As a buyer, you are fully responsible for thoroughly reading and understanding our listing descriptions and shop policies. By ordering from Rocks and Gems Canada you are agreeing to comply with all of our shop policies.
If you have any questions about our policies, please reach out to us via email.
Looking at the photos is not an accurate way to understand size. It is important to always read listing descriptions, which will give you a more accurate idea of the measurements of the item. The written sizes are very close approximations, and may vary slightly depending on which direction is being measured. Typically our measurements are based on the longest side. Small discrepancies may occur due to human error.
Purchasing from Rocks and Gems Canada:
Our website boasts three types of Buying options: Direct, Selecting Labelled Variants, or Selecting Unlabelled Variants.
Direct: (The majority of our products fall under this category.)
We are often asked if the photographed item is the one that customers will receive, and the answer is yes, unless it has a disclaimer at the bottom along the lines of, "the item you receive may have slight differences from the one photographed," you will receive the photographed item.
Our company believes in transparency, with a policy of "No surprises." That means that we do our best to get an accurate photo of the item, without enhancing the colour saturation or using other Photoshop methods to make the item look better. Our top priority is to ensure that our customers receive what they are expecting.
If the exact item that you have ordered cannot be found, then we will reach out to you with photos of availability for a substitution. We will not make any changes to your order without your consent. If none of the selected options are acceptable to you, then we can also cancel the item from your order.
Selecting Unlabelled Variants:
Unlabelled variants are used when one item, or a group of items, are close enough in appearance that a selection of photos are an accurate representation of the available options. These products will often have a disclaimer at the bottom along the lines of, “the item you receive may have slight differences from the one photographed."
When purchasing from a grouping, please read product descriptions and look through every single one of the photos to get a better idea of the variety available. Looking only at the first photo will NOT give you an accurate representation of all the varieties or sizes available. By purchasing from a grouped listing, you acknowledge that any of the colours, shapes, or patterns included in all the pictures could potentially be in your order, and that none of the photographed items may be selected.
If you are interested in selecting your stone from a lot picture, please reach out to us prior to placing your order for photos of availability, or include a note in your order requesting this service. It is not guaranteed that if you request a specific item, it will still be in stock.
Selecting Labelled Variants:
These are often found in Group or Lot pictures, where we feel that the whole group has too much variation to be represented by only one picture. These products will be labelled with letters or numbers and you will be asked to select your favourite before adding it to cart. In these products, if you do not see the option you would like, then it likely is sold out.
***If you have made a selection and the picture doesn’t change, please don’t worry, as they don’t always do that. Whichever selection you make will be submitted in your order and packed, regardless of what picture is showing at the time of your selection.
Please note that the various products that we carry are a natural product, and that sometimes stones, meteorites, and fossils have small imperfections and blemishes. This may include marks from polishing for any item that is shaped, as the majority of this type of work is done by hand. Some stones have oddities that are difficult to see such as druzy caverns, hollow pockets, or small marks/flaws along the surface of the stone. We select only the best pieces for our website, and do a thorough quality control check prior to shipping any purchased items. We also try our best to include any blemishes in photos, but if this is a concern for you please contact us prior to purchasing.
Photography and Accuracy
The majority of our photos are taken with an iPad or tablet in a bright lightbox with a white or black background. We do not use any programs to alter the photos beyond their natural beauty. Colours may appear slightly different on screen depending on the monitor settings your device has. If you feel that a colour is significantly different, please place it in bright sunlight against a white or black background for comparison.
If you purchased an item that has flash such as moonstone, opal, labradorite, or ammolite, the best way to find the flash is with a bright directional light such as a flashlight. Diffused lighting (ex: a cloudy day, a dim room, in the shade) may make the colour flash difficult to find.
We stock only the highest quality of our products online, as we feel it is better to ensure that the products we ship will meet the high expectations of our customers. When the quality is high, it becomes unnecessary to use Photoshop or other editing “tricks” to improve the appearance of the items.
Unpacking your Order:
Please use caution and care when opening your order. Some items are small or fragile so we recommend unpacking on a flat, clean surface or somewhere where you do not need to worry about your new pieces being damaged or lost. Please be sure you have checked all packing material before recycling or disposing of it. All orders include a packing slip, which will have all of the information cards and certificates of authenticity attached to it. Items shipped in small jewellery boxes may have a layer of protective foam or cotton on top of the piece – the boxes are not empty. We double check orders carefully before sealing the package, so it is extremely unlikely that an item would be missing from your order. We reserve the right to reship or refund in the rare event of missing items.
Reservation of items:
We do not offer Item reservations. The majority of the stock listed on our website is one-of-a-kind pieces, featuring genuine stones, of which no two are exactly alike. Our most popular items sell out extremely quickly and it is best to buy rather than wait, as these items are rarely replaced by identical stock.
If you are looking for a specific item that is no longer available, please reach out to us so we can check to see if it is in stock in our retail stores, and available to transfer online.
Please note that most of our rings can be found in other sizes.