Frequently asked questions

REPAIRS AND STORE SERVICES FAQ
- Can I have the chain on my Bear pendant shortened/lengthened?
  
  Yes. There is no cost to have the chain shortened if your item is a new purchase. If a new clasp is needed once the chain is shortened, there will be a fee for the new clasp. There may be a cost to have a chain lengthened, depending on the length desired and the cost per inch of the chain. Shipping and handling fees may apply.
- I lost one of my Bear earrings. Can I buy just one earring to replace the one I lost?
  
  Yes. The price of one replacement earring is half of the full price pair. We recommend sending us the remaining earring so it can be polished to match the one you are buying. Shipping and handling fees apply. You may mail your earring to:
  
  The Golden Bear
  Attn: Repairs
  
  FedEx or UPS:
  51 Eagle Road, Bldg #4
  Avon, CO 81620
  
  US Mail:
  PO BOX 5060
  Vail, CO 81658
- Do you sell replacement watch bands & batteries? How long does it take to repair a watch?
  
  Yes, we do sell replacement watch bands and batteries. More complex repairs are sent to the manufacturer and take approximately 6-8 weeks to complete.
- Can I apply my gift certificate toward an online purchase?
  
  To redem your gift certificate please call us at 1-800-338-7782 to place an order. We do require all gift certificates to be sent in for redemption.
ORDERING FAQ
- How do I make a return/exchange?
  
  We will gladly refund or exchange Golden Bear merchandise in original condition with a receipt within 30 days of purchase. We will also accept sale merchandise within 14 days of purchase. Gift recipients will receive a non-refundable merchandise credit. Shipping charges are non-refundable. Please ship your merchandise insured with return receipt requested, to one of the addresses listed below:
  UPS/ FedEx
  51 Eagle Road, Building 4
  Avon, CO 81620
  USPS
  PO Box 5060
  Vail, CO 81658
  Please note, the cost to ship the merchandise back to us is the customers responsibility. If the item is an exchange, we will gladly ship your exchanged item (s) ground at no charge to you.
- What happens with my credit card number once I submit my online order?
  
  Security is a primary concern for The Golden Bear. Your credit card number is submitted to us using SSL (Secure Sockets Layer) technology. We do not store your credit card information in our database.
- Can I charge my order to multiple credit cards?
  
  Only one credit card is accepted when purchasing online. If you would like to charge your order to multiple credit cards, you must call 1-800-338-7782 to place the order. The customer's name must be on all credit cards provided for billing.
- Why doesn't my order confirmation provide me with an order number and tracking number?
  
  Order and tracking numbers are assigned after your order is received and your package has been prepared for shipping. After your package has been shipped, you will receive a confirmation email with this information.
JEWELRY EXPERT AND CUSTOM DESIGN
- Custom Design Information
  
  All custom jewelry requests will be reviewed by our studio manager for approval. Only pieces that we feel represent The Golden Bear accurately will be approved. Please allow 1-2 weeks for approval. If your piece is approved, an estimate will be given at that time. Prices will vary depending on the materials and time needed to create the desired piece. All custom pieces are final sale. Please e-mail your custom jewelry requests to info@thegoldenbear.com.
- Do you offer engraving?
  
  For information on engraving, please call customer service at 1-800-338-7782. Please allow up to 4 weeks for custom engraved orders.
  
  We offer the following fonts (shown below) for our custom engraved items:
  1) 1st line is Roman 4
  2) 2nd line is Shadow Fill
  3) 3rd line is Script
- About our Signature Bears
  
  Our Golden Bears are made by using the ancient process of lost-wax casting. A wax Bear model is made and covered with a plaster mold. The wax is then melted and the mold is filled with molten metal. The mold is later removed and we are left with a metal Bear casting. Voila! A Golden Bear is born!
- About our Forged Gold Jewelry
  
  Our collars, cuffs and hoops are created by skilled metalsmiths who turn thin sheets of gold into magnificent pieces of textured jewelry. An anvil, or heavy block of iron or steel with a smooth flat top, is used to shape and hammer our cuffs and collars. Even the little Golden Bear that adorns the back of each piece is cast and polished by hand. Measurements may vary slightly since pieces are handmade.
- About our Sterling Silver Jewelry
  
  To create a silver alloy strong enough to work with, a small percentage of copper was added to fine silver to create what is now known as sterling silver. Today, sterling silver is most commonly used for making jewelry, flatware and holloware.
  Our skilled metalsmiths hand-forge or hammer our silver cuffs and hoops to create the textured look of silver metal. Literally hundreds of blows with the hammer are needed to create the desired effect and texture of each piece.
  Our silver Bear pendants are hand-cast using the ancient process of lost-wax casting. During this process, a wax mold is used to shape molten silver metal into our classic Bear design. Once polished and shined, we are left with the smooth, sleek finish of our charming silver Bears.
- About our Two-Tone Jewelry
  
  Sterling Silver and 14k Gold are combined to create the casually elegant look of our Mixed Metal or Two-Tone pieces of jewelry. Each 14k gold Bear is hand-cast and then carefully soldered onto hand-worked pieces of sterling silver jewelry. The perfect combination.
- About our Pavé Diamonds
  
  This diamond-setting process requires patience and delicate workmanship. Tiny holes are expertly shaped by hand to hold diamonds, which are safely held in place by the surrounding gold. Exposed gold surfaces are then textured into a beaded finish and edges are polished to shiny ribbons of gold. Dazzling!
  Our pavé Golden Bears and squares are set with full-cut, .015-carat round Melee diamonds graded GH in color and VS in clarity. All carat weights are approximate.
  A lot of time and care is put into the making of our pavé; pieces. On average, it takes about a day for one of our skilled diamond setters to make one Pavé Mama Bear necklace.
- About our Eternity Jewelry
  
  Diamonds have been added to the top and sides of this Bear, making it more curvy and voluptuous. Each Bear is hand-cast in 18k yellow or white gold and is set with 45 Melee diamonds, measuring .015 carat each and graded GH in color and VS in clarity. Only 2000 pendants will be made. A must-see: The new Mama Eternity Bear Pendant, radiant with 93 hand-set diamonds!
- How to Wear the Bear
  
  It is tradition to wear your Golden Bear pendant facing your heart as a symbol of your connection to the Vail Valley and the memories created here. Golden Bear earrings are intended to be worn with the Bear's nose facing your cheek. While we encourage you to wear your jewelry in the manner most comfortable for you, be prepared for a gentle reminder if you are seen wearing the Bear another way in Vail! As for our bracelets and rings, it comes down to sheer preference.
- Ring Sizing Information
  
  Ring sizes vary according to style but generally run between sizes 4-10. If you are unsure of your ring size, you may visit our store to get sized or print a ring sizing chart at home. Custom sizes are available; please allow 4 to 6 weeks for a custom ring delivery.
SHIPPING FAQ
- Will The Golden Bear ship to an international address?
  
  Currently, we are only able to accept orders with shipping addresses to the United States.
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