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Frequently Asked Questions
FREQUENTLY ASKED QUESTIONS
JEWELRY QUESTIONS
IS YOUR GOLD RECYCLED AND ARE YOUR DIAMONDS CONFLICT-FREE?
Yes! Catbird, and all of the designers we carry, use a mix of recycled and ethically sourced gold and diamonds. The Catbird line is entirely made in New York. Read about how we operate here and learn about our (mainly recycled!) diamonds here!
WHAT ARE RECYCLED DIAMONDS? WHERE ARE THEY FROM?
Recycled diamonds are reclaimed diamonds. They are stones removed from older pieces of jewelry. We purchase them from suppliers who specialize specifically in recycled diamonds.
Since these stones are all in their second lives, tracing where they came from originally is not possible. However, they have zero additional environmental impact (no mining) or social impact (no labor concerns) and are utilizing materials which already exist in a finished form. Learn more about our diamonds here.
WHAT STONES ARE BEST FOR ENGAGEMENT RINGS?
All stones have a hardness factor based on the Mohs scale. While diamonds rank the highest (a stately 10), rubies and sapphires don’t fall far behind (they are both 9s) making them great choices. While you see plenty of vintage rings with emeralds, opals and pearls, they are definitely more delicate so we don’t recommend them for an engagement ring that you plan to wear every day.
You can read more about our diamonds here, and shop by stone here.
HELP! I BROKE MY CATBIRD JEWELRY, WHAT NOW?
Don't worry, we're here to help! We make our jewelry as resilient as possible, but, as with all jewelry, stones sometimes fall out or a mechanism or chain can break. Your satisfaction is our highest priority - we will work with you to address the situation! Please see our warranty here.
Repairs need to be approved by our team, so make sure to contact us first.
WHAT IS YOUR WARRANTY ON WEDDING AND ENGAGEMENT RINGS?
Please see our warranty here.
HOW SHOULD I TAKE CARE OF MY JEWELRY?
HELP! MY RING IS 14K GOLD, BUT IT'S TARNISHING!
It's ok! It happens! Sometimes, the oils in our skin can cause a reaction with gold leaving a mark on skin or on the gold itself. It can even be affected by what we've eaten that day, by chemicals or lotions that may have come into contact with it, or sweat from your recent workout! Discoloration can easily be removed with a soft polishing cloth. You can read more about cleaning jewelry here. If the polishing cloth doesn’t do the trick, please contact us.
TELL ME ABOUT BLACK DIAMONDS.
Most black diamonds are heat-treated for an opaque, rich black coloration. Since black diamonds are opaque, they will most likely have an inaccurate result if tested according to a typical authenticity test for white diamonds. You can ask a jeweler to use a DiamondNite or a similar test for more accurate results.
CAN YOU SET MY HEIRLOOM STONES IN ONE OF YOUR SETTINGS?
We do not do custom work or set our customers’ stones at this time.
CAN I WEAR YOUR JEWELRY IF I HAVE A METAL ALLERGY?
Most of our jewelry is 14k gold which is an alloy - meaning other metals are present for additional strength and to sway the color - which is standard for all jewelry. For people with metal allergies, alloys sometimes pose problems.
While our yellow and rose gold do not contain nickel, the gold is processed in the same foundry as nickel so there is a chance of trace amounts being present. Depending on your sensitivities, other metals in the alloy can cause reactions, though nickel is the most common.
Some people do not have issues with 14k gold, or with sterling silver (also an alloy) - it all depends on what you are sensitive to! Please reach out with questions. You can read more about metals here.
WHAT IS A LIMITED EDITION? WHY DID YOU SAY IT WAS LIMITED AND THEN IT CAME BACK?
We almost always work in small batches in order to remain sustainable with our resources. And we project (i.e. make a very educated guess!) how many pieces people will want which, of course, we can't always get right!
When people are super excited about an item and it sells out, we will often try to make more batches so we can offer it again. And then we guess (again) how many to make.
For various reasons, (stone availability, limited resources in our studio, etc.) we can not always make this happen. Additionally, our quality and sustainability standards make it so that sometimes a material, most often a stone, might only be available in limited quantities.
This can result in some whiplash of items first being Limited, then back in stock, then available for a while, etc.
ARE THERE ANY LIMITATIONS TO WHAT I CAN HAVE ENGRAVED?
Please review the Details section of the product page for character and length limitations.
We are not able to engrave the following:
- unlimited fonts and personalized handwriting -- only fonts available on our website can be processed
- unlimited character lengths -- please check the character limitation on the style you have selected
- characters outside of the English alphabet
- discriminatory or offensive language and symbols
SHIPPING QUESTIONS
HOW MUCH IS SHIPPING IN THE US?
Please find all shipping info here.
During high volume periods - such as holidays - please expect extended processing times, and possibly shipping delays with our carriers.
DO YOU SHIP INTERNATIONALLY?
Yes - we are happy to ship internationally. Please read the details here.
If you are located in the US but shipping internationally, you must select your destination country in the drop down menu on our footer before checking out.
If the total of the items on your order are equal to or greater than $10,000.00 USD, your package will ship in multiple boxes and you will receive multiple tracking numbers.ARE THERE LIMITS ON ITEMS YOU CAN SHIP INTERNATIONALLY?
Due to restrictions put in place by each country's import policies, we are only able to ship jewelry internationally, with some limited exceptions. Most beauty, home and comestibles are blocked from international shipping options at this time. Due to import regulations, we are unable to include any freebies - such as pens, totes, etc - in international orders.
DO YOU REQUIRE SIGNATURE ON DELIVERY?
We require signature on delivery for items over $500. If you need us to make an exception to this, please inform us in the Special Instructions section of your checkout page. We cannot waive signature for shipments valued over $1000.
DO YOU OFFER SAME DAY DELIVERY?
We do! Same Day Delivery is available for $30 in select NY zip codes. More details here.
WHAT DOES YOUR PACKAGING LOOK LIKE? WILL PRICES BE INCLUDED?
Our domestic packages arrive in boxes that don't have any Catbird logos on the exterior, in case you're hoping to surprise someone. There are no prices on items, or on packing slips. If you choose gift wrapping, you can expect a ribbon tied around jewelry boxes, so no worries if you want to open it up and have a little peek inside before gifting!
We also offer Limited Packaging where your item will come in either a recyclable envelope or a box (depending on the size) with none of the extra goodies.
CAN I HAVE SOMETHING RUSHED?
If you need something by a certain date, we will do our best to accommodate you. Some designers charge a non-negotiable fee to prioritize your order.
IF I PAY FOR NEXT DAY DELIVERY, WILL I GET MY ITEM IN 1-2 DAYS?
Paying for Next Day Delivery does not guarantee that you will get your item in two days. The time it takes to receive your order depends on three components - the stock status, the processing time and the shipping time.
Paying for Next Day Delivery shortens the time your item will spend in transit. (If you live east of Ohio it is generally not worth it to pay for expedited shipping unless you absolutely need a guarantee of the arrival date.) The stock status of items, and the lead time for pieces not in stock, are listed on our product pages. Our current processing time is on our checkout page and in your order confirmation.
Please see the item's individual page for availability or contact us and ask if it is in stock. If you need something by a certain date, please contact us and we will do our absolute best to make it so.
I MISSED MY DELIVERY - WHAT CAN I DO?
Please check your tracking number to determine which carrier we shipped your order with. We recommend using UPS My Choice or FedEx Delivery Manager to manage your delivery and redirect packages to your preferred pickup location before or after our first delivery attempt. Keep in mind, packages valued over $500 require a signature.
For UPS Orders:
UPS My Choice is a service provided by UPS which lets users decide when and where a package is delivered. This service includes the ability to request a delivery time, change a delivery address and hold at a UPS ‘Access Point’ or ‘Will Call’ location. UPS Access Points are various locations (including lockers) that are hand-selected based on reliability, location and ease of experience.
For FedEx Orders:
FedEx Delivery Manager is a service provided by FedEx which lets users decide when and where a package is delivered. This service includes the ability to request a delivery time, change a delivery address, keep track of your delivery, and redirect and/or hold your package at one of their +60,000 secure FedEx locations.
WHAT DOES "PICK UP IN STORE" MEAN? WHEN AND WHERE CAN I PICK UP MY ORDER?
You can shop online and pick-up your order in our Williamsburg or Soho stores and avoid shipping costs! Make sure to wait until you receive an email letting you know your order is ready to be picked up. To collect your order, you will need to present a copy of your order confirmation. NY taxes will apply to your order.
IF I SELECT PICK-UP IN STORE, HOW LONG WILL YOU HOLD MY ORDER?
Orders not picked up within 45 days will be refunded and returned to stock. This applies to in-stock items only — it does not apply to any custom orders. Please contact us if you need more time.
ORDER QUESTIONS
HOW CAN I FIND OUT THE STATUS OF MY ORDER?
Some items on our website require a lead time - we generally list all wait times on the item's page. You can also check your Account Page.
Please contact us with questions.
HOW DO I KNOW IF SOMETHING IS IN STOCK?
We do our best to ensure that the stock status of items are accurately listed online (indicated by saying “Ready to ship” in the drop down!). However, due to traffic in stores and online, items will occasionally sell out before showing as out of stock online. We will notify you of any issues with your order as soon as possible! You can also contact us or chat us Mon-Fri, 10am - 8:30pm ET. We are here to help!
IF AN ITEM HAS A WAIT TIME ON YOUR WEBSITE BUT YOUR STORE HAS IT IN STOCK, CAN I CALL THEM TO GET IT QUICKLY?
We are not able to put items on hold at our stores.
I SAW SOMETHING IN THE STORE AND I CAN’T FIND IT ONLINE, OR IT SAYS IT IS OUT OF STOCK.
Some items (not many!) are only available in our store. If it says it is out of stock please see above.
IF YOU MAKE ALL YOUR JEWELRY BY HAND WHY CAN'T I GET WHATEVER SIZE OR METAL I WANT?
We operate at a tricky intersection of producing a lot of jewelry (high volume!) that we make ourselves by hand. In order to keep things moving so we can get orders out to people quickly and to keep our own stores well-stocked for visitors, we have to find ways to streamline our production. When we have orders that come in that stray from our usual offerings, it actually takes WAY longer than any regular order. So while we physically CAN make anything, we often do not have the available production bandwidth to accommodate special requests. If we can't offer one ring in a particular size or metal, we may have an alternative style to suggest.
Please email our incredible customer service team with any questions!
WILL I HAVE TO PAY SALES TAX ON MY ONLINE ORDER?
New York Sales tax (8.875%) is applied to all orders shipped within New York State, including In-Store Pick Ups. State sales tax may apply to your order based on local rates for your shipping location.
International Duties and Taxes are charged on all international orders according to the laws of each country.
HOW LONG DO I HAVE TO CANCEL AN ORDER?
Once your order is placed we are unable to cancel it or make changes. If you ordered a custom item that is being made just for you and have changes, please contact us within 24hrs from the order date.
DO YOU OFFER PAYMENT PLANS OR FINANCING OPTIONS?
We partner with Klarna to offer Pay in 4 interest-free payments and long term financing. Find out more about new ways to pay with Klarna here.
RETURNS QUESTIONS
HOW DO I KNOW IF SOMETHING IS RETURNABLE?
If you have a question as to whether your item is returnable, please email or chat us. Beauty products and some custom items are final sale. This information is listed on every product page, but please contact us before ordering if you are unsure.
WHAT IS YOUR ONLINE RETURN POLICY?
You can find our entire return policy here. Please contact us with any questions!
WHAT IS YOUR RETURN POLICY FOR ITEMS PURCHASED IN THE STORE?
We accept returns for exchange or store credit only (no refunds) within 10 days of original purchase, with a receipt. Beauty products and special orders are final sale.
CAN I RETURN OR EXCHANGE AN ONLINE ORDER AT YOUR STORE?
Yes! Feel free to bring your return to our Williamsburg or Soho store. To expedite the process, please use our Return Portal and bring a printout of the form along with your return. Please allow 5-7 business days for our team to process your return.
You can also bring your exchange to either location!
SIZING QUESTIONS
HOW DO I FIGURE OUT MY RING SIZE?
If you do not know your ring size, we highly recommend having your finger sized by a local jeweler and asking for your US ring size. We've also provided information on ring sizing here. (You can also use this PDF or you can order one here.) If you live in the US and need a ring sizer, please email us and we will do our best to help you!
If you have ordered from us before we may have your ring size on file - please email us!
HOW DO I FIGURE OUT MY RING SIZE FOR FIRST KNUCKLE RINGS?
First knuckles are really tricky! A lot depends on the shape of your fingers and knuckles. Keep in mind that it is entirely dependent on the shape of your fingers and which finger you are going to wear it on. You can also print this PDF. Most of our first knuckle ring styles can be exchanged.
HOW DO I CONVERT MY INTERNATIONAL RING SIZE TO A US SIZE?
All of our rings are standard US sizes. If you do not know your US ring size, we recommend having your finger sized by a local jeweler and asking for your US ring size. Please see information on sizing here. You can also print this PDF or you can order one here.
If you have ordered from us before we may have your ring size on file - please email us!
OTHER QUESTIONS!
WHY DON'T YOU EVER HAVE SALES?
We have a unique model in our industry: we design and produce our own jewelry in our Brooklyn studio and sell it directly to you with no middle men (or women). We are lean and nimble - we try to never make more than we need so we do not sit on unsold stock and then have to put it on sale.Not only is this the most sustainable way to operate, it allows us to always keep a fair markup on all of our items, 365 days a year. We do not ever price anything with the intention of putting it on sale. So what you get is fair and even pricing, year round. What you don't get is jacked-up prices, with a crazy sale every once in a while. (That said - we do dish out some special offers to our readers here and there so make sure to subscribe!)Learn more about how we operate here!DO YOU OFFER ANY DISCOUNTS FOR SERVICE MEMBERS?
Yes, we do! If you are an active first responder, medical professional, or military personnel, we're honored to offer you 10% off your purchase when you shop with a valid ID in-store. For online purchases, please get in touch with us at [email protected] using your affiliated work email to receive a code.DO I NEED AN APPOINTMENT TO GO TO THE WEDDING ANNEX?
(This is in reference to our WEDDING Annex where we showcase our wedding & engagement collection.)
We do encourage appointments but walk-ins are welcome! Read more here!
WHERE DO YOU RECOMMEND WE GO IN WILLIAMSBURG?
We created this handy list of some of our favorite spots!
HOW DO I KNOW WHICH OF YOUR LOCATIONS TO VIEW A SPECIFIC WEDDING OR ENGAGEMENT STYLE RING?
The best location to see wedding & engagement styles is our Wedding Annex. If you're unsure and are coming to see a specific style in person, please email us!
WHAT IS YOUR PRIVACY POLICY AND YOUR TERMS OF USE?
You can read it all here. Please let us know if you have any questions.
ARE YOUR EARRINGS SOLD AS SINGLES OR PAIRS?
It varies from earring to earring but we always specify on the product page. Any earring with the word "single" in it, is, of course, sold as a single (for example: "Baby Pearl Hoop (single)". If you want a pair, select "pair" and we will send you two earrings.
To order multiple pairs of earrings sold as singles, please adjust quantities in your shopping bag.
WELDING FAQs
WHAT IS ZAPPING? WHAT ARE FOREVER BRACELETS?
Zapping is where we custom fit and weld chains directly on to you. This means it is custom fit to your wrist, with no clasp, and should require no maintenance. It's there to sparkle & shine and make you happy! Though we like to think of Catbird Forever Bracelets as permanent, they can simply (but permanently) be taken off with scissors.
'ZAP' refers to the flash you see when you get a Forever Bracelet welded onto your wrist.
WHERE AND WHEN CAN I GET THIS ZAPPING DONE?
DO I NEED TO MAKE AN APPOINTMENT?
Yes, please book an appointment here.
DOES IT HURT?
Not at all! Despite the flash, getting zapped does not mean physically zapped :) We would never do that to you! It’s just a little thrill. :)
WHAT IS THE WAIT LIKE?
Zapping itself is quick!! There are days where the lines can get long, even with appointments. We really appreciate your patience!
WHAT IF I NEED TO REMOVE THE BRACELET? CAN I GET IT RE-ZAPPED ON LATER?
Yes! If you need to remove the bracelet for any reason, we recommend carefully cutting it (ideally at the small ring that connects the two ends of the chain, to maintain the integrity of the chain) with scissors, and if you wish to get it welded back on at a later date we can certainly do that for a small welding fee ($20 + tax)!
WILL THIS GIVE ME PROBLEMS GOING THROUGH THE AIRPORT?
Nope! We have travelled far and wide with our Forever Bracelets and have never had a problem. Generally, delicate jewelry never needs to be removed when going through airport security.
WILL YOU EVER MAKE FOREVER BRACELETS IN SILVER?
Sadly no! Silver is far less durable than gold, and will not stand the test of time that we expect of our Forever Bracelets. We do offer a handful of styles in white gold for all of the silver fans out there!
WHAT ABOUT FOREVER ANKLETS OR NECKLACES?
After some rigorous testing, we have decided that necklaces, chokers, and anklets are not a great option for welding, and we only want to offer you that which will truly wear wonderfully!
CAN I BUY A FOREVER BRACELET FOR SOMEONE AS A GIFT?
We recommend buying a gift card in the amount you'd like to gift!
Welding is subject to 8.875% NY sales tax.
Styles are subject to availability, but we usually have good stock!
