FREQUENTLY ASKED QUESTIONS
Where are my items coming from?
Our fulfillment headquarters is located in the mainland USA but in order to make prices at their lowest while ensuring quality and effectiveness of our products, we partnered with manufacturers from countries like Australia, India, Bali, Tibet, China and the United Kingdom where most natural stones and other raw materials are abundant.
When are items shipped?
We know how excited you are to receive the items that you've ordered from our shop. We receive a countless amount of inquiries about order lead times and we strive to answer every one of them in a timely manner. All of the orders placed in our shop are processed within the day and we do everything that we can to have them shipped as quickly as possible (generally within 1-2 business days). However, for orders that include item/s that are craft-to-order, shipping and lead times may be extended. It is our promise to ship all orders in the quickest possible time and in cases where delays may happen and product/s would take 2-4 days to produce, we will inform you via email regarding the matter.
When will I receive my ordered item(s)?
Most of our items are packed and shipped within 1-3 business days after the order is placed. We work directly with our partner manufacturers worldwide and there are products that are produced on-demand so please allow 7-29 business days for your ordered items to arrive at your address
Will my items be sent in one package?
To keep shipping cost at its lowest (or actually FREE most of the time)- there could be instances when your ordered items would come in separate packages at different times even if you specified combined shipping for the order you placed. Please keep this in mind when receiving deliveries.
What currency are the items listed in?
All of the products that you find in our shop are in USD, and any charges to your account will be in USD as well
I am not satisfied with my purchase, what will I do?
Our shop is one of the very few that guarantees 100% satisfaction. In case you are not satisfied with your purchase, please feel free to contact us through our customer support email firstname.lastname@example.org stating the reason why you are not satisfied with the item you received together with clear photos of the problem you've seen in the item/s (if there's any). We will investigate the matter and offer a fair solution to ensure that you are satisfied with every transaction that you do with us.
My order is delayed, what could have happened to it?
Once the product leaves our warehouse/suppliers, we don't have control over it anymore. It is now the responsibility of USPS or other local postal service/couriers in the countries where our partner manufacturers are stationed. Once an item from one of our partner manufacturer's country enters the United States, it is automatically transferred to USPS and delivery will be done by them to your address. Delays in shipping and delivery lead time may happen due to uncontrollable circumstances like bad weather, customs delay, wrong address and many others. You can contact USPS at (800) 275-8777 to locate or inquire about your package at your local post office.
The tracking status says "Delivered" but I haven't received my order
All issues in delivery within the mainland USA become the responsibility of USPS right after the product/item is transferred to them from our warehouse or suppliers. Please contact USPS at (800) 275-8777 for further assistance in locating your package.
My tracking number isn't working, what's happening?
Tracking numbers take around 3-5 working days for them to start displaying tracking status when entered into USPS parcel/package tracking webpage. If these days have passed and your tracking number still does not work, please wait 2-3 days more and try tracking again. In case your ordered item comes from one of our overseas partner manufacturer- there could be a possibility that its tracking number would not work when tracked through the USPS tracking webpage. This is because foreign postal systems do not update the location of the package in our carrier's (USPS) system. International shipping can take 7-29 business days for your item to be delivered to your address. Please allow this time-frame before contacting us. If your order does not arrive within those said number of days, please feel free to contact us at email@example.com so we can assist you quickly.