FREQUENTLY ASKED QUESTIONS | Ross Metals

FREQUENTLY ASKED QUESTIONS

Hours of Operation and Closing Dates:

January - November:
Monday - Friday 8:45 AM to 5:30 PM

December:
Monday - Friday 8:45 AM to 6:00 PM

Closed on:
New Years Day
Memorial Day
4th of July
Labor Day
Thanksgiving Day
Christmas Day

Ross Metals will also be closed during the last week of December (usually the week between Christmas and New Years) and will reopen on the first weekday after New Years Day. (Dates may vary year to year - call us at 212-869-1407 to verify every year).

Why should I create an account?

Opening an account will allow you to make purchases through the Ross Metals website. Once registered, you will not be required to re-enter your personal information, which will ensure a faster check-out process. You will have the ability to track your orders easily online at any time. You can also review your past orders, initiate a return and get credits – all in one place! You will receive privileged access to exclusive content and special previews of the latest Ross Metals jewelry and collections. Save your favorite Ross Metals selections to your personal Wish List and share them with your family and friends. Sign up for our member e-newsletter, to keep you up to date on everything Ross Metals. 

How do I shop online?

Selected items that have been added to your Shopping Bag will remain there for the duration of your active session.

All jewelry that displays an “Add to Shopping Bag” button may be purchased online, subject to availability. Once you have made your selection, please click the “Add to Shopping Bag” button to place the product in your shopping bag.

When you are ready to finalize your order, please click the “Checkout” button: you will then be guided through the order process. You may remove products from your shopping bag by clicking "Delete”.

To complete your purchase you may need to create an account or log in to your existing account. You may also check-out as guest.

When you have completely reviewed your order, click on the "Confirm and place order" button on the Website to place your order. 

Do I have the ability to cancel my rossmetals.com order?

Orders may be canceled up to approximately one hour after they are placed through the Order Status page on rossmetals.com. If the option to cancel an order is not shown on Order Status page, the order has been transmitted to our fulfillment center and cannot be cancelled. Please call Ross Metals’ ‘Client Relation Center’ directly for assistance if you are experiencing any difficulty completing or canceling your order.

Note: Canceling an order or modifying an order may result in a pending hold on your bank-issued credit card or ROSS METALS account. These holds will typically be released in 2-5 business days and may impact the amount you have available to purchase.

What is a Wish List?

If you would like to save your selections to consult at a later date, or if you would like to consult them with your client or associates, we invite you to create a Wishlist.

Which payment options do you accept?

We accept Visa, MasterCard, American Express, debit, and credit cards. We also accept cash over the counter in store .

Can I use cash or check to purchase my order?

Unfortunately, Ross Metals only accepts cash or debit cards for in-store purchases only. For online purchases, a valid credit card must be presented during the check-out process, when placing your order. If you do not have "Open accounts privileges.""Open Accounts", may pay for their purchases by company check.

How will I know my order was successfully placed and is being processed?

Please allow 24 hours for your order to begin processing. Once a Ross Metals associate begins your order, an email will be sent with an order number. This number can be used to track your orders online and access your tracking number, when available.

How do I know when my order has shipped?

Once your order has shipped, you will receive an email with a tracking number. Account users may track their orders online using the tracking number or order number provided. Guest check-outs must track their orders through the shipping company’s website.

When can I expect to receive my order?

The Ross Metals team works efficiently to fulfill your orders in a timely manner to expedite the shipping process. All orders placed before 4PM (EST) and have express or 2nd day air shipping option selected will be processed and sent out same day. All standard or ground shipping orders will be processed within 24hrs, guaranteed.

When can I expect to receive Special Order items?

For special order items or items listed as “temporarily unavailable, please allow one business day for a Ross Metals sales associate to contact you with an order status update.

How do I shop through the Client Relation Center / via telephone?

You are also able to complete your purchase by telephone, via our Client Relation Center. To place an order over the phone, please call: 1-800-223-6644.

If you are interested in purchasing an item that is listed as “temporarily unavailable” or "coming soon," we invite you to contact our Client Relation Center. A Ross Metals Ambassador will provide you with further information.

Can I return an item?

 

Where is my order?

If you created an account during checkout, or have an existing account with us, you can track your order by logging in and clicking on the order in question.

How do I become a member of the Ross Metals Team?

Ross Metals is always looking for Sales Representatives, locally and nationally. Please contact our Client Relations Center for more details.

What is the Client Relations Center?

Our Client Relations Center is a free service provided during normal business hours, from 9AM to 5:30PM (EST Monday through Friday). This service allows you to place orders, ask about the specifications or inquire on any other Ross Metals matters.

If you are interested in an item listed as “temporarily unavailable” or “sold-out” we encourage you to contact our Client Relations Center.

Do you deliver internationally?

At this time Ross Metals can only accept delivery addresses within the United States of America, the 50 states located therein, and the District of Columbia. Ross Metals does not ship to PO Boxes, APO/FPO addresses and hotels. Please note for security purposes, an adult must be present at the time of delivery.

How can I obtain a Ross Metals Catalog?

Ross Metals catalogs are available in both printed and online. To request a printed catalog you may contact our Client Relations Center see "request catalog". For an online version see "online catalogs".

Can I exchange my item?

Please see our Returns Policy for detailed information. 

How long does delivery take and how much does it cost?

 See"Shipping", For the various options and costs.

Is my personal information kept private?

Absolutely, but please read our Privacy Policy and Terms of Use for more information.

Can I change or amend my order once it has been placed?

If you need to make changes to your order, please call the Ross Metals Client Relation Center at 1-800-223-6644.

Is there a store I can browse and purchase Ross Metals items?

Ross Metals HQ is located in the heart of Midtown New York.

54 West 47th Street, New York, NY 10036

Are there discounts for large quantity purchases? When ordering online take advantage or our "Quantity Discounts".

When ordering online take advantage of our "Quantity Discounts".

Quantity discounts are always automatically applied at checkout. See discount chart on all product pages for details.

For additionally questions or concerns regarding quantity discounting, please contact our Client Relations Center.

What ring size am I?

Please review our Ring Size Guide to determine your ring size.