Find answers to commonly asked questions. Whether you have questions about our products, shipping, returns, or anything else, you can find the answers you need here. If you can't find the answer to your question here, don't hesitate to contact us. We're always happy to help!


I'm having trouble placing an order online, can you help me?

How do I cancel my order?

I entered the wrong shipping information on my order, what do I do?

I received the wrong item, what do I do?

I received an item that was damaged/defective. What should I do?

Do you offer gift receipts?

I placed an order online, but received a notification that the item(s) I ordered was out of stock. What now?


Where do you ship to?

How much does shipping cost?

How long will it take for my order to arrive?

Do you offer expedited shipping?

How do I track my shipment?

Can I ship to a different address other than my own?

Do you ship internationally?

Can I place the order online and pick it up in the store?

Do you offer shipping insurance?

I purchased Route protection and my package was lost/damaged/stolen. What should I do?

Returns & Exchanges

What is your return and exchange policy?

I bought an order online. Can I exchange it in stores?

Do you provide a shipping label for returns?


What is your warranty?

Are lost pieces covered by the Warranty?


How do I create a Vibe account?

I forgot my password. Can you help me?

I requested a password reset link, but don’t see the email in my inbox. What now? 

How do I change my account information? 

Can I delete my account? 

Vibe Rewards

What is Vibe Rewards and how does it work?

How do I sign up for Vibe Rewards?

How do I earn Vibe Petro Points?

Where do I see my points, rewards, and benefits?

How do I turn my points into rewards?

Will I get my points back if I return my order?

Our Jewelry

How does your sizing work?

Can I wear my Vibe Jewelry in water? 

What is the difference between polishing and cleaning my jewelry?

Do you offer jewelry repair services?

Why is my silver jewelry turning colors?

Do you clean customer pieces?

How can I clean my own jewelry?

What is 14K Gold and Sterling Silver?

What is rhodium?

Which metal is the best choice for jewelry?