04/20/20 Coronavirus (COVID-19) Update: Open with Limited Operations

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04/20/20 Coronavirus (COVID-19) Update: Open with Limited Operations

THIS UPDATE BELOW IS FOR 04-20-20 AND REPLACES THE UPDATE POSTED 03/30/2020 (which has some more details about our internal response and the governmental limitations within many U.S. states, if you’re interested to read them)

TLDR; We have expanded our capacity since our last COVID/Coronavirus work interruption update posted 03/30/20, but we are still not working at full capacity. Orders can still be placed on our website, and some will ship within expected timeframe but due to circumstances beyond our control some products will be delayed in manufacturing (especially custom “design your own jewelry” orders).

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 we are complying with state social distancing requirements that have created some limitations detailed below.

A quick summary of how things currently stand:

    1. 1-3 LOOSE STONES: NO DELAY. Retail (non-wholesale, non-bulk) orders for in-stock loose stones will continue to ship from our inventory within our standard 48 hours. Larger orders may or may not be delayed, please contact for details since our online inventory system is a bit behind and may state we have something we don’t in-stock.

    2. IN-STOCK, CLEARANCE, RING SIZING: NO DELAY. Orders for in-stock items that need a small modification (e.g. clearance rings that need finger ring sizing) will continue to ship within estimated manufacturing times listed on the website per item (please allow 5 days for ring sizing). 

    3. PRE-COVID JEWELRY ORDERS “ON HOLD”. We believe we have contacted each customer one-to-one with a pending order and shared information about expected fulfillment delays. A number of these orders will ship this week and next week. If you’re reading this and we missed you with an update via phone or email, please accept our apologies and get in touch so we can share the status of your order.

    4. REMOTE SERVICE WORKERS. Workers who are able to complete their job function remotely have been allowed to do so since March 26th, and properly equipped to provide the best service possible in the circumstances. This includes customer service, which stands ready to assist you.

    5. NOW MANUFACTURING CATALOG JEWELRY. Now that our manufacturing team members can come back to work as of April 20th, 2020, made-to-order finished jewelry orders purchased from our website (e.g. rings, engagement rings, wedding sets, and earrings in our online catalog) can begin to be made again. We are now fully capable of manufacturing, casting, metal fabrication, stone-setting, and engraving-- albeit a bit more slowly because social distancing requirements even inside an employer’s facility have resulted in our company having a smaller staff than normal to work on jewelry orders.

    6. NEW CATALOG JEWELRY ORDERS 03/26-04/19. If you ordered one or more finished jewelry items off our website between March 26th, 2020 and April 19th, 2020, we hope you saw the March 30th warning at the top of our website stating that such orders could be made but would certainly be delayed an unknown time period. Now that we are (mostly) back to work, please imagine that April 20th, 2020, was your “order date”. With that adjustment, we believe that the estimated Manufacturing Time for number of days listed on the product webpage for your purchased item(s) should then be pretty accurate.

    7. NEW CATALOG JEWELRY ORDERS AFTER 04/20. Our website is open to make orders of manufactured-to-order jewelry items. We simply ask that you please expect a minimum of 5 business days extra on top of the estimated “Manufacturing Time” listed on the product webpage for your purchased item(s). This should help account for back-log orders in the queue. We may end up being able to manufacture and ship your item(s) within the normal turnaround time...but that isn’t certain and we don’t want to over-promise.

    8. CUSTOM “DESIGN YOUR OWN JEWELRY” UPDATE. Social distancing limitations are especially difficult as it applies to custom “design your own jewelry” items-- which require collaboration among multiple team members to be manufactured to our standards. Our custom “design your own” jewelry manufacturing team will probably not be able to begin making these orders until at the very earliest our scheduled full-staffed, full-capacity date of Monday, May 4th, 2020. Then the standard 22-28 days for manufacturing. If you’ve not yet made a full “design your own” jewelry purchase, the department is open and ready to help pre-purchase customers get pricing, talk about design specifications and make a deposit. 

    9. JEWELRY REPAIR. Unfortunately, many of our manufacturing team members have been ordered to stay at home to comply within the workplace with social distancing requirements. So repair services are currently on hold. We hope to begin offering repair services again at the very earliest our scheduled full-staffed, full-capacity date of Monday, May 4th, 2020.
Before and after our suspension of full operations, our teams of jewelers have tried to take every known precaution 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.

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.

While it is hoped that current limitations begun 3/26/20 will be temporary, we expect to be operating in a limited capacity until at least 9am EST May 4, 2020-- though the date of operating again at full capacity is not within our complete power to choose. 

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 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, May 4th, 2020. This is a fluid situation and we will this webpage updated of any changes in our status (we have operations in both Louisiana and Kentucky, states whose governors have at times issued “stay at home” orders during the current crisis). We continue to process and ship small loose stones orders. We have been receiving finished jewelry orders from customers and are looking forward to beginning manufacture of these orders as soon as we can starting with our limited return April 20th, 2020.


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. Small/retail orders of In-stock loose stones will ship from our inventory within our traditional 48 hours of order without delay. There should be no delays in most wholesale stones orders either, as of April 20th, 2020. Our jewelry manufacturing team will begin making new finished jewelry orders purchased from our online catalog starting April 20th, 2020. However, “custom design your own” jewelry orders may not begin manufacturing until at the very earliest our scheduled full-staffed, full-capacity date of Monday, May 4th, 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 custom “design your own” jewelry manufacturing team will probably not be able to begin making these orders until at the very earliest our scheduled full-staffed, full-capacity date of Monday, May 4th, 2020.

Q: Will I still be able to get my warranty / non-warranty jewelry repaired?
A:
Unfortunately, many of 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, May 4th, 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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