To our valued customers and community,
Due to restrictions imposed by State and local governments in response to the COVID-19 pandemic, and for the health and well-being of our employees, we have limited distribution and fulfillment operations and are continuing our work from home policy for all non-essential employees. We are gradually increasing our distribution and fulfillment operations from North Carolina as notified by governmental authorities that it is safe to return to work. We will continue to increase our capacity as our suppliers come back online and market conditions allow. This limited capacity may continue to affect the processing and fulfillment of orders, product returns and repairs. Your order will ship based on the following time frames:
-For In-Stock Items: Expected to ship within three to seven business days. Please see product page for details.
-For Made to Order Items: Expected to ship within 15 business days. Please note, some products may see longer lead times pending operational availability.
We encourage you to continue to explore, share, shop, and purchase our amazing assortment of moissanite jewelry on our website.
As of May 15, 2020, product returns and exchanges, warranty repairs and ring resize requests will be accepted and processed.
If you placed an order between January 28, 2020 and April 30, 2020 you may have been affected by our facility shut-down in response to the COVID-19 containment efforts in North Carolina. We have extended the return period for products purchased during this time frame to June 30, 2020. Since we are operating at a limited capacity, it may take longer than normal to process returns, exchanges and repair requests. We appreciate your patience during this time.
To maintain the health and well-being of our employees, our customer service agents are working from home, but we are still available to assist you. If you have a question or concern, we offer several ways to reach us: either through email firstname.lastname@example.org, phone at 1-877-202-5467 or chat which is accessible through the bottom left-hand corner of your screen. Customer Service hours are Monday through Friday 9:00 AM – 6:00 PM ET.
We want you to know that we value and appreciate your choice to make Charles & Colvard a part of your life milestones and the everyday moments in between, especially during this time of uncertainty. Our thoughts are with all of you around the world. We thank you for being a part of the Charles & Colvard family and look forward to continuing to bring you brilliant symbols of love, commitment, and joy.
The Charles & Colvard Team