FAQ

Q: How does Sezzle work?
A:
We're glad you asked! Click here for more info on Sezzle.

Q: Am I able to place a custom order for jewelry not seen on the site?

A: Yes! If you have a specific piece in mind by one of the companies you see on our site, please feel free to reach out to us at info@perfectimage.ca with the details of the piece, and we will get back to you with a quote and more information on how to place your custom order.

Q: Does your jewelry have a warranty?
A: Yes! All jewelry is covered by a manufacturer's lifetime warranty, which includes defective or damaged jewelry. This does NOT include loss of any component of the jewelry. If you would like to make a claim, please reach out to us at info@perfectimage.ca with a photo of the defective/damaged jewelry, as well as proof of purchase.

Q: How do I care for my jewelry?
A: Once your piercing is healed, we recommend removing your piercing jewelry once every few weeks to gently clean it with a soft-bristled brush and a mild soap & warm water solution, to remove any build-up. If your piercing is not yet healed, do not remove the jewelry to clean it, simply clean it with a sterile saline solution while you are cleaning your piercing. 

Q: How do I install threadless jewelry?
A: Take a look at this handy lil diagram we made here!

Q: How do I know what size jewelry is right for me?
A: We highly recommend visiting your local reputable piercer to have them assist you in determining the appropriate size of jewelry for your piercing. You can visit us at any of our locations listed here and we would be more than happy to help! If you aren't able to visit a studio, please refer to the information below for assistance in choosing. PLEASE NOTE: All of our jewelry is non-refundable and non-exchangeable for hygienic reasons, so please ensure you are ordering the correct size!

When referring to the size of the jewelry, there is the gauge of the jewelry, and the diameter of the jewelry.

The gauge of the jewelry is the thickness of the post/hoop that goes through your piercing. Please note that gauge sizes work backwards, meaning the lower the number, the thicker the post. For example, an 18 gauge post is thinner than a 16 gauge post.

 GAUGE THICKNESS IN MM
20g 0.8mm
18g 1mm
16g 1.2mm
14g 1.6mm


The diameter of the jewelry is the length of the post (in the case of a stud), or the distance from one side of the hoop to the other, measuring through the center. 

DIAMETER IN INCHES
  CONVERSION TO MM
1/4"
6.4mm
5/16"
7.9mm
3/8"
9.5mm
7/16"
11mm
1/2"
13mm
9/16"
14.3mm
5/8"
15.9mm

 

What is Route and Green Package Protection?
Route's Green Package Protection is a package protection solution that helps cover your order in the event that your order gets lost, stolen, or damaged while in transit while also protecting the planet. We know how frustrating it is to have something happen to your order, so we’ve partnered with Route to offer added assurance that you’re supported, no matter what. Green Package Protection can be added during checkout.

Every time you add Green Package Protection to your order, Route donates to support an
agroforestry initiative that removes CO₂ from the air and promotes a flourishing ecosystem. 

You can also utilize the Route App to visually track all of your online orders in one place and easily file a claim with their team. Whether you’re tracking via the Route App or online Route’s real-time shipping updates keep you in the loop throughout every part of your delivery. Haven’t downloaded the app yet? Download here

Purchased Route's Green Package Protection and looking to file a shipping issue online? File here

What is Carbon Neutral Shipping?
Route is covering the cost to neutralize shipping emissions when you add "Green Package Protection" at checkout. "Green Package Protection" Shipping includes package protection at the same cost as before, with the additional benefit that your shipment is carbon neutral. By adding Green Package Protection to your cart, you're automatically taking instant climate action – no donation required.

How does Green Package Protection/Carbon Neutral Shipping work?
Route has partnered with Patch, a carbon credit marketplace, to facilitate the purchase of carbon credits to neutralize your emissions. Carbon credits represent a certified unit of carbon removal or avoidance delivered by environmental projects that can be purchased to naturally remove carbon from the air. Patch is a high-integrity carbon removal project that is vetted and certified by organizations like Gold Standard, Verra, Climate Action Reserve, and The American Carbon Registry.

Where is My Order?
Once your order has been fulfilled by our team, a shipping confirmation with a tracking number will be emailed. You can download  Route’s mobile app for iOS or Android to visually track your package and receive real-time notifications on its estimated delivery.

How Does Route Work?
If your Route-protected order ends up lost, damaged, or stolen, Route’s expert support team helps ensure that your order gets replaced or refunded as preferred. Claims will be reviewed for approval within 1-2 business days from filing.  

Need to file a claim?  File here

How Does Route Process Refunds or Reorders?
Refunds: When refunding an item, Route covers the subtotal, shipping, and taxes if the merchant has Automatic Issue Resolution enabled.  

In both cases, the Route Premium cost will not be refunded. 

Reorders: Route will reorder the items, depending on in-stock availability. Unavailable items will be refunded. Route will cover the cost of any reorders including shipping, taxes, and Route Shipping Protection.

When Should I File a Claim?
Marked As Delivered (Stolen)

  • Claims will be reviewed no earlier than 5 calendar days and no later than 30 calendar days from when it was marked delivered. 
  • Please note, some order issues may require a police report to be filed.

Stuck In Transit (Lost)

  • For domestic orders, claims will be reviewed no earlier than 2 calendar days and no later than 30 calendar days from the last update. The maximum filing time is 365 days from the order date.
  • For international orders, claims will be reviewed no earlier than 20 calendar days and no later than 30 calendar days from the last update. The maximum filing time is 365 days from the order date.

Damaged

  • Claims for damaged items require photos of the packaging and item(s) and must be filed no later than 30 calendar days from when it was marked delivered.

All of Route’s policies are listed here

What if My Order Never Arrives or is Stolen?
Route definitely helps cover these instances! To protect your order against loss or theft, add Green Package Protection at checkout. 

If your order has not arrived, please file a claim with Route here. 

What if My Order Arrives Damaged?
Route covers damage as well! To protect your order against damage that occurred during shipping, add Route Protect at checkout. 

If your order has arrived to you damaged, please take photos of the item and the packaging it arrived in to include in your claim when filing. 

You can file a claim with Route here.

If your order has defects or you suspect it was damaged during manufacturing, please reach out to us and we will be happy to work with you to remedy the situation.

How Do I File a Claim for my Lost, Damaged, or Stolen Order?
If you insured your order with Route at checkout, you will receive a confirmation email from Route with a link to file a shipping issue. 

You can also file a shipping issue on Route’s app or via the web here. To file a claim, you will need your store order number OR Route ID number and the email address that was attached to the order.

Haven’t downloaded the app yet?  Download here

What are Route’s Terms and Conditions? 
Route’s terms and conditions are listed here: https://route.com/terms-and-conditions/

Is Route a Licensed Insurance Company?

While Route itself is not an insurance company, Route is authorized to provide access to shipping insurance. It does this through its entity, Safe Order Solutions, which is licensed to sell the shipping insurance issued by Seg Insurance Ltd. This makes Route's Protect product legal and compliant for brands to offer as shipping insurance to their customers.

 

 

Have a question you don't see here? Feel free to drop us a line at info@perfectimage.ca  and we will get back to you as soon as we can :)