All of our pieces are handcrafted to order. That means we won't make them until after you've placed your order. Orders are processed within 24 hours from being submitted in our shop and take 7-10 days to finish. We do this because we want each piece to have its own personality, so you'll know this was made just for you!
Questions? Look Here!
Where is my order?
Why hasn't my tracking number updated?
We print labels in batches and start organizing fulfillment so that as soon as your jewelry is ready, we pack it in a bubble mailer and send it off with our carrier. Once your label is printed, you will receive a notification, however it will take around a week for your tracking number to change. It should arrive within 3-5 days once your tracking number has updated.
Why does my tracking say invalid? - CANADA
We employ a global shipping partner who works directly with Canada Post to ensure safe delivery because this is an international order. The tracking number will work with the provided website, but it will not begin updating until the package arrives in your country. Please wait a few days before reaching our customer service staff with any questions. It typically takes 3-5 days for it to reach its destination once it arrives in your country.
How do I cancel my order?
CERTAINLY! You may cancel your order at any time; however, once we have paid for fulfillment and shipping, we will not be able to cancel it.
What is a closing collection?
We collect 50-100 pieces and organize them into a collection. This collection will only be open for a limited period before being permanently closed. We normally run these specials for about 2-3 months to give you plenty of time to take advantage of our ridiculously low prices items. We develop a BRAND NEW selection for you to purchase from when the sale is over and all orders have been fulfilled!
Aspen Family membership?
The Aspen Family Membership is the only way we stay in business. We have some of the cheapest prices on the internet and typically break even on most purchases from our site. The low membership cost of $12.95/month helps pay associated administration costs, and takes care of our employees, while also giving back to the environment through forest reforestation. To read more about the membership, please check out our "Aspen Family Membership" page.
Your membership can be canceled at any time. Everyone wants to have a beneficial impact on the environment, but most people are unsure where to begin. With our risk-free cancel anytime membership, we make it simple for you. Simply contact our customer service team, and they will respond within 24 business hours.
Aspen Family membership benefits?
Each member is a part of our incredible mission to plant 1,000,000 trees around the world and leave a better world for our children to inherit. Have you seen that our entire website is on sale for up to 75% off? We offer wholesale pricing on Aspens Jewelers, and we're almost certain you won't find them anywhere else. Every member receives a custom-made walnut keychain from a reclaimed woodshop. Each keychain signifies a tree planted as a result of your membership; we even tell you what kind of tree you planted and where the reforestation project is located! Each member also has access to an exclusive collection of top-selling nature-related products that no one else has access to. Make sure to create your account and take full advantage!
We work with a variety of warehouses across the country, some of which are still subject by COVID-19 restrictions. Some warehouses still have a staffing shortage. Please be assured that our staff is working tirelessly to fulfill all orders on time while ensuring a safe working environment for our employees.
How long does it take for a refund to reflect in my account?
Refunds usually take 3-5 business days to fully process. In some cases, we have seen up to 7 business days. This process is unfortunately out of our hands and is dictated by the banks. If for some reason you do not see your refund, please reach back out to our customer care team for assistance.
How can I contact Aspens Jewelers?
The best way to contact us is by filling out the contact form on the Customer Support page of our website. You may also just email us at firstname.lastname@example.org. We will do our best to get back to you within 24-48 hours after you email in. Please note that repeated emails will not get you to the front of the line faster we go from the oldest tickets to the newest.
How much is shipping?
Shipping is $5.95 for all US orders and $9.95 for all international orders. Anything over $35 ships for FREE :)
Where is my order confirmation?
The most likely reason is that your order confirmation went to spam or junk. We deal with this issue frequently with popular email platforms like Hotmail/outlook/Gmail/yahoo. Please check your spam folder and mark the item as "not spam". If you can't find the order confirmation in your spam folder, please contact us and we will help locate your order.
What is your jewelry made of?
All of our jewelry is made from nickel-free non-allergic metals such as stainless steel, sterling silver, and rhodium-plated zinc alloy. We make sure that we do not use any materials that would cause an allergic reaction.
My jewelry does not look like the picture?
DISCLAIMER: Each piece is custom made for you when you place your order, so please expect slight variances in the alignment and depth of letters & designs. These minor inconsistencies add to the artistic charm and uniqueness of your stamped piece. As jewelry artists, we strive to make your one-of-a-kind piece beautiful for you. All of our photos used for marketing may seem brighter and more enhanced than the actual products.
Missing items in your order? Please reach out to our customer care team regarding this matter. Please send photos of your package and items you received/didn't receive so that we can help you as soon as possible.
My jewelry is tarnishing?
This does happen sometimes due to improper care & if metals are exposed to other chemicals. Please reach out to our customer care team immediately with pictures so we can investigate this issue.
Please refer to our Product Care page located at the top of our website. These care tips will ensure your jewelry lasts as long as possible :)
Please reach out to our customer care team and explain what has happened and why you want a refund. Our team will fully investigate each problem case by case.
Can't find delivered order?
USPS delivery vans have GPS that sometimes automatically updates a shipment as "delivered" prematurely. Please wait another business day before reaching out to our customer support. If you live in an apartment building, please contact your leasing office because sometimes they do not deliver to the mailroom. If you live in a house, please check with other family members or roommates before contacting us. If you think your package was stolen, please file a missing package report with your local Post Office to ensure a full investigation.
How do you decide where to plant trees?
We work closely with multiple charities and find projects we think could really use our help! We make monthly donations based on sales and we will send you a keychain letting you know the species of tree and the location.