Service & Support

Pieces marked in stock usually ship within 2 to 5 business days. Made to order and custom work takes 10 to 15 business days at the bench. You get an email with the tracking number the moment it ships, and the tracker above shows the step your order is on.

Within 14 days of delivery, unworn and with the packaging. A return carries a 5% restocking fee, deducted from the refund; ask us about taking store credit instead, which is at the store's discretion. Always use a label we issue; it is insured and costs $50 in the US or $100 international. Custom work, resized rings, plating, watches and items marked Final Sale are final. The returns policy has the detail.

Open a ticket with the order number and the size you need. Most rings can be sized at our bench; a few designs cannot, and we tell you before anything is done. A resized ring is final afterwards, so we size it right the first time.

A warranty plan chosen at checkout covers manufacturing defects: silver for 30 days, gold for 180 days, diamond for 365 days from delivery. It does not cover wear, accidents or third-party repairs. Either way, we repair what we make for life at the minimum cost possible. Open a ticket with the order number and add photos.

Carriers sometimes go quiet for a day or two. If the tracking has not moved for three days, open a ticket with the order number; every package is insured by us and we file the claim with the carrier for you.

Before it ships, usually yes. Open a ticket with the order number and what to change, or email verify@traxnyc.com with "Cancel my order" and the number in the subject. Once a custom piece is at the bench, the deposit covers the work already done.

Every gold, platinum and diamond purchase includes an official appraisal with the weights, the grades and the value, for your insurance. It ships with the piece or follows by email; if yours did not arrive, open a ticket and we send it. Silver jewelry does not come with an appraisal.

It is not us. TraxNYC never asks for money, a fee or a deposit to claim anything, and never runs giveaways on YouTube or Telegram. Real giveaways are announced only on our verified Instagram and TikTok, @traxnyc. Tell us the account name above and we log it.

Yes, to the countries listed at checkout, insured. Customs duties and taxes abroad are charged by your country and are not included. The shipping policy has the detail.

A person from our service team on 47th Street, Monday to Friday from 10 AM New York time. Each ticket has one owner on our side, a number you can check here, and a promise of when you hear back. Repairs and sizing go to the bench the same day.