1. Payment is not summit in time or we can not confirm your payment.
2. Incorrect shipping address.
3. Holiday rush.
4. Items not ready in stock or backorder.
5. Order placed during non-business days.
We understand that maybe you want us to send you free samples for your quality checking before place an order. Yes, we can supply you free samples, that is not much value. But you have to pay for the freight cost. This is our sample policy. If there are too many customers ask for free samples, that will be a big cost if we also pay the freight cost for everyone. Hope you understand.
As a courtesy, we will refund part or all of the freight cost to you after you place the order(depends on the quantity you buy).
For the freight cost of your destination, you can send us an email at [email protected] to ask for a quote. Or if you have a courier account(UPS, FedEx, DHL, TNT, etc), you can provide your account number to us, and we will send samples through your courier account by freight cost collected.
We sincerely thank you to choose and cooperate with us. Our primary goal is to make you satisfied with our service and products. In case you are not satisfied with our products or simply would like to return them, please check our return policy and additional information as below.
About missing/broken items: All missing and broken items must be reported within 72 hours after the buyer receive the parcel.
About defective items: Return any defective items that are entitled to a replacement only during our warranty period and under our warranty return policy.
About return items:
1. No restocking fee charged for a returned item.
2. Within 30 days after the buyer received the package the items must be returned.
3. Returned items must be the same as the original condition.
4. Return to Personal Name Only, please contact us before return any items.
5. Shipping cost is not refundable.
6. Buyer responsible for the return shipping cost.
7. Please allow us 2-3 days after receiving the return parcel to inspect the items and to REFUND.
8. Abuse of our return policy will not be tolerated. We reserve the right to refuse refund requests for excessive returns.
BEFORE YOU SHIP THE STONES BACK TO us, make sure to email us at [email protected] to confirm shipping details and any other information.