How is shipping calculated?
All shipping rates are calculated by package weight and shipping zone. All shipping zones are determined by your zip/postal codes. Shipping rates may vary according to the shipping method selected.
 
Can I ship to Alaska and Hawaii?
All orders shipping to Alaska and Hawaii must be shipped using 2nd Day or Next Day airmail. Ground service and 3rd Day are not available for Alaska and Hawaii.
 
Can I track the progress of my package?
All tracking numbers will be sent via e-mail after your package has been shipped. You may track the progress of your Brilliant Exchange™ package online using the tracking number on the corresponding carrier's website. Should you have any questions regarding the whereabouts of your shipment after it is processed and shipped from Brilliant Exchange please contact the chosen carrier for your package.
 

UPS Customer Support:

(800) PICK UPS / (800) 742-5877

How can I verify that my mail or fax order has been processed?
If you would like confirmation concerning your mail or fax order please make sure to include your e-mail address on the bottom of your personalized order form.
 
International Orders
Brilliant Exchange™ will gladly ship to any country. Additional shipping charges may apply to orders sent to international destinations. All shipping charges incurred are the responsibility of the customer. For international rates please contact support by email or call Customer Support at (888) 307-7104 or (801) 374-2188.

Please note that UPS international shipments will incur a brokerage fee to deliver the package on top of any custom, duties and shipping charged. To receive a quote on brokerage fees for your country please phone UPS at 800-PICK-UPS.
 
Customs
We are required by law to note the contents of all international packages and to state the full value of the shipment, even if the package contains a gift. Customs charges will be levied when the package reaches your country. Brilliant Exchange™ is not responsible for these charges and cannot provide estimates as to what these charges may be. You may wish to contact your local customs office for further information.
 
To find the Customs Dept. website for your country, use this link:
http://www.wcoomd.org/otherlinks/?lid=1#5
 
Security & Privacy
How we make shopping safe over the Internet
Ensuring secure online ordering is an important part of our pledge to honor your privacy. Brilliant Exchange™ utilizes SSL (secure socket layers) to protect your credit card information. SSL encrypts all ordering information, such as your name and credit card number, so that it cannot be read in transit. When you place an order with Brilliant Exchange your credit card information is captured and stored separately from your order, so that it cannot be read by anyone other than a trusted Brilliant Exchange™ customer support team member.
 
Make the choice that works for you!
There is not a right or a wrong way to place an order with Brilliant Exchange™. We gladly accept orders via phone, fax or mail.
 

Toll Free Ordering To place an order by phone, call toll-free 1-888-307-7104, M-F 8 a.m. to 5 p.m. MST. International callers, call 801-374-2188   Order by Fax To place an order by fax 24 hours a day, 7 days a week simply complete your order online and when selecting a "method of payment" click the "Personal Check by Mail or Credit Card by Fax" button. This option will collect your shopping cart, shipping information and order total onto a customized order form that can be easily faxed to Brilliant Exchange™.   Order by Mail If you do not have a credit card we accept personal checks and money orders. The process is similar to submitting an order via fax. Simply complete your order online and when selecting a "method of payment" click the "Personal Check by Mail or Credit Card by Fax" button. This option will collect your shopping cart, shipping information and order total onto a customized form that can be easily printed off and mailed into Brilliant Exchange™ with the check or money order. Please note that the bank must clear personal checks before the order is shipped.

Privacy Policy
Privacy is a primary concern today, on and off the Internet. We are aware of these concerns and want you to feel comfortable shopping at our site.
 
Brilliant Exchange believes that your personal information -- including your purchases, email and residential addresses, and credit card data -- belongs to you. We collect this type of information when you provide it to us, but we do not rent or sell information concerning our customers to third parties. We may partner with other reputable organizations whose products or services we think you might find interesting, but we will never share your personal information with these organizations unless you give us permission to do so.
 
How We Use The Information Collected
During your visit to Brilliant Exchange we collect the following information to be stored in our system:

What about cookies?
Brilliant Exchange uses a technology called "cookies" to remember you and the information you are saving, such as your shipping address. When you visit Brilliant Exchange, we send you back a cookie, a small text file that includes a temporary inquiry number, your IP address, plus any items you've chosen. Your web browser has a special folder on your computer where it keeps cookies. Cookies cannot harm your computer in any way. Only the website that places a cookie on your computer can read it; no other website may access the cookie Brilliant Exchange places on your computer.

Satisfaction Guarantee
Your satisfaction is guaranteed with any purchase from Brilliant Exchange. All products returned in resalable condition within 30 days of purchase will be issued a full refund. No outdated, used or damaged products will be eligible for credit. Any product delivered to you via email is non-refundable. Please note that we can process returns and issue refunds only for items purchased through Brilliant Exchange.

Please report any damaged or missing products to Brilliant Exchange within 10 days of receipt. Damaged products will be replaced with an exact replacement only.

When returning items to our Customer Support Center, please indicate the reason for your return on the reverse side of the order invoice and include the invoice in the carton. If you no longer have your order invoice, please write your name, address, phone number, order number, the reason for your return and any instructions (such as a request for an exchange) on a piece of paper and include it in the carton.

Brilliant Exchange is not responsible for packages that are lost or damaged in transit. For your protection, you may wish to send your return via UPS, FedEx or insured parcel post.

Please send all returns to:

Brilliant Exchange, Inc.
c/o Returns Department 
742 North 1890 West #29 
Provo, UT 84601

Brilliant Exchange™ cannot pay for return shipping charges unless we were responsible for the mistake. All returns, including any credits applied for return shipping charges, will be credited to the MasterCard, Visa or American Express on which the order was placed. We will make every effort to process returned items within 7-10 business days. Although we issue the credit as quickly as possible, please note that it may take 1-2 billing cycles for the refund to appear on your billing statement, depending upon how quickly your bank processes the credit.
 
Contact Us
Call Center
For product inquiries, to place an order or check on an existing order please refer to the available communication lines below:
 

Monday - Friday 8:00am - 5:00pm (MST)
	Toll-free Order Line:	(888) 307-7104
	International / Local Line:	(801) 374-2188
	Fax Number for Ordering:	(801) 374-2177

Office Address
742 North 1890 West #29 
Provo, UT 84601

E-mail Support
Every effort will be made to personally address and answer your question in a timely manner. As a rule of thumb the following standards govern our e-mail support efforts:
 

Monday - Friday E-mail received by 12:00 noon (MST) will be answered by 6:00pm (MST) on the same day.   E-mail received after 12:00 noon (MST) will be answered before 10:00am the following business day.   Saturday & Sunday E-mail received after 12:00 noon (MST) on Friday will be answered by 10:00am (MST) the following Monday morning.   Holidays E-mail received during an official U.S. or Utah state holiday will be answered before 6:00pm (MST) the following business day.   New Year's Day Martin Luther King Day Memorial Day Independence Day July 24th - Pioneer Day: Utah state holiday Labor Day Thanksgiving Christmas Eve Christmas Day E-mail Contacts   Customer Support   Webmaster

Troubleshooting
Why was my order declined?
Most declined orders caused by:
 

Invalid credit card number: The credit card number or expiration date submitted included at least one incorrect digit. Thus resulting in a declined status. Please re-submit your credit card number again.   Bill-to address does not match address on file with credit card issuer: One security feature helping prevent credit card fraud is the requirement by merchant processors that the submitted bill-to address for the given order correctly matches the bill-to address the credit card issuer has on file. While this extra step takes added time the result is a more secure ordering environment.   Order total exceeds current credit limit: Oftentimes, in addition to the time it takes to mail in your credit card payment, the credit card company needs a couple days to process it and post your updated credit balance. Therefore, your submitted order could exceed your current balance. Please call your credit card issuer to determine your credit balance.   Credit card has expired: The expiration date on credit cards can easily come and go. The expiration date that you thought would never expire just did. Your replacement card is most likely on its way. To complete your order either submit a different card or utilize our "Check or Money Order" option in the "Select a Payment Method" section of the checkout process.   Internet connection "timed-out:" Just like our local freeways the Internet can be slowed down during "peak" traffic periods. The slowdown can also be magnified with a slow dial-up connection. These two factors could lead to a "timed-out" error and can be easily resolved by either placing the order another time or calling our toll-free order line at (888) 307-7104.