FAQs
Here you'll find the answers to the most common questions our customers have!
SHIPPING
HOW LONG AFTER ORDERING IS MY ORDER SHIPPED?
We typically ship all personalized jewelry and poster orders within 2–4 business days. Every product is made to order, so production time may vary slightly during busy seasons.
WHICH CARRIER DO YOU USE?
We ship all items with trusted carriers such as USPS, FedEx, or DHL. For international shipments, your local mail carrier will handle and deliver the package once it enters your country.
HOW LONG DOES IT TAKE TO ARRIVE?
We ship all orders from our USA or Netherlands facilities.
USA – Within 2–5 business days
Canada – Within 3–10 business days
Europe – Within 2–5 business days
Australia/NZ – Within 5–10 business days
Rest of the World – Within 5–20 business days
I DIDN’T RECEIVE MY ORDER
Please email us at flybyjay@outlook.com with your order number from the confirmation email/SMS. We’ll help track it down for you.
CAN I PAY EXTRA TO GET MY ITEM QUICKER?
Yes. All items take 1–3 business days to produce. At checkout, you can select Express Shipping for faster delivery. This will shorten the transit time once your item has been made.
WHAT ABOUT CUSTOMS FEES/TAXES?
Some countries may charge customs fees or VAT when your order arrives. These charges are determined by your local customs office and are the responsibility of the recipient. We label packages clearly to help ensure smooth delivery.
SHIPPING INSURANCE (PACKAGE PROTECTION)
Shipping insurance is offered at checkout and covers your order in case it is lost, stolen, or damaged during transit. To make a claim, contact our support team at flybyjay@outlook.com.
Please note: Shipping insurance is non-refundable once your order has shipped.
PRODUCT PROTECTION
Some jewelry products include an optional 2-Year Product Protection Plan. This plan allows you to claim a replacement or repair if your item becomes damaged or defective within 2 years of purchase.
Coverage Includes:
Damaged pendant
Damaged chain
Stone repair or replacement
Tarnished jewelry
Exclusions:
Lost or stolen items
Additional Terms:
Coverage starts from the date of purchase.
One replacement or repair per covered product.
Customer must send a clear photo of the damaged item to our support team.
Damaged items may need to be returned at the customer’s expense before replacement is shipped.
If the purchased item is discontinued, a similar item of equal or greater value will be provided.
Claims can be sent to flybyjay@outlook.com
Please note: Product protection is non-refundable once the order has shipped.
CANCELLATIONS & EXCHANGES
CAN I CANCEL OR CHANGE MY ORDER?
We start production as soon as possible. If you contact us quickly after placing your order, cancellation or changes may be possible. Please email our support team to check the status.
MY ITEM IS DAMAGED OR INCORRECT. WHAT DO I DO?
If your order arrives damaged, defective, or incorrect, please contact us with photos of the item and your order number. We’ll arrange a replacement right away. Please do not return items without first contacting support.
CAN I RETURN MY PURCHASE?
We offer a 30-day return policy from the date of purchase. If you’re not satisfied, contact us for return instructions.
Please note: Personalized items may be subject to a partial refund since they cannot be restocked. Shipping and insurance fees are non-refundable.
MY ITEM LOOKS DIFFERENT THAN THE ONLINE LISTING
We make every effort to show accurate product photos. Some listings may use realistic renderings to show how the product looks. If you believe your item is defective or not as described, please send photos to our support team with your order number.
Customer support is provided by Fly by Jay.
Email: flybyjay@outlook.com