Shipping policy
Shipping Quick Summary
Shipping costs are calculated based on the total weight of the order. We use flat rate shipping to the U.S. with the following rates:
| Package Weight | Shipping Cost |
| < 0.5 lbs | $3.99 |
| 0.5-1 lbs | $5.99 |
| 1-2 lbs | $8.99 |
| 2-5 lbs | $13.99 |
| 5-10 lbs | $21.99 |
Packages usually arrive within 3-4 days, but could occasionally take 2 to 7 days. Feel free to reach out if your order is time-sensitive.
The rest of this document outlines the shipping policy in greater detail.
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Gates Gems ("we" and "us") is the operator of https://gatesgems.com ("Website"). By placing an order through this Website you will be agreeing to the terms below. These are provided to ensure both parties are aware of and agree upon this arrangement to mutually protect and set expectations on our service.
1. General
Subject to stock availability. We try to maintain accurate stock counts on our website but from time-to-time there may be a stock discrepancy and we will not be able to fulfill all your items at time of purchase. In this instance, we will fulfill the available products to you, and contact you about whether you would prefer to await restocking of the backordered item or if you would prefer for us to process a refund for those items.
At this time, shipping is only offered in the United States. International shipping may be made available in the future. As such, the promotion for free shipping on orders over $50 applies to domestic shipping only.
2. Shipping Costs
Shipping costs are calculated during checkout based on the total order weight, including packaging. The flat rate shipping cost by weight is shown below. Payment for shipping will be collected with the purchase. This price will be the final price for shipping cost to the customer.
| Package Weight | Shipping Cost |
| < 0.5 lbs | $3.99 |
| 0.5-1 lbs | $5.99 |
| 1-2 lbs | $8.99 |
| 2-5 lbs | $13.99 |
| 5-10 lbs | $21.99 |
3. Returns
3.1 Return Due To Change Of Mind
Due to the delicate nature of our products, we do not accept returns or exchanges. We thank you for your understanding. Feel free to contact us at sales@gatesgems.com with any questions.
3.2 Damage
Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right.
We carefully package all products to help ensure that they are not damaged during the delivery process. We cannot be liable for any damage that occurs during delivery. If the product appears damaged upon arrival, please contact the relevant delivery service to file a damaged freight claim.
4. Delivery Terms
4.1 Transit Time Domestically
In general, domestic shipments are in transit for 2 - 7 days. Please send a message if your order is time-sensitive and we will do our best to accommodate your needs.
4.2 Transit time Internationally
Generally, orders shipped internationally are in transit for 4 - 22 days. This varies greatly depending on the courier you have selected. We are able to offer a more specific estimate when you are choosing your courier at checkout.
4.3 Dispatch Time
Orders are usually dispatched within 2 business days of payment of order Our warehouse operates on Monday - Friday during standard business hours, except on national holidays at which time the warehouse will be closed. In these instances, we take steps to ensure shipment delays will be kept to a minimum.
4.4 Change Of Delivery Address
For change of delivery address requests, we are able to change the address at any time before the order has been dispatched.
4.5 P.O. Box Shipping
Gates Gems will ship to P.O. box addresses using postal services only. We are unable to offer couriers services to these locations.
4.6 Military Address Shipping
We are able to ship to military addresses using USPS. We are unable to offer this service using courier services.
4.7 Items Out Of Stock
If an item is out of stock, we will dispatch the in-stock items immediately and send the remaining items once they return to stock.
4.8 Delivery Time Exceeded
If delivery time has exceeded the forecasted time, please contact us so that we can conduct an investigation.
5. Tracking Notifications
Upon dispatch, customers will receive a tracking link from which they will be able to follow the progress of their shipment based on the latest updates made available by the shipping provider.
6. Parcels Damaged In Transit
If you find a parcel is damaged in-transit, if possible, please reject the parcel from the courier and get in touch with our customer service. If the parcel has been delivered without you being present, please contact customer service with next steps. We carefully package all products to help ensure that they are not damaged during the delivery process. We cannot be liable for any damage that occurs during delivery. If the product appears damaged upon arrival, please contact the relevant delivery service to file a damaged freight claim.
7. Duties & Taxes
7.1 Sales Tax
Sales tax will be added to the order total during the checkout process, and has not already been applied to the price of the goods as displayed on the website.
7.2 Import Duties & Taxes
Import duties and taxes for international shipments may be liable to be paid upon arrival in destination country. This varies by country, and Gates Gems encourage you to be aware of these potential costs before placing an order with us.
If you refuse to to pay duties and taxes upon arrival at your destination country, the goods will be returned to Gates Gems at the customers expense, and the customer will receive a refund for the value of goods paid, minus the cost of the return shipping. The cost of the initial shipping will not be refunded.
8. Cancellations
If you change your mind before you have received your order, we are able to accept cancellations at any time before the order has been dispatched. If an order has already been dispatched, please refer to our refund policy.
9. Insurance
Parcels are insured for loss and damage up to the value as stated by the courier.
9.1 Process for parcel damaged in-transit
We will process a refund or replacement as soon as the courier has completed their investigation into the claim.
9.2 Process for parcel lost in-transit
We will process a refund or replacement as soon as the courier has conducted an investigation and deemed the parcel lost.
10. Customer service
For all customer service enquiries, please email us at contact@gatesgems.com.