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Home > Customer Service > General FAQ
If you don't find the answer to your
particular question, please contact us. You can email our customer
service center anytime at
CustomerService@ShaneCo.com. Or if you have specific questions about
this site, please contact:
WebMaster@ShaneCo.com.
You can also call 1-866-Go-Shane (1-866-467-4263) (rollover for hours) to speak with a Customer Service Representative. We are available Mon-Fri 7am to 11pm,
Saturday 9am to 5pm, and Sunday 12pm to 5pm MT.
About Us
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| 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, and provide an unconditional 120-day, money-back guarantee that says if you are not completely satisfied - for any reason - we will refund your purchase price.
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| Q: Where are you located? |
A: Our headquarters are in Englewood,
Colorado and we have 25 showrooms in 14 states across the United
States.
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| 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. |
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Quality Assurance
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| 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 substantial 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 stones 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.
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| 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 pearls and men's accessories, which naturally wear over time). 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. We recommend that you bring your Shane Co. jewelry to us every six months for an 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 or stolen merchandise. Simply bring in your purchase to one of our 23 locations or send it to our service center at:
ShaneCo.com
c/o Brinks Incorporated
6703 E. 47th Ave. Unit A
Denver, CO 80216
We will be happy to clean and check your jewelry free of charge.
For further details please review the
Shane Co. Lifetime
Guarantee.
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| 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 stones loose. Shane Co. takes pride in hand
selecting the diamonds and colored stones 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 stones by
millimeter size. Because of this there can be a greater weight
variation due to the depth of the stones. This is not usually
noticed once it's in the setting.
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Ordering and Shipping
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| Q: What forms of payment do you accept? |
A: We accept all major credit cards
including: Visa, MasterCard, American Express and Discover. And
we don't bill your card until your order has been shipped!
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| 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.
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| 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.
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| 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.
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| 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.
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| Q: Is there a charge for shipping? |
A: For a limited time we are offering
free shipping, through Federal Express two-day service where
applicable.
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| Q: What about shipping insurance? |
A: ShaneCo.com will insure your order
through the selected shipping company at no charge to you.
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| 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.
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| 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.
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| 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).
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| 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.
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| Q: Can you ship overseas? |
A: Yes we can! Delivery date reliability
- depending upon the destination - may vary.
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Privacy and Security
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| 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.
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| 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.
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Returns and Repairs
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| 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 with no questions asked.
To get your full refund, simply return your undamaged Shane Co.
purchase within 120 days of receiving the merchandise and 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.
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| Q: What if I my order arrives with
damage? |
A: If you receive damaged merchandise,
please contact at
CustomerService@ShaneCo.com immediately or call us toll-free
at 1-866-Go-Shane (1-866-467-4263).
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| 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 ShaneCo.com. Or mail your
jewelry to Shane Co. at:
ShaneCo.com
c/o Brinks Incorporated
6703 E. 47th Ave. Unit A
Denver, CO 80216
Please send your jewelry via USPS certified mail using the form
provided with your original invoice.
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| Q: What is the procedure for having
jewelry repaired? |
A: Items needing repair or sizing can be
taken to any of our 25 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.
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| Contact Us | | Our Promise |
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The shopping and buying process was excellent. Thank you very much for the best online shopping experience I have ever had.
Mason S. - Murfreesboro, TN
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For delivery by Saturday, May 10th, follow the shipping guidelines below.
