Our Policies

• USPS First Class Shipping is offered for orders totaling more than $25.00.
• USPS Priority Mail is offered for orders totaling more than $75.00.
• UPS Ground Shipping is offered for orders totaling more than $125.00.

UPS Business Accounts

If your company would like to use their personal UPS shipping account, we are happy to install this on your checkout preferences. 

Please send us an email to accounts@charmfactory.com with your UPS account number clearly listed, and we will write you back to confirm your shipping preferences and let you know when it has been installed for you.

International Orders

International orders do not qualify for free shipping. However, several international shipping options at varied price points and delivery speeds are available to you.

Our shipping providers calculate these options and their associated costs independently. They can be seen at checkout whenever you enter your address. All customs and brokerage fees are the responsibility of the customer.

Late Orders and Orders Lost in Shipping

All shipping options provided by USPS are NOT automatically insured. Independent shipping insurance is offered to you at checkout, with $1.00 charged for every $100.00 off the order total. If shipping insurance is selected, your order is protected, and Charm Factory will replace your order at no cost to you.

Charm Factory is NOT responsible for lost, late, miss-delivered, or stolen packages for parties that do not choose to purchase shipping insurance.

If you need an automatically insured shipping method, you must select UPS shipping options.

Estimated Delivery Timeframes

Estimated delivery timeframes for USPS shipping methods are provided to you at checkout. These are purely estimations and NOT delivery guarantees. Charm Factory is NOT liable for orders that arrive later than these timeframes if shipped within the 36-hour order processing window. This delay is the responsibility of your chosen shipping option.

UPS does have delivery guarantees for their 2-Day, 3-Day, and Next-Day delivery options. UPS Ground will be delivered to the United States areas from our headquarters as shown below:

UPS Ground Service Time Map from New Mexico

Please expect these estimated time frames to double from November to January.

When will my order ship?

Charm Factory aims to get your order to you as quickly as possible. Orders generally ship within 36 hours of when the order begins processing. This is an estimate and NOT a guarantee.

An order accepted for processing is defined as the time when your order is received by our team and is physically being fulfilled. This is NOT equivalent to the time that you placed your order.

Orders are fulfilled and shipped Monday through Friday, beginning at 8:00 AM MST.  For your order to be fulfilled the same day, it must be placed prior to this time. We process order batches once daily at this time. Orders placed after this time will be processed the following day. 

Please expect these estimated time frames to double from November to January, and after promotional sales, due to order influx. 

Tracking Information

Once your order has been shipped, you will receive an automated email with your package’s tracking number.

If you notice you have not received a receipt of your order shipping within the 36-hour timeframe, please check your email and phone messages. We may be trying to reach you regarding a problem with your order. Our email address occasionally gets filtered to the junk folder of some of our customers. 

If you have not received a tracking number email after the estimated 36-hour processing time, please send an inquiry email to info@charmfactory.com to have your tracking number manually sent to you. 

Announcements of Closures

Internal Maintenance and Holiday Closures will affect order processing times.

Please note the top-of-site banner announcements on our website pages when posted. These announcements inform our customers when we are closed, indicating we are NOT processing orders between those dates. Assume that all messages and orders received are NOT being responded to or fulfilled until the associated resume date on the banner is reached. On that resume date, all messages and orders are cared for in the order they have been received.

These banners are posted as an indication that your order will NOT be immediately processed if placed during this time.

We are NOT responsible for orders received later than estimated arrival dates if those orders were placed during our closure periods. We make these closures announcements to allow our customers to decide whether or not to place their order at that time. 

We offer multiple ways to ship orders to our wholesalers. See details about shipping providers and terms in the proper subsection. 

For the processing of orders, you may choose from the following options:

• Initial shipment (in this option, all out of stock items will be canceled from your order)
  • Initial shipments can be expected within 4 business days. 
• Initial shipment with an additional shipment for special order and backorder items to be sent at a later time. 
  • Initial shipments can be expected within 4 business days. 
  • Casting for special orders and backorders has a lead time of 4 weeks. These orders can be expected to ship within 5 weeks of their confirmation. 
• Singular shipment when all items, including items that were special order or backorder, are ready. 
  • If items must be manufactured, lead times for singular shipments are 5 weeks from confirmation. 
• Backorder / special order items 
  • Many items are available to order to our wholesale clients. A significant part of the collection is on a special order only basis. 
  • Special order indicates that an item is not pre-stocked. To be ordered, it must be manufactured for you and requires a minimum-quantity purchase, determined by the type of item. These requirements are viewable on a product’s page if your tier account has access to special order capabilities. 
  • Items that are special ordered must be confirmed by our team and then fully manufactured to be shippable. Due to our manufacturing schedule, items that are placed on special order have a lead time of 5 weeks once they have been confirmed. 

Please expect estimated casting time frames to double from November to January.

Quality Assurance for Engraved Tags

Engraved tags go through a multi-step approval process involving our design team, engraving team, and you!

We want you to receive the tags that you expect. To make this possible, we insert multiple checks in the design and engraving process to ensure that the design and instructions you submit are what you receive on your custom engraved tags. 

• When you create a new tag design with us, we offer a step-by-step process on the ordering form to help you supply all the details we need to bring your vision to life. 

• Once you submit your form, we get to work on creating your artwork in the proper format for our engraving equipment. We will reach out to you before we start the engraving process if we have any questions or concerns about the style of your design being suitable for the tag and engraving style you selected. 

• After a sample is confirmed by the design team, our engraver manually sets up the engraving equipment and centers your design on our tag trays. Engraved tags are manually centered by a technician every time the order is set up and run. 

Due to the nature of the engraving machines, there are often minuscule discrepancies on each tag and on each future order that is placed, as it is centered each time by hand. 

These discrepancies are very minute. 

We ensure that the quality of each batch of tags still falls within a high-quality range for legibility, clarity, and centeredness. Batches of tags that are determined to fall within these quality ranges are NOT eligible for return as defective. 

Please reach out to us at engraving@charmfactory.com if you have concerns about discrepancies in your tags. 

Lead times for engraved tags

• Engraving lead times for first-time customers and new designs is 5 business days.
• Engraving lead times for existing customers with designs on file is 3 business days. 

Please expect lead times for order processing to increase to 10 business days during the holiday season! Order early between November and January to get your tags in time for your needs. 

Return and Exchange Policies for Engraved Tags 

Engraved tags cannot be reused once your design is engraved on them. We aim to have competitive pricing and high-quality engraving results for our customers. In order to continue to offer both of these things, we are not able to accept returns of engraved tags unless your tags meet one of these approved defects:

• The incorrect font or logo design was engraved.
• A custom instruction provided on the order form was missed. (ie. the item was laser engraved with an outline versus filled in as selected.)

If you have questions about how to order your engraved tags for the best results, visit our How to Order Tags page or send us an inquiry at engraving@charmfactory.com!

Charm Factory strives to meet a high-quality standard with the items we make and sell to you. Our small team handcrafts our charms and findings in Albuquerque, New Mexico. We carefully select and inspect your items to ship to you and search for defects by hand while fulfilling your order.

If you do receive a defective item, we will always offer you a return or exchange, assuming that the item does not meet our quality standards. If you believe you have received a defective item, please contact us at info@charmfactory.com and we will be happy to help you replace or return the item!

Quality Standards for Alphabet Beads

All series of alphabet beads on our website are handcrafted. The sides are ground down, and the stringing holes are drilled out individually for each bead by hand.

As these items are handcrafted and not machined, our standard of quality for our beads includes minor discrepancies in the uniformity of the stringing holes and the edge shaping of each bead.

We work hard to identify beads with scratches, missing chunks, or undrilled holes and remove them from our inventory before they make it to you. If you receive a block with one of these defects, we will absolutely refund or exchange your merchandise.

Requests for returns or exchanges of alphabet beads are handled on a case-by-case basis and are NOT guaranteed to be accepted.

Continuous returns and exchanges of alphabet beads that do not include the defects listed above will NOT be accepted.

Stock levels are installed on our website to reflect live inventory counts. Out of stock items take 2 weeks to be manufactured and returned to live inventory, available to order. Backordering of out of stock items is possible, and the lead time for a backorder to be fulfilled is typically 3-4 weeks.

If you need to place a large backorder of 25 units or more of an item, please contact us at info@charmfactory.com. We are happy to help place a manual backorder for you.

Quality Guarantees

Charm Factory products with the following defects do not align with our quality standards: 

• Showing signs of cracking or breaking
• Scratches
• Dents
• Missing parts 

Timelines

• 4 weeks for production.
• 1 week for processing and shipping.

Pricing 

Pricing is based on the precious metals market; because of this, expect pricing fluctuations due to market changes.

We cannot offer returns or exchanges on items that are improperly cleaned.  

Refer to our care and cleaning guide for both sterling silver and pewter maintenance. Download it here!

Note: To preserve the black oxidation markings on our pieces, DO NOT clean any of our jewelry items with:

• Baking soda 
• Vinegar
• Bleach
• Acetone
• Toothpaste
• Lemon juice
• Store-bought jewelry cleaning solutions

Silver Imitation

Silver imitation, or pewter, is very affordable; however, it is also notably soft and naturally oxidizes quickly.

Be gentle when polishing or cleaning non-silver items, as they are prone to scratching. 

Silver imitation does not look exactly like silver. Expect a darker antiqued finish on these items due to the initial color of pewter as well as oxidation. 

Crystal Faults
If you lose crystals from any of our charms within 4 weeks of receiving your purchase (based on shipment tracking), we will exchange the item for you. 

Jump Ring Faults

Charm Factory offers Laser Welding as an option for built jewelry pieces. Laser Welding ensures that built jewelry pieces last longer as the jump rings attaching the individual charm items are sealed shut. 

If an item is lost from a jewelry piece that underwent the Laser Welding process, we will replace that item. 

We highly recommend this service for the pieces you would want to stay intact for a long time. 

If you choose not to have your jump rings welded and a charm is lost after 30 days from receiving your purchase, we will NOT cover replacements.

RETURNS

Returns of merchandise in new condition are accepted within 30 days of your purchase. If you need to return your purchase, send an email to info@charmfactory.com or leave a message at 866-867-5266 to start the return process.

Accepted returns are made with approval from the staff of Charm Factory.

Attempts to return merchandise that is not in new condition without disclosure will NOT be accepted and will void your ability to return merchandise to us in the future.

EXCHANGES
Exchanges of merchandise are always accepted for the following circumstances:

• The charm you purchased is not the size you expected.
• A charm looks different to you in person than you assumed it looked on the website.
• You found a different charm you liked after placing your order and would prefer to use your budget on the charm that suits your purchase best.
• Your custom engraving or jewelry piece was not completed to your expectations or did not match the quality of your previous orders. 

Please take note that when exchanging an item: 

• Only single exchanges are offered. 
• Free return shipping labels will be offered for orders over $40.00. You must pay for shipping costs for exchanges under this amount
• International returns and exchanges will require you to pay for or arrange return shipping. 
• If, after an investigation, we find the exchange is due to an error on our part, we will pay for your shipping. 

Exchanges for any additional reasons are at the discretion of Charm Factory and are handled on a case-by-case basis.

Reach out to us with your reason for exchange at info@charmfactory.com or leave a message at 866-867-5266, and we will address the available options for exchanging your order. 

Inventory Closeouts and Buybacks

Inventory closeouts can be offered to wholesale clients who are redirecting their inventory or closing their programs at the discretion of the Charm Factory wholesale team. 

We are able to buy back sterling silver products that have been purchased within 90 days at 75% of the purchase price if the items can be fully restocked.

Items made of precious metals and NOT showing signs of tarnish can be purchased by weight cost to be remelted if they are over the 90 days or not in a condition to be restocked. 

We offer this program to help recycle metals and relieve customers of inventory who have changes in their business models. However, these decisions are made on a case-by-case basis and are NOT guaranteed offers. 

If you are interested in seeing if your inventory qualifies for this program, send a message to wholesale@charmfactory.com.