Frequently Asked Questions
1. When will my order ship?
Orders are typically processed and shipped within 2 business days after the order is placed, excluding weekends and public holidays.
Once your order has shipped, you will receive a confirmation email with tracking information.
2. What countries do you ship to?
We primarily serve customers in the United States and also offer international shipping to many countries.
Please note that international shipping availability may vary depending on local logistics policies, customs regulations, and destination-specific restrictions. If you are unsure whether we ship to your location, feel free to contact our customer support team for assistance.
3.Do you offer customization services?
At this time, we do not offer customization of materials or designs.
Customization options may be introduced in the future. Please follow our website for updates on new services and product offerings.
4. How do I take my measurements?
Measurement guides are available on each product page for items such as rings and bracelets. Please refer to the sizing images provided at the bottom of the product page.
If you are unsure about your size, you are welcome to contact our customer support team for guidance before placing your order.
5.My tracking shows “Delivered” but I haven’t received my package. What should I do?
In some cases, carriers may leave packages in secure locations such as near the mailbox, at a building entrance, or with a neighbor.
We recommend:
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Checking nearby areas around your delivery address
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Confirming with household members or neighbors
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Contacting the local carrier directly using the tracking information
If you are still unable to locate your package, please contact us and we will assist you in reviewing the delivery status with the carrier.
6.How can I track my package?
Once your order has shipped, a tracking number will be sent to you via email.
You can track your shipment by visiting the carrier’s website and entering your tracking number.
For example, some international orders may be shipped via YunExpress:
7. Why can’t I see tracking information yet?
Tracking information may take 2–5 business days to update after shipment, depending on the carrier and destination.
If tracking details are not immediately available, please check again after 1–2 days. If you need assistance, our customer support team will be happy to help.
8. Why hasn’t my shipment status been updated?
Shipment delays can occur due to factors such as customs inspections, weather conditions, or carrier backlogs.
If your shipment has not updated for an extended period, please contact us and we will assist in checking with the carrier.
9.What payment methods do you accept?
We accept a variety of secure payment methods through our payment service providers, including:
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Credit and debit cards, such as Visa, MasterCard, American Express, Discover, and other major card networks
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PayPal
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Apple Pay (available on supported devices and browsers)
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Google Pay (available on supported devices and browsers)
All payments are processed securely via trusted third-party payment platforms, including Stripe, to ensure the safety of your transaction and personal information.
Availability of certain payment methods may vary depending on your device, browser, and location.
10. What is your return policy?
If there is an issue with your order (such as a product defect, damage, or order error), please contact us within 30 days of receiving your item.
All return and refund requests are reviewed according to our Return & Refund Policy.
Please do not send items back without prior authorization.
Customers are responsible for return shipping costs unless otherwise stated. Original shipping fees are non-refundable.
We reserve the right to refuse return requests that do not meet the conditions outlined in our Return & Refund Policy.
For full details, please visit our Return & Refund Policy page.
Need further assistance?
If you have any questions that are not answered here, please contact us:
📧 support@xymqjewelry.com
We typically respond within 24–48 business hours.