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FREQUENTLY ASKED QUESTIONS

General Questions | Custom Gold Jewelry Questions

1) I would like to return my purchase. What do I do?
2) What is your product guarantee?
3) How do I use Reward Points & Store Credit?
4) My order is over $19.99 but I am still being charged shipping. Why?
5) Are your plugs sold in pairs?
6) How do I get Free Shipping?
7) How can I use a Coupon?
8) What are your business hours?
9) Why did I get a 'Fraud Alert' message at checkout?
10) What payment methods do you accept?
11) How do I track my order?
12) How do I check the status of my order?
13) What does In Production mean in my order status?
14) What are your shipping rates?
15) One of my items is on back order. What's going on?
16) I need to update my shipping address. what do I do?
17) Is FreshTrends.com jewelry nickel free?
18) How long will it take for my jewelry to arrive after it has shipped?
19) How long will it take for my jewelry to arrive when shipping to a Military APO / FPO address?
20) Can I change or cancel my order?
21) Why does my order show as "On Hold"? What does this mean?


 

Q: I would like to return my purchase! What do I do?


All of our items are brand new and will arrive to you in tamper proof packaging. If you are not satisfied with your item we can easily arrange for an exchange or store credit. Please note that returns and exchanges are subject to additional shipping fees. Just send the sealed item back within 30 days of your delivery date.

All returns must be unused, still in their original tamper-proof sealed packaging. Please be sure to examine your item thoroughly through the clear packaging before you open it.

Products are guaranteed to be free of defects for 30 days from the date of delivery. If your item is defective send a photograph of your item to support@freshtrends.com so we can help you process the return of your opened item.

  1. Please log in to your account at FreshTrends.com then click on View My Orders link on the left in order to request a Return Merchandise Authorization Number (RMA#).  RMAs must be requested within 30 days of receiving your order. All returns require an RMA#.

  2. We will send you an RMA# via email; When you receive the email, please print the packing slip and include it in your return package.

  3. Wrap the package securely, using the box or padded mailer in which you received your order, if possible (if it is still in good condition).

  4. Mail the package back to us. Please use a tracking number when shipping the package back to us.

  5. We will process your return within 3 business days of receiving it.

If you are returning gold/platinum body jewelry that needs to be resized or repaired please allow an additional 10-14 business days.

If the item you received is damaged or incorrect, we will provide you with a prepaid return label. We currently do not offer prepaid return labels for International orders delivered outside of the United States.


Q: What is your product guarantee?

Our goal at FreshTrends.com 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: How do I use Reward Points & Store Credit?

In order to find out how much you have available in reward points/store credit simply log into your FreshTrends.com 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/store credit 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.


Q: My order is over $19.99 but I am still being charged shipping. Why?

Please note that your order total must be over $19.99 after you have applied reward points or coupons. For example, if your total is $20.01 and you use a coupon for 15% off, your total is now $17.01, therefore a shipping fee would be applied. Please make sure your total is over $19.99 AFTER coupons and reward points have been applied to receive free shipping.


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 get Free Shipping?

We offer free standard shipping (no tracking or insurance) on all domestic orders with items totaling $19.99 or higher. You MUST choose this option from the shipping drop down menu. Your item total must remain above $19.99 if using coupon codes or reward points for the free shipping to apply.

 

Please note that your order total must be over $19.99 after you have applied reward points or coupons. For example, if your total is $20.01 and you use a coupon for 15% off, your total is now $17.01, therefore a shipping fee would be applied. Please make sure your total is over $19.99 AFTER coupons and reward points have been applied to receive free shipping.

We do not offer free shipping on international orders.


Q: How do I use a coupon?

Again, we love to reward our customers! 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 Coupons & Gift Certificates on the last page of the checkout process right under your billing and shipping info. Click “Add” to apply the coupon to the items ordered.


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 support@freshtrends.com. 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 and Discover. We also accept Google Checkout and PayPal.
We do not accept COD, checks or money orders.


Q: How do I track my order?

If the shipping method that you selected at checkout includes tracking, your tracking number will be provided along with your shipping confirmation e-mail.

You can also track your order by simply logging into your FreshTrends.com account and clicking on My Account. Click on Order Tracking on the left side of the page. Enter your Order ID and Email Address and click "Submit".


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

Log in to your FreshTrends.com 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 support@freshtrends.com. Please note that the production time of special order items is stated on the product page in the details section of the page.


Q: What are your shipping rates?

Please be sure to enter your correct and complete shipping address when placing your order. Please include your complete street address, apartment number, suite #, etc. FreshTrends.com is not responsible for orders shipped to incomplete or incorrect addresses. There will be an automatic $3.99 S&H (domestic orders) or $4.99 S&H (international orders) fee to reship orders due to customer order entry error.

USA SHIPPING RATES:

Orders with items totaling $19.99 + via USPS Standard Mail (2-7 business days)
(Total must be $19.99 after coupons and/or reward points.)

$0.00

USPS Standard Mail (2-7 business days)

$2.99

USPS First Class Mail with tracking and insurance) (2-7 business days)

$3.99

USPS Priority Mail (3-4 business days)

$5.99

USPS Express Mail (1-2 business days)

$26.99

UPS Ground (2-7 business days guaranteed)

$11.99

UPS 3-Day Select (3 business days guaranteed)

$19.99

UPS 2nd Day Air (USA Customers)

$23.99

UPS Next Day Air (USA Customers)

$34.99

*PLEASE NOTE: UPS does not ship to P.O. Box, APO or FPO addresses or to some states including HI, AK, PR. Please select USPS First Class Mail or USPS Priority Mail with Delivery Confirmation.


INTERNATIONAL SHIPPING RATES:

USPS First Class Mail with Delivery Confirmation (7-14 days average delivery)

$4.99

USPS Priority Mail International (3-10 business days average delivery)

$21.99

USPS Global Express Guaranteed (1-5 business days average delivery)

$49.99

*PLEASE NOTE: International rates to Canada may vary. We do not offer free shipping on international orders. We cannot ship USPS Express or UPS to South Aftica, we can only ship priority.


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

We really 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 back ordered you will be notified by e-mail. You may reply to that e-mail requesting to cancel the back ordered item and choose an alternate item. If you prefer we can either credit your FreshTrends.com account or your original method of payment.


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

Log in to your FreshTrends.com account and click on My Account. Click on Manage Address-book 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 support@freshtrends.com.

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.

Piercing
Standard Gauge
Standard Length
Belly / Navel Ring
14G
7/16"
Nose Piercing
20G and 18G

5/16"

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

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

Monroe Piercing
16G

5/16" or 3/8"

Nipple Piercing
14G
1/2"
Tragus / Helix / Rook / Conch
16G
5/16"
Septum
14G
3/8", 7/16", 1/2", and 5/8"
Ear20G and 18G 

Body Jewelry Gauge Chart
Gauge
Inches
Millimeters
22G.025"0.64mm
20G.032"0.81mm
18G
.040"
1.0mm
16G
.050"
1.2mm
14G
.064"
1.6mm
12G
.082"
2.0mm
10G
.102"
2.5mm
8G
.125"
3.0mm
6G
.162"
4.0mm
4G
.204"
5.0mm
2G
.250"
6.0mm
0g
.312"
8.0mm
00g
.375"
10.0mm

Body Jewelry
Length & Diameter Chart
InchesMillimeters
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 FreshTrends.com 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: How long will my jewelry take to arrive after it has shipped?

USPS First Class Mail delivery time is approximately 2-7 business days once your order has shipped. USPS does not guarantee a delivery date with this method of shipment. If you need your order delivered faster we do offer upgraded shipping options.

Delivery time for International orders shipped USPS First Class Mail is approximately 7-14 business days once your order has shipped. Depending on your location and local customs your delivery time may vary. If you need your order delivered faster we do offer upgraded International shipping options.


Q: How long will my jewelry take to arrive when shipping to a Military APO / FPO Address?

All APO and FPO addresses are shipped via USPS First Class Mail or USPS Priority Mail International. Delivery times vary depending on location, but USPS's delivery times can be found by clicking here.


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 support@freshtrends.com.


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.


 

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