Q: Where are you located and what is your contact information?
A: Our mailing address is:
Diamond Nexus Labs
5050 West Ashland Way
Franklin, WI 53132
United States
To reach our Customer Care Center, call toll free: 1-800-509-4990 or e-mail us at customerservice@diamondnexuslabs.com.

Q: Where is your store?
A: We are primarily an on-line retailer. However, we’ve recently opened our first physical store location at the Mayfair Mall in Wisconsin.

Q: What if I want to ask questions over the phone or by e-mail before I order?
A: You may call our Customer Care Center at 1-800-509-4990 any day of the week from 8AM to 10PM Central Time to speak to a customer service representative, or send us an e-mail at customerservice@diamondnexuslabs.com.  You will be greeted cordially on the phone or by e-mail by someone who can answer your questions. If you are not comfortable with ordering on-line, you can order over the phone with a customer service representative. Customer service representatives are here to answer your questions and offer pertinent information.  They are not sales people.  You will not be subjected to up-selling, cross-selling, or pushed into ordering. Your time will not be wasted by having to listen to any sales pitches or suggestive selling tactics.  They are only interested in helping you and making you as happy as possible.

Q: What if I want to check on a pending order I already placed on your website or over the phone?
A: You can e-mail orderstatus@diamondnexuslabs.com, or check with a customer service representative via LiveChat instant messaging on our website, Monday through Friday from 10am to 6pm.

Q: How do I order by mail with cashier's check or money order?
A: Send your order to:
Attention: Mail Order Diamond Nexus Labs
5050 West Ashland Way
Franklin, WI 53132
United States
Include payment, your contact/shipping information, and a note indicating the items you are ordering and which options you want as they are shown on our website. Also be sure to tell us your shipping option:
US & Canada Standard Shipping – Free
US 2nd Day Air - $20 additional
US Overnight Shipping – $35 additional
Canada Express - $60 additional
International Standard Shipping – $50 additional
International Shipping Express – $80 additional

Please bear in mind that, in some cases, overnight or express shipping may not be possible.  Kindly refer to our Customer Care Center with inquiries.

Q: I keep hearing about your “Triple Guarantee.”  What is that?
A: Diamond Nexus Labs offers three guarantees for all of our stock items, ordered from our website or over the phone:

1. The Diamond Nexus Labs Money-Back Guarantee: Inspect, enjoy, and wear your Diamond Nexus Labs jewelry for 30 days. Astound your friends. Let them scrutinize your purchase(s). If you are not thoroughly satisfied, even elated, your full merchandise purchase price will be refunded.  If you love your piece but need a resizing, we will do it for free.
2. The Diamond Nexus Labs Lifetime Performance Guarantee: No need to ever be concerned about defects. If any Diamond Nexus Labs' gemstone ever fades, discolors, or becomes damaged, a free replacement will be granted.
3. The Diamond Nexus Labs Lifetime Free Gemstone Replacement Guarantee: If your Diamond Nexus gemstone ever comes loose or is lost from its mounting, send it back to us and we will replace it with only a nominal re-mounting fee. You need not ever buy insurance for loss of your Diamond Nexus Labs gemstones.

Q: Which of your items are returnable?
A: All stock jewelry items, (meaning any item available on the website,) precious metal upgrades, and products purchased from the Dreambook are fully returnable within 30 days of when you receive them.  If you purchase a ring with an interchangeable head, (also called a “peg head,”) you also have 30 days to make any alterations you’d like to the gemstone size and/or cut.

Q: What about NON-returnable items?
A: Only gift cards and the Dreambook itself are non-returnable.

Q: Really?  What about custom orders and engraved jewelry?
A: Even full custom orders are returnable, but do come with a 15% materials fee.  Also, the original CAD fee is not refundable.  Likewise, engraving fees are non-refundable and returned engraved jewelry is subject to a $15 re-polishing fee.  But that’s it.

Q: How does Diamond Nexus Labs determine its pricing?
A: There are four factors to consider when pricing jewelry: gemstones, precious metals, design art/engineering, and artisanship.  Essentially, this boils down to materials and labor.  A ring with elaborate filigree workmanship but a relatively small gemstone may cost more than a simple ring with a much larger gemstone, because it took much more work to create it.  Two rings with the same fundamental design and the same size stones can be priced differently because one may have more precious metal than the other, or may be more difficult to cast.

Q: Why are Diamond Nexus stones so much less expensive than other manufactured diamonds?
A: We offer our products at the most reasonable prices we can.  Unfortunately, we can’t explain other companies’ pricing because we don’t have any information about their internal costs or structure.

Q: What are your stones made out of, and how are they different from natural diamonds?
A: Diamonds are made of carbon only.  Our stones feature carbon and eight other additional elements: oxygen, sulphur, iron, cobalt, nickel, yttrium, zirconium, and hafnium.

Q: Why can’t you make your stones with just carbon?
A: Actually, we have managed to create diamond simulants out of pure carbon, but they are limited in size and are very expensive to produce.  This would prevent us from making them affordable to you, so we are not selling them just yet.  We hope to perfect the process someday soon, though, and then we will make them available to the public.

Q: My neighbor’s cousin’s co-worker’s sister said that Diamond Nexus stones are just regular CZ.  Are they?
A: No, actually they’re not.  CZ, or cubic zirconia, contain only two elements: zirconium and oxygen.  While Diamond Nexus gemstones do also contain these elements, (which is where some people get confused,) they have seven more as well.  And while the manufacturing process of Diamond Nexus gemstones begins much the same as the manufacturing process of CZ, there are many more steps and treatments involved in a Diamond Nexus gemstone.  The result is a different stone with different, better properties.

Q: So Diamond Nexus gemstones are not CZ.  What makes them better?
A: The problem with CZ is that they’re not as strong as diamonds, and also they’re much more porous.  This means that they can break or chip at any time, and that they will absorb dirt and oils over the years to become cloudy and unattractive.  Diamond Nexus gemstones are made to be much harder and less porous – so much so, in fact, that their properties are almost exactly identical to natural diamonds.  This means that, unlike CZ, a Diamond Nexus gemstone will never break, never chip, and never lose its sparkle.  It can even cut glass.

Q: Why do you talk so much about ethics and environmental consciousness?
A: The diamond industry is extremely notorious for its practices, not only in business but also in production.  Aside from worldwide market manipulation, the diamond cartel has been tangled up in issues of slavery, mutilation, terrorism, and genocide for decades.  Even legitimate diamond mining operations are responsible for massive deforestation, pollution, destruction of wildlife, and hazardous working conditions leading to the suffering and death of hundreds to thousands of workers.  We believe that diamond simulants are more than an affordable alternative to the hype that the cartel has worked up for its own benefit; we believe they may be a key factor in ending the cycle of violence, devastation, and murder.
To learn more about the effects of the diamond cartel and Conflict Diamonds, we recommend Glitter & Greed: The Secret World of the Diamond Cartel by Janine Roberts.