We want to hear from you!
Contact us here, but first have a look at our FAQs below!
Do you have a catalog?
How do I care for the product?
What are your products made out of and are they safe?
Are the charms available in silver and gold?
Charms are designed and available in either silver or gold (not both) and are meant to be mixed and matched!
What size are the charms? How long are the bracelets and necklaces?
All measurements are included in the product details of each item with charms being approximately 1”.
How many charms fit on a bracelet?
We recommend wearing up to 5 charms at a time with ample space between each charm to avoid the charms from rubbing and causing damage.
How do I adjust the size of a chain accessory?
How can I find out when an out-of-stock item will be back in stock?
We are unable to provide in-stock dates, but be sure to click on the “Notify Me When Available” link within the product details of each out-of-stock item to receive in-stock notifications. We also suggest that you sign up for the CHARM IT! newsletter to receive emails about the latest launches, promotions, and back-in-stock announcements.
What’s in the surprise bags?
Where can I find CHARM IT! at retail?
CHARM IT! is available at specialty boutiques and premier department stores nationwide. If you don’t see CHARM IT! at your local specialty boutique, suggest CHARM IT! to them and spread the charm love!
Do you ship to Canada?
We currently only ship within the US, but you can find CHARM IT! in Canada at all Mastermind Toys locations.
Do you wholesale?
I signed up for emails, why didn’t I receive the promotion code?
Thank you for signing up for CHARM IT! emails! You should have received an instant code when you entered your email as well as a welcome email message from us with the one time use code. Please check your junk folder and move it to your inbox to ensure that you receive future emails. If you still cannot locate it, please email us at email@example.com.
I am having trouble checking out what should I do?
From our experience, checkout issues are typically related to the web browser being used. So if you’re having some technical difficulties, the first step is to upgrade to the latest version of one of the following browsers:
- Google Chrome
- Mozilla Firefox
- Apple Safari
If you still experience an issue, please take a screenshot of your error message and email us that along with the type of device and browser you are using to firstname.lastname@example.org so we can troubleshoot.
Can I make adjustments to my order once it has been placed?
Unfortunately we are unable to make any changes to an order after it is placed; however, we can cancel the order and issue a refund for you to replace with your edits if the order has not been released to our warehouse yet. Email us email@example.com with your order # and request ASAP.
How do I cancel my order?
What are my shipping options?
Do you offer free shipping promotions?
We offer $6 shipping (UPS Ground) on orders $25+ and Free Shipping (UPS Ground) on orders $55+. The order total must reach the minimum amount after any applied promotions to be eligible.
What if I entered the incorrect shipping address?
Contact our customer service team at firstname.lastname@example.org with your name, order number and updated shipping address ASAP. We will update your shipping information in the case that your order has not yet been released to the warehouse yet.
When will by order be delivered?
We ship UPS exclusively from our warehouse in New Jersey. All orders are subject to a 4-5 business days order processing timeframe before being released to the shipping carrier (regardless of delivery speed selected).
How can I track the status of my order?
You will receive an automated confirmation email once the order is placed. Once the order ships you will receive an email with UPS tracking information. Please check your junk folder if these emails are not received. Reach out to email@example.com to request an email resend.
My order says delivered, but I didn’t receive it. What do I do?
Sometimes UPS marks packages as delivered before it makes it to your doorstep, please allow an additional one to two business days for delivery. Be sure to also check the entire premise of your home and ask neighbors if they received your package in error. If you still have not received it after the above, please email us at firstname.lastname@example.org.
Why was my order bounced back and refunded?
If your package bounces back it may be a result of an invalid/incorrect or P.O. Box address provided at the time of order placement. In these cases, we will issue a refund for the merchandise only to the original form of payment.
I have a damaged item, what do I do?
All of our charms and accessories have a 1-year warranty, which means we’ll replace the damaged item within a year from the time of purchase. Email email@example.com with your order number, a photo of the damaged item, and shipping address (NO P.O. Boxes and US only) for us to review. Surprise bag charms are excluded from this replacement policy and subject to a refund if photo is provided. We can only issue a replacement if the item was purchased directly through our website. If it was purchased in store with one of our wholesale partners, you must contact the store so they can replace the damaged item for you.
What if I am missing items from my order?
How do I make a return?
I would like to partner with CHARM IT!. How do I get in touch?
How do I contact customer service?
Email our team at firstname.lastname@example.org. We reply to ALL customer service emails within 2 business days (most of the time much sooner). If you haven’t received a response, please check your junk folder. We would never leave our customers hanging!