FAQ

what forms of payment do you accept?
do we accept checks or money orders?
i would like to purchase a gift for someone. can i have you send the gift directly to her with a gift receipt?
is it safe to send my credit card information through the web?
can I send my credit card information by fax?
do I have to pay sales tax?
can i ship to an address other than my billing address?
how will my order be shipped?
how much will shipping cost?
do you accept international orders?
which countries can you ship to?
can I check the status of my international order?
what if I have questions about my international order?
for my international order, do I have to pay customs or import duties?
do you gift wrap?
you have a lot of jewelry to choose from; how do i decide on a gift?
you have really nice pictures, but really, is the piece I buy the same exact one as the item in the picture?
unreal! Why are your gems so beautiful and lively?
which color is best?
what is color enhanced diamonds?
with a colored gemstone, is darker always better?
where do these stones come from?
what makes a gemstone valuable?
are cabochons cut from cheaper material?
is spinel synthetic or natural?
should I buy jewelry when gold and silver prices are fluctuating so much?
where are you located and can I visit the studio?
do you have a catalog?
how long does your jewelry last?
does your jewelry come with a warranty?
there is a sold sign on a bracelet I really liked; does that mean it is no more available?
how can I speak to a customer service representative?
is this your complete collection?
can you tell me more about the quality?
are any of your gemstones synthetic or created?
i have never bought designer jewelry online. i see pieces i love on your site. how can i be sure i'll be happy with what i order?
occasionally, i have seen similar designs to some of yours and wonder why i should pay extra for yours?
can modifications to your designs be made (i.e. i need a lnger length necklace; i would prefer a different type of closure; i need a slightly different size; etc.)?
can I have my necklace sized by a local jeweler?
how do i care for my new jewelry?
what should I do if my piece breaks and needs repair?
is your jewelry gold plated or real gold?
what is the difference between all these different types of silver?

what forms of payment do you accept?
We accept the following means of payment: Visa, MasterCard, American Express, PayPal and btwisted Gift Certificates. We accept credit card payments, either online through our secure server or by phone. If you would prefer to complete your sale over the telephone, please contact us at 727-532-2525 between 10:00 am-6:00 pm est. Monday through Friday.

do we accept checks or money orders?
Unfortunately at this time we do not accept checks or money orders.

i would like to purchase a gift for someone. can i have you send the gift directly to her with a gift receipt?
Yes, we can ship an order to an address which differs from your billing address. If the order is a gift, please select that at checkout, and we will make sure that the order is shipped with a gift receipt only, which will not show prices. We will email the full receipt directly to you.

is it safe to send my credit card information through the web?
At btwisted, we realize that shopping online can feel a bit risky. However, the truth of the matter is that advances in secure server technology have made shopping at btwisted just as safe as using your credit card to shop around town or over the phone. We want you to feel as comfortable using your credit card at btwisted as you do everywhere else that you shop.

btwisted’s Internet payment gateway supports the Internet's strongest security technologies, including Secure Socket Layer (SSL) technology with 128-bit encryption. All credit card information submitted on btwisted is encrypted and digitally signed as it travels over the Internet using industrial-strength combination of DES encryption and RSA public key technology.

In addition to SSL encryption, btwisted is a fully compliant merchant to the Payment Card Industry Data Security Standard requirements designed to ensure all credit card information is maintained in a secure environment.

The Payment Card Industry Security Standards Council (PCI SSC) was launched on September 7, 2006 to manage the ongoing evolution of the Payment Card Industry (PCI) security standards with focus on improving payment account security throughout the transaction process.  The PCI DSS is administered and managed by the PCI SSC (www.pcisecuritystandards.org), an independent body that was created by the major payment card brands (Visa, MasterCard, American Express, Discover and JCB.).

At btwisted, a quarterly network security scan is performed by an automated tool that checks systems for vulnerabilities. The tool will conduct a non-intrusive scan to remotely review our networks and Web applications based on the external-facing Internet protocol (IP) addresses provided by the merchant or service provider. The scan will identify vulnerabilities in operating systems, services, and devices that could be used by hackers to target our private network.  The scan is conducted by a PCI SSC Approved Scanning Vendor (ASV).

can I send my credit card information by fax?
Yes, you may, if you do not want to order online or over the telephone. Our fax # 727-532-2526

do I have to pay sales tax?
Sales tax is collected for order’s being shipped to Florida. Florida sales tax will be collected on all orders being shipped to an address in Florida.

can i ship to an address other than my billing address?
Yes, but we may require further information or verification which is for your security.

how will my order be shipped?
Most orders are shipped via UPS ground or UPS 3 day select. Time in transit varies from 1-3 business days, depending on which part of the country you are in. Orders shipped to a PO Box, to Alaska, to Hawaii, or to a military address are shipped via Priority Mail and may take longer than 3 days t o arrive.

how much will shipping cost?
Shipping is free on all orders being shipped within the United States.

do you accept international orders?
btwisted has partnered with a trusted third-party company, International Checkout, to fulfill orders for our International customers. Simply put the items you wish to purchase in our Shopping Cart and choose the "International Checkout" option. Your items will be transferred to International Checkout for processing. You may pay by International credit card, PayPal or bank transfer. International Checkout will process your order, including billing, shipping and customer service. Once your order is completed, all inquiries should be directed to International Checkout at support@internationalcheckout.com.

which countries can you ship to?
International shipping is currently available WORLDWIDE from btwisted. Our third party vendor, International Checkout, will ship to all destinations around the world including APO / FPO addresses.

can I check the status of my international order?
Of course you can! To check the status of your order or track your package, please login to your International Checkout account at: https://www.internationalcheckout.com/login.php.

what if I have questions about my international order?
We can answer any questions about a product prior to placing an order. Once your order has been placed, all inquiries regarding your international order should be directed to International Checkout at the following:
E-Mail: support@internationalcheckout.com
USA Phone: +001.310.601.8196
USA and Canada: +1.866.682.0641
UK Phone: +44.20.8133.2436
Australia Phone: +61.28003.4685
Denmark Phone: +45.36.950312
Sweden Phone: +46.4069.35779
Hong Kong Phone: +852.8175.6057
Japan Phone: +81.50.5534.6826
Finland Phone: +358.(02)3619.0437
Brazil Phone: +55.(11)3717.5368
Dominican Republic Phone: +1809.202.3017
Ireland Phone: +01 443 3715
Mexico Phone: +55 8421 8266
New Zealand Phone: +09 889 0408
All Others: +001.310.601.8196
Please visit the International Checkout Customer Service page for more information and phone numbers in your area.

for my international order, do I have to pay customs or import duties?
Your order may be subject to VAT, import duties and/or taxes, which are levied once your package reaches your country.

btwisted ships your package DDU, "duties and taxes unpaid", and does not collect the VAT, duties and/or taxes and cannot predict what your particular charges may be. If you do incur these additional charges, they must be rendered in order for your package to clear customs. For more information regarding your country's custom policies, please contact your local customs office.

do you gift wrap?
But of course we can. And there is nothing more exciting than receiving a btwisted gift.

you have a lot of jewelry to choose from; how do i decide on a gift?
You don’t have to! Simply purchase a btwisted Gift Certificate in the denomination of your choice. It will arrive gift wrapped, and the recipient can redeem the card on line for any item they choose.

you have really nice pictures, but really, is the piece I buy the same exact one as the item in the picture?
All pictures and descriptions pertain to the exact piece you will receive if purchased. All of our items are handcrafted in our studio in Florida. We deal only with reputable and honest vendors and every attempt is made to accurately describe the materials used to create your piece. If by chance, an item is not accurately depicted, we apologize and will attempt to make it right by replacing or refunding your purchase. In the end we strive to make satisfied customers, not just sales.

unreal! why are your gems so beautiful and lively?
That's no accident and there are a couple different reasons for this. We travel throughout the year, attending several gem shows, meeting with various vendors, cultivating valuable relationships. As a result of these endeavors, we are fortunate in finding top quality gems and findings needed to create the beautiful pieces available to our customers. The other component necessary for the proper presentation are quality photography. Unlike many artisans we use a professional photographer to shoot our finished work. Very careful attention was paid to the angles on the gem's, so that when light enters from above it completely turns around and sparkles back to you. It’s important that every aspect of what we do is done at the highest level possible. At btwisted, innovation, distinction and quality are in constant pursuit.

which color is best?
When it comes to color, what moves one person may not stir another. The general rule of thumb is; buy the color or combination of colors speaks to you. Nevertheless, there are trade standards for preferred colors which translate into varying prices. Diamonds are graded according to absence of color. Colored gemstones are more complex, and several colors may be present in one gem with varying intensity. What may seem like slight differences in these colors may have a great impact on price.

what is color enhanced diamonds?
Color enhanced diamonds are natural diamonds that have undergone color procedures resulting in beautiful fancy colors. They actually sell at a fraction of the price of their natural color equivalents. The color of each treated diamond is permanent and stable under normal conditions of wear and care. Color enhanced diamonds can be treated as any other Diamond except when they are processed involving extreme heat (above 300 degrees C or 572 degrees F).

with a colored gemstone, is darker always better?
Intensity of color is a good thing up to a point. Sometimes if the gemstone is so dark that color and light can no longer be seen in it, less intense is better. With Diamonds, colorless is best. Intensity of color is a matter of personal preference, even in Diamonds.

where do these stones come from?
We make every effort to track the origin of our gems; however this is not always possible. In our descriptions we make every attempt to disclose the origin with certainty, other times, gems in their rough form are sent to the cutting centers where they are cut and redistributed according to quality, colors and internal characteristics are indicative of certain localities, but one can't be always be certain. Furthermore, most mines are in Africa, Australia, Canada, North America, Russia, India and South America.

what makes a gemstone valuable?
This is a very good question for which there is no easy answer. Several factors play a role in determining value: beauty, rarity, durability, cut, demand (desirability) and color. If a gem is not beautiful, few people will desire it. One may be drawn by a Gem's beauty, but rarity gives the gem its exclusivity. The gem must be durable enough to endure over the time. The degree of cutting finesse makes the difference between a dull stone and a brilliant Gemstone. Though color preference is very personal, what may seem to be subtle color differences can sometimes be translated into significant monetary differences. The interplay of all these complicated attributes sets the value.

are cabochons cut from cheaper material?
Cabochon is the domed rounded cut most commonly seen in Opal and Jade. Many cabochons are cut from top-quality material creating a certain style or appearance. Since a cabochon doesn't have facets that can call attention to inclusions, more included rough material can be used in its fashioning. Some people prefer them. Cabochons are very European, sophisticated and sensuous: rounded, full shape offering a bold dose of color. Its appeal is more of a subtle inner calling than the sparkling screams of a faceted gem.

is spinel synthetic or natural?
Spinel can be an incredibly beautiful gemstone, probably because it was one of the first gems synthesized; people don't realize it also occurs naturally. Top quality large red spinel can cost upward of $10,000.00 per carat. Before the science of gemology evolved, Spinel was often confused with Ruby. Spinel is the great impostor of gemstone history: many famous rubies in crown jewels around the world are actually spinel. The most famous is the Black Prince's ruby, a magnificent 170-carat red spinel that now adorns the Imperial State Crown of England in the British Crown Jewels after a long history: Henry V even wore it on his battle helmet! The Timur ruby, a 361-carat red spinel now owned by Queen Elizabeth, has the names of some of the Mughal emperors who previously owned it engraved on its face: an undeniable pedigree!

should I buy jewelry when gold and silver prices are fluctuating so much?
Price fluctuation occurs for a couple of reasons. One cause of price fluctuation is because btwisted gemstones are obtained from around the world and therefore currency fluctuation impacts their price in dollars. These changes are typically small, however, in the case of large currency movements; the price swings can be noticeable. Another factor is fluctuation in the precious metals market. Global financial markets, political/social unrest, oil prices, exploration expenses and overall demand will also cause price fluctuations. Precious metals have been traded since ancient times and captivated nearly everyone who comes in contact with them. Precious metals will always continue to be a secure option for trading no matter what and will never go out of existence or be deemed as worthless. Because of this precious metal prices have fluctuated for centuries and will continue to fluctuate for many centuries to come.

where are you located and can I visit the studio?
We are located in sunny Florida. Our business office is located in Clearwater, Florida and we welcome visitors with open arms, by appointment only. We have a private studio that is open by appointment only. Unfortunately, neither location is set up for retail sales, because we have certain restrictions as stipulated by our insurance provider, but feel free to contact us to discuss any details.

do you have a catalog?
We do not have a paper catalog available, since most of the jewelry are one of a kind designs, a catalog would be out-of-date by the time you would receive it. The websit no two pieces are identical.

how long does your jewelry last?
With average wear and tear the jewelry should last for, well I won’t say forever, but a very long time if you take care of it properly. Our pieces are heirloom quality and can be passed on from one generation to the next.

does your jewelry come with a warranty?
Our jewelry is under warranty for one year against any defects in material or workmanship. If a stone falls out of your jewelry or it fails due to defect, we will replace it at no charge. This warranty does not cover physical damage that may occur to the jewelry due to rough handling or mishap.

there is a sold sign on a bracelet I really liked; does that mean it is no more available?
If there is an item you like that is listed as NO LONGER AVAILABLE, that means that particular bracelet has been sold. Although depending on the item we may still have the components on hand to make a similar design, so feel free to inquire.

how can I speak to a customer service representative?
If you have a question that we didn’t address, email us at info@bteisted.com, and we will respond to you personally. Or call us at (727) 532-2525 Monday thru Friday, 9AM-5PM EST to speak with someone.

is this your complete collection?
The webstore offers most of our available inventory. Although we are producing more new items on a daily basis, its possible new items exist but have not been put on the webstore just yet. Some items are withheld due to the current season, being photographed or on loan to exhibitions. Just bear in mind, new items are added as they are completed so come back and visit us again! For updates on new merchandise and special member-only products and discounts, you should join our e-mail list.

can you tell me more about the quality?
Every art charm is designed and handcrafted by the Sugar Pea Press in San Antonio, Texas.  Each charm is two-sided, allowing twice as much message!  Quality glass is used in the construction, and the charm is framed in lead-free metal.  Although the metal frame is not .925 sterling silver, the product contains fine silver and will therefore tarnish over time (see care instructions below for more information).  Our jewelry is proudly made in the United States and we use quality supplies including sterling silver rings and chains from American companies.  Your charm is tiny, but sturdy.  You will be happy with its quality and it will provide long term enjoyment if you follow the care instructions.

are any of your gemstones synthetic or created?
Nearly all of our stones are 100% natural. The only exception is from time to time a piece will have (CZ) cubic zirconia incorporated into a closure. When CZ is used it is very clearly stated in the item name and description.

i have never bought designer jewelry online. i see pieces i love on your site. how can i be sure i'll be happy with what i order?
We do our best to accurately represent, via photos, copy and measurements, our jewelry. Our experience has been that our pieces tend to exceed our customers' expectations, since even our best photographs do not reflect the colors and sparkle of the gemstones. However, should you want to return the item, you have 14 days from receipt of the item and we will cheerfully refund your payment, minus the shipping charge. Still, undecided? You can always call and ask for any additional information.

occasionally, i have seen similar designs to some of yours and wonder why i should pay extra for yours?
Our designs are creative, innovative and made using top-quality craftsmanship. We are aware that from time to time one of our designs will be copied. Some view a knock-off or very similar design as a form of flattery or in a sense a compliment. All btwisted pieces are one-of-a-kind originals, for which there is no substitute. Original btwisted pieces are recognizable by those who know our jewelry, and are of heirloom quality, keepsakes that will be passed on from one generation to the next.

can modifications to your designs be made (i.e. i need a longer length necklace; i would prefer a different type of closure; i need a slightly different size; etc.)?
Yes, most designs can be modified depending on the piece. On the online order for there is a section for special requests. Describe the modifications you would like and after we receive your order, we will contact you if there is any further clarifications are needed or if the modifications result in a price change or delay the ship time. If we are not able to fulfill your request, you will have the option of canceling your order prior to it being charged.

can i have my necklace sized by a local jeweler?
We strongly recommend sending the item back to us for resizing. If you have it sized elsewhere, we cannot be responsible for any damage caused to the item. It would also void your warranty.

how do i care for my new jewelry?
Caring for your piece is very important. Gems are among the most durable of nature’s creations. With a little care, they will be as beautiful for generations to come as they are today. With every order a care tips sheet will be tucked in with each piece of jewelry shipped, as well as a general expectation of how the jewelry will change over time. With time and wear your jewelry may not be a bright and shiny as the day you received it, but your care tips sheet has the information you will need to keep your piece looking its finest.

what should I do if my piece breaks and needs repair?
First of all, realize, jewelry can break the first time you wear it, or after many years. We have many satisfied clients and we pride ourselves in providing the best customer service in the business. We will work to get your piece repaired or replaced as quickly as possible. Should any charges be associated with your repair, we will let you know in advance. Shipping charges are in addition to repair costs. If you have a btwisted item in need of repair, notify us prior to shipping it back. That way we can send any additional information you might need in order to ensure a fast and safe ride back. Remember, it is very important to insure your jewelry when shipping it back to us. You can feel free to call or email to let us know your item is on its way

is your jewelry gold plated or real gold?
We sell only 14k, 18k, 22k or 24k solid gold. We have no gold plated products.

what is the difference between all these different types of silver?
At btwisted we only use sterling silver, fine silver or Argentium Silver, but below is an explanation of the different kinds of silver you may be referring to.
Sterling Silver:
This is the most common form of silver within the United States, consisting of 92.5% silver with the rest made up in base metals (usually copper in US). The copper makes for a much stronger alloy than pure silver, and allows it to be soldered and patinaed. Sterling silver works perfectly for jewelry as it is strong yet malleable and can be easily brought back to full shine. On jewelry it is usually marked as “925 or sterling”.
Fine Silver:
More commonly used in Europe for jewelry, fine silver is pure. It is significantly softer than sterling silver and has a much lower melting point, allowing it to be fused to itself without the need of a solder. It can be annealed to make it harder, but is more susceptible to scratches and dents. Unlike sterling, it will actually get shinier as it is worn – it is the copper in sterling silver that oxidizes with the air and makes it appear darker.
Argentium® Silver:
Although sterling silver is harder, more durable than fine silver, because of the alloy added to make it harder will cause it to tarnish over time. Argentium® Sterling silver (AS), and High Argentium Sterling, is made with a touch of germanium that severely inhibits tarnish, original Argentium sterling is never less than 93% silver, and high Argentium is never less than 97% silver. It’s the presence of germanium, however, that changes everything. When Argentium is heated to a certain temperature for a period of time, the germanium strengthens and protects the silver. Argentium and now similar alternatives known as “deoxidized” sterling silver is slightly more expensive than typical sterling silver.
Silver Filled:
Silver-filled, like gold-filled, consists of precious metal (sterling silver or fine silver) bonded onto a base metal substrate (like a brass alloy). The ratio of sterling or fine silver to core alloy by weight is usually between 5% and 10%. The value of silver-filled is greater than silver-plated because silver-filled has an actual layer of sterling silver, not just a microscopic film.
Silver Plated:
Plating or electroplating is a process used for jewelry in which metal ions in a solution are moved by an electric field to coat a conductive object (base metal) with a thin microscopic layer of the material, such as silver. Plating has been done for hundreds of years and is used to decorate jewelry and other objects, for corrosion inhibition, to improve solderability, to harden, to improve wearability and to give a shiny silver finish. This process has become more desirable today, with the soaring cost of precious metal. can modifications to your designs be made (i.e. i need a longer length necklace; i wouPlating has been done for hundreds of years and is used to decorate jewelry and other objects, for corrosion inhibition, to improve solderability, to harden, to improve wearability and to give a shiny silver finish. This process has become more desirable today, with the soaring cost of precious metal.

Contact

Dan Johnson
dan@btwisted.com
727-532-2525