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UROCK Help Center

Find answers to frequently asked questions

<h3 id="what-is-the-status-of-my-order">What is the status of my order?</h3><p>Once you have placed your order, we will send you a confirmation email to track the status of your order.</p><p>Once your order is shipped we will send you another email to confirm you the expected delivery date as well as the link to track your order (when the delivery method allows it).</p><p>Additionally, you can track the status of your order by visiting our <a href="https://urockjewelry.com/a/track" rel="noopener noreferrer" target="_blank"><strong>Order Tracking Page</strong></a> and entering your order number for details</p><h3 id="can-i-change-my-order">Can I change my order?</h3><p>We can only change orders that have not been processed for shipping yet.</p><p>Once your order is under the status &quot;Preparing for Shipping&quot;, &quot;Shipping&quot; or &quot;Delivered&quot;, then we cannot accept any edits to your order.</p><p>To make changes to your order, please <a href="https://help.urockjewelry.com/en-US/contact" rel="noopener noreferrer" target="_blank"><strong>reach out to our support</strong></a>.</p><h3 id="where-do-you-ship">Where do you ship?</h3><p>We currently ship worldwide out of our fulfillment center located in New York, US.</p><h3 id="how-long-does-it-take-to-ship-my-order">How long does it take to ship my order?</h3><p>Once you&apos;ve placed your order, it usually takes 1-2 business days to process it for delivery.<br>Standard shipping time for the US orders is 1-5 business days. International shipping times vary.</p><h3 id="isPasted">Where do you ship from?</h3><p>All orders are shipped out of our warehouse in New York, US.</p>

General

Find answers to frequently asked questions about payments

<h3 id="what-payment-methods-do-you-accept">What payment methods do you accept?</h3><p>You can purchase on our website using a debit or credit card.<br>We additionally offer support for Affirm*, PayPal, Apple Pay, and Google Pay.<br>You can chose these payment methods at checkout.</p><h3 id="which-currency-will-i-be-charged-in">Which currency will I be charged in?</h3><p>We charge our customers in their local currency, though our original pricing is in USD.<br>If your credit or debit card use another currency, then you will be charged in USD.<br>Your bank will apply the corresponding &#xA0;conversation rate of the currency you choose.</p><h3 id="do-you-offer-3-or-4-times-payment-option">Do you offer 3 or 4 times payment option?</h3><p>We accept 3 times payment thank to our partner Affirm.<br>You will be able to chose that payment option on checkout.</p><p><span style="font-size: 12px;">*</span><span id="isPasted" style="caret-color: rgb(0, 0, 0); color: rgb(0, 0, 0); font-family: Helvetica; font-size: 12px; font-style: normal; font-variant-caps: normal; font-weight: 400; letter-spacing: normal; text-align: start; text-indent: 0px; text-transform: none; white-space: normal; word-spacing: 0px; text-size-adjust: auto; -webkit-text-stroke-width: 0px; text-decoration: none; float: none; display: inline !important;">Payment options through Affirm are subject to eligibility, may not be available in all states, and are provided by these lending partners:&#xA0;</span><span style="font-size: 12px;"><a href="http://affirm.com/lenders" style="font-family: Helvetica; font-style: normal; font-variant-caps: normal; font-weight: 400; letter-spacing: normal; orphans: auto; text-align: start; text-indent: 0px; text-transform: none; white-space: normal; widows: auto; word-spacing: 0px; -webkit-text-size-adjust: auto; -webkit-text-stroke-width: 0px;">affirm.com/lenders</a></span><span style="caret-color: rgb(0, 0, 0); color: rgb(0, 0, 0); font-family: Helvetica; font-size: 12px; font-style: normal; font-variant-caps: normal; font-weight: 400; letter-spacing: normal; text-align: start; text-indent: 0px; text-transform: none; white-space: normal; word-spacing: 0px; text-size-adjust: auto; -webkit-text-stroke-width: 0px; text-decoration: none; float: none; display: inline !important;">. CA residents: Loans by Affirm Loan Services, LLC are made or arranged pursuant to a California Finance Lenders Law license.</span></p>

Payment

Find answers to frequently asked questions about shipping

<h3 id="where-do-you-ship">Where do you ship?</h3><p id="isPasted">We currently ship worldwide.</p><h3 id="isPasted">How long does it take to ship my order?</h3><p>Once you&apos;ve placed your order, it usually takes 24 to 48 hours to process it for delivery.<br>Standard shipping time for the US orders is 1-5 business days. International shipping times vary.</p><h3 id="where-do-you-ship-from">Where do you ship from?</h3><p>All orders are shipped out of our warehouse in New York, US.</p><h3 id="do-you-offer-expedited-or-fast-shipping">Do you offer expedited or fast shipping?</h3><p>We offer expedited shipping within the US. You can see the pricing for it at checkout.</p><h3 id="how-can-i-track-my-package">How can I track my package?</h3><p>Once you have placed your order, we will send you a confirmation email to track the status of your order.</p><p>Once your order is shipped we will send you another email to confirm you the expected delivery date as well as the link to track your order (when the delivery method allows it).</p><p>Additionally, you can track the status of your order by visiting our <a href="https://urockjewelry.com/a/track" rel="noopener noreferrer" target="_blank"><strong>Order Tracking Page</strong></a> and entering your order number for details.</p><h3 id="what-if-im-not-home">What if I&apos;m not home?</h3><p>If you&apos;re not home, a new delivery will be performed the next day or the delivery partner will reach out to schedule a new delivery date depending on the country and delivery method you choose.</p><p>You may also have to go to your local post office to collect your package in case it cannot be delivered to you.</p><h3 id="will-i-pay-taxes-for-international-shipping">Will I pay taxes for international shipping?</h3><p>Deliveries in Europe will have to pay custom taxes.</p><p>Our delivery partner will handle the clearance and will invoice you in local currency for the duties and taxes linked to your order.</p><p>For more information, please refer the to website of the delivery partner handling your delivery.</p>

Shipping

Find answers to frequently asked questions about returns

<h3 id="do-you-accept-returns">Do you accept returns?</h3><p>We have a 30-day return policy, which means you have 30 days after receiving your item to submit a return request.</p><p>To be eligible for a return, your item must be in the same condition that you received it, unworn or unused, and in its original packaging. You&#x2019;ll also need the receipt or proof of purchase.</p><p>To ask for a return, <a href="https://help.urockjewelry.com/en-US/contact" rel="noopener noreferrer" target="_blank"><strong>please contact our support</strong></a>.</p><h3 id="can-i-exchange-an-item">Can I exchange an item?</h3><p>We do accept exchanges and they follow the same conditions as returns.</p><p>In order to ask for an exchange, please mention that you would like your item to be exchanged with another item when preparing your return with our support.</p><h3 id="are-returns-free">Are returns free?</h3><p>Returns within the US are free. You can refer to the delivery paper within your package to perform organize your return.</p><p>Returns from outside of the US are the responsibility of the buyer.</p><p>Feel free to <a href="https://help.urockjewelry.com/en-US/contact" rel="noopener noreferrer" target="_blank"><strong>contact one of our support agents</strong></a> for more details.</p><h3 id="how-long-does-it-take-to-process-a-return">How long does it take to process a return?</h3><p>Returns are confirmed within 14 days of receiving the package at our warehouse.</p><p>Once your return is accepted, the reimbursement, exchange or credit will be issued within 14 days of our services accepting your return.</p><h3 id="isPasted">Can I return a Gift Card?</h3><p id="isPasted">Unfortunately, we cannot accept returns on sale items or gift cards.</p>

Returns

Find answers to other frequently asked questions

<h3 id="do-you-have-physical-stores">Do you have physical stores?</h3><p>We currently don&apos;t have any physical stores.</p><h3 id="is-there-a-warranty">Is there a warranty?</h3><p>We guarantee all of the UROCK products sold through our online store to be free of defect. We would gladly accept any return or exchange request resulting from a defective item granted that it was not damaged by the buyer.</p><p>If you have a return or exchange request resulting from a defective item <a href="https://help.urockjewelry.com/en-US/contact" rel="noopener noreferrer" target="_blank"><strong>please reach out to our support</strong></a> for more information on how to proceed.</p>