Help

Orders

How do I place an Order?

What is Quick Buy?

Do I need a different account to order online?

What if I forget my password?

What are your payment options?

For what states do we collect sales tax?

How can I check the status of my order?

Why is my order on "Hold"?

Why is my order on "Unable to Authorize"?

What is "Waiting to Ship"?

How/when will my order ship? 

Why haven't I received my order?

Can I cancel an order via email?

How do I apply a coupon to my order?

Why am I unable to add items to my cart?

How do I place an Order?

The instructions below are your step-by-step guide for placing an order:

  1. Choose a Product On the Product Information page of the product you'd like to purchase, choose your desired quantity. *For certain products, sizing, appraisal and/or warranty may be chosen before adding the item to your shopping cart. If these options are not listed on the Product Information page, then they are not available for that product.
  2. Add to Cart Once all applicable options have been chosen, select Add to Cart and the product will be placed in your Mini Cart. You can view the items in your cart by selecting View Your Cart or begin the checkout process by selecting Checkout. If you wish to continue shopping, you may return to your cart at a later time by double clicking on the Mini Cart image at the top of the page.
  3. Shopping CartOnce inside the shopping cart, you will have the opportunity to make adjustments to your order before checking out. You can change the quantity of your item(s), choose a shipping method or enter a promotion code. You may also choose to move the product from your Shopping Cart to your Shopping List by clicking on the Save for Later link, for a future purchase reminder. Once you make adjustments, select Update and the Shopping Cart will reflect your changes. To remove any item(s), click on the Remove link. Note: Items in your Shopping List are not on reserve for you while they are there--it's just a reminder. These items can still sell out.
  4. Sign InWhen Checkout is selected, you will be asked to Sign In using your E-mail address and password if you are not logged on already. If you are a new customer, you may select Create an Account and become a registered member. This will save time on future shopping as well as give you access to services available only to registered customers. You may also select Continue as a Guest and make a purchase without registering. If already logged in, selecting Checkout will take you to the address information page where you will continue the order process.
  5. Shipping Address InformationThe Address Information page is where you can add a shipping address or, for registered customers, select an address you already have on file. Once you complete the shipping address information, you may select the check box below the information to make your billing address the same as your shipping address. This will automatically populate the billing address information fields on the next page. You will also have the opportunity to “ship to multiple addresses”. Click the multiple address link, select or add all desired address and shipping information for each product and then choose Continue Checkout to proceed to Payment Information.
  6. Payment InformationOn the Payment Information page, you must select your method of payment and enter your billing address. You may also enter any promotional codes at this time. Under the Payment Method section, select your method of payment and enter the appropriate information into all applicable fields. For registered customers, you may select a payment method already on file or create a new one. If you have a promotion code, enter the code in the box under “have a promotion code?” and then select Apply Code. The billing address section will be filled with your previously entered address information if you selected “make this my billing address” on the Address Information page. However, you will need to add your Phone and Email information. Registered customers can choose from billing addresses already on file. For new billing addresses, enter each field with your billing information and hit Continue Checkout.
  7. Order Review On the Order Review page, check your order information to verify that everything is correct. To make changes to your order, billing or shipping address, select edit in the appropriate section. Save all changes. Verify that your order information matches your changes. After you've confirmed all information, select Place Order.
  8. Receipt Thank you! Print a copy of your order receipt for your records. Jewelry Television® will also send you an E-mail confirmation of your order.

What is Quick Buy?

Logged in customers selecting Quick Buy from the Shopping Cart will be taken directly to the Order Review page. From here, follow steps 7 and 8 from How do I place an Order?

Do I need a different account to order online?

No. You simply need to register on the Jewelry Television® website. If desired, you may have separate accounts in the system. However, each account must be registered with a different email address.

What if I forget my password?

Access the Password Reminder. Or you can select My Account at the top or bottom of page. Then select “Forgot Your Password?” under the sign in button and enter the email address you used when you registered. After selecting Submit, Jewelry Television® will send your password to your email account.

What are your payment options?

Jewelry Television® currently accepts Visa, MasterCard, Discover, and American Express (and the debit cards backed by any of the previously mentioned companies), as well as PayPal, Bill Me Later, and our own private-label retail credit card, Jewelry Television® Preferred Account. Learn more about PayPal, Bill Me Later, and the Jewelry Television® Preferred Account.

For what states do we collect sales tax?

We collect sales tax for purchases shipped into Tennessee.

Use Tax Notice for Kentucky, Oklahoma, South Dakota and Vermont purchasers.

For those customers having packages shipped to Kentucky, Oklahoma, South Dakota, or Vermont, the laws of these states require us to give you the following notice:

We are not required to collect and we do not collect Kentucky, Oklahoma, South Dakota, or Vermont sales or use tax. Your purchase is subject to use tax unless it is specifically exempt from taxation. Your purchase is not exempt merely because it is made over the Internet or by other remote means. Each of these states requires that purchasers who have products shipped or transported into the state report all purchases that were not taxed and pay taxes on those purchases. The Kentucky tax may be reported and paid on the Kentucky individual income tax return or by filing a consumer use tax return with the Kentucky Department of Revenue. These forms and corresponding instructions may be found on the Kentucky Department of Revenue’s Internet Web site. The Oklahoma tax may be reported and paid on the Oklahoma individual income tax return [Form 511] or by filing a consumer use tax return [Form 21-1]. The referenced forms and corresponding instructions are available on the Oklahoma Tax Commission website, www.tax.ok.gov. The Vermont tax may be reported on the Vermont use tax form, which is available on the Vermont Department of Taxes website. The South Dakota tax may be reported and paid using the use tax form, which is available (along with instructions) on the Department of Revenue and Regulation website.

How can I check the status of my order?

Select Order Status at top of page. You will be taken to the Order Status page. To verify your identity in order to gain access to your order status you can enter your Order ID and the phone number used to place your last order. Click the 'View Order Status' button and Jewelry Television® will provide you with the latest update on your order.

Why is my order on “Hold”?

An order is placed on hold when we do not have the correct billing address for the credit card you provided. This situation can be resolved by contacting Consumer Protection at (800) 931-7001. Please give them the address where you receive your statement. Once this is resolved, your order will be released for processing. Also all E-check orders have a 7 day hold period.

Why is my order on “Unable to Authorize”?

An order is placed on “UA” status when we are unable to obtain authorization from your credit card provider. For assistance, please contact our Consumer Protection department at (800) 931-7001. Once the authorization is obtained, your order will be released for processing.

What is “Waiting to Ship”?

The “Waiting to Ship” status indicates that your order is being packaged and prepared for shipping. An order cannot be cancelled once it has reached this stage.

How/when will my order ship?

Credit Card, PayPal, Bill Me Later and Jewelry Television® PreferredAccount Orders may take up to 14 business days for shipment. Bank draft (broadcast only), or eCheck orders (broadcast only) may take up to three to four weeks for shipment.

Standard shipping for all packages will be through various methods. Jewelry Television® will only ship packages via expedited carrier when a customer asks to expedite their shipping for an additional fee. The shipping chart can be viewed in the Shipping section of the Help page.

Why haven’t I received my order?

If you have still not received your item 10 days past the ship date, please contact the Customer Experience Team at (800) 550-8393. They will investigate and begin the claim process for you.

When you receive the claim form, please sign it and return it to us. The claim form is a legal, binding document used for our investigation purposes. We will begin processing your refund once we receive this form.

Can I cancel an order via email?

The Customer Experience Team can cancel your order as long as the order is still being processed. To check the status of your order, see How can I check the status of my order? Once your status reaches waiting to ship, you can no longer cancel the order. To cancel, please provide the specific order number for your item. *To locate this number simply revisit the email confirmation you received after placing the order. If your order contains multiple items, please provide both the order number and the specific item number of the product you wish to cancel. You may email a cancellation request with the number(s) to the Customer Experience Team at CustomerCare@jtv.com.

Note: There is a 24 hour turn-around time for cancellations made via email.

How do I apply a coupon to my order?

After you have added an item to your cart (see How do I place an order?), and have proceeded from the Checkout screen to the Payment Information page, you should see a box labeled, “have a promotion code?” directly under your payment options. If you have a coupon or discount, you may apply it by entering your code and clicking “Apply Code.” Your subtotal will be adjusted accordingly. After applying any applicable discounts, click “Continue Checkout” to proceed with your order.

Note: JTV.com coupons do not apply to JTVAuctions.com and cannot be combined with any other offers. Limit one coupon per order.

Why am I unable to add items to my cart?

If you are having trouble signing in or adding items to your shopping cart, please check that your web browser's cookies are enabled. Enabling your cookies will insure the ability to log in with your saved account information and place an order. If your browser's cookies are disabled, you will be unable to reach your account or purchase products from JTV.com. To find out more about enabling and disabling cookies, consult your browser's help site.

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