SHIPPING OUTLINE

  • We ship to Canada and USA only.
  • Shipping cost is calculated at checkout – Canada starts at $9.99 – USA starts at $14.99
  • All orders are shipped from our warehouse in Vancouver, BC Canada.
  • We use UPS and Canada Post.
  • We do not ship to PO Box.
  • Most of the time order are dispatched within 2 days – shipping time varies from 1 to 12 days.
  • USA customers have to arrange for Customs and Brokerage charges.

FREE SHIPPING

  • Shipping to Canada: on order over $250 before discounts and taxes.
  • Shipping to USA : on order over $350 before discounts and taxes.

SHIPPING POLICY

  • All orders are shipped from our warehouse in Vancouver, BC Canada.
  • Orders are not processed or shipped on Saturday or Sunday, except by prior arrangement.
  • We often get back to you before shipping in order to fine tune your order.
  • All orders are packaged with extreme care to prevent breakage. Orders more than $250 will be insured and charged accordingly.
  • Most orders are shipped via UPS or Canada Post. We reserved to change and use any other carrier.
  • If you need your order ASAP, let us know how you want it sent, and we will send your final invoice with the shipment.
  • You agree to all terms of the transaction, which include a description of your purchase, sale price and shipping information.
  • All shipping are at customer expenses, unless there is a promotion. We may charge you handling fee on some orders.
  • We reserve the right to use a comparable shipping method when necessary.
  • Customers are responsible for any Customs and Brokerage charges while shipping to USA.

INTERNATIONAL SHIPPING

  • Shipping to USA is usually via UPS Standard with ETA of 4 to 10 days.
  • Customers are responsible for any Customs and Brokerage charges while shipping to USA.
  • We do not ship outside Canada and USA.

OUT-OF-STOCK PRODUCTS
On most occasions, if the product is out-of-stock there is no back-order. The item will be removed from your order and you will not be charged for it.

Our shipping time frame is 3 to 5 business days.However, there may be times when the product you have ordered is out-of-stock which will delay fulfilling your order.

We will keep you informed of any products that you have ordered that are out-of-stock and unavailable for immediate shipment. You may cancel your order at any time prior to shipping.

RETURNS

  • How to request a return:

Email your return request to [email protected] including the following:

  1. Order Number
  2. Reason for return
  3. Item you are returning
  • We will gladly accept the return of products that are defective due to defects in manufacturing and/or workmanship for 30 days from the date of purchase. Fulfillment mistakes that we make resulting in the shipment of incorrect product to you will also be accepted for return 30 days from the date of purchase.
  • Items returned must be in their original packaging, unused, undamaged and in sell-able condition.
  • A copy of your invoice must be included with your return.
  • Items must be returned within 30 days of invoice.
  • If you receive the item damaged, immediately inform the transporter and Divine Gem and we will replace the item as soon as possible.

DAMAGES
If a shipment is damaged in transit, it is the responsibility of the purchaser to contact the carrier in order to confirm the damages. It is wise to check the cartons while the carrier’s driver is present, during delivery; it only takes a minute to see if there was any breakage. In all damage claims, it is essential that the original shipping cartons in which the item/s came are kept as UPS/FedEx/Purolator requires seeing the original box that the order was shipped in.

Get the driver to record the breakage/damage. Once damages have been noted by the carrier, the purchaser is to contact Divine Gem within 48 hours by email and report the loss. Divine Gem will replace the same item or a credit in the amount of your purchase price minus shipping cost once the carrier confirms that the goods were damaged.

We will not be responsible for the claim if the box is thrown away. Damage claims must be made within 5 business days of receipt.

No Returns Allowed on:

  • Internationally shipped items
  • Custom-made or custom-designed merchandise
  • Worn or used items
  • Merchandise without a Return Authorization Number

Returned merchandise may be subject to a restocking fee.