03/30/20 Coronavirus (COVID-19) Update: Open with Limited Operations

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03/30/20 Coronavirus (COVID-19) Update: Open with Limited Operations
This update has been replaced with a more recent update posted 04-20-20.

TLDR;

Orders can still be placed on our website, but due to circumstances beyond our control some products will be delayed in manufacturing. We request your patience with any delays, as many strict safety measures need to be followed to help keep us all healthy and avoid spreading the international coronavirus (COVID-19) during the current pandemic. 


To Our Customers

At CubicZirconia.com, a top priority must be protecting the health and wellness of our customers, employees, employee families and the employees and families of workers serving third-party companies in our supply chain. 

Because of the international coronavirus (COVID-19) pandemic, our business is open and operating, but with serious limitations detailed below

While it is hoped that current limitations will be temporary, we expect to be operating in a limited capacity until at least 9am EST April 13, 2020-- though the date of operating again at full capacity is not within our complete power to choose.

Our jewelry operations are primarily in two U.S. states, Kentucky and Louisiana. We are complying with the mandate from the KY Governor and the state of Louisiana’s ‘stay at home’ proclamation. 

Orders can still be placed on our website, but some products will be delayed in manufacturing. 

As we continue to adapt to the impact of the coronavirus (COVID-19), and take measures to protect these persons- we wanted to thank you for your patience and share the immediate steps we have taken and are taking to help decrease the spread of the virus in our communities.


STEPS UNDERTAKEN:

  • We have made arrangements with one staff member to process from home and ship small, retail (non-wholesale/bulk) loose stones orders from our inventory within our traditional 48 hours of order. There are not as yet expected to be any delays in such orders.

  • We are contacting each customer one-to-one with a pending order and sharing information about expected fulfillment delays.

  • Before the need to suspend manufacturing operations, our teams of jewelers made every effort to produce and ship pending precious metal jewelry orders-- taking precautions to ensure shipments would be safe: limiting package contact, ensuring stocked hand sanitizer stations throughout shop areas, staggering break times to limit large groups in break areas, increasing and enhancing daily cleanings of common areas, spacing cafeteria tables 6 feet apart.
  • Our manufacturing team members have now been ordered to stay at home.

  • Workers who are able to complete their job function remotely have been allowed to do so, and properly equipped to provide the best service possible in the circumstances.
In Conclusion:

We are going to do everything we can to continue serving our customers with a high level of quality and care. However, in these trying times it would be naive to claim we have control over everything in our business environment. With the international market experiencing such a large disruption, there’s a strong possibility jewelry orders will be delayed-- or even cancelled. 

We will update this webpage with new information. And we will continue to monitor the pandemic situation as it develops and attempt to the best of our ability to ensure that operations follow recommended guidelines from the CDC and WHO.  Please stay safe and healthy out there. Let’s all try our best not to stress out too much, and take heart knowing that there will be brighter days ahead. 

Be sure to take your own necessary precautions, and thank you for your patience with us during this time.

We look forward to serving you fully again in the near future,

Your friends the team at
CubicZirconia.com, The Clear Choice™

P.S. We have a handful of FAQ’s specific to this situation below.


Q: When do you expect to be back to full staff and manufacturing capacity? 

A: Our scheduled full-staffed, full-capacity date is Monday, April 13th, 2020. This is a fluid situation and we will this webpage updated of any changes in our status. We continue to process and ship small loose stones orders. We have been receiving finished jewelry orders from customers and are looking forward to returning to our full capabilities and manufacturing these orders as soon as we can.


Q: How can I communicate with CubicZirconia.com staff members working remotely?

A: We will have a limited staff of customer service associates working remotely available from 1 PM – 8 PM EST. Team members are providing service remotely and you can connect with us through our normal channels. Use our website chat, email support@cubiczirconia.com or call us U.S. toll-free 1-888-355-2484.


Q: Are CubicZirconia.com customers still able to order product?

A: Orders can still be placed online or by calling U.S. toll-free 1-888-355-2484 from 1 PM – 8 PM EST. We have made arrangements with one staff member to process from home and ship small, retail (non-wholesale/bulk) loose stones orders from our inventory within our traditional 48 hours of order. There should be no delays in such orders. Our jewelry manufacturing team will not begin making new finished jewelry orders until at the very earliest our scheduled full-staffed, full-capacity date of Monday, April 13th, 2020. 


Q: Will I still be able to submit a custom quote request and work with the custom jewelry department? 

A: Yes! Our custom jewelry pricing team is working remotely and ready to assist with your custom CZ ring or custom cubic zirconia earrings request. Prices will be provided and you can safely discuss design specifications via email with our concierge team, make a deposit and talk through the CAD (computer-assisted design) jewelry image rendering process with our team. Our jewelry manufacturing team will not begin making these orders until at the very earliest our scheduled full-staffed, full-capacity date of Monday, April 13th, 2020. 


Q: Will I still be able to get my warranty / non-warranty jewelry repaired?

A: Unfortunately, our manufacturing team members have been ordered to stay at home. We hope to begin offering repair services again at the very earliest our scheduled full-staffed, full-capacity date of Monday, April 13th, 2020.

Q: Am I still able to return items for exchange or refund?

A: Yes, but due to restrictions we are unable to accommodate any such requests right away. Please do not ship us a returned item for exchange or refund. The most effective way to ensure timely (and insured) processing of your return depends on your patience, please. Items covered by our 60 day guarantee will have that return clock “paused” 03/30/20. We hope to begin assisting customers who have a return for exchange/refund request again soon, and will update this webpage when we know more.

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  • Danny Welsh
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