Do you have a question?

Here are answers to a few questions that keep popping up. If your question isn't answered below, send it to us, and we will add it to the list.

GENERAL
  1. Where are you located?
  2. How can I talk to someone at pearlsatpearls.com ?
  3. Do you have a catalog?
  4. Do you have a retail location?
ABOUT OUR PRODUCTS
  1. Where do you get your pearls?
  2. Are your pearls real?
  3. Are cultured pearls quality pearls?
  4. What about pearl colors? Are they natural?
  5. Do your Akoya pearls come from Japan or China?
  6. Where does your jewelry come from?
  7. Do you offer custom jewelry?
  8. Can you find pearls for me?
  9. What is your guarantee?
ORDERING
  1. How do I place an order online?
  2. What other methods of payment will you accept?
  3. I have a large order and need to ship to multiple addresses... what is the easiest way to do this?
  4. What happens after I place an order?
  5. Can I cancel my order?
  6. Why isn't your web site working with my browser?
  7. Do you sell wholesale?
PAYMENT
  1. What methods of payment are accepted?
  2. Can you invoice me?
SHIPPING
  1. Where will you ship your products?
  2. What are your shipping options?
  3. How long will my order take to be received?
  4. Do you offer same day service?
  5. Please define a "Business Day"?
  6. When does my order need to be placed to ship on the same day?
  7. Do you deliver on Saturdays?
  8. How much will shipping cost?
  9. What about damaged shipments?
  10. Can I return merchandise?
  11. Can I specify a future delivery date?
  12. Are delivery dates guaranteed?
  13. What will happen if I give an incorrect shipping address?
PRIVACY
  1. Will you share my personal information with other companies?

GENERAL
1.Question: Where are you located?
Answer: pearlsatpearls.com Headquarters is located in BeiJing China,. We also have a location that we open to our customers. This is a business decision we made when we opened pearlsatpearls.com. We are strictly an Internet-based Pearl Jewelry Boutique.
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2.Question: How can I talk to someone at pearlsatpearls.com?
Answer:

Because we are constantly involved in the day to day sales and operation of our business, it is best to SEND US EMAIL. We check email frequently and respond you as quickly as possible but no longer than one business day.

You may also telephone +86-10-67310843. If we do not answer, please leave a message. Again, we will respond as quickly as possible, but no longer than one business day.

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3.Question: Do you have a catalog?
Answer: No. We are adding products and services too fast. Our products are easily viewed with all pertinent information from our web site. If you do not find an answer you are looking for, please email our Customer Service Group.
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4.Question: Do you have a retail location?
Answer:

pearlsatpearls.com is an Internet Pearl Jewelry Boutique. We also have a retail location,that's in Beijing China.

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ABOUT OUR PRODUCTS
1.Question: Where do you get your pearls?
Answer:

At least twice a year we make major buying trips to Hong Kong, one of the premier pearl-buying centers of the world, to select pearls for our Designers. We spend days scouring floor after floor, and booth after booth of the huge Hong Kong Convention Center, looking for the very best the world is offering in South Sea pearls, Tahitian pearls, Akoyas and Chinese Freshwater pearls.

We will visit other suppliers throughout the year to fill special requests and enhance new design lines. There are new pearl colors, shapes and special finds released all the time, and the only way to discover these is to be there, at the source.

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2.Question: Are your pearls real?
Answer: Cultured pearls are real pearls. Some people make the distinction between pearls produced by mollusks without human intervention (the result of a grain of sand landing within the oyster, for example) and pearls resulting from a stimulus to encourage the mollusk to produce a pearl. Natural pearls are extremely rare. The advent of perliculture - the science of growing pearls - made pearls accessible for us all.
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3.Question: Are cultured pearls quality pearls?
Answer:

Not only are cultured pearls quality pearls, but many of the finest pearls in the world are the result of culturing. Consider South Sea pearls, Tahitian pearls and Akoya pearls. These pearls are all cultured pearls. This process helps ensure uniform quality and improve harvests. <

The past several years, Chinese Freshwater pearls have also entered the market of quality cultured pearls. You see that in the designs offered by pearlsatpearls.com. The quality of these pearls has improved as has the availability of designer sizes, colors and shapes.

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4.Question: What about pearl colors? Are they natural?
Answer: Some pearl colors are natural; some pearl colors are achieved through artificial means. At pearlsatpearls.com, we will always tell you - in the Product Description. The most beautiful colors are natural. Each pearl has a body color plus overtones that cannot be achieved artificially (though many have tried!).
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5.Question: Do your Akoya pearls come from Japan or China?
Answer:

Most of the World's Akoya pearls are now cultured in China - and so are ours. It is a fact that even those Akoya cultured pearls sold from Japan are made up of pearls cultured from both Japan and China. There is no way to tell the difference.

Our partner in pearls owns the farm from which our Akoya cultured pearls are acquired. He has spent more than twenty years improving the quality of their pearls until now their pearls rival that of any Akoyas we've seen from Japan. There is no blinking (hold up to a bright light and twirl slowly; the nucleus, or seed bead, is not visible) meaning the nacre is very thick and of high quality. These are high quality pearls!

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6.Question: Where does your jewelry come from?
Answer:

Beth (our founder) has a factory in JiangSu Province, China. Here, her designs are made by hand using goldsmithing techniques she herself uses on her one-of-a-kind designs. The term "factory" brings to mind highly mechanized operations, but this is a small operation -- just one large room of highly-skilled jewelers.

Pearl strands and other unique designs are being created by pearlsatpearls.com's team of Designers. One of her favorites, sumrain, spins off rings and pendants using fine South Sea cultured pearls and Tahitian cultured pearls.

We keep our designs unique and fresh. You won't find our pieces anywhere else.

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7.Question: Do you offer custom jewelry?
Answer:

Yes. If a piece of pearl jewelry in our pearl boutique comes close to meeting your needs, but you would like to modify the length or change the style of pearl, let us know. We may be able to help.

Contact one of our Designers. Custom jewelry cannot be returned.

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8.Question: Can you find pearls for me?
Answer:

Yes. If there is a special pearl purchase you would like us to make for you, we will search our pearl dealers to find what you need. We can try to match a missing pearl earring, finish a pearl jewelry set or find unique pearls not normally carried in our boutique.

For pearl searches we require a nonrefundable down-payment of 50% of the estimated total. We are putting our reputation with our dealers on the line.

These are considered custom purchases and are not refundable.

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9.Question: What is your guarantee?
Answer:

We want you to be 100% satisfied with your pearlsatpearls.com purchase. We understand the ideal way to purchase pearl jewelry is to hold, fondle and wear the jewelry. This is difficult to do over the Internet, even with quality photography. So we offer you our 100% Satisfaction Guarantee. This is the only way you can be completely comfortable with your purchase.

We give you a full 30 (thirty) days from the date of shipment to try out your pearls. Inspect your purchase as soon as you receive it. We inspect every item for flaws prior to shipping. Any damages you find need to be reported to us immediately because damaged jewelry cannot be returned to us. Damages incurred during shipping are the only exception. Retain all packaging and receipts.

If you decide that this jewelry is not for you, simply return it, no questions asked. Jewelry must be in its original (unworn) condition with original packaging and materials. 

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ORDERING
1.Question: How do I place an order online?
Answer:

Go to  Products , click on the product(s) you want and then click on "Buy Now". Continue this process until you are ready to check out. You do not have to register when purchasing through our site but it will make it easier for future visits. [To register, click on Log In and complete the info requested.] Be sure and have your Paypal account. We accept Paypal account. We will ship your order within on business day.

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2.Question: What other methods of payment will you accept?
Answer: At this time, we only accept Paypal account,and our Paypal account is pearlsatpearls@hotmail.com.
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3.Question: I have a large order and need to ship to multiple addresses... what is the easiest way to do this?
Answer:

You may place individual orders for each location and fill out "Ship To" information as requested at the checkout screen. This will give you an Order # for each address that you're shipping to and is easier for you (and us) to track each order. If this doesn't work for your particular situation, call us at +86-10-67310843 or email Customer Service and we will call you to help in processing your specific needs.

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4.Question: What happens after I place an order?
Answer:

After you complete your order on our web site, you will see a "Thanks,we have send an email to you for your orders!" alert. You should go to your email address and receive it.

Our Fulfillment Department will process your order and within one business day your jewelry will be en route to you. Your shipping method will determine how many days it will take for your jewelry to reach you.

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5.Question: Can I cancel my order?
Answer:

If your order has not already been shipped, or custom work begun, we can cancel your order. If you desire to do this, please contact our Customer Service Department email us at pearlsatpearls@obai.net. Once shipped, we are unable to cancel your order.

If you need to make a return, please see our Returns Policy.

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6.Question: Why isn't your web site working with my browser?
Answer: Our web site has been tested on various browsers and equipment configurations. For best results, we recommend using a browser based on Microsoft Internet Explorer and a broadband internet connection.
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7.Question: Do you sell wholesale?
Answer: Our products on web site are all wholesale price,if you purchase items over 10 pieces,you will get 10% off sale,and if you purchase money over $500(USD),you will become our "High-Level" member,you can get 15% off sale in the future.
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PAYMENT
1.Question: What methods of payment are accepted?
Answer: Now,We only accept Paypal account.
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2.Question: Can you invoice me?
Answer: Yes,we can invoice you but please you should be emailed to Customer Service.
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SHIPPING
1.Question: Where will you ship your products?
Answer: Right now, we will ship to all over the world.
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2.Question: What are your shipping options?
Answer:

we usually via EMS, we via FEDEX,UPS,TNT,DHL and Air Mail at all the same.

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3.Question: How long will my order take to be received?
Answer: Orders usually ship within 24 hours of order approval. Since most orders are shipped via EMS 2nd Day, their delivery typically takes around 5 days. The total time for delivery of your order should be around 7 business days.
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4.Question: Do you offer same day service?
Answer: No. We do not hand-deliver our gifts so the earliest that your recipient could possibly receive their gift is the following business day (if air shipping is available for that gift and if you utilize the overnight air shipping option before the daily cutoff time for the item).
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5.Question: Please define a "Business Day"?
Answer: A business day is Monday thru Friday with the exclusion of any holidays. Saturday, Sunday and any China National holidays ARE NOT business days.
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6.Question: When does my order need to be placed to ship on the same day?
Answer: We guarantee that expedited (overnight and 2nd day air) orders placed by Noon CST will ship the same business day. This gives our Fulfillment Department enough time to assemble your selection prior to pick-up times. Expedited orders placed after the cutoff time will ship the next business day. Ground shipments may take 1 to 2 business days to process and then ship. If you are in a hurry and your order must ship or arrive on a specific business day, we recommend that you select an air delivery method.
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7.Question: Do you deliver on Saturdays?
Answer: FedEx delivers on Saturdays for an extra charge but does not guarantee delivery days. We cannot deliver Sundays or China national holidays.
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8.Question: How much will shipping cost?
Answer: Depending on how weight jewelry you have purchased,EMS,FEDEX,TNT,DHL are based on 500(g), over 500(g) is cheaper.
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We offer you Pearl Jewelry,Freshwater Pearl Strand, Loose Pearl, Pearl Earring, Pearl Pendent, Pearl Bracelet, Pearl Sets,and Jewelry Accessories
9.Question: What about damaged shipments?
Answer:

First, we apologize. Sometimes FedEx trucks hit Pizza trucks and boxes get crushed. We try hard to pack your jewelry so it doesn't suffer when this happens.

Always inspect your jewelry as soon as it arrives. We inspected your jewelry before we packed it. It was flawless. So, if you find defects, these happened during shipping. If you find anything, please email our Customer Service immediately or telephone us at +86-10-67310843 We will need 3 pieces of information:

1. Your Order Number (you can find it in your email we sent to you)
2. FedEx or USPS or EMS or DHL or TNT or AIR Tracking Number (from the Shipping Box)
3. What was damaged?

Keep the shipping box, the packaging, everything! We will tell you what to do next about this return. We will need to get the packaging and the items back to pearlsatpearls.com headquarters, but wait until you communicate with Customer Service.

Once the items are back at pearlsatpearls.com headquarters, our Quality Assurance team and Fraud Team will both review the damage. The Fraud team gets involved just to make sure items haven't been damaged as a result of wear and tear (they are really good!). Full refunds are given, including any expenses incurred for returns, for all damaged goods. We will contact you when credit has been given.

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10.Question: Can I return merchandise?
Answer:

pearlsatpearls.com provides a 30 (thirty) day return policy. Jewelry must be returned in its original (unworn) condition with all packaging. It will be inspected upon receipt to ensure it has not been worn. If it has been worn, it cannot be sold and will not be accepted for return.

All returns over USD $500.00 must have prior authorization. Call Customer Service email us at Returns to obtain authorization prior to returning any item over USD$500.00 to insure proper credit. Return item in its original packaging. Make sure to insure the package for its full price. You are responsible for it until we receive it.

Include contact information, e-mail and/or phone number, and we will contact you when your return is credited to your account. We are committed you, our customers -- even if you are making a return.

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11.Question: Can I specify a future delivery date?
Answer: Not at this time.  We plan on adding this option in the near future.
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12.Question: Are delivery dates guaranteed?
Answer:

Ground shipment delivery dates are not guaranteed. 2nd day air shipments are guaranteed to arrive within 2 business days of the ship date. Next day air shipments are guaranteed to arrive by the next business day afternoon. If an air shipment is late, we will issue a credit for the shipping cost.

* NOTE - We cannot guarantee delivery dates for circumstances beyond our control (e.g.,   unsuccessful delivery attempts, carrier weather delays, incorrect addresses, etc.) NO refunds will be issued under these circumstances.

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13.Question: What will happen if I give an incorrect shipping address?
Answer:

PLEASE be certain of your address before ordering! We pass along the FedEx fee of $10 for the correction, which will appear on your credit card statement as a separate charge. Unfortunately, your jewelry will probably not get to its destination in time for the important occasion if you supply an incorrect address when ordering. Make sure that you include apartment or suite numbers if applicable - FedEx will charge the $10 fee for this as well.

If a package is returned to us because of an address problem, we will reship the package to you or a corrected recipient address. You will be charged for the additional shipping fees.

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PRIVACY
1.Question: Will you share my personal information with other companies?
Answer:

Protecting your privacy is important to us. We will never, ever sell or give your personal information to anyone. We don't like it when it happens to us; we won't do it you.

Protecting Information Online...
Our site uses the industry standard Secure Sockets Layer (SSL) protocol that encrypts personal information being transferred over the Internet during the ordering process. This information is kept in a protected directory accessible only by the employees that process online orders.

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