FAQs

Where are Timeless Pearl orders shipped from?

All orders are shipped from our California location in the United States. 

Can I return items purchased online to your office?

Yes, you can return them to 169 11th St, San Francisco, CA 94103. For jewelry with $100+ value please send us an email (support@timelesspearl.com) and we will email you a prepaid shipping label with shipping insurance included.

Can I change or cancel my order?

All orders are shipped within 24-48 hours. If you have not received your tracking number then there is a chance our fulfillment team can likely cancel or change the order. We ask that all cancellations be made within 1 hour, however, we cannot guarantee the cancelation will be made. We ask that you please ensure your order is correct prior to placing.

Can I combine discounts?

As much as we'd love to, we simply cannot afford to allow combined discounts, sorry! Limit 1 discount per order, so please choose wisely!

Do discounts apply to sale items?

Sometimes! Each discount and promo is different so please read all the conditions of the promo!

There's a sale running now, but I purchased a few days before the sale. Can I still get a discount on my old order?

Unfortunately, we do not apply discounts to past orders outside of our promo period, however, you can still use the promo period to get a great deal on another item!

How do I care for my Timeless Pearl jewelry?

Let’s make sure your new jewelry pieces last a long time! We put together a whole page dedicated to helping you take care of your new items. Please visit our Material & Care page for more information. 

Can I get my necklace repaired if it breaks?

Absolutely! Please send us an email at support@timelesspearl.com and one of our reps will be able to assist you. There may be a shipping as well as a repair fee. 

Where is my order?

Most Timeless Pearl orders ship within 48 hours. Once your order is shipped, you’ll receive a tracking number via email or text so you can keep an eye on its activity while it makes its way to you. For more information on shipping, please visit our Shipping Info page. 

What does the “Ships on” date mean?

This date refers to when the product will more than likely ship from our facility. It does not refer to when the product will be delivered. During holidays and busy seasons, please understand our staff is working around the clock to ship your items as soon as possible. When ordering more than one item, if the shipping dates are more than 1 week apart, your order may be split if shipping to the USA. International orders are not split.

Please Note: based on the volume and capacity, some orders may be processed earlier than the date shown on our website.

What happens if I refuse my shipment?

Should you choose to refuse the delivery of your order to avoid duties and taxes or if you change your mind, you will be responsible for the return shipping fee. Keep in mind that this amount is dependent on your country. If you want to make any adjustments to your address, please be sure to reach out to us before your order is shipped, ideally within 24 hours before your order is placed.

Is signature needed and can you ship to a PO Box, APO or FPO address?

All shipments do not include a signature, however, for an additional fee we can include this in your shipment. 

All orders that require a signature upon delivery cannot be shipped to PO Boxes, APO or FPO addresses.

How long will it take for my order to ship?

The shipping and processing times depend on the items you're ordering. The status of each product (backordered, made to order or in stock) is indicated on each individual product page, as well as the estimated shipping date.

What does Backordered mean?

When items are on backorders it means we don’t currently have it on hand, but it’s coming soon! You can still purchase backorder items to ensure you are first in line to receive them when they are back in stock. A Timeless Pearl team member will also reach out and notify you of any delays in shipment due to backorders. Don’t worry, most backordered items take 3-5 days to be ready for shipment.

What if my product is made to order?

Our jewelers need some time to craft the piece to perfection for you. This can take a bit more time to receive this type of product so we ask that you please wait patiently for your items.  

In stock: it’s in our shop and ready for a new home! Shipping times are usually within 3-5 business days from the purchase date, except for peak seasons like the holidays.

If you're ordering multiple pieces and the status and shipping date of each are different, the order may be split in two or it may ship on the latest date.

Use this rule to determine your shipping date: if the difference between the dates is more than 8 business days, the order will be split in two. If the difference is less than 8 business days, it will be shipped together once all items are available. Please note, only orders shipping within the US or Canada are eligible for split shipments.

Will I be charged duties and taxes?

United States: duties are included in the shipping fee at checkout. Taxes are also applied at checkout according to the state of the shipping address.

Canada: duties and taxes are calculated and paid at checkout for Canada customers and there are no additional charges upon delivery.

Other international shipments: there may be duties and taxes incurred on your shipment that you the customer will be responsible for. Please note that Timeless Pearl does not have any control over these fees and we cannot advise as to what the costs will be, as they vary by country. For more information, please contact your local customs office. Keep in mind that we’re not able to reimburse you for duties and taxes paid upon delivery.

If a package is refused at customs due to non-payment of duties and taxes then it will be returned to our facility. You will be responsible for the shipping fee to send it back to your destination in this instance as we have already shipped the item once.
How much is shipping?

All shipping fees are charged based on the subtotal before taxes and discounts on the checkout page.

US & Canada
Orders over $50: Shipping is on us :)
Orders below $50: Shipping rate will be dependent on your address and shipping type chosen

International
Shipping rate will be dependent on your address and shipping type chosen (please note, as stated above, shipping fees do NOT include duties and taxes)

How is my order shipped?
We use USPS for US and Local Post for international orders as well as DHL/FedEx/Canada Post for those being delivered within Canada. The estimated shipping timelines are listed below and does not account for any unforeseen delays on the courier's end. Please keep in mind depending on the postal code, express shipping option may not be available.

US
Standard Shipping: 2-5 business days.
Expedited Shipping: 2 business days from the dispatch date.

Canada
Standard Shipping: 2-7 business days depending on customs, which is not within our control.

International
Your order will be shipped via your local post and delivered between 4-11 business days from the dispatch date. This can be effected depending on customs, which is not within our control.

**Once a package has left our facility, Timeless Pearl will no longer be responsible for the package. We cannot control customs clearance, lost or stolen packages, and/or delayed “out for delivery” times. Please contact the provided shipping company to assist with these issues as our team cannot.**

When will I be charged for backorder and/or made-to-order items?

Your credit card/PayPal account will be charged at the time of the order is placed. This will ensure that you are first in line and your order is placed in the queue to be fulfilled and shipped as soon as they are available for their new home!

What does “Only 2 left” mean?

Don’t worry, this doesn’t (always) mean that this piece will be gone forever. All of our unique pieces are produced in batches so this is to let you know that there are only a few left in this batch. Once it runs out, you’ll still be able to purchase that item, it just means there will be a longer processing time until your order is shipped.

Can I ship to multiple addresses?

We do not currently allow orders to be shipped to more than 1 address. To do so, we ask that you please place these orders separately to the respective addresses.

What do I do if my package was not delivered?

Please contact the carrier for further information. Timeless Pearl is not responsible for lost or stolen packages as we do not have control over the package once it has left our facility. We do offer, for an additional charge, the option to have a signature release of the package to ensure the item arrives safely to its new home. We suggest using this option. 

 

If you have any other questions, feel free to send us an email at support@timelesspearl.com and one of our reps will be able to assist you. 

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