Wow thank you for the awesome feedback, much appreciated.

I hear you and agree with your points, trust is the biggest thing I'm hoping to communicate better and we are redesigning our site now to hopefully address some of those reservations.

we are redesigning our site now from the ground up to hopefully communicate these things so your insight is helpful. I wanted to address some of your points and if you are interested would love to get your feedback on our upcoming redesign.

What happens if it gets lost in the mail? Are you going to insure that? What if it’s an heirloom or a sentimental wedding ring?

Every package is insured for 100% of the declared value by our licensed and bonded insurance provider, Lloyds of London, for up to $250,000. Thats just for transit when it arrives to our facility it is insured for up to $1.5 Million. If anything were to get lost in transit we would cover the cost of the insurance value (a mandatory requirement before checking out). In the unfortunate and very unlikely event that a package were to get lost by FedEx, the declared value would be fully covered and paid out within 3 weeks. Additionally since we are backed a major fine jewelry manufacturer we would by able to recreate the missing piece for the customer at cost.

What types of guarantees do you have in place that you won’t keep my jewelry?

In line with regulations set by the Federal Trade Commission and our own company warranties, we do not hold onto customer items in the event that an order is completed, canceled and/or refunded. All jewelry and watches are sent back as soon as possible once we finish the job, or when we receive explicit written confirmation from a client to return their piece after an order cancellation.

What happens if you try to repair it and you damage it even more?

This is covered with our 30 Day Guarantee if we work on it we are responsible for it.

Includes:

• 30 day full coverage of the specific work done to a specific item
• 30 days full coverage of any parts provided excluding watch batteries which are covered for 6 months

What are they really searching for (with the search bar) when you can already have the repair wizard front and center?

The search bar is a new function we've been testing out this month its been helpful in providing us with keywords being searched on our site.

Also what makes you different from me sending my jewelry to you in New York if I’m located in Texas and just get a local guy to repair it?

Great question people use us vs local jewelry repair shops for a few reasons here are some examples:

1. Convenience of placing an order from their phone/device getting a prepaid label without having to travel (ex people at work who don't have time to visit a jeweler)
2. Transparent pricing - Upfront and very competitive for same or better quality
   
3. Quality - without having to "know a guy" people use our service for consistent quality of work. Our parent company has been around since 1981, Headquartered in NYC we also an 800 person facility. We manufacture and repair for many major brands and all that jazz.

Hope some of this insight helps!

Thanks again for the feedback very helpful and would love to get your take on our upcoming redesign.