Cancellations and Returns | Canada
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When ordering online, we encourage you to use the "Schedule Order feature", which will allow you to make changes to your order prior to it being submitted at your cutoff time.
Once an order has been submitted on-line, by telephone or fax, you will need to contact a sales associate to determine whether your order can be changed or canceled.
We want you to be happy with everything you purchase from us. If you are not satisfied and need to return merchandise, we will give you full credit, provided you follow these procedures:
Return merchandise in its original condition and packaging; including envelopes, bags and boxes. Merchandise should be securely packaged and insured. Stuller is not responsible for returns that are damaged in transit.
Send the completed Merchandise Return Form or a copy of the original invoice with the returned items. Please include the REASON for return. Merchandise returned without this form or a copy of the invoice may be charged a service fee of $10.00, or we may return the merchandise to you at your expense.
| Product Category | Return Period from Invoice Date |
|---|---|
| Diamonds with Grading Report | 10 days |
| Notable Gems™ | 10 days |
| Finished Jewelry | 15 days |
| Tools, Supplies and Packaging, Fabricated Metals | 15 days |
| All Other Product | 30 days |
| Special Orders (Change & Create) | Non-Returnable |
| Stuller Overstock Product | Non-Returnable |
| Used Tools | Non-Returnable |
| Books, CD’S and DVD’s | Non-Returnable |
| Note: Return days are calendar days | |
Customers returning merchandise outside of this timeframe will be charged a 15% restocking fee.
All returns must be shipped prepaid (No CODs).
Upon receiving your return, we will exchange, replace, or credit. You will receive credit in the same manner as you paid for the merchandise.
Return, insured for full value to:
Stuller Customer Care Canada
55 Queen Street East, Suite 1307
Toronto, ON M5C 1R6
Include a copy of the completed Merchandise Return Form in the package.
Stuller is not responsible for returns that are damaged in transit. Items with manufacturing defects may be returned for exchange. Items that were altered, cut, or manufactured to your specifications cannot be accepted for credit or exchange. Please keep this in mind when placing your order. For exchanges, we will do an exchange transaction, along with any exchange fee. Be aware that normal shipping charges do apply to the exchange order.
Except for specific Stuller programs that make provisions for "conditional sale" merchandise (finished jewelry, large diamonds and gemstones), products cannot be ordered for review. Such returns will be charged a 15% restocking fee. A 15% restocking fee may also be charged for all returns from accounts that consistently abuse the return privilege.
Refused, undeliverable, or merchandise returned that was not purchased from Stuller will be charged for the shipping costs of returning it to you.
Stuller may not be responsible for returned merchandise if these procedures are not properly followed. Thank you for adhering to these policies. If you have any questions concerning the return of merchandise, or credit for the return of merchandise, please contact our Customer Service Department at 800-877-7777, press 3 or email us.
Stuller’s standard return policy applies to its Contemporary Metals product, including Tungsten, Titanium, Cobalt, Ceramic, and Stainless Steel bands. Stuller will accept for return or exchange Contemporary Metals product that is received with defect, or any Tungsten or Ceramic band that becomes scratched or discolored. All returns and exchanges require proof of purchase, and exchanges will be processed for the applicable fee listed below. Bands with engraving that are submitted for exchange are subject to an additional engraving fee.
Lifetime Sizing Policy
Stuller offers a lifetime size exchange service on its Contemporary Metal product. Applicable fees are listed below. Stuller will exchange your band for the same ring, or, at its discretion, a ring of similar style and/or value. Bands with engraving that are submitted for exchange are subject to an additional engraving fee.
| Product Category | Applicable Fees |
|---|---|
| Basic Contemporary Metals | $20.00 |
| With Diamond(s)- .05ct or under | $20.00 |
| With Silver Inlay or Overlay | $20.00 |
| With Diamond(s) - .06ct or over | $25.00 |
| With Gold Inlay or Overlay | $35.00 |
All selling kits sales are not changeable on initial purchase. They are pre-packaged with displays. You may exchange within 30 days for another catalog item. We will issue full credit for the exchange item, then bill you for the replacement item at the listed price.
Watches- We will replace within one year from date of invoice.
Select finished jewelry and bridal products are available to qualified accounts for your customer's review (limits may apply). Conditional sale merchandise is available for review for 15 days of Product Review/Conditional Sale ship date. If not returned within the 15 days, merchandise will be invoiced. If returned after invoiced, a 15% restocking fee will be applied.
Red Box Diamonds® and Notable Gems™: Available for your customer’s review for 5 days of Product Review/Conditional Sale date.
To return, follow these procedures:
Include a copy of the conditional sale document or invoice and use the original packaging for the merchandise.
Use the enclosed pre-paid air bill to return items within 15 days for finished jewelry and bridal products, or 5 days for diamonds and gemstones.
Call FedEx or UPS to request a pick up
Terms and Conditions subject to change