The SuperJeweler Blog » Customer Service

“Hou” Did That Get There?

Jessica — Mon, 20 Oct 2008 16:22:19 +0000

A few of you might be wondering why there is a “Hou” on your ring. We assure you that this is not a case of a mistaken engraving or of sending you the wrong piece; all of our pieces are brand new and not engraved. The “Hou” is the trademark stamp of the company that manufactures the ring, much like the name “Coca-Cola” appears on every can of Coke that the Coca-Cola Company produces. Trademark stamps have been around for many years, and they often help antique dealers identify and appraise old pieces of jewelry. Think of the “Hou” as a birthmark of sorts, an identifying factor that will help you distinguish your ring from others that may be similar to it. If you decide that you are unhappy with the ring for any reason, simply write “return for refund” on your packing slip (the piece of paper inside your package) and send everything that came inside the package (item, packing slip, and appraisal card) to:

SJ*
20 East 46th St.
Suite 1201A
New York, NY 10017

*Please write “SJ” instead of “SuperJeweler.com” to reduce the risk of unwanted tampering with or theft of your package.

Feel free to call Customer Service at 1-877-888-0175 if you have any questions, “Hou”-related or otherwise.

You Have Reached the Voicemailbox of…

Jessica — Wed, 15 Oct 2008 13:48:44 +0000

We really wish that our Customer Service reps could be around 24/7 to answer all of your questions. They try very hard to do so during our business hours, which are from 9 a.m. – 6 p.m. Eastern Standard Time. If for some reason our Customer Service reps are unable to get to the phone when you call, please leave us a voicemail so that they can help you as soon as they are able. Here are some important things that you can include in your voicemail that will aid our Customer Service reps in finding an answer to your question quickly and thoroughly:

Your name (please say it loudly and clearly; if you have an unusual last name, please spell it)
The last five digits of your order number (it usually starts with a 15)
When the order was placed
A phone number where you can be reached (it is so helpful if you say this number twice, in case our Customer Service rep has trouble hearing it the first time)
A brief summary of your problem or question

You also have the option to e-mail us. We can be reached at superjeweler.com@gmail.com. Please include the same information as you would in a voicemail.

A lot of information can be found on our website. You can find the answers to many questions at these places: on our FAQ page, on our Shipping page, on our Diamond Information page, and on our Contact Us page.

RMAs and Many Happy Returns

Jessica — Wed, 08 Oct 2008 15:37:58 +0000

An RMA, or Return Merchandise Authorization, is a transaction in which the customer arranges to return a product for repair, exchange or refund. You do NOT need an RMA number when returning items to SuperJeweler.com. Learn how to return an item for a refund, repair, or an exchange!

Do I need an RMA number to return, repair, or exchange my order?

Nope. To return an item for a refund, repair, or an exchange simply follow these steps:

Write on a copy of your packing slip (the piece of paper that came inside your package) a brief explanation of why you are returning the item to us. If an item is the wrong style or size, write the style or size that you would like.
Put everything that was in the original package (item, appraisal card, copy of your packing slip) either back into the original packaging or a new package.
Send it to this address: SJ*, 20 East 46th St., Suite 1201A, New York, NY 10017

*Please do NOT write SuperJeweler.com on your package. Instead write “SJ” so that your package will be safe from tampering or theft. Also, it is a good idea to insure your package when returning it.

What is an RMA number?
An RMA, or Return Merchandise Authorization, is a transaction in which the customer arranges to return a product for repair, exchange or refund. The customer calls the Customer Service Department and is issued an RMA number, which is written on the return packaging. This number helps the Shipping Department know how to route the package when they receive it. As mentioned above, you do NOT need an RMA number when returning items to SuperJeweler.com.