Shipping & Return Policy

Full shipping details are also published at /policies/shipping-policy. Returns follow our refund policy.

Shipping Policy

Approximate weight and content

With each diamond purchase, the carat weight and gold karat content will be provided in writing.

Custom gift wrapping

All merchandise is shipped in a custom Carroll’s gift box. Gift wrapping is available at our customers’ request. We will customize your gift wrapping for any occasion or event with our customer providing us with reasonable notice.

Lifetime diamond trade-up privileges

• Every gemstone purchased from Carroll’s Jewelers comes with a lifetime trade-up
• An undamaged gemstone can be upgraded at any time towards another gemstone of equal or greater value. (the new gemstone needs to be at least $1.00 more than the original diamond)
• Original paperwork must accompany returned gemstone.
• The original gemstone must not be damaged.

Gemstone Upgrade

We will accept a gemstone in any condition or quality. Even if the gemstone is cracked and has a million tiny scratches, we can restore it to like-new condition.

We will gladly apply the original online purchase price of your diamond jewelry toward your next diamond purchase. Your new online purchase must be at least twice the price paid for your original jewelry, and you must have a valid sales receipt.

Unlimited cleanings and inspections (for diamonds & precious gems)

Unlimited cleanings and inspections (for diamonds & precious gems) with purchase of warranty. As long as you own your diamond or precious gemstone jewelry, you may have it inspected and cleaned free of charge as often as you like under warranty.

 

RETURNS & EXCHANGES

• 10-15% restocking fee
• 90 day exchange from the date of purchase, meaning you can come in and exchange your item for anything of equal or greater value of the original purchased items.
• A customer may choose to exchange any item they purchase. We will cover any restocking fees when an item exchanged is of greater value than the original.

Refunds will be made in the same manner in which payment was made at the time of purchase.  Refunds for items originally purchased with a check or cash over $100 will be made by check issued from our corporate office within 21 days of the return.  Items charged will be credited to the same account to which the purchase was charged.

Online refunds will be made in the same manner in which payment was made at the time of purchase. Items charged to a credit or debit card will be credited to the same account to which the purchase was charged. Be advised that credit companies may take up to 4-6 weeks to process a chargeback.

All returns must be accompanied by the original sales receipt.

 

All exchanges must be accompanied by the original sales receipt.

How To Receive A Web Refund Or Exchange

Please utilize the Free Return Shipping label included in your original order, ship your exchange, or return to us FREE of charge. All exchanges will be returned to the original shipping address on file unless specified.

If you do not have a Free Return Shipping label, please contact customer service at services@carrollsjewelers.com so that one may be sent to you. Please print this label and apply it to your return parcel after placing items back in the original packaging. All returns or exchanges must be accompanied by the original sales receipt or other approved identifying method. Please note the tracking number on the bottom of your Free Return Label; this will help you track your package to ensure proper delivery.

Return shipping is estimated at 2-3 business days. Once Returns / Exchanges are received, they will be processed. Refunds will be made in the same manner in which payment was made at the time of purchase and should be visible in your account 2-3 business days after processing. Be advised that credit companies may take up to 4-6 weeks to process a chargeback. Exchanges will be returned using Standard Shipping (2-3 days) and shipped out the same day received if stock is available.

 

CarrollsJewelers.com can ship to virtually any address in the United States and its protectorates (includes APO/FPO addresses, Puerto Rico, Guam, the U.S. Virgin Islands, and American Somoa).

To find out when you will receive an item, you need to consider the availability of the item you ordered and the shipping option you selected. Here's the equation we use:

(Availability) + (Shipping Time) = Total

Delivery Time

Orders received after 11 am are shipped the next day if the product is available and in stock. If there is a delay, we will notify you. Customized items may take longer.

Shipping Cost

This will be calculated at the time of checkout and we offer rates from UPS and USPS.  You will receive confirmation of shipping at the time of fulfilment with the tracking number. 

Refund & Return Policy

We have a 30-day return policy, which means you have 30 days after receiving your item to request a return.

To be eligible for a return, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.

To start a return, you can contact us at services@carrollsjewelers.com. If your return is accepted, we’ll send you a return shipping label, as well as instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted.

You can always contact us for any return question at services@carrollsjewelers.com.

Damages and issues
Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item so that we can evaluate the issue and make it right.

Exceptions / non-returnable items
Certain types of items cannot be returned, like perishable goods (such as food, flowers, or plants), custom products (such as special orders or personalized items), and personal care goods (such as beauty products). We also do not accept returns for hazardous materials, flammable liquids, or gases. Please get in touch if you have questions or concerns about your specific item.

Unfortunately, we cannot accept returns on sale items or gift cards.

Exchanges
The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.

Refunds
We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method. Please remember it can take some time for your bank or credit card company to process and post the refund too.