Terms & Conditions

Crystal River Gems

Wholesale Rock Shop
Showroom Hours
Monday - Saturday
11:00 AM - 6:00 PM
Diamond Building - 7th Floor
100 Fifth Ave.
Pittsburgh, PA 15222
(412) 391-5310
 
  

WHOLESALE

All pricing on our website is wholesale pricing. Therefore you do not need any particular configuration to access wholesale pricing. 

COUPONS

Due to rising shipping costs, coupon codes are limited to the Continental US (excludes Hawaii, Alaska, & Puerto Rico). Coupon codes cannot be used on any international orders.  We apologize for any inconvenience.

PAYMENT

We accept all forms of payment options displayed upon checkout.  We do not accept personal checks.

SHIPPING & HANDLING

Shipping rates will vary and can change at any time.  All shipping carriers have recently announced plans to continue increasing their rates which inevitably means that shipping costs on our orders will increase over time. For example, in 2019, a 15 oz. domestic order could be shipped for as little as $3.50.  Today, the same order order costs at least $4.75 or more.  Many orders are bulky and heavy and therefore shipping costs are driven higher by these factors. 

There are many factors that determine the shipping costs of a customer's order.  This includes the size of the order, weight, and destination. Shipping rates are calculated at checkout. Some orders may be canceled if the shipping costs are too high. If you would like to do a Store Pickup, there will be NO shipping charge. However, you will have to pick your items up physically.

Most orders ship out the same or the next business day via UPS or USPS with tracking information. Orders with hard-to-find cherry-picking requests sometimes require extra time to prepare.

International orders can take several weeks with no tracking available through certain carriers after leaving the US. With current shipping delays due to supply and labor issues, please allow extra time for your international order to arrive.

TRACKING

You will be notified of tracking information for your order when available, and you will receive updates while your order is handled through the carrier's system. Shipping carriers may not update tracking information for several days or more. We assure you that this is normal. Saturday and Sunday typically do not count as package movement days, depending on the carrier. 

INTERNATIONAL CUSTOMERS

Recently, international orders have seen an additional "VAT Tax" at Customs that must be paid for the package to be released to the buyer/customer. These taxes vary from country to country. It is the BUYER'S responsibility to research what their VAT Tax will be for their country; the BUYER is responsible for paying any such taxes; Please contact your local Tax or Customs Office before ordering. We are NOT responsible for VAT taxes or any taxes imposed by customs to receive your package in the destination country.

All international, Alaska & Hawaii orders:

  • We can only ship jewelry or lighter stone products because of the increased shipping costs. If the order exceeds certain weight limits, we may have to cancel and refund part or all of the order.
  • Large freight orders by SEA pay shipping to your port. You are responsible from your port to your door.
  • Payment of any customs charges is not our responsibility. However, you may be required to pay a customs fee using a credit card.

OUT OF STOCK ITEMS

If an item is currently unavailable, we are usually ordering more. Please visit the site periodically to see if an item is in stock. Unfortunately, we cannot estimate when an item will be back in stock. Many items are handmade or imported, which undergo all types of variables. Sometimes, we may run out of an item while processing your purchase, preventing us from shipping the requested quantity.  If you purchase a product that is "sold out," you can expect a refund and a message from us.  Occasionally we will contact you about substitutions when applicable.

RETURNS

  • Returns must be requested within 30 days of delivery date. 
  • If you are not completely satisfied with your order, we will be happy to issue you an exchange, store credit, or full refund. 
  • Returns greater than $100 incur a 15% restocking fee.
  • Return shipping costs are the responsibility of the customer.
  • Rough and tumbled stones are NOT eligible for returns or exchanges.
  • Cherry picking fees are non-refundable.
  • Original shipping charges are non-refundable.
  • Product returns must be in original condition and packing.
  • Broken/damaged items will not be refunded.
  • Request a Return here
  • Return Address:
Crystal River Gems
100 Fifth Avenue Suite 316
Pittsburgh, PA 15222

HOW TO REACH US

For any other questions or comments, you can simply email us at:  shop@crystalrivergems.com
We appreciate your business!