Custom Order & Product Requirements Policy

Company Name: MASSION CHEN LLC
Address: 2055 Goldenrod St, Sarasota, FL 34239, USA
Email: [email protected]

At Massion Chen Jewelry, we are proud to offer both ready-made and custom-designed jewelry pieces. This policy outlines the requirements, terms, and expectations associated with placing custom or personalized orders through our website.

1. Custom Order Requests

We welcome custom jewelry inquiries, including:

  • Custom sizing (rings, bracelets, necklaces)

  • Metal and gemstone variations (e.g., gold, silver, platinum, diamonds, sapphires, etc.)

  • Engravings or personalized designs

  • Redesigning a piece based on a concept or inspiration image

To submit a request, please contact us at [email protected] with your detailed specifications and any reference images.

2. Design Confirmation & Approval

Once we review your request:

  • Our design team will consult with you via email to confirm feasibility, material options, estimated pricing, and timeline.

  • You will receive a digital rendering or mock-up (when applicable).

  • Final approval is required before production begins.

⏱️ Typical design confirmation takes 2–5 business days depending on complexity.

3. Deposit & Payment Terms

  • All custom orders require a 50% non-refundable deposit before production begins.

  • The remaining 50% balance is due prior to shipment.

  • Orders are processed in USD. Payments can be made via credit card, PayPal, or approved bank transfer.

4. Production Timeline

Production time for custom pieces typically ranges between 2 to 6 weeks, depending on material availability and design complexity.

Note: Holiday seasons and special material sourcing may extend production times.

5. Changes & Cancellations

  • Once production has begun, no changes or cancellations can be made.

  • If a change is requested before production starts, we will accommodate it if feasible, but it may affect pricing and timelines.

6. Returns & Exchanges for Custom Items

Due to the personalized nature of custom orders:

  • All custom-made items are final sale.

  • Returns, exchanges, or refunds are not accepted unless the item is defective or damaged upon arrival.

  • We offer a quality assurance check prior to shipping and provide photo confirmation upon request.

7. Client Responsibilities

To ensure a smooth process, customers are responsible for:

  • Providing accurate size, spelling (for engravings), and design requests

  • Responding promptly to approval emails

  • Reviewing all final design specs before approval

8. Intellectual Property

  • Custom designs created by Massion Chen Jewelry remain the intellectual property of the company unless otherwise agreed.

  • We reserve the right to reproduce and market designs unless exclusivity has been pre-negotiated.

Contact Us

For inquiries or to begin your custom piece, reach out to:

📧 Email: [email protected]
📍 Address: 2055 Goldenrod St, Sarasota, FL 34239