Customer Service

Order Confirmation

As soon as you place your order, you will receive an order confirmation via email.  This means that we have received your order in our system and authorized your credit card for the purchase. If your item is on backorder or unavailable, we will void the authorization and reach out to you via email. If your item(s) are available for immediate shipment (within 5 business days or less), we will process the charges and submit the order for shipment.

Order Shipment

If your order is received, the inventory is in stock and your credit card information matches the information, in most cases, we can ship within 5 business days or less. We will send you tracking information within 24 hours of your order being shipped to the email address you provided when checking out. If you do not receive tracking information from us within six business days of your order, please email us at service@tfwpco.com. If there will be any additional time required to process your order, we will notify you immediately to confirm the delivery period.

Did your shipment arrive damaged or defective?

Please report damaged or defective merchandise to us immediately by email (service@tfwpco.com) or phone (888-545-9775). Photos of the items and the packaging would be greatly appreciated; this will speed up our resolution process. We strongly recommend at the time of delivery, if you notice any packages that look dented, crushed or just not right, open them immediately and inspect the contents. If the contents appear to be damaged, contact us as soon as possible for instructions.

Easy Returns...How They Should Be

We stand behind every product we sell and we want you to be happy with your purchase. If you would like to return your purchase for any reason within 30 days, you will be refunded the purchase price of the product. Because we offer free shipping, please be aware that if you return any product(s), our actual outbound shipping charges will be deducted from your return refund. We will accept return requests for all product(s) that haven’t been used or worn, and all product(s) must be returned in their original condition. All returns must include the original packaging, documentation and all accessories. Otherwise additional charges may be applied or may make your product(s) non-returnable. If a product is custom made or made-to-order, these products are non-returnable and non-cancelable once the order has been placed.

Products Not Eligible For Return

- Custom orders (i.e. products that are custom made or made-to-order).

- Special purchases including: clearance products, inventory sale products, custom quotes, special discounts, etc.

- Any product that includes a specified material, stone or pearl selection.

- Any product that has been used, worn and/or modified in any way.

- Any product that is not in resalable condition.

- Any product not accompanied by a Return Number issued by www.thefreshwaterpearlcompany.com.

Credits will be issued after the warehouse receives, inspects and processes your return, which can take up to 7 business days. Return shipping charges and restocking fees are not refundable. Shipping charges and factory restocking fees will be deducted from the total refund amount. You will receive a confirmation email when your return has been processed. Refunds will be credited to the original payment method and can take up to 72 hours to reflect on your statement.