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Company Policies

Hoover & Strong Company Goals:

Our goal at Hoover & Strong is to be the supplier of choice among our customers and the employer of choice in our area. To our customers, we will provide: 

• Fast delivery (We average 97% same day service)
• High quality product
• Friendly, helpful, and personal service
• Very competitive pricing
• Excellent technical support

To our co-workers, we will provide:

• Interesting and challenging work
• A clean and safe environment
• Fair compensation
• Incentives to be productive and share in the success of the company

Account Terms and Conditions:

Due to the high cost of carrying accounts, credit is only granted to customers whose purchases average $200 or more. Accounts that are top rated with the Jewelers Board of Trade or Dunn & Bradstreet may be approved for instant credit. Customers without a credit rating will need to complete and submit our credit application for review. Our credit application is available online. If you prefer, you can also download a pdf file of the credit application to fill out and mail to us. We ask that you allow approximately 5 business days for processing. Catalog pricing reflects a 1% discount granted to our Net 30 and COD Customers. All net 30 accounts are assessed a finance charge of 1.5% (18% A.P.R.) per month to any account balance that is over 30 days.

Hoover & Strong, Inc. is in full compliance with the USA Patriot Act and its Anti-Money laundering provisions. All customers are required to submit identifying information to include either a federal tax identification number or social security number, complete ownership information and any other information that might be required under this act. We take our responsibilities under the Patriot Act seriously and appreciate your cooperation in providing any requested information.

• We accept Mastercard, Visa, Discover and American Express.
• A copy of your state or city jewelry business license is required.
• Sales tax exempt forms need to be filed for any account in Virginia or Georgia.
• Name and address changes must be submitted in writing for existing accounts. For your protection as well as ours, we cannot make changes by phone.
• Many styles, settings, configurations and systems are the exclusive copyright of Hoover & Strong, Inc and will be strictly enforced.

Pricing:

• Pricing is based on daily metal markets. Hoover & Strong is a wholesale jewelry manufacturer and DOES NOT SELL to the public.
• Prices and weights are subject to change without prior notice.
• Hoover & Strong makes every effort to ensure accuracy in the products and information listed on our website. However, due to the potential for rapidly changing inventory and/or electronic system errors, incorrect data may rarely appear on our site. These errors may include, but may not be limited to, information regarding product pricing and availability. Should this occur, Hoover & Strong reserves the right to correct these errors and will not honor incorrectly listed pricing or availability information. Our online catalog may show pictures of some items that are not to scale and may appear larger or smaller than they actually are. Therefore, we encourage you to carefully review the written dimensions provided with each product. Additionally, please note that monitor settings may cause the color and size of displayed items to vary slightly.
• Most product is sold by weight and billed at daily market prices. Market price is second London fix plus a surcharge, weight of product will vary.
• Certain special order items and made to order items may entail additional production costs. In such cases, it is necessary to include an extra charge.

Diamond Merchandise:

Diamond weights may vary. We carry a full range of melee and larger loose Diamonds. Most findings are available set with diamonds. Specify diamond clarity. All diamond merchandise is made to order, non-returnable, non-cancelable and non-refundable

Loose Diamond Memo Policy:

Diamonds can be shipped on memo for review. Diamonds on memo must be returned within 3 business days of receipt of the diamond. Call our sales department for a return authorization number.

A $25.00 minimum charge will be applied to any account not returning loose diamonds in the original packaging. Any diamond not returned within 3 business days will be automatically billed to the customers account. Diamonds returned after 3 business days will be charged handling fees. These fees are at the discretion of Hoover & Strong. Diamonds will not be shipped on Fridays.

Placing an Order:

Online ordering is available on our website. Or, you may place your order by phone.

Toll Free 800.759.9997 or 804.794.3700

International: 01.804.794.3700

Fax Orders 800.616.9997 or 804.794.5687

You do not need to have an account number as we use your business name and phone number when you call to place an order. Please have style number and all size information. Specify desired shipping option.

Backorders – Hoover & Strong makes every effort to maintain stock of all styles offered, this may not always be possible due to manufacturing issues. In the event that we are unable to satisfy an order immediately due to lack of stock, we will make every attempt to ship as soon as possible. Backorders under $100 ship USPS at no charge.

Special Orders/Made To Order:

• Stone-set pieces
• Merchandise altered at the customer's request (i.e., annealed, drawn hard, customer karat stamp etc.)
• Any product made to a customer's specifications (i.e., solitaires not in catalog, size change on bands etc.)
• Metals manufactured other than stock metals listed in catalog
• Made to order product (i.e., Flat Sheet, Circles, Washers, Charms. Seamless Ring Blanks etc.)
• Special order merchandise made per the customer's direction. Therefore, it is NON-returnable, NON-cancelable and NON-refundable. There are no exceptions made to this policy.
• Special order delivery times can range between 5 days and 6 weeks. Your account representative can advise you of the expected delivery time. As always, the times provided are estimates and can't be guaranteed.

Return Policy:

• If there was an error on our part, full credit will be issued.
• If you wish to return a catalog item it must be within 30 days, be in the original packaging, a copy of the invoice must be enclosed and prior return authorization must be obtained.
• A restocking/handling fee of 25% ($25.00 minimum) will be charged for exchanging or returning product that can be restocked.
• Product received after the 30 day period will be credited at intrinsic value only.
• "Special Order" items and "Made To Order" can not be stocked and will be credited intrinsic metal value only.
• Product set with stones is non-returnable.
• Merchandise that has been altered (i.e., engraved, sized, drawn, annealed etc.) or damaged by the customer is non-returnable.
• The customer is responsible for all shipping and handling charges. Credit will be given for merchandise only.
• Unclaimed, undeliverable, or refused orders will be charged a 15% restocking fee, plus freight. Made to order or special order product will receive intrinsic credit only.