Frequently Asked Questions
DOES PEARL FACTORY SELL CORAL JEWELRY?
Coral jewelry was an important part of Pearl Factory for many years. While we enjoyed sharing the beauty of this unique gemstone with our customers, it became very clear to us that the ever-increasing harvest of coral is detrimental to the delicate ocean environment.
Treasure-hunting divers, uncontrolled harvesting, pollution, and climate change have all contributed to the decimation of our naturally occurring coral beds on the ocean floor surrounding the Hawaiian Islands.
In 2005, Pearl Factory made the decision to cease all manufacture and sales of coral jewelry. While some questioned the economic sense of our decision, we felt then as we do now, that we are all responsible for the stewardship of our environment and must act, in any way we can, to protect it. We are therefore asking jewelers everywhere to stop the advertising and selling of coral jewelry, and we ask that consumers cease purchasing this precious, endangered resource.
Pearl Factory has called Hawaii our home since our beginning in 1924. We are blessed to be a part of these beautiful islands, and want to preserve their beauty to be enjoyed by families, friends and our visitors for generations to come.
I PURCHASED A PEARL FROM A PEARL FACTORY STORE. HOW CAN I NOW HAVE IT MOUNTED?
To order a Pearl Factory Setting and have your pearl mounted, with no additional charge for labor, simply follow these instructions:
- Find the perfect Setting for your pearl on the Pearl Factory website
- During checkout, enter the following in the Customer Comments field: I am sending you my pearl to be mounted in this setting
- Complete your order for the desired Pearl Factory Setting
- You will receive an Email with your Order Confirmation number
- Please include your Name, Address, Telephone Number, Email Address, and Order Confirmation number and send us your pearl, securely packaged, to:
Attention: Customer Service
3049 Ualena Street, 12th Floor
Honolulu, HI 96819
Once received, we will set your pearl in your desired Pearl Factory Setting, to be completed in approximately 2–3 working days.
HOW DO I OPEN A PEARL FACTORY GIFT OYSTER?
The pearl oyster has a visible "top" and "bottom". The side that is visibly longer than the other is the "bottom", while the shorter side is the "top".
Place the pearl oyster on a stable surface, on a towel, with the "bottom" (long side) down.
Using a dull knife, insert the knife blade into the shell indentation on the right side of the oyster with a slight downward motion. Slide the knife blade across the oyster's opening from right to left with downward motion, stopping at the edge of the back of the oyster.
Open the oyster shell and locate the pearl in the body of the oyster. Remove and clean the pearl with a soft, damp cloth and table salt.
I SAW AN ITEM THAT I LIKED IN ONE OF YOUR STORES, BUT I CANNOT FIND IT ON THE PEARL FACTORY WEBSITE. HOW CAN I ORDER IT?
We feature our most popular and requested items on our website. If there is something that you are looking for that you cannot find on our Pearl Factory website, one of our Customer Care Representatives will be very happy to answer any questions that you may have or help you purchase the item over the telephone. When placing your call, we kindly ask that you provide us with the item description or item number. You may place your order by contacting Pearl Factory Customer Service at 1-800-260-3912. Should you have additional questions, please email us at CustomerService@Pearl-Factory.com.
IF I PLACE MY ORDER ONLINE OR OVER THE TELEPHONE, HOW SOON WILL I GET IT?
Most Pearl Factory finished jewelry orders received by 10:00 AM (Hawaiian Standard Time) Monday through Friday will be shipped by the next business day. Orders received on Saturday and Sunday will be shipped by the following Tuesday (excluding some holidays). FedEx delivery is Monday through Friday (excluding some holidays). In the event that your order may be delayed, we will contact you by email or telephone to inform you.
WHAT FORMS OF PAYMENT DO YOU ACCEPT ON YOUR WEBSITE?
We accept the following credit cards, with U.S. or Canadian billing and shipping addresses, for purchases made on our website:
Visa, Master Card, American Express, Discover Card, JCB, and Diners Club
WILL I BE CHARGED SALES TAX WHEN I PLACE AN ORDER ONLINE OR OVER THE TELEPHONE?
Sales tax will be charged for online and telephone orders as dictated by the state where the order is shipped, which includes states where Pearl Factory does not maintain a physical presence. States where Pearl Factory does maintain a physical presence include Hawaii, California, Colorado, Florida, Illinois, Massachusetts, Nevada, New York, Pennsylvania, Texas, Virginia, and Washington.
DOES PEARL FACTORY SHIP TO LOCATIONS OTHER THAN THE UNITED STATES AND CANADA? I DO NOT SEE MY COUNTRY LISTED ON YOUR WEBSITE CHECKOUT PAGE.
If you would like to ship your order to an address outside of the United States or Canada, we will do our best to accommodate you.
For online and telephone orders, we are not able to accept credit card payments with billing or shipping addresses outside of the United States or Canada. In these instances, we do require payments to be made via bank wire transfer.
Please send an email to CustomerService@Pearl-Factory.com with the item description or items number that you would like to purchase, your shipping address, your email address, and your telephone number and one of our Customer Care Representatives will promptly contact you with wire transfer instructions.
DO YOU SHIP ORDERS TO APO/FPO ADDRESSES?
USPS is required for shipping to P.O. Boxes and APO/FPO delivery addresses. Pearl Factory provides Free Shipping (via USPS) on orders of $200.00 or more to APO and FPO addresses as our way of saying Mahalo Nui Loa (Thank you very much) to members of our U.S. Military.
While USPS states that Priority Express Mail service will arrive two days after shipping, delivery will vary to APO/FPO addresses, depending on the location and during the holiday Season.
I WILL NOT BE HOME WHEN MY ORDER IS SCHEDULED TO BE DELIVERED. CAN I REQUEST THAT FEDEX DELIVER MY ORDER IN THE EARLY EVENING WHEN I AM HOME, OR CAN MY ORDER BE DELIVERED WITHOUT MY SIGNATURE BEING REQUIRED?
Na Hoku, Inc. regrets that we cannot request specific delivery requests from FedEx or USPS.
Due to the high-value nature of jewelry, it is our policy to require a signature upon delivery of all orders. If you wish to waive this requirement, you must agree to take full responsibility for the order being left on your doorstep by FedEx or USPS without securing your signature as proof of delivery. Neither Na Hoku, Inc. nor the delivery service will be responsible for the security of orders delivered in this manner.
MY ORDER IS A SURPRISE GIFT FOR A PERSON WHO MAY SIGN FOR THE PACKAGE WHEN IT IS DELIVERED. CAN YOU PLEASE BE SURE THAT “PEARL FACTORY” ISN'T WRITTEN ON THE PACKAGE SO IT DOES NOT SPOIL THE SURPRISE?
“Pearl Factory” does not appear on our shipping labels. For identification purposes; our shipping labels read "NHI".
CAN I PURCHASE A HALF PAIR OF EARRINGS?
Depending on the style and availability, Pearl Factory can often accommodate telephone orders for half pairs of earrings. When placing your call, we kindly ask that you provide us with as much of the purchase information as possible (item description, item number, sales ticket number, and/or date of purchase). You may place your order by contacting Pearl Factory Customer Service at 1-800-260-3912. Should you have additional questions regarding a half pair order, please email us at CustomerService@Pearl-Factory.com and one of our Customer Care Representatives will be very pleased to assist you with your inquiry.
I HAVE LOST THE BACK OF MY PEARL FACTORY EARRING. CAN I PURCHASE A REPLACEMENT FROM YOU?
Depending on the style and availability, Pearl Factory can often accommodate telephone orders for replacement earring backing, or ear nut, replacements. When placing your call, we kindly ask that you provide us with as much of the purchase information as possible (item description, item number, sales ticket number, and/or date of purchase). You may place your order by contacting Pearl Factory Customer Service at 1-800-260-3912. Should you have additional questions regarding an earring backing order, please email us at CustomerService@Pearl-Factory.com and one of our Customer Care Representatives will be very pleased to assist you with your inquiry.
To prevent the stripping of threaded posts, which causes the ear nuts to sit loosely and potentially fall off, we recommend the following:
- Gently screw the ear nuts on the Keiki earrings until they are locked and securely tightened all the way (avoid any pushing)
- Ensure that the ear nut is unscrewed completely when removing the earrings (avoiding any pulling on the threaded post)
- Please note that removing the earrings too often may cause some stripping over time
AN ITEM I PURCHASED FROM PEARL FACTORY REQUIRES REPAIR OR RESIZING. CAN YOU PROVIDE A QUOTE?
We do require an evaluation of your item in order to recommend the necessary repairs. Once evaluated, Pearl Factory Customer Service will contact you to confirm if the repair will fall under Pearl Factory's lifetime warranty against defects in materials or workmanship. You will be provided all applicable options at this time, including the time it will take to complete your repair, the cost for the repair (for non-warranty repairs), and the cost of return shipping.
If you would like to send your Pearl Factory jewelry for repair or refurbishment, please ensure that it is packaged securely with instructions containing the following information:
- Your name
- Return shipping address
- Telephone number
- Email address
- A copy of the receipt or receipt information (required for warranty repairs)
- A description of the repair/refurbishment needed
Please insure your package for the purchase price and mail it to:
3049 Ualena Street, 12th Floor
Honolulu, HI 96819-1942
DO YOU OFFER PEARL FACTORY GIFT CARDS AND CAN THEY BE USED ON YOUR WEBSITE?
We currently offer Pearl Factory Gift Certificates that can be purchased in our stores or by calling Pearl Factory Customer Service at 1-800-260-3912. Pearl Factory Gift Certificates are redeemable in our stores and by calling Pearl Factory Customer Service.
You can use your Pearl Factory Gift Certificate towards an item you have seen on our website. We ask that you contact our Customer Service team to redeem your Pearl Factory Gift Certificate. You may place your order by contacting Pearl Factory Customer Service at 1-800-260-3912.
ARE THE PRICES IN YOUR PEARL FACTORY STORES LOCATED IN HAWAII LESS THAN IN YOUR PEARL FACTORY STORES ON THE MAINLAND?
Our prices are the same in all of our Pearl Factory stores, whether you are at our Pearl Factory location in Las Vegas, Nevada or at our Pearl Factory location on Front Street in Lahaina, Maui. Our jewelry selection may vary depending on the size of our Pearl Factory store, but you will always receive the same price and the same wonderful customer service in all of our Pearl Factory locations.
DO YOU EVER HAVE SALES IN YOUR STORES OR ON YOUR WEBSITE?
Pearl Factory has never held a “sale" and will likely never have any “sales” in the future.
Many companies will inflate their retail prices and then offer a discount thus creating a false “sale” price. At Pearl Factory, we offer our customers the best price on our jewelry at all times.
Pearl Factory customers can shop with confidence knowing that our jewelry will be at the same fair price every day of the year.
We believe that our method of fair pricing is part of our commitment to provide our customers with excellent service, consistency, and the finest Hawaiian and Island lifestyle jewelry available.
DO YOU HAVE AN UPGRADE PROGRAM WHERE I CAN TRADE-IN SOMETHING THAT I PREVIOUSLY BOUGHT FROM YOU FOR A NEW ITEM?
Our stores offer only new jewelry, so we do not have a trade-in or buy-back program for pre-owned jewelry.