Frequently Asked Questions
What kind of payments do you accept?
In our store we accept Visa, MasterCard, American Express, Discover, PayPal, personal checks, cashier’s checks, or money orders. Internet orders, as well as orders placed over the phone may, at our discretion, be limited to a maximum of $2,500 on credit cards or PayPal. The balance may be paid by check, bank wire transfer, or COD for a cashier’s check.
Your order is safe and secure. All transactions with this website are secure, as indicated by the VeriSign Trusted and Online Trusted icons displayed on our Home Page.
International orders must be paid in full via bank wire transfer prior to shipping. Any duties and taxes on international shipments are the responsibility of the recipient. Please check with your local customs office.
Why should I purchase from Graystone?
Our company is large enough to obtain any luxury brand you desire at greatly discounted prices, yet small enough to give you exceptional customer service. Graystone Jewelers, Ltd. is registered with the Jewelers Board of Trade. Our JBT number is 02497188. We are insured with Jewelers Mutual Insurance Company. We are a proud member of the Lake Tahoe South Shore Chamber of Commerce, and the Better Business Bureau. We have chosen VeriSign to secure our website and to protect your personal information. You can verify our company by clicking on the VeriSign logo on the "About Us" page, under the "Customer Service" tab, or on any page during the checkout process. We only sell new, brand-name, high-end watches and jewelry. We have a courteous, professional, and knowledgeable staff, offering outstanding customer service. We guarantee 100% customer satisfaction. Whether you buy online, or over the phone, we offer secure transactions with superior fraud protection. We have outstanding after sales service and repair facilities.
Why don't you price all of the watches on your website?
The watch market is continually changing with new models and new brands coming out regularly. It would be difficult if not impossible to list all of the watches from every manufacturer on our website. We can source any luxury brand, and the typical savings is between 10% and 30% off the manufacturer's full retail price, depending on the brand. We also do not charge sales tax (except to Nevada residents), so that's an additional savings to most of our customers. This is why we ask you to give us the model(s) you are interested in knowing the price and availability, and we will get back to you in a very timely manner.
How are orders processed?
Upon placing your order with Graystone Limited, your credit card is verified for authenticity with the issuing bank, including name, address, and CCV number. Your credit card is not submitted for payment until your order has been processed and is ready to ship. If you order an item that is temporarily out of stock, you will be notified by email or telephone and be given the option to cancel your order, or continue with the back-ordered item. We will make every effort to give you a reasonable estimate of the delayed arrival time. You may cancel your order at any time prior to shipping, subject to our return/cancellation policy. Every attempt is made to process your order for shipment the same day the order is received. Should you place an order after our regular business hours, over the weekend, or on a holiday, please be aware that we will not be able to process or ship your order until the next regular business day.
Order acceptance policy:
Your receipt of an electronic order confirmation does not signify our acceptance of your order, nor does it constitute confirmation of our offer to sell. Graystone Limited reserves the right at any time after receipt of your order to accept or decline your order for any reason.
What is your return policy?
Our goal is that you are completely satisfied with your purchase. If for any reason you are not satisfied, simply return your purchase in its original packaging within 10 days of your purchase for a refund or exchange (except special orders)*. If you are not satisfied with your purchase after this time period, please let us know. Your satisfaction is very important to us!
Within 10 Days, with your receipt, you may return any unused item (except special orders)*, or exchange it if it is defective. We do not accept returns on any special ordered item. Special orders canceled after 24 hours of ordering are subject to a 15% cancellation fee.
ALL items returned for refund, exchange, or due to a manufacturing defect must arrive in NEW, UNWORN condition, with all of the original packaging and accessories, or Graystone Limited may refuse to exchange or replace the item. All exchanges are at the discretion of Graystone Limited.*Special orders include, but are not limited to, items that we do not normally stock, such as limited edition watches and pens, custom diamonds, jewelry or settings, watch parts and straps, and some exclusive designer brands.
Are your watches new or used?
All of our watches are 100% brand new, and never used. They come in the original manufacturer’s box, including all documentation, warranty, and serial numbers.
How do I know that my watch is authentic?
The authenticity of the watch can be confirmed by the serial number that is engraved on the case of the watch. We purchase our watches from other authorized dealers and respected and well-known industry wholesalers. We guarantee our watches to be authentic, and stand behind every item we sell.
Do your products come with serial numbers?
All of our watches, limited edition pens, and other numbered products, come with the original manufacturer's serial numbers intact.
Do your products come with a box and warranty?
All of our watches, limited edition pens, and other numbered products, come with the manufacturer's box, tags, serial number, and warranty.
Do you charge sales tax?
We do not charge sales tax except when shipping to Nevada residents. If you purchase a product in our store, we can still ship to you tax free if we ship outside Nevada.
How much do you charge for shipping?
Because we are shipping high-value items, shipping and insurance charges will vary with the cost of the item shipped. We normally ship via UPS Insured 2nd Day Air. You may upgrade to Next Day for an additional charge.
2nd Day Air Rates:
Up to $500 - $15
$500 to $2,500 - $30
$2,500 to $5,000 - $40
$5,000 to $10,000 - $45
$10,000 to $20,000 - $50
$20,000 to $30,000 - $60
$30,000 to $100,000 - $85
International rates are calculated at checkout.
What if my shipment is lost or stolen?
Because we insure everything we ship, we will send a replacement to you right away at no cost.
Do I have to be available to sign for the package?
Yes. We ship every item insured, signature required.