Customer Service

Our Policies

We want our customers to be 100% satisfied with their purchase. Your shopping experience at Diamond Cutters of Western New York includes

  • 30 Day Exchange Policy
  • Lifetime Diamond Upgrade
  • Lifetime Cleaning & Polishing

30 Day Exchange Policy

Making a jewelry purchase is a big deal, especially when you are selecting an engagement ring. We want you to be certain that what you bought is exactly what you want. Our 30-day exchange policy gives you plenty of time to gather opinions from friends and family about your purchase and make sure you’re completely happy.

30 Day Exchange Policy Guidelines

  • 30-day exchange policy includes center diamond, side stones, three-stone rings, and mountings
  • Diamonds must be in excellent condition, free from breakage and chipping, and be accompanied by certification documents.
  • The only exception to our exchange policy is any items custom made for the wearer, which is known as a “Special Order.” Such items include eternity bands and designer mountings. A Special Order is any item not currently “in stock” that is ordered per your request and are final in sale.

When you purchase a diamond direct from the cutter…

  • Lifetime Diamond Upgrade
  • Lifetime Cleaning & Polishing

Trade your Diamond Cutters diamond on any upgrade and receive the same value – free from depreciation!

Upgrade Guidelines

  • Cannot be combined with any other special pricing offers.
  • Upgrade program is for the center diamond on engagement rings, pendants and earrings; not side stones, three stone rings, or diamond fashion rings.
  • The diamond must be in excellent condition, free from breakage and chipping, and be accompanied by original certification documents.

Diamond Pricing

Any credible jewelry store can offer you similar quality stones, but you’re going to pay a premium price for them. What they can’t do is eliminated the middlemen and offer TRUE prices! Owners Bill & Fran Warthling hand-select every diamond that comes to our store, while utilizing Roger Flanders thirty-two years of diamond cutting experience. The true difference is simple. Diamond Cutters of Western New York owns its entire inventory. There are no third parties involved in our diamond buying process. Needless to say, this purchasing power will explain the HUGE savings that Diamond Cutters of Western New York can offer.

Payment Options

We accept all of the following forms of payment:

  • Cash
  • American Express, Discover, MasterCard and Visa
  • RoamPay
  • Bank Wire Transfer
  • Checks


Diamond Cutters of Western New York requires a signature for all packages shipped. This is to ensure that the item is protected against loss or theft, and is in your best interest to protect your valuable jewelry purchase. If you are in need of special shipping arrangements, please call Diamond Cutters of Western New York at (716) 898-0250 prior to the shipment of your purchase. When your shipment arrives, please thoroughly inspect the package to ensure that it has not been tampered with or broken into BEFORE signing with the carrier. Diamond Cutters of Western New York is not responsible for lost or stolen jewelry during shipment or delivery.

Once the transaction is complete and the item is ready for shipment, you will be notified through email that your order has shipped. You will also be provided a tracking number at that time. Your item will be packaged in the safest manner. Each article of jewelry is placed inside of your jewelry box, then secured firmly in the shippers packaging. Inside, your jewelry and all accompanying paperwork will be together when your shipment arrives.

Gift Box 

Believe it or not, most jewelers don’t put a lot of thought into the presentation box. Fortunately for you, Diamond Cutters of Western New York has you covered! Each engagement ring purchased through Diamond Cutters of Western New York arrives with a lighted jewelry box enhancing that special moment. We want you to be proud when you get down on one knee!

Jewelry Appraisal

Every diamond purchased from Diamond Cutters of Western New York comes with a certified appraisal. Having a qualified jewelry appraisal is very important to the future safety of your new valued treasure. Whether it’s for insurance purposes or piece of mind; our in-house expert jewelry appraiser is specifically trained and experienced to evaluate the true value of your piece.

Jewelry Insurance

We highly recommend insuring any of your purchases from Diamond Cutters of Western New York. Your favorite pieces of jewelry reflect who you are and connect you to special moments with the ones you love. Protecting your cherished items from theft, damage, loss or mysterious disappearance should be a priority.

Some local insurance agents aren’t familiar with jewelry insurance policies and you may feel like you’re not getting the proper assistance. There is a jewelry insurance company that provides superior service and if your agent fails to give you proper assistance, we recommend that you give them a call. We recommend calling Perfect Circle by Jewelers Mutual. This company specializes in personal articles policies and generally has the lowest rates with the best coverage. To learn more, call them at 888-884-2424, or visit where you can receive a quick, no-obligation insurance quote, apply online or find an abundance of information and tips to ensure your most important memories are protected for a lifetime.

*** Diamond Cutters of Western New York is not affiliated with Perfect Circle Insurance or Jewelers Mutual Insurance Company. Our recommendation is not binding or contractual.

Visit Our Showroom



  • "Such a pleasant experience. I left knowing that I picked the most perfect gift! Terri was such a great help! This was so much better than going into some chain jewelry store. Also they just moved, the new address is 2618 Union rd in Cheektowaga."

  • "I can't say enough about Diamond Cutters. They really just blew me away. Bill (the owner) treated my fiancé and I like family, taking his time with us, and just giving us an experience that was second to none. Price wise he blew the competition out of the water. He is really dedicated to giving his customers the best deal in town and they seem to take this very seriously. They have a beautiful showroom, a large selection, and a friendly staff that includes a designer on site: if you're looking for something customized to your liking. I came away from this experience with a very positive view of Bill and Diamond Cutters, and I'll definitely be back. My advice, don't bother with Reed's or Jared... Just go to Diamond Cutters