Shipping, Repair, and Return Policy

Last Updated: 9/1/2025

Shipping Policy

1. Complimentary Shipping & Security

  • Complimentary & Fully Insured: All shipments within the US are sent via Complimentary Overnight or 2nd Day service and are fully insured against loss or damage until the point of confirmed delivery and signature. This service is provided at no additional cost.

  • Security Requirement: For the security of your high-value purchase, a direct adult signature is required for all deliveries. The carrier will not release the package without a signature.

  • P.O. Boxes: We cannot ship to P.O. Boxes to guarantee secure delivery and insurance coverage

2. Production Lead Time & Order Fulfillment

  • Made-to-Order Production: Since all of our jewelry is meticulously handcrafted and made-to-order, please allow a lead time of 2-4 weeks (contingent on the complexity or unique diamond design) for production before your order is shipped. This lead time is separate from the shipping transit time.

  • Fulfillment Schedule: Orders are processed and shipped Monday through Friday, excluding public holidays.

  • Split Shipments: If your order contains multiple items, they may ship separately based on availability to expedite the process. You will not be charged any additional shipping fees for split shipments.

3. International Orders & Carrier Terms

  • International Orders: For international orders, the customer is solely responsible for all import duties, taxes, and customs fees levied by the destination country. These charges are not included in the product or shipping cost and are the responsibility of the recipient.

  • Third-Party Carrier Terms: By placing an order, you agree to the terms and conditions of our shipping carrier, UPS, which govern the delivery service.

Returns & Damages Policy

1. General Policy: No Returns or Refunds
Carat Labs creates heirloom-quality jewelry, with many pieces being bespoke or made-to-order. Each piece involves a significant investment of artisan time, precious materials, and meticulous craftsmanship. Therefore, all sales are final, and we do not accept returns, exchanges, or offer refunds for any reason other than confirmed shipping damage as outlined below.

  • Finality of Sale: Due to the personalized and unique nature of our creations, all sales are considered final. We do not offer returns, exchanges, or refunds, as the piece is created specifically for you.

  • Preventing Dissatisfaction: We structure our collaborative design process to include client approval at every stage (including CAD/renderings and final stone selection). This ensures your final piece is a perfect, cherished reflection of your vision, giving you total confidence before we even begin production.

  • Client Responsibility: By placing your order, you affirm your understanding and acceptance of this final sale policy, including your responsibility to provide accurate specifications, such as confirmed ring sizing.

2. Policy for Damaged Items
In the unlikely event your fully insured order sustains documented damage during its transit to you, we are committed to making things right through our claims process.

A. Claim Requirements and Timeline

  • Immediate Notification: Should you suspect damage, please notify us immediately by emailing admin@carat-labs.com within a strict 24-hour window of the carrier's confirmed delivery time. This prompt reporting is necessary to secure our full insurance coverage.

  • Required Documentation: To help us file a successful insurance claim, your email must include your full name, order number, a written description of the damage, and a minimum of four (4) clear, high-resolution photographs showing:

    1. The damage to the jewelry item itself.

    2. The exterior of the shipping box (with the label visible).

    3. The interior packaging materials.

  • Assistance Note: We regrettably cannot process or assist with any claims that are submitted outside the 24-hour window or are missing the required documentation, as this immediately invalidates our insurance policy.

B. Assessment and Resolution

  • Mandatory Assessment: If the claim is initially accepted, we will require the damaged item to be returned to us at the customer's expense for our mandatory physical assessment.

  • Resolution: Upon confirmation of shipping damage, we will initiate a claim with our third-party insurance carrier. We guarantee that your resolution will be handled, but we do not issue a refund or begin replacement production until the insurance claim has been successfully approved and paid out by the carrier.

  • Sole Remedy: The sole remedy available for a successful damage claim is the prompt production of an identical replacement item, shipped back to you at our expense once completed. No monetary refund will be issued.

We cannot process any damage claims that do not adhere to these requirements. Once a valid claim is received and the damaged product is returned to us, we will file a claim with our insurance. Upon successful approval of the claim, we will commence production of an identical replacement item at no cost to you. The replacement will be shipped to you once completed.