FAQ
Frequently Asked Questions
Your messages are directly added to our to-do list to improve the site. Below are responses to our most common inquiries.
About Us
How Does Caratiny work?
We manufacture at the world’s largest laboratory diamond base, eliminating middlemen to offer you the best prices online. We prioritize clear communication with every customer to ensure an exceptional shopping experience. Additionally, we guarantee that you will receive exactly what you ordered, or you’ll get a full refund.
Is it safe to buy online from Caratiny?
Yes! Caratiny has engineered a zero-risk environment. All items purchased through Caratiny include IGI certification and a Manufacturing Defect Warranty, ensuring you receive exactly what you ordered.
Can diamond jewelry be customized using just a single picture?
To customize your items, simply email us at help@caratiny.com with your pictures or ideas. Our team will then provide a production plan and an affordable price list!
Will the time required to create customized diamond jewelry be lengthy?
After you select the style, we will place the order with the factory. The time it takes to customize diamond jewelry varies depending on the complexity of the process, but you can generally expect to receive your package within 20 days.
Orders and Shipping
What if I have a question about my order, want to change it？
If you have any questions or need to make changes to your order, please emaihelp@caratiny.com
Does Caratiny offer ring engraving?
Yes! We provide free engraving on all rings and wedding bands. Please let us know the engraving text you would like to add in your communication email.
Can I track my order on the Caratiny website?
You can! Visit the My Orders page to see the status of your order.
Can I ship to an address that is different from my billing address?
When paying with PayPal, Affirm, a credit card, or wire transfer, you may ship to an address different from your billing address.
What should I do if my jewelry or diamond gets lost during shipment?
No need to worry. It's quite rare for this to happen, but if your order was lost in shipping before it reached you, it is fully insured by us. You won't be financially responsible for this situation. We will contact you with details about the process and next steps once it is confirmed that the order was lost prior to delivery.
When will I receive my tracking information?
Tracking information will be sent to the email used for your order the night before the package is shipped. All packages are insured and require an adult signature upon delivery.
Does my package require a signature upon delivery?
Yes！ Delivery requires a signature from an adult (21 years or older).
Our Diamonds and Jewelry
What is the Caratiny Guarantee?
If you receive a product that differs from our description, we guarantee a full refund. Please visit our Reputation Guarantee page for more details on this guarantee.
What is the quality of the jewelry?
We come from the world's largest laboratory diamond production base and strictly control every step of the production process to ensure the highest quality jewelry is produced. All our jewelry is made from the highest quality materials and undergoes multiple inspections throughout the production process and before shipment.
Do all lab-grown diamonds come with a physical grading report?
IGI-graded lab-grown diamonds come with a physical copy of the grading report, while GIA-graded lab-grown diamonds provide access to a digital copy of the grading report through their report lookup page.
Do you provide a warranty for the jewelry?
We provide a lifetime warranty against manufacturing defects. This warranty excludes coverage for normal wear and tear, loss of diamonds or gemstones, product loss, theft, and any failure to obtain necessary repairs to maintain the integrity of the jewelry.
Can I buy the diamond or the setting separately?
We try our best to provide all kinds of customized services, if you have such needs, please contact us by e-mail (help@caratiny.com).
Repairs & Resizing
How do I initiate a repair?
In case your jewelry needs a repair, please have your order number, a photo or two of the problem, and a short description of the issue ready and reach out to help@caratiny.com
Does Caratiny offer re-sizing?
We offer one free ring sizing within 90 days of shipping. Email help@caratiny.com to start the resizing process. Please have your order number and the new size ready for faster service.
Can I upgrade my diamond?
All lab diamonds qualify for a lifetime upgrade program. Contact us for complete details.