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General Questions | Custom Gold Jewelry Questions | Return Policy | Shipping

1) What is your product guarantee?
2) Why didn't I receive an order confirmation or shipping notification?
3) How do I use Reward Points?
4) I have store credit, how do I use it?
5) Are your plugs sold in pairs?
6) How can I use a Coupon?
7) What are your business hours?
8) Why did I get a 'Fraud Alert' message at checkout?
9) What payment methods do you accept?
10) How do I check the status of my order?
11) What does In Production mean in my order status?
12) One of my items is on backorder. What's going on?
13) I need to update my shipping address, what do I do?
14) Is jewelry nickel free?
15) Can I change or cancel my order?
16) Why does my order show as "On Hold"? What does this mean?

Q: What is your product guarantee?

Our goal at is that you are happy with your purchase! If you find ANY issue with your product, even if its just not what you expected we will gladly exchange it for a different product or give you store credit. Please note, all our products arrive in tamper proof sealed packaging. We cannot accept returns of jewelry that has been opened from the original tamper-proof packaging for obvious hygiene reasons. Please carefully inspect the item inside the sealed clear packaging before you open it.

We guarantee that our products will arrive in brand new condition, free from damage due to shipping or manufacturers defects. In the rare instance that an item is damaged or defective please contact us within 30 days of delivery so we can help you resolve the issue.

Q: Why didn't I receive an order confirmation or shipping notification?

If you are not getting our email notifications, first check your spam folder. If you still can't find our emails:

1. Make sure your email notifications are not turned off in your settings
2. Search your inbox for
3. Add to your address book

Q: How do I use Reward Points?

In order to find out how much you have available in reward points simply log into your account and click on My Account. Click on Reward Points on the left side of the page. After you add your selected items to your cart and proceed to checkout you will be able to apply your reward points to the items you have selected. You will still need to enter your credit card information even if your store credit is enough to cover the items purchased as reward points do not cover shipping costs. Reward points expire 365 days after they are activated.

Q: I have store credit, how do I use it?

You should have received an automated email with your store credit redemption code but it can also be retrieved through your account. On the left side of your "my account" page, there is Gift Certificates; available store credit will appear here with the redemption code. Enter the code at checkout in the box labeled "Coupon or Gift Certificate Code."

Q: Are your plugs sold in pairs?

Depending on our suppliers we sometimes sell items as single items, and sometimes as pairs. Look for the instructions on the item page to know whether to buy 2 plugs or 1 pair:

If the item is sold as singles, we have changed the default add to cart quantity from 1 to 2, prompting you to add quantity 2 to shopping cart to order a pair.

Q: How do I use a coupon?

We regularly send out coupon codes with our newsletter and occasionally post special coupon codes on our home page. In order to apply a coupon code to your order, simply enter the coupon code in the box marked Coupon or Gift Certificate on the last page of the checkout process right under your billing and shipping info. Click Apply Code to apply the coupon to the items ordered.

Please note that exclusions do apply for most of our coupon codes. They may not apply to some gold and platinum jewelry and some brand name items including Ed Hardy, Stackable Expressions, Chisel, Gorilla Glass, Urban Star, Diablo Organics. Codes also cannot be applied to sale and clearance items.

Q: What are your business hours?

Our regular business hours are Monday through Friday 9:00 am until 5:00 pm Eastern Standard Time. We are closed on all major holidays.

You may e-mail us anytime at One of our Customer Relations Representatives will reply to your inquiry within 1-2 business days.

Q: Why did I get a Fraud Alert message at checkout?

If you have received an error message regarding fraud this is due to our AVS (address verification system). As stated when entering your billing information this must match up exactly with your credit card billing information. You may encounter pending charges for any failed order attempts. Rest assured that these charges are pending and will not post to your account. If you have problems with your transaction and need assistance please call us at 800-420-7002.

Q: What payment methods do you accept?

We accept Visa, MasterCard, American Express, Discover and PayPal.
We do not accept COD, checks or money orders.

Q: How do I check the status of my order?

Log in to your account and click on My Account. Click on View My Orders on the left side of the page. It will show your entire order history, as well as give you an option to return your items.

Q: What does "In Production" mean in my order status?

The "In Production" status refers to gold orders produced by our in house jewelers, or special order items that are not stocked at our FreshTrends warehouse. If you need an update on the status of your "In Production" order, please call 1-800-420-7002 or e-mail Please note that the production time of special order items is stated on the product page in the details section of the page.

Q: One of my items is on backorder. What's going on?

We do our very best to ensure that all items listed as in stock are ready to ship within 1-2 business days. From time to time, there is a system error that allows an item to ship even though it is out of stock at the time. If an item you ordered is backordered you will be notified by e-mail. You may reply to that e-mail requesting to cancel the backordered item and choose an alternate item. If you prefer we can either credit your account or your original method of payment.

Q: I need to update my shipping address, what do I do?

Log in to your account and click on My Account. Click on Manage Addresses on the left side of the page.

If for some reason you need to change the shipping address for an order already in production, please contact Customer Service immediately. You can reach us at 800-420-7002 Monday through Friday from 9am until 5pm or e-mail us anytime at

Addresses for orders processed via PayPal cannot be adjusted once the order is submitted due to PayPal policy.

If your order has already shipped and is returned to sender due to an error in the shipping address we will contact you as soon as your order has returned to our facility. There will be a $2.99 reshipping fee for domestic packages and a $4.99 reshipping fee for international packages if the address was entered incorrectly at checkout or if you are not registered to the address provided.

Q: I'm not sure what size to get for my piercing. What are the standard sizes used for each piercing?

These are the standard sizes used for each piercing in body jewelry. Please note that we cannot guarantee that this is the size used for YOUR piercing. These are the standard gauges and lengths used by professional piercers. Everyone's body is different, and sometimes piercers will use different lengths and gauges depending on your body.

Standard Gauge
Standard Length
Belly / Navel Ring
Nose Piercing
20G and 18G


Tongue Piercing
Cartilage Piercing
1/4" and 5/16"
Eyebrow Piercing
16G (14G is also commonly used)
5/16" and 3/8"
Industrial Barbell
1 1/2"
Labret Lip Rings
14G (16G is also commonly used)

5/16", 3/8", or 7/16"

Monroe Piercing

5/16" or 3/8"

Nipple Piercing
Tragus / Helix / Rook / Conch
3/8", 7/16", 1/2", and 5/8"
Ear 20G and 18G  

Body Jewelry Gauge Chart
22G .025" 0.64mm
20G .032" 0.81mm

Body Jewelry
Length & Diameter Chart
Inches Millimeters
1/4" 6.4
5/16" 7.9
3/8" 9.5
7/16" 11
1/2" 13
9/16" 14.3
5/8" 16
3/4" 19
7/8" 22
15/16" 23.8
1" 25.4
1 1/2" 38

Q: Is jewelry nickel free?

All our items are nickel-free, ideal for body piercings. Our surgical grade stainless steel is either 316LVM or 316L class; both materials are approved by the Association of Professional Piercers for use in body piercings. We use nickel-free 14K Gold for our gold body jewelry, which is great for people with sensitive skin. Our bioplast body jewelry is dental grade and is great for new piercings since it is comfortable, flexible and hypo allergenic. We also carry a line of Anodized 6AL4V-ELi Titanium body jewelry, also ideal for body piercings.

Q: Can I change or cancel my order?

If you need to change or cancel an order please contact us immediately for your options. Customer Relations Representatives are available Monday through Friday from 9am until 5pm EST at 800-420-7002 or you may e-mail us anytime at

Q: My order shows as "On Hold". What does this mean?

If you see that your order is "on_hold" please do not be alarmed. The order is generally on hold as part of our internal processes, and will not affect the processing speed of your order. If you order is on hold due to a reason related to delivery, you will be contacted via e-mail or phone.