FAQs

Fact: Many users sending us a message get no response from us due to the invalid email address which they provided. If you submit an invalid email address during the registration process you will be unable to recieve important emails (welcome, order updates, replies...) from us!

If your question is not addressed in the FAQs, please fill up and submit this form. We'll be sure to respond to your inquiry within 24 hours (M-F). If you have an order with us, for better serving you, please be sure to provide us the order number.

If you want to feedback some comments, we recommend you write reviews beside the product you purchased on our web site.

Help - Products

Authenticity
All of our merchandises are 100% authentic and brand new. We only directly import from the same manufactory through a secret channel to bring you authenticity merchandises and incredible prices. Only one difference is we do not have the Tiffany & Co. certificate, that's why low low price can be. Please be advised if you want the certificate, YOU CAN NOT SAVE A PENNY! You have to go to shop their authorized stores or official web site: www.tiffany.com. We pride ourselves on the quality and consistency of the product and service we provide thousands of our customers since 1998. [Top]

Jewelry Packaging
All of our merchandises are come with Tiffany & Co.™ pouch, blue box, gift bag and silver care card.

Product Information
For specific information about a product, access the item's Product Information page. We get product descriptions directly from the manufacturer, and we add pricing & product release information. Please remember that the measurements provided are approximate. While we strive to provide you with all available information about each of our products, there may be occasions in which product information provided on our site differs from that of the actual product. Please inform your size accordingly. Reasons for this include, but are not limited to:

• inaccurate supplier information provided to us
• changes in products from our suppliers

Sorry we don't provide length adjustment and engraving service. Requests for shorter or longer lengths are easily accommodated in most local jewelry store via a small fee. [Top]

Items not Listed
We are an online retailer only, and all of our available merchandise is listed on our web site. Usually we do not have the items that are not listed on our website. If the item you are looking for is not on our website, we are not currently selling that item and sorry we cannot place special orders for customers.

Pricing
We offer you consistently low prices on every collector's item in our store. We do not have the Tiffany & Co. certificate, that's why low low price can be. Please be advised if you want the certificate, YOU CAN NOT SAVE A PENNY! You have to go to shop their authorized stores or official web site: www.tiffany.com

All prices are listed in U.S. dollars. We do not have a currency converter in our store, but several Web sites provide this service. Orders placed on our web site will be charged in U.S. dollars. If you live outside the U.S., this charge is converted by your bank into your local currency and should appear on your credit card statement in that currency.

We do not have a price-matching policy at this time. We do consistently work toward maintaining competitive prices on everything we carry. Should we remind our potential customers what "TOO GOOD TO BE TRUE" means? [Top]

Product Availability
We carry a large inventory of products in an attempt to give you, our valued customer, many buying options as well as a fast, prompt delivery. Unfortunately we still must special order products from our distributor which we normally do not keep in stock. This is unavoidable if we are going to be able to offer you a great selection of products from several top brand name manufacturers. Normally, we can obtain products from our distributor within 7 business days.

In the rare event that a product you have ordered is not available for shipment as scheduled, we will notify you as quickly as possible via the email address in your order and let you know if it has been placed on backorder or cancelled. If we can not reach customers to advise them of out of stock items, we will automatically remove any out of stock items from any pending orders and apply a credit for the out of stock items.

Unexpected shortages and manufacturer's out-of-stock conditions occur due to raw material shortages, unexpected inventory demands, bad weather, etc. Unfortunately, we cannot predict when such problems will occur, and we apologize for any inconvenience you may encounter.

Product availability is noted on each product page. Availability time indicates the number of days or weeks it takes for your order to leave the warehouse.

NOTE: The availability information presented on our site is the most current, accurate inventory information we have, but inventory errors do occur from time to time and this information does not constitute a guarantee or promise of availability. In the rare event that a product you have ordered is not available for shipment, we will notify you as quickly as possible via the email address in your order. [Top]

Catalogs
At this time, catalogs are not available. Rather, we offer our customers the latest product and company news via our e-mail list. Please create your account via us to subscribe.

Help - Shipping

Shipping Cost
Shipping & Handling charges are determined by volume of the item, delivery method and final destination. Your total shipping charges will automatically compute during Checkout prior to the completion of your order.

Processing and Shipping Times
Processing time: Within 24 hours - Processing time is from when you submit your order to when your packpage leaves our warehouse. Product availability will have an effect on delivery. Please be sure to Check The Availability of each product.

Shipping time: USPS Priority Mail™ 2-3 days for United States. We can do it because our warehouses are located in Los Angeles and Seattle, USA. Also, FedEx™ overnight is available upon request.

Shipping time is from when your package leaves the warehouse to when it arrives at your door. Shipping times apply to shipments in the continental United States. For shipments sent by Standard to Alaska and Hawaii, add 2 days to the shipping time. Delivery to APO/FPO addresses takes 1 to 2 weeks. For remote area and/or during peak seasons (November - December), it is perfectly normal to take longer time to deliver. [Top]

Ordering Items with Different Availabilities
Generally, we will make one shipment when your complete order is ready. Unless other instructions are given, we will wait until we have all the items in your order before shipping any of them. For example, if you order one item that is in stock another that is temporarily backordered, we will ship both to you together when both items become available. Typically, items are back in stock within 3 - 5 business days, so nearly all of our packages ship very quickly.

Track Packages
We ship most orders via USPS™, FedEx™ and UPS™. Tracking information is available at their official web sites. Currently, we consider USPS™ more often because of

• USPS Priority® is faster and cheaper than FedEx Ground® and UPS Ground®;
• Convenient and affordable, no surcharges for Saturday or residential delivery;
• 38,000 Post OfficeT locations, and is the only one who delivers to POBox®, APO® and FPO®.

Please be noted that it may take 24 hours for the record to be avaliable on the courier's online tracking system.

Tracking Number
Once your order has been shipped, you will be emailed a tracking confirmation number. Please track the items online frequently to avoid the troubles unaware in the delivery process. [Top]

Lost Package
After the shipping courier provides a Tracking Confirmation Number, our shipping responsibility is finished. The customer shall track the item online with the shipping carrier's website frequently to avoid the troubles unaware in the delivery process. You must contact the shipping carrier directly on the lost shipment and they will investigate the case. Once they are convinced that the item is lost, they will compensate your lost. However, they will not be responsible for the lost if you furnish incorrect shipping address or no need signature in the first place.

Customs Information
You may be subject to import duties and taxes, which are levied once the package reaches your country. Additional charges for customs clearance must be borne by you. We have no control over these charges and cannot predict what they may be. Customs policies vary widely from country to country, you should contact your local customs office for further information. [Top]

Help - Return

100% SATISFACTION GUARANTEE POLICY
We want to make sure that you are completely satisfied with your purchase. If, for any reason, you are not satisfied with your order, please follow below instructions to return your article of merchandise for refund:

Return Policy - You may return for any reason!
ALL Shipping & Handling Fee will be paid by the buyer. If an order's S&H Fee is promotionly reduced from $20 standard (see top table), $20 is the actual S&H Fee to pay.
ALL refunds will incur a 20% RESTOCKING FEE and the return must be received by us within 14 days from the date received by you.
ALL returns must be sent back in our original cardboard box with USPS Priority Delivery Confirmation label and with the original condition (unworn) to the From Address exactly on our original cardboard box you received. (We have different S&H stores in Seattle and Los Angeles. That's why you must keep our original cardboard box in case of returns.)
Sales on specials or discounts are final, no returns like every where.
RA# (Return Authorization Number) shall be sole Invoice Number plus Model Number (Invoice# and Order# are same). For example: Invoice# is 1234 and Model# is TB4321, then RA# is 1234TB4321; Your Invoice is saved on-line only. Please login your account on our website again to make sure your Invoice# and Model#. Please print out your Invoice from your account if you have a printer and kindly provide a reason for the returning enclosure.

Issuance of Credit
We'll notify you via e-mail of your refund once we've received and processed the returned item. We'll issue a refund in the same form of payment originally used for the purchase within 1 to 2 business days of our receiving your return.

Important Notes and Restrictions
Refunds will not be available if the returned products have been damaged or altered in any way before arriving at the Customer Service Center.

Make certain to use the original packaging when returning an item to ensure that it arrives in the same condition it was in when you received it.

As a safeguard against potential abuse, we reserves the right to deny a refund to anyone who has made what we determine to be excessive returns. [Top]

Coupon Codes on Returned Orders
Discounted (special and coupon used) sales are final like everywhere .

Returning a Gift
If you have received a gift from us come with your order, and would like to return what you purchased, you may keep the gift as our sincerity.

Damaged/Incorrect Products or Incomplete Orders
At TiffanyStore®, we are focused on pleasing you. If you have received a damaged or incorrect item, or if you believe that part of your order is missing, please immediately send an email to a Customer Service Representative. In your message indicate your name, order number, and email address, and provide as much detail as possible about the situation.

We will be happy to replace any damaged items, assuming a comparable replacement is available. Similarly, if you should receive a product other than the one you ordered, please return the wrong merchandise back to us. The correct product will be sent to you at no additional charge. [Top]

Exchange
For exchanges, replacement items that are in stock should reach you in 1-2 weeks. We offers no exchange before receiving your return article of merchandise. The product must be returned unused, and in the original packaging. Each item being exchanged with a similar product for the first time will have its restocking fee waived.

If you would like to order another item in place of the returned product, you will need to submit a completely new order on our website. This will ensure the replacement item is available and provide the fastest possible service to you. [Top]

Help - Order

Placing Your First Order
Placing an order with TiffanyStore® is easy. Here are the steps you need to follow to place an order. (We cannot accept orders by phone, fax or email for reason of keeping database synchronization. All orders must be placed online.)
　

• Find the Items You Want
• Add the Items to Your Shopping Cart
• Proceed to Checkout
• Sign In/Create an Account
• Enter a Shipping Address
• Make a Special Notice
• Provide Payment Information
• Review and Submit Your Order
• Check Your Order Status

Order Number
Upon ordering, you will receive an email confirmation with the order number which is sent to the email address you entered upon ordering. If you did not enter a valid email address during the order process, you will not be able to track your order and we will not be able to provide you with tracking information, as all tracking is sent to the email address associated with the order. [Top]

Order Status
Most of the time, your order status will be either "Porcessing" or "Shipped." "Processing" orders have either just been received, are awaiting personalization or shipment. "Shipped" orders marked "shipped" have already left our warehouse and are in transit to your location. A tracking number should also be available when checking your order status in your account if your order is marked "shipped."

If you received an email confirmation within 24 hours of your order you can be confident we have received your order even if you received any kind of error message during the ordering process.

If you did not receive an email confirmation, a couple of things may have happened. Most often this occurs because your email address was typed in with an error in it. Contact Us by email and we will check to see if we received it. Be sure to include your full name.

The estimate shipping and delivery dates will be varies based on the products you purchased. Please be patience for your order status to be updated. If your order status has not been changed for a while, that's normal. We are stilling in processing your order. Note: Processing of orders is usually performed during regular business hours, Monday through Friday. [Top]

Cancel or Modify Order
In order to provide our customers with the quickest possible delivery, we ship all orders within a very small window of time after an order is placed. The request is promptly sent to our fulfillment center. Therefore, it is generally not possible to cancel or modify an order once it has been submitted. However, if your order has not yet been shipped and you need to cancel or modify it, please contact us and we will determine if it will be possible to halt the fulfillment of the order. Please note that no order may be canceled or modified once it has been shipped. In those cases, you may follow the return instructions if you decide not to keep the product after having received it.

Pricing Errors and Cancellation of Orders
TiffanyStore® reserves the right to cancel an order any time before it has been shipped and the credit card charged if one or more of the following conditions applies:

• Product pricing error: Because we offers a large array of items, a product may on occasion be listed with the incorrect price. If a product is purchased at a price that is lower than the correct price, we will, at our discretion, contact you for instructions prior to shipping the order or notify you of the outright cancellation of the order. In the event that the correct price should be lower than the correct price, we will adjust your charge and give you the lower price.
• Misuse or abuse of a gift certificate or coupon code, including any action prohibited by or in violation of the terms and conditions of that particular code. If you are unsure of the terms and conditions of a certain code, please contact us prior to placing an order.
• Billing information provided for the credit card does not match the information on file with the card issuing bank.
• Credit card declined by the financial institution.

PLEASE NOTE: The issuance of an order number or the receipt of a confirmation email does not serve as a guarantee that an order will be fulfilled. [Top]

Sales Tax
All United States sales tax are included in our listed prices.

Using a Coupon
Coupons may be used on standard orders. Coupons are offered by some of our affiliates. If you are visiting an affiliates webpage and find such a coupon, complete the following steps to use that coupon:

• Review the terms and conditions of the coupon. These should be clearly stated on the webpage you are visiting.
• Redeem the coupon code on the checkout web page while you're placing an order with us. [Top]

Help - Billing

Payment Options
We accept all major credit cards and PayPal™.

Secure Payment
Customer security and a safe shopping environment are our primary concerns. Whenever a customer makes a purchase on our web site, our server uses a Secure Socket Layer (SSL) to connect with the customer's computer. This protocol is the finest security available. SSL encrypts sensitive customer information and guards it from interception and misuse.

Protection of offline customer information is of paramount importance as well. All customer information, not just the sensitive information mentioned above, is restricted in our offices. Employees are granted access to personally identifiable information on a strict "need to know" basis.

TiffanyStore® employees are kept up-to-date on security and privacy practices. On a frequent basis, and as policies change, employees are notified and reminded about the importance of customer privacy and what they can do to ensure that customer information is protected.

Lastly, the servers which store personally identifiable information, especially credit card information, are located in remote secure environment, no employees can reach them. [Top]

Credit Card Declined
Occasionally an order is pending till cancelled because your credit card is declined. This can happen for several reasons:

• The credit card number or the expiry date you provided was incorrect. Please check your entries for typos.
• There were insufficient funds available on your credit card.
• Your credit card expired.
• During the transfer of funds when you were purchasing, you encountered an Internet connection problem.
• Your bank or credit card company was having technical issues.
• Our website, or the company who process credit cards was having technical issues.

If your credit card has not been authorized for any reason, normally you will receive a message such as "AVS mismatch". If you still want to proceed with ordering the items from us, please look over your credit card and personal information, provide modifications of the payment information via e-mail. If the card is still not going through after you have tried the above suggestions, your order will be cancelled. Please do not keep trying to process the same transaction as it will lock up the attempted purchase. [Top]

Note: only your bank can tell you why your card has been declined. You must contact the bank that issued the card to find out why. We are not given a reason for a charge decline for privacy reasons, we are only told that the charge has been declined. [Top]

Credit Card has been Declined and yet a Charge Shows on the Card
During the process of obtaining authorization from your bank for a charge to your credit card, we send your bank the billing address that you have provided in our shopping cart as well as the amount that you wish to charge.

• Your bank first confirms that your card has credit available for the charge. If the card has adequate credit, then your bank sends an authorization number.
• Your bank also compares the billing address of your card with the one we have sent to them that you provided in the shopping cart. If the billing addresses do not match, then your bank sends us a code identifying the type of mismatch, such as a mismatch with the street address, zip code, or the CVV code. This mismatch does not prevent your bank from authorizing the charge, but it does prevent us from actually charging your credit card.
• Your card will not be charged if there is a mismatch. This is a standard fraud-prevention measure.
• Your bank will not know that we have declined the transaction based on the mismatch. In fact, your bank will simply show the transaction as pre-approved. However, it does not mean that any money will be removed from your account. It just means that the charge has been pre-approved. Since no money will be removed, the pre-approval will disappear in 5-7 days and your charge will disappear. As a result, your available credit will return to what it was before the pre-approval.
• When your card is declined due to a problem with the billing address, normally you will receive a message such as "AVS mismatch."
• If you have a message such as "Address Info not available for Cardholder," this usually means your bank's databases were not available at that particular moment to check address verification. If this is the case, then your bank cannot verify the billing address and the transaction is declined even if your bank approves it. This is more common with banks outside of the USA.

Help - Privacy

TiffanyStore® ("we" or "us") operates this web site. We recognize that you care how information about you is used and shared. We have created this Privacy Policy to inform you of our information collection, use and sharing practices for this web site.

Please be advised that the practices described in this Privacy Policy apply only to information gathered through this web site and, where applicable, through our Customer Service Department in connection with this web site, and do not necessarily reflect our practices with respect to information gathered through other web sites that we operate or through other off-line means.

What Information About Me Is Collected and Stored?
We collect and store information that you enter into this web site or that you provide to our Customer Service Department. For example, when you open an account or place an order, we collect and store some or all of the following information that you provide: name, billing address, shipping address, e-mail address, telephone number, credit card number and expiration date. This information is used to provide the products and services that you have ordered or requested, to process and ship orders, to send order and shipping confirmations and to provide customer service. This information also may be used to contact you about sales, special offers and new site features, unless you have optioned not to receive promotional communications in connection with this web site. [Top]

We collect and store certain other information automatically whenever you interact with this web site. For example, we collect your IP address, browser information and reference site domain name every time you visit this web site. We also collect information regarding customer traffic patterns and site usage. This information is used to analyze and improve this web site and to provide our customers with a fulfilling shopping experience.

Also, like many web sites, we use "cookies", which are files stored on your computer's hard drive by your browser. Cookies help us to identify account holders and to optimize their shopping experience. Cookies also allow us to hold selections in a shopping cart when a user leaves this web site without checking out. Most browsers accept cookies automatically but allow you to disable them. We recommend that you leave cookies "turned on" so that we can offer you a better shopping experience on this web site.

We also may collect and store information about you that we receive from other sources, to enable us to update and correct the information contained in our database and to provide product recommendations and special offers that we think will interest you. [Top]

Is Information Collected From Children?
We do not sell or ship any items ordered through this Web site directly to anyone who we know to be under the age of 18, nor do we collect any personal information from anyone who we know to be under the age of 18. If you are under the age of 18, you should use this web site only with the involvement of a parent or guardian and should not submit any personal information to us.

With Whom Do You Share Information?
We do not share with others any personal information that you provide to us through this web site or through our Customer Service Department, except with your consent or as described in this Privacy Policy.

We engage third parties to perform services in connection with the operation of our business. Examples of these services include payment processing and authorization, fraud protection and credit risk reduction, product customization, order fulfillment and shipping, marketing and promotional material distribution, web site evaluation, data analysis and, where applicable, data cleansing. We provide personal information to these third parties, but we authorize them to use this information only in connection with the services they perform.

We also may offer you the opportunity to purchase products and services provided by third parties, such as magazine subscriptions and extended warranty plans. If you purchase any of these products or services, we will provide your personal information to the third parties that provide them, but we authorize these third parties to use this information only in connection with the products and services they provide.

We may release personal information if we believe in good faith that: the law or legal process requires it; we have received a valid administrative request from a law enforcement agency; or such release is necessary to protect the rights, property or safety of TiffanyStore® or any of our affiliates, business partners, customers or others.

We may share non-personal information with our marketing partners, advertisers and others from time to time. Examples of such non-personal information include the number of users who visited this web site during a specific time period or purchased a specific product through this web site. This information generally is shared in an aggregated form.

As with any business, it is possible that as our business develops, we might sell or buy online stores or other assets. In such transactions, information about customers often is among the transferred assets. Accordingly, in the unlikely event that TiffanyStore® or substantially all of our assets are acquired by a third party, such information may be one of the transferred assets (unless the information was collected under a previous Privacy Policy that did not permit such disclosure). Under such circumstances, we would to the extent possible require the acquiring party to follow the practices described in this Privacy Policy. [Top]

What Steps Are Taken To Keep Personal Information Secure?
We use various security measures, including Secure Socket Layer (SSL) encryption technology, to protect personal information that we collect. If you place an order through this web site, you will be asked to set up an account and provide an e-mail address and password. You must provide an appropriate e-mail address and password in order to access account information. In order to help protect your personal information further, you should be careful about providing your password to others. If you wish to cancel a password, or if you become aware of any loss, theft or unauthorized use of a password, please contact our Customer Service Department by e-mail.

How Can I Access, Correct and Update Personal Information?
You can access, correct and update certain personal information that you have provided to us by clicking on "My Account" within the Navigation Bar area of this web site.

Can I Indicate Whether or Not I Want To Receive Promotional Communications?
There are several ways in which you can tell us whether or not you want to receive promotional communications from us. When you set up an account, or click on "My Account" within the Help Desk area, or place an order, you will have an opportunity to make or change your selections in this regard. You also will have an opportunity to change these selections by clicking on an "unsubscribe" hyperlink contained in promotional e-mails we send you. [Top]

What Happens When I Link To or From Another Web Site?
This web site may contain links to web sites operated by third parties. Please be advised that the practices described in this Privacy Policy do not apply to information gathered through these other web sites. We encourage you to be aware of when you leave this web site and to read the privacy policies of each and every web site that you visit.

If you have accessed this web site through a link from certain of our advertising or marketing partners, this web site may include a frame of the applicable advertising or marketing partner. Nevertheless, the information you provide to us through these framed web pages is collected by us, and our use of this information is governed by this Privacy Policy.

What About Contests and Sweepstakes?
When we run a contest or sweepstakes relating to this web site, it will be accompanied by a set of rules. The rules for each contest/sweepstakes will specify how the information gathered from you for entry will be used and disclosed.

How Will I Be Informed About Changes Regarding This Privacy Policy?
If we make any material changes to this Privacy Policy, we will post a notice on this web site notifying users of the changes. In some cases, we also may send an e-mail notifying users of the changes. You should check this web site periodically to see if any recent changes to this Privacy Policy have occurred. [Top]