Shipping policy

Shipping rates will vary based on many factors. 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.  

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

We ship to PR, HI, AK, APO/FPO, PO, and MANY other countries outside the US.

 

*Please note: 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 ORDERS: INCLUDING HAWAII & ALASKA 

We can only ship jewelry or lighter stone products because of the increased shipping costs. 

If the order exceeds the USPS weight limits, we may have to cancel and refund part or all of the order.

Large 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.

 

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 OUR MESSAGING SYSTEM.

OCCASIONALLY WE WILL CONTACT YOU ABOUT EXCHANGES IF THE PRODUCT IS WORTH MORE THAN $25.00

 

Log in to our website. - Request returns in your account area.

Returns of more than $100 incur a 15% restocking fee | Return Shipping NOT provided

**ROUGH and TUMBLED stones are NOT eligible for Returns or Exchanges.**

How to Return Products              (ALL RETURNS MUST BE WITHIN 30 DAYS)

Log into your store account

Click on “Completed Orders”

Click on “Return Item(s)”

Complete the form per the details of your request

Mail item(s) back to us with a copy of your order ( MARK THE ITEMS RETURNED )

Cherry-picking services are non-refundable.

Effective February 1st, 2016; We will no longer pay damage claims for orders shipped via the U.S. Post Office. This applies to orders both inside and outside the United States. Per Postal Regulations, the RECEIVER is responsible for filing damage claims and is the only one to receive the payment of a claim.

Return Address:

Crystal River Gems

100 Fifth Avenue Suite 316Pittsburgh, PA 15222

Product returns must be in original condition and packing. Broken/Damaged Items will not be refunded.

If you are not completely satisfied with your order, we will be happy to issue you an exchange, store credit, or full refund.  Returns must be within 30 days from the time of delivery.  

We do not pay for product pickups,/ Return Shipping is not provided. Shipping charges are not refundable.

Returns of more than $100 incur a 15% restocking fee.

 

For any other questions or comments, you can simply email us at: shop@crystalrivergems.com.

We appreciate your business!