Customer Service
Payment Policy
We offer several methods of payment. You may choose to pay for your order using any of the methods listed below. If you have questions about any of the payment methods listed, please email us at gemologist@passionfirediamonds.com .
Wire Transfers:
All cash transactions will receive a 2.0% discount on the total purchase price. We will provide the customer with all the bank information to conduct the transaction. All United States wire transfers are usually cleared within 24 hours, your order will be held until the wire has been received. Once we receive your full wire transfer, your purchase will be shipped the next UPS shipping day following the order fulfillment. Please note: Your financial institution may assess a fee for using a bank wire.
Credit Cards:
We accept the following credit cards for payment of all domestic orders: Visa, MasterCard, Discover.
We currently do not accept credit cards for the payment of international orders.
Check or Money Order:
We are happy to accept payment by personal check, bank check, and money order. Personal checks take approximately 7 - 10 business days to clear our bank. Money orders will also have a waiting period of approximately 5 days to clear our bank. As soon as the check or money order has been cleared, your order will be mailed out at the next UPS scheduled pick up.
Shipping Policy
All orders will be shipped and insured via UPS within the United States. Currently, Passion Fire Diamonds does not ship outside of the United States. However, we do ship to all APO and FPO post offices, as a service to our military men and women currently serving overseas.
All orders are doubled boxed and insured for your protection. Your tracking number will be emailed to you for your convenience. An adult signature is required upon arrival. Please do not have a signature release form on file with UPS or Federal Express. Once signed for, the package is your responsibility.
Return Policy
30 Day Return and Refund Policy: We will gladly refund your purchase if you are not satisfied with your purchase. Refunds will not be issued until the merchandise has been returned and has been verified. Please do not dispute your credit card charge; we will issue the refund once the return process is complete. Disputed charges make the return process more complicated and will be subject to a non-refundable $300 administrative fee.
Please follow these simple steps in processing your return.
Step 1
Call to receive a Return Authorization (RA) number. You will receive an e-mail telling you the specific address to send your return. We cannot accept packages shipped to any other address.
Step 2
Include all original packaging materials. If your item was delivered with a GIA or other Gem lab diamond certificate/grading report, and if that certificate is not returned, you will be charged a $350 replacement fee. The RA number must appear on the outside of the package.
For security reasons, do not write 'diamond,' 'jewelers,' 'jewelry' or other related words anywhere on the outside of the box.
Step 3
Ship your package via US Postal Service Registered Mail insured for the total value of the contents, with return receipt for confirmation that your package has been received by us. Please do not ship Fed Ex or UPS because these carriers do not normally include insurance.
Return shipping costs are the sole responsibility of the customer. After we receive the returned order, we will inspect and verify the condition of the item. Returns take approximately seven business days to process. You will receive a refund for the original purchase amount of the item, but not for shipping, handling or insurance. Refunds will be made using the mode of payment used in the original purchase, with the exception of bank wire payments. Orders paid by bank wire will be refunded in the form of a check. For all credit card refunds, please allow one monthly billing cycle in order for your credit to appear. If you dispute a credit card purchase without returning the merchandise, you will be charged an additional administrative fee of $300.00.
Packages without a return authorization will be refused delivery and will not be accepted for refund. Items must be returned in the same condition as sent within 30 days from the date of shipment. Our diamonds are each serialized and branded so that we can identify them quickly. All requests for refunds must be in writing via email or fax within 30 days from the date of shipment. All items must be shipped back within 30 days from the date of shipment. Orders received after this date will not be accepted for a refund, exchange, resize or repair. Any returns showing signs of wear or those that have been engraved, altered, resized, or damaged in any way will not be accepted for return. Improperly packaged or uninsured items will be refused receipt and not eligible for a refund.
FAQs
Q: I'm a little skeptical about making a large purchase over the Internet.
A: We are not a faceless internet business. Please do not hesitate to call and speak directly with us. We are affiliated with a number of agencies to protect your privacy and ensure a safe transaction. We use PayPal to process online credit card payments using encryption technology. We subscribe to the TrustE Privacy Program that guarantees the safety of your personal information. We are members of the Better Business Bureau (BBBOnLine.) David Nygaard and David Nygaard Fine Jewelers, our sister company is a member of the American Gem Society and American Society of Appraisers, which holds the highest ethical standards in the jewelry and appraisal industry.
Q: Where are the offices of PassionFireDiamonds.Com located?
A: We are located in Chesapeake Virginia and currently share our offices with David Nygaard Fine Jewelers at 1412 Greenbrier Parkway, Chesapeake, VA 23320.
Q: Do you offer financing, a payment plan or a layaway plan?
A: We do not offer any plans at this time. However, we accept many forms of payment, including all major credit cards and wire transfers.
Q: What form of payments to you accept?
A: We accept VISA & MasterCard. We also can accept wire transfers directly to our bank with a 2% discount.
Q: Can I use more than one credit card for payment for a single order?
A: Yes we are able to split the total charge into 2 cards. Please contact us about this before making your purchase.
Q: Do you offer discounts or do you ever have sales?
A: We offer a 2% discount if you pay using the wire transfer option.
Q: Do you sell Conflict Diamonds?
A: No, we do not sell them and make every effort to ensure that we do not. We are committed to working with suppliers that abide by the Kimberly Process Act that guarantees that each and every single purchase is documented as a diamond from a legitimate source and is conflict-free. Many of our diamonds come from Canada.
Q: Can I come in and see the diamond before I decide to make the purchase?
A: You are welcome to shop at our partner retail store. Your diamond may or may not be physically in the store when you come in, but you can see a comparable diamond, and see firsthand why Passion Fire diamonds are the most brilliant.
Q: Do you have a catalog that I can request?
A: We are sorry, we do not produce a catalog. We are constantly expanding our jewelry and diamond inventory and always include our new selections online. Many of our items are custom tailored to fit your needs. We make just about everything to order, like a fine restaurant, versus prepared fast food.
Q: Can I see the diamond in the mounting before I purchase it?
A: We can send you a picture of what your final ring will look like, and you can always cancel the order if you don't like it.
Q: If I buy the ring and the diamond, will I receive a ring that is set?
A: Yes, you will receive the complete ring that is set. We assemble everything to order. This normally takes 12-15 business days to complete.
Q: I am interested in a certain ring, but would it be available in another metal?
A: Even though it may not be shown, most of our rings are available in various metals such as 18 karat yellow, rose, or white gold or platinum or palladium. Please list this request as a special order and we will return a quote before you decide to proceed.
Q: What if the diamond that I am looking for is not in your inventory?
A: We source every diamond ourselves. If there is a shortage for a particular size color or clarity range, we will replace the diamond ordered with one of a higher color clarity or size grade. Once you have placed your order, you will receive the details of the diamond we are preparing to ship. There is no extra charge for an upgrade.
Q: How is cut measured?
A: To determine a diamond's cut grade, an optical measuring device creates a three-dimensional model to determine the diamond's proportions and angles. The interrelations between these various dimensions will greatly affect how light reacts once it enters and how it behaves upon exiting the diamond. By using sophisticated computer modeling, it is possible to trace light behavior and measure its levels of brilliance, fire and sparkle as it exits the top and sides of the diamond. Passion Fire diamonds uses state of the art equipment and software to measure angles and light return. Nothing however can replace a trained human eye. Every Passion Fire Diamond is personally inspected by a Master Gemologist Appraiser.
Q: What is your warranty and return policy?
A: We offer a 120-day warranty against manufacturer defect of the item. If you are not completely satisfied with your purchase, you can return it within 30 days from receipt of the order provided the item is in the same condition as it was received. You will receive a complete refund of the purchase price of the piece (excluding the shipping, handling and insurance charges.) You must follow our return policy requirements in order to receive any refund.
Placing an order & shipping
Q: Can I place the order by phone if I don't want to order online?
A: Absolutely. You may call, email or Skype.
Q: How long from the time I place the order until I receive my order?
A: It may vary depending on the item(s) that you are purchasing and the shipping method you choose. The average time is between 10 to 15 business days because we make every item to order. Items in stock, such as loose diamonds normally ship the next day. Items that need to be assembled and set may take longer to ship. Please do not hesitate to contact us if you need us to expedite your order.
Q: Is it safe to receive a diamond in the mail?
A: We only use insured carriers, specifically UPS. All shipments are insured for the full value of their contents until signed for by the recipient. The incident of loss is no greater than any other purchase you may make over the Internet. If in fact the shipment is lost, we will provide a replacement or a full refund.
Q: Can you ship an order to an address other than my billing address?
A: We will be happy to ship to any address you wish after we have verified your billing address. In some cases your credit card company or issuing bank may require you to add this address to your account for security reasons. We can only ship to verifiable addresses known to your credit card company.
Q: Are you able to ship to AFO/FPO addresses?
A: Yes. We will ship via USPS registered mail. It will take slightly longer. We gladly ship to AFO/FPO addresses; we grew up on Navy bases and will do whatever is necessary to assist our servicemen.
Q: Do you ship internationally?
A: We are currently only able to ship orders within the US and US Territories only.
Privacy Statement
This privacy notice discloses the privacy practices for Passion Fire Diamonds. This privacy notice applies solely to information collected by this web site. It will notify you of the following:
1. What personally identifiable information is collected from you through the web site, how it is used and with whom it may be shared. 2. What choices are available to you regarding the use of your data.
3. The security procedures in place to protect the misuse of your information.
4. How you can correct any inaccuracies in the information. Information Collection, Use, and Sharing
We are the sole owners of the information collected on this site. We only have access to/collect information that you voluntarily give us via email or other direct contact from you. We will not sell or rent this information to anyone.
We will use your information to respond to you, regarding the reason you contacted us. We will not share your information with any third party outside of our organization, other than as necessary to fulfill your request, e.g. to ship an order.
Unless you ask us not to, we may contact you via email in the future to tell you about specials, new products or services, or changes to this privacy policy.
Your Access to and Control Over Information:
You may opt out of any future contacts from us at any time. You can do the following at any time by contacting us via the email address or phone number given on our website:
1. See what data we have about you, if any.
2. Change/correct any data we have about you.
3. Have us delete any data we have about you.
4. Express any concern you have about our use of your data.
Security
We take precautions to protect your information. When you submit sensitive information via the website, your information is protected both online and offline.
Wherever we collect sensitive information (such as credit card data), that information is encrypted and transmitted to us in a secure way. You can verify this by looking for a closed lock icon at the bottom of your web browser, or looking for "https" at the beginning of the address of the web page.
While we use encryption to protect sensitive information transmitted online, we also protect your information offline. Only employees who need the information to perform a specific job (for example, billing or customer service) are granted access to personally identifiable information. The computers/servers in which we store personally identifiable information are kept in a secure environment.
If you feel that we are not abiding by this privacy policy, you should contact us immediately via a email.
