GemsHeaven.net

Frequently Asked Questions
Ordering Payment Shipping Return Policy Ordering How do I place an order? - Simply choose the item of preference and click the Buy Now button to add it to your cart. Once you are ready to proceed to check out and pay for your order, simply click the Check Out button. You will be prompted to register with us if you have not yet done so, after which you can proceed with your payment. When you click the Pay button you will be linked to make a secure payment at www.paypal.com. Feel free to contact us if you have any questions at all. All emails are replied to within 24 hours or less. Payments What method of payment do you accept? - We accept payments via Paypal.com. You can pay by credit cards (VISA, MasterCard and American Express) as well as eCheck. We can also accept payments via Western Union Transfers – please contact us for details in regards to this. I want to pay by check or money order which method of payment should I use? - You can pay by eCheck via Paypal.com. We do unfortunately not accept any personal checks, cashier’s checks or money order at this point of time. I want to pay by credit card. Which method of payment should I use? - We only accept credit card payments through Paypal.com. Do you accept credit cards directly? - At this point of time we only accept credit card payments via Paypal.com. What is Paypal and is it free to use? - PayPal is the world’s largest online payment gateway and is completely free account-based system. Paypal provides the most secure, instant and convenient online payment available today. In order to protect customer security and privacy, PayPal uses the latest technology and strict protocols to keep your personal information safe. Please note, we are not provided with sensitive financial information like your credit card or bank account details. How do I pay using PayPal? - Once you have won an auction we will send a payment request to you via paypal.com. This will provide you with a link from which you can access the payment page on Paypal.com. Here you will be able to review the details of your order, including the total purchase amount. You may pay for your purchase securely and instantly using funds from your PayPal account or you can fund the purchase via credit card (VISA, MasterCard & American Express), or eCheck. Once payment is approved, PayPal will immediately notify us by email and we will process and ship your order. Shipping How do you ship your orders? - We offer 2 shipping alternatives for our customers. 1. FedEx - $23 (US only, please contact our support department for other countries). 2. Registered Mail - $7.95 (Worldwide). Each additional item is $1 for both FedEx and Registered Mail. FedEx Priority shipments ensure that you will receive your parcel in express time. Delivery time is normally 2-3 business days, and you can track your parcel online at www.fedex.com (a shipment tracking number will be sent to you via email once your order has been sent). Is my shipment insured? - All FedEx shipments are insured up to a value of $100. Registered Mail parcels are not insured. We offer an optional insurance policy for a flat $15 for both FedEx and Registered Mail parcels, please contact us for details. Can I get items shipped to my PO Box address? - FedEx requires a signature upon delivery so these parcels cannot be sent to PO Boxes. However, we can send Registered Mail to PO Boxes. Do I have to pay customs charge? - As far as Gems Heaven are aware, there is no import fee to the US for loose gemstones. There is however an import duty on finished jewelry pieces. Please check with your local Customs Office for specific details. Please note that any potential Customs Fees are your responsibility. How long will it take before I receive my order? - Orders sent by FedEx will arrive in approximately 2-3 business days. You can track these orders online at www.fedex.com. - Orders sent by Registered Mail take approximately 14-21 days to arrive. These orders cannot be tracked online. How do I know when my ordered is shipped? - We will send you an email notifying you of the shipment of your order as soon as your parcel has been sent. What if I am not accepting the shipment? - If you reject a shipment because of customs clearance charges we will deduct the full amount it costs us to clear your parcel back into Thailand. Combining Policies Can I combine items? - We are always happy to combine shipping for multiple items during a 24 hour period. After this period your shopping cart will be emptied and the items will return back for sale on our shopping cart. Returning Items What do I do if I’m not satisfied and want to return my order? - Your satisfaction is of the outmost concern to us. Should a need arise to return an item, we will be happy to refund your purchase price less a 10% restocking fee (we cannot refund the original shipping or return shipping fee). Please contact us in advance to obtain an RMA number (Return Merchandise Authorization) and return instructions. All items should be returned within 7 days of receiving, must be in their original condition (not worn or altered).


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