Customer Care

Processing Procedures

Orders placed before 1pm EST are processed same day. Orders placed after 1pm EST are processed the next business day.3-day shipping arrives 3-5 days after processing. 2-day shipping arrives 2 business days after processing.Next day shipping arrives next business days after processing.For standard 3 Day shipping, 2 Day and Next Day shipping, UPS will deliver your package between Monday – Friday.Shipments to Hawaii and Alaska may have increased delivery times.Shipments to Puerto Rico will arrive VIA USPS (Priority).  2-Day and Next Day shipping options are not availableUPS will not deliver packages on Saturday and Sunday.

Additional Information

Delivery to PO Boxes is not available (although can be used for the billing address)APO/FPO Military Addresses - To our military personnel, we appreciate your service! All shipments to APO/FPO addresses are sent via USPS Priority. Due to military handling time, delivery to some destinations may take up to 21 days.

Business Days and Holidays All orders ship Monday – Friday, excluding the following holidays below:New Year’s DayMemorial DayIndependence DayLabor DayThanksgiving DayChristmas Eve DayChristmas DayNew Year’s Day

All customers receive order confirmation with order details and shipping details including carrier, tracking # and anticipated delivery date. Both domestic and international orders may be tracked below by selecting the appropriate carrier and inputting the tracking number provided with your order confirmation.

Domestic Orders

UPS Tracking click here.

International Orders

USPS Tracking click here.

DHL Tracking click here.

US Domestic Orders

Orders of $500 and above complimentary shipping via UPS Standard 3-day.Order less than $500 incur a $22 flat rate for shipping and handling and are sent via UPS Standard 3-day.

For deliveries to private residences in Center City, Philadelphia, we can use a messenger service. The cost of delivery is $14. Please note that you will not receive a tracking number for your order. Messenger deliveries require a direct signature or available doorman to receive your items. 

International Shipping

International orders are fulfilled via USPS or DHL and calculated by the carrier at rhe time of checkout. 

Please note, any additional taxes, levies, etc are the responsibility of the buyer.

RETURN POLICY

Last updated October 19, 2020 

EXCHANGES

All sales are final. Exchanges are available only if there is a defect in the product within 10 days of initial receipt.  Please email hello@raepaz.com within 10 days of receiving your order to request your exchange.  Items returned after 10 days will not be processed and will be promptly returned to sender. To be eligible for an exchange, your item must be unused and in its original packaging. We reserve the right to refuse any exchange if we believe the items are intentionally damaged or misused. All special orders (including sized rings), personalized items and customized items are final sale and not eligible for exchange.

EXCHANGE PROCESS

To return an item, please email customer service at hello@raepaz.com to obtain a Return Merchandise Authorization (RMA) number. After receiving a RMA number, place the item securely in its original packaging and the return form provided, and mail your return to the following address:

Rae Paz
Attn: Returns

RMA #
PO Box 30172  
Philadelphia, PA 19103  
United States  

You may also use the prepaid shipping label enclosed with your package. Return shipping charges of $20 will be deducted from your store credit.

REPAIRS

If an item is damaged up to 60 days after receipt, we will cover the cost of repair, but are not responsible for the cost associated with shipping the item to or from the shopper. Tracking number must be provided by shopper. We reserve the right to refuse any repairs if we believe the items have been intentionally damaged or misused. If a repair is necessary after two months, we would be happy to facilitate the repair for an additional charge (cost varies greatly by repair and item) plus the cost of shipping. All repairs require prior customer approval and Rae Paz authorization. Please email hello@raepaz.com to arrange the repair. You are responsible to ship your item to us with Tracking Number included. We are responsible for the package upon receipt from sender and will acknowledge delivery. We are not responsible should it get lost, damaged, mishandled, and/or stolen before it arrives. 

QUESTIONS

If you have any questions concerning our return policy, please contact us at:

202-915-8254 

hello@raepaz.com 

Please complete the form below to initiate an return for store credit. We will respond within one business with approval or further questions. Please complete and submit this form to initiate the return and exchange process.

The Return Merchandise Authorization Form may be completed here.

We accept Visa, MasterCard, American Express credit cards.

Paypal may also be selected. Please note, you will be redirected to the PayPal site, in order to complete your purchase nad will then be redirected back Raepaz upon completion.

You may choose to sign up for a Rae Paz account, which includes payment information. This allows for a simpler and faster checkout process.

Your full card details will never be displayed,

We take data security and privacy very seriously. Data security comes down to two main factors.

Data at Rest
Data at rest accounts for the storage of your data after the order is placed and processed.

We use Shopify as our shopping cart provider due to their world-class security controls and data centers.

Data in Transit
Data in transit accounts for the period of time that payment details are input and sent to the provider for processing. We adhere to strict SSL data security and encryption standards. This can be verified by confirming the 's' in our url, which indicates a secure connection. You will also see a locked padlock to the immediate left of the url.