Why Haven’t I Received My Order?

If you have still not received your item 10 days past the ship date, please contact the Customer Experience Team at (800) 550-8393. They will investigate and begin the claim process for you.

When you receive the claim form, please sign it and return it to us. The claim form is a legal, binding document used for our investigation purposes. We will begin processing your refund once we receive this form.

Related FAQ

  • What is “Waiting to Ship”?

    The “Waiting to Ship” status indicates that your order is being packaged and prepared for shipping. An order cannot be cancelled once it has reached this stage.

  • Why is My Order On “Unable to Authorize”?

    An order is placed on “UA” status when JTV is unable to obtain authorization from your credit card provider. For assistance, please contact  Consumer Protection department at (800) 931-7001. Once the authorization is obtained, your order will be released for processing.

  • Does JTV offer a Satisfaction Guarantee?

    JTV at Jewelry Television® want you to be completely satisfied with your purchase. If you're not, send it back in its as-shipped condition within 30 days of receipt. Please complete and include the Satisfaction Guarantee return form located on the back of your invoice. For your…

  • Do I Need a Different Account to Order Online?

    No. You simply need to register on the Jewelry Television® website. If desired, you may have separate accounts in the system. However, each account must be registered with a different email address.

  • Why is My Order On “Hold”?

    An order is placed on hold when JTV does not have the correct billing address for the credit card you provided. This situation can be resolved by contacting Consumer Protection at (800) 931-7001. Please give them the address where you receive your statement. Once this is resolv…

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