How may we help you today?

1. Contact Us
2. Shipping & Handling Options
3. Charm Factory Catalog
4. Return Policy
5. New Mexico Gross Receipts Tax
6. Payment Options
7. Privacy Statement
8. Made in the USA
9. Using Product Images
10. Custom Orders
11. Attaching Charms to a Bracelet or Necklace
12. Lead Free and Nickel Free Content
13. Content and Liability Disclaimer

1. Contact Us

By Email:
sales@charmfactory.com. Email is the preferred method of contact.

By Toll Free Phone:
866-867-5266 (block numbers will get a busy signal). Message line only. We will return your call within 24 hours during Monday through Friday.
Our customer service department is open Monday through Friday, 9am to 4pm Mountain Time.
(That's 11am to 6pm Eastern Time, or 8am to 3pm Pacific Time.)

All orders are placed via the website. There is a $5.95 order convenience fee for phone orders.

International or Local Phone:
505-345-1635 (blocked number will get a busy signal)

By Mail:
Charm Factory, Inc.
5921 Office Blvd NE
Albuquerque NM 87109

We do not have a physical store open to the public.


2. Shipping & Handling Options
Our website does not have live stock levels. Out of stock items will be cancelled from orders and will need to be reordered at a later time. In stock merchandise is normally shipped the business day after your order is placed. Free First Class Mail orders may take longer, especially during busy periods. Please let us know if you have an absolute delivery deadline. You will receive an email with a tracking number when your order ships.

We offer free shipping via First Class Mail to addresses within the United States and its territories when your order totals more than $25.00. Orders over $400 will be upgraded to UPS ground for free. First Class Mail orders are the last to be processed and may take 2 to 3 business days to leave our facility. First Class Mail usually takes 3 to 10 business days to deliver, but it may be longer, especially during holiday periods.

UPS Ground, UPS 3 Day Select, UPS 2 Day Air, UPS Next Day Air, USPS Priority Mail ($6.95) and USPS First Class Mail ($2.45) are also offered. The website computes the actual shipping charges from UPS for these options. Please note that your order must be placed by 9:30 am Eastern time (7:30 am Mountain Time) to ship the same day. After this time, most paid shipping orders go out on the next business day, Monday - Friday. Our offices are closed on the weekend.

UPS Worldwide Express and UPS Worldwide Expedited are offered for international orders, as well as UPS Standard to Canada, USPS First Class Mail to Canada ($6.95) and USPS Global Priority Mail ($24.95). The US Postal Service limits the value of Global Priority Mail packages to $400.00, so larger international orders must be shipped via UPS. All customs and brokerage fees are the responsibility of the customer.

UPS Ground Service Time Map from New Mexico

3. Charm Factory Catalog
Charm Factory no longer produces a paper catalog. All current products and prices are online.

Right click to download a pdf catalog of our products with no pricing information.

4. Money Back Guarantee Return Policy
Returns Are Easy!
If you are not 100% satisfied, simply return your order to us within 30 days, and we'll refund the entire purchase price.

Please email us or call 866-867-5266 to receive a Return Authorization (RA) number. (No returns will be accepted without this number.)

Send Returns and Exchanges to:
Charm Factory Returns
5921 Office Blvd
Albuquerque NM 87109

Items must be returned in like new condition. Shipping and handling charges are not refundable.

The return and exchange period is within thirty days of purchase. After this period, we may accept a return but charge a 20% restocking fee.

Please note that engraved items, special orders, and custom items may not be returned or refunded.
 

5. New Mexico Gross Receipts Tax
If your order is purchased from or sent to New Mexico and the order is not for resale, or is not being included as a component part of a product being manufactured, we are required to add the 7.125% gross receipts tax to your total purchase price, including shipping charges.

If this order is for resale, or is being included as a component part of a product being manufactured, the purchase is not subject to gross receipts tax. You will need to provide us with a valid New Mexico Non-Taxable Transaction Certificate (NTTC), Type 1 or Type 2 via fax (866-867-5265).

6. Payment Options
Discover, Visa, MasterCard and American Express are accepted. Your card is not charged until the order ships. We also accept PayPal at paypal@charmfactory.com. Please note that Charm Factory does not accept checks or money orders.

7. Privacy Statement

8. Made in the USA
All of our products (unless otherwise noted) are manufactured and assembled in the United States. (The few items that we import are enamel charms, glass beads and stones from Asia and chain from Europe, and this information is noted on each product detail page.)

9. Using Product Images
Charm Factory retains all rights to the text, illustrations and images on our website and catalog. You may print them out for your own personal use only. If you wish to use product images on your own website, catalog or advertising, you must receive written permission from Charm Factory to do so. Please email us with your name, business name, website url and any other pertinent information, including the product numbers of the items that you wish to use in your materials.

10. Custom Orders
We accept some sterling silver and lead free pewter custom charm, bead or affirmation ring orders in quantities of over 100 pieces. The price of a custom charm depends on its final weight in silver, in addition to a mold fee of approximately $200.00 for silver and $300.00 for pewter. From the time that we receive artwork and dimension specifications from you until the item is produced, the process may take approximately four weeks. We may also direct you to our engraving program for service within just a few days.

11. Attaching Charms to a Bracelet or Necklace
All of our charms come with a free sterling silver jump ring (not pictured with the charms). These may be opened with pliers to connect your charms to a bracelet. For added security, the jump rings may be soldered on by a jeweler or replaced by split rings, which look similar to a small key chain ring. Beads, message rings and jewelry tags do not come with jump rings.

12. Statement of Lead Free and Nickel Free Content
Sterling Silver is an alloy of silver containing 92.5% pure silver and 7.5% other metals, which normally is copper.

Pewter is a tin-based metal alloyed with varying amounts of other metals such as copper or zinc.  The tin content of most pewter exceeds 90%, and our pewter products also contain a small amount of silver.

The sterling silver and pewter charms and beads sold by Charm Factory, Inc. do not contain lead or nickel. The Swarovski crystal heart charms do contain a small amount of lead, as does most high end crystal. The jump rings attached to pewter charms do contain a small amount of nickel. Charm Factory products do not contain cadmium.

13. Content and Liability Disclaimer
We reserve all rights, title and interest, including all copyrights, trademarks, content and other intellectual or creative property rights in this website.
Copyright © 2001-2012 – Charm Factory, Inc - All rights reserved

We use reasonable efforts to provide accurate, complete and current information on this website. However, we do not warrant that the content herein is accurate, complete, current or free of technical or typographical errors. It is the responsibility of the purchaser or potential purchaser to verify any information provided prior to purchase. We reserve the right to modify the information contained in this website without notice.

"Content" and "information" shall be construed as documents, graphics, images, prices and any and all product descriptions.

TO THE EXTENT PERMITTED BY LAW, INFORMATION ON THIS WEBSITE IS PROVIDED "AS IS" WITHOUT WARRANTY OF ANY KIND, EITHER EXPRESS OR IMPLIED, INCLUDING, BUT NOT LIMITED TO, THE WARRANTIES OF MERCHANTABILITY, FITNESS FOR A PARTICULAR PURPOSE OR NON-INFRINGEMENT. NEITHER OUR COMPANY, NOR ANY PARTY INVOLVED IN CREATING, PRODUCING OR DELIVERING THIS SITE SHALL BE LIABLE FOR ANY DIRECT, INCIDENTAL, CONSEQUENTIAL, INDIRECT OR PUNITIVE DAMAGES OR ANY DAMAGES WHATSOEVER ARISING OUT OF YOUR ACCESS, USE OR INABILITY TO USE THIS WEBSITE, OR ANY ERRORS OR OMISSIONS IN THE CONTENT THEREOF. 

Applicable Law: This site is created and controlled in the State of New Mexico. Accordingly, the laws of the State of New Mexico will govern these disclaimers and legal policy without giving effect to any principles of conflicts of laws. We reserve the right to make changes to our site and these disclaimers and legal policy at any time.