We want you to feel completely confident when ordering crystals and stones from EarthGlo Gems. Every piece is carefully selected, packed with care, and shipped from Canada. If something isn’t right, we are here to help and will guide you through the process clearly and respectfully.
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Shipping & Delivery: Processing Time

Orders are typically processed and shipped within 1–3 business days (Monday–Friday, excluding holidays).

Orders placed after 3:00 PM Eastern Time begin processing the next business day.

During holidays or high-volume periods, processing may take up to 5 business days.
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Delivery Estimates

Delivery timelines are estimates and may vary due to weather, customs, or carrier delays.

Canada (Tracked Shipping)
Standard: 3–10 business days
Express: 1–3 business days

United States (Tracked Shipping)
7–20 business days

International (Tracked where available)
7–30+ business days
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Shipping Costs

Shipping costs are calculated automatically at checkout based on your location and order weight.

Free standard shipping is available on Canadian orders over $150 CAD.

Remote or rural addresses may incur additional carrier surcharges, which are always shown before checkout.
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Carriers & Tracking

We primarily ship crystal and stone orders using Canada Post, with UPS, Purolator, or FedEx used when appropriate.

Most shipments include tracking. Some small, low-value items may ship untracked, but these shipments cannot be insured or replaced if lost.
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Packaging

Every crystal and stone is individually wrapped and cushioned using eco-friendly, recyclable materials to ensure safe delivery while minimizing environmental impact.
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Customs, Duties & International Orders

Customers outside Canada are responsible for any customs duties, import taxes, brokerage fees, or other related fees charged by their country.

EarthGlo Gems cannot estimate or control these charges.

If a shipment is refused due to unpaid customs fees, any refund issued will be reduced by:

• Original outbound shipping costs
• Return shipping costs
• Carrier handling or administrative fees
• Customs duties, taxes, or brokerage
fees charged to us

Refunds are issued only after the returned parcel has been safely received and inspected.
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Returns & Exchanges: Return Window

Returns and exchanges are accepted within 14 calendar days of delivery, based on carrier tracking confirmation.

To qualify, items must be:

• Unused
• In original condition
• In original packaging with all labels and included items

Items showing use, damage, alteration, improper handling, or missing components may be refused or may receive a partial refund.

Damage during return shipping caused by insufficient packaging is the customer's responsibility.
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Final Sale Items (Non-Returnable)

The following items cannot be returned or exchanged:

• Personalized or engraved items
• Mystery boxes or grab bags
• Any item marked Final Sale at checkout
• Clearance items discounted 40% or more

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How to Start a Return or Exchange

To begin a return, email: info@earthglogems.com
Please include:

• Your order number
• The item(s)
• Reason for return

We will issue a Return Authorization within 2 business days.

Returns sent without authorization may be refused.

Tracked shipping is strongly recommended for all returns.
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Return & Shipping Responsibility

We will provide a prepaid return label and cover all return shipping costs.

If we made an error (wrong, defective, or damaged item):
We will provide a prepaid return label and cover all return shipping costs.

If returning due to a change of heart or an exchange request:
Return shipping costs are the customer's responsibility. Original shipping charges are non-refundable.

International returns:
Customers are responsible for return shipping and any customs, duties, taxes, brokerage, or import fees.
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Damaged or Incorrect Orders

If your crystals or stones arrive damaged or incorrect, please contact us within 3 calendar days of delivery.

Your email must include:

• Clear photos of the item
• Your order number
• A brief description of the issue
• Photos of all packaging (inside and outside the box

Claims without photo documentation may be declined.

All claims are reviewed before approval for replacement or refund.
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Delivered Shipments

Once tracking shows a package as delivered to the address provided at checkout, EarthGlo Gems is not responsible for theft, loss, or misdelivery.

We are happy to assist with carrier investigations, but replacements or refunds are not guaranteed once delivery is confirmed.

Untracked shipments cannot be replaced if lost in transit.
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Refunds & Processing

Returned items are inspected within 5 business days of arrival.

Approved refunds are issued within 5–10 business days to the original payment method.

Store credit or exchanges are also available upon request.

In rare cases, a restocking fee of up to 10% may apply to cover inspection and handling. This will always be disclosed before processing your refund, and may be waived for exchanges.

Returns outside the 14-day window may be declined or may receive a partial refund, depending on condition.
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Order Cancellations

Orders may be cancelled within 12 hours of purchase, provided they have not yet shipped.

Once shipped, orders cannot be cancelled, but may still qualify under the return policy.
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Payment Disputes & Chargebacks

If a payment dispute or chargeback is filed without contacting us first, we reserve the right to provide supporting documentation to the payment processor, including shipment confirmation, delivery tracking, and policy acknowledgment.

We strongly encourage customers to contact us directly so we can resolve any concerns quickly and fairly.
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Canadian Consumer Protection

This policy operates alongside your rights under Canadian consumer protection laws. Where required by law, those rights apply.