Frequently Asked Questions

Below are just a few of the questions that we answer every week at Steven DiFranco Jewelers

Do you do all your jewelry repairs in the store?
Yes we do. We have the most technologically advanced repair and manufacturing shop in northeastern Ohio, and the knowledgable staff to use this technology properly.  Our equipment list consists of, but not limited to: Laser welder, laser engraver, 4 axis cnc mill, computer controlled casting oven, automated finishing machines, plating machine, and more.  We also have four professional jewelers on staff to take care of all your jewelry repair needs.  On the extremely rare occasion that your jewelry needs to leave our store (Gemstone and Diamond Cutting as examples), you will be asked permission before shipment.

How long does it take for Steven DiFranco Jewelers to repair jewelry?
As a general rule, ten to fourteen business days (Monday through Friday). This can take longer if parts need to be special ordered or made.  Depending on our repair work load, it also may take slightly less time.  We take in 100 to 200 repair jobs per week, so some patience is needed.

Why does it take this amount of time to repair my jewelry?
We go through about 100 to 200 repair jobs per week and we take them in the order that they came in on.  The exceptions are when we sell an engagement ring or wedding band, they move to the head of the list, after all we are "the engagement ring and wedding band store"©!

What if I want my jewelry repaired while I wait?
As a general rule, we can perform most repairs while you wait.  Call ahead to make sure our work load will allow rush repairs on the day you desire.  There will be an increase in the repair charge for a "while you wait appraisal" or "while you wait repair" because to stop every other job that we have in the shop just to work on your repair costs us more to do, hence the increase in repair fee.  Give us a call and ask about our Pit Stop Lightning Fast jewelry repair program.

Is my jewelry or watch insured while it is at Steven DiFranco Jewelers?
 Our insurance is a supplement to your insurance. If you have no insurance, our insurance becomes the primary insurance.  This is why we ask for "your estimate of value" when we take a piece of your jewelry in for repair.  We take every precaution humanly possible to safeguard your valuble jewelry.

Why do you ask me for the value of my jewelry/watch at repair take in?
We need to know your value of the jewelry or watch that you are leaving with us for repair so we can make sure that there is insurance on your valuable item/items while they are in our store.  We cannot help you with the value as by our insurance companies rules, this would be a verbal appraisal.  We are not permitted to give verbal appraisals, as verbal appraisals are worthless in their accuracy, no matter who tells you.

Why do we charge for a jewelry appraisal?
We employ a GIA graduate gemologist to perform a proper and accurate appraisal on your jewelry.  To be a graduate gemologist costs thousands of dollars along with many years of time and study.  Not only that, but the mobile gem lab that is used to perform a proper detailed appraisal costs close to $10,000.  The reference books cost as much as college text books and you need quite a few of them too.  As with all jobs, giving away services is not the proper thing to do (you don't do your job for free, do you?).  A proper and accurate professional appraisal takes time to perform correctly.  A "free" verbal appraisal is not accurate and unacceptable for insurance purposes.

Click HERE to go directly to our Appraisal Information page to learn more about our appraisal process.

How often should jewelry be re-appraised?
All jewelry appraisals should be reviewed at least once per year.  Given the volatility of the precious metal markets, this is a necessity.  We will update your appraisal for FREE so take advantage of us.

What is the warranty on watch repairs?
Only if it is a complete overhaul, there is a six month warranty.

What is the warranty on jewelry repairs?
Unless stated otherwise, there is a one year warranty.

What is the NSF/returned check fee?
Unfortunately, it is $50.00.  The bank fee and a time study has determined this cost.  We do not make a profit on NSF/returned check fees.

Why can't we open our front door before or after stated business hours?
Due to the high value of our stock and the value and importance of our customer's jewelry, our insurance company has limited our ability to open our doors either before or after business hours.  We are sorry for the inconvenience, but our hands are contractually tied by our insurance company.

Does Steven DiFranco Jewelers sell it's customer list or share customer information?
Not only do we not sell, trade, or release any customer information, we take every reasonable precaution to safeguard your personal information.

Do you save credit card information in your store's computer?
We do not save your credit card information in our computer or anywhere else.  As a matter of fact, if you would call in a payment or order, we completely destroy the credit card information once the payment has been made.

How long do new prongs or a new head last before needing more repair?
As a general rule, 7 to 10 years under normal conditions, less under harsh conditions, and longer under very good conditions.

I saw an ad in a magazine showing "super glue" being used to tighten diamonds and gemstones. Is that how it is done in a jewelry store?
No, No, No!!!! You NEVER use super glue to tighten gemstones or diamonds!!!!  Proper tension from the prongs or bezel is the only proper way to tighten gemstones.  "Super Glue" could also damage some fragile gemstones.

Can toothpaste be used to clean jewelry?
Again, No, No, No!!!!  Toothpaste will scratch the metal in your jewelry and it can scratch some sensitive gemstones.  I don't care what the people on TV say, never use toothpaste or any abraisive material to clean your jewelry.  Let us professionally clean your jewelry, it's FREE, so why not?

Can you special order jewelry or watches that are not in stock?
As long as we have access to the jewelry or watches by being a dealer, yes we can.

When do you special order, and how long does it take?
We place special orders at least twice per week.  Special orders can take from one day to six weeks, depending on the vendor and circumstances.

Does Steven DiFranco Jewelers have more than one location?
Even though we only have one location in Willoughby Ohio, we ship merchandise on a weekly basis to our customers around the country.

Can I return or exchange a custom made or modified piece of jewelry from Steven DiFranco Jewelers?
Since the piece was custom made or modified especially for you, it can not be returned or exchanged.

Where is the TV remote?
As much as we pride ourselves on "over the top" customer service, unfortunately, we can't help you on this one.  Dude, you're going to have to take some responsibility for your own stuff.  My TV remote is usually jammed between the cushion and arm of my recliner with a dog on top of it.  Try there first before asking your wife and making a fool out of yourself.

Can I return a special ordered piece of jewelry from Steven DiFranco Jewelers?
No.  All special orders are non-returnable or exchangeable.  Keep in mind, that some special ordered merchandise is manufactured specifically for you, making it unable to be returned to the company and very difficult to resell.

Does Steven DiFranco Jewelers offer cash refunds or credit card credits? 
 We do not give cash refunds or credit your credit card upon a proper return.  We do not use as big of a profit margin as a "mall" store, so the luxury of cash refunds and credit card credits are not possible.

What if I want to cancel a layaway?
As long as the merchandise was not special ordered or worked on, you can cancel a layaway and get your deposit back within 30 days.  After that your deposit could be lost unless you change the item that you have in layaway and apply the deposit to the new item.

What if I want to have Steven DiFranco Jewelers make a donation to a charity or organization? 
Our corporate policy on this topic is to first and foremost support the community that supports us.  That is why we are a strong supporter of the Willoughby Food Pantry right here in Willoughby.  Click HERE to go directly to our Community Support Information page.

How often should I have the prongs on my jewelry inspected? 
At least twice a year is best.  More often if your job is rough, or you wear your jewelry while "playing hard".  At Steven DiFranco Jewelers, cleaning and checking the prongs on your jewelry is free, so why not do it often?  You can also pick out some new jewelry for your husband to buy you.

Does Steven DiFranco Jewelers sell extended warranties?
We do not sell extended warranties on the jewelry that we sell.  As a matter of fact, we don't think that extended warranties on jewelry is a good idea at all.  These warranties are set up to fail by the companies that offer them.  You are required to have the jewelry inspected at regular intervals to keep the warranty in place.  If you don't your warranty is void and you are out your hard earned money.
This is a great money maker for the company offering the warranty, and a great money waster for you.  Be sensible and bring your jewelry into our store a couple of times per year for a proper inspection, this inspection is free.  This good habit will reduce your maintenance costs dramatically.
We offer a FREE one year warranty on all our jewelry.  One customer told me that a "mall" chain store only offered a free 60 day warranty, and if they wanted a longer warranty they would have to pay for it.  At Steven DiFranco Jewelers, we feel that this is wrong.

Does Steven DiFranco Jewelers engrave merchandise that is not bought here?
Yes we can engrave jewelry, watches, and clocks bought from other stores.  If the surface chips, cracks, or gets damaged in any way, we are not responsible for the damaged merchandise.  We take the utmost care in engraving all items, but there are occasional problems that we are not responsible for.

Does Steven DiFranco Jewelers repair jewelry that is not bought here?
We sure do!  Many times a day we have to repair jewelry that has not been bought here.  In some cases, it is because of wear and tear, damage, or to fix a poor repair job from another jewelry store.  We have the most technologically sophisticated repair facility in Northeast Ohio, along with the best people to work in our shop.

How do I track my online order?
All you have to do is give us a call and we'll track it for you.  We can also provide you with the tracking number via email.

When will my online order be shipped?
Online orders received by 10:00 AM should be shipped the same day either via USPS.

Do I have to pay sales tax for items purchased outside the State of Ohio?
All sales purchased from and shipped to all addresses will be charged the current Ohio State sales tax.

Why does your wife yell at you all the time?
This is an easy question.  Usually it's caused by you are a guy and you are always doing stupid stuff.  Guys do that quite a bit.  Buy her more jewelry from my store and she'll yell at you less.  There is no warranty on this, but historically it has worked out very well for our male customers.  Please note that there is no corelation between the cost of the jewelry purchased and how long a guy stays out of trouble.

What happens to any pictures or video taken inside the store?
Steven DiFranco Jewelers reserves the right to make visual and audio recordings on its premises at its discretion.  As a matter of fact, our premises is recorded by video and audio 24 hours a day for security reasons.
This disclaimer is to fully inform all persons of their consent, waiver of liability, and release by entering Steven DiFranco Jewelers premises, as follows:
By entering the jewelry store premises, all persons:
a) consent to photography, audio recording, video recording and its/their release, publication, exhibition, or reproduction to be used for news, webcasts, promotional purposes, telecasts, inclusion on websites, or for any other purpose(s) at the discretion of Steven DiFranco Jewelers and/or designee(s);
b) release Steven DiFranco Jewelers, its officers and employees, and each and all persons involved from any liability connected with the taking, recording, digitizing, or publication of interviews, photographs, computer images, video and/or sound recordings;
c) waive any right to inspect or approve these materials; and,
d) waive all rights to any claims for payment or royalties in connection with any exhibition, streaming, webcasting, televising, or other publication of these materials, regardless of the purpose or sponsoring of such exhibiting, broadcasting, webcasting, or other publication, irrespective of whether a fee for admission or sponsorship is charged.

How long does rhodium plating last on a white metal ring?
With normal wear, rhodium plating will start to show signs of wear in about 3 months.  More aggressive wear can cause rhodium to wear at a faster rate, and more careful wear will allow rhodium to last longer.

Can you rhodium plate my yellow gold ring to make it look like white gold?
In some cases this does work and the ring looks exactly like a white gold ring that has been rhodium plated.  In other cases, the rhodium doesn not totally cover the yellow gold properly.  As a general rule, rhodium plating a yellow gold ring is not advisable.

Why do some watch batteries last longer than others?  Are there "long life" watch batteries that last longer than one year?
There is quite a difference from one watch battery to another, even if they are the same battery number, so you can see one battery lasting longer than another for no apparent reason.  A perfect analogy is the following:  We all put the same gasoline in our cars, right?  Well, if my car gets 30 miles per gallon and your car gets 10 miles per gallon, the difference is the technology in the car, as the gallon of gas is the same.

How long does it take to change a watch battery?
Depending on the watch, it can take from 5 minutes to 15 minutes to properly change the battery in your watch.

Do you offer Golden Buckeye discounts on watch batteries?
Out of respect for seniors, we reduce the price of watch batteries for those seniors with or without a Golden Buckey card.

Can I bring my dog into Steven DiFranco Jewelers?
Yes!  We are very dog friendly here at Steven DiFranco Jewelers!  You can bring your dog into our store anytime.  All we ask is to make sure he or she is properly potty trained.  Unfortunately, I'm (Steve) very allergic to cats and rabbits, so unfortunately they can't come in to the store no matter how cute and snuggly they are.

Does Steven DiFranco Jewelers do clock repair?
We do perform some minor clock repair.  We can exchange some battery movements, straighten some hands, and other minor clock repairs.  It is best to give us a call to discuss the specific problem you're having with your clock before bringing it in to the store.

Does Steven DiFranco Jewelers do restringing of beads and pearls?
We do have an expert restringer on staff to handle all your restringing needs.  Any type of jewelry that is strung on restringing cord should be inspected yearly for security.

Does Steven DiFranco Jewelers cut rings off people's swollen fingers?
Yes we do, and we do not charge for this service.  It can take anywhere from a few days to a few weeks for fingers to come down to "normal" size, allowing us to resize the rings properly.

Please feel free to contact us.

We have jewelry professionals ready to help.

Contact Us