FQA

Modify or Cancel Order

Can I change my order or cancel it?

不幸的是，对于定制订单，一旦您下了订单，就无法更改或取消。这是因为我们的团队会立即处理您的订单。

对于非自定义订单，如果您的订单尚未履行，我们可以进行更改或取消。

what if I want tochange the the ship-to address?

如果您的订单尚未完成，请联系我们，我们可以为您更改地址

Shipping Information

How long is shipping?

NON CUSTOM ORDERS

Orders are typically shipped out within 24 hours but please allow up to 2 business days

CUSTOM ORDERS

Manufacturing can take up to 25 business days from the day the order was placed. Once your order ships you will be emailed tracking information. Shipping can take 3-5 business days for domestic orders, and 8-18 business days for international orders.

To further check the status of your order, log in to the Help center

where are orders shipped from?

Orders are sent directly from our Chicago, USA warehouse. Shipping costs are affordable and vary depending on the size and weight of your order, and are calculated at check out. We provide excellent, reliable shipping services within the United States, to Canada, and the rest of the world. All shipping services include tracking information.

After your order has been successfully placed, you will receive a confirmation email. Once it has been shipped, you will receive a second email containing your tracking information. Please allow up to 24 hours for your tracking information to be updated.

International shipping &Customs

Shipping internationally does mean that you may be required to pay customs and import taxes. All international customers are responsible for the customs rates within their own country. For further information, we recommend contacting your local customs office.

Mypackage is lost in the mail

We understand that sometimes the post office will lose a package. We offer refunds or replacements if your package got lost in the mail. Your tracking must not have been updated for at least 30 days to qualify.

Returns &Exchanges

what is your returns and Exchanges policy?

CUSTOM ITEMS

Due to the nature of the product we unfortunately can't cancel custom orders. We process orders immediately. We do offer replacements or returns for damaged custom items.

Damaged Items include:

markings/spots on your photo that weren't on your uploaded photo
damaged or defective gem

Damaged items do not include:

Blurry images caused from a low resolution photo uploaded
Items with no visible markings/spots

If an item is damaged you must send in a picture/video before we offer a replacement or refund. If you want to get a refund you must return the product.

NON-CUSTOM ITEMS

You may return a product for up to 30 days from the date of delivery. Any product you return must be in the same condition you received it and in the original packaging. Please keep the receipt. Your refund will be issued upon receipt of the return merchandise to the original form of payment.

If you would like to make an exchange, we will accept an exchange as long as you contact us within 30 days of the delivery date. We will either issue store credit for what was spent upon arrival or we will process the exchange for you.

Refunds may take 3-7 business days to process, and may take longer depending on your financial institution. Refunds for orders that used Afterpay may also take longer to process.

Custom Items

Photo Requirements

For the best quality photo we suggest having your photo at least 1,000 x 1,000 pixels. If you have questions regarding if your photo is of quality please reach out to our team and we will let you know!

对于小于 400 x 400 像素的照片，我们将与您联系，让您提供新照片。如果我们没有收到您的回复，您的订单将被自动处理，我们将使用您提供的照片进行订购。如果您的照片变得模糊，我们概不负责。

低分辨率或照片放大过多可能会导致自定义 Gem 中的照片质量不佳

Damaged product

We offer free replacements for damaged items.

Damaged items include:

markings/spots on your photo that weren't on your uploaded photo
damaged or defective gem

残损物品不包括：

上传的低分辨率照片导致图像模糊
没有可见标记/斑点的物品

如果物品损坏，您必须在我们提供更换或退款之前发送图片/视频