Terms of Service

Overview and Philosophy

Stein Diamonds is a family-owned, privately-held company. We believe in old-fashioned business ethics and in our book having a satisfied customer is more important than the bottom line. We are able to offer high-quality diamonds, jewelry and watches at our very competitive prices because we are in the wholesale jewelry manufacturing business. We have also been in the retail side of diamond jewelry for over 25 years and have built our reputation by being honest and understanding with our customers. It is our goal to make sure that every customer is satisfied with their purchase and to be your jewelry provider for generations to come. We know the internet can be impersonal at times, but we strive to cross that barrier with our policies and personalized service. We hope you chose to make us part of your next jewelry purchase and appreciate your time on our website.

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Watches

Stein Diamonds prides itself in providing luxury watches at lower than retail prices. All of our watches are 100% authentic and unworn. Each watch comes with instruction manuals, serial numbers, and box sets. Although we are not directly affiliated with any of the watch companies whose products we sell, all of our watches are guaranteed to be 100% authentic and original. Stein Diamonds has a wide variety of watches available and we carry major brands including Rolex, Cartier, IWC, Omega, Franck Muller, and Chopard. For our Rolex watch collection, we have most of the watches we carry listed online in stock, but can also provide our customers with other dial options upon request. Our customers can contact us via email or phone to request availability and pricing information on a wide variety of Rolex watches. Our 30 day money back guarantee applies to all watch purchases.

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Jewelry

Stein Diamonds creates most jewelry items upon receiving an order for a given piece. We ensure customer satisfaction by designing each jewelry piece with the specific requirements of each customer, be it size, diamond quality, or customization. For our jewelry designers, their work is an art form. Every diamond in our jewelry collection is hand-selected guaranteeing a brilliant piece every time.

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Lifetime Warranty

We offer a lifetime warranty on all of our jewelry and watches. For our jewelry pieces, we cover any defects in craftsmanship for the life of the piece as long as it has been well maintained. We do not, and cannot,cover accidental damage, incidental damage, normal wear and tear, theft, accidental loss, or any damage that our gemologists deem is not due to craftsmanship related issues. If the piece has been altered in any way, our warranty no longer covers it unless the work has been done by Stein Diamonds. We will usually do our best to fix your piece regardless as a service to you, but please note that if we cannot remedy the problem and it was not due to craftsmanship, we will also charge you to ship it back. If, however, your piece is covered, we will ship it back to you at our cost. The lifetime warranty only covers the original owner of the piece and is not transferable.

For watches, we offer a free lifetime warranty with Stein Diamonds. We do not, and cannot, cover accidental damage, incidental damage, normal wear and tear, theft, accidental loss, or any damage that is not due to an internal malfunction. Watches come complete with all boxes, instruction manuals, serial numbers, and dealer stamped warranty paperwork whenever possible or applicable. Stein Diamonds backs our own Lifetime Warranty which covers the mechanism of the watch for as long as you own it. All wear and tear issues are the customer's responsibility. If we cannot fix your watch and it is deemed to be covered under our warranty, we will replace it with a watch of equal or greater value. Each warranty case will be considered individually. In the circumstance that your watch may incur a problem send it back to us for repair. If it is within the manufactures warranty period we will take care of the necessary paperwork for repair.

To qualify for the warranty, the watch must have all original papers as well as the original Stein Diamonds invoice. The watch may not have been modified in any way, may not have been opened by anyone except authorized dealers for the watch, and if it has been opened all proper documentation from the dealer is required. We cannot cover any defects in the battery or if the manufacturers' specifications for the care of the watch were not followed. Please notify us that you will be shipping any product to our office. Stein Diamonds recommends that you insure any piece that you will be shipping back to us. We will usually do our best to fix your piece regardless as a service to you if we can, but please note that if we cannot remedy the problem or if the problem was not due to an internal malfunction, you will be charged to have the watch shipped back. The lifetime warranty only covers the original owner of the watch and is not transferable.

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Certifications of Diamonds

Every loose diamond sold by Stein Diamonds has been analyzed and graded by the Gemological Institute of America (GIA, American Gem Society Laboratories (AGSL), or European Gemological Laboratories (EGL). Stein Diamonds works with only these independent laboratories, as they are the most respected laboratories in the diamond industry. These laboratories are known for having the strictest, consistent, and most unbiased systems for grading diamonds. Diamonds that are accompanied by these grading reports are the most highly valued in the industry, as their quality is considered guaranteed. We also have our own GIA-trained gemologists on staff who grade diamonds to insure their quality for you. Please note, however, that all certifications from any lab or individual are opinions only and will vary from expert to expert.

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Lifetime Diamond Upgrades

The Stein Diamonds family is proud to offer a full lifetime upgrade on all Stein Diamonds loose diamonds. Stein Diamonds will issue full purchase price credit on loose diamonds and allow lifetime upgrades. For example, if you buy a loose diamond for $3,500 from Stein Diamonds today, in two years, send us the diamond. Using the credit, you could purchase a $7,500 diamond for $4,000. As long as your diamond is well-maintained and in its original condition you may trade it in for full credit towards the purchase of another diamond, a piece of fine jewelry or a watch. If your diamond has incurred damage, we will accept the diamond back after deducting the cost of polishing and reshaping the diamond. For further inquiry, please contact us and see if your diamond purchase qualifies for lifetime upgrades.

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30-Day Money Back Guarantee

Though we know most of our customers will be very satisfied with the workmanship and price of their jewelry and watches, occasionally people might change their minds. For such times, we offer a hassle-free, 30-day money back guarantee on any non-Special Order Items. If you are not satisfied with an item that you have purchased online, you may return the item for a refund in accordance with our guidelines below. The refund issued will be the full amount paid for the item minus the shipping and handling charges incurred by Stein Diamonds when initially shipping your order.

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Return, Cancellation, and Exchange Policy

Stein Diamonds is confident that you will enjoy any merchandise purchased from us. In the event that you need to return or exchange any of the merchandise you ordered, please read below for information on how we can further assist you. A return or exchange authorization is required prior to sending any merchandise. Items returned or exchanged can not be worn or tampered with, include the original invoice, all original tags/packaging and reason for return. This authorization can be obtained either by email or telephone communication. Please call 1-888-503-5111, or email us at * info@steindiamonds.com * to acquire your Return or Exchange Authorization Number. Return authorizations must be requested within 30 days of ordering the merchandise. We must receive the item back at our office within 30 days from when you received your package.

Special order items are not returnable due to the specific nature of the request. Special order items are any items that are not on our site, such as; custom-made jewelry pieces, or special order watches as specified by our watch management team at time of purchase. Sizes smaller than 3 3/4 or larger than 8 1/2 for lady's; sizes smaller than 7 or larger than 13 for men are also special order items. Watches that are worn, altered, and in some cases that the protective stickers or tags that have been removed will not be accepted as a return.

Stein Diamonds will change the ring size of any ring purchased from Stein Diamonds for a small service fee, which is available upon request.

Refund and Exchange Credit:

If you ordered an item by credit card, your account will receive a credit within 14 business days. It should show on your next statement depending on your issuing bank and/or billing cycle. When ordering by bank wire, paypal or check, we will credit your account or send a refund check within 14-16 business days. Depending on your location, delivery times may vary.

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Return Instructions

1. Please contact us to acquire a Return Authorization. Call 888-503-5111 or email us at info@steindiamonds.com.

2. Package your returned merchandise being sure to include all original documentation, a copy of your invoice, and any accompanying boxes that the merchandise was initially sent to you in.

3. Insure and ship your package to the address that we will provide you with once you contact us for your Return Authorization. Once we receive your return, we will contact you with the phone number we have on file to confirm your exchange or refund.

Please note that Stein Diamonds cannot and is not responsible for merchandise that it does not actually receive or is not returned in accordance with these terms. Please contact our Customer Service Department if you have any questions or concerns at 888-503-5111.

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Shipping Policies

We offer free shipping to all customers in the 50 United States for items over $500. As soon as any order is shipped, you can expect to receive a tracking number via the email address that you provided us with. The UPS website can offer you up to the minute information on the status of the shipment of your package. A signature will be required for any orders that Stein Diamonds ships. Please check our International Orders for details on our International Shipments.

We ship all products under $50,000 with UPS 2-day ground, fully-insured at no additional cost. For any piece priced over $50,000, we will ship at no extra charge with Dunbar Armored Air. If you order any item under $8,000 or a non-custom item, you can expect to receive a tracking number within 3-5 business days. For any Special Order Items, items over $8,000, or custom made items, you can expect to receive a tracking number within 3-10 business days. For orders placed on a holiday, weekend, or after 3pm EST on a regular business day, your order will be processed the following business morning. Please note that if you would like an item shipped to an alternate address, you will most likely need to verify this alternate address with your bank or credit card. We at the Stein Diamonds Family insist on this to protect you from fraud.

If you would like to request expedited shipping on any order, please call us at 888-503-5111 after placing your order online so that we can make a note of it and charge your credit card the applicable fees.

Upon receipt of your package, please inspect the package for damage or tampering. If you suspect or notice anything unusual, please do not sign for the package and contact us immediately. Also note, that for security purposes, your package with be shipped with the sender marked as "Stein."

If you prefer to have your order overnighted once it has been processed and is ready to ship out, you can choose the overnight shipping option upon checkout. Overnight Shipping Rates for Stein Diamonds Orders are as follows:

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Payment Methods and Sales Tax

We accept all major credit cards: Visa, MasterCard, Discover, and American Express. We also offer a 3.0% discount for Bank Wires. Directions for paying with bank wires will be emailed to you after your order has been placed online.

Standard California State Sales tax of 9.75% applies to all California orders. Orders to all other locations are not subject to sales tax.

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International Orders

Stein Diamonds accepts international orders on all of our products. We only accept Bank Wires or Transfers as the payment method, and also Paypal with a verified account and a confirmed address. Shipping for international orders is $150 and there is no tax paid to Stein Diamonds if the product is shipped internationally. The customer is responsible for all applicable duties within the destination country. Information regarding applicable duties can be acquired from the local government of the destination country. In order to place an international order, please contact us via email, phone, chat or place your order online. Please be prepared to provide us with the item number of the product you are interested in purchasing, as well as the name, address, and local phone number you will be shipping to. There are no returns or exchanges on international orders. Feel free to contact us with any questions.

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Customer Privacy

In order to insure the security of our customers, all transactions are processed on a secure server. Every credit card purchase is thoroughly analyzed by Stein Diamonds for fraud indicators prior to processing the order. Any orders that have one or more potential fraud indications (e.g., different billing and shipping addresses, high dollar amount purchases) may be cancelled. In this event, the customer will be notified via the email address provided on file. To prevent cancellation or delays in processing your order, we strongly recommend you contact us by email or telephone after placing your order at service@steindiamonds.com.

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Information Collection and Use

Stein Diamonds is the sole owner of the information collected on our website. Stein Diamonds will not sell, share, let or disclose this information to others in any way not disclosed in this statement. Stein Diamonds collects information from our users at several different points on our website. The only time Stein Diamonds will disclose personal information is when required to by law or with the good-faith belief that such action is necessary in order to conform to the law.

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Membership

When you make a purchase on our site, you automatically become a member. At that time, you will provide the following information to us:
o Your name
o Your e-mail address
o Your billing and shipping addresses
o Your daytime telephone number
o The type of credit card you are using or other payment details
o Your credit card number and expiration date if applicable
You choose your own member username and password to use for all future purchases, wish lists, and features on the site. You choose whether or not you would like to receive electronic mailings from Stein Diamonds.

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Orders

When completing an order, customers must provide Stein Diamonds with their contact information, such as name, shipping address, as well as billing information, which we use to process the order. If we have difficulty processing an order, we use this contact information to get in touch with you. Although we at Stein Diamonds do our best to complete every order as per our expected processing time frame, we do carry some products that periodically have a longer processing time frame. If this is ever the case, Stein Diamonds will contact you as soon as possible with updated information via email or telephone.

Please note that all prices are subject to change without notice. If payment is completed prior to price updating, Stein Diamonds will contact the customer immediately to inform you regarding the price difference. We reserve the right to cancel any order without notice. We are not responsible for price errors or typographical errors. The difference can either be paid by the customer or Stein Diamonds will issue a full refund to the customer without any penalty. If you are interested in any limited edition product or a product over $30,000, please feel free to contact us prior to placing your order for further information. We are here to make your online shopping experience a great one.

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Usage Tracking

Stein Diamonds tracks the traffic throughout our site. This information is used to compile overall statistics and is not recorded at the level of individual customers. The information we track includes IP (internet protocol) addresses, browser type, ISP (internet service provider), referring/exit pages, platform type and timestamp. We use this information to improve our site and better serve you.

Stein Diamonds uses aggregate information, such as surveys, traffic patterns and IP addresses to customize our website. Aggregate information is occasionally shared with partners of Stein Diamonds to plan advertisings and promotions. We will not share any personally identifiable information.

Cookies

A cookie is data stored on a customer's computer by a web browser. Cookies contain information that supports the behavior and functionality of our website. Our website may use both session cookies and persistent cookies. These cookies do not contain personally identifiable information. We use them to operate the shopping cart and wish list on our website. If you prefer to deny cookies (which you can do with your browser), you can always call us to finalize a purchase. We are happy to help you over the telephone or live chat.

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Surveys and Sweepstakes

At times we may provide surveys and sweepstakes that require personal information. Participation in these surveys and sweepstakes is completely voluntary. Information requested may include contact information (such as name, shipping address and email address), and demographic information (such as zip code, age level). Contact information will be used to notify the winners and award prizes. Survey information will be used to monitor and improve our services.

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Referrals and Email to a Friend

When a user elects to use our referral service to inform a friend about an item, the user is required to provide Stein Diamonds with the friend's name and email address. Stein Diamonds will then automatically send the friend a one-time email inviting them to visit the site. Stein Diamonds will store the friend's email, and we will offer the friend an option to opt into receiving further communication about our services and offerings.

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Updating Our Policies

Stein Diamond reserves the right to change our terms of service at any time without notice. Please refer back to our webpage for information about any changes.

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Legal Disclaimer

The only time Stein Diamonds will disclose personal information is when required to do so by law or with the good-faith belief that such action is necessary in order to conform to the law. Under no circumstances shall Stein Diamonds be liable for any indirect, special, incidental or consequential damages of any kind, regardless of the form of action, whether in contract, tort (including negligence), strict product liability or otherwise, even if we have been advised of the possibility of such damages. If you have questions about our terms of service, please contact us.

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Refer a Freind Rules

Stein Diamonds appreciates you sharing your positive online shopping experience with your friends and family. The following are a few restrictions to the Refer A Friend Program. You must provide the full name of the person who has referred you. The person who refers you must have made at least one purchase with Stein Diamonds. You must be a first time customer of Stein Diamonds to qualify for the Refer A Friend Program. The discount for the program entails $50 off any regularly priced watch or jewelry purchase. Loose Diamonds and pendants are excluded from this offer. The Refer a Friend Discount cannot be combined with sale items or any other discount offers. Please feel free to contact us if you have any questions or we can assist you with any of our products.

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Conflict Diamonds

Stein Diamonds has a zero-tolerance policy toward conflict diamonds. Through the Kimberley Process, which tracks diamonds from mine to market, prevent export of conflict diamonds. We only purchase diamonds through the largest and most respected suppliers who follow the kimberly process. All of our Diamonds are guaranteed to be conflict free.

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Kimberly Process

The Kimberley process, is a process to track and certify diamonds. In 2003, congress and President Bush passed a law adopting the Kimberley Process that requires all US diamond retailers to buy diamonds from manufacturers who follow the process.

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