FAQ

No question is too small to ask. We are more than happy to answer any questions you might have. Here are the answers to our most commonly asked questions.

Are Your Products Shipped Discreetly?

Yes. We try to ship our packages as discreetly as possible so as not to ruin any surprises.

Your package will arrive from NBR, and the only place any information may be seen is on the customs declaration (although we do mark over this in black).

If you are worried about your package ruining a surprise, UPS offers Pick Up locations around the globe that you can ship directly to, and may have an Access Point near you. You can search for an access point here: https://www.ups.com/dropoff/

What If I Need To Change My Address?

If you have just ordered, or if you have not seen your tracking email, please reach out to us via phone or email and we can assist in changing your address before your package ships.

If you have received a confirmation of shipping and need to change your address you may be able to change it directly through UPS using their ‘My Choice’ option. If you cannot change it there, please contact us and we will do our best to update your address from our end. Extra fees may apply for UPS changes.

What If I Order The Wrong Size Or Don't Know The Size?

We have our Perfect Fit guarantee to help you get the right fit. If you order your ring and it is not the right size, you have 60 days from the time you receive your ring to return it for a one-time 15% resize (most rings will need to be remade in order to resize).

If you are buying a gift and are unsure of the size needed, reach out to us as we have tips and tricks to help gauge the right size to order.

If the ring is for yourself we have a ring size trial kit that we can send to you in order to help you determine the correct size for your ring, or you can visit any local jeweler and be asked to be sized for a ring in a comparable width and profile to the one you plan to order.

How Do You Source Your Materials?

Our precious metals and gems come from a large jewelry supplier located in Louisiana. They are committed to best practices for the environment and provide gold that is 100% SCS certified recycled as well as gemstones that are ethically sourced and vetted. .

Our wood and non-precious materials are sourced from other craftsmen, artists, cabinetmakers and small businesses. We make every effort to ensure the materials we are using are sourced ethically and are not contributing to the harm our world is subjected to over mining, forestry clear cutting and other environmental concerns.

Can I Send My Own Materials?

We can work with some of our customers own materials. It is best to reach out to us with the materials you are looking to use and let our customer care team help you with the details.

It is often not budget friendly to reuse your own materials as there is a lot of work in breaking down and reusing older jewelry. We recommend you only consider reusing your own materials if it is for sentimental reasons.

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Do Wooden Rings Last?

Wooden rings do need more care to ensure the wood remains protected, but they are capable of lasting a lifetime with proper care.

We recommend purchasing a ring with gold edges that come up the sides as opposed to a wood edge style of ring if you want low maintenance. If you prefer the look of the wood edge styles they are still very durable, but you may need to send your ring in on occasion for our refinishing service.

Can Wood Rings Get Wet/Be Exposed To Water?

The natural materials in our rings are coated in a waterproof acrylic finish. This finish protects against water damage and allows you to wear your ring jewelry while bathing, swimming, washing your hands, etc.

We do caution against wearing your jewelry when you will be in contact with harsh chemicals such as a chlorinated pool, cleaning chemicals, or nail polish remover. It is best to remove your ring or other jewelry before the finish comes in contact.

Where Can I See Your Work In Person?

You can visit us at our store location in Bridgewater, Nova Scotia. We don’t currently have our products in other stores.

We recommend making an appointment with us if you plan to come in. That way we can make sure someone is able to take the time to guide you through our products and services.

What Payment Methods Are Accepted?

We accept most major credit cards as well as PayPal for payment. Cash, e-transfers, and other payment methods may be accepted upon approval.

Do You Have Payment Plans?

We offer flexible layaway options via a third party app – Partial.ly. This is a layaway option only, and your product will not ship until it is paid in full. You can learn more about our conditions for using this service under Layaway in the policies list.

How Do I Place An Order Without A Credit Card?

You may contact our Sales Representative and we can discuss the best option for you if you do not have a credit card available to purchase with.

How Long Does It Take To Make My Order?

All of our orders are handmade when you purchase. During the year there are varying lengths of time to create our orders based on our current order volume. Our typical creation time is between 2-6 weeks.

If you have an upcoming date and you are worried about receiving your ring in time, please reach out to us before ordering so we can work with you on your need-by date.

What If I Want To Return My Order?

We allow returns on most Northwood Collection Jewelry within 30 days of receiving your item in the mail. Returns may not be eligible on custom designed pieces. Please see our policies to learn more about returns or exchanges.

How Can I Cancel Or Change My Order?

Depending on the status of your order, you may be able to cancel your order for a full refund. If you need to cancel or change your order please reach out to our customer support team as soon as possible so we may assist you.

Can You Rush My Order for a Fee?

If you are in a rush for your ring, please reach out to us before ordering. We may be able to accommodate your needs depending on the circumstances and the availability of materials.

Whether or not we charge a fee will depend on different factors, but we do not have a blanket policy for accepting fees for rush orders. All rush orders are done based on availability of materials, and staff to handcraft your ring.

Still have a question?

Please contact us for more information.

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