We wanted to send a heartfelt thank you to all of our customers and your patience during this time!
THIS UPDATE BELOW IS RENEWED ON 10-13-2020 (PUBLISHED 05-13-2020), AND REPLACES THE UPDATES POSTED on 8/20/2020, 04/20/2020 AND 03/30/2020 (which have some more details about our internal response and the governmental limitations within many U.S. states, if you’re interested to read them)
TLDR;
We have expanded our capacity since our last COVID/Coronavirus work interruption update posted 04/20/20. Employees who have positions that are capable of working remotely are still continuing to do so. Our production hours are currently reduced and/or staggered to optimize the safety of our on-site employees, but we are close to working at full capacity. Orders can be placed on our website without limitations, and some will ship within expected timeframe but due to circumstances beyond our control some products will be delayed in manufacturing.
To Our Customers
At CubicZirconia.com, a top priority must be protecting the health and wellness of our customers, employees, employee families and the employees and families of workers serving third-party companies in our supply chain.Because of the international coronavirus (COVID-19) pandemic, our business is open and operating, but we are complying with state social distancing requirements that have created some limitations detailed below.
A quick summary of how things currently stand:
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LOOSE STONES: NO DELAY. Retail orders for in-stock loose stones will continue to ship from our inventory within our standard 48 hours. Larger orders may or may not be delayed, please contact for details since our online inventory system is a bit behind and may state we have something we don’t in-stock.
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IN-STOCK, CLEARANCE, RING SIZING: NO DELAY. Orders for in-stock items that need a small modification (e.g. clearance rings that need finger ring sizing) will continue to ship within estimated manufacturing times listed on the website per item (please allow 5 days for ring sizing).
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REMOTE SERVICE WORKERS. Workers who are able to complete their job function remotely have been allowed to do so since March 26th, and properly equipped to provide the best service possible in the circumstances. This includes customer service, which stands ready to assist you.
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NOW MANUFACTURING CATALOG JEWELRY. When our manufacturing team members came back to work April 20th, 2020, made-to-order finished jewelry orders purchased from our website (e.g. rings, engagement rings, wedding sets, and earrings in our online catalog) began to be made again. As of 8/26/20 we are now fully capable of manufacturing, casting, metal fabrication, stone-setting, and engraving-- albeit a bit more slowly because social distancing requirements even inside an employer’s facility have resulted in our company having a smaller staff than normal to work on jewelry orders. Please expect small delays while we continue to follow guidelines to keep our on-site staff safe and healthy.
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NEW CATALOG JEWELRY ORDERS AFTER 06/25. Our website is open to make orders of manufactured-to-order jewelry items without limitation. We simply ask that you please expect a minimum of 3 business days extra on top of the estimated “Manufacturing Time” listed on the product webpage for your purchased item(s). This should help account for back-log orders in the queue since the full reopening. We may end up being able to manufacture and ship your item(s) within the normal turnaround time...but that isn’t certain and we don’t want to over-promise.
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CUSTOM “DESIGN YOUR OWN JEWELRY” UPDATE. Our custom “design your own” jewelry manufacturing team is now back to full operations. Now that we are at full capacity as of Wednesday, May 13, 2020, the standard 22-28 days for manufacturing is expected. Please allow for small unexpected delays while we continue to follow guidelines to keep our on-site staff safe and healthy. If you’ve not yet made a full “design your own” jewelry purchase, the department is open and ready to help pre-purchase customers get pricing, talk about design specifications and make a deposit.
- JEWELRY REPAIR. Repair services are currently back to full operations. Please expect small delays while we continue to follow guidelines to keep our on-site staff safe and healthy.
Before and after our suspension of full operations, our teams of jewelers have tried to take every known precaution to ensure shipments would be safe: limiting package contact, ensuring stocked hand sanitizer stations throughout shop areas, staggering break times to limit large groups in break areas, increasing and enhancing daily cleanings of common areas, spacing cafeteria tables 6 feet apart, staggering and reducing hours to limit contact between employees. We request your patience with any delays, as many strict safety measures need to be followed to help keep us all healthy and avoid spreading the international coronavirus (COVID-19) during the current pandemic.
In Conclusion:
We are going to do everything we can to continue serving our customers with a high level of quality and care. However, in these trying times it would be naive to claim we have control over everything in our business environment. With the international market experiencing such a large disruption, there’s a strong possibility jewelry orders will be delayed-- or even cancelled.
We will update this webpage with new information. And we will continue to monitor the pandemic situation as it develops and attempt to the best of our ability to ensure that operations follow recommended guidelines from the CDC and WHO.
Please stay safe and healthy out there. Let’s all try our best not to stress out too much, and take heart knowing that there will be brighter days ahead.
Be sure to take your own necessary precautions, and thank you for your patience with us during this time.
We look forward to serving you without delays again in the near future,
Your friends at CubicZirconia.com, The Clear Choice™
P.S. We have a handful of FAQ’s specific to this situation below.
A: We will have a staff of customer service associates working remotely available from 10 AM – 8 PM EST. Team members are providing service remotely and you can connect with us through our normal channels. Use our website chat, email support@cubiczirconia.com or call us U.S. toll-free 1-888-355-2484.
Q: Are CubicZirconia.com customers still able to order product?
A: Orders can be placed without limitation online or by calling U.S. toll-free 1-888-355-2484 from 10 AM – 8 PM EST. Small/retail orders of In-stock loose stones will ship from our inventory within our traditional 48 hours of order without delay. There should be no delays in most wholesale stones orders either, as of April 20th, 2020. Our jewelry manufacturing team will begin making new finished jewelry orders purchased from our online catalog and “custom design your own” jewelry orders starting immediately. Small delays should be expected while we work through a backlog of existing jewelry orders.
Q: Will I still be able to submit a custom quote request and work with the custom jewelry department?
A: Yes! Our custom jewelry pricing team is working remotely and ready to assist with your custom CZ ring or custom cubic zirconia earrings request. Prices will be provided and you can safely discuss design specifications via email with our concierge team, make a deposit and talk through the CAD (computer-assisted design) jewelry image rendering process with our team. Our custom “design your own” jewelry manufacturing team is now back to partial-capacity starting immediately. Small delays should be expected while we work through a backlog of existing custom jewelry orders.
Q: Will I still be able to get my warranty / non-warranty jewelry repaired?
A: We are now offering repair services again and are currently staffed, working at partial-capacity starting immediately. Small delays should be expected while we work through a backlog of existing repairs.
Q: Am I still able to return items for exchange or refund?
A: We are now fully able to accept your packages sent back to our facility for exchange or refund. Please contact returns [AT] cubiczirconia.com prior to shipping any return; at this time you will be provided with the Return Authorization Form and shipping instructions for shipment, as well as the proper address to ship your return package.
