FAQ

Table of Contents

Shipping

Where can we ship the products to?

We use FedEx service for international shipping. However, due to local regulations and limitations in some countries, we reserve the rights not to offer our service to the following countries:

  • France
  • Russia
  • Czech Republic
  • Israel
  • Luxembourg
  • Bulgaria
  • Uzbekistan
  • India
  • Pakistan
  • Bangladesh
  • Brazil
  • Indonesia (semi-precious stones may be shipped to Indonesia)

For certain countries, where local shipping securities do not meet international standard, we apologize for not be able to offer our service to those countries.

How do we calculate the shipping cost?

The shipping cost is calculated per package. Therefore, you can order several items and have them shipped together in one package.

Do I have to pay for tax or import duty for my purchase?

Tax and import duty are subjected to each country’s customs laws and regulations, which are unique to each country. For example, in the US, no import duty is levied on loose stones, whereas in Canada or European countries, import duty will be imposed on imported items. Therefore, it is advisable to check local customs laws for more details.

Can you ship the item to an address other than my billing address?

Certainly, you can tell us to ship the purchased item to an address other than your billing address by selecting your desired shipping address before confirming your purchase.

How do I check the shipping status of my purchased item?

After the item is shipped, you will receive a notification email, where you will find the Tracking Number of the shipment. You can use the tracking number to check the shipping status.

What will happen if the item is lost in transit?

Each shipment is fully insured, therefore, FedEx will be held liable to the lost, and you can rest assure that you will not be held responsible for anything.

Payment

How do I pay for my purchase?

We accept a payment via Paypal and Paysbuy, which are user-friendly, fast, and secure online payment system. If you prefer to make the payment via Bank Transfer or Wire Transfer, you can do so by making a transfer to one of the following bank accounts:

Can I pay for my purchase via check?

Currently, we do not accept a payment via check. Please apologize for the inconvenience.

Product Warranty and Refund

Can I ask for the Certificate?

You may purchase an certificate by selecting “Add a certificate” in purchasing page. The certificate will be issued by AIGS, and will be sent with your purchased item. An example of certificate

How do I ask for refund?

You can ask for full refund if the item is not labeled “nonrefundable” and is within 7 days of receipt. Please go to Refund for more details.

How many days do I have in order to check the purchased item?

Our first priority is your full satisfaction, therefore, we give you 7 days to inspect the purchased item, starting from the day of receipt. Please go to Refund for more details. Eventually, if you decide to ask for refund, please contact us within 7 days of receipt by go to Contact Us, select Refund, and tell us your reason. We will process and verify your refund request as soon as possible. After your request is approved, the refund will be made via the same method in which you used to pay for the item.

Product Features

Do you only sell real and 100% natural gemstones?

All gemstones have been screened and checked by professional gemologists, and are 100% natural. We do not have a policy to sell fake or synthetic gemstones. However, some natural gemstones have undergone treatment, which is an acceptable procedure and not considered a fraud. We will show our transparency on this issue by indicating which item has undergone such process.

Website

How do I search for items?

There are 2 ways to search for items on the website

  1. Search – You can search for items using their respective item ID
  2. Product Filter – You can search for items using different features to narrow down the result, for example, type of gemstones, shape, price range, etc.

I tried to add an item into the shopping bag, but the item cannot be added, what should I do?

To make sure our “add to shopping bag” and “Add to favorite” feature works properly, you have to enable a Javascript on your computer. Here is what to do: Go to “Tools”, select “Internet Options”, select “Security” tab, click “Custom Level”, scroll down to “Scripting”, and check if “Active Scripting” is enabled. If not, please select “Enable”.

For how to enable a Javascript on FireFox and Safari, please click here

If the item is purchased, is its information still on the website?

After the item is sold, it will be marked “Sold out” to prevent a misunderstanding that the item is still available for sale. However, you can still look up for the item by entering its item ID in the search box on the top right hand corner.

I added an item to the shopping bag, but 2 days later, the item was missing, what happened?

The item will be kept in your shopping bag until you delete it. But if the item is missing, it can be because one of the following reasons:

  1. You are visiting the website from a different computer
  2. You have deleted Browser Cache or Cookies from your computer

We use Cookies to remember which items you have added to your shopping bag. Nevertheless, if you sign up and log in before adding items to your shopping bag, you do not have to worry that the item inside will be missing. For in this case, the added item will be remembered based on your username rather than on the Cookies.

User’s Account

For your own benefits to have full access to our services and more pleasurable online shopping experience, we would like to suggest you to register with us. The procedure is very easy, you only have to enter your username, password, and email. Once you have entered all the information, you will receive an email, confirming your membership. Only a few steps then you are our valued member.

If you would like to our member, please click register.

How do I subscribe for newsletters?

It is our utmost pleasure to share our newsletters with you. If you are interested, please check "Subscribe for our Newsletters" box in register page.

Is there an archive of old newsletters? If yes, where can i find them?

I forgot my password, what should I do?

You can have a new password sent to you by go to Forgot Password. The new password will be sent to your registered email address in the register process.

How do I change my personal information?

Please log in to your account, select “My Account”, and click “Edit Account”. After you have finished your changes, click “Save”.