FAQS

 Tel: 877-45-44-33
E-Mail: shop@store.uk

 20 Margaret St, London
Great Britain, 3NM98-LK

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on all orders in New York

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for over 24h, every day.

FaQs. General Information

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Q: I placed an order and did not receive a confirmation email. What should I do?

Once orders are placed, a confirmation email will be sent to the email address provided at checkout. Please be sure to double check that your email is correct and complete. If it is, be sure to check your spam folder if you are still having trouble finding it. If your email address is incorrect, please reach out to info@pierceduniverse.com. We would be happy to update it for you and resend the confirmation email.

Q: I want to cancel my unshipped order. What should I do?

If you have placed an order and it has not been shipped. Reach out to us at: info@pierceduniverse.com as soon as possible so that we can cancel the order for you.

Q: I want to cancel my shipped order. What should I do?

Unfortunately, once an order has shipped we are unable to cancel it as the package will have already left our warehouse. If you would like a refund, kindly return the package to the sender unopened. Please note that shipping costs are non refundable and all returns are subject to a 20% restocking fee.

Q: I ordered the wrong item. What should I do?

If your package has not yet shipped, reach out to us as soon as possible so that we can either cancel or adjust the order manually for you.

Q: I received an email that says my package has been shipped/ fulfilled, why haven’t I received it?

Fulfilled and shipped mean that the order has been packaged and dropped off to the post office not that the package has been delivered. Be sure to review your shipment email to determine the shipping method you chose and the delivery times associated with it.

Q: The website says I get free shipping over $30, why was I still charged?

Free shipping is only applied to orders that reach a total of $30 BEFORE taxes and AFTER any discounts have been applied.

Q: Can I Track my Package?

Whether or not a package includes tracking all depends on the shipping method that was selected at checkout. Please see the shipping methods below:

Canadian Orders

Canada Post Standard Shipping (3- 9 Business Days): This shipping method takes 3-9 business days to arrive not including the day that it ships, weekends or holidays. This shipping method does NOT include tracking.

Canada Post Expedited Shipping (2-5 Business Days): This shipping method will take 2-5 business days to arrive not including the day that it ships, weekends, and holidays. This shipping DOES include tracking which will be sent to you via email once your package has shipped.

U.S. Orders

USPS First Class Mail (4-6 Business Days): This method takes 4- 6 business days to arrive not including the day it ships, weekends or holidays and it DOES include tracking which will be sent to you via email once your package has shipped.

Please be mindful that the pandemic has placed a great strain on postal carriers and at times there are slight delays in delivery of packages as a result.

Q: The tracking information for my package says delivered but I haven’t received it. What should I do?

Check your mailbox. All of our packages are delivered directly into the mailbox of the address provided at checkout. For reference, our packages come in small envelopes. Packages will NOT be left on the doorstep.

Be sure to check the address you provided at checkout. Is it complete and correct? Is it missing a unit #? Is the postal code correct?

If all of the information is correct, be sure to contact your postal carrier to determine whether the package was accidentally marked as delivered or if it was delivered to a different address that way they can remedy the issue for you. If all of these steps are followed and the issue remains unresolved, please reach out to us at info@pierceduniverse.com so that we can assist you.

Q: Why has my package not been shipped?

Please keep in mind that we ship out packages within 24 hours Monday to Friday. We do not ship packages on the weekends or holidays as postal offices are closed. If you have ordered a package that includes tracking, the tracking will not be updated until it has been shipped and scanned by the postal carrier.

Q: My order has been confirmed but has not yet shipped and there is an error in the address. What should I do?

If there is an error in your address for an unshipped package please email us at: info@pierceduniverse.com as soon as possible so that we can update it for you.

Q: My package has shipped and there is an error in the address. What should I do?

Unfortunately, once our packages ship we have no way of adjusting the delivery address. If you selected a method that includes tracking you can attempt to reach out to the postal carrier to have them update the address. If the package is returned to us, we would be happy to reship it to the correct address.

Q: I have not received my package, what should I do?

Check your mailbox. All of our packages are delivered directly into the mailbox of the address provided at checkout. For reference, our packages come in small envelopes. Packages will NOT be left on the doorstep.

Be sure to check the address you provided at checkout. Is it complete and correct? Is it missing a unit #? Is the postal code correct?

Double check the shipping method you chose at checkout.
If you have chosen standard delivery through Canada Post, your package will take 3-9 business days to arrive not including the day that it ships, weekends or holidays. This shipping method does NOT include tracking.


If you have chosen expedited delivery through Canada Post, this method will take 2-5 business days to arrive not including the day that it ships, weekends, and holidays. This shipping does include tracking which will be sent to you via email once your package has shipped.

If you are ordering from the US, we offer one shipping method through USPS and it takes 4-6 business days to arrive, not including the day it ships, weekends or holidays and includes tracking which will be sent to you via email once your package has shipped.

Please note that once we ship out our packages, the delivery process is out of our control. If you have a concern regarding the delivery of a package that has tracking available, please reach out to the appropriate postal carrier prior to reaching out to us.

Q:What should I consider when choosing a piercing material?

Consider the following questions: Do you have any sensitivities or allergies? Is your piercing fully healed? Are you experiencing any irritation?

Q: Does our jewelry contain nickel?

We carry Implant Grade 23 Titanium that is nickel free!

Q: What piercing materials do you offer?

We carry a variety of materials including:

Implant Grade 23 Titanium
316L Surgical Steel
925 Sterling Silver
10KT & 14K Gold
Acrylic

Implant Grade 23 Titanium:
Our titanium is Grade 23 which is the highest grade of titanium and is the best option for piercing jewelry. It is most commonly used by piercers. We recommend this material for our customers with sensitivities. It is nickel free, making it hypoallergenic and lightweight (nearly 50% lighter than Surgical Steel), which is great for healing.

316L Surgical Steel: This material is the most commonly known and is typically what you will be pierced with. It contains a minimal amount of nickel making it hypoallergenic for most people, even those with sensitivities. It is very durable and will not tarnish over time.

925 Sterling Silver: Unlike Grade 23 Titanium and 316L Surgical Steel, 925 Sterling Silver is lighter in colouring and more pliable (bends more easily). It is lightweight and a great option for those with healed piercings and those who do not have nickel sensitivities.Please keep in mind that 925 Sterling Silver does oxidize overtime but you can use a polishing cloth or toothpaste and warm water to remove any discoloration.

10KT & 14KT Gold: We carry both 10KT and 14KT yellow and white gold. Higher grades of gold are not recommended for body piercings. This material is only recommended for healed piercings and for those without nickel sensitivities. It is lightweight and the colouring does not fade in the same way as plated jewelry. Please keep in mind that solid gold does contain nickel which means that combined with body chemicals and interactions with water it will oxidize overtime. A polishing cloth can be used to remove any discolouration.

Acrylic: Acrylic jewelry is commonly used in plugs, tunnels and for tongue piercings. The Acrylic material is a body safe plastic that can be worn in your piercings. It is extremely lightweight, contains no alloys (metals), and is comfortable for wear. It is only recommended for healed piercings and is not recommended for long term wear due to the nature of the material.

Q: What does it mean if an item is PVD plated?

In order for items to be available in a number of colours, metals can be PVD plated, which will be mentioned in the product descriptions. Essentially the original metal is coated with plating. This means that an item that is titanium and gold plated is not solid gold but rather a plating layer has been added in order for the item to be gold in colouring. Plating might fade overtime depending on your body chemicals and interactions with water so please keep this in mind when ordering items that are plated.

Q:What does gauge mean?

Gauge refers to the thickness of a piercing. As the number increases, the thickness decreases (i.e.16ga is thicker than 20ga). The gauge of a particular piercing will depend on whether you were pierced with a gun or a needle. Always be sure to ask your piercer what gauge you are being pierced with.

20ga= 0.8mm
18ga=1.0mm
16ga=1.2mm
14ga=1.6mm

Q: What gauge should I select for my piercing?

Below is a breakdown of the standard gauge for each piercing. Please keep in mind that it is always best to contact your piercer to determine the gauge you were pierced with (piercing gauges will vary depending on whether you were pierced with a gun or needle). In addition, consider whether you have changed your piercing to a thinner item since it was pierced.

14ga: Belly ring, industrial, nipple ring and tongue ring
16ga: tragus,anti-tragus, helix, rook, daith, snug, flat, conch, septum, monroe/ labret (lip piercing) and eyebrow piercings.
18ga: Slightly thinner than 16ga- can be used for nose piercings and as a thinner option for piercings on the ear. (in between size)
20ga: Earrings, nose studs and nose hoops
22ga: Earrings, nose studs and nose hoops (thinnest option available)



Q: What is the length of a piercing?

Length refers to how long the piercing is. It is super important to select the correct length in order to ensure there is enough space to comfortably wear your piercing. The length does not include the gem, balls, or piercing backing.

Q: What Length should I choose for my piercing?

Below is a breakdown of the lengths that are generally used for each piercing. Please keep in mind that everyone's anatomy is different and such factors as healing and piercing placement will impact the length needed:

Belly Rings: 10mm ( 3/8”)
Tongue Piercing: 16mm (5/8”)
Nipple Piercing: Ranges from 12mm (1/2” ) to 16mm (5/8”), with 16mm (5/8”) being most commonly used.
Industrial Piercing: Varies depending on the size of the ear
Tragus/Helix/Conch/ Rook/ Daith: 6mm-10mm
Lip Piercings/ Labret/ Monroe: 8mm-10mm
Septum: 8mm-10mm



Q:What factors should I consider when choosing the length of my piercing?

Has my piercing fully healed?
If you attempt to measure the piercing you are wearing while it is still healing you may get an incorrect measurement. It is always best to wait until a piercing is fully healed before deciding to change it.

If my piercing has fully healed, what length am I currently wearing?
It is always best to check with your piercer to determine the length of the item you were pierced with. If you are unable to do so, you can attempt to measure the piercing while you are wearing the piercing but keep in mind that it may not be the most accurate measurement.

Compared to the piercing jewelry that you are currently wearing, do you feel you need more or less space than what you currently have or does it feel as though it fits comfortably?
You want to make sure that the piercing you are wearing does not give you too little or too much room as both scenarios can cause irritations to the piercing.




Q: What does Diameter mean?

Diameter refers to the measurement of the inner wearable surface of an item.

Q: What diameter should I select for my piercing?

Below is a breakdown of the commonly used diameters for particular piercings. Please keep in mind that this is just a general list. Piercing placement and other factors can influence the diameter needed.

Helix Piercings:
8mm-10mm
Conch Piercings: 10mm-12mm
Septum: 8mm-10mm
Nose Hoops: 7mm-11mm

Q: When deciding which diameter will be most suitable for my piercing, what should I consider?

What is the diameter of your current piercing?
Determining the diameter of the piercing you are currently wearing is the first step in figuring out whether you need something that is the same, smaller or larger.

Where are you pierced? Specifically, how much space will need for the piercing to go through and still sit comfortably?
You want to make sure the size will not be too small or too large as this can irritate your piercing. You can measure the amount of space from your piercing hole to the edge of the particular body part you are pierced on (i.e. ear or nose) with a ruler, if necessary.

What Gem/Ball size should I choose?

Our gem/ball sizes range depending on the type of piercing. Below is a breakdown of the sizes available:

Nose Studs
1.5mm
(Extremely small)
2mm (average)
3mm (large)
4mm (very large)

Earrings
2mm & 3mm
are very dainty and would likely be worn as 2nd or 3rd lobe piercings.
4mm-6mm are great options for 1st lobe piercings.
7mm-10mm are suitable if you like to wear a much larger stud in your 1st lobe piercing.

Other Piercings on the Ear
For other piercings on the ear, such as the tragus, helix, conch etc. the gem size you choose really depends on the look you are going for:
2mm
(average)
3mm (large)
4mm (very large)

Q: I would like to exchange or return my item(s). What should I do?

At this time, we only offer returns on our 14k gold items that arrive in sealed packages as long as they remain unopened. Please keep in mind that all of our returns are subject to a 20% restocking fee unless your item arrived damaged or broken. This is due to the nature of the products we carry and the fact that we cannot resell any items that are returned to us for sanitary reasons. Please reach out to us at info@pierceduniverse.com if you have an issue and one of our specialists will be happy to assist you.

Q: My item arrived damaged/broken. What should I do?

If your item was damaged in transit please reach out to us at: info@pierceduniverse.com so that we can ship out a replacement for you as soon as possible.

Q: I received the wrong item. What should I do?

If you believe that you have been sent the wrong item(s), double check your order confirmation to be sure that it was not an error when ordering. If you were in fact sent the wrong items please reach out to us via email at: info@pierceduniverse.com with your order number and pictures of the incorrect item(s), if possible.

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