FREQUENTLY ASKED QUESTIONS
FREQUENTLY ASKED QUESTIONS
Below are some frequently asked questions.
Have a question that we haven’t answered? Email us and we will answer.
CARE & CLEANING FAQ
We warrant our liquid jewelry cleaners for one year from the date the product ships to you. If you are unsure of when your order shipped, your order number is marked on every carton label, and we can look up your order and tell you the ship date.
As with most consumer products, from sunscreens to eye creams, our products lose efficacy over time. There may be some change to the color or smell, but the product will not become damaging to jewelry, only slightly less effective as time passes. While our warranty period is for one year, we know many of our customers order product that lasts them well more than one year and do so without experiencing issues. That said, our recommended best practice is to order no more than a 12-month inventory of product.
The inner cloth is treated with a trade-secret tarnish remover and is designed for use on gold, silver and platinum jewelry and watches. The outer cloth is designed to buff and polish both metals and gemstones. This information is shared clearly on the care card packaged with each cloth. It is certainly possible that the inner cloth has been used on gemstones of different varieties by a user, but we have never been notified of any problem.
Our jewelry cleaning formulations have been used for decades by brands, large and small, worldwide. Many well-known companies have done extensive product testing with our product on pearl jewelry; none has ever reported any problems. If you would like to conduct product testing yourself, we are happy to provide bulk product for your QC team to use in testing.
You can also customize the care instructions on your jar, stick or foamer to better reflect the pearl jewelry you carry in your store. For example, our recommended jar language includes, “To clean strands, dampen a soft cloth with solution and wipe pearls.” This is because, while the formulation is safe for the pearls themselves, strung pieces should not be soaked in any liquid.
In the 60+ years we have been in business, we have never had a report from a consumer of jewelry being damaged when using our products as directed.
Each of our formulas is safe for the types of jewelry identified on the jar, bottle or instruction card. Our Fine and Natural Jewelry Cleaners are safe on fine gold and platinum jewelry as well as harder gemstones, such as diamonds. Our Gentle Jewelry Cleaner, Sparkle + Shine Stick and Foaming Jewelry Cleaner have been widely tested and are safe for all types of jewelry from delicate and porous gemstones such as pearls to treated gemstones, enamel and fashion jewelry.
Our jewelry cleaning formulations are generally non-toxic. Our Safety Data Sheets offer detailed information for each product and are available here.
If you or a customer has a safety concern, such as contact with eyes, skin or the product being consumed, you can call our office at 800.848.3582 or dial 911.
There is no regulatory body which issues rules or classifies non-food items as organic. As a result, the term “organic” is often misused when applied to consumer, household or beauty products. Our Natural Jewelry Cleaner is all-botanical, naturally derived and hypoallergenic; and it’s trade-secret formulation has earned a coveted EPA listing. In addition, our Fine and Gentle Jewelry Cleaners are non-toxic and biodegradable.
A Pantone color is a standardized color in the Pantone Matching System, which contains thousands of predetermined color formulas. Pantone inks, or PMS colors, are mixed to the desired color before the ink is applied to our polishing cloths, a process similar to how paint colors are mixed before you paint a wall.
PMS colors are designed to be printed on white substrates, such as paper. The darker the substrate, the less accurate the color will be. Because of this, screen printing a PMS ink color on our cream polishing cloths will produce a more accurate color than screen printing on our silver or black polishing cloths.
Our sophisticated cleaning formulations use surfactants or “surface active agents” which make the cleanser work more effectively than typical detergents. They work by lowering the surface tension between a liquid and a solid, which in the case of our jewelry cleaners allows the cleaning agent to slide over the jewelry to better remove dirt and oils. Trust us, they work cleaning magic.
Nearly 100 percent of our suppliers are based in the United States, with some minor components for a few products supplied from outside the United State. However, our products more than meet the standard for being labeled Made in USA based on Federal Trade Commission compliance standards. We are proud to design, print, label, package and ship our products from our factory in Columbus, Ohio.
If you would like to tour our manufacturing facility, please let us know. We would be proud to show you around.
Ask your Account Executive what the current lead time is for orders, as it varies throughout the year. The typical lead time for most orders is 6 weeks from artwork approval. For more customized jewelry cleaning systems, the lead time is 8 – 12 weeks from artwork approval.
If you need your order before the quoted lead time, we do offer both 2-week and 4-week rush service for an additional fee. Be sure to let your Account Executive know if you have a special event date by which you need your order.
Once your order is complete, it will typically ship via FedEx. The amount of time your order takes to ship depends on your ship point from our facility in Columbus, Ohio. For the continental United States, this varies from one to five days. You will be notified via email when your order ships.
We are able to ship on your FedEx account should you desire, but roughly 98 percent of our customers choose to have us ship on our account for two key reasons. First, we have negotiated better rates for our weight class (liquids are heavier), which we pass along to you. Second, there are special considerations required for shipping liquids, which we handle for you. All of our packaging has passed FedEx package testing, so if there is loss or damage we take full responsibility and handle the issue directly with FedEx.
That said, we are always happy to provide you with a shipping quote which you can use to compare to your own shipper’s rates.
We will always do our very best to accommodate your delivery window. If you need your product in time for a particular event, please let your Account Executive know at the time you place your order. If your event falls sooner than our standard 6-week lead time, we do offer both 4-week and 2-week rush service for an additional fee. Your Account Executive can help you determine the best option to meet your needs.
Standard terms are net 30 to companies with a Jewelers Board of Trade (JBT) rating of 1 or 2. If you do not have a JBT rating and are interested in establishing terms, you can contact your Account Executive to complete a credit application.
If you are on terms with us, you will be invoiced when your order ships. You can pay your invoice by check or by calling us with a credit card number. If you are not on payment terms, we ask that pay for your order with a credit card or check at the time you place your order. Contact your Account Executive to make payment; we accept Visa, MasterCard and American Express for payment.
As long as your order has not gone into production, we can usually accommodate requests for changes. It is possible that making changes will delay production of your order. Please contact your Account Executive with concerns or to make a change request.
We take every precaution to ensure that your shipment arrives in perfect condition, from the design of our jars to the shipping boxes to our choice of shipper. But sometimes problems do arise. We stand by our product and are here to make things right. If you have a problem with your order, please contact your Account Executive right away so that we can determine how best to proceed.
We are definitely experts at packaging liquids for safe shipment worldwide. We have determined specific packaging requirements for each of products, and all of our boxes and packaging configurations have been tested and passed with FedEx, our shipper.
Despite these precautions, periodically there will be damage in a shipment. If that occurs, simply contact your Account Executive and we will resolve the problem. When you ship with us using our FedEx account, your shipment is full-service. If there is damage, we will replace your product first and handle the issue with FedEx on our end. This is one of the reasons we encourage our customers to ship on our account rather than their own.
Most of our products can be shipped to any country, and our products are broadly distributed on six of seven continents. Contact your Account Executive for additional information on international services.
We have had many customers in Canada for decades and have Non-Resident Importer Status. This status allows us to collect duties, duties and fees, which means your shipment will clear customs more quickly and you enjoy the convenience of one invoice.