Making an Order
How do I place my order?
Once you have selected a product you would like to purchase, simply click ‘Add to Cart’, confirm your selection in the shopping cart and continue by clicking ‘checkout’ to enter your shipping and billing information. Or you can call Customer Service and one of our jewelry specialists will gladly take your order. We are available Monday through Friday 9:30am-5pm Eastern Standard Time.
What happens after I submit my order?
You will receive a confirmation page that will include your order number. You will also receive a confirmation email that will include all contents of your order.
How do I track my order?
Once your order has been processed and shipped, you will receive a confirmation along with your tracking number. Simply click on the link provided for your tracking information. You can also login to our ‘My Account’ feature, which will give you all the details and updates about your order.
How do I modify my order?
Please contact our customer service team either via phone or email as soon as possible to find out if it is possible to modify or cancel an existing order.
What do I do if I don’t receive an email with my order confirmation?
Please contact our Customer Service team immediately to confirm that the email address on file is correct and to obtain your email confirmation. If you created an account, you may also log in to your account online and see all the information about your order.
What if I forget my password?
Simply visit this link If you ever forget your password again, there is always a link on the ‘My Account’ page. Provide your email address and DiamondInTheRough.com will email you a new password via a secure, encrypted connection. You may change your password by visiting ‘My Account’ once you have logged-in successfully. Please note that passwords are case sensitive.
What is your item availability?
Each of our pieces are individually crafted and unique. We are continuously adding to our collections of similar items, however once one of our pieces has been sold, it cannot be reproduced identically. Please keep this in mind as you make your purchase decisions.
What forms of payment do you accept?
We accept all major credit cards – Visa, MasterCard, American Express, Discover and Bank Wire Transfers. For Bank Wire Transfers.
Is it safe to use my credit card/debit card on your site?
Yes, our website is secure. To help ensure that your shopping experience is safe, simple and secure Diamond in the Rough uses Secure Socket Layer (SSL) technology. This encrypts and protects the data you send to us over the internet. If SSL is enabled then you will see a padlock at the top of your browser and you can click on this to find out information about the SSL digital certificate registration.
You will also notice that when you look at the location (URL) field at the top of the browser you will see it begin with 'https:' instead of the normal 'http:'. This means that you are in secure mode.
Will I get charged for sales tax?
Tax charges are based on state and local tax laws and tax rates. Factors that determine the appropriate tax include the delivery address of your order and the location from which the order is shipped. If applicable, the tax charge will be added to your merchandise total and displayed on your final order confirmation.
Do you accept international orders and provide shipping?
Yes, we accept international orders and provide free shipping. All international orders must be paid by bank wire transfer and the recipient is responsible for all duty and customs. We always ship using first priority delivery which can take up to 2-5 business days for international orders. Certain destinations may require additional days. We will provide you with a tracking number that will give you up to date information about your order.
Do you do custom orders?
Because our select rough diamonds are so rare and unique, we cannot guarantee the availability of all requests. Depending on the request, we can definitely create non-returnable custom orders.
Is engraving available?
Yes, engraving is available on Diamond in the Rough jewelry. Please contact us to coordinate engraving on your order.
Do you offer financing or payment plans?
We do not offer any financing or payment plans, however we accept down payments to place an item on layaway and split payments between credit cards. We cannot resize or ship your item until it is paid in full.