FAQ's & Policies
NO CANCELLATIONS, RETURNS, OR REFUNDS OF ANY KIND
We do NOT allow any refunds, returns or exchanges, all sales are final. Items are one of a kind and cannot be replaced. Crystals are formed by nature and have natural cracks, crevices, colorations etc. Some are incredibly soft and may have slight shedding during shipments unfortunately. If your item arrives with significant damaged, please see below. If for ANY reason we grant an exception, your refund will not include shipping cost (both original and return costs).
Where do you ship?
At this time this website is only setup for US, Mexico and Canadian shipping. We do ship internationally (not the UK, sorry!) through our shop on Etsy. If you would like to place an order for something (or multiple items) we can create a custom listing for you. Please visit our International Orders page to get that done.
Why is shipping so expensive?
Shipping heavy fragile rocks is tricky, and the shipping services like to charge a buttload. I do not make any money on shipping (I usually lose money), so please know that. Shipping estimates are listed on this page, and are subject to change based on the shipping carrier prices. But if shipping looks like an INSANE cost, please let me know ASAP, something might have calculated wrong.
We try to ship all orders within 24-48 business hours, but there are occasions where things can be delayed up to 3-5 business days. You will receive a tracking e-mail once your order has shipped. All orders are dropped off within 24 hours of that e-mail, if not before. We DO NOT guarantee ANY specific shipping times, as that is out of our control.
When do you ship?
Payment Plans may take an extra day or two due to the fact that the final payment may fall on a strange day, or the system may not notify us immediately. See the Payment Plan page for details.
My item arrived damaged, what do I do?
While we do everything humanly possible to ship your item safely to you, the shipping companies (USPS, UPS, etc) have 100% control of your packages : ( Unfortunately once it leaves our possession, we cannot do anything, and is therefore up to the USPS (or other shipping company used). If your item does arrive damaged, you will need to submit a claim with the USPS (or UPS) directly.
They will REQUIRE the following photos for your claim. Without these photos they will definitely not accept your claim. You MUST also keep ALL packaging and items until the claim is fully over as they will likely make you visit a post office to show these items. Lately they have been rejecting any claims that do not get this.
- Multiple photos of the broken item(s)
- A photo of the shipping label on the box clearly showing the TO & FROM address.
- Multiple photos of the box, especially any noticeable damage.
- Screenshots of your order details (you can access custom listings through your order confirmation).
- Return Address: This is MY shipping address in the top left of your shipping label.
- Shipment Dates: These will be found on your tracking e-mail.
*If you have any video of the box being mishandled by a carrier, keep that as well, or screenshots.
You can submit your claim HERE.
If your order was shipped through UPS, submit HERE.
Some pieces are super soft or fragile, like selenite, white aragonite, etc. and may 'shed' small pieces. This is natural for crystals versus a crystal breaking in half or a significant piece falling off.
If for any reason I allow a return of an item... you will be responsible for return shipping costs, and the item must arrive the the same condition. I will also not refund the original shipping cost.
My item has not arrived....
All shipments include tracking numbers that are sent with your shipment confirmation e-mail. Please note that I receive the SAME tracking information, nothing more. Once the package has been dropped off with USPS or UPS, we have no control over them anymore.
If your shipment shows that it has been delivered, unfortunately there is nothing we can do. Sometimes they will mark it delivered and it will not show up for another day or two (don't ask us why, we don't understand either). You will want to visit your local post office to see if they can track it down (sometimes they deliver to the right address number but the wrong street).
If it never shows up, you will need to submit a claim directly to the USPS (99% of orders go through them). I wish I could refund for this, but I cannot control thieves, wrong addresses input into orders, USPS screw ups, or on a rare occasion, people have actually said they did not get their package, when they actually did : ( Please try to remember I am a small business and not Amazon.
My package is late or did not arrive when expected...Again, unfortunately once it has left our possession, it is USPS who is in control. I can't make it go faster sadly, and I don't receive any additional info. Sometimes they don't move the package like they are supposed to, and sometimes it takes an accidental longer route. If your order is stuck in transit (they can do this for up to weeks at a time), you will need to submit a 'Find Missing Mail' request here or visit your local post office.
Sometimes it even says it is delivered, but it will come a day or two later. I've seen it all, but again, I can't do anything. : ( I've had a customer with TWO orders delayed by a MONTH!
You MAY pay to add a delivery signature or extra insurance, but that will be your responsibility. Please let me know if you want these services added prior to checking out.
First class packages now come with minimal insurance (just enough to cover your items), that is why our First Class prices are higher. Priority and UPS packages come with $100 insurance. If you want your package insured beyond that, you will need to let me know BEFORE checking out. Unfortunately as mentioned above, I am not responsible for USPS or UPS damages or lost items. Additional insurance is about $5-10 per package, which would be in addition to shipping costs. If you want signature confirmation, that will also be an additional $3-5.
Package Insurance Info
I put the wrong address, can you change it??
No sorry! Payment providers like PayPal do NOT allow us to change the address, so please be sure to input it correctly. We ship to the address that is input by YOU, and the label is created automatically by the system. We have no way of knowing it is an incorrect address, whether that is the Apt # or an entirely different address. Similarly, if you are moving, if you do not put anything in the order notes like 'please wait 5 days', or 'must arrive by __ date' on the cart page, we WILL ship the item as we regularly do. Again, it is all done by what is in the shop system.
Who pays for shipping when item was returned to sender?
If your item is returned to me due to your error (wrong shipping address for example), you will have to cover the re-shipment. If it was my error, I will of course take care of sending it again.
You are responsible for paying any fees related to importing, duties, etc. I do not know what they are and cannot estimate them. I will also not change the value of the package.
*How are your orders packaged?While we try to be as environmentally friendly as possible in our daily processes, our top priority is the SAFETY of your crystals. Every order comes in a box, even the ones that are shipped in an envelope. The individual pieces are packed tightly in paper shred (made from recycled paper), each piece is wrapped in toilet paper (yes it sounds weird, but it is an industry trick, and also made of recycled paper), and then wrapped in thin plastic to keep them safe.
Slabs are often also packed in a cardboard and thin foam wrapped sleeve for extra protection. Some tumbles and jewelry items may also be found in small organza bags. We truly do everything we can to keep them safe in their travels and luckily have VERY few issues no matter how hard the USPS or UPS are on them.
Taxes are charged for the state of California. Some additional states may automatically charge as well if you live in a state where it is required. I cannot control this, and I do not make any money on this.
Do you have any discount codes or sales?
We do not have discount codes, nor do we offer 'bulk discounts' or haggling, please do not ask for a discount. Any discount sales take place on our Instagram for the most part, but are very rare. If we have a sale, it will very obviously be noted on the website.
Do you offer payment plans?
Payment plans are available ONLY through the app Partial.ly. I cannot split payments between two cards. The option is available on orders over $150 and will automatically appear as a payment option. Please see the Payment Plan page for the full rules and terms of service. It is your responsibility to read the terms of service regarding the plans.
Can you hold and item for me?
I absolutely do NOT do holds on items that are not paid for. Sorry.
Do you have an affiliate program?
I no longer have an affiliate program, I am sorry!
Do you do Live Sales on Instagram?
We occasionally do Live Sales on our Instagram page, but we often do Story Sales instead as many people have said they prefer them. You can visit my sale page for more information, rules and upcoming dates.
Why did I get blocked from your Instagram accounts?
You may be blocked from my Instagram accounts for a wide variety of issues related to breaking the sale or page rules. I am also part of a network of crystal shops that report issues to one another. If you have severely broken other shop's rules, (mainly not paid for an order in this situation), I may block you as well. If you would like to appeal this ban, please visit this page.
How do I wash my crystal sleeping mask?
Each mask is shipped with instructions, but you can also find them here! I highly recommend using a laundry bag for the mask. I use the 'bra' one from this set on Amazon since it is structured.
Detailed shipping estimates are available on this page. Thanks!
**Cats Present!! -- Please note that I do have two adorable kitties that live with me. They may be around crystals or packing materials. If you have a severe allergy, please let me know and I will do everything possible to make sure your package is free of any cat contact.**