Items must be unused, undamaged (beyond normal shipping wear), and returned with original packaging, tags, and any included original items. Returns must be requested within 14 calendar days of the delivery date shown on your tracking. Final sales items like personalized pieces, mystery boxes, clearance items, and any items marked final sale at checkout

Email hello@earthglogems.ca with your order number, the item name, and a quick note about why you'd like to return or exchange it. Within 2 business days, we'll send you a Return Authorization (RA) number and simple instructions. Please package your item securely, write the RA number clearly on the outside of the box (or include it on a note inside), and ship it back to us using a tracked service for extra peace of mind.

If It's Our Error: If your item is wrong, damaged, or defective, we'll email you a prepaid return label to print and attach to your package. We'll cover all shipping costs, including the original shipping to you.

If it's a Change of Heart: if you're returning an item simply because it's not the right fit, we'll gladly accept your return. Please, just note that the original shipping cost can't be refunded.

For International Returns:

For customers outside Canada, we kindly ask that you cover the return shipping and any applicable customs or import fees when sending your parcel back.

If your order arrives damaged or not quite right, please email hello@earthglogems.ca within 3 days of delivery.

Please include:

• A few photos of the item and packaging (inside and out)

• Your order number

• A quick note describing what happened

Once we review the details, we’ll make it right, with a replacement or a refund, whichever you prefer.

Returns received after 14 days or without prior email authorization may not qualify for a full refund. In those cases, we may return the item to you or issue a partial refund at our discretion.

A small restocking fee (up to 10%) may apply to help cover handling and inspection. If, for any reason, you'd prefer an exchange instead of a refund, we're usually happy to waive this fee entirely.

We handle all returns with care, but we may need to refuse returns that don't meet our conditions (e.g. improperly packed or damaged in transit). This policy follows Canadian consumer protection laws, and your legal rights always come first if there's ever a conflict. For international orders, any customs, duties, or import fees (both outbound and return) are the buyer’s responsibility.

Once your return arrives, we'll take a quick look to make sure everything's in order and email you within 5 business days. Approved refunds are issued to your original payment method within 5–10 business days. If you’d prefer, we’re always happy to offer store credit or an exchange instead. If a small restocking fee applies (up to 10% of the item value), we’ll let you know before finalizing your RA.

Orders can be cancelled within 12 hours of purchase, provided they haven't shipped yet. After that, once the order is processed or shipped, cancellation isn't possible, but you can still request a return once it arrives.

We’re always happy to help with exchanges within 14 days of delivery.

Email hello@earthglogems.ca with your order number and the item you’d like instead.

• You’ll receive a Return Authorization (RA) and simple next steps.
  
• The replacement item ships once your return arrives and passes inspection.

Items must be unused and in original packaging.

The customer covers return shipping for change-of-heart exchanges; we cover it if the item was incorrect or somehow damaged.

We’ll simply adjust the payment or issue a credit/refund for the difference.

Exchanges are processed very quickly, usually within 3–5 business days of receiving your return.

• Standard – Canada Post Expedited / Regular Parcel – 3–10 business days (within Canada) – Tracked

• Express – Canada Post Xpresspost / Courier – 1–3 business days (within Canada) – Tracked

• U.S. Orders – Canada Post / USPS – 7–20 business days – Tracked

• International – Canada Post / Courier – 7–30+ business days – Tracked (where available)

• Local Pickup (Lunenburg, Ontario) – Ready within 1 business day – Tracking not applicable

Please note that Delivery times are estimates only, and can sometimes vary due to customs, weather, or courier delays; we appreciate your patience if any delays occur.

Shipping costs are automatically calculated at checkout based on your order’s weight and destination. You’ll always see the total before completing your purchase, so there are no surprises.

Yes! We offer free standard shipping on all Canadian orders over $150 CAD. Please note that there are a few exceptions to this, including very remote or rural areas where carrier surcharges apply. If this affects your order, you’ll see the adjusted rate at checkout before finalizing payment, so no surprises.

We primarily use Canada Post, with UPS, Purolator or FedEx for heavier parcels. Tracked shipping is included for most services. Untracked options are available for small, lower-value items, but please note we cannot replace or refund untracked packages lost in transit.

Every item is individually wrapped and cushioned for protection using eco-friendly, recyclable materials. We take pride in ensuring your order arrives in perfect condition, with packaging designed to protect delicate items and reduce any environmental impact, a reflection of our care for both you and our planet.

International buyers (outside Canada) are responsible for customs duties, taxes, or import fees charged by their country. EarthGlo Gems cannot predict or control these costs or customs delays. Packages refused due to customs fees will be refunded minus shipping costs once the item is safely returned to us.

Orders over $150 CAD may require a signature on delivery and/or include insurance for safety. If you wish to add insurance to smaller orders, contact us before checkout, and we will help you get set up with that.

Please double-check your shipping address at checkout. If an address error causes a return to sender, we can reship once the parcel arrives back, but new shipping charges will apply.

Local pickup is available at our Lunenburg, Ontario, location. Select “Local Pickup” at checkout. We’ll email you when your order is ready (usually within 1 business day). Please pick up within 7 calendar days. Unclaimed orders may be restocked and refunded minus a 10% restocking fee.

If your order arrives damaged, please contact us within 3 calendar days with photos of the packaging and product. For lost or stolen tracked packages, we’ll assist with a carrier claim. Untracked packages cannot be insured or replaced once shipped.

Some orders may ship in multiple parcels (if items ship from separate storage locations). Each shipment will have its own tracking number.