FAQ

Top Questions

What is your return policy?
JR Dunn.com makes buying online risk-free with the guaranteed assurance of our return policy. We want you to be happy with your purchase, so if for any reason you are not satisfied, you can return any item without custom engraving or sizing in its original condition for a refund or an exchange. Refunds will be credited in the same form as they were paid. Limits apply on Special Order items (special size, metal, etc.), so please contact us for details on what items are special order.
  • Jewelry: 30 days from the date of delivery with Nov & Dec returns extended to Jan 15th for online purchases only.
  • Watches and Watch Straps: 10 days from the date of delivery for online purchases.
  • Mounted/Unmounted Loose Diamonds: 10 days from the date of delivery for online purchases..
Shipping is not refundable. Return shipping charges will only be refunded due to discrepancies and errors of JR Dunn Online. We only refund up to the price of standard ground shipping.

Returns may take one to two weeks to process and at least one billing cycle for the credit to appear on your credit card statement.

When will my order ship?
Most in-stock items ship in 2-7 business days. Please check with us by phone and have your order number ready to verify that the items you wish to purchase are in stock. The time required to ship Back-ordered or made-to-order items varies according to the manufacturer. Note that your payment and shipping address will need to be verified and the time required to do so may vary. If you send a check or wire we must wait for it to clear our bank, which will take 14 business days from the date the funds reach our account.
Do I have to pay sales tax on my order?
J.R.Dunn Jewelers, as an online retailer, is not required to collect sales taxes on internet sales into states where we do not have a physical presence. Since we are located in Florida, sales made and shipped to clients in our state are subject to 6% sales tax.

For clients outside of Florida please consult your accountant or qualified tax professional to understand what your obligations are. It is important to note that clients who live in a state that collects sales tax maybe technically required to pay the tax to their state even if we don't collect it.
If I apply for Affirm financing will it show on my credit report?
Affirm pulls 'soft' credit check that will not affect your credit score.

Order Status

Can I have a package sent to a different address?
YES! If you wish to ship an item to another address, such as your workplace or another residence we can do that and would be happy to accommodate you. JR Dunn allows shipping to almost any address you wish, however for your protection and our insurance requirements, we request a verified address for credit card payments and we will not ship to a PO Box.
What is a Verified address for credit card payments:
An address that your credit card company confirms as associated with your account.
Adding an approved alternate address is fast and easy:
Call the phone number on the back of your credit card and ask to add an alternate address for shipping. This will not change where your statement is sent, it will simply be an extra address that you've ok'd for shipping. Once this is done and verified we will ship to that address.
For your Protection:
Most online fraud cases involve someone using a credit card and shipping the merchandise to another address. Before the cardholder is even aware of the transaction the items have been shipped to an address the cardholder has never heard of! To protect our customers and limit fraud we will only ship to an address YOU say is correct. When shipping to you JR Dunn provides free shipping and insurance and we adhere to the strictest guidelines to protect our Customers and merchandise
How do I change quantities or cancel an item in my order?
Click the "My Account / Order Status" link at the top right hand side of our site to view orders you have placed. Then click the "Change quantities / cancel orders" link to find and edit your order. Please note that once an order has begun processing or has shipped, the order is no longer editable, contact us to change.
How do I track my order?
Upon shipment of your order we will email you the tracking information.
My order never arrived.
Click the "My Account / Order Status" link at the top right hand side of our site to track your order status. Be sure that all of the items in your order have shipped already. If you order displays your Package Tracking Numbers, check with the shipper to confirm that your packages were delivered. If your packages each show a status of "delivered", please contact customer service for assistance.
An item is missing from my shipment.
JR Dunn uses surveillance tape to monitor the shipping process in order to review that each order is packaged correctly. Please make sure to hold onto the packaging you received as an insurance investigator from our shipping service will visit you to review the received materials. In order to being the inspection process for a shipment please contact our Customer Service department.
My product is missing parts.
Click the "My Account / Order Status" link at the top right hand side of our site to track your order status. Be sure that all of the items in your order have shipped already. If you order displays your Package Tracking Numbers, check with the shipper to confirm that your packages were delivered. If your packages each show a status of "delivered", please contact customer service for assistance.
When will my backorder arrive?
Backordered items are those which our suppliers are unable to predict when they will have more in stock, but as soon as they do, we will be able to ship the item to you. Please note many of our Designer pieces are made just for you - so may take some time. Please be patient & we will get your items to you just as quickly as we can!

International Shipping

Do you ship to my country?
Please create an account by clicking the "My Account / Order Status" link at the top right hand side of our site. During signup we'll ask for your shipping address details including country. If your country is not in the dropdown menu of available countries, unfortunately we may not be able ship to your country at this time, but please contact customer service for more information.
What are my payment choices?
International orders require pre-payment. During the checkout process you may choose any of our current payment options and continue to place your order. There are also layaway plans you may discuss with our Customer Service Representatives. Please note that we will not ship your order until we receive payment from you.
When will my order ship and what are my shipping charges?
Shipping is automatically calculated prior to submitting your payment information. Simply add items to your cart and proceed to the Checkout page where you will be offered Shipping Method choices and their prices.
Depending on stock status, we will ship your order shortly after we receive payment from you. Additional payment information, or an alternative payment method may be required.
International orders may be subject to customs fees, import taxes, duties, or other fees imposed by your government. JR Dunn does not charge these fees, and we have no control over the amount of the fees. All such fees are your responsibility, and are not included in the shipping charges quoted to you. Please contact your customs office for information about additional fees.

My Account

How do I create an account?
To create an account click here.
How do I edit my account information?
1. Sign in to your account here.
2. In the left column under ACCOUNT click on Account Information. You can now edit your account information.
How much is my shipping?
Shipping on orders over $99 is free. Domestic ground shipping is $7 and international shipping varies by country from $50 to $150.
I forgot my password.
To retrieve your password, go here.
How do I return my product?
Returning a product is easy. Just go here for full instructions.
I received the wrong product.
We're very sorry this happened. Please call us at 866-362-5787 and we will make it right.

Pricing and Billing

Does JR Dunn accept Layaway payments?
Yes JR Dunn accepts layaway payments. Please contact us for full information. Payments must be completed within a maximum of 90 days, merchandise will only be shipped once all payments are completed and processed, all payments are non-refundable. Layaway plans may not be combined with special offers or used for sale merchandise.
Does JR Dunn accept PayPal payments?
Yes, JR Dunn accepts PayPal payments with the following restrictions. Payments must be completed within 24 hours, merchandise will be shipped once all payments are completed and processed. Paypal payments are only accepted for items under $3,000. The shipping address must match the verified address on file with PayPal. PayPal may not be used for shipments outside the USA.
Do I have to pay sales tax?
We will only collect sales tax if you are located in the same state as our warehouse which is in Florida. If you are outside the state of Florida sales tax will not be added to your order.
I have a question on my charges.
Click the "My Account / Order Status" link at the top right hand side of our site to review your orders. You may compare your order history on our website, with your financial records. If you have further questions or concerns, please contact customer service for further assistance.
I need a copy of my receipt/invoice.
Click the "My Account / Order Status" link at the top right hand side of our site to print invoices.
When will my credit appear on my account?
Credits usually take 7-14 business days from the time we receive your item(s). When we initiate the credit, it may take a few additional days for the amount to appear on your account, or up to 30 days for it to show on your statement. Check with your credit card company for exact details of a particular credit.
When will my credit card be charged?
Your credit card will be charged within 48 hours prior to shipment of your item(s). However, at the time you place the order your card will be 'Authorized' for the amount of the purchase, meaning the card's status will be verified as in good standing.
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