FAQS
What are your shipping times？
- Ready to Ship items are normally shipped within 1 business day.
- Personalized items require around 2-3 weeks for production at this time.
Be advised that many factors contribute to delivery time. Once an order has been shipped, please allow 4 to 7 business days for arrival.
- United States: USPS Standard or similar: [4-7 Days]
International:
International shipments are shipped with the most economic methods available based on location.
- Canada: Canada Post [7-14 Days]
- United Kingdom: Royal Mail [5-10 Days]
- Australia: Australia Post [7-14 Days]
- Europe: Local Shipping Provider [8-12 Days]
- Other: Local Shipping Provider [7-14 Days]
Can I Change My Shipping Address before it ships?
Due to our newer and faster processing method, we are no longer able to guarantee any address change requests. Thank you for understanding.
If it is absolutely necessary, please contact us before your personalized items are shipped and our team will do what they can to work something out for you.
Non-personalized items are processed immediately and are impossible to change once the order has been confirmed.
What should I do if I have not received a confirmation email or tracking number for my order?
If you have not received a confirmation email or tracking number, it may be due to an oversight or the email may have been directed to your junk or spam folder. If you still have not receive it, you can contact us directly here with the following information:
Order Number
Email address used for the order
Full Name on the order
Once you have provided this information, we will be able to look into your order details and resolve the issue promptly.
My Address On My Order Confirmation is incorrect, What Should I do?
Please contact us with the following details:
Name (including street, number, apt number, or PO Box)
City
Zip code
State
Country
Already Shipped:
Unfortunately, sometimes the order gets lost in the mail and does not return to us. If this happens we can offer to reorder your item and send it to the correct address for a 30% restocking fee.
How can I get assistance if my order is late or hasn't arrived?
We understand your concern regarding orders that are late or have not arrived as expected. Due to high volume, there may be delays in communication, but rest assured, we are here to assist you. Please provide us with the following details:
Order Number
Email address associated with the order
Full Name on the order
Once we have this information, we can escalate your issue for further investigation. We apologize for any inconvenience this may cause and appreciate your patience as we work to resolve your concern.
Missing Package Marked as Delivered
Although it is rare, sometimes your tracking number will say "Delivered" before your package has arrived. If this happens to you within 48 hours of the delivery, please try the following:
Check your shipping notification email to ensure your package was shipped to the correct destination
Look for a notice of attempted delivery
Look around the delivery location for your package
See if someone else in the house or building accepted the delivery
Wait 3 days -- in rare cases packages may say delivered up to 3 days prior to arrival
If your order is still missing 3 days after the delivery date, please contact our Customer Care Team & include your confirmed address.
Notice: We are not the shipping provider, once the order has been shipped, we do not have any control over it. Unfortunately, we can only offer customer service retaining to the Policy below. Thank you for understanding.
My order was lost in transit. What should I do?
We’ve got you covered! If your package was lost in transit, we’ll send you a free replacement right away. Please contact us with your order details, and we’ll make it right as quickly as possible.
What happens if my order is "returned to the sender"?
If your order is returned to us due to an incorrect or incomplete address, don’t worry! We’ll reach out to you to confirm the correct details and arrange for the item to be resent. Please note that additional shipping fees may apply.
If you prefer a refund instead, we can process it once the item has been received back at our warehouse.
Failure to provide and confirm your shipping address within 5 business days will result in your order being canceled and refunded. A 30% restocking fee may apply for personalized items.
Do you offer returns or exchanges?
Personalized Returns: Due to the custom nature of personalized items, we cannot offer returns or exchanges for personalized items. Your personalized jewelry is designed just for you! However, if there is an issue or defect with your order, we will replace it at no additional cost.
We strive for 100% customer satisfaction so if you are unhappy with a personalized item, we ask that you reach out to our customer service team and we will work with you to make things right.
*Please note that once you order a personalized item we begin working on it right away so we cannot accept edits for personalized orders.
Non-personalized Returns: If you’re not satisfied, you can exchange or return non-personalized items within 30 days of your purchase. Unfortunately, we can’t offer you a return or exchange if 30 days have passed.
Store-credit: Store-credit will be issued in the amount paid excluding shipping costs in the form of a gift card.
Return Process:
Please visit our Returns Portal to submit a return.
Be sure to include the reason for your return and a clear photo of the item if applicable.
We’re here to help! For any questions or to start a return, reach out to us via email, we will be happy to assist!
Our full return policy can be found on our website here.
What is your cancellation policy?
Personalized Items:
The cancellation request for personalized items must be submitted within 12 hours of the order being placed. Once an order is placed, it enters our processing queue immediately.
Due to the efficiency of our production process, we are unable to cancel orders once 12 hours have passed. We appreciate your understanding. Dorado is dedicated to ensuring a quick and seamless delivery experience.
Non-Personalized Items:
Once an order is placed, it enters our processing queue immediately. Due to the efficiency of our production process, we are unable to cancel orders once they have been confirmed.
You may submit a return request after your item is delivered. We appreciate your understanding.