Customer Service & FAQ

Shipping
How can I track my order?
How quickly do you ship my Order?
When will my order arrive?
Does Tano Jewelry ship to my location?
Will my order come all at once or in multiple shipments?
What if I receive my package a product is damaged?
What if I do not receive my package?

Orders
I need to speak with someone now about my order.
Can I order over the phone?
How can I make changes to or cancel my order?

Returns and Exchanges
What is your Refund Policy?
What is your Exchange Policy?
Why is the Return Address name Tano instead of Tano Jewelry?

Jewelry Questions
How do I know the jewelry will fit me?
Do you offer lead-free & nickel-free jewelry?
What are Base Metals?
Do you have a Tano Jewelry catalog?

Payments & Security
What payment methods do you accept?
Is my credit card number and information secure?
What is your 30 Day Money Back Guarantee?
What is your Best Price Guarantee?
What is your Shopping Guarantee?

General Questions
Why do you ask me to register?
Can I place a Wholesale Order?
How can I get a coupon?
When can I use a Coupon Code?
How can I contact Tano Jewelry?

Shipping

How can I track my order?
You can track your order with your tracking number. Tracking numbers are only provided with orders being shipped USPS Next Day Air.  You can only track your orders on www.usps.com.  If you need help, please email us your Order Number and question to shipping[at]tanojewelry.com.

How quickly do you ship my Order?
We make an effort to ship orders within 24 hours.  Sometimes it may take as long as 36-48 hours, but be assured we are working as hard as we can to ensure your happiness.  For further details see our Shipping Information section.

When will my order arrive?
For rate and transit time details see our Shipping Information section. Remember, there is an order processing time period and shipping transit times may increase if your order in being shipped to a rural address, Alaska, Hawaii, Internationaly or during holiday seasons.

Does Tano Jewelry ship to my location?
Tano Jewelry ships everywhere. We ship via USPS within the U.S. and Internationally. Visit the Shipping Information page for details.

We now ship Internationally through a custom order form. We can not accept International orders through the website. We can accept credit cards for Canadien orders, but all other country orders must be paid through PayPal. This is to protect Tano Jewelry from fraud.

Please see our Shipping Information section for shipping details and Download the International Order Form.

Will my order come all at once or in multiple shipments?
If all of the items you purchased are available, we will ship all your items at once.  If one or more of the items you ordered is on back-order, we will ship all other available items in your order and ship your back-ordered item(s) free of charge when they become available.

If you place multiple orders on www.tanojewelry.com at different times, please contact us to determine whether your orders can be combined.  If your orders are placed the same day, we can definitely combine the orders and ship them together.  All other situations will be assessed once you Contact Us .

What if I receive my package and it is damaged?
If your product is received damaged, please notify us at shipping(at)tanojewelry.com and we will help you correct your personal situation.  It is necessary to keep all shipping documentation and original packaging.  We will be happy to work through your situation and ensure you are satisfied.

What if I do not receive my package?
It is the customers responsibility to recieve the package once shipped. If a mail carrier attempts to deliver your order and the customer is not available to recieve the order. The mail carrier will either hold the package at their facility or return it to Tano Jewelry. If the customer does not pick up the package from the mail carrier’s office in time and the package is destroyed or lost, there will be no refund issued. If the package is returned to Tano Jewelry and the customer would like the package shipped again, the customer must pay for shipping costs. If the customer wants to return the order, there will be a 15% restocking fee to cover time spent and processing fees.

USPS Parcel Post Orders – If you shipped Parcel Post orders, there isn’t much w can do. Per our Shipping terms on the Shipping Information page, we don’t refund or resend merchandise that is not received when shipped USPS Parcel Post. Tracking numbers are not provided by USPS on Parcel Post orders.Our recommendation is to check with your local USPS post office and check with the office at your apartment building or housing office. Often times, USPS will not leave a notice of missed delivery and the package will be waiting at the local post office.

USPS Priority Mail & USPS Next Day Air Orders – Please send us an email with your order number, date of order and tracking number to info[at]tanojewelry[dot]com and we will contact you shortly with information on your package.

Orders

Can I order over the phone?
We do accept phone orders.  Please leave visit our Contact Us section for instructions on leaving a message with our Customer Service Message Service.  We will call you at your specified Day and Time to take your phone order.

How can I make changes to or cancel my order?
Please contact us immediately through our Contact Us page. We will determine whether the order has shipped. If it hasn’t shipped, we will cancel your order and process the refund minus a 5% charge to cover the transactions fee we incur.

If your order has already shipped from our facilities, you will need to Return or Exchange the order. Please see our Refund/Exchange instructions below.

I need to speak with someone now about my order!
Don’t worry.  We don’t want you to have any more stress in your life and will do whatever we can to make you smile again.  Calmly go to our Contact Us section and send us an email to info[at]tanojewelry.com.  We check our emails and messages all day long.  You will have the same result as speaking with someone on the phone right now.  We will base any changes to your orders on the date and time we receive a message or email from you.

Returns and Exchanges

What is your Refund Policy?
For refunds, a customer may return any retail accessory within 30 days of the shipping date for a refund if the product is in the original condition and packaging. We deduct a 5% flat re-stocking fee to cover labor and payment processing fees. If you would like to return a product after 30 days, we will exchange the item for an accessory of equal value. However, the shipping costs must be covered by the customer.  If we no longer carry stock of the particular item, we will issue you credit to use at any time or we can send you another accessory of equal or lesser value.  We do not issue refunds if the customer alters or damages the jewelry.

The customer is responsible for the shipping and handling fees towards returning the product.  Upon receipt and examination of the product, the original purchase price will be credited to the customer minus the 5% fee. We can not issue a refund if the returned item is received in a damaged condition. We also recommend using Tano as the address name when returning or exchanging merchandise.

Download and Print the Return/Exchange Form below. Follow the instructions and provide all required information.

Return and Exchange Form
Download Return/Exchange Form. The form is available as a PDF. PDF (Portable Document Format) files allow forms to be saved to your computer.

Need a PDF viewer? You can download the latest version of the Adobe Acrobat Reader from Adobe’s web site. Download Adobe Reader.

What is your Exchange Policy?
If you would like to exchange a product, please download the Return/Exchange Form above. Follow the instructions and provide all required information. The customer is responsible for shipping and handling fees.  We do not issue exchanges if the customer alters the jewelry.

If you receive a product that is different than the product on your invoice, meaning we shipped the wrong item, we will exchange your product and cover all shipping and handling fees.

Why is the Return Address name Tano instead of Tano Jewelry?
This is an extra safety precaution we take when shipping your items.  It is best to keep the contents of the package conspicuous to avoid any temptation by transporters to open the contents.  We also recommend using Tano as the address name when returning or exchanging merchandise.

Jewelry Questions

How do I know the jewelry will fit me?
We select jewelry based on design, quality and usability. We sell jewelry that fits the majority of people and provide Item Measurements to help you make the best decision. Determine the size of the item and then use a measuring tape at home to make the most informed decision. Don’t worry about it too much, everyone loves Tano Jewelry and our products will make wonderful gifts. If you are really concerned, Contact Us and we will discuss sizing measurements.

Do you offer lead-free & nickel-free jewelry?
All our our Jewelry Sets are lead-free and most of our other accessories are as well. Some of our Earrings are nickel-free, but some aren’t. A small percentage (15%) of the population reacts to nickel, so please read each product description to see if it is nickel-free. Symptoms can range from itching and redness to rashes. We don’t want you to be uncomfortable, so if you have any questions, please Contact Us and will discuss your concerns.

What are Base Metals?
Base Metals are all non-precious metals such as Gold and Silver. Most of the base metal of which our jewelry is made is called Rhodium. Rhodium is a metal often used when plating or making jewelry. It is not completely resistant to the effects of everyday wear and corrosion. To protect your Tano Jewelry, don’t wear when cleaning, gardening and other activities that may affect the jewelry’s appearance. Talc, which is in many cosmetics can cause corrosion on Rhodium jewelry.

Some helpful tips for taking care of Rhodium:

Do not use any rough cloths for polishing.
Do not use chemical cleaners.
Clean only with mild soap and water.

Do you have a Tano Jewelry catalog?
No, Tano Jewelry does not have a retail catalog at this time. You may view and purchase all Tano Fashion Jewelry and Headbands by ordering online at Tano Jewelry.com or by Telephone.

Payments & Security

What payment methods do you accept?
We accept the following major Credit Cards, American Express, Visa, MasterCard, Discover.  We accept Check Cards, ATM cards and PayPal is also gladly accepted.

Is my credit card number and information secure?
We have taken extensive measures to protect your personal information and provide a secure website so you can place orders in confidence.  Our Secure Sockets Layer (SSL) software is the industry standard and among the best software available today for secure online commerce transactions.  SSL encrypts all of your personal information, including credit card number, name, and address, so that it cannot be read as the information travels over the Internet. Tanojewelry.com does not allow any transactions that do not occur on a secure connection.

When shopping on Tanojewelry.com, you’re transactions are guaranteed by GeoTrust for $1,000,000.  So, shop with confidence and know that we take all necessary security precautions to keep your information safe.

What is your 30 Day Money Back Guarantee?
At Tano Jewelry, your satisfaction is imperative to our success.  We have a 30 Day Money Back Guarantee on all retail accessories. Please refer to our return policy for instructions and terms.  If you have a problem with your accessory, send us the merchandise and we will either fix or replace the accessory. If you are unsatisfied with your purchase, please contact us at customerservice(at)tanojewelry.com so we can address your personal situation.    A receipt to verify the accessory was a Tano Jewelry purchase is necessary.

What is your Best Price Guarantee?
We guarantee the best price on all products sold and will beat the competitor’s price by 10%.  If you see the exact product sold at Tano Jewelry elsewhere, please contact us before you order at customerservice(at)tanojewelry.com.  We will congratulate you on your investigative skills and be happy to discount the item an additional 10% of the competitor’s price.

If you have already purchased the item(s), send us an email and we will credit you 10% of the competitor’s price.

What is your Shopping Guarantee?

The Tano Jewelry Shopping Guarantee protects you when you buy from www.tanojewelry.com, so that you never have to worry about credit card safety.

Our Secure Sockets Layer (SSL) software is the industry standard and among the best software available today for secure online commerce transactions.  SSL encrypts all of your personal information, including credit card number, name, and address, so that it cannot be read as the information travels over the Internet. Tanojewely.com does not allow any transactions that do not occur on a secure connection.

When shopping on Tanojewelry.com, your transactions are guaranteed by GeoTrust for $1,000,000.  So, shop with confidence and know that we take all necessary security precautions to keep you safe.

General Questions

Why do you ask me to register?
Registering definitely has its benefits.  We securely save your information for you, so next time all you do is login and everything is already inputted for you.  Registering saves you time, finger energy and you don’t have to have your credit card or remember any information to make a purchase.

Additionally, registering enables you to receive Free Gifts, Free Shipping and other Coupons to save lots of cash.   Convinced?  Register now, it’s free and painless.

 How do I receive Coupon Codes?
We offer coupon codes in our emails.  Sign-up for Emails on the bottom right of any page and we will send you a Free Gift and cash-saving Coupon Codes.

When can I use a Coupon Code?
Only one coupon code can be used per order and apply to the orders placed before the Coupon expiration date.   Please Contact Us if you want assistance using a Coupon Code.

Can I place a Wholesale order?
We offer a wide range of wholesale services. Our wholesale prices are highly discounted and either based on dollar amount or quantity of items purchased.  The minimum order value is $200.  Visit our Wholesale Fashion Jewelry section for detailed information.

How can I contact Tano Jewelry?
No problem, please go to our Contact Us page and send us an email or call our Customer Service Message Service.  We will respond promptly and address your personal concern without even mentioning the ugly FAQ section.

Comments are closed.