FAQ

How do I set up a Jay King portal account?
Click on "Repair Portal" at the top of this page where you can start the process of setting up your account and submitting a repair request. If you would like additional guidance, please visit our Customer Care page. Please keep in mind that not all items can be repaired. Options to your repair may include a replacement or a credit toward our website www.desertrosedirect.com. Your receipt is required as well as a photo of your item.
Can my jeweler do the repair?
Depending on the repair needed your jeweler may be able to repair your item. Check with your local silversmith. Keep in mind that we are not responsible for any damages that may occur with your jeweler.
Does Jay King have a warranty?
Yes. We are happy to make repairs due to workmanship defects within 1 year of purchase. If you have questions regarding the Jay King watch warranty please click here.   A HSN receipt of purchase is required. You will find the details on our Customer Care page. Jay King aspires to create unique, well-crafted jewelry that you'll not only be excited to wear, but can enjoy for years to come. 
What is Jay Kings Watch warranty?
All of your questions can be answered in one place - just click here.
What if I don't have my HSN receipt?
You can log in to your HSN.com account to obtain your order history or contact them directly at 1.800.284.5757.
Why do we charge $10 for return shipping?
This is a standard charge for returning repaired items back to you in a secure manner.
Will my credit card be charged if my repair isn’t approved?
No. We will only charge your credit card if your repair has been approved. If your repair has been denied we will cancel the order and your credit card will not be charged.
Did you know that Jay King has never been to Afghanistan?
It's true – not yet!
Can I cancel a repair order?
Yes. You will need to contact us either at help@jaykingcares.com or through our Contact Us page. It may take 5 – 7 days for a reply.
Is my order information secure online?
Yes. We don't store credit card information, so there is no concern for a data breach causing financial harm. All credit card information is passed securely to Authorize.net, which then handles the transaction. We don't sell or give your private information to any third parties. We use your information only to complete your request.
How can I check the status of my repair?
Just log in to your account and you can view your repair status.
When can I expect to receive my repaired item?
We strive to get your repaired item back to you within 4 – 6 weeks of receiving it in our office.
Can I ship more than one repair together?
Yes, please send your approved items in one box so you can save money on shipping costs.
Can I put multiple repairs on one form?
Yes. You can add one repair at a time to a ticket.
Can you return my repair to another address?
Yes, make sure we have your mailing and shipping address, which can be updated in your account.
Can you return my repair to a PO Box, APO/FPO or international address?
We can deliver to a PO Box via USPS. Sorry, we are not able to ship to APO/FPO or international addresses at this time.
What payment options are available?
We currently accept Visa, MasterCard, Discover, American Express and Check or Money Order.
Does Jay King Cares charge sales tax?
No, we do not charge sales tax outside New Mexico.
How do I take care of my jewelry?
Please see our jewelry care information on our home page at  www.jaykingcares.com.
How do I remove my email address from your mailing list?
At the bottom of our email we sent to you there is an unsubscribe link.
Do you have a catalog?
No, not at this time.
I'm having trouble with the portal who can I contact?
Many of your questions can be answered on our Customer Care page or you can contact us at help@jaykingcares.com.
How can I email customer service?
Easy! Mail help@jaykingcares.com or through our Contact Us page.