled with the assurance of doing business with an established, well-respected jeweler makes Shane Co. stand out among the competition. We also guarantee secure online purchases.

Q: Where are you located?
A: Our headquarters are in Englewood, Colorado and we have 20 showrooms in 13 states across the United States.

Q: How long have you been in business?
A: In 1929, Charles Shane purchased his first jewelry store in Cleveland, Ohio. Over the years, his son, Richard Shane, grew the company into one of the largest jewelry chains in the Midwest. Since 1971, Tom Shane has personally guaranteed the quality, workmanship and value of everything Shane Co. sells. Today, Shane Co. is one of the nation's largest and most respected jewelers.

Quality Assurance

Q: How can I be sure of the quality of my purchase?
A: We buy our diamonds and other gems first hand, direct from the world's major cutting centers, eliminating middleman markups. This way, we can offer you the most beautiful, highest quality precious gems at a savings over retail stores.

We design and carefully craft our jewelry, extending the same high standards of quality to every piece. That means we hand-select gemstones to match each other in quality, size and shape. We ensure that our diamonds are accurately graded by master gemologists to exacting Gemological Institute of America (GIA) standards. It also means that we choose only the most vibrant colored precious gems and the most lustrous pearls. And that we use nothing less than 14K gold or 90% pure platinum in our designs.

Q: What is the warranty on your jewelry?
A: Shane Co. is committed to your lifetime satisfaction because we want to be your jeweler for life. Therefore, we guarantee your jewelry for as long as you own it, for free (excluding men's accessories, which naturally wear over time; complete details). This guarantee includes cleaning, polishing, examining prongs, and providing services and regular maintenance needed due to normal wear (including retipping) on your Shane Co. jewelry free of charge for as long as you own your jewelry. We warrant and guarantee the quality of your Shane Co. jewelry for life as long as you allow only a Shane Co. jeweler to work on it. To ensure a lifetime of trouble-free wear compliments of Shane Co., please bring your jewelry to us every six months for a free cleaning and inspection. That way, we can spot any potential maintenance issues and provide free preventive maintenance before problems occur. This warranty does not apply to lost, stolen, or abused merchandise. Simply bring in your purchase to one of our 20 locations or send it to our service center at:
c/o Brinks Incorporated
2203 Uravan Street
Aurora, CO 80011

We will be happy to clean and check your jewelry free of charge. For further details please review the Shane Co. Free Lifetime Warranty.

Q: Why do you use approximate weights when describing your jewelry?
A: Unlike many other jewelers we don't buy our jewelry off a manufacturer's shelf. We purchase our diamonds and colored gemstones loose. Shane Co. takes pride in hand selecting the diamonds and colored gemstones for our jewelry - matching for size, brilliance, and color. Because of the way we do business, there can be slight variations in the carat weights of the styles we offer. We work at keeping the diamond weight as consistent as possible, however sometimes it varies slightly. That is why we use the term approximate carat weight. Additionally, we purchase our precious colored gemstones by millimeter size. Because of this there can be a greater weight variation due to the depth of the gemstones. This is not usually noticed once it's in the setting.

Ordering and Shipping

Q: Will you mount a diamond I already own in one of your settings?
A: We will mount third party diamonds in one of our settings on a case by case basis.  Our lifetime warranty will only cover the setting, not your center gemstone, and will be subject to charge based on size and cut of the diamond.  Feel free to chat with us online or call one of our Diamond Experts at 1-866-467-4263 for more information.
Q: What forms of payment do you accept?
A: We accept all major credit cards including: Visa, MasterCard, American Express and Discover, as well as the Shane Co. card. (Apply for the Shane Co. card. Instant credit with approval!). And we don't bill your card until your order has been shipped!

Q: Does Shane Co. charge sales tax?
A: Shane Co. is required to charge sales tax in any state where we have an office or store. See our Locations.

Q: Can I order a gift or gift card and have it shipped direct to the recipient?
A: You can send a gift or gift card directly to a loved one and we'll send the invoice to your billing address.

Q: Can I change or cancel my order?
A: You may change or cancel your order while it has a status of "In Process." Your Order Status can be viewed via our web site. Or call one of our friendly Customer Service Representatives at 1-866-Go-Shane (1-866-467-4263) for an update.

Q: What are my shipping options?
A: Federal Express and USPS (United States Postal Service) are our preferred shipping methods. We have the ability to use all of their delivery options to ensure your needs are met.

Q: What about shipping insurance?
A: will insure your order through the selected shipping company at no charge to you.

Q: How long will it take to receive my order?
A: Orders usually ship within 3 business days (Monday - Friday, excluding holidays) of the date you place your order.

Q: What do I do if my order does not arrive in that time frame?
A: Call us right away at 1-866-Go-Shane (1-866-467-4263). We will be happy to track your order and provide you with an expected delivery date. We are committed to meeting your requirements, and we will make every possible effort to ensure your order reaches its destination when you want it to arrive.

Q: How can I track my package?
A: We will email you a tracking number so that you can track your order status online. If you need further assistance in tracking your order, please call us at 1-866-Go-Shane (1-866-467-4263).

Q: How will my purchase be packaged when it arrives?
A: Your purchase will be placed in a beautiful gift box and include a card with your personal message, free of charge.

Q: Can you ship overseas?
A: Yes we can! Delivery date reliability - depending upon the destination - may vary.

Privacy and Security

Q: Is it safe to use my credit card?
A: We guarantee that each purchase you make is protected and safe. If fraudulent charges are ever made, you will not have to pay for them.

Shane Co. is registered with Verisign, the leading provider of digital authentication services and products for electronic commerce and other forms of secure communications. All information sent to us through our web site is automatically encrypted for safe storage.

Q: Does your company sell my personal information?
A: No. We are committed to protecting your privacy. For detailed information regarding our web site, please read our Privacy Policy.


Q: What is your return policy?
A: Our sole purpose is to make sure that you are happy. If - for any reason - you are not completely satisfied with any jewelry purchase from Shane Co., we'll gladly refund your money, no questions asked (special orders and custom engraved jewelry are not eligible for refund or exchange).

To get your full refund, simply return your Shane Co. purchase to us in its original condition within 60 days of receiving the merchandise. Upon receipt of the returned item we will credit your account.

There's no risk when you buy jewelry from Shane Co. We'll make it right - that's our promise. For further details, please review the Shane Co. Lifetime Guarantee.

Q: What if my order arrived with damage?
A: If you receive damaged merchandise, please contact us at [email protected] immediately or call us toll-free at 1-866-Go-Shane (1-866-467-4263).

Q: What if I later need to have my jewelry repaired?
A: Each one of our stores has a fully qualified repair facility on site where we can service most jewelry items purchased through Or mail your jewelry to Shane Co. at:
c/o Brinks Incorporated
2203 Uravan Street
Aurora, CO 80011

Please send your jewelry via USPS certified mail using the form provided with your original invoice.

Q: What is the procedure for having jewelry repaired?
A: Items needing repair or sizing can be taken to any of our 20 store locations across the U.S. Or they can be carefully packed and shipped via USPS certified mail using the form provided with your original invoice. Customers requesting repairs will be responsible for the cost of shipping the item to Shane Co.

While we will make every effort to satisfy each customer, there will be cases where repair fees will need to be charged due to the nature of the damage. If this is ever the case, we will obtain your permission before we begin any repairs.

What Customers Say About Us
This company is an exemplary model of how to run a business. They are completely honest and allow their customers to make informed decisions without any shady sales tactics.  Nolan D. - Campbell, CA on
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