How do I know if my credit card information is secure?
We have a SSL certificate. When you see the 's' in https:// that means it's a secure site.
In which currency will I be billed?
The currency will convert to the country that you are browsing our site but when you are at checkout it will be in USD.
How do I know I am receiving authentic 100% Canadian Nephrite Jade?
We are a respected online retailer of Canadian Nephrite Jade. We only buy from our mining supplier in British Columbia, Canada. All of our jade products are 100% pure Nephrite Jade with no artificial coloring, dyes, nor any treatment to enhance the color....GUARANTEED! All of our shipped products will have an enclosed authenticity card with their purchase. Orders over $1,000 will come with a GIA certificate.
Am I able to make a return?
Yes, you may return your product as long as it is within the 14 days of delivery. If 14 days have gone by since your receipt of purchase, unfortunately we can’t offer you a refund or exchange.
How do I proceed with a return?
Contact us within 14 days of delivery for an authorization number. To complete your return, we require a receipt or proof of purchase. When returning item, please write 'return' on documents. Please do not send your purchase back to the manufacturer. Send items back within 21 days of delivery.
To be eligible for a return, your item must be unused and in the same condition that you received it. It must also be in the original packaging.
What is not returnable?
Any item not in its original condition, is damaged or missing parts for reasons not due to our error.
Any item that is returned more than 21 days after delivery.
When could I expect to receive my refund?
Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund.
If you are approved, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment, within a few amount of days.
What happens if I still have not received my refund?
If you haven’t received a refund yet, first check your bank account or credit card provider as it may take some time before your refund is officially posted.
Only regular priced items may be refunded, unfortunately sale items cannot be refunded.
Do you accept exchanges?
We only replace items if they are defective or damaged. If you need to exchange it for the same item, send us an email at email@example.com and we will send you a R/A number along with our address.
Am I able to return a gift that I received?
If the item was marked as a gift when purchased and shipped directly to you, you’ll receive a gift credit for the value of your return. Once the returned item is received, a gift certificate will be mailed to you.
If the item wasn’t marked as a gift when purchased, or the gift giver had the order shipped to themselves to give to you later, we will send a refund to the gift giver and s/he will find out about your return.
You will be responsible for paying for your own shipping costs for returning your item. Shipping costs are non-refundable. If it is a replacement product, we will pay the return shipping costs.
Depending on where you live, the time it may take for your exchanged product to reach you, may vary.
If you are shipping an item over $75, you should consider using a trackable shipping service or purchasing shipping insurance. We don’t guarantee that we will receive your returned item.
How do I track my order?
You will receive an email with your confirmation of purchase. You will also receive another email with tracking info once your purchase has been shipped.
How long can it take to receive my order?
Products come from our local and overseas warehouses. Each product ordered is individually picked, packed and shipped. This process could take 3-7 business days. Shipping times after that could vary depending on the countries' postal services. Shipping could vary between 2 - 6 weeks.
How is my order shipped if I am in the US?
We use USPS for all US destinations.
Are there any other costs incurred to receive my order?
For shipments outside the Canada, import duties, taxes and VAT charges are not included in the item price or shipping charges. These additional charges are the buyer’s responsibility.
As an EU shopper should I be aware of anything else?
EU SHOPPERS - If you are receiving a parcel from a country outside the EU it may incur Customs charges. Any parcel assessed as being liable for Customs charges will also incur a Royal Mail handling fee and may be liable to import VAT. Please follow your tracking as most times international packages get sent to the post office because of these duties. The packages are normally held for two weeks then sent back if unclaimed.