Processing and Shipping Information:
All orders ship from Toronto, Ontario. Online orders enter into processing the following business day after they are placed, and require 2 business days for processing. Diamonds Direct does not ship on weekends or Statutory Holidays. Orders placed on a Friday will enter into processing the following Monday.
There are times when an order may require additional processing time due to the size of the order, location of the products, or volume of orders being processed. If your order is delayed, you will receive notification from our Customer Service Department.
International Shipping information and policies:
Diamonds Direct currently does not offer shipping outside of Canada.
Shipping Rates and Services:
All orders are shipped via Fedex. Delivery timelines are given in business days. All orders qualify for free shipping.
Expected Delivery Timeline:
Please note orders require 2 business days for processing prior to shipping.
- Ground Shipping (2 – 5 Business Days - Free)
- Express (1 – 2 Business Days - $35.00)
All parcels have an Adult Signature Requirement. Fedex will not release this parcel to the customer unless an adult is available to sign for it.
All orders are only eligible for shipping if the address being shipped to matches the address on the credit card used for payment. If an alternate shipping address is requested, please contact our Customer Service Department to coordinate.
Tracking your order:
Once your order has shipped, you will receive an email from Diamonds Direct that includes a link to your Fedex tracking information. Your tracking number should be active within 24-48 hours of the creation of your shipping label.
Out of stock items:
If an item is found to be unavailable due to an inventory discrepancy or another factor, the item will be removed from your order and you will be notified. You will not be charged for any items that are not available. When you submit an order through our online store, your credit card is pre-authorized for the total cost of the ordered product(s), applicable taxes, and shipping costs. When your order is shipped, Diamonds Direct will charge an amount that reflects the total cost of the shipped product(s), applicable taxes. Items that are cancelled due to being out of stock will not be included in the final charge to your card.
Special Requests and Outstanding Circumstances:
If you require special attention to your shipment or have a request that falls outside of our stated policies and/or timelines, we may be able to accommodate you. For urgent requests, please contact our Customer Service Department at email@example.com.
If you have a question about our shipping policies or order please use our contact us form to reach our online customer service department. Alternatively you can email firstname.lastname@example.org or contact us by telephone at toll free: 1 833 871 8801
Customer Service hours of operation:
Monday - Friday: 8:00 am – 4:00 pm EST
Returns & Refunds Policy
Change your mind about your purchase? Did you buy the wrong gift? Are you dissatisfied with the product? No problem!
- Diamonds Direct offers a 30-day return policy for all online purchases. In order to qualify for a refund, please include your Sales Receipt in the parcel. All products must be unworn, unopened, and in original condition. Our in-house jeweler will assess the item to include all original parts, and determine if there has been any damage to the item(s). If we determine there is damage, we will contact the number on file to determine an appropriate resolution.
- If the items are damaged in transit to Diamonds Direc due to insufficient packaging, the items may not be accepted for return or exchange.
- Please note that if you send your return back via Canada Post, we will only process your return once the parcel has been received at Diamonds Direct.
If you have any questions or concerns regarding your order, please contact our online Customer Service Department at email@example.com
Warranty & Repairs:
If you have a question regarding warranty or repair for your product, please contact by email at firstname.lastname@example.org. Please do not attempt to contact the manufacturer directly.
Price Adjustment Policy:
Diamonds Direct will not retroactively apply price adjustments for orders placed before Black Friday Week, Cyber Monday, Boxing Week and any Flash Sale or Time sensitive promotions.
Online Exchange Policy:
If you would like to exchange a product you have received, please contact the Customer Service Department at email@example.com All exchanges are pending stock availability of the item(s) you request.
Online Return Process:
To send your item(s) back to Diamonds Direct please contact our online customer service department by email at firstname.lastname@example.org to obtain a free pre-paid return shipping label, please attach the prepaid Return to Sender label to the outside of the box. You can also drop your parcel off at your local Canada Post. Once we receive your parcel, we will process the return. If original shipping fees were paid for express shipment, these will not be refunded.