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Jewel Safe™ Protection Plan FAQ’s

General Questions

Q: How does Jewel Safe™ work?

A: If you need to have your jewelry, gemstone, or watch serviced or would like to have your ring re-sized, you should call (800) 366-4010. An agent will submit a claim for you, explain the process and go over what to expect. You will receive a pre-paid mailing label with instructions through your email, or it will be sent to your mailing address if an email is not provided. Once you ship the product to the service center, the jewelry, gemstone or watch will be repaired and shipped back to you. If the service center is not able to repair the jewelry or watch for any reason you will receive a check for the purchase price of the jewelry, gemstone or watch, plus applicable taxes paid.

Q: Is Jewel Safe™ offered on waitlist items?

A: Yes, items on waitlist are eligible at this time.

Q: Does Jewel Safe™ cover the item only 1 time?

A: Jewel Safe™ offers unlimited repairs for the term of the plan. If the item is repaired and returned to you, Jewel Safe™ will continue to cover the item. If the service center is not able to repair the jewelry or watch for any reason you will receive a check for the purchase price of the jewelry, gemstone or watch, plus applicable taxes paid.

Q: Is Jewel Safe™ renewable?

A: No, Jewel Safe™ is not renewable at this time.

Q: How does a customer contact Jewel Safe™?

A: You can simply call Jewel Safe™ at (800) 366-4010, 8 a.m. EST to 11:00 p.m. EST, Monday thru Friday.

Q: Are customer’s able to return Jewel Safe™ Protection Plans?

A: You are able to return Jewel Safe™ for a full refund within the first 30 days after purchasing. Refunds after 30 days are subject to the Jewel Safe™ terms and conditions and vary by state.

Q: How does a customer transfer Jewel Safe™?

A: If you give the jewelry as a gift, sell the jewelry or the jewelry is now owned by a different person, Jewel Safe™ can be transferred to the new owner by calling (800) 366-4010, 8 a.m. EST to 11:00 p.m. EST, Monday thru Friday.

Q: Does the customer get the price of Jewel Safe™ back if the item is replaced?

A: No, we do not return the price of Jewel Safe™ since the benefits offered by purchasing it were used. We do send the customer a check for the full purchase price plus any applicable tax paid for the item covered by the Jewel Safe™ plan.

Q: If the item cannot be repaired, does Jewel Safe™ replace it with the same item if it is still in stock?

A:Yes. In the event your item cannot be repaired, we can choose to replace your item with new product with similar features.

Q: How much should I expect to pay for repairs?

A: You do not have to worry! With Jewel Safe™, there are no deductibles, shipping charges (either shipping to the service center or return shipping) or any other out-of-pocket expenses.

Jewelry Questions

Q: What is ring re-sizing?

A: Ring re-sizing is a benefit where Jewel Safe™ will size your ring 1 time during the Jewel Safe™ coverage period due to the ring no longer fitting as it did when it was purchased or originally sized. This benefit cannot be used within the first 30 days and should be used after you have obtained your original sizing from JTV upon purchase.

Q: Are semi-mounts covered under Jewel Safe™?

A: Semi-mounts and kits are not covered at this time under Jewel Safe™.

Q: Are pearls covered under Jewel Safe™?

A: Yes, pearls are covered under Jewel Safe™! Stretched or broken pearl strands, which are expensive to repair, are only two of the valuable benefits included with Jewel Safe™.

Q: What do the normal wear and tear coverage’s for jewelry offered by Jewel Safe™ include?

A: Damage to any stone (cracked, chipped, scratched); loss of gemstones due to defects in settings; broken chains, links or clasps; broken, worn or bent prongs; dented or misshapen jewelry; metal re-plating; cracked or thinning bands; kinks or knots in chains; broken earring posts; stretched or broken pearl strands and 1 ring re-sizing.

Gemstone Questions

Q: If my stone requires re-cutting or re-polishing will I lose stone weight?

A: During this process the stone can lose carat weight based on the location of the damage and extensity of the damage.

Q: Are parcels covered under Jewel Safe™?

A: Parcels are not covered at this time under Jewel Safe™.

Q: What do the normal wear and tear coverage's for gemstones offered by Jewel Safe™ include?

A: Damage to any stone (cracked, chipped, scratched) not resulting from mishandling of the stone or damaged resulting from 3rd parties.

Watch Questions

Q: Is water damage covered for watches?

A: Yes, water damage is covered for watches only if used under conditions that do not exceed the manufacturer’s water resistance guidelines.

Q: What do the normal wear and tear coverage’s for watches offered by Jewel Safe™ include?

A: Damage to the crystal (scratches, cracks, chips, breakage); movement; clasps; band (breakage of metal or leather discoloration); bezel; stem and crown damage and moisture damage. Cosmetic damage that does not impede the functionality of the watch is not covered.

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