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?
If you're having trouble placing an order, please email us at firstname.lastname@example.org, give us a call at 1-(340)-643-1122 or Start a chat with our team and we would be happy to assist you.
How do I cancel my order?
Orders can be canceled up to one hour after it was placed. To cancel an order, please email us at email@example.com, give us a call at 1-(340)-643-1122 or Start a chat with our team and we would be happy to assist you.
I entered the wrong shipping information on my order, what do I do?
If you need to change any information on your order, no worries! Please email us at firstname.lastname@example.org, give us a call at 1-(340)-643-1122 or Start a chat with our team
I received the wrong item, what do I do?
We are so sorry if you received the wrong item! Please email us at email@example.com or Start a chat with our team and we will immediately send out the correct pieces and also provide you with a return shipping label to ship back the wrong pieces.
I received an item that was damaged/defective. What should I do?
While we do thoroughly suspect our pieces before they are shipped out, on the off chance that an item arrives damaged, we are so sorry! We are happy to exchange this piece out for a brand new one. Please email us at firstname.lastname@example.org with your order number and photos of the damaged item and we will take care of the issue right away!
Do you offer gift receipts?
Unfortunately, we do not offer gift receipts at this time.
I placed an order online, but received a notification that the item(s) I ordered was out of stock. What now?
Our admin team will reach out to you by email or phone and will provide you with options on what to do next. We can either switch out the item for something similar, or if you are no longer interested, we will provide you with a refund.
Where do you ship to?
We ship to all 50 states in the U.S as well as most countries internationally.
How much does shipping cost?
Vibe Jewelry is proud to offer free shipping on all US orders.
Please refer to our Shipping Policy for current shipping rates
How long will it take for my order to arrive?
All orders are processed within 2 to 5 business days (excluding weekends and holidays) after receiving your order confirmation email. Once your order has shipped, you will receive another email with a tracking number that will provide additional information on delivery estimates. Please note that U.S orders will take 3-6 business days (depending on your shipping option). International orders are based on specific location and more information will be calculated at checkout.
Do you offer expedited shipping?
Yes, we do offer expedited USPS Priority Shipping where available.
For our most up-to-date shipping terms, please refer to our Shipping Policy .
How do I track my shipment?
When you place an order with us, you will receive a confirmation email once your order has shipped. This email will include a tracking number that you can use to check the status of your order. Please allow up to 48 hours for the tracking information to become available. If you do not receive your order within 10 days of receiving the shipping confirmation email, please please email us at email@example.com, give us a call at 1-(340)-643-1122 or Start a chat with our team and provide your name and order number so that we can look into the issue for you.
Can I ship to a different address other than my own?
Yes, you can ship to a different address from your own. Simply provide the alternate shipping address when you place your order.
Do you ship internationally?
Use this text to answer questions in as much detail as possible for your customers.
Can I place the order online and pick it up in the store?
Yes, you can place an order online and pick it up in the store. Just make sure to include a note in the order notes indicating that you would like to do so.
Do you offer shipping insurance?
Yes, shipping insurance is automatically provided for orders containing 14k gold pieces. For other items, we offer an additional layer of protection through our partner, Route. When you check out, Route will automatically add shipping insurance to your shopping bag. The cost of the insurance is $0.98 for orders under $100, and it is calculated based on the total cost of your order for orders over $100.
I purchased Route protection and my package was lost/damaged/stolen. What should I do?
Report the issue to Route either through the mobile app (iOS or Android), through the email you received from Route after placing your order, or by going to claims.route.com. Make sure to have the email address you used to purchase and your order number ready. Their team will assist you with any questions you may have. Please refer to the full policies from Route here.
Returns & Exchanges
What is your return and exchange policy?
Vibe wants you to be 100% satisfied with your purchases. If you are not completely satisfied you may return your item(s) within 30 days for store credit or exchange them for new pieces. We do not offer cash refunds. Shipping fees will not be refunded.
Please use our Returns/Exchanges portal for all returns and exchanges.
I bought an order online. Can I exchange it in stores?
Yes, you can come in and exchange at either location as long as it is within 30 days of your purchase.
Do you provide a shipping label for returns?
We are currently unable to provide shipping labels for repairs, returns, or exchanges.
What is your warranty?
Since 2004, Vibe Jewelry has stood behind our fantastic warranty:
If your jewelry is damaged, we will repair or replace it whenever possible, no matter when you bought it!
Are lost pieces covered by the Warranty?
No, lost or stolen pieces are not covered by our warranty.
How do I create a Vibe account?
You may create an account by visiting the Create an Account page.
I forgot my password. Can you help me?
If you forgot your password, please visit the Account Recovery page to reset your password.
I requested a password reset link, but don’t see the email in my inbox. What now?
If you cannot find your Password Reset email, please check your spam or junk folders. In rare cases, some email providers may misclassify the account recovery email as spam or junk.
How do I change my account information?
You may update the personal information on your account in the View Addresses section of My Account.
Can I delete my account?
Of course, but we'd hate to see you go. We love having you as part of the Vibe family! If you still want to delete your account, please email firstname.lastname@example.org and make sure to include the full name and address on your account as well as the account email address (if different from the one you are using to contact us)
What is Vibe Rewards and how does it work?
Vibe Rewards is all about rewarding and thanking our loyal customers. Membership is complimentary & allows you to earn points every time you purchase qualifying items at Vibe Jewelry, both online and in-store. You can then redeem the points you earned for exclusive reward coupons ー it's as easy as that!
How do I sign up for Vibe Rewards?
If you have a Vibe account, you are automatically enrolled in our loyalty program. To check if you are a member, log in to our website and click on the rewards icon located in the bottom left corner of the page.
How do I earn points?
Earn more Vibe Petro Points for different actions, and turn those Vibe Petro Points into awesome rewards!
- Signup: 250 Vibe Petro Points
- Place an order: 3 Vibe Petro Points for every $1 spent
- Like on Facebook: 250 Vibe Petro Points
- Share on Facebook: 250 Vibe Petro Points
- Follow on Instagram: 250 Vibe Petro Points
- Celebrate a birthday: 1000 Vibe Petro Points
Where do I see my points, rewards, and benefits?
Hit the "Rewards" button anywhere on our website to open the Vibe Rewards panel. You may also find your current points balance on the My Account
How long are my points valid for?
Your Vibe Petro Points will expire after one year.
How do I turn my points into rewards?
You can spend points under the 'ways to redeem' section of your rewards panel. Here you will find the amount of points that are required to claim your rewards.
Once you have enough available points, you can simply select 'Redeem' - again within the panel; click 'Apply code' for the discount to be automatically applied at checkout. Once you redeem a reward, it will appear under 'Your Rewards'. It's worth noting that only one reward is allowed per order.
Will I get my points back if I return my order?
Sure! Please contact us at email@example.com after the return is processed and we will adjust the points for you.
How does your sizing work?
We recommend following the steps in our size guide to ensure you choose the perfect size. If you still need help, feel free to contact us at help@vibejewelry for further assistance and advice.
Can I wear my Vibe Jewelry in water?
Yes, you can wear your jewelry in both saltwater and freshwater. However, we do not recommend wearing it in hot tubs or pools with chlorine, as the chlorine can cause the sterling silver to tarnish.
What is the difference between polishing and cleaning my jewelry?
Polishing is a process that involves using a buffing wheel and multiple compounds to remove scratches, lines, and tarnish from a piece of jewelry. This process can take up to an hour to complete, and will make the jewelry look brand new. Cleaning, on the other hand, involves using an industrial strength ultrasonic machine and high-pressure steamer to remove dirt and grime from the jewelry. A quick clean can be completed in just a few minutes.
Do you offer jewelry repair services?
Yes, we offer jewelry repair services for our Vibe pieces. If one of your Vibe pieces breaks, please send us an email at firstname.lastname@example.org with photos of the broken jewelry. Our silversmiths will assess the damage and determine the best course of action, which may include replacing the piece or fixing the original piece..
Why is my silver jewelry turning colors?
This is a common occurrence for silver jewelry, and is known as tarnishing. Tarnishing only affects the surface of the jewelry and can be polished away. If you want to prevent tarnishing, you can choose white gold or platinum, as these metals do not tarnish.
Do you clean customer pieces?
Yes, we offer cleaning services for customer-owned jewelry. If you are visiting our store, you can ask us to clean your Vibe jewelry while you wait. If you are not able to visit our store, you can send your jewelry to us through the mail. Please include a note with your request and send it to our PO box. Please note that you are responsible for all shipping costs and insurance.
How can I clean my own jewelry?
There are a few different methods you can use to clean your jewelry at home. For silver jewelry, we recommend using a polishing cloth to remove tarnish or any discoloration. For brass and other base metal jewelry, as weird as it sounds, you can use a tomato-based condiment, like ketchup or salsa, to clean the jewelry. Simply mix a small amount of the condiment with some water, swish the jewelry around in the mixture for a few minutes, then rinse and dry thoroughly.
What is 14K Gold and Sterling Silver?
At Vibe, we offer both 14K gold and sterling silver jewelry. 14K gold is typically a pale yellow or golden color and is a good choice for everyday wear. The "k" in "karat" refers to a unit of measure used to determine the purity of gold. Pure gold, or 24K gold, is 100% gold. So, 14K gold is 58.5% gold, with the rest of the metal being an alloy that is added to make the gold stronger. The higher the percentage of gold, the softer the metal, which makes it less suitable for everyday wear. That's why many jewelers, including Vibe, choose to work with 14K gold.
Sterling silver is a more affordable metal that is widely used in jewelry. However, it does tarnish and can change color over time. To help prevent tarnishing, it's important to keep your silver jewelry dry and to avoid exposing it to water, chemicals (such as hair spray and sunscreen), and chlorine. If your sterling silver jewelry does tarnish, it can be polished to restore its shine.
What is rhodium?
All of our Sterling Silver jewelry is coated with a rhodium finish. Rhodium is a rare and precious metal that has a high luster and helps to prevent tarnishing. However, the rhodium coating is not permanent and may wear off over time. To restore the shine to your rhodium-coated jewelry, we recommend having it polished and re-plated with rhodium every six to eight months.
Which metal is the best choice for jewelry?
There is no one "best" metal for all jewelry. 14K gold and sterling silver both have their own pros and cons. 14K gold is generally more affordable, but if you are concerned about losing an expensive piece, you may want to consider sterling silver. Platinum is also a good choice for people who are allergic to most metals. Ultimately, the best metal for you will depend on your personal preferences and needs.