Silverocity's Terms of Service (TOS)
It is your responsibility to read and acknowledge our policies prior to each purchase with Silverocity®. By placing an order with us on this website, you agree to our TOS.
Please review the following Terms of Service BEFORE SHOPPING WITH US FOR THE FIRST TIME, and each time you receive an email alert after your first purchase to read our "updated" TOS.
We ship to virtually any address in the United States, Puerto Rico, and all other U.S. Territories. We generally ship the following business day after your order is received and paid with cleared funds. If you pay using PayPal with an eCheck, your order will be shipped once your check clears our bank, which is usually within one week, depending on the speed of your bank. If an item is found to be out of stock at time of purchase due to selling locally in our store, your item will be immediately ordered by our closest dealer, manufacturer, or other supplier if it is not a Silverocity exclusive hand-made item, and we will ship your entire order once the back ordered item arrives. This is normally about 3 - 7 days delay time due to awaiting our delivery. If the item you ordered is an out-of-stock hand-made Silverocity exclusive, you will be notified immediately and given the opportunity to opt for awaiting design and/or creation of your item, or receiving a refund.
If you pay using PayPal, please be sure your shipping address is correct on your PayPal account, as we cannot change your shipping address on your label once it prints. PayPal requires us to ship to the address you chose in your payment, or they will not back us with their Seller Protection Policy. Aside from that, we print hundreds of labels daily, and it would take time we do not have to spare to locate and change your label once it is printed.
If you need your order to be shipped to an address other than your own, you will need to add that address to your PayPal account PRIOR to checking out with your order on this website, and be sure to select that address on the PayPal website when you make your payment for your order. You must also type the same shipping address in the Shipping Address field of your order. If the address on your invoice does not match the address you chose on PayPal for your order to be shipped, this will delay the shipping of your order. We will have to contact you to ask which address is correct. If it is the PayPal address that is correct, we will need an electronic signature from you confirming the change on your invoice. If it is the invoice address that is correct, we will need to refund your money and ask you to enter your order again, this time choosing the correct address in your PayPal account. We are required by PayPal to only ship to the address you choose in your PayPal payment.
If you pay using a credit card, we will ship to the shipping address you give us in your order.
USPS First Class Mail shipping is ON US!
FREE FIRST CLASS MAIL SHIPPING TERMS ARE AS FOLLOWS:
When you order from us and your order is $99.99 or less, your order will ship FREE via USPS First Class Mail. When your order total reaches $100.00 after any coupon codes or discounts are applied, we will give you FREE USPS PRIORITY MAIL SHIPPING!
All packages are shipped with Insurance and Delivery Confirmation. Anytime we pay for the shipping, we have to limit how many jewelry gift boxes are shipped for your jewelry. The jewelry itself does not weigh much, but if your package goes over a certain weight, our cost to ship your package increases. We will give you boxes for as many items as you would like, but if your package goes over 5 ounces, you will need to pay extra for the higher shipping cost. The FREE SHIPPING we provide you only covers the weight of one gift box, whether that gift box be a charm gift box or a Silverocity necklace, ring, bracelet, or earrings gift box. You also have the option to upgrade to USPS Priority Mail or USPS Priority Mail Express if your order total does not reach $100 to receive the FREE USPS PRIORITY MAIL SHIPPING, if you'd like to pay for that upgrade yourself. (USPS Priority Mail Express is usually just one or two days' transit time for domestic orders, but USPS no longer guarantees any of their methods of shipping to arrive within a specified time frame).
We strongly urge you to upgrade your shipping if you are ordering for a last-minute gift, as we cannot put your order in front of others for any reason. Their orders may be urgent, as well, and it is not our place to say whose order is more important than others. Packages are shipped in the order in which the orders are received and paid for, whether it be an eBay order, a Bonanza.com order, or an order stemming from our website. Our computer spits out the labels in that order, and stacks of 50 labels are passed out to each employee who processes orders. When they finish processing those orders, they are given batches of the next orders to come off the printers. Invoices and/or Packing Slips also come off another printer simultaneously, so the invoices are always in the same order as the shipping labels so that they can be matched up together easily. This is just one of the reasons it would be so difficult for us to pull your order out to change it if you were to have changes to be made after your order is submitted. It would really interrupt the flow of our very organized process. So PLEASE be sure to enter your order correctly and to double check it before you hit the SUBMIT button!
We ALWAYS ship as quickly as possible! There will not be any delays unless we discover an item to be out of stock, we have lost our internet connection or lost power, which does happen periodically during stormy seasons (thunderstorms) and occasionally in the winter time due to ice storms. If we lose power and/or internet service, we will do everything we can to get your orders shipped as quickly as possible as soon as service is restored. Losing our internet connection and/or power would be the only reason for a delay in communicating with you as well. If you have emailed us and have not received a response within one business day, please contact Kelly Walton, the owner of Silverocity, on her cell phone. It is best to text her as she gets many, many calls on her cell phone. She ALWAYS responds as quickly as she can if you get her voicemail, and she will text you as soon as she sees your message if you send her a text. Kelly's mobile number is 717.818.3520.
ORDERS THAT SHOW AS "DELIVERED" WHEN TRACKED BY USPS TRACKING NUMBER ARE THE RESPONSIBILITY OF THE BUYER TO TRACK DOWN IF PACKAGE IS NOT IN BUYER'S MAILBOX, AS STATED BY USPS.COM. WE CANNOT BE HELD RESPONSIBLE FOR A MAIL CARRIER'S NEGLIGENCE IF HE/SHE PLACES MAIL IN THE WRONG MAIL RECEPTACLE, OR FOR THIEVES IN YOUR NEIGHBORHOOD. IN ADDITION, USPS GENERALLY WILL NOT PAY ON AN INSURANCE CLAIM IF THEY SCAN IT AS DELIVERED TO YOUR ADDRESS IF YOU CLAIM IT WAS NOT LEFT IN YOUR MAILBOX. THEY TAKE THE WORD OF THE MAIL CARRIER 99.99999% OF THE TIME! IT IS SUGGESTED THAT YOU HAVE YOUR MAIL DELIVERED TO A PLACE WHERE SOMEONE IS AVAILABLE TO RECEIVE MAIL IMMEDIATELY UPON DELIVERY, SUCH AS A WORK ADDRESS OR A FAMILY OR FRIEND IF YOU DO NOT TRUST YOUR MAIL CARRIER AND/OR YOUR COMMUNITY!
IF PACKAGE IS SCANNED AS DELIVERED TO YOUR ADDRESS AND YOU DID NOT ACTUALLY RECEIVE IT, IT IS SUGGESTED YOU CHECK WITH YOUR LOCAL POST OFFICE, YOUR MAIL CARRIER, NEIGHBORS, AND FINALLY WITH LOCAL POLICE, IF ALL ELSE FAILS, AND YOU FEEL YOUR PACKAGE WAS STOLEN FROM YOUR MAILBOX.
IF YOU LIVE IN A NEIGHBORHOOD YOU FEEL COULD BE UNSAFE FOR PACKAGE DELIVERY TO YOUR MAILBOX WHEN YOU CANNOT BE HOME FOR DELIVERY OF YOUR ORDER, AND YOU HAVE NO OTHER OPTIONS FOR MAIL DELIVERY, IT IS RECOMMENDED THAT YOU PURCHASE "SIGNATURE CONFIRMATION SERVICE" WITH YOUR SHIPPING. WE OFFER FREE USPS FIRST CLASS MAIL SHIPPING, BUT EXTRA SERVICES WOULD BE AN UPGRADE PAYABLE BY BUYER.
WE DO NOT SHIP INTERNATIONALLY AT THIS TIME.
WE SHIP TO USA, PUERTO RICO, and other USA TERRITORY ADDRESSES ONLY!
We accept PayPal payments as well as your major credit card. (MasterCard, Visa, American Express and Discover).
Please inspect all items carefully as soon as you receive them, and notify us with any damage or defects without haste. If the package was damaged in transit, please keep all packing material and have it available for a postal officer to inspect upon our damage claim. Contact us immediately to report any damage in shipping, so that we can notify USPS right away and open an insurance claim with them.
You may return most new, un-used items within 30 days of delivery for a full refund. We'll also pay the return shipping costs if the return is a result of our error (you received an incorrect or defective item, etc.). You MUST return via USPS First Class Mail with Delivery Confirmation in order to receive a full refund of your shipping expenses. We do not cover unnecessary expenses such as Signature Confirmation or fees associated with using a shipping service center such as The UPS Store or Mailboxes, etc., so if you opt to use any of these other services, it is at your expense.
If you need to return an item, simply log into your account, view the order using the "Complete Orders" link under the My Account menu and click the Return Item(s) button.
You must wait for us to authorize your return before sending your item in the mail to us. We will contact you by email to give you your return authorization. We'll also notify you of your refund by email once we have received and processed the returned item.
You will receive a full refund if the item is returned in the same condition in which it was shipped to you, and your package includes any and all materials shipped to you, including any gift boxes or pouches, instructions, warranty cards (if any), and other materials relevant to the item, such as pamphlets describing the merchandise from the manufacturer.
Our Ancient Roman Glass jewelry is an example of an item that comes with a tiny spec sheet, in the shape and appearance of a scroll, from the manufacturer. We advise you to ship your item back to us using the same bubble envelope or box it was shipped in to you, and cover our postage label with your own to save on shipping expenses, as well as trees! :) You must also return any FREE Merchandise that was shipped to you as a result of the full order you placed. If we feel the reason for return warrants a reason for us to help you out with return postage, we will email a postage-paid label for you to print out and use.
You do not need to return such items as our business cards, catalogs, calendars, or any other marketing materials with our company name and/or logo on them. These are yours to keep.
Please include a note with your return explaining the reason for your return, and whether you would like a refund, store credit, or an even exchange (when available). This note is important, even if you have given us this information online or over the phone previously to shipping the item back to us! The Customer Service Rep who reads your online message may not be the same employee who receives and processes your return. Your note, which can be extremely informal, will help us to process your return quickly! It is best to include a copy of your invoice with your return as well, so that we will know where to find your transaction, whether it be on our Silverocity website, our Bonanza store, or our eBay store.
You should expect to receive your refund within two weeks of giving your package to the return shipper, however, in many cases you will receive a refund much more quickly. This time period includes the transit time for us to receive your return from the shipper (2 to 5 business days), the time it takes us to process your return once we receive it (usually one business day), and the time it takes your bank to process our refund request (5 to 10 business days). If you paid using PayPal, we will only be able to click on your payment and "refund" the amount you paid.
If you have not received your refund within 15 days of returning your item, please contact Kelly Walton, the owner of Silverocity, via text, call, or email. Text is preferred and the quickest way to get results! She will see to it that you get your refund, if due, immediately once you contact her.
We ALWAYS have at least one Current Promotion running at all times! In addition, when you become a "regular" with us, you'll see that we will occasionally throw something free in with your orders, as a token of our appreciation for your patronage and loyalty.
Some of the promotions we run from time to time, for everyone to enjoy, are also somewhat of a token of our appreciation, because we have run specials at times that actually took your final price to BELOW OUR COST! We know you would have no idea of what our cost is to either design and create our jewelry or to buy it in bulk from another designer or manufacturer, but when we run a sale such as Buy 1, Get 2 Free, or 75% Off your total order, you would be correct to assume that this puts us in the red.
And yet, once in a great while, someone will still ask if they can also use another promotion along with the promotion of the month, or a Black Friday Sale, or another crazy sale we run that we do not benefit from whatsoever other than that we had the opportunity to THANK YOU and to let you know how much we appreciate your ongoing business! So our first policy regarding Promotions is that NO, YOU MAY NOT COMBINE ANY TWO PROMOTIONS IN A SINGLE ORDER! This goes for ALL PROMOTIONS, unless otherwise specified in the flyer or on our Current Promotions page in the description of the promotion.
We often run the special of Buy 5, Get 1 Free. In this special, we ask you to tell us in the Comments Section of your order which FREE charm you would like to have. Please note that if you do not give us both the SKU number and a brief description or the title to the item you wish to have FREE, your order will be moved to the end of the line so that we can proceed with the other orders and contact you after we have all other orders finished and ready to ship. We cannot take time out to contact you during business hours before our Couriers come to pick up our orders to escort them to the Post Office, and we will NOT ship your order without having both the SKU number AND the title or description. Numbers can be transposed, so if you give us JUST the product number, we could end up sending you something completely different from what you actually wanted. Descriptions alone are not good, because if you leave out one word, such as the color choice, size, or something else that would separate the item you wanted from the item we might actually ship, you'll end up with the wrong item. You may not even realize that the item you ordered comes in six colors when you order it. Or that we have four different Snowman charms. It's OK to just say Snowman #101 without giving us the full title, but we do need at least one keyword that describes the item as well as the SKU.
In addition, this is a Promotion (Buy_ Get_ Free), so you may not also use a coupon code in combination with getting a free charm. The free charm likely cost US $20 or more, and your discount could be that much, if we were to also allow a coupon code. It would be like giving you the discount twice, or TWO free charms. We already publish the lowest prices we possibly can on many items (especially Brand-Name items) without going out of business, and without paying our hard workers low wages. Our employees are all college grads educated in their field, whether we are talking about Gemologists, Sales & Marketing Crew, the I.T. Dept., or anyone else, and they all work hard daily. Just about every time we run a big promotion, we either break even or we lose money. So please remember that these promotions are actually GIFTS TO YOU. Thank you!
Speaking of gifts, our final TOS regarding promotions is this. When you get a FREE CHARM for purchasing a certain dollar amount on your order, or for buying a certain quantity of items, should you decide to return one of the items on your order for any reason, the FREE item needs to be returned as well. If you return part of your order, you will no longer have qualified for the FREE item, so it has to come back to us with the returned item. The same rule applies when we run our promotion that if you purchase a certain dollar amount within so many weeks or months that you get a free item or free items. If returns come back, the free items must come back as well. Otherwise, there will be a restocking fee imposed upon you for the returned item, and it will be for the price of the item you no longer qualified to receive, but did not return to us. This is why we always say that your FREE ITEM must be equal to or less than the lowest priced item you paid for.
Some of these things would not even cross our minds to print them here in our TOS until someone tries to take advantage of us due to technicalities in our TOS, so this is why we ask that you come back to check them each time you shop. We may not think of something like a customer keeping promotion items they are no longer qualified to receive due to returning half the order which allowed them to get the free items in the first place, but when it happens, we then realize it is something new we have to add to our TOS! So please be sure to read this section every time you shop with us, as you never know what may have been added to it unless you do.
We will add any NEW Terms of Service in PINK at the bottom of this page from this point on (October 22, 2016).
Thank you for shopping with us, and for taking the time to read our TOS!
We appreciate your business greatly!
Best to you always,
Kelly Walton-Palmer and Scott Palmer
All prices are in USD