Lifetime Guarantee  |  Free US Shipping & Returns
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FAQ

Shipping & Returns
How long do international orders take to arrive?

In-stock orders ship within two business days, or four business days if you're having your in-stock item engraved. Out-of-stock and custom pieces are made-to-order and ship within fifteen business days (or within four weeks for vermeil).

As soon as your order ships, we'll send you an email containing tracking information so you can keep a watchful eye on it as it makes its way to you. It can take up to 48 hours for your courier to generate tracking information on their website, so don't panic if it doesn't show up right away. If your tracking information hasn't appeared within 5 business days, please let us know at [email protected] and we'll get right on it for you.

My tracking number says delivered, but I can't find my package!
Oh no! You can reach out to our support team at [email protected] and we can assist in filing a lost package claim. Unfortunately, we are not responsible for lost or stolen packages after the courier has dropped them off.
Uh-oh. I think my package was stolen after delivery!

Oh no! We are so sorry to hear this. Sadly, we are no longer responsible for packages after they have been delivered to you. Fear not, our Customer Care will gladly do everything we can to assist in the recovery and replacement of your order. Drop us a line at [email protected]

Who is responsible for returning my Duties and Taxes?
AUrate is not responsible for returning duties and taxes. To receive a refund for your duties and taxes paid on a returned order, you will need to go through your local customs office as this fee is paid to the country of import.
Can I return a purchase made with Instant Credit?
Yes! However, you will be refunded back to your instant credit and cannot receive a refund back to your original form of payment.
What is an Instant Credit?

An instant credit is an option we provide you with during returns! Instead of waiting for a refund to be processed back to your original form of payment you can use an instant credit to re-order right away! BE AWARE when using an instant credit, it turns your payment method into a gift card and if returned again, you will only be able to receive the instant credit back and not your original payment on your first order.

Do you ship outside the US?

Yes! We offer free express international shipping on orders over $200 USD. Your order will be delivered by DHL Express. The shipping cost for orders under $200 USD is $15 in your local currency.

 

 

How can I return an item shipped internationally?

You've got 30 days to return anything you don't want to keep. Just let us know what you're returning at [email protected] and we'll send you a shipping label to attach to your package, as well as detailed instructions on what to do next. The cost of the international returns label will be deducted from your overall refund. Depending on where it's shipping from, the cost ranges from $15 to $35. We are not responsible for returning Duties & Taxes.

Can I exchange something in my international order?

We don't offer international exchanges right now. However, you can modify or cancel your order before it ships. Please let us know at [email protected] and we'll get right on it for you.

When will my AUrate purchase arrive?

If it’s in stock, your piece will ship within two business days. Out-of-stock and custom pieces are made to order, and will ship within two weeks (or within four weeks for vermeil). If you’re on a tight deadline, we’ll do our best to take care of you – just drop us a line at [email protected] to talk rush orders.

What is your returns policy?

As long as it’s still in pristine condition, we offer a free, 30-day, no-questions exchange or return policy on all US orders. Just email us at [email protected] and we’ll send you a free Return Label at no additional charge.

International sales and engraved pieces are final at this time.

How long does shipping take?

For orders within the US, shipping normally takes 3-5 business days. Shipping times for international orders vary depending on your shipping method and destination. As soon as your order ships, you can track it through your shipping confirmation email.

Do you ship internationally?

Yes we do! Kindly note that we cannot be held responsible for any custom fees, import duties, taxes, and other local charges added by your country's customs office.

How much does shipping cost?

We offer free shipping on all purchases to the US. International buyers can estimate their shipping charges here. Please note that any customs fees, import duties, taxes, or other local charges are your responsibility.

Where do you ship?

We ship anywhere within the US, and to any international destination. We can also ship to P.O. boxes (either international or domestic).

If I order online, can I return or exchange my item(s) in-store?

No problem at all - visit us in-store within 30 days of delivery.

Uh-oh. I’ve ordered the wrong size.

Fear not, we’ll happily exchange your piece for the correct size within 30 days of delivery in the US. Send us an email at [email protected] and we’ll send you a free Return Label. Unfortunately at the moment we’re unable to exchange international orders.

I think my package is lost. What should I do?

For any issues with your delivery, just get in touch at [email protected] and we’ll sort it out. If it’s an international order, contact your local postal service (via your tracking info) for further information. And no need to worry, we insure all orders so you can sit back and relax. 

Can I change my shipping address once my order is placed?

Sure – contact [email protected] as soon as possible and we’ll endeavour to help.

I need it now! How soon can I have my order?

We get it. If available for your region, select expedited shipping at checkout. Otherwise, just shoot us a note at [email protected] and we’ll do our best to get it to you asap!

Will my order be insured?

Rest easy – all orders are insured.

Where does my order ship from?

All AUrate items are shipped from New York City.

What is Global-e? Will I receive my package from AUrate or Global-e?

Once we've prepared your order at AUrate HQ in New York, we'll pass it to Global-e, our international fulfillment provider, and they'll take care of your delivery from there.

Didn't find it?

Contact us directly: 1-888-616-2872 |
[email protected]

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