FAQs
- When will my item(s) ship?
Production begins within a few hours of purchase and may take between 3–5 business days depending on the complexity of the product.
Once produced, your item(s) will be shipped according to the shipping method selected at checkout.
- When will my item(s) be delivered?
Delivery times may vary depending on the shipping method selected:
- USA Standard: 3–5 Business Days – USPS/DHL – (FREE)
- USA Priority: 1–2 Business Days – FedEx – ($15.00)
Delivery times may increase slightly during peak seasons and holidays due to carrier delays.
We currently only ship within the USA.
- Where do you ship from?
All our products are crafted in the USA and shipped from our facilities located in Florida, Nevada, and Michigan, depending on product type and stock availability.
- I made a mistake while placing my order. How do I correct it?
Order details may be modified within 3 hours of purchase by contacting support@azulsierra.com.
Once production has begun, order modification or cancellation may no longer be possible.
Please see our Refund Policy for further details and instructions.
- How do I cancel an order?
Orders may be canceled within 3 hours of purchase. After this, production may have started, and cancellation is no longer possible.
In rare cases (e.g., credit card fraud or an unresolvable production error), cancellations and refunds may be granted at our discretion.
- How do I track my package?
You will receive an email with your order tracking number and courier information once your order is ready to ship.
- My order arrived damaged, what do I do?
If your item arrives damaged, defective, with incorrect personalization, or the wrong product was sent, contact us within 20 days of delivery with your order number and clear photos.
Once verified, we’ll send a free replacement (or remake if needed).
- If only part of your order is affected (e.g., chain, box, or card), we may replace just that part.
- If your package shows no tracking movement for 30 days (US), we will send a replacement.
- Photos or video may be required to verify the issue.
⚠️ Note: Tarnishing from improper care is not covered. Care instructions are provided on all product pages.
- How do I protect my jewelry?
Please see our Jewelry Care Guide for detailed instructions.
- I never received my "delivered" order?
If your tracking shows the order as “delivered” but you have not received it, we kindly ask that you first contact your courier with your tracking number.
Carrier Contacts:
- USPS (USA only): 1-800-275-8777
- FedEx (USA only): 1-800-463-3339
- DHL (International): 1-800-225-5345
At checkout you may add Package Protection, which covers one replacement if your order is marked “delivered” but not received.
- Claims must be filed within 2–15 business days of delivery.
- Package Protection covers replacement only, not refunds.
- Coverage depends on the protection tier you select.
- Items not covered by our Package Protection cannot be replaced.
- How do I contact you?
If you have any questions or need assistance, please email us at support@azulsierra.com or directly via our Contact Form.
Additionally, please review our following policies which may answer your questions: