FTJCo's Complete Client Care

Everyone at FTJCo strives to give our clients the kind of experience that we would want from a fine jeweller.  That’s why we researched the customer service policies of many online & traditional jewellers in order to design policies that represent the best client experience we can offer.

Unless otherwise part of your terms of sale, all FTJCo clients enjoy:

•   30 Day Returns (details below)

• 90 Day Repurchase (details below).

•   Free shipping in Canada and free shipping to the contiguous U.S. for purchases over $350.

•   A free one-year, all-perils insurance policy from Jewelers Mutual. (Requires a separate application & minimum purchase--details below).

•   An independent third-party appraisal of any item priced at $3000 before taxes and all engagement rings priced at $2000 before taxes.

•  A free resize within one size, and within the first year of ownership, subject to these conditions.

•   A lifetime warranty to repair or replace any item with defects in workwomanship, as determined by FTJCo.  Specific details below.

•   Membership in our unique referral program which can save your friends up to $100 on purchases and earn a $50 store credit for you.  Details at ftjco.com/refer

Returns:

If you need to return your FTJCo piece for a resizing, refurbishment or repair, please complete the form on this page.

 

Returns for Ready to Wear Items

 Anything you purchase from our Ready to Wear Section

1. Returns within 30 days of your order being ready for pick-up or 30 days from the date of shipment:

Full refund to the original method of payment subject to these terms: Items with defects may be rejected for refund or assessed a minimum $75 refurbishment fee at the discretion of FTJCo.  Resized or personally engraved (for example, if you have your wedding date or initials engraved inside) items receive a store credit rather than a refund. Items that included an original, printed, diamond and/or gem certificate will be charged $250 to replace those certificates, if they are not included with your return.  Any insurance premium paid by FTJCo for the item(s), will be deducted from any refund or store credit.  You must complete the Return Merchandise Authorization form here;  do not ship anything back to us without authorization.

Note that for payments made via crypto currency, your refund will be less any miner & exchange fees levied by Bitpay for the purchase.  Bitpay pays out in USD and your refund will be paid out in equivalent Canadian dollars (via e-transfer) based upon the Bank of Canada Rate on the day you made your purchase.  Your refund will be made within five (5) business days of the date of your return after we have verified the condition per the terms above.

2. Returns within 90 days of your order being ready for pick-up or 90 days from the date of shipment:

FTJCo will repurchase your item at 50% of the original invoice pre-tax amount or 70% of the original pre-tax amount as a store credit.  Resized or engraved items receive a store credit only for an agreed repurchase price.  Items that included an original, printed, diamond and/or gem certificate will be charged $250 to replace those certificates, if those certificate(s) are not returned.  Any insurance premium paid by FTJCo for the item(s), will be deducted from the repurchase price.  You must complete the Return Merchandise Authorization form here;  do not ship anything back to us without authorization.

Conditions apply; details below.

3. After 90 Days, apply for consignment.

 

Anything you purchase from our Unique Gems Section

1. Returns within 30 days of your order being ready for pick-up or 30 days from the date of shipment:

Full refund to the original method of payment after the return has been approved.  The gem/diamond must be unset, in original condition and include any packaging & certifications it shipped with.  Items with defects may be rejected for refund or assessed a refurbishment fee at the discretion of FTJCo. Items that included an original, printed, diamond and/or gem certificate will be charged $250 to replace those certificates,  if those certificate(s) are not returned.  Any insurance premium paid by FTJCo for the item(s) and/or any setting charges, will be deducted from any refund or store credit.  You must complete the Return Merchandise Authorization form here;  do not ship anything back to us without authorization.

2. Returns within 90 days of your order being ready for pick-up or 90 days from the date of shipment:

Repurchase - FTJCo will repurchase your item in original condition at 70% of the original purchase price+any applicable taxes.  Items that included an original, printed, diamond and/or gem certificate will be charged $250 to replace those certificates, if those certificate(s) are not returned.  Any insurance premium paid by FTJCo for the item(s) and/or any setting charges, will be deducted from the repurchase price.  You must complete the Return Merchandise Authorization form here;  do not ship anything back to us without authorization.

Returns for Made to Order Styles or our Ready to Set Styles

Any piece we make to order for you from our rings, bands or ready to set sections that have not been personally engraved and where FTJCo supplies all of the gems and/or diamonds.

1. Returns within 30 days of your order being ready for pick-up or 30 days from the date of shipment:

Full refund as store credit after the return has been approved OR a refund to the original method of payment, less a 20% restocking charge+applicable taxes.  The item(s) must be in original (new) condition and include any packaging & certifications it shipped with. Items with defects may be rejected for refund or assessed a minimum refurbishment fee of $75 at the discretion of FTJCo.  Items that included an original, printed, diamond and/or gem certificate will be charged $250 to replace those certificates if they are not returned.  Any insurance premium paid by FTJCo for the item(s) or rush fees will be deducted from the refund or credit.  You must complete the Return Merchandise Authorization form here;  do not ship anything back to us without authorization.

FTJCo will repurchase your item in as new condition, with all original packaging, at 70% of the original purchase price+any applicable taxes.  Items with defects may be rejected for repurchase, assessed a minimum refurbishment fee of $75 at the discretion of FTJCo or offered a lower percentage for repurchase.  Items that included an original, printed, diamond and/or gem certificate will be charged $250 to replace those certificates, if they are not returned.  Any insurance premium paid by FTJCo for the item(s) or rush fees will be deducted from the repurchase price.  You must complete the Return Merchandise Authorization form here;  do not ship anything back to us without authorization.

 

Returns for Custom or Customized Styles

Any custom or customized piece we make to order for you that has not been personally engraved and where FTJCo supplies all of the gems and/or diamonds.

1. Returns within 30 days of your order being ready for pick-up or 30 days from the date of shipment:

Full refund as store credit after the return has been approved.  The item(s) must be in original (new) condition and include any packaging & certifications it shipped with. Items with defects may be rejected for refund or assessed a minimum refurbishment fee of $75 at the discretion of FTJCo.  Items that included an original, printed, diamond and/or gem certificate will be charged $250 to replace those certificates if they are not returned.  Any insurance premium paid by FTJCo for the item(s), will be deducted from the credit.  You must complete the Return Merchandise Authorization form here;  do not ship anything back to us without authorization.

FTJCo will provide a store credit for your item in as new condition, with all original packaging, at up to 70% of the original purchase price+any applicable taxes. Items with defects may be rejected for repurchase, assessed a minimum refurbishment fee of $75 at the discretion of FTJCo or offered a lower percentage for repurchase.  Items that included an original, printed, diamond and/or gem certificate will be charged $250 to replace those certificates, if they are not returned.  Any insurance premium paid by FTJCo for the item(s), will be deducted from the repurchase price.  You must complete the Return Merchandise Authorization form here;  do not ship anything back to us without authorization. If you prefer cash over a store credit, you can also apply for consignment.

 

Definitions:

Personally Engraved

Any engraving done via hand or laser that is particular to you.  For example, if you have your wedding date or initials engraved inside or we have engraved a pattern or graphic that is particular to you.

 

Store Credit

This will take the form of a credit to your account; store credits are not gift cards and cannot be used to purchase gift cards.  Credits can be transferred to another individual (a $25 admin fee applies) and automatically expire after three years from the date of issue, unless otherwise stated on your FTJCo invoice.  Store credits from cancelled made to measure orders expire after six months from the date of the original invoice.

Refund Less Restocking

A refund made in the same form of payment or by company cheque (at FTJCo’s discretion) of the total invoice amount the invoice less a 20% restocking charge+applicable taxes.  A restocking charge partially compensates the company for the time and labour spent making the item. We are not aware of any jewellery companies that offer any refunds beyond 30 days on made to order items.

Percentage Repurchase

FTJCo may, at its discretion, and depending upon the condition and how easily the item can be refurbished and resold repurchase your item for either a payout or store credit, less refurbishment charges.  Refurbishment charges start at $150.

For Store Credit

FTJCo will repurchase your item at 50% of the original pre-tax price in exchange for a store credit.  So, for example, if you purchased an item for $5000 + any applicable taxes, we would repurchase the item from you for $2500, less a minimum $150 refurbishment fee and issue a store credit for $2350.

For Cash

FTJCo will repurchase your item at 25% of the original pre-tax price and pay you via cheque or e-transfer.  You will need to sign a declaration that you legally own the item and have a right to sell it.  So, for example, if you purchased an item for $5000 + any applicable taxes, we would repurchase the item from you for $1250, less a minimum $150 refurbishment fee and issue a payment to you for $1100.

   Lifetime Warranty & 1 Year of All Perils Insurance Policy

We stand behind the workwomanship of every piece of jewellery we produce.  If there's ever a problem related to the manufacturing of your item, we'll fix it.  This warranty does not cover events resulting from lack of maintenance or excessive wear.  And it does not cover the loss of diamonds or gems under any circumstances.

It is important that you maintain proper travel, homeowners or renters insurance to guard against losses.  We suggest that you maintain the Jewelers Mutual policy, should your ring have included that.

We also offer a year of complimentary all-perils insurance from Jewelers Mutual on all of our jewellery where we supply the all of the diamonds & gems, any item priced at $3000 or more before taxes and all engagement rings that cost $2000 or more before taxes, again where we have supplied all of the diamonds and gems.   Why? Well, when you get something new, something precious and yes, something expensive, you naturally worry about it. Our complimentary insurance covers almost anything that can happen. So if your ring is left at the club, dropped in the lake or mysteriously disappears, don't worry... you're covered!  And once the first year is completed, you can opt to renew the insurance. But the first year's premium is on us!

This policy is offered only for residents of the U.S. & Canada (except Quebec)

1. Term: 1 Year (Clients are encouraged to renew; your set of 2 wedding bands and other purchases from FTJCo are also covered when added to an existing policy).
2. Deductible: $0 (if permitted by Jewelers Mutual--for some policies, they require a deductible).
3. Covers: repair or replacement of your pieces; theft, damage, loss, worldwide travel and even mysterious disappearance.
4. Also includes preventative repairs for any jewellery purchased from us: prong re-tipping; repair of broken, worn or bent prongs; clasp replacement; restringing of broken or stretched pearl strands; stone tightening; repair of broken earring posts.

You must apply for coverage through Jewellers Mutual, as FTJCo cannot legally do so on your behalf.

Insurance Terms: If you already have a current policy with Jewelers Mutual, FTJCo will pay the premium for the first year of coverage for any items purchased from FTJCo.

Coverage

Get your coverage in place at: https://my.jewelersmutual.com/jewelry-insurance-quote-apply

Email your proof of payment to insurance@ftjco.com and we will refund you, by e-transfer, the first year's premium.

This must be completed within 90 days of your item being ready for pick-up or the date it shipped.

Metal Allergies

Our white gold is made with palladium, rather than nickel, and FTJCo's choice to only use this nickel-free gold has given our clients a lot of comfort and reassurance that there is almost no chance they will react to our white gold.  Over the years we have had a few clients who have severe metal allergies and for whom platinum is the only choice.  In these instances, FTJCo will remake your piece in platinum and only charge the difference between what you paid for the 18K gold and what you would have paid had the piece had the original order been for platinum.   

Outbound Shipping & Delivery Times

Every piece we make is made for you specifically using curated gems and diamonds you choose.  Your item has a specific CAD model that has been designed to fit you and the gems/diamonds you’ve chosen for your special piece. We produce everything in house and the only thing we use partners for is hand engraving, platinum and some specialized setting.

Made to Measure rings & bands in gold ship in 6-8 weeks; for platinum please allow 8-9 weeks.

Your order’s progress can be tracked through our ftjco.com/status app which lists the names of real people, doing hands-on work on your project.

Ready to Wear items ship within a few days of your order so that we can do credit card fraud checks and due diligence before shipping.  Sometimes we will request an image of the credit card used and a driver’s license with the same billing address before shipping.  We apologize in advance for this inconvenience--but the cost of insurance for credit card fraud is about 20% of the value of the sale and we would rather keep our items affordable, rather than building in this cost for everyone who orders from us.

Shipping in Canada and the contiguous United States is free for purchases over $350.  For purchases $350 or less, our flat rate shipping is $39.

For many other destinations, shipping is a flat rate of $50 but some destinations cost more.  Your FTJCo consultant will advise you.

Inbound Shipping (Shipping to FTJCo)

Please avoid sending items to us without prior notification. For returns, ensure you have completed our Return Merchandise Authorization form and received approval. For repairs or resizing, contact us at sales@ftjco.com before dispatching any items.

If you have purchased an engagement or custom ring from FTJCo, it, along with your FTJCo wedding bands, would include one year of Jewelers Mutual insurance.* This policy, which we recommend maintaining beyond the first year, covers any losses during shipment back to us. If you lack this coverage, we advise obtaining separate insurance through your courier.

For shipping, opt for a service that provides overnight delivery and a tracking number to minimize loss risk. We prefer FedEx, but Purolator and Priority Post are also acceptable; however, we do not recommend using UPS.

If you are shipping to us from outside of Canada, we will provide you with the appropriate customs forms to include with your shipment.

*Application to Jewelers Mutual is required separately; details are provided on your invoice.

   Rush Services

We do offer Rush Services for our made to order/measure items wherein your order is put through production on its own.  To cover the cost of this, we do charge fees as listed below.

Rush Services for Bands

If you need things sooner, we can lend you plain bands (at no charge) for your ceremony while your rings are in production. 

 

Delivery from Deposit Date	2 Weeks	4 Weeks	6 Weeks
18K Gold Plain Bands	$275 per band	$175 per band	$100 per band
18K Gold Gem-Set / Complex Bands	$300 per band	$250 per band	$200 per band
Plain Platinum Bands	Not Available	$200 per band	$150 per band
Gem Set Platinum Bands	Not Available	Not available	$300 per band

*Add an additional $100 for hand engraved items.  Note that your FTJCo rep will advise if hand engraving is possible for your timeline because sometimes our ability to meet these deadlines depends upon our hand engravers' workload.

 

Rush Services for Rings

If you need things sooner, we can lend you one of our available loaner ring styles (at no charge) for your ceremony while your rings are in production.

 

Delivery from Deposit Date	2 Weeks	4 Weeks	6 Weeks
Solitaire Rings	$325	$275	$200 per ring
Halo/Multi-Stone & Other Complex Rings	Not Available	$400	$300 per ring
Platinum Solitaire Rings	Not Available	$475	$375 per ring
Platinum Halo/Multi-Stone & Other Complex Rings	Not available	$600	$500 per ring

 

*Add an additional $100 for hand engraved items.  Note that your FTJCo rep will advise if hand engraving is possible for your timeline because sometimes our ability to meet these deadlines depends upon our hand engravers' workload.

Cancelling Rush Services

If you no longer need a rush and wish to cancel that part of your invoice, we will issue a prorated credit for the rush charge based on the number of days your project was in the rush production track before the cancellation. If, after cancelling your rush your order is still not ready at the: six weeks for gold or 8 weeks for platinum mark, then your rush charge will be entirely reversed.

If you cancel your order entirely, the rush charge is non-refundable, but you will receive a store credit according to our cancellation policy.

Terms for Estimates & Invoices

Estimates

Estimates are valid for 11 days from the date of issue. Please note that while we sometimes hold gems or diamonds for clients for up to three days, this must be arranged with your FTJCo representative. Otherwise, these items remain in our stock and available for sale.

Invoices

For made to order items, production will commence once your deposit has been fully paid. Deposits range between 50% and 75% of the total invoice amount; all orders that include natural diamonds above 0.50 carats require a 70%-75% deposit (which can be paid in instalments over up to 30 days).

If your order includes one of our fabulous gems or diamonds, please make your deposit by or before tomorrow to secure your chosen jewel.

All orders, unless financed, must be paid in full before shipping or pick-up.

 

Online & In Store Pricing

Except for the items listed below, FTJCo's online pricing is the same for orders placed in store.

- We will occasionally offer in store specials that are not offered on the web site.  For example when purchasing an engagement ring, we sometimes offer a 5% credit on the pre-tax amount as a credit towards wedding bands.

 

Financing

We are pleased to offer financing on all of our fine jewellery, with flexible and creative plans available.  Please check our current offerings at here.

 

   Resizing

Your FTJCo ring includes a free resize, up or down 1 size, within the first year of ownership.  If you are remote to us, you can ship your ring to us and we will resize it under warranty and pay for the shipping back to you.  You can also opt to have it resized at a jeweller in your area and you can submit the invoice to us for reimbursement of up to $50 Canadian in Canada and $75 U.S. Dollars outside of Canada.

Occasionally, clients will get the size of the ring very wrong and the ring will need to be remade because it cannot be resized without jeopardizing the settings.  In these cases, we charge a flat remake fee which is the less of the current price of the ring or $500 for a band and $750 for an engagement ring.  Some custom styles may require remodelling and a remake fee in those cases will be between $750 and $1000.    

 

Diamond or Gem Upgrade Policy

It’s been our experience (and, indeed, the experience of our industry) that people rarely ‘upgrade’ their diamond.  But we also recognize that consumers see these policies as an assurance of value.

At FTJCo, we’re a bit different and we give you options that we think offer you better options:

We offer two buyback options for up to 90 days so that you can cash out of your purchase.  And after that, we offer a consignment program for any purchase.

Cancelling Your Made to Measure Order

From time to time, things happen in people's lives that lead them to cancel their order. We understand. When you place your order, you have 24 hours to sleep on it. Even if we have put your project into production, and/or marked your gem or diamond as sold (and so unavailable to other clients), you can cancel your order without any costs to you within 24 hours of placing it.

If you cancel your order after the 24 hours, then you will be refunded your deposit less 20% of the total (un-discounted--if any discounts or promotions were applied) amount of your project including applicable taxes.  This amount will be held as store credit for six months from the date of your original invoice after which the full (or any unused partial amount) expires.  If your order included a rush charge, that amount is non-refundable and is forfeit.

Cancelling Your Custom or Customized Order

If you are cancelling a custom order, the same policies described above apply to your order except that we will deduct from the amount held as a credit a $500 design fee to cover the time and resources we spent on the design portion of your project.  We want to be clear that this amount only partially covers the time spent on a given project.  We will also deduct $150 for each set of renders and $200 for each 3D print we produced up until the point of cancellation; these are our standard a la cart prices for these services at the time of writing.  

Posting to Social Media

All items we produce may, at our discretion be posted anonymously to our social media at a date and time of our choosing unless we are specifically directed in writing not to post before a certain date or, in some cases, not to post at all. Clients are always encouraged to tag #ftjco @ftjco in their social media posts that feature jewellery made by us.  We do not tag clients in on our accounts unless requested to do so.

Privacy Policy

We take great care with your data.  Please refer to our privacy policy for the details.

Provenance Claims

 FTJCo maintains a detailed list of what we know and what we don't know about the provenance of our materials on our Provenance page.

Materials such as recycled diamonds are based upon written assurances from our suppliers unless they are fall under a certification scheme.  At present we note diamonds and gems with a 'Certified Recycled' provenance claim as those that meet this SCS standard.  

World Diamond Council System of Warranties

We are required to include the following verbiage with all of our natural diamonds in order to comply with the Responsible Jewellery Council Code of Practices.  We include it here as a matter of compliance only.  Rather, we believe that this is part of a system to perpetuate over a century of lies and obfuscation in mined, natural, diamonds.  Res ipsa loquitur.

“The diamonds herein invoiced have been {sourced}* purchased from legitimate sources not involved in funding conflict, in compliance with United Nations Resolutions and corresponding national laws {where the invoice is generated}**. The seller hereby guarantees that these diamonds are conflict free and confirms adherence to the WDC SoW Guidelines.”