Rocks and Gems Canada Website Shop Policies
Welcome to Rocks and Gems Canada .com – the digital platform for our beautiful retail stores!
Please take the time to read through our digital store policies to avoid unexpected surprises, especially since they do differ from what we offer in our physical retail shops.
Should you have any questions, we are happy to answer them via email for the fastest results, however you are also welcome to reach out to us at any time over social media as well.
Returns and Exchanges
Cancellations: We can accept order cancellations, but only prior to your order being shipped. Please request a cancellation immediately, as we try to fulfill all orders within 24 hours of purchase. Once your order has shipped, we cannot cancel it, or make any changes to it.
Returns or Exchanges: Currently, we do not accept any returns or exchanges, but please reach out if there is any problem with your order.
We do not accept returns or exchanges after the item(s) have been shipped. If you wish to cancel or edit an order, please contact us via email immediately, as no changes can be made once your order is out for delivery.
***In cases of severe damage during the shipping process – we will accept returns with an 100% refund to you on the damaged item: you will be required to provide us with photos of damaged goods within a maximum of 3 days after tracking has confirmed delivery to your location. After we have verified that the damage was caused by shipping, we will provide you with our return shipping address to which you can send the damaged item, and the refund will be issued after we have received and checked the item. Please note that damage claims after the 3 day maximum will not be accepted. Refunds will not include any shipping costs that are paid by the customer.
Rocks and Gems Canada accepts a variety of payment methods online, including all major credit cards, PayPal, Apple Pay and Android Pay. Items are payable through the Checkout screen.
Orders will be shipped only after confirmation of payment.
Only one coupon code may be used per order.
All orders over $75 CAD will be offered free shipping so long as the item is being shipped within Canada or the United States of America. This promotion may be used in conjunction with a discount code, however the $75 threshold must still be met after the discount is applied.
***Please note: Our website operates separately from our physical retail stores. All items purchased online are not eligible for return or exchange in our retail stores. All orders placed online must be shipped – we do not allow pick-ups for orders placed online, nor do we allow website items to be paid for in our retail locations, then shipped. Please do not bring items ordered online to our retail stores if there is a problem with it. Instead, please reach out to us via email and we will do our best to find a way forward together.
Any item(s) purchased will be shipped within 1 week (5 business days) from confirmation of the payment, however most orders will be processed within 24-48 hours of the confirmation of your order. Please allow us time to process your order, as we have a very small team available to pack your orders, while also dealing with the many things that it takes to run a website.
In some cases we may need additional information or corrections for your address. If an item is no longer in stock, or if we cannot find the exact item that you ordered, we will reach out to you so that you can select a suitable substitute, or cancel the item from your order. Shipping may be delayed until communication with you has been completed.
We use Canada Post services for shipment to ANY country, so please do not worry if you are far away from Canada – we can ship to you!
According to the postal service, US & Canadian parcels should arrive within 5 business days, international items should arrive within 10 business days after dispatch: Unfortunately, we have found that shipping periods are not always accurate, as delays do occur depending on your local postal services, weather conditions, and other unforeseen circumstances. Orders to Australia frequently take longer to arrive, so please be patient if this is your location.
While we always select the same shipping method or timeframe that our customers choose at checkout, these “deadlines” are not a guarantee of service. We ask that should you require truly express shipping, you reach out to us prior to placing your order so that we can quote faster shipping with a more reliable carrier. Please note that because we are based in a small town, our designation with Canada Post is “Rural,” which will typically add an additional day to all quoted timelines.
***We ship ALL orders with TRACKED services. You will receive an email with a shipping notification and tracking number so you can look at where your package is at all times.
If you have a suspicion that the package has been lost/ significantly delayed /misplaced during its travel - we suggest that you go to your local post office with your tracking number and ask them to find it for you. This is the fastest and easiest way for you to find more information on the location of your package. To lodge a formal inquiry with Canada Post online, please follow this link. At the bottom of the page, you are able to submit a service ticket with Canada Post for further information regarding your late or lost package.
Once a package has been taken to the post office and/or marked as delivered it is no longer our responsibility to keep track of its whereabouts. We do not offer refunds for stolen mail.
It is the buyers responsibility to ensure that the importing and exporting requirements of your country have been met. You are responsible for any customs tax, fees, or charges that might occur, and you can contact your country's customs department prior to ordering to find out what these fees will be.
(Customs charges are essentially a tax imposed by each country's government for the import of goods. Since you are the one who has purchased/ brought in the goods, it is not our responsibility to pay the fee since our company is not a resident of that country. Any claims to hold us accountable for customs fees will be denied immediately. If the buyer refuses the package for any reason, a refund will not be issued.)
If your order is not claimed within the deadline, or if an error in the shipping address that you have input occurs, your package may be returned to us as “Undeliverable.” Please note that we will reach out to you regarding your order after it has returned to our head office. We will not take any action until we hear from you. If the item was marked undeliverable due to an error that was at the fault of the customer, the customer must pay the shipping charges to get their order sent a second time. Undeliverable orders are not eligible to be cancelled, or for any other type of refund or exchange. To ensure your order is using an address that can be recognized by Canada Post as a valid address, please click here.
Additional policies and FAQs
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.
If you are looking for something that you do not see on our website, please send us an email detailing your request. We will get back to you typically within 24-48 hours of your request.
All orders from inquiries will be processed through our website. We are unable to process these orders via phone or in our retail locations at this time.
Please note: custom orders or inquiries for items not listed on our website are exempt from free shipping. Please reach out to our web sales team for a shipping quote, or for further clarification.
We are a small, family-run business and do not have the capability to offer wholesale pricing, or bulk discounts.
If you are looking for large quantities in your order, please reach out to us via email to make your request. While we cannot accommodate wholesale pricing, we may still be able to offer our goods in higher quantities than what is listed on our website.
If you need to get in touch with us, please use the following information.
For the fastest response, please:
Our Web-sales Customer Support team is available Monday to Saturday 9:00am - 4:30pm. Customer support is currently unavailable on Sundays.
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**Please note that all metaphysical, spiritual, or healing properties listed are collected from various sources. This information is offered as a service and is not meant to treat medical conditions. These spiritual properties can be used in meditation, and is meant to promote inner contemplation, and is not a physical treatment. Rocks and Gems Canada does not guarantee the validity or accuracy of any of these statements. Always seek advice from a medical professional before attempting to treat physical or mental ailments with crystals, minerals, fossils, or meteorites.
Rocks and Gems Canada is a division of Biro Holdings Limited.
Note: These policies went into effect on January 7, 2021 at 12:01 am. Orders placed on or before January 6, 2021 are bound to our previous store policies, and not these ones. If you have any questions about an order placed before January 7, 2021, please reach out to us for further details. Thank you.