CUSTOMER SERVICE & FAQ

The materials used for each product are identified in the product description.

Please note that all sterling silver will tarnish over time. Keeping your jewelry in plastic bags will also help prevent or slow tarnishing as well as using a polishing cloth from time to time.

We recommend occasionally cleaning your jewelry using a jewelry polishing cloth. Storing Sterling Silver in a sealed plastic bag will also significantly reduce the tarnishing process.

Photos can be JPEG, GIF, or PNG files. For best results use a high resolution (a minimum of 1024 x 768 pixels is recommended) image. The ideal file size is less than 20MB (megabytes) and the image size should be less than 2000 pixels in height and width.

We will try to tweak your photo to make it look its best. If your photo is too grainy or is very low resolution, we will email you to request an alternate.

Yes, just let us know what you would like us to do and as always we will let you see it before creating your item.

Yes. We prefer to crop and resize your uncropped photo as appropriate for your purchase. Then we send you the cropped photo for your approval.

If there are any specific modifications you desire, such as lighten or darken, remove red-eye or a date from the corner of the photo, etc., please note these changes at check-out. We are happy to make minor adjustments, however more complicated changes may require a design fee. We will also let you know if we don’t think your photo is suitable.

We will resize your photo to fit your purchase. After placing your order, please email your uncropped images to shop@photogems.com (please include your name and order # in the subject line).

Yes, however, we recommend no more than two subjects in a photo for our photo beads. Other platforms will work for more subjects.

You can mail us pictures, but we cannot be responsible for photos lost in the mail, so we recommend you send them with tracking information. Place your order first and indicate you will be mailing your photos in the comments box at checkout and we will send you the preferred address

Please allow 5 business days for production. We will do our best ship sooner if possible. If you have a deadline please let us know in the comments section when you checkout so we can accommodate.

If you need your item in a hurry or by a certain deadline please indicate such in the comments area when you check out. Also, please select 2nd day or overnight shipping service for guaranteed delivery.

Yes – please contact us within 24 hours of placement to cancel your order.

We will place each piece of jewelry that you purchase from us in a beautiful organza drawstring pouch. When you proceed to the checkout pages, enter a gift message in the comments box. This personalized message will be handwritten on a card and placed into an envelope. If there is a gift message on your order, the prices will NOT be included on the shipping invoice.

Payment is expected at the time of the order. We happily accept VISA, MasterCard, American Express, Discover and PayPal. Shipments to states requiring tax collection will have the appropriate amount applied during the checkout process.

PhotoGems ships from California to anywhere in the United States and international destinations. Our primary method of shipping is the US Postal Service which is generally very fast and reliable, they deliver on Saturdays at no additional charge and can place items inside mailboxes. Items will be carefully wrapped and shipped in a padded envelope via USPS First Class Mail (2-5 days within the US.) However, if you need your shipment quickly, then opt for Priority or Express shipping – the tracking information is accurate, timely and their customer service is absolutely outstanding.

Shipping within the United States:
Standard (USPS First Class Mail) – $4.50 (usually takes 2-5 days)
Priority (USPS Priority Mail) – depends on your destination
Overnight (USPS) – depends on your destination

International Shipping:

Standard (USPS First Class Mail) – $15.00 (usually takes 6-10 business days)
Priority (USPS International Priority Mail) – depends on your destination
Overnight (USPS International Overnight) – depends on your destination

Our products are guaranteed against defects in materials and workmanship for 15 days from shipment. We will remake unsatisfactory products if we are contacted within 15 days of shipment.

Due to the custom nature of our personalized products we cannot offer returns. Items that are not personalized with photos are eligible for refund. To receive a refund for non-personalized items as described above please contact us within 15 days of shipment. Our desire is to ensure our customers are 100% satisfied, so if there is a problem with workmanship, we replace your item.

If you ever have a question or concern of any sort regarding your order, please contact us at service@photogems.com so we can work together to resolve any problems.

We collect only the information required to process and ship your order. We do not share your information with any third party.

Have more questions?
Email us at shop@photogems.com
Call – (408) 684-8850

We welcome your inquiries! There are no dumb questions.