FAQs

Here the my production and fulfillment policies from the company ShineOn:

Typical Production Timescales

Different products have different production times, they currently are:

  • Message Card Products: 1-3 Business days
  • Engrave Only Products (Watches, engraved pendants, stamped items): 2-3 Business days.
  • Graphic Products (Heart, circle, and dog tag graphical jewelry): 2-4 Business days.
  • Metal Art: 10-14 Business days

 When does an order enter production?

An order will enter production the next business day after it has been paid. That means if an order has been paid for on Monday, the first day of production is Tuesday.

Production does not typically run over weekends. Which means if an order was paid for on Thursday, the first day of production would be Friday, and the second day of production would be Monday.

 About returns and exchanges

Our jewelry products are made to order just for you! We're unable to offer returns or refunds for those, however if you have any issues with your order, please contact our support team who'll be happy to assist you!   

Package protection and remakes.

If there are problems with orders, we can offer remakes under certain circumstances at our discretion.

We can currently offer remakes for either full items or just the box or accessories under the following circumstances:

All orders with a SHOPIFY store MUST have Package Protection for any remakes and wrong addresses that fall under the policy for Package Protection. Orders that have had no movement 30 days from the date shipped, can be reviewed for a possible approval for a one-time remake, by the discretion of Management. The item itself, an attachment, or the box arrived damaged or shouldn't have passed QA.

We will only resend the damaged parts of the order, except in cases were the item itself is damaged or poor quality. For example, if a chain or box is damaged, we would resend the chain or box on its own. If a message card is wrong or damaged, we would resend the message card only. If a pendant itself is damaged or faulty, remaking the entire order is fine.

For products that may have been received with the wrong design or product, Support Services MUST receive a loom video of the product and the package that the product was received in. If we do not receive this information, your request for a remake will be denied.

  • The item has been stuck in transit for an unreasonable amount of time.

Additional Remake terms.

Terms apply to remakes, they are:

Damaged or poor QA:

  • Item must show as delivered.
  • Latest claim time is 15 days after delivery.


Lost or stuck in transit:

  • Earliest claim time is 5 business days after last update (domestic) and 20 business days for intl
  • Latest claim time is 30 days domestic, 60 days intl.
  • Items in customs and showing as in clearance still need more time before deeming lost as customs can take a while in some countries.

Package protection.

In addition to our normal remakes policy, you can also pay for Package Protection.

Package Protection (PP) is an extension to our remakes policy, which also covers the allowance of a remake under the following circumstance:

  • The item is marked as delivered on tracking, but customer did not receive it

Typically, remake requests under this circumstance without PP would be denied. In addition, the following limitations apply:

  • PP covers a single replacement, not a refund.

 Shipping Times

We ship most products within 1-4 business days. After that, items typically arrive to customers within:

  • USA: 2-5 days (Extended time frame may occur for holiday and carrier issues) This is out of ShineOn's control
  • Shipping times are working days not calendar days

Once an item leaves our warehouse and is handed to the carrier, the shipping process is the responsibility of the carrier.

While we do have access to tracking systems which can provide information, once a package is in the carrier network, we are unable to fulfill requests such as redirecting packages, recalling packages, or expediting shipping due to circumstances outside of our control.

Please understand the above information may change at any time.

If you have questions about an order after it has shipped, and you have the tracking number, you will need to manage expectations and communication with the carrier.

If an order has been shipped and the tracking has not been updated 30 days from the date shipped, you may contact Support for further investigation. Management will review orders shipped, with no movement, that are past 30 days on a case-by-case bases.