CUSTOMER SERVICE & FREQUENTLY ASKED QUESTIONS

Photogems personalized jewelry & gifts

JEWELRY INFO
PHOTOS
PAYMENTS
SHIPPING
RETURNS & REFUNDS
PRIVACY

We aim to please! Contact us for questions not addressed below.

JEWELRY INFO

What materials are used?
The material used for each product is identified in the product description.

Does Sterling Silver tarnish?
All sterling silver will tarnish over time. Keeping your jewelry in plastic bags will also help prevent or slow tarnishing as well as using a polishing cloth from time to time.

How do I care for my jewelry?
We recommend occasionally cleaning your jewelry using a jewelry polishing cloth. Storing Sterling Silver in a sealed plastic bag will also significantly reduce the tarnishing process.

PHOTOS

What kind of photos can I use?
Photos can be JPEG, GIF, TIF, or PNG files. For best results use a high resolution (a minimum of 1024 x 768 pixels is recommended) image. Ideal File size is less than 20MB (megabytes) and the image size should be less than 2000 pixels in height and width.
We will try to tweak your photo to make it look its best. If your photo is too grainy or is very low resolution, we will email you to request an alternate.

Can I change my color photo to black & white or sepia?
Yes, just let us know what you would like us to do and as always we will let you see it before creating your item.

Can you crop my photo for me?
Yes. We crop and resize your photo as appropriate for your purchase. Then we send you the cropped photo for your approval.

I’m not sure my photo will look good?
If there any specific modifications you desire, such as lighten or darken, remove red-eye or a date from the corner of the photo, etc. please note these at check-out. We are happy to make minor adjustments, however more complicated changes may require a design fee. We will also let you know if we don’t think your photo is suitable.

How do I re-size my picture?
We will resize your photo to fit your purchase. After placing your order, please email images to: service@photogems.net (please include your name & order # in the subject line).

Can I have multiple kids in my picture?
Yes, however, we recommend no more than two subjects in a photo for our photo beads.

Can I mail you photo? I don’t have a digital copy.
You can mail us pictures, but we cannot be responsible for photos lost in the mail, so recommend you send them with tracking information. Place your order first and indicate you will be mailing your photos in the comments box at checkout and we will send you the preferred address.

How long does it take?
Please allow 5 business days for production. We will do our best ship sooner if possible. If you have a deadline please let us know in the comments section when you checkout so we can accommodate.

Rush Orders
If you need your item in a hurry or by a certain deadline please indicate such in the comments area when you check out. Also please select 2nd day or overnight shipping service for guaranteed delivery.

Can I cancel an order?
Yes – please contact us within 24 hours of placement to cancel your order.

Do you gift wrap?
We will place each piece of jewelry that you purchase from us in a beautiful black satin drawstring pouch. When you proceed to the checkout pages, enter a gift message in the comments box. This personalized message will be handwritten on to a card & placed into an envelope. If there is a gift message on your order, the prices will NOT be included on the shipping invoice.

PAYMENTS

Payment is expected at the time of the order. We happily accept VISA, MasterCard, American Express, Discover and PayPal. Shipments to California residents are charged the appropriate sales tax.

SHIPPING

PhotoGems ships from California to United States and International destinations. Our primary method of shipping is the US Postal Service which is generally very fast and reliable, deliver on Saturdays at no additional charge and can place items inside mailboxes. Items will be carefully wrapped and shipped in a padded envelope via USPS First Class Mail (2-5 days within the US.) However, if you need your shipment quickly, then opt for FedEx – the tracking information is accurate, timely and their customer service is absolutely outstanding. FedEx guarantees delivery except in instances of weather delays.

Shipping within the United States:
Standard (USPS First Class Mail) – $4.50 (usually takes 3-5 days)
2nd Day Air (Fed Ex) – depends on your destination
Overnight (Fed Ex) – depends on your destination

International Shipping:
Standard (USPS First Class Mail) – $10 (usually takes 6-10 business days)
International Priority (Fed Ex) – depends on your destination

RETURNS & REFUNDS

Our products are guaranteed against defects in materials and workmanship for 15 days from shipment. We will remake unsatisfactory products if we are contacted within 15 days of shipment.

Due to the custom nature of our personalized products we cannot offer refunds. Items that are not personalized with photos are eligible for a refund. To receive a refund for non-personalized items as described above please contact us within 15 days of shipment.

If you ever have a question or concern of any sort regarding your order, please contact us so we can work together to resolve any problems.

PRIVACY

We collect only the information required to process and ship your order. We do not share your information with any third party.

Have more questions?
Email us at: service@photogems.net
Call – (800) 235-1790

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We welcome your inquiries! There are no dumb questions.