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Customer Service

FAQ

Shopping


How do I know USAA diamonds are conflict-free?
USAA supports the Kimberley Process and the System of Warranties, both of which are used to eliminate conflict diamonds. We require all suppliers of diamonds and diamond jewelry to sign an agreement stating that they only sell goods that are conflict-free based on personal knowledge or written guarantees. Visit diamondfacts.org for more information.

Can I check the status of my order online?
Yes. You can check the status of your order and your extended pay details on the My Account page of our shopping site.

Do your representatives work on commission?
No. Our highly trained Diamond Specialists do not work on commission. Their primary goal is to educate you and help with selecting the diamond or gift item that is perfect for you.

Whom should I contact with questions about my orders?
If you have any questions about your online order, please call 1-888-825-2536, Monday to Friday, 8:30 a.m. - 5 p.m. CT. You can also email us.

Will I see one charge per order in my credit/debit card account?
Your card will be charged for items when they ship. So if items on the same order become available and are shipped at different times, you will see a separate charge for each shipment. If you choose our extended payment plan, your first payment will be charged to your card upon shipment of the first item and remaining payments will be charged at 31-day intervals.

Can I shop ahead of time, and then return to check out later?
Yes. However, the price and availability of items left in your shopping bag are subject to change.

Can my friends who are not members buy products from USAA Merchandise Services?
USAA Merchandise Services has arranged special pricing and exclusive services available only to USAA members as an added benefit to your membership. A nonmember may apply online to join USAA or may call 1-800-531-USAA (8722) for more information.

What are gift certificates, discounts and premiums?
During certain times of the year, USAA Merchandise Services may issue various promotions to provide incentive for purchasing merchandise items. These promotions may come in the form of a gift certificate in certain dollar amounts, discounts off your purchases or a free gift with purchase. These offers typically require providing or entering a special media code at time of order.

Can I purchase a gift certificate?
At this time, we do not offer gift certificates for purchase.

How do I redeem a gift certificate?
Certificates may be redeemed by calling 1-888-825-2536, Monday to Friday, 8:30 a.m. – 5 p.m. CT. You must provide the gift certificate number. Gift certificates can only be applied to new orders.

Do I have to redeem the entire amount of my gift certificate at once?
Yes. You must redeem the entire amount. Any unused amount will be forfeited. We do not offer cash refunds for gift certificates.

What can I order with my gift certificate?
You can use your gift certificate for products offered by USAA Merchandise Services only.

What happens if I return an item for which I used a gift certificate? Can I get a new gift certificate issued? Can I get cash back?
You will receive a new gift certificate for refund amounts of $5.00 or more. It is important that you retain your gift certificate until you receive your purchased merchandise and you are completely satisfied. We do not offer cash refunds.

Will sales tax be calculated before the gift certificate is applied?
Yes. Applicable sales tax will be calculated before the gift certificate is applied.

Can I redeem more than one gift certificate on an order?
If you have multiple gift certificates, they can be redeemed by placing your order with our Diamond Specialists by calling toll-free 1-888-825-2536, Monday to Friday, 8:30 a.m. – 5 p.m. CT.

Will Extended Payment Plan options be calculated after a gift certificate or discount is applied?
Yes. Extended Payment Plan options will be calculated after the gift certificate or discount is applied to the total amount of your order. So, if your order before sales tax and shipping and handling comes to $150 and you apply a $10 gift certificate or a $10 discount, your new grand total is $140. Thus, you are not eligible to receive extended payment options since your minimum order needs to be $150 or more.

If I am using a special discount, how will sales tax be applied?
Applicable sales tax will be based on the total discounted price.

If I use a promotion for free shipping and handling, will there be any other delivery charges?
Free shipping and handling offers are applicable for standard shipping charges and do not apply to any expedited shipping fees.

I already have a diamond, can I order an empty setting?
Empty settings cannot be ordered online. You will need to provide the setting item number you are interested in along with the shape and the dimensions of the diamond. Contact Us to place an order.

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