Frequently Asked Questions (FAQ) for NewCharms.com
 

Click on any question below to go to that question and answer on this page.

CUSTOMER SERVICE SHIPPING
FLOATING LOCKET PRODUCT INFORMATION What shipping carrier do you use?
What are the lockets and charms made of? How much does shipping cost and how long will it take to get my package?
I have metal allergies, are these products hypo-allergenic? Do you ship to my country?
How many charms can I fit in my locket? Do you ship to P.O. Boxes and APO?
What length of necklace should I choose? Where do you ship from?
How do I care for my locket? Can I pick my order up from your warehouse?
How do I open my twist top locket? My order hasn't arrived by its estimated delivery date?
ORDER INFORMATION My order has arrived but it is missing an item?
Has my order shipped? My order has arrived but an item is damaged?
How do I cancel or change my order? RETURNS AND EXCHANGES
How do I track my order? I'm not happy with my order, how do I return something?
What forms of payment do you accept? An item in my order is damaged, how do I return it?
Can I order via email or phone? Can I return my custom item?
Do you have a catalog I can order from? Have you received my return?
PRIVACY AND SECURITY PRICING
Will my personal information be shared with third parties? How does your wholesale pricing work, and how do I set up an account?
Is your shopping cart secure? How does Mix&Match pricing work?
  Do I have to pay sales tax?
  Can I get a discount on a large order or for repeat customer?
 
CUSTOMER SERVICE
If you cannot find the answer to your question on this page, please feel free to reach out to us via one of the following methods:
Email: kapicka@msn.com (Anytime!)  
Phone: 916-625-6584 (M-F 8AM-3PM Pacific Time)  
Fax: 916-290-0255  
 
FLOATING LOCKET PRODUCT INFORMATION

What are the lockets and charms made of?
Our lockets and chains are made of either alloy or high quality stainless steel and are categorized appropriately. Charms are made of zinc alloy and enamel.

I have metal allergies, are these products hypo-allergenic?
All of our stainless steel lockets and chains are hypo-allergenic and made with high quality stainless steel (grade 316L) and are a great choice if you have metal allergies. Most people with metal allergies do not react to this type of steel, but you will still want to be aware of your own allergies before ordering our product.

Because our alloy lockets are plated with zinc alloy, they are not recommended for those with metal allergies.

How many charms can I fit in my locket?
This will depend on which locket you order and the charms you choose. You can use the guide below to give you an idea. Please note the maximum # of charms is assuming the largest charms, if you were to choose smaller charms such as birthstones or pearls you could fit more:

Style Width (25mm is about 1") Maximum # of charms
XL Round 35mm 9-10
Big Round 30mm 5-7
Medium Round 25mm 3-5
Small Round 20mm 1-2
Heart 30mm 4-5
Curvy Heart 25mm 3-4
Diamond 38.5mm (at widest point) 8-9
Square 28mm 8-9
Teardrop 27mm 6-7
Moon 14mm x 35mm 2-3 narrow charms
Triangle 35mm 6-7
Oval 28mm 6-7
Emerald Cut 20mm x 30mm 3-4
Emerald Cut (Alloy) 23mm x 32mm 4-5

What length of necklace should I choose?
All of our lockets look great on any length of chain, so choose what works best for you and your style! The picture on the right provides a general guide of where a chain hits on a woman's chest. Please note that this is only an estimation and that your frame and height will affect where the necklace lays.

How do I care for my locket?
As with most jewelry, you'll want to avoid wearing your floating locket in water, to bed or when applying cosmetic products.

The lockets are very durable but they are made of glass; you are advised to be careful when wearing it in situations where the glass could shatter.

To clean the glass or shine the metal you can use any kind of polishing cloth.

How do I open my twist top locket?
Our Screw-Top "Twist" lockets are threaded & screw into place. They feature clean lines and are our most secure. Using your fingers you'll want to turn the locket face counter clockwise until it comes off. (see picture) Please note that the locket is designed to be tight and secure and can be a little difficult to open the first time.

 

 
ORDER INFORMATION

Has my order shipped?
Most orders ship within 1-2 business days during non-peak seasons and within 2-5 business days during peak seasons such as Christmas and Mother's Day. Please note that shipping time is not factored into processing your order and will take a few more days based on the shipping option you choose.

You will receive an email when your order has shipped with your tracking information. If you have not received this email within our fulfillment time frames, feel free to email or call us at kapicka@msn.com or 916-625-6584 (M-F 8AM-3PM Pacific Time).

If you ordered custom items, your order may take 1-2 business days longer to finish production. We reserve the right to hold your order for your customs or ship them separately within a few days at no additional shipping cost to you.

How do I track my order?
When your order has shipped you'll get an email with your tracking number. You can use that to see the estimated delivery date through the USPS. Tracking can take up to 48 hours to update from the time we ship your package.

Please note that on most international orders, tracking stops when it leaves the USA (Typically Los Angeles or New York)

How do I cancel or change my order?
Unfortunately, we are unable to make modifications to an order once it has been placed. This includes address changes, product additions or cancellations.

What forms of payment do you accept?
We accept all major credit cards (Visa, MasterCard, Discover, Amex), Paypal and electronic check. Please note that when paying with an electronic check it may take up to 10 business days for your check to clear, during which time we cannot ship your order.


Can I order via email or phone?
We are unfortunately unable to process orders via email or phone at this time. All orders must be placed through our website. However, you are more than welcome to email or call us with any questions regarding placing an order.


Do you have a catalog I can order from?
Because our inventory is ever changing and growing, it is impossible for us to upkeep a catalog, so we do not offer this to our customers as of this time. All orders must be placed through our website.

 
PRIVACY AND SECURITY

Will my personal information be shared with third parties?
Absolutely not! We value your privacy and will never sell, barter or trade your information with third parties.

Is your shopping cart secure?
We know security is important to you and we want you to know it's just as important to us! Our shopping cart is run through PayPal meaning your personal and financial information is protected through industry-leading encryption and fraud protection tools.

 
SHIPPING

What shipping carrier do you use?
We ship via the United State Postal Service, using their three main shipping methods, First Class, Priority and Express.
In rare cases we may ship via FedEx and you are welcome to request this for an additional shipping cost. Send us an email at kapicka@msn.com with the subject line FedEx Quote to get more information.

How much does shipping cost and how long will it take to get my package?

Most orders ship within 1-2 business days during non-peak seasons and within 2-4 business days during peak seasons such as Christmas and Mother's Day. Shipping time varies by the shipping option you choose. Use the table below for pricing and estimations on delivery. Please note that except where guaranteed by the carrier, the number of days in transit are estimates and are business days.

USA Domestic Shipping
International Shipping
Order Subtotal
First Class
3-5 Days
Priority
2-3 Days
Express
1-2 Days*
Order Subtotal
First Class
1-3 Weeks
Priority
5-10 Days
Express
3-6 Days
Fedex
1-3 Days
less than $10
$3.95
$5.95

$21.95

less than $10
$4.95
$31.95
$59.95

Starts at $100

email for quote
kapicka@msn.com

$10 to $50
$4.95
$10 to $50
$5.95
$50 to $100
$50 to $100
$9.95
$100 to $300
Goes to
Priority
$100 to $300
Goes to
Priority
$300 and up
$300 and up
Goes to
Express
Goes to
Express

* For Express shipping in the USA, you can check to see if it is a 1-day or 2-day guarantee by CLICKING HERE and using an origin zip code of 95817. If it comes up as 2-day shipping and you need the order overnight, email us at kapicka@msn.com and we'll respond with a quote for FedEx overnight shipping.

Do you ship to my country?
Yes we do! We ship worldwide and welcome customers from any country. Please note that delivery time varies greatly by country and can take anywhere from 5 days to 3 weeks. You can find more information from USPS on their website.

Do you ship to P.O. Boxes and APO?
Yes we do! Feel free to use any verified USPS address.

Where do you ship from?
We ship daily from Northern California.

Can I pick my order up from your warehouse?
Unfortunately we are unable to provide pickups at our warehouse, you will need to have your product shipped to you.

My order hasn't arrived by its estimated delivery date?
First, please double check the tracking information and make sure your package isn't on its way or being held at your local post office because of a failed delivery attempt.

If that doesn't answer your question, send us an email at kapicka@msn.com with the subject line Where's My Package? Be sure to include your Transaction ID# (Found in your confirmation email) as well as the name and/or email the order was placed under. Our team will look into what happened and get back to you right away!

My order has arrived but it is missing an item?
We're extremely sorry your order didn't arrive in perfect condition, we definitely want to make that right for you. Please send us an email within fourteen (14) days of receipt (delivery date) at kapicka@msn.com with the subject line Order Error.

In your email, please include:
-Your Transaction ID# (Found on your packing slip or confirmation email)
-The name and/or email the order was placed under
-The item(s) #'s that are missing (These can be found next to each item on your packing slip and will look like: H1475, SS11, DR101, etc)
-The red initials on the packing slip

Our team will look into what happened and get back to you right away!

My order has arrived but an item is damaged?
We're extremely sorry your order didn't arrive in perfect condition, we definitely want to make that right for you.
Items that are received damaged in transit or have a manufacturers defect and are reported to NewCharms Return Department within thirty (30) days of receipt (delivery date) are eligible for exchange.

Please email us at kapicka@msn.com with the subject line Damaged Product to begin the process.
In your email, please include:
-Your Transaction ID# (Found on your packing slip or confirmation email)
-The name and/or email the order was placed under
-The item(s) #'s that are damaged (These can be found next to each item on your packing slip and will look like: H1475, SS11, DR101, etc)
-A photo of the damaged item

In some cases we will require the damaged merchandise be returned, in other cases the photo in your request will suffice.

 
RETURNS AND EXCHANGES

I'm not happy with my order, how do I return/exchange something?
We want you to be 100% happy with your purchase and will gladly help you with a return or exchange if you're not. You are welcome to exchange or return any unworn items within thirty (30) days using the following guidelines. Please note that custom items have a separate exchange policy and clearence items are final sale/not returnable.

You will need to be issued an RMA (Return Merchandise Authorization) before sending anything back to us. Please email us at kapicka@msn.com with the subject line RMA Request within thirty (30) days of receipt (delivery date) to begin the process.
In your email, please include:
-Your Transaction ID# (Found on your packing slip or confirmation email)
-The name and/or email the order was placed under
-The item(s) #'s you would like to return (These can be found next to each item on your packing slip and will look like: H1475, SS11, DR101, etc)
-The reason for your RMA request: Are you returning for a refund or exchanging for another item? (Please include the exchange item(s) #'s in your email if applicable)

Your RMA must be included in your return and all product(s) must be received by NewCharms Return Department within forty-five (45) days of your original delivery date. Returns not including an RMA or received outside of the forty-five (45) days will not be processed.

All returns are subject to a restocking fee which will be deducted from all returned merchandise with the exception of damaged products or those with manufacturers' defects. Shipping charges incurred by customers when purchasing or returning products will not be refunded.

An item in my order is damaged, how do I return it?
Items that are received damaged in transit or have a manufacturers defect and are reported to NewCharms Return Department with thirty (30) days of receipt (delivery date) are eligible for exchange.

Please email us at kapicka@msn.com with the subject line Damaged Product to begin the process.
In your email, please include:
-Your Transaction ID# (Found on your packing slip or confirmation email)
-The name and/or email the order was placed under
-The item(s) #'s that arrived damaged (These can be found next to each item on your packing slip and will look like: H1475, SS11, DR101, etc)
-A photo of the damaged item

In some cases we will require the damaged merchandise be returned (at our expense), in other cases the photo in your request will suffice.

Can I return my custom item?
Custom items are not eligible for return or exchange unless they were made incorrectly. If you believe your item(s) has an error please email us at kapicka@msn.com with the subject line Custom Order Error within thirty (30) days of receipt (delivery date).
In your email, please include:
-Your Transaction ID# (Found on your packing slip or confirmation email)
-The name and/or email the order was placed under
-A photo of the item that has an error

We'll process your request and get a replacement item(s) out to you if applicable!

Have you received my return?
We process all returns within three (3) business days of receipt (delivery date). You can check the tracking on the package you sent to us to see if has been delivered. If it was delivered more than three (3) business days ago and you have not received a refund or notification of your exchange please email us at kapicka@msn.com with the subject line Return Information.
In your email please include:
-Your Transaction ID# (Found on your packing slip or confirmation email)
-The name and/or email the order was placed under
-The item(s) #'s that you sent back to us (These can be found next to each item on your slip and will look like: H1475, SS11, DR101, etc)
-The tracking # for the package you sent to us

 

PRICING

How does your wholesale pricing work, and how do I set up an account?
Our wholesale pricing is available to everyone and no account set up is required to purchase. You can use any of the options in the drop down menus of each item to choose the quantity you need. The more you order of a single item, the less it costs. You can get charms for as low as $0.69 each and stainless steel lockets as low as $8.99!

How does Mix&Match pricing work?
Mix&Match is a special pricing option on our floating locket jewelry that allows you to purchase a large variety at a lower price. You can always order individually or in quantities of 3, 6, or 12 of the same item for the lowest pricing. However, with mix&match (Formally known as BULK pricing) you can get a variety of products at prices lower than their individual prices.
Here's how you do it!

When you are ordering at least $100 worth of items on our site you can choose mix&match from the drop down menu of each item to add it to your cart at the special pricing. (You can then adjust the quantity in your shopping cart to whatever quantity you need of that item.)

For example you could buy 1 locket, 4 starfish charms, 11 snowflakes charms, 7 birthstones, 8 necklaces, and 2 heart disks; all at a lower price than you would pay individually! As long as you are ordering at least $100 you can choose mix&match from our drop down menu for each item you add to the cart and get our mix&match pricing on everything.

Do I have to pay sales tax?
You only have to pay sales tax if you live in California.

Can I get a discount because I am placing a large order or am a repeat customer?
We occasionally offer sales on certain items and you should watch our updates page to hear about these! Other than our sales we are unable to offer extra discounts as our wholesale prices are already the lowest we can offer.

 


 

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