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Help
Frequently Asked Questions
1) Do you have a catalog that you can send me?
Please note that we introduce new products on a weekly basis therefore we do not provide a printed catalog. Our online catalog is the most comprehensive and updated catalog.
2) Do you dropship ?
Due to the complexity and high cost of implementing the dropship program, it is not feasible for us to setup the program at this time. However, we will reconsider it in the future.
3) What is the delivery time frame?
We will ship out an approved order within 24 hours, and then we will use the shipping method the customers have chosen to ship out the merchandise.
Fedex Ground - 3 to 7 business days
Fedex 2 Day Air - 2 business days
Fedex Overnight standard - 1 business day
International Priority – 1-3 business days
4) Do you have the items in stock?
We have synchronized our website with the inventory system therefore a popup window will appear if you attempt to add items that are out of stock or have insufficient stock. Due to the high volume of orders some item may be already out of stock by the time an order is placed. Therefore normally we can fulfill about 80%-100% of the order.
5) I need a RMA for my order
Please read our return policy
6) I need to obtain more information (size, dimension, appearance) for certain products?
Please check out the product description of the products. If the information is not available please contact us and we will try our best to provide the information.
7) Some items are missing from my order.
As indicated above our normal fulfillment rate is about 80% - 100% therefore it is likely that some items are out of stock/backorder/discontinued. If you have been billed for items that are not received please contact us and we will investigate the matter immediately.
8) I have a show/deadline to meet in a certain date; can you deliver by that time?
We will try our best to meet customers’ deadlines. However, due to the high demand on our products, there are times when deadlines just could not be met. We apologize in advance for such inconvenience. Please make sure you place your order well in advance so that the chances for missing the deadlines are minimal. Please note that Citijewels.com does not guarantee to meet any deadlines therefore customers cannot use it as a base for cancellation of orders.
9) I have my own design and wishes to custom made my merchandise, can you do that?
Yes, we can manufacture any fashion accessories, as long as it is legal to do so. The minimum requirement is 300 pieces and different products have different requirement.
10) What payment methods do you accept?
We accept: Visa/Mastercard/Discover/American Express, and Paypal. Please note that we do NOT accept COD as a payment method.
11) Do you ship internationally?
Yes we do ship worldwide and we have contracts with Fedex that can offer you more discounts and better service than other carriers therefore the more you buy the more you save.
12) Do you do closeout sales?
We do have excess inventory from time to time and they will appear in the Sales or Clearance sections.
13) What is the minimum purchase requirement?
For each order, the minimum subtotal has to be at least $100.
14) Must I submit the reseller information?
If you are located in New York and want to waive the sales from your order then you must submit a California Seller Certificate with us. Please complete the certificate and fax 1-212-686-9378
15) Why is my credit card charged when you didn’t ship my order yet?
There is a difference between “Authorization” and “Charged”. Like any other credit card purchase, the credit card company will put a hold on the funds that are reserved for the merchants to charge at a later date. We only charge when we shipped the products, therefore the transaction is just authorized.
16) What do all the shipping methods mean?
FedEx Standard Overnight® – Overnight delivery in the U.S. by 3pm, or 4:30pm in rural areas.
FedEx 2Day® –Delivery in the U.S. by 4:30pm (7pm to residences) in 2 business days.
FedEx® Ground –Delivery in 1-5 business days in the contiguous U.S.
FedEx International Priority® – Time-definite delivery in 1-3 business days to more than 210 countries.
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