FAQs and Policies
Frequently Asked Questions
1. What is your return policy?
We stand behind our products 100%.
However, if you receive a defective product you must notify us within three (3) days of receiving it to be eligible for a return. If you do not follow this policy, we will only accept defective items at our discretion.
For your consideration:
- Specific size measurements are listed in the item's description and we do offer custom sizing on most items.
- If you need a custom size, special ear wires, or allergy-sensitive chain, please email with the name of the piece and your specifications BEFORE you complete your purchase.
- We do our best to represent the true look of these items, but not all computer monitors show color the exact same way. Please read all descriptions and measurements carefully before purchasing an item. Feel free to email us with any questions you might have regarding any item.
IF YOU RECEIVE A DAMAGED ITEM:Please provide the order number, which can be found on your order confirmation, or the name of the person we shipped the item(s) to. Please DO NOT ship anything back to us until we approve your return, as we will provide a return shipping label for you to use.
Once the damaged item is received back to us, we will ship out a replacement.
If the item cannot be replaced or you do not want a replacement, a full refund will be issued.
IF YOUR NEED YOUR JEWELRY REPAIRED:For repairs please email email@example.com with the following information:
1. The item in need of repair and the repair to be addressed;
2. The original sales invoice;
3. Your contact information.
If we determine that we can accept your repair we will email you, the client, a return authorization number and shipping information. A repair estimate will be provided either prior to or upon receipt of your item, depending on the nature of the repair. We are not responsible for your item until it is in our possession. Repairs typically take 4-6 weeks.
*** Please do NOT ship returns to our mailing address, as we will provide a return shipping label for you to use.***
2. When will I receive my item(s)?
Once your order is finalized in our system, your item(s) will ship within 2-7 business days. If for some reason we will not be able to ship your item(s) within 2-7 business days (as in the case of custom orders), you will be contacted via the e-mail address provided on your order with an estimated ship date.
We ship both domestically and internationally Monday through Friday, with the exception of all major US holidays. We do not process or ship orders on Saturdays or Sundays.
Domestic US Priority Mail orders normally take 2-3 business days to arrive once they are shipped. International orders normally take 10-14 business days, but this is NOT guaranteed because shipments can be occasionally delayed getting through Customs, which is out of our control.
All orders will receive a shipping confirmation via the e-mail address provided. If your package has a tracking number (US orders only) the tracking number will also be e-mailed.
PLEASE NOTE: During the peak holiday season rush, the Post Office does not guarantee 2-3 day delivery on US orders, and International orders may take up to 3 weeks. We ask that you please plan ahead and try to shop early, or take advantage of our US EXPRESS OVERNIGHT or EXPRESS INTERNATIONAL shipping options. To request EXPRESS shipping on an order, please contact us before completing checkout.
3. What method of shipping do you use and how do you calculate the cost?
We ship anywhere in the US via USPS Priority Mail. International orders are shipped USPS First Class. The cost is based on current USPS rates.
We DO NOT charge our customers a "handling fee" or any additional fees for packaging.
4. What if I need my item(s) right away?
If you live in the U.S. and need your item(s) shipped EXPRESS, please send an e-mail BEFORE placing an order and we will get back to you within 24 hours with pricing and estimated delivery time.
EXPRESS shipping for International Orders is also available. Please send an e-mail to request pricing and estimated delivery time info BEFORE placing an order, and we will get back to you within 24 hours.
PLEASE NOTE: During the peak holiday season rush, the Post Office does not guarantee OVERNIGHT delivery on EXPRESS US orders, and International EXPRESS orders may take up to 7 business days. We ask that you please plan ahead and try to shop early. Please send any shipping inquiries to me BEFORE making a purchase to avoid any unnecessary delays.
5. What forms of payment do you accept?
We accept Visa, Mastercard, American Express, Discover and PayPal.
6. Is my credit card information secure?
Yes. Your payment is processed through secure servers, which utilize the highest levels of industry-standard security, data encryption and anti-fraud technology. At no point in the payment process do we ever possess or store your credit card information.
Uses of Information
• If the customer chooses to subscribe to the mailing list, the email address they provide is used solely for that purpose. The customer may unsubscribe from our mailing list at any time by following the instructions included in each such email.
• We don't sell, rent, lease, exchange or transfer its customer information to third parties.
8. What does it mean when something is "TEMPORARILY OUT OF STOCK"?
When an item is listed as "TEMPORARILY OUT OF STOCK" it means that it is currently out of stock, but that we may be making it again in the near future. If you would like to be notified when an item is back in stock, please send an e-mail. Be sure to include the name of the piece (found at the top of the description).
9. What if I need a custom size?
We will be HAPPY to fulfill specific size needs where available. BEFORE placing an order, send an e-mail with the item name and your size requirements.
* Custom size orders may delay shipping time up to 2 weeks. You will be notified if that is the case.*
10. What if I want a different chain or color that is not shown?
In most cases, the chain or color(s) that are available are already listed in the item description. However, since each piece is handmade, we will try to fulfill your requests. BEFORE placing an order, send us an e-mail, explaining what you would like modified.
* Custom color orders may delay shipping time up to 2 weeks. You will be notified if this is the case.*
11. Can I substitute surgical steel earring backs if I am allergic to regular metal?
Absolutely! We will be happy to fulfill any request to use surgical steel in place of silver at NO ADDITIONAL COST if you send us an e-mail.
* Surgical steel replacements will not delay shipping time.*
12. Do your products contain nickel or lead?
We do our best to purchase jewelry components that do not contain lead. However, some of our vintage jewelry components have an unknown origin. Our brass stampings, for example, may date back several decades. Due to this, we cannot accurately or legally state that our products are 100% lead free.
However, we do our very best to purchase jewelry components and materials that do NOT contain nickel, but we still STRONGLY SUGGEST if you have any specific allergies to nickel, please e-mail us before purchasing an item so we might substitute chain or other components that might touch your skin (if necessary) to ensure that it is nickel free.
13. Are your products safe for children?
Our products are ABSOLUTELY NOT safe for children or ANY persons under the age of 12. Some pieces contain very small parts, such as Swarovski crystals or gears, which may be a choking hazard. Please keep this in mind when purchasing.
14. Do you offer discounts for purchasing multiple items?
We do not offer discounts to the public for purchasing multiple items, but we do combine shipping to save you money. Combined shipping for multiple items is calculated upon checkout.
15. Do you offer wholesale?
No, not at this time.
16. Who provides your photography?
Our chief designer and co-founder currently takes all product photos and model shots for the store section of the website. We take no credit for the photos in the "As Seen On" gallery...those works are the properties of their respective photographers. We do loan out jewelry for specific projects and shoots with other photographers on a case by case basis. If you are interested in using my jewelry for your model shoot, please contact me and specify "photography" in the subject line.
If you are a customer and would like to send us photos of yourself wearing your jewelry for our online gallery, you can receive an exclusive 15% off coupon toward your next purchase!
17. How can I leave feedback for your shop?
We love to hear from our customers! If you have a positive (or negative) experience that you would like us to know about, or you would like to submit a customer photo for our online customer gallery, please email us.
Year of the Fire Snake is the commodity items of Moira Ross.
firesnake.co and all the content and services are provided by Moira Ross under the following terms and conditions. By visiting or shopping at this website you agree to accept these terms and conditions. It is your responsibility to read and understand them. If you do not agree to these terms and conditions, please do not use the firesnake.co site.
Everything on this site, including images, drawings, sound, graphics and text, is protected by worldwide copyright and other proprietary laws and treaty provisions. firesnake.co grants you a limited license to access and make personal use of this site, and not to download, except where specifically invited, nor to duplicate, sell or modify, any portion of this site without express written authorization from firesnake.co. You agree not to access this site by means other than that provided by firesnake.co.
You are responsible for maintaining the confidentiality of your account and password and for restricting access to your computer, and you agree to accept responsibility for all activities that occur under your account or password. firesnake.co may sell products for children, but we sell them only to adults. If you are under 18, you may use firesnake.co only with involvement of a parent or guardian. We reserve the right to refuse service, terminate accounts, remove or edit content, or cancel orders at our sole discretion.
In placing an order, you warrant that you are over 18 years of age, and that you are providing firesnake.co with accurate, true, and complete information, and that you have the authority to place the order.
Changes to Terms and Conditions and To Site
Disclaimer of Warranties
YOU EXPRESSLY UNDERSTAND AND AGREE THAT YOUR USE OF THIS SITE IS AT YOUR SOLE RISK AND THAT THIS SITE IS PROVIDED ON AN "AS IS" AND "AS AVAILABLE" BASIS. firesnake.co MAKES NO REPRESENTATIONS OR WARRANTIES OF ANY KIND, EXPRESS OR IMPLIED, AS TO THE OPERATION OF THIS SITE OR THE INFORMATION, CONTENT, MATERIALS OR PRODUCTS INCLUDED ON THIS SITE.
TO THE FULLEST EXTENT PERMISSIBLE BY LAW, firesnake.co DISCLAIMS ALL WARRANTIES WITH RESPECT TO THE INFORMATION AND SERVICES PROVIDED ON THESE SITES AND THE MERCHANDISE OFFERED AND SOLD AT THIS SITE, INCLUDING BUT NOT LIMITED TO WARRANTIES OF MERCHANTABILITY AND FITNESS FOR A PARTICULAR PURPOSE. WE DO NOT WARRANT THE ACCURACY OR COMPLETENESS OF THE CONTENT OR THE RELIABILITY OF ANY ADVICE, OPINION, STATEMENT, PRICE, AVAILABILITY, OR OTHER INFORMATION DISPLAYED OR DISTRIBUTED THROUGHOUT THIS SITE.
firesnake.co WARRANTS THAT THIS SITE, THEIR SERVERS OR EMAILS SENT FROM THIS SITE ARE FREE OF VIRUSES OR OTHER HARMFUL COMPONENTS. firesnake.co WILL NOT BE LIABLE FOR ANY DAMAGES OF ANY KIND ARISING FROM THE USE OF THIS SITE, INCLUDING BUT NOT LIMITED TO DIRECT, INDIRECT, INCIDENTAL, PUNITIVE AND CONSEQUENTIAL DAMAGES.
CERTAIN STATE LAWS DO NOT ALLOW LIMITATIONS ON IMPLIED WARRANTIES OR THE EXCLUSION OR LIMITATION OF CERTAIN DAMAGES. IF THESE LAWS APPLY TO YOU, SOME OR ALL OF THE ABOVE DISCLAIMERS, EXCLUSIONS OR LIMITATIONS MAY NOT APPLY TO YOU, AND YOU MIGHT HAVE ADDITIONAL RIGHTS.
You agree to indemnify and hold harmless firesnake.co and all our officers, directors, employees and suppliers, from any claim, demand, action or damage, including reasonable attorneys’ fees, made or incurred by any third party arising out of or related to your use of this site.
Choice of Law
We reserve the right to terminate your account and restrict your use of this site if we have reason to believe you have violated any of these terms and conditions, including providing us with false information.
Information Collection and Use
We are the sole owners of the information collected on firesnake.co. The information is used entirely and only by us, except in cases where we use third party agents to perform certain functions for us, such as credit card processing, delivering packages, fulfilling orders or analyzing data. In those cases, we provide only the information necessary for the performance of those specific functions. We will not sell, share or rent this information to any other entity for any reason. We use the information you give us to personalize the service to individual needs, to service customer requests, to respond to customer queries and other communications, and to improve our service generally.
Other than as set out above, you will receive notice when information about you might be used for any other purpose or go to any other third parties, and you will have an opportunity to choose not to share the information.
Anyone using the web can enter firesnake.co, but in order to make purchases from these websites, a user must first log in. During log in, a user is required to give contact information (such as name and email address). Logging in involves creating a username and password, which when entered later, allows access to a personal account, with purchase history and other information. You are responsible for maintaining the confidentiality of your account and password and for restricting access to your computer, and you agree to accept responsibility for all activities that occur under your account or password.
We request additional information from the user on our order forms. Here a user must provide contact information (like name, billing and shipping addresses) and financial information (like credit card number, expiration date). This information is used for billing purposes and to fill customer orders. If we have trouble processing an order, this contact information is used to get in touch with the user. You are given the choice of not having us store this information.
We may use a third-party credit card processing company to bill users for goods and services. These companies are not authorized to retain, share, store or use personally identifiable information for any secondary purposes.
We send all new members a welcoming email to verify password and username. Established members will occasionally receive information on new products or activities at the store or gallery, or other information we think may be of interest.
Site and Service Updates
We also send the user site and service announcement updates. Members are not able to un-subscribe from service announcements, which contain important information about the service. We communicate with the user to provide requested services and in regards to issues relating to the account via email or phone.
Gather and Use Information
(ii) Server Statistics. We collect general statistics to track user trends on our Site. These statistics include hits to our server, the types of browsers used to access our Site, page views, and navigational patterns. The information that is collected in this manner does NOT provide us with any personally identifiable information about our users. It helps us track “where” our users are coming from. This allows us to pinpoint high traffic areas and determine the most effective ways to communicate with our users. As part of that ongoing analysis, FIRESNAKE also uses devices called “web beacons” to help us identify when emails sent to you have been received and read. In order to prevent the introduction of viruses and hackers into the House on Genesee site we may collect information, such as IP addresses, into a log file to be used to identify potential hackers of the FIRESNAKE site.
Security Procedures Used To Protect Personal Information
This web site takes precautions to protect our users information. When users submit sensitive information via the web site, their information is protected both online and off-line.
When our log in/order form asks users to enter sensitive information (such as a credit card number), that information is encrypted and is protected with encryption software. While on a secure page, such as our order form, the lock icon next to the web page address at the very top of your browser becomes locked (as opposed to un-locked, or open, when you are just surfing).
While we use encryption to protect sensitive information online, we also take measures to protect user information offline. We do not store credit card numbers from online transactions and, at log in, users are offered the option of not having their billing or shipping address details stored in our customer database. If such an option is exercised, those details will remain only on the customer order form, which is necessary to track customer orders. Access to the customer database is limited to those employees with a need to perform specific functions (such as shipping, order transaction, customer service, and billing) and each access is password protected.
All email communication regarding sales orders will refer to credit card numbers only by their final four digits.
If you have any questions about the security at our Web site, you can send an email to firstname.lastname@example.org.
External Links on our Site
Please be aware that firesnake.co is not responsible for the privacy practices of such other sites. We encourage our users to be aware when they leave our site and to read the privacy statements of each and every Web site that collects personally identifiable information. This Privacy Statement applies solely to information collected by this website.
Collection of Information from Children
FIRESNAKE does not direct any of our content specifically to children. Users of our Site are required to be at least 18 years old, and any user under 18 is not an authorized user. If we learn that a user is under thirteen (13) years of age, we will promptly delete any personal information we have collected about that user.
Correction/Updating Personal Information
If a user’s personally identifiable information changes (such as your zip code), or if a user no longer desires our service, we will endeavor to provide a way to correct, update or remove that user’s personal data. This can be done online by making corrections to the relevant data in the Customer Account or by emailing Customer Service, or by notifying us by mail.
Notification of Changes
firesnake.co will withhold sales taxes for purchases shipped to any location in California. Users are responsible for all sales taxes and other taxes on merchandise shipped to other states. The rate of sales tax imposed in California will be that of Los Angeles, 9.00%.
Due to screen defaults and photography techniques certain pieces may appear slightly larger or smaller than in actuality, stones may appear lighter or darker than in actuality and the color gold color may vary from that in actuality.
FIRESNAKE jewelry is made from very resistant materials but the unique stones and natural pieces used are very fragile and delicate, so they have to be handled with care.
Most FIRESNAKE pieces can be simply cleaned with a damp cloth. Metals such as gold, silver, alloys, copper, and brass should be cleaned using specialized products particular to the corresponding metal plating or finishing. FIRESNAKE is not responsible for natural discoloration in materials or damage due to improper care. The materials we use have particular irregularities, differences and discolorations. These characteristics should be embraced as natural and part of the product. Year of the Fire Snake jewelry is produced with a conscious and respectful outlook toward the environment and the people that produce them.
*Note: FIRESNAKE is not responsible for material natural discoloration or damage due to improper care.*
Size & Fit
To ensure a proper fit, we offer ring sizing instructions for your use, ensuring proper ring size and fitting.
Email email@example.com to request any help you might need in determining your measurements.
Most in-stock orders ship on the Thursday following date of purchase, pending availability.
An order placed on a holiday or on weekends will begin processing the next business day. Orders ship from Los Angeles, CA. If items in your order are out of stock, we will notify you via e-mail. If an item is on backorder, you will be notified of status and shipping date in the item description. Most backorders ship within 2-6 weeks.
When your order ships, you will receive an email update. When you receive your order, please inspect it carefully for damage. Try on your merchandise indoors to ensure it fits properly, taking care not to tear or scuff the product.
If you receive a defective product you must notify us within three (3) days of receiving the product to be eligible for a return. If you do not follow this policy, we will only accept defective items at our discretion.
* Note: Applicable sales tax will be charged for all orders shipping within CA.*
SHIPPING US ORDERS
• Orders shipped UPS and pricing is dependent on weight and size.
• We are not able to ship to P.O. Boxes.
• Deliveries are drop off and do include a signature unless specified.
• Please make sure to provide an appropriate address for package deliveries.
• We will email a tracking number once the order has shipped.
• For faster shipping options, please contact us at firstname.lastname@example.org
* Note: Delivery times do not include Saturdays, Sundays or Holidays.*
• Orders are billed in US dollars.
• Orders are shipped USPS express international, and a tracking number is issued.
• Orders can be shipped UPS international, and a tracking number is issued.
• Shipments are delivered 4-14 bus. days after packages are processed at UPS office.
• Duties and taxes are not included in MHT shipping charge.
Unless otherwise specified, firesnake.co will use its best efforts to ship all merchandise within two business days of purchase. Delivery estimates are good faith estimates only. firesnake.co will not be liable for any loss, damage, cost or expense related to any delay in shipment or delivery. We cannot ship to post office boxes. The risk of loss and title for all merchandise purchased passes to you upon our delivery of the merchandise to the carrier.
In a small effort to save the world, we reuse boxes and send your objects in perfectly, imperfect packaging. Recycling is beautiful. Shipping is offered through USPS International shipments may be charged various importation taxes and fees depending on the destination country. All duties and fees are the responsibility of the receiver. We ask that you please research this prior to placing your order.
Once a Special Order is placed on a customer’s behalf, special orders are not cancelable and are not returnable, for credit or for refund. Items which are special orders are clearly noted as such, and customers are required to sign a waiver specifying their understanding and agreement with these terms.
For repairs please email email@example.com with the following information:
The item in need of repair and the repair to be addressed; The original sales invoice; Your contact information.
If we determine that we can accept your repair we will email you, the client, an return authorization number and shipping information. A repair estimate will be provided either prior to or upon receipt of your item, depending on the nature of the repair. We are not responsible for your item until it is in our possession. Repairs typically take 4-6 weeks.
We accept most major credit cards. We can take your order in a variety of ways, and yes you will have the same choices of gift-wrap and message. You can telephone us, with your credit card details, at +1 (323) 687-2265, or you can email us at firstname.lastname@example.org.
Change or Cancel Order
Once you place your order, your credit card will be charged. You will only be charged for the items that you ordered, along with appropriate shipping and tax, where applicable. Orders are subject to verification and acceptance before shipping. We are not responsible for errors made during order, address or credit card entry.
Please call us at +1 (323) 687-2265 as soon as possible to discrepancies with your order. Once an order has begun the manufacturing process we are no longer able to modify your order.
For all inquires, please email email@example.com.
We are committed to protecting your privacy. The information collected from our Site helps us better understand our market and consumer interests. This allows us to serve our customers and business associates with the level of satisfaction they deserve.