Please read the policies carefully.
WE CURRENTLY ONLY SHIP TO THE CONTINENTAL UNITED STATES, HAWAII AND ALASKA
International customers please see our International Shipping section.
Delivery of your item(s)
Please be advised we hold the right to alter all shipping methods of items. When this case arises we will contact and advise the customer(s) before doing so.
Remember, the estimated delivery date is approximate. Some specialty items may require additional delivery time.
USPS Mail carriers do not deliver on Sundays or major holidays and that packages shipping from our vendors may take a few extra days to arrive.
FedEx does not deliver on Sunday's and Saturday deliveries require additional costs.
Our Return Policy
We want you to be satisfied with your items, but sometimes things happen out of anyone's control. The best way to start the return process is to contact us.
All custom made or customized items are not refundable or returnable.
Please follow the RMA procedures set out in your my account section of the website or contact us before returning your item(s).
Upon receiving all returns, the item(s) will be inspected by our Quality Assurance Team.
Send returns to:
250 S. Pacific St., Suite 107
San Marcos, CA 92078
Please note: For security reasons, do not write any words related to jewelry or gems anywhere on the outside of the box.
We cannot accept any damaged or missing products for refund.
Purchases from ShopTheGemGarden and use of ShopTheGemGarden services are subject to our General Terms and Conditions of Use, which can be found on ShopTheGemGarden.com along with our Privacy Statement, or call Customer Service for more information.
If your item was damaged in Shipment - DOA
If your item is damaged in shipment upon receipt, please hold the merchandise and the package it came in. Contact the delivering carrier (FedEx, UPS, USPS, etc.) to arrange for an inspection and then notify us.
Please call Customer Service when you wish to return the following items:
- Items that require special return shipping arrangements.
- Items with delivery arranged by phone with a common carrier service (doorway and in-home delivery).
- Any item that has an order message advising you to call Customer Service for instructions on returning your specific product(s).
- Repack all contents in the original packaging. Note that some items consist of several parts or pieces.
- Don't mix jewelry and non-jewelry items.
- Always return the entire item or set.
- Cover/remove all original shipping labels on the box or package.
- Keep the packing slip order information until your return is processed.
Addresses and choosing Return methods?
Option: Standard Returns
- Affix the Return on your own label directly over the original shipping label.
- You must send via insured US Post Office Priority Mail®. Make sure that you have insured the package & purchased a tracking number for your records.
- Please note: When returning via the standard return label, we encourage you to protect yourself from loss or theft by insuring the return shipment. Please save the receipt until you receive your refund or exchange. We regret that we will not be able to issue a credit or refund for any items that are damaged or lost in shipping.
Items Requiring Special Handling
- Contact our Customer Service for instructions.
For Either Method of Return, Follow the Instructions Below
- INCLUDE A COPY OF YOUR ORIGINAL INVOICE OR PACKING SLIP DOCUMENTS - If your form of payment was credit card, the refund will be submitted to your credit card company the day we process your return. It may take up to two billing cycles for the credit to appear on your monthly statement. ShopTheGemGarden will issue a refund check for items purchased by money order, or cashier's check upon the processing your return.
- PLEASE KEEP A RECORD OF YOUR PURCHASE AND RETURN SHIPMENT - Please write the tracking # provided by the carrier down and keep it with your original order papers for your reference.
- HOW TO PACK AN ITEM FOR RETURN - To ensure your package arrives to us safely and undamaged, please pack the item in the original packaging and remember to include all accessories, parts, and pieces for a full refund. Please include the bottom portion of the packing slip.
- HOW TO RETURN A GIFT - In order for us to process your GIFT return, please contact our Customer Service Department at 1-760-744-2002 between 9:30am - 5:00pm Pacific Time. A customer service representative will be happy to assist you in receiving (In-Store Credit) for your returned item. If you would like the Gift Purchaser to receive the credit simply contact our Customer Service Department.
Call Customer Service: 1.760.744.2002