Shipping policy

Shipping & Protection

Every Gemtastic order ships insured, with tracking, in packaging that does not advertise its contents. Shipping is free on orders of $250 or more. You receive tracking by email when your piece is on its way.

Please allow 2 to 3 weeks for delivery. On a commission you are given a completion date derived from the studio's actual queue, before you pay a deposit. If the studio cannot confirm a date, you are told your position in the queue and the stage your piece is in instead.

Rates and destinations

Orders of $250 or more ship free, insured and tracked. Orders below $250 ship for a flat $9.95, insured and tracked. We currently ship within the United States only.

Insured shipping covers your order on its way to you. If a package is lost or damaged in transit, we handle the carrier claim ourselves — you will not be asked to chase a carrier.

Return shipping is paid by the customer in every case, including a confirmed fault. We do not issue return labels or reimburse return postage.

If the piece arrives damaged

Damage in transit is treated as a fault. Contact us within 7 days of delivery with photographs and we will repair, replace, or refund the piece, with no restocking fee. Return shipping is paid by you — send it insured and tracked, and we will tell you where and how before you ship anything. The complimentary insured shipping we provide is on the way out to you; it does not cover a return leg.

If a package is delayed, lost, or stolen

That is a carrier problem, not a return, and it is ours to chase. Contact us and we will handle it. We file and manage the carrier claim on your behalf and stay with it through to resolution. You will not be asked to chase a carrier on your own. Report a package that has not arrived within 7 days of the delivery date shown in your tracking, so we can act inside the carrier's claim window.

Delivery address

Check your shipping address carefully at checkout. We can only ship to the address you provide, and we cannot recover a package delivered to an address entered incorrectly. If you spot a mistake, contact us straight away — if the order has not shipped, we can correct it.

Returns

You have 7 days from delivery to contact us about a piece that is faulty, arrived damaged, or is materially different from how it was described. There are no change-of-mind returns. Return shipping is paid by you, and there is no restocking fee on a fault. A 25% restocking fee applies only to a refused or undelivered package and to an order cancelled after production has started. Full details are in our Refund Policy.

Questions

Email GemtasticJewelry@gmail.com or call (414) 324-0498.