FAQ
How long is the delivery time?
Delivery time is 4-7 business days.
This also applies to jewelry with personal engraving. However, during busy periods, there may be longer delivery times.
Is the jewellery waterproof?
All the 18K gold-plated stainless steel products are 100% waterproof. The waterproof performance of copper and other metal products is relatively poorer.
Will the coating fade over time?
We have never experienced the color of our 18K gold-plated stainless steel products starting to change or fade over time.
Please note, however, that we do not recommend showering with the jewelry.
Can I make a symbol engraved?
Yes, please simply input symbol by your standard keyboard,such as '@' '#' '&' '$' or something else.
For custom-made gifts，Can I engrave other languages such as Arabic?
Unfortunately, we do not have the opportunity to engrave Arabic letters.
If you wish to engrave in another language, we recommend that you contact us before placing the order.
Are there any customs fees?
You will not be charged any customs fees by selecting our flat mail rate.
However, by choosing express shipping, you may be charged customs fees due to strict customs inspections.
Please note: We will only pay for the customs fees generated by flat mail.If you select express shipping, you will be charged for any customs fees.
What materials are your products made from?
Since there are a lot of items featured, they are made of different materials, such as high-quality stainless steel, 18K real gold, brass，and so on. Generally speaking, you can identify the material from the items’ “TITLE” or “MATERIAL AND DETAILS”. If you need further assistance, please contact us.
What payment options do you offer?
We accept multiple payment methods including: PayPal, credit cards. We are unable to accept payment via cash on delivery. You can select your payment method once you proceed to checkout.
How can I track my order?
You will receive a tracking number by email once the order is sent out, and you will be able to track the order status in the top right corner of any IVIAPRO Jewelry page by clicking “Track My Order”.
To track your order:
- Go to https://www.17track.net
- Enter the email used to place your order, then click “Check” or Just input the tracking number which we had sent you
- Click the yellow “Track” button for more detailed information.
How long before I receive my order?
It generally takes 3-7 business days to handcraft personalized photo charms before shipping. You’ll receive a tracking number by email automatically once it is sent out. The specific delivery time will depend on the shipment method you chose.
Shipping estimates are from the day of shipping, not from the order submission date. Customers are responsible for lost orders due to incorrect shipping information.
What should I do if I do not receive my order?
We encourage you to track your order online to avoid issues in the delivery process. If the delivery timeframe has passed, please contact us and our delivery carrier with the tracking number, as well as IVIAPRO Jewelry customer service. If your order is lost and your shipping address is correct and deliverable, we will arrange for a free replacement or issue an immediate refund upon confirmation.
Please remember:
- Shipping estimates are from the day of shipping, not from the order date.
- Customers are responsible for lost orders due to incorrect shipping information. So please make sure your address is correct and deliverable.
Can I cancel my order?
If you regret your purchase, please contact us as soon as possible if you wish to cancel your order.
If the order has already been placed, it is not possible to cancel the order.
How quickly do you process my return?
The processing time will normally be 3-5 business days from the time we have received the package.
When will the money be back in my account?
You should be able to see the money in your account within 3-5 business days from when we have received the package. If this is not the case, please contact us.
