Moissanite.com Customer Care
It's always easy to contact Moissanite.com! You can call, chat, or email us at any time with any product or order-related questions! We typically respond within one business day to emails and requests made outside of our standard customer service hours (Monday-Friday 9:00 AM - 6:00 PM EST). 2015 Customer Service Holiday Hours
2015 Customer Service Extended Holiday Hours
- Thanksgiving- November 26th - Closed
- November 27th Friday - 9am-9pm
- November 28th Saturday - 9am-6pm
- November 29th Sunday - 9am-6pm
- November 30th Monday - 9am-9pm
- December 5th Saturday - 9am-6pm
- December 6th Sunday - 9am-6pm
- December 12th Saturday - 9am-6pm
- December 13th Sunday - 9am-6pm
- December 18th Friday - 9am-9pm
- December 19th Saturday - 9am-9pm
- December 20th Sunday - 9am-9pm
- December 21st Monday - 9am-9pm
- December 22nd Tuesday - 9am-9pm
- December 23rd Wednesday - 9am-9pm
- December 24th Thursday - 9am-3pm
- Christmas- December 25th - Closed
- New Years Day- January 1st- Closed
Product Availability and Pricing
Pricing, availability and features of the Charles & Colvard® products featured on this Site are subject to change without notice. While we make every attempt to avoid errors in pricing and product information, some information (including prices) may be inaccurately displayed on the Site due to system or typographical errors. We reserve the right to correct any and all errors in pricing or product information when they occur, and we do not honor inaccurate or erroneous prices. If a product’s listed price is lower than its actual price, we will, at our discretion, either contact you for instructions before shipping the product or cancel the order and notify you of such cancellation. If the order has been shipped, you agree to either return the product (at your own expense) or pay the difference between the actual and charged prices.
Sales tax is applied in accordance with individual state regulations. Appropriate sales tax charges will appear on the order page during checkout.
Most items are shipped within 5-10 business days.
Separate charges for shipping and handling will be shown on the order page during checkout. Please note that we do not ship to hotels or Post Office boxes. We require a signature upon delivery of all shipments. All items purchased from the Site are made pursuant to a shipment contract. This means that the risk of loss and title to such items pass to you upon our delivery to the carrier.
Moissanite.com is not responsible for shipping delays caused by inclement weather, email or computer malfunctions or any other causes beyond our control.
International Shipping (Outside of the USA)
Moissanite.com has partnered with a trusted third-party company, GlobalShopex.com to fulfill orders for our international customers. Simply put any items you wish to purchase in your shopping cart and choose the "international checkout" option. The items will automatically be transferred to the GlobalShopex cart. You may pay with international credit cards, PayPal and bank wire transfers. GlobalShopex will process your payment and guarantee delivery. Once your order is completed, all inquiries should be directed to GlobalShopex at firstname.lastname@example.org or (786) 314-7144.
Returns (Within the USA)
30 Day Return Policy on ALL items purchased from Moissanite.com.
NO Restocking Fees on ANY items purchased from Moissanite.com.
If in the unlikely event you are dissatisfied with your purchase, you may return the item in its original, unused condition within thirty (30) days of purchase for a full refund. All returned items must include the original packaging and documentation, and show no signs of wear or abuse; otherwise, the return will be refused. Refunds are made for product purchase price only, excluding shipping and handling costs.
All returns require a return authorization number.
Please contact Customer Service at (877) 202-5467 to obtain your personal return authorization number.
You may use the return shipping method of your choice, at your own expense. We strongly recommend that you use a carrier that offers shipment tracking for all returns and either insure your package for safe return or declare the full value of the shipment so that you are protected if the shipment is lost or damaged in transit. You are solely responsible for any loss or damage to the product during shipping. Upon receipt of a returned product, we may take up to fourteen (14) business days to process your return.
Returns (International Sales)
All International sales are final. All inquiries should be directed to GlobalShopex at email@example.com or (786) 314-7144.
Looking for a great gift and can't decide what to buy? Let them decide and choose an online E-Gift Card!
Online E-Gift cards are redeemable online only at www.moissanite.com and cannot be used at any physical retail stores.
After You Purchase an Online Gift Certificate:
We'll send the recipient an e-mail with all of the information needed to use the gift certificate at www.moissanite.com. A confirmation email will be sent to you.
Redeeming an online gift certificate is easy. Follow these simple
Please note: Online gift certificates can be redeemed only at www.moissanite.com
Shop www.moissanite.com and select items you wish to purchase.
Proceed through the checkout.
Enter your gift certificate code (codes are case sensitive) on the Payment page.
If you have any questions or concerns while attempting to redeem your online gift certificate, call Customer Service at (877) 202-5467
Rules and Regulations for Online Gift Certificates:
You cannot purchase an online gift certificate with another online gift certificate.
Online gift certificates are non-transferable and non-refundable and are not redeemable for cash.
We cannot replace lost or stolen online gift certificates.
We do not charge sales tax on the purchase of online gift certificates; however, items paid for with an online gift certificate will be charged applicable sales tax.
Gift cards have no expiration date or dormancy fees associated with them. They never expire and have no hidden fees.
If you have any additional questions, call Customer Service at (877) 202-5467.