FAQ - Frequently Asked Questions
Ordering
RETURNS
CREDIT
Product Information
privacy
contact us
catalogs / emails
- Can I place an order over the phone?
- Yes, one of our customer care representatives would be happy to take your order at 1-877-858-7201.
- Can I go to my local Ultra Diamonds store and purchase an item that I saw online or in a catalog?
- Yes. All of the items that are offered in our flyers and online can be purchased at your local Ultra Diamonds store. Also, your local Ultra Diamonds store may carry some items that we are not offering online or in a catalog. Use our Store Locator to find the Ultra Diamonds nearest to you. Once you've found it, be sure to call ahead to make sure the item you want is in stock.
- How do I track an order I've already placed?
- You can track an order placed on our wesbsite by going to our online order tracking page or simply call our customer care representative at 1-877-858-7201 and have your order number ready. They will provide you with all the available information regarding the status of your order.
- Why should I buy on the Internet?
- Shopping at Ultradiamonds.com saves you time and money. In minutes, you can look at a wide selection of fine jewelry, ask questions and complete your purchase without leaving the computer.
- How do I know my transaction is secure?
- When you make a credit card purchase at Ultradiamonds.com, we use the most advanced privacy programs to assure your data is protected. All of the major consumer websites utilize the same programs we do to secure customer transactions.
- Can I use my Discover Cashback Bonus Awards? Is there a limit on how many I can redeem?
- Yes, you can. In step 3 of the checkout process you may redeem as many certificates as necessary to make your purchase. If you certificates exceed the purchase price by more than $10.00, you will receive an Ultra Gift Card for the balance due.
- I live outside the United States. Can I still order from Ultra Diamonds Online?
- We do accept orders from overseas. However, your card-issuing bank needs to take part in U.S. Merchant Services' address verification system. For your protection, we will not ship merchandise if we are unable to verify your billing address. In addition, there will be an extra shipping charge to ship out of the United States. You are also responsible for any duties and taxes that may be assigned to your order.
- What could delay my order?
- All orders must be authorized by your credit card company and pass address verification, prior to completing your order. If your credit card company declines your order, we will notify you by sending you an email. Orders requiring ring sizing take up to 4-7 days to complete. You will be notified of status changes on your order by email.
- I'm having problems entering an order. What do I do?
- Please call our customer contact center at 1-877-858-7201 and we will be happy to assist you.
- What is a Credit Card Identification Number and where can I find it?
- The card identification number (CCID) is a 3 or 4 digit numeric value that provides a cryptographic check of the information embossed on your credit card. This is a security feature provided by your financial institution to aid in the prevention of fraud against you. The CCID number is the last 3-4 numbers listed on the signature strip on the back of your credit card.
- What if I need my ring to be sized?
- If you choose a ring size in your shopping bag, the size you order will be shipped to you. Standard ring size is 7 for ladies and 10 for men. Sizing is free 2 sizes up or down. Sizing outside of this range may incur an additional charge of $15.00 per size. Please add up to 4-7 additional business days for delivery. Titanium and Tungsten jewelry items cannot be sized, per request. Please call 1-877-858-7201 to inquire about placing an order for the size required.
- If I don't know the correct ring size I need, what can I do?
- All rings are shipped in their standard size, if no size is selected. Standard ring size is 7 for ladies and 10 for men. If you are unsure of your size, you may order a standard size and bring it to any Ultra Diamonds location for sizing, at a later date.
- Will Federal Express or UPS leave my package if nobody is there to sign for it?
- No. For the protection of your purchases, we require that all orders must be signed for at the time of delivery.
- Will Ultradiamonds.com deliver my order to a P.O. Box?
- No. For the protection of your purchases, we require that all orders must be signed for at the time of delivery.
- Do you charge Sales Tax on your products?
- Ultradiamonds.com charges sales tax if you reside in a state where we have a retail location or if your credit card billing address is located in a state where we have a retail location. Tax rates are in line with the appropriate state or province.
- Can I return my online purchase at an Ultra Diamonds store location?
- Yes. Our 30 day return policy is valid at any of our over 150 locations nationwide. Please be sure to bring the item, original packing and all paperwork with you to the location of your choice.
- What kind of guarantee do you offer?
- Ultradiamonds.com offers a 30-day money back guarantee. At any time during that period, you are not completely satisfied; return your purchase for a full refund or exchange, minus a $15.00 re-stocking fee (this includes shipping & handling back to Ultra Diamonds).
- You must include your packing slip and RETURN MERCHANDISE REQUEST form, with all returns.
• You may return the item to one of our locations or to our Customer Care Center at:
U.S. Inc
122 S. Michigan Ave., Suite 800
Dept. 403
Chicago, IL 60603
• You may return the item to any UPS Store nationwide, for complimentary return to Ultra Diamonds.
Click here for UPS Store Locations.
- Can I return merchandise purchased at a store through the Ultradiamonds.com?
- No, Unfortunately we are unable to accept returns for items purchased in a store at Ultra Diamonds.com. At this time Merchandise purchased at one our store locations is EXCHANGE only, exchanges must be completed within 10 days of purchase. No refunds can be issued, we can accept exchanges only. Please provide us with copies of all necessary receipts and the style number of the item you'd like to exchange it for. If the item you'd like to purchase exceeds your return amount, you will be required to pay the difference. If the item you'd like to purchase is lesser than your return amount, you will be issued a gift card for the difference. **Please note: Each Ultra Diamonds store location may have a unique exchange policy, please contact the purchasing store for details.
- Why can I return an Ultradiamonds.com purchase for a full refund, but store merchandise is EXCHANGE only?
- With Ultradiamonds.com, you are purchasing the merchandise sight unseen; therefore we allow our web customers 30 days to examine their purchase. Ultra Diamonds locations allow you the benefit of shopping with an experienced diamond and jewelry expert, prior to making your purchase. Therefore, our store policy is exchange only.
- How long will I have to wait for a refund?
- Once we receive your return, your money will be refunded or your credit card account will be credited for any payments you have made toward your purchase. The first credit will be made within 14 business days of receipt and verification of the merchandise. A $15.00 restocking fee may apply (this includes shipping & handling back to Ultra Diamonds).
- Please allow one monthly billing cycle in order for your credit to appear. Payments made via Discover certificates will be refunded via Ultra Diamonds gift card.
- I have questions about my Ultra Diamonds Credit Card account. Who do I contact?
- For billing inquiries, please contact GE Credit Services at
P.O. Box 9001557
Louisville, KY 40290-1557
Or, call 1-800-333-1071 or 1-877-794-8400
- I received an email stating that my method of payment had been declined? How do I provide you with another method of payment and what is the status of my order at this time?
- There may be a system problem on our end or your authorization may be pending at Ultra Customer Service and GE Credit Services. Please contact Ultra Diamonds Customer Service at 1-877-858-7201 to be sure there are no issues associated with your order. Credit issues or discrepancies may hinder the timely processing of your order.
- What is the status of my Ultra Card Credit Card application?
- To determine the status of your Ultra Diamonds Credit Card application you will need to call the following number 1-877-794-8400
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- Do you offer an extended warranty?
- Yes, we offer a 2yr extended warranty, available for an additional charge. Please click here for warranty details.
- If I purchase the protection plan, is there anything I need to do to maintain the agreement?
- Yes, you must have the item inspected at an Ultra Diamonds location or local jeweler every 4 months. You may also mail your item (via UPS or FedEx) to our Customer Care Center for it's quarterly inspection. Include a copy of your agreement and your contact information, as well as a return address.
U.S. Inc 122 S. Michigan Ave, Suite 800
Dept. 403
Chicago, IL 60603
- Do you customize jewelry? ( i.e. build-your-own-ring)
- Ultradiamonds.com only sells items exactly as described. You should contact your local Ultra Diamonds store, as they may be able to special order an item for you. To find the store nearest to you, use our store locator.
- Can UltraDiamonds.com sell me a new setting or a loose diamond or gemstone?
- At this time, Ultradiamonds.com does not sell settings or loose stones. However, your local Ultra Diamonds store may have a scheduled remount or diamond and gemstone event. These remount and stone events allow customers to remake old pieces of jewelry with new settings and stones. Call your local Ultra Diamonds store to find out when they are having their next event. To find a store nearest you, use our store locator.
- What are the standard sizes for ladies and men's jewelry? Please read each product description to see available sizes.
- What determines the price of a diamond?
- A diamond's value is determined by its cut, clarity, color and carat weight. For more information about diamonds, please visit our Product Knowledge section on Diamonds.
- What is the difference between the different karat weights of gold?
- 24K gold is 100% pure gold and is too soft for jewelry. Therefore, it is mixed with different alloys to increase durability and hardness. 18K gold is 75% pure gold and 25% alloys and is the least durable of the different types of golds.
- What is the difference between white gold and platinum?
- White gold is pure gold that has been mixed with alloys to make it appear to be white. Platinum is a pure metal that is naturally white in color and is stronger and more durable than white gold. It is also more rare and thus more valuable.
- Does Ultra Diamonds use treated gemstones?
- Yes, most gemstones in the industry have been treated. Emeralds are oiled or waxed to enhance their color and increase their durability. All gemstones are usually heated to bring out a brighter color. Blue topaz may be treated with irradiation, and blue sapphires may be treated with diffusion. However, all treatments are designed to enhance the gemstone's natural beauty, and all are standard in the jewelry industry. Fine untreated stones are so rare in fact; that they often come with a certificate stating that fact, and can cost more per carat than a fine diamond.
- What's the best way to store jewelry?
- Storing jewelry properly requires a little extra care. Diamonds and other gemstones are hard enough to scratch metal jewelry and to mar the surfaces of other stones they come in contact with. Store gemstones in their own individual soft cloth pouches or place them in a jewelry box that has separate compartments for each piece. Metal jewelry should also be stored separately.
- Can you suggest a good way to clean jewelry?
- Whichever method you select, a gently hand cleaning is best. To clean jewelry with gold, platinum and most gemstones, make a diluted solution of mild dishwashing liquid. Use 1 tablespoon to 2 cups of lukewarm water in a bowl. Loosen dirt by soaking jewelry in a strainer for 10 to 20 minutes. Lightly and carefully use a soft brush to work out dirt. Gently use a toothpick to reach into crevices. Rinse with clean lukewarm water. If you rinse in a sink, close the drain first.
- Where does your jewelry come from?
- We shop the world to bring you fine jewelry at affordable prices. We deal directly with a number of jewelry manufacturers in the U.S. and around the world. Ultra Diamonds works only with the finest craftsmen and designers to ensure quality workmanship and fair pricing.
- Does Ultra Diamond sell or rent its mailing lists?
- No. Ultra Diamonds is very concerned with our customers' privacy. Therefore, we do not sell or rent any of our mailing lists in order to protect that privacy. Please see our Privacy Policy
- I would like to send a letter to your corporate offices. What address should I use?
- The address for our corporate offices is
Ultra Diamonds
122 S. Michigan Ave, Suite 800
Chicago, IL 60603
U.S.A.
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- How do I unsubscribe to your emails and catalogs?
- To unsubscribe from emails you may either go to our home page and click on the "unsubscribe" link in the lower left. You may also write to us at the following address:
E-Commerce Department
Ultra Diamonds
122 S. Michigan Ave, Suite 800
Chicago, IL 60603
U.S.A.
- To unsubscribe from our Direct Mail or catalog promotions you may write to us at the following address:
Ultra Diamonds
122 S. Michigan Ave, Suite 800
Chicago, IL 60603
U.S.A.
attn: unsubscribe from catalog
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