Shipping & Delivery Policy

At Poem, we are committed to delivering your fine jewelry safely, securely, and as efficiently as possible. Because every piece is meticulously made to order, our shipping and handling procedures are designed to protect your investment at every step of its journey.

By placing an order with Poem, you accept the terms and policies outlined below.

1. Fulfillment, Handling & Cut-Off Times

  • Production & Handling Time: 10–15 Business Days (Monday through Friday). Because our jewelry is crafted to your exact specifications, this window allows our master artisans to perfect your piece.

  • Daily Order Cut-Off Time: 5:00 PM Pacific Standard Time (PST). Orders placed after this time will begin processing the following business day.

2. Shipping Methods, Costs & Transit Times

We partner exclusively with premium, reliable couriers, including USPS, FedEx, UPS, and DHL—to ensure your order is managed with the utmost care. We ship within USA, Canada, and Mexico.

  • Shipping Cost: Complimentary (Free) USA, Canada, and Mexico.

  • Transit Time: 1–2 Weeks (Monday through Friday) once dispatched.

  • Note: Total delivery time is a combination of our 10–15 business day production handling time plus the 1–2-week carrier transit time.

3. Secure Delivery & Signature Requirements

To ensure the absolute security of your high-value purchase, all Poem shipments require an adult signature upon delivery.

  • The courier will not leave the package at your doorstep or with a building manager without a signed release from an adult.

  • We strongly recommend tracking your package closely to ensure someone is available to receive it.

4. Address Corrections & Delivery Issues

  • Change of Address: We are unable to redirect or change the delivery address once a shipment is in transit.

  • Incorrect Address Fees: Please double-check your shipping details at checkout. If a package is returned to our facility due to an incorrect or incomplete address provided by the customer, you will be responsible for the full cost of re-shipping the item.

5. Cancellations

Because our pieces are custom made to order, cancellations are only permitted before the crafting process begins or before the order has been dispatched. If your piece has already shipped, please refer to our Returns & Refunds Policy upon receiving it.

6. Damaged or Lost Packages

If you notice any severe visual damage to the outer packaging upon delivery, please document it immediately with photographs before opening and reject the package and contact our concierge team within 24 hours so we can immediately open a claim with the carrier service.

Contact Our Concierge Team

If you have any questions or require special shipping arrangements (such as holding a package at a local FedEx/UPS facility for a surprise proposal), please reach out to us: