Our Promise: The DovEggs Commitment to Quality, Service, and Lifetime Care

Last updated: April 2026
The standards we hold ourselves to, in writing

1. The Quality Promise

Every DovEggs piece begins with a stone and a setting. We commit to specific quality standards on both, documented and verifiable.

Stone quality standards

Moissanite: All DovEggs moissanite meets quality standards in clarity, color, and craftsmanship. While DovEggs moissanite does not come with an external grading certificate by default, every piece is internally certified by DovEggs and meets documented specifications. Our standard color offerings are F-G in GHI grade and D in DEF grade, ensuring no obviously yellowish appearance in either color option.

Lab grown diamond: Every DovEggs lab grown diamond ships with an IGI certificate (or NGIC/GEMID for some specialty stones, which is the largest bureau-level third-party lab in China and is internationally recognized). Standard color range: D, E, F, G, H, I. Standard clarity: VS1 to VVS2. For personalization orders: F color and above, VS and above clarity. Optional dual certification with NAGL adds testing and appraisal before dispatch.

Lab grown colored gemstones: Sapphires (royal blue, yellow, pink, orange, black, purple), rubies (vivid pigeon blood), emeralds (Zambian), and other lab-created colored gems meet AAAAA quality standards for color saturation and clarity.

Setting and craftsmanship standards

DovEggs jewelry is made in solid 10K, 14K, or 18K gold or platinum. Sterling silver is available for select designs and custom requests.

Materials commitment:

• Nickel-free: Sterling silver, platinum, yellow gold, and rose gold are nickel-free. White gold may contain trace nickel but is rhodium-plated to reduce skin contact.
• Solid metal: Standard offerings are solid gold or platinum, not plated (with limited exceptions clearly disclosed for sterling silver pieces with rose gold or yellow gold finish, where the plating is noted)
• CAD verification: For custom orders and most made-to-order designs, CAD imagery is available before production for your review

What "manufacturing defect" means

Our warranty covers manufacturing defects — issues with how the piece was made. Examples include:

• A center stone coming loose due to setting defect
• Prong failure not caused by impact or daily wear
• Solder joint failure in a setting
• Stone damage caused during manufacturing
• Metal defects (porosity, hairline cracks) present from production

What's not a manufacturing defect:

• Damage from impact, abuse, or accident
• Loss or theft
• Normal wear (slight prong wear over years, eventual rhodium plating wear)
• Tarnish on sterling silver (this is a natural process, removable with cleaning)

2. The Limited Lifetime Warranty

This is the central promise. DovEggs stands behind the quality and craftsmanship of our products 100% to the original purchaser, covering manufacturing defects on all jewelry for life.

What the warranty covers

• Optical properties of the moissanite stone, including brilliance and fire
• Physical integrity of the moissanite stone
• Setting integrity (prongs, bezels, soldering)
• Loose accent stone replacement (all sizes of moissanite and colored gemstone accents; lab grown diamond accents in small sizes typical of most designs, with larger accents covered case-by-case)
• Manufacturing defects in the metal setting itself

What the warranty does NOT cover

• Damage from accidents, abuse, misuse
• Loss or theft
• Damage from work performed by jewelers other than DovEggs without prior approval
• Sterling silver pieces (after 6 months free repolishing for made-to-order silver from our official website)
• Replacement, gifted, or compensation jewelry (these void the warranty)
• Stones or settings from other brands not sold by DovEggs

Warranty time tiers

The warranty operates in three tiers. What's available depends on how long you've owned the piece.

Within 30 days of receipt

This is the fullest coverage period. Within 30 days, you may:

• Return for refund (custom personalized jewelry: 15% restocking fee)
• Return for replacement or exchange
• Resize at no charge
• Get free repair or replacement for any manufacturing defects
• For US customers: free prepaid return shipping label

Important: Resize service is not available beyond 30 days. We may recommend local repair for less waiting and reimburse limited repair costs (with receipt; reimbursement capped at our equivalent service fee).

30 days to 12 months

Coverage continues, with adjustments:

• Manufacturing defects covered (repair or replacement)
• Local repair recommended; we reimburse based on market rates with receipt
• If you insist on DovEggs repair, service takes 30-60 business days
• Stone replacement service: approximately 15 business days
• Returns for replacement: 15-30% restocking fee
• Returns for refund: 30-50% restocking fee

Beyond 12 months

Returns are no longer accepted. However, warranty for manufacturing defects remains for life:

• Manufacturing defect repairs handled at no cost beyond shipping
• Repair Service typically 30-60 business days
• Loose stones (where covered) replaced

How warranty service works in practice

Our resolution approach has evolved based on years of experience: aftercare should reduce risk, not add complexity. For pieces considered irreplaceable by the customer, we may support locally-arranged repairs rather than requiring the item to be sent back.

How concerns are reviewed:

1. Customer submits photos and short videos showing the issue
2. Standardized visual review criteria are applied
3. Image-based analysis supports consistent assessment across cases
4. Resolution proposal is made within typical response time

This approach helps ensure each case is reviewed fairly and consistently, without reliance on individual subjective judgment. Clear and sufficient images are required for review to proceed.

Resolution options

Depending on the nature of the concern and the review outcome, resolution may include:

• Partial order credit or partial refund, where applicable
• Order credits toward remakes or new designs
• Guidance or support for professional local repair (with reimbursement up to equivalent DovEggs service fee)
• Direct repair at our Renton, WA repair center
• Stone replacement for covered defects
• Other case-by-case solutions

To reduce shipping risks, traditional return-and-repair is not always the default. We weigh shipping risk against the nature of the issue and propose the lowest-risk resolution.

3. The Service Promise

Quality and warranty matter because the people behind them respond reliably. Here's what to expect.

Response times

• Custom team: Most quote requests answered within 24 hours during business days
• After-sale customer service: Response typically within 1-2 business days
• Showroom appointments: Email inquiry@doveggs-seattle.com with your phone number; our showroom calls back within 2 business days during business hours (10am-5pm PST, Mon-Fri)
• CAD turnaround on custom orders: 72 hours after order placement
• Production after CAD approval: 7-10 business days for gold (15-20 business days for silver)
• Stone replacement service: 30-60 business days
• Standard repair service: 30-60 business days

How we communicate

For all custom orders and most ready-to-make designs, we send pictures of the finished jewelry by email for your review before shipping. This step is built into our process specifically to catch any issues before the package leaves our facility.

For lost packages or shipping concerns: investigations must be initiated within 30 days of the shipment date. We will investigate the case, locate the tracer on the delivery truck, and contact local authorities if a lost case is confirmed. If the carrier confirms loss, we remake the jewelry.

The Seattle showroom

Our showroom is located at:
600 1st Ave, 208, Seattle, 98104
Phone/Text: 425-207-7431
Hours: 10am-5pm PST, Monday-Friday (by appointment)
And US repair center is located at:
601 S Grady Way, Suite R, Renton, WA 98057

To make an appointment: email inquiry@doveggs-seattle.com with your phone number. We call back within 2 business days during business hours.

Online consultation

For customers who can't visit Seattle, our Brand Ambassador offers Zoom consultations. Booking link: https://doveggs-international-inc.square.site/. These consultations are valuable for visualizing wedding band combinations, discussing custom design concepts, and stone selection.

4. The Custom Promise

For custom orders — whether full original design or customization of an existing piece — DovEggs commits to:

• Free CAD before payment is no — but you can cancel for full refund before production if the CAD doesn't end up as you preferred
• CAD turnaround: 72 hours after order placement for personal customization
• Production: 7-10 business days for gold jewelry (and 15-20 business days for silver jewelry) after CAD confirmation
• Free small changes noted in the "Make Small Changes" field at order: prong changes, double prongs, narrower band width, eternity-to-half-eternity changes, simple modifications
• Quote validity: 6 months from issuance

  If gold or precious metal market prices shift by 5% or more from the date of your original quote, we reserve the right to issue a revised quote reflecting current market rates. This threshold applies regardless of how much time has passed.

  We will always notify you promptly and transparently if a repricing is needed, and your design progress will always be preserved.

• Engraving: No additional cost before shipment, up to ~10 characters for most ring designs

What's not part of the custom promise

• We do not set customer-provided lab grown or natural diamonds (we will set customer-provided moissanite or colored gemstones)
• Semi-mount services for non-DovEggs lab diamonds have been discontinued; existing semi-mounts made before this change are not warrantied for non-DovEggs stones used in those projects
• Free CAD is for paid orders only (CAD is detailed with measurements and customers usually need adjustments before approval; offering free CAD before payment is not balanced against the paid customers waiting for theirs)

5. The Shipping Promise

For US customers

DovEggs covers 100% of tariffs on US orders. You don't pay customs fees or import duties — we cover them.

How this works (Tariff & Shipping for US customers):

1. We clear customs before your jewelry arrives in the US (called "Processing Time," up to 5 business days, during which you won't receive shipping updates)
2. Once your jewelry clears and reaches our US warehouse, you receive UPS or FedEx tracking
3. Domestic delivery typically takes 3 business days
4. Total turnaround: approximately 5-7 business days from shipment
5. If anything happens due to tariff clearance, we cover any loss

Standard US shipping fee: $19 per order (this covers expedited carriers including USPS/UPS or DHL Express depending on conditions).

For international customers

• Free shipping for international orders above $500
• $9 shipping for international orders $300-$500
• $19 shipping for international orders below $300
• DHL Express to Canada, Mexico, and Europe: 4-6 business days
• Other international destinations: variable, depends on carrier
• Import taxes, customs duties, and fees imposed by destination countries are the customer's responsibility for international (non-US) orders

Shipping addresses we cannot serve

DovEggs does not ship to P.O. Boxes or APO/FPO addresses due to DHL and UPS shipping requirements (physical address required for delivery). Alternatives:

• Use a different non-PO Box address
• Have the package shipped to our US partner warehouse and forwarded via USPS to your PO Box

6. The Return Promise

30-day free return

Within 30 days of receiving your order, you can return the fine jewelry for a refund, exchange, or resize. Our standard policy:

• Free return shipping for US customers (prepaid label provided)
• $30 USD store credit reimbursement for international return shipping
• Custom personalized jewelry: 15% restocking fee
• Engraved or custom-designed jewelry: 15% restocking fee
• Modified or resized items: non-returnable
• Items previously exchanged: non-returnable
• Clearance items: generally non-returnable

Beyond 30 days

• Exchanges: 15-30% restocking fee
• Refunds: 30-50% restocking fee
• After 30 days: all customers responsible for return shipping costs
• Standard policy lasts 30 days but exchange/return requests beyond 30 days will be considered with applicable restocking fee

Beyond 12 months

Returns are not accepted beyond 12 months. Manufacturing defect warranty service remains available.

Cancellation

• Cancellation accepted before making the ring (full refund)
• Cancellation after making has started: 10% cancellation fee

Refund processing

After we receive the returned order, our Quality Assurance department inspects and verifies the condition of the item. Returns take approximately 7-14 business days to process upon receipt. Refunds issue via the original payment method, or by check if original payment was bank wire, cash, or other special-processing methods. Credit card refunds: please allow one billing cycle for the credit to appear.

Return shipping insurance

If you use the prepaid return shipping label provided by DovEggs, it automatically includes shipping insurance. You do not need to purchase additional coverage.

If you choose to ship the item back yourself using your own carrier, we highly recommend purchasing insurance for the package's value. DovEggs cannot be held responsible for loss or damage during transit when you use your own carrier.

How to package your return

For all returns and exchanges, include all original packaging, accompanying materials, packing slip, and gemstone certificates. (For resizes, do NOT include certificates and accompanying materials.) For security, do not write "jewelry," "diamonds," "moissanite," or related words anywhere on the package.

"Double box" your shipment: enclose your item in its original ring/jewelry box, place that inside a medium box, place the medium box inside a larger box. Affix the prepaid label to the outside of the larger box and drop off at your nearest staffed shipping location. Obtain a receipt as proof of insurance — DovEggs and the carrier are not responsible for packages dropped at unstaffed drop boxes.

7. The Sustainability and Ethics Promise

DovEggs is dedicated to creating and delivering ethically-sourced lab grown gems and fine jewelry. This is core to our brand:

• All gemstones we sell are lab grown — no mined moissanite, no mined diamonds, no mined sapphires
• No conflict origins: Lab grown stones avoid the human rights and environmental concerns associated with diamond mining
• Recycled metal options available on request
• Box recycling program: See DovEggs Box Recycling Plan
• Made-to-order business model reduces overproduction

8. The Community Promise

The DovEggs community is one of our most valuable resources for buyers. Our 50,000+ member Facebook group is where customers share unboxing photos, ring stack inspirations, comparison videos, daily-wear feedback after years of ownership, custom design successes, honest concerns, and more.

Our community commitment:

• Active moderation by DovEggs marketing team
• Privacy protection (Group Rule 10): Discussions in the group may be anonymously featured on our website to help future customers. We never publish photos showing faces, and all personal information (names, contact details) is removed before publishing. Members concerned about specific posts can message admin.
• No hate speech, bullying, or spam
• Quick approval: If your request to join is delayed, email marketing@doveggs-seattle.com with your Facebook profile name for faster processing
• Group order democracy: Custom designs proposed by community members can be voted on for production via group order

To join: DovEggs Jewelry Community on Facebook.

9. The Loyalty Promise

Long-term customers benefit from:

• Loyalty Program with rewards points (5,000 points = $50 discount; redeem when you reach the threshold)
• Referral Program — earn rewards for bringing friends
• Birthday discount (when you've registered an account and fill out the birthday)— 10% off code
• First-time buyer discount — 10% off code for new account registrants, valid for 2 days
• Group order discounts for community-driven custom designs, normally enjoy 20% off
• Stackable codes: public discount codes can stack with reward codes when total exceeds $300 (excluding tax)
• Account merging available if you have multiple accounts (email inquiry@doveggs-seattle.com)

What we do NOT promise

Honesty matters. Here's what's outside the DovEggs promise.

• Investment value. We don't promise that DovEggs jewelry will appreciate financially. Buy for wear and beauty, not as an investment.
• Same-day shipping. Most orders involve 1-2 weeks production plus shipping. Orders requiring "instant ship" labels are limited to specific in-stock items.
• Shipping refunds for tariff-related delays beyond our control. We cover the tariff itself; if tariff clearance creates a delay, we cover loss but cannot guarantee specific delivery dates.
• Setting non-DovEggs lab or natural diamonds. For integrity reasons, we don't set customer-provided lab grown or natural diamonds.
• Repair on settings or stones from other brands unless explicitly accepted in writing by us, and the warranty is explicitly voided for that work.
• Match Amazon pricing in some cases. Our website prices reflect customization service availability and quality control standards beyond what's possible for finished products on Amazon.

Contact us

For warranty claims, custom inquiries, or anything related to your DovEggs purchase:

• Custom team (quotes, custom orders): inquiry@doveggs-seattle.com
• Customer service (after-sale, warranty, returns): inquiry@doveggs-seattle.com
• Marketing/community: marketing@doveggs-seattle.com
• Phone/Text: 425-207-7431
• Showroom: 600 1st Ave,208,Seattle, 98104 ( Email to schedule appointment)
• repair center: 601 S Grady Way, Suite R, Renton, WA 98057
  
• Free quote: Start a custom quote
• Returns: Start a return or exchange
• Community: DovEggs Jewelry Community

Related pages

• Repair & Limited Lifetime Warranty — full warranty terms
• DovEggs After-Sale Service — what's covered, response times
• Shipping Policy — full shipping details
• 30-Day Free Return Policy
• FAQ Hub — 125+ customer questions answered
• DovEggs Help Center — main hub
• DovEggs Quality Over Time — real long-term customer experiences
• Is DovEggs Worth It? — independent customer perspectives