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Bluejoy Bluejoy

Elegantly Crafted Eternally Loved
Bluejoy
  • Turquoise
    Turquoise Jewelry
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    BEAD STRANDS
    BY SHAPE BY SHAPE
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    BY STYLE BY STYLE
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Home / Customer Service
Customer Service
  • Contact Us
  • Shipping Information
  • Returns & Exchanges
  • Payment Options
  • International Orders
  • FAQs & Information

Contact Us

Call Us
U. S. Domestic: 626-788-8000

Monday - Friday 9:00am to 5.00pm

Pacific Time

International: (+1) 626-788-8000

Monday - Friday 9:00am to 5.00pm

U.S. Pacific Time

Email Us
cs@bluejoy.com or Send us a Message

Our normal response time for email inquires is within 24 hours.

Headquarters

BlueJoy®

538 South Sixth Ave

City of Industry, CA 91746

Telephone: (626) 788-8000

Message Us

Use the form below to send us a message.

Shipping Policies

Same Day Shipping

We understand it's important to deliver your order fast, so we work hard to make sure your packages leave our distribution center in shortest time possible to be transported by carrier.

  • If you place your order before the cutoff time on a regular business day (Monday through Friday),
    your order will be processed and shipped the same day.
  • If you place your order on holiday, weekends, or after the cutoff time on a regular business day,
    your order will be processed and shipped the following business day.

Our Same-Day-Shipping cutoff time for regular business day is 2:00pm (Pacific Time).

Free Shipping

We offer Free USPS standard shipping on all orders over $29.

  • Free-Shipping applies to the United States Domestic orders only.
  • Expdited shipping services available at extra charge, please check below section for details.
Shipping & Delivery Information

Shipping charge is calculated automatically based on your address, please go to your shopping cart to view available shipping services and rates.

We partner with USPS and UPS for fast and secure delivery of your package.

Delivery speed may vary based on the shipping service you choose at checkout.

  • USPS
  • UPS®
Shipping Service Est. Delivery Time Est. Shipping Rate
USPS First-Class 3-7 Business Days Starting from $2.99
USPS Priority 2-3 Business Days Starting from $6.99
USPS Priority Express 1-2 Business Days Starting from $21.99
Shipping Service Est. Delivery Time Est. Shipping Rate
USPS® Ground 1-5 Business Days Starting from $7.99
USPS 3 Day Select® 3 Business Days Starting from $15.99
USPS 2nd Day Air® 2 Business Days Starting from $29.99
UPS Next Day Air Saver® 1 Business Day Starting from $45.99
UPS Next Day Air® 1 Business Day Starting from $49.99
UPS Next Day Air® Early 1 Business Day Starting from $99.99
  • Estimated Shipping Rate is only for reference and comparison.
    Actual rate may vary based on your shipping address and will be calculated at checkout.
  • The U.S. domestic PO Boxes may only be shipped via USPS.
  • APO/FPO may only be shipped via USPS and will require additional time for delivery.
  • The following states and territories: Hawaii, Alaska, Puerto Rico, Guam and U.S. Virgin Islands can take up to 20 days for free USPS standard shipping.
International Shipping

We partner with trusted shipping carrier for international orders.

For more information, please visit our International Orders page.

Returns & Exchanges

Return & Exchange Policy

We are very excited to have you as our customer and want to make sure you had a pleasant shopping experience with us. If you are not satisfied with your purchase, we happily accept returns and exchanges within 30 days from the date when you get your package.

All returned product must be:

  • in Original Condition - not showing any signs of wear, damage, or any forms of alteration.
  • in Original Packaging - such as gift box or velvet pouche that comes with the item.

Final Sale and Custom Order items can't be returned, however exchange may be accepted unless otherwise noted when you placed your order. Please refer to below section for exchange details and instructions.

Return & Exchange Instructions

We want it to be an easy and smooth process for you to return or exchange, simply follow steps below:

1. Contact our customer service team regarding your return or exchange. A RMA # will be issued for your case.

Please send return/exchange request to: service@bluejoy.com

  • Include order number and return/exchange reason in your request email.
  • Your request will be reviewed within 24 hours and if approved, a RMA # will be issued and sent to you.

2. Complete the Return/Exchange Form. Click the button below to download and print the Form.

Return/Exchange Form
  • Specify which items you are returning and whether you prefer to exchange your order or receive a credit.
  • Please provide the reasons for returning your merchandise.

3. Ensure your return is securely packaged.

Send your return package to:
BlueJoy, Inc.
Attn: Return Dept.
538 South Sixth Ave
City of Industry, CA 91746

Prefer to print the Mailing Label?

Click Here:Mailing Label

  • To securely package the return, please use the original packaging, either a padded envelope or a small box with bubble wrap and other cushion materials.
  • Place the completed Return/Exchange Form inside the package.
  • Affix the non-prepaid return Mailing Label to the package.
  • Bring the package to your preferred shipping carrier and apply appropriate postage.
  • For your protection, we recommend insuring the package for the value of its contents.
Please Note:
  • Please do not send C.O.D. packages to us, we are unable to accept these deliveries.
  • If you chose any shipping method other than our Free-Shipping Offer for your order,
    your shipping charge will not be refunded.
  • Please keep the receipt of your return shipment, and in case of the items are lost or
    damaged during return shipping, you are responsible for filing a claim with the carrier.

4. Returns will be processed within 7 business days of receipt.

  • All returns will be inspected and processed within 7 business days after we receive the return package.
  • When return processing is finished, credit will be issued to your original method of payment.
  • We apologize that we do not accept returns if they arrive not in their original conditions.
Return Policy for Promotion Orders

We accept returns for sales and promotional items, same Return Policy apply as stated above.
Additionally, all returns with sales and promotional items should follow the guidelines listed below:

  • When the promotional discount is based on threshold of order total value:
    After return, if total order value falls below the current discount threshold, your discount rate will be recalculated, and the difference will be deducted from your return credit.
  • When the promotional offer is free item based on threshold of order total value:
    After return, if the total order value falls below the current threshold for the free item, and if you decide to keep the free item, then we will charge the free item's original value and deduct it from your return credit.
  • All promotional items will be returned and refunded in their actual discounted value at the time of purchase.
  • Final Sale items can't be returned.
International Returns & Exchanges

We accept international returns and exchanges, same Return & Exchange policy apply as stated in above sections.

For international returns, send your return package to:
BlueJoy, Inc.
Attn: Return Dept.
538 South Sixth Ave
City of Industry, CA 91746
United States
Phone: (+1) 626-788-8000

For more information, please visit the International Orders page.

Payment Options

Credit Card

We accept all major Credit Cards.

  • visa
  • amex

Card holder address and related information will be verified with issuing bank as we process your order.

  • Valid phone number is required for credit card payment.
    In case there is an issue with the payment, we will contact you for additional information.
  • Payment has to be confirmed before we ship your order.
    We apologize that we can't ship the order if we are unable to confirm the credit card payment.
  • Your credit card information is secure and protected.
    Our payment processing system is Certified Level 1 PCI DSS compliant, which is the highest security
    rating for e-commerce credit card processing. We never store your credit card information.
PayPal

We offer Express PayPal checkout.

Buy now with PayPal

Express checkout with PayPal is available as a payment option when you place the order.

  • When checking out with PayPal, you will be redirected to the PayPal login portal to verify your identity,
    and then confirm the payment to complete the order.
  • When PayPal is selected as your payment method, PayPal will first use the funds, if any, available in
    your balance, then will automatically draw from the back-up method set up in your PayPal account.

PayPal Checkout Benefits:

  • Pay from multiple funding sources, including PayPal balance, bank accounts and credit cards.
  • Make online payments without having to share your financial information with merchants.
  • You are protected by PayPal for unauthorized transactions initiated from your account.
  • For more information about PayPal, please visit www.paypal.com
Apple Pay

Fast & Easy checkout with Apple Pay.

Buy now with Apple Pay

When you are in Safari browser on your iPhone, iPad or Mac, you can conveniently checkout with Apple Pay.

  • Apple Pay allows you to use pre-stored payment methods to checkout.
  • With Face ID, Touch ID and password enabled, you can pay quicker, easier and more secure.
  • Apple Pay keeps your financial information private, your card numbers are never shared with merchants.
  • For more information about Apple Pay, please visit www.apple.com/apple-pay

International Orders

International Shipping

We are proud to ship to customers around the globe.

International orders will be processed and shipped once payment is cleared. We will make sure your package leaves
our distribution center in shortest time possible to be transported by carrier.

  • International shipping fee will be calculated at checkout based on the destination country and service requested.
  • Please allow extra amount of time for international shipments to arrive, sometimes international shipping speed
    is unpredictable due to various factors, such as export processing, weather impact, transitions and destination
    country import processing. Normally it will take about 2-3 weeks for the packages to be delivered, but please
    note that delivery date is not guaranteed.
Customs Clearance and Import

Importer of Record

The recipient is the importer of record.

  • The importer of record refers to the individual or company who is responsible for ensuring that goods are imported
    in accordance with all laws and regulations of the destination country or region.
  • The importer of record is responsible for paying all duties, taxes, and fees assessed by customs or the carrier.
  • Title and risk of loss for items ordered will transfer to the recipient once the package has been picked up by the
    carrier from our distribution center.

Duties, Taxes and Fees

  • The Customs of destination country may impose fees, import duties, taxes and other charges for international
    packages. Recipient is responsible for these charges for clearance of the shipment from Customs.
  • When your package arrives at Customs of your country, either the shipping carrier or the Customs office will
    directly contact you for the requirements of clearing the package and collect payments for the import.
  • There might be additional fees incurred at Customs, such as security surcharges, warehouse fees, etc. Please
    note that BlueJoy has no control over these charges, contact your local Customs office for details.

Import Inspection

  • International shipments are subject to be opened and inspected by Customs officials without prior notice.
  • Detail information about your package contents may be provided to shipping carriers and Customs authorities.
Payment

Credit Card

We accept international credit cards.

  • Verified by Visa or Master SecureCode: Visa Visa

    For your protection against fraud, we offer Verified by Visa and MasterCard SecureCode to confirm your payment.
    The Verification procedures are security features for online transactions provided by Visa and MasterCard.
    Please note that these features may not guarantee your payment will be approved by your bank.

  • Additional Verification:

    International orders may be subject to additional verification of billing address and bank information.
    When such verification is needed, please allow 2-3 business days for the process to be completed.

PayPal

For international orders, checking out with PayPal is recommended.

  • With PayPal account, you will have more flexibility to link bank accounts and international credit cards for payments.
  • Make online payments without having to share your financial information with merchants.
  • For security purposes and fraud protection, we might need your PayPal account to be verified.
  • For more information about PayPal, please visit www.paypal.com
Return & Exchange

We gladly accept returns and exchanges for international orders.

Return & Exchange Policy

Return and Exchange can be requested within 30 days from the date when you get your package.

All returned products must be:

  • in Original Condition - not showing any signs of wear, damage, or any forms of alteration.
  • in Original Packaging - such as gift box or velvet pouch that comes with the item.

Final Sale and Custom Order items can't be returned, however exchange may be accepted unless otherwise noted
when you placed your order.

Instructions

Please contact our customer service team for your return/exchange requests.

Send your request to: service@bluejoy.com

  • Include order number and return/exchange reason in your request email.
  • Your request will be reviewed within 24 hours and one of our agents will contact you for following steps.

Shipping

  • You will be responsible for the international return shipping cost.
  • For your protection, we recommend insuring the package for the value of its contents.
  • Please make sure the return shipment is securely packaged.
  • Please keep the receipt of your shipment, and in case of the items are lost or damaged during return shipping,
    you are responsible for filling a claim with the carrier.
FAQ

Frequently Asked Questions

Account
What’s the benefit to have an account with you?

With your BlueJoy account, you will have access to the following information:

  • Your Account Information
  • Your Order History
  • Your Wish List

Your Order History allows you to conveniently re-order products you previously purchased. The Wish List allows you to store all your favorite items in one place inside your account, you can always come back to view these items and buy.

My email address has changed. How do I update this information to my current account?

It’s fairly easy to update your email associated with your account. Simply log in to your account, and then in your Account Home, click the link "Edit Account Information", and you will be directed to the page to update your email address, after entering your new email address, click “Update Account” button to complete the process.

Orders
Do you do back orders?

We apologize that we don’t do back orders, if an item is out of stock, we may not guarantee the availability date, please contact our customer service if you do need to order an out-of-stock item from us, and our agents may provide more information if available. Please note that once a one-of-a-kind item is out of stock, it won’t be available anymore.

Do you have a catalog?

We don’t, because it wouldn’t work well for us. BlueJoy.com is sourcing jewelries and gems from all over the world every single day, which means that there are far too much items for us to publish a printed catalog. We recommend subscribing to our email newsletter, it will keep you well informed of our sales, coupons and new arrivals.

How can I reach you if I need help about my order?

Three quick and easy ways to reach us, our Customer Service Team is ready to help!

  • Call us: 1-800-888-2352 (Regular Business Hours, Pacific Time)
  • Email us: service@bluejoy.com (Feel free to email us anytime, we will get back to you within 24 hours)
  • Live Chat with us: Click Here to start the chat (Regular Business Hours, Pacific Time)
I tried to check out and the item in my shopping cart disappeared, what happened?

We are sorry that you were not able to complete your order. Because our website is live, so the stock level you observe only reflect the availability at that moment. There can be multiple customers checking out the same item at the same time, so placing the item in your shopping cart does not guarantee your priority to purchase that item. Until you have completed the checkout process, another customer may buy it even if it’s already in your cart. If it happens, you will automatically get an error massage indicating that the item you are trying to check out with is no longer available.

The item I want is out of stock. What do I do now?

We are sorry that the item you want is out of stock. For one-of-a-kind items, once sold, it’s not going to be available anymore, and we suggest that you shop around and there is a good chance that you can find similar products available. For regular items, please contact our Customer Service Team and we will help you with further information.

Shipping
If my order qualifies for free shipping, when can I get my package?

We use USPS standard shipping service for orders qualify for free shipping, depending on your location, it can take 3-7 business days for your package to arrive.

Do you offer expedited shipping?

Yes, we do offer expedited shipping services, based on your shipping address, when checking out, you will be given choices of expedited services with expected delivery speeds.

What’s your order processing time?

If you place the order before our cut-off time (2:00pm Pacific Time) on a regular business day, we ship out your package the same day, otherwise, we ship out your package the following business day.

Why the tracking status of my order is not showing any updates?

Sometimes even if we have shipped out your package, the tracking status might not be updated till it arrives the destination city. This is mainly due to the package scanning discrepancies of the carrier’s system, it doesn’t mean your package is lost or we haven’t shipped it yet, please allow a few extra days for the updates to show up. Feel free to contact us if you need more information about your package.

Returns
Do you accept returns?

Yes, we happily accept returns within 30 days. For more information about our return policy, please visit our Returns & Exchanges page.

Can I exchange my order instead of returning it?

Yes, you have the option of exchanging an order instead of returning it for a refund. To request exchange, please contact our Customer Service Team within 30 days of your purchase, and we will provide you more details on how to process the exchange. An exchange also requires return of the original order, please follow the instructions on our Returns & Exchanges page to return the merchandise.

How long will it take to process my merchandise return?

We will process your return within 7 business days from the time we received your returned item, register the return in our system, and pass it through our Quality Assurance department. For exchange requests, please allow an additional 2-3 business days before we ship the exchanged item out to you.

When should I expect to receive my return credit?

Your refund credit can only be issued to the original payment method. For U.S. Customers, after you receive the refund confirmation email, it usually takes 3-5 business days for the funds to reach your account. For international customers, allow up to 7 additional business days.

Which carrier should I use for return shipment?

For U.S. customers, ship with any carrier that’s most convenient for you. For international customers, please use reliable shipping service for your return, you may contact us for more information about international return shipping.

What cannot be returned within 30 days?

Final Sale and Custom Order items can't be returned, however exchange may be accepted unless otherwise noted when you placed your order.

Discounts
Are discounts available?

Yes, subscribe to BlueJoy newsletter and stay informed about our sales and new arrivals.

How do I know if there is a sale going on?

Check back regularly, or simply subscribe to our newsletter by registering your email with us.

Is the item I want going to go on sale soon?

Unfortunately, we don’t have the information if an item will go on sale or be marked down until it actually happens.

Payments
Do you accept international credit cards?

We accept most major international credit cards, please refer to our International Order page for more details.

Do you allow Cashier's Checks or Money Orders?

Sorry, we don’t accept Personal Checks, Cashier’s Checks, or Money Orders.

International Orders
Do you offer free international shipping?

We don’t offer free international shipping, but we try to use the most economical service to save you the shipping cost.

How long does it take international shipments to arrive?

For standard shipping, normally it will take about 2-3 weeks for international packages to be delivered. In rare cases, the package may be delayed due to various factors like export processing, weather impact, transitions and destination country import processing.

My order is a gift, can you only include gift receipt with the package?

For international orders, details of the order (brief item description and total order value) will be printed on the label attached to the outside of your package. This information is required by U.S. Customs for exporting purposes, we are sorry that this information can’t be left blank even if you are ordering it as a gift for someone. But we are happy to provide the gift receipt for your order. Please contact us for more information about international gift packages.

Customer Service

  • Contact Us
  • Shipping Information
  • Returns & Exchanges
  • Payment Options
  • International Orders
  • FAQs & Information

About Us

  • About BlueJoy
  • Why BlueJoy
  • BlueJoy Blog
  • Wholesale
  • Terms of Service
  • Privacy Policy

Education

  • Turquoise Guide
  • Gemstone Guide
  • Birthstone Guide
  • Jewelry Size Guide
  • Jewelry Care
  • Jewelry Glossary

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