Frequently asked questions
🩷 We package orders Monday through Thursday, with most orders going out 1-3 business days after the order was placed. Since we are a tiny team, processing time may extend outside this range during large promotions or holidays. Thank you for understanding and being kind.
🩷 We provide shipping via USPS or UPS all over the United States of America and to many International locations. Check the Country dropdown in the address form during checkout for our most up to date list of destinations.
🩷 We offer Free Shipping in the USA for order subtotals over $50. Orders with Free Shipping will be shipped using a tracked USPS Ground Advantage shipping label.
🩷 During checkout, you will be quoted the most recent shipping rate from the courier you have chosen. Shipping fees are based on the estimated weight and size of the package, the destination, and the chosen shipping speed. Average shipping speed will vary based on the courier and shipping type you have chosen during checkout.
🩷 We do not handkey addresses, so please ensure that the shipping address you provide during checkout is correct. Address information is always automatically printed on the label from the information that you provided during checkout.
🩷 Any changes to or cancellations of orders can only be made before the order has been shipped, so please let us know as quickly as possible if you need to alter your order in any way.
What if something goes wrong?
🩷 Although the courier chosen at checkout is responsible for delivery of your package and we do not have control over how quickly any shipping service delivers a package once it leaves our business, we are always happy to help as much as possible!
🩷 If you have any trouble with items in your order, please reach out to us via email at admin@crystalgemstoneshop.com within 5 days of package Delivery with photos of the items, packaging, and paper invoice for your order. We're always happy to help and take very careful records of the packaging process since our team is quite small, so we will be able to verify and assist with any trouble!
Please Note: We require that you reach out to us shortly after Delivery and that photos of the invoice and packaging be provided. This is because in the event of lost or damaged product due to mishandling by USPS / UPS a claim will have to be filed and photo documentation is required for that process. We cannot assist with packages that have been marked Delivered for an excessive amount of time, so please reach out to us quickly for assistance. We appreciate your understanding.
🩷 If your order shows as Delivered but you cannot locate it, please follow these steps:
- Check with other members of the household and/or nearby neighbors who may have brought your package inside.
- If it is still missing, contact your local post office (or UPS, depending on how your package was shipped) as soon as possible so they can pair with the courier who Delivered the package in order to locate it.
- Reach out to us via email at admin@crystalgemstoneshop.com and we will initiate an investigation with the courier. It can take a minimum of a week for us to receive answers from the courier, but we will pass on all information to you as soon as we have it available.
Please Note: As the recipient of the package you may need to call or contact your local post office or UPS to pursue a mail claim if your package is misdelivered by USPS/UPS or stolen after delivery. We cannot accept responsibility for misdelivered or stolen packages, but we will do our very best to help!
International Order Info
🩷 International customers are responsible for all customs fees / brokerage fees on packages. Please understand, we do not have control of any customs or brokerage fees, as those are decided by your local government and/or the courier delivering the package. We are not able to offer an estimate on customs or brokerage fees at checkout.
🩷 International customers are responsible for contacting their local carrier to determine the status of any package through the tracking number provided, as we are not able to influence the mail delivery internationally.
🩷 International shipping speed varies depending on the courier method and speed chosen during checkout. Please note that International packages must go through Customs. First Class International Packages may take up to three months to arrive, depending on the destination and whether there are any shipping restrictions (such as health policies, etc) for packages at the time. We cannot influence the speed of shipping for packages in transit.
🩷 Depending on your local governance, you may be required to pick up your package at your local post office or customs office. This is not a policy determined or enforced by us, and sadly we have no ability to waive this requirement.
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