Shipping and Returns
All orders are shipped via Canada Post (Expedited Post or Regular Parcel) once payment is confirmed. An estimate of the shipping charges will be shown at the end of your purchase. This amount will be added to your order during your checkout process. An ongoing promotion for free shipping (Regular Canada Post Parcel is available if you place an order of over C$200(before taxes and fees). Take advantage of this offer and SAVE!
**Please note we reserve the right to modify the order if items you've ordered are out of stock (we will confirm with you before making any modification). If the total after modification is below $200, the free shipping no longer applies. You may wish to add items or simply pay for the regular shipping charges.**
We currently only allow shipping to the continental United States. Pease vist us on our US website.
NEW: You may now order from our US website and have your goods shipped from our US distribution Center. Visit us at www.finegemsusa.com
Shipping Notifications & Processing time
We will send you notifications to keep you up-to-date on the progress of your order. Once you place an order, you will receive an order confirmation message. We’ll also send a notification once your order leaves our facility. We usually try to ship out your order inside 1 business day. However, due to higher volume of order depending on the season, processing time may take longer than usual. We will try our best to ship out all orders inside 2 business days.
Please note that shipping fees are not refundable. Therefore, if packages are not claimed during shipping or if shipping address supplied during ordering is erronous and the package is returned to us by Canada Post, we will process the order as a return and will refund you all the cost of the products minus the shipping charges (in the case of free shipping, a service charge of $10.00 plus applicable taxes will be deducted from the total refund amount).
If for any reason you’re not happy with your purchase, you may return unopened, unused and undamaged item(s) within 7 days of receipt of shipment for a refund or exchange. Please note that shipping fees are not refundable. If you have received any shipping promotions for you order, we will deduct the normal shipping fee (taxes applicable) from the refund amount. PLEASE NOTE THAT SEALED ITEMS MAY NOT BE RETURNED IF THEY ARE OPENED. PLEASE ENSURE THAT THE SIZE AND MODEL IS CORRECT BEFORE OPENING THEM.
PLEASE CALL US DURING OFFICE HOURS or EMAIL US with the list of products, which you would like to return or exchange (SKU and quantities) and please specify reason for the return or exchange. You will receive a RMA (Return Merchandise Authorization) code from us. DO NOT ship back the goods to us unless you have a RMA. All unauthorized returns will be refused and return to sender.
Once you have a RMA code, you may now pack the return goods and ship to our office/warehouse using a shipping method of your choice. Please note that you are responsible for the shipping costs from your location to us. We strongly recommend insuring the products, as you are responsible for the goods until they have arrived at our location and the contents verified and processed. You can always bring back the goods to our location. NOTE: NO COD packages will be accepted and will be refused and returned to sender.
Once the return package has been verified, we will process your return (please allow 3 to 4 days for processing). Please note that shipping fees will not be refunded and if you have enjoyed any of our shipping discount promotions, we will deduct the normal shipping fee (plus any applicable taxes) from your refund amount. If you would like to exchange the return products with other new products, we will treat the exchange as a new order.
Important: Once we initiate the credit for your return, the credit/debit card company that issued the credit determines the date the refund will post to your account. It may take up to two billing cycles for the credit transaction to appear on your statement. For exact posting dates, please contact your credit/debit company directly.
If you have received a defective product, please contact us inside 3 business days for a replacement. Our staff will instruct you on how to return your defective product.
Once you have received the RMA code from our staff, you may now return the goods to us via a shipping method of your choice. Please note that you are responsible for the shipping cost from your location to our office/warehouse.
Track your Package
You may track your package at www.canadapost.ca
Updated Aug 2016