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For our local customers, we’re pleased to offer convenient in-store pick-up at our downtown Salt Lake City location. This option allows you to bypass shipping times and collect your jewelry directly from us at your convenience. Once your order is ready, a member of our team will personally reach out via phone or email to notify you that it’s available for pickup.
Pick-up is available during regular business hours, and we’re happy to accommodate alternate arrangements if needed. If you have specific timing requests, accessibility needs, or any questions about the pick-up process, please don’t hesitate to contact us—we’re here to make the experience as smooth and personal as possible.
For customers outside the Salt Lake City area, we proudly offer secure nationwide shipping through FedEx. Each order is packaged with care to ensure it arrives in pristine condition. Every piece is inspected before shipment, then securely wrapped and protected to prevent damage during transit.
To ensure safe delivery, all packages are shipped with signature confirmation. Once an item has been handed off to the carrier, McKay Diamonds cannot be held liable for any damage, delays, or losses that occur during shipping. If you do qualify for insured shipping, if the item is lost during transit we will resolve the issue.
Delivery times vary depending on location, shipping method, and item availability. If you require expedited shipping, have a deadline, or would like to discuss delivery timelines in advance, please reach out—we’re happy to help find the best option.
We do our best to ensure timely delivery of your purchase. However, we cannot be responsible for shipping delays due to weather, carrier issues, or other unforeseen circumstances. Thank you for your understanding.
We require a minimum of 24 hours’ notice for cancellations. If your order has already shipped, the return will be handled according to our Return Policy.
Cancellations must be confirmed in writing (via email or in person). A $50 administrative fee may be charged to cover processing costs.
If your order includes custom design work, please note that once production has begun (including CAD modeling, stone ordering, or casting preparation), the order cannot be fully canceled. In those cases, a 15% cancellation fee will be retained to cover labor, materials, and design costs incurred up to that point.
For rush orders (requested for completion within two weeks or less), cancellations after production begins are subject to a 20% processing fee due to the expedited materials, labor, and vendor costs already committed to the project.
As a small, family-run business, we strive to ensure every customer is completely satisfied. If you have concerns with your order, please contact us directly so we can do our best to resolve the issue.
Exchanges are available within 30 days of purchase for in-stock, non-custom items. Items must be returned in their original, unworn condition. We will issue a store credit equal to the pre-tax amount paid.
If you prefer a refund, a 10% non-refundable processing fee will be deducted. The item must be returned in its original condition within 30 days of receipt.
Our custom design process is highly collaborative, and each piece is crafted specifically for you. Because these designs are made to your exact specifications, all custom design sales are final.
Every custom project begins with a $500 non-refundable deposit, which secures your design time and covers the creation of your CAD renderings, stone sourcing, and design adjustments. Once approved we require 50% of the total to begin production.
If a client requests to cancel a custom order after production has started, McKay Diamonds may, at its discretion, offer a partial refund or store credit, less any costs already incurred (such as CAD work, expedited shipping, materials, or casting fees).
Please note that any alterations to an existing design—including changes to the center stone, accent stones, metal type, ring dimensions, or any other modifications—will reclassify the order as a custom design and therefore make it subject to the Custom Design Policy outlined here.
We understand that situations can change, and while all custom sales are considered final, we will always do our best to find a fair and respectful solution—such as applying your payment toward another future piece in some cases.
Both McKay Diamonds and the client reserve the right to terminate any service agreement for any reason. If services have already begun, refunds may not be issued. Any unused services may be refunded or credited at our discretion.
