Frequently Asked Questions FAQ | FreshTrends

FAQ

FREQUENTLY ASKED QUESTIONS

General Questions | Custom Gold Jewelry Request | 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 FreshTrends' jewelry nickel free?
15) Can I change or cancel my order?
16) Why does my order show as "on hold"? What does this mean?
17) Do you charge sales tax?

Questions about My Item:

1) I ordered the wrong size. What do I do?
2) Can I cancel a custom gold/platinum item while it is being produced?
3) What happens if I have a threading issue with my custom gold item?
4) What happens if a stone comes loose in my custom gold item?


 

Q: What is your product guarantee?

Our goal at FreshTrends is that you are happy with your purchase. If you find ANY issue with your product, even if it's just not what you expected, we will gladly exchange it for a different product or give you store credit. Please note that all our products arrive in tamper-proof sealed packaging. We cannot accept returns on jewelry that has been opened from the original tamper-proof packaging for 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 that 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 that your email notifications are not turned off in your settings. 
2. Search your inbox for support@freshtrends.com.
3. Add support@freshtrends.com 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 FreshTrends 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 since 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, you'll see a link labelled 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?

Our gold plugs are sold as a single unit.


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 some exclusions may apply not apply to some gold, silver, platinum jewelry and some brand name 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 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). When entering your billing information, it 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 (561) 282-6792.


Q: What payment methods do you accept?

We accept Visa, MasterCard, American Express, Discover, and PayPal. We also conveniently offer Amazon checkout.

We do not accept COD, checks or money orders.


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

Log in to your FreshTrends.com account and click on My Account. Click on Order History 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 (561) 282-6790 or contact us. 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 FreshTrends account or your original method of payment.


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

Log in to your FreshTrends account and click on My Account. Click on Manage Addresses on the right 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 (561) 282-6790 Monday through Friday from 9:00 am until 5:00 pm or e-mail us any time. 

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 $4.99 reshipping fee for domestic packages and a $9.99 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. 

Check our our full Body Jewelry & Piercing Size Help page.

Piercing
Standard Gauge
Standard Length
Belly / Navel Ring
14G
3/8" and 7/16"
Nose Piercing
20G and 18G

1/4" and 5/16"

Tongue Piercing
14G
5/8"
Cartilage Piercing
16G and 18G
3/16" (short), 1/4" and 5/16"
Eyebrow Piercing
16G (14G is also commonly used)
1/4" (short), 5/16" and 3/8"
Industrial Barbell
14G (16G is sometimes be used)
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
3/16" (short), 1/4, 5/16" (standard)
Septum
14G and 16G
3/8", 7/16", 1/2", and 5/8"
Ear 20G 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
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 FreshTrends' jewelry nickel free?

We use nickel-free 14k gold for our gold body jewelry, which is great for people with sensitive skin since the majority of metal-related skin issues come from sensitivities to nickel. For more information about the quality of our precious metals please read our Certificate of Assay.


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 during regular business hours: Monday - Friday from 9am until 5pm EST (except holidays). Please call (561) 282-6790 or contact us.


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 it 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.


 Q: Do you charge sales tax?

We only charge sales tax if you are shipping to an address anywhere in the state of Florida.


Q: I ordered the wrong size. What do I do?

We understand that mistakes happen and we are here to help. There is a $20 resizing fee (plus shipping to and from). We can only make items shorter in length; we cannot make them longer or change the gauge size. If you need to make an item longer or a different gauge, that would require the purchase of a whole new piece.

We reserve the right to increase (or decrease) the resizing fee based on the difficulty of the piece. We will always call or email for authorization prior to charging additional fees related to your order.


Q: Can I cancel a custom gold/platinum item while it is "in production"?

Gold/platinum items can only be cancelled for store credit up to 3 days after the order has been received. After this time period, your item will go into the beginning production stages and, unfortunately, cannot be cancelled.

On rare occasions, due to high demand, the production of a custom gold/platinum item may take longer than projected. If the production of your item is running late, and you wish to cancel your order, we will issue full store credit.


Q: What happens if I have a threading issue or defect with my custom gold item?

We stand behind all of our gold/platinum items 14 days from delivery date. Should you encounter a defect or threading issue within 14 days of receipt we will repair as a courtesy.

IMPORTANT: Do not over tighten ball and charms.  When tightening your gold/platinum items it is important not to over tighten. This is a very common error since you do not want to take the risk of losing your item. Please only tighten until snug. Over tightening will compromise your threading and cause the threading to strip. If you encounter a defect or a threading issue and you have had your item longer than 14 days from delivery date we are still here to help. We will repair and reship your item for $13.99.


Q: What happens if a stone comes loose in my custom gold item?

All of our stones are set by our master jeweler, and you should not encounter any issues with proper use and care. If your stone does happen to fall out within 14 days from delivery date, we will reset your stone as a courtesy. 

If you have had your item for more than 14 days and your stone falls out, it must be returned for inspection by our jeweler. A quote for repair will be provided upon the jeweler's inspection. If you are returning the stone along with the item to be reset, your fees will be lower.