Client Care Β· Based in New York
Contact TrueSanity
Talk to our jewelry team. Ask about a piece, a stone, or exactly what we make on it.
Our team is in MonβFri, 10 AMβ6 PM ET
What can we help with?
Pick one and we will route you to the right person. We reply within 24 hours.
- Every cost disclosedOn every piece
- Free US shippingWithin the USA
- 45-day returnsFree both ways in the US
- Lifetime warrantyOn craftsmanship
- Free resizeWithin 60 days
- Ethically sourcedEverything we sell
Quick answers
Most questions are answered here in seconds.
Why we answer differently
TrueSanity was started by a third-generation jeweler after a close friend assumed he made $8,000 on a $10,000 ring. So now we just tell you.
Read the founder's note βClarity is a Form of Luxury.
Where is my order?
Every piece shows its own ships-in time on the product page. Pieces under $500 ship USPS Priority Mail; $500 and up ship 2nd day. Send us your order number for a live update.
How do returns work?
You have 45 days. In the US, returns are free both ways and we send you the label. International returns are also 45 days, with return shipping paid by you.
Can you resize my ring?
Yes. One free resize is included within 60 days of delivery.
What do you make on my piece?
Every price shows our costs line by line plus our protocol fee, which ranges from 12% to 49% of the price. A Transparency Manifest ships with every order.
Do you ship internationally?
Yes. Shipping is paid at checkout and free over $2,000. Duties and taxes are paid by the recipient.
Can I see a piece before I buy?
Yes. Book a virtual appointment and our team will show you pieces on video, compare stones side by side and walk you through the cost of each.
Buying with us
Can I buy a setting on its own?
No. Each of our settings is made to fit a specific center stone, so we don't sell settings or semi-mounts on their own. We'd be happy to help you choose the center diamond or gemstone to go with it.
Can I buy a loose diamond, natural or lab grown?
Not yet. Every diamond is sold set in one of our pieces. You can choose your diamond first in Build Your Ring. Loose stones will be available when our design-your-own gemstone section opens.
Can I buy a loose gemstone?
Not yet. Our gemstones are sold set in our jewelry. Browse our gemstone jewelry to see each stone in a finished piece.
Can you hold a piece for me?
Yes. Call us and we can hold a diamond for at least 3 days.
Do you offer layaway?
Yes, in the US and internationally. Start with a deposit of at least 20% of the price, then pay monthly: at least 5% of the order or $100, whichever is less. The order must be paid in full within 12 months. Layaway is for in-stock pieces; custom orders start with a 50% deposit. Call us at 1-866-697-6548 to set it up.