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Frequently Asked Questions
DNA Gemstones
How do I place an order for a personalized DNA Gemstone?
Go to the shop section in the header or footer menu and select the gemstone or jewelry that you would like to purchase. Once you fill out the required information for the product, you can add it to your cart and checkout. You will need to select your shipping options and payment information to complete checkout.
Once you place your order, you will receive an order confirmation email immediately and sample collection letter in the mail within 7 days.
What is the sample collection letter?
The sample collection letter contains bags and all of the information you need to send in your sample. There will also be a prepaid return envelope included.
Please follow the included instructions and return the envelope with your sample materials as soon as possible.
What do you do with the sample material I send in?
We only use a small amount of your sample material to embed at the center of your DNA Gemstone. The remainder of your sample material is returned to you with your finished product.
We do not test, keep, or share any sample materials that are sent to us.
What is the "DNA Gemstone Material" option?
This is the gemstone material that your Color Dot and sample will be embedded into. These options include Moissanite, Cubic Zirconia, and other synthetic gemstone materials.
Moissanite is a very durable lab created material with a hardness of 9.25-9.5 and is great for everyday wear. Cubic Zirconia and other synthetic gemstone materials are slightly less durable and are used in the birthstone colors.
What is the "Color Dot" option?
The Color Dot is small sphere that is placed at the center of the DNA Gemstone with your sample. This is optional, but it gives your DNA Gemstone a unique appearance and different colors may be selected. It is also a great representation of the sample that it is embedded with. Black, as well as all birthstone colors are available.
The Color Dot is very subtle and is only noticeable when viewed up close. Some colors are very light and may be difficult to see within the stone. If you choose to place a Color Dot within a birthstone color, be mindful of the combination since it may not be visible with the naked eye.
What is the "Number of different samples you would like embedded" option?
You can embed up to 3 different samples into one DNA Gemstone. This option allows us to place the correct number of sample collection bags in your sample collection letter to keep your different samples organized.
Why is the DNA Gemstone certificate information needed?
This information allows us to create a personalized DNA Gems Certificate to go with your DNA Gemstone. This certificate can be displayed or kept as a future reference for who or what is in the DNA Gemstone and who or what it represents.
Jewelry Without DNA Gemstones
Where can I find jewelry that does not have DNA Gemstones?
In the dropdown menu from the Shop button in the header and on the bottom or most pages, you will see "Jewelry Without DNA Gemstones." This will take you to our showcase where you can shop our huge selection of finished and customizable jewelry.
How do I purchase a product from your "Jewelry Without DNA Gemstones" page?
Once you find a product that you would like to purchase within the showcase, you will click on the button that says, "Request this Item." This will notify us that you would like to purchase the product. We will email a customized invoice to you with your product(s) and a link to complete your checkout. If you make multiple item requests, we will include all of the products on your invoice unless noted.
Please allow up to 72 hours for your custom invoice to be emailed after your request.
Can I use my gift card on jewelry without DNA Gemstones?
Yes. You can apply your DNA Gems Gift Card when you enter your payment information using the link sent in your custom invoice email.
How long does it take to receive orders without DNA Gemstones?
Products that are in stock will ship within 7 days and you will receive your package soon after, depending on your shipping selection.
If your products have to be custom made or require stone setting, it may take longer. If there is a delay in the process, or the timeframe changes, we will notify you via email.
Timeframe & Shipping
How long will it take to create my DNA Gemstone?
After we receive your sample material, we should be able to create your DNA Gemstone, set your stone, and assemble your jewelry within 14 days. If there are any delays or issues, we will reach out via email. You will be notified with a shipping confirmation email when your products are completed and packaged.
How will my order be shipped?
We will ship your package through USPS based on your selection during checkout. If your order exceeds $500, we require signature verification to assure you receive your package.
Will I receive a tracking number for my order?
Yes, a USPS tracking number will sent to your in your shipping confirmation emal.
How can I get more information about my package?
We send you a tracking number that can be used on the USPS website. You can visit usps.com for more information or to have the post office hold your package for pick-up.
Other Questions
Why wasn't my order processed?
Orders that are placed and get flagged as a high risk of fraud are automatically rejected. If this happens it could be due to a credit card or address issue.
We recommend trying to place the order again using a different payment method or verifying the shipping and billing addresses. If the order still will not process, please contact us.
Why was my order cancelled?
Your order will be cancelled if you placed an order for a custom DNA Gemstone and the sample return envelope is not properly returned within 30 days.
Prior to cancelling your order, we will contact you through your provided email. If we do not receive a response, we will refund 60 percent of your order price to the original payment method and cancel your order.
When do gift cards expire?
Our gift cards expire 1 year after the purchase date. Your gift card will be emailed to you and show the expiration date.
Can I send in my own gemstone to have it made into a DNA Gemstone?
No. We do not alter other gemstones that are sent in. If you would like a DNA Gemstone, it must be purchased through our website.
What is your return policy?
Due to the personalization of a DNA Gemstone and most of the jewelry we carry, no returns are accepted.
We take pride in the quality of our finished products and verify that they are in pristine condition when they are packaged to be shipped.
What do I need to do to maintain my jewelry?
Extra care should be taken with DNA Gemstones and jewelers should always be notified prior to performing any work on jewelry containing DNA Gemstones.
We recommend keeping up on regular inspections and cleanings with a local jeweler to maintain your jewelry. Learn more on our Materials & Care page.