SHIPPING FREQUENTLY ASKED QUESTIONS
ABOUT OUR JEWELRY:
Our jewelry is handmade to order, and due to the organic qualities of gemstones, pearls, and hammered wire, there might be slight variations from piece to piece. This is a great thing about handmade - each one is unique! The photo is an accurate representation of what you will receive. Also, keep in mind, not all colors appear the same on all computer monitors.
Items are usually shipped within 2-4 business days. Occasionally, turnaround will be extended for various reasons. If this is the case, we will contact you immediately if there is a delay on your order. If you need it asap, please contact us to see if we can accommodate your request.
Orders are shipped from Nashville, TN. Upon shipment, you will receive an email with a delivery confirmation number.
Shipping Pricing Estimate:
FREE SHIPPING on US orders over $50!
Shipping rates are based on order weight, distance & insurance and calculated behind the digital curtain, aka our shipping software. Quite often, we pay more than you are quoted! Here are the usual costs:
Flat Rate on all orders under $50
$5.00 for best way, transit times vary
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USPS Ground Advantage (2-10 day transit after shipment)
$3.75 - $5.15
Priority Mail USPS (2-5 day transit after shipment)
$7.75 - $9.45
UPS Ground (1-6 days in transit)
$8.00 - $20.00
Delayed or Lost Packages
With hundreds of thousands of packages going across the country daily, mis-deliveries happen, and we know it’s a bummer. Please be aware, when tracking a package, we can only see the same information you can see.
If your package was marked as "delivered" and you do not have it, please follow the steps below:
TIPS TO LOCATE A WAYWARD PACKAGE:
- Did you know you can take your tracking number to your local post office and request the GPS coordinates of where it was delivered? This is the best way to find out exactly where your package was delivered. Always go to your local post office instead of the general hotline – they will be more able to assist you.
- Sometimes the post office will mark an item delivered, but it hasn’t been delivered yet. It may take another 1-2 business days to actually be delivered to you.
- Check in with your neighbors! Maybe it was delivered across the street by mistake – you never know! Also check in with people in your household. Maybe they grabbed the mail and forgot to tell you. (this happens a lot!)
- Submit a service request with the USPS: https://emailus.usps.com/s/package-inquiry?
- Or file a claim with UPS: https://www.ups.com/us/en/support/file-a-claim.page
- If you need additional information on a package “stuck” in transit, your best course of action is to contact the carrier.
We are not responsible for replacing orders that are scanned by the Post Office as “Delivered.” We will do everything we can to assist with locating your package.
Still no luck? Reach out to us and we can file a missing mail inquiry with USPS after the package has been missing for 7 business days. (Their rules, not ours!)
After an investigation, any compensation, if deemed applicable, will be issued in the form of a store credit. We will file an insurance claim and the claim must be verified (a quick form to fill out) by you prior to store credit being issued.
PACKAGES RETURNED TO US DUE TO AN INCOMPLETE OR INVALID ADDRESS:
If the address given to us is incorrect and the package is returned to us, we’ll contact you. Packages can take several weeks to make it back to us, so doublecheck your address. Customers are responsible for the cost of a new shipping label.
What is your return & exchange policy?
- If you need to return or exchange your purchase, we are happy to help! Returns of eligible items may be made within 15 days from the date that the item is received (with an extended grace period around holidays) for a full refund, minus any shipping charges. Shipping back to us is free. Bath & Body, Candles, Sale, and Puzzles are not returnable.
- Exchanges may be made within 30 days of receipt of order and shipping both ways is free.
- Please contact us and we will be happy to set up your return, including the free prepaid shipping label.
- If you've purchased Freshie & Zero jewelry from one of our retailers and you need to make a return or exchange, please contact that retailer directly. We cannot accept returns or exchanges from another retailer.
Do you offer local pickup? Can I come to your studio and shop?
Yes! Our Nashville studio is set up for production, but we have opened a retail shop right next door! Please visit us from 10-5:30 Monday-Friday and 10-5 on Saturdays at our new East Nashville store! If you want something specific, it is best to order it beforehand and select In Store Pickup so we will be sure to have it on hand for you.
Do you gift wrap? Can I include a gift message?
We can gift wrap items in your order for a small gift wrap fee (you may add this to your order from your shopping cart or view gift wrap here). If you only need 1 item gift wrapped but you have multiple items in your cart, you may place a separate order for the gift item, or you may contact us with instructions and we will refund the extra gift wrap charges. We are limited with behind-the-scenes tech on this one - apologies! All gift orders will be shipped with a gift receipt (no prices), and if you have a gift note, it is printed on the gift receipt.