FAQ

Frequently Asked Questions (FAQ)

Welcome to our crystal sanctuary! To help you better understand our products and service, we have compiled answers to the most common questions below.

1. Shipping & Delivery (Important)

Q: Where do you ship from? A: We ship directly from our specialized warehouse in China, close to the source of raw materials. This allows us to offer you a wider variety of high-quality crystals at the best possible prices.

Q: How long will it take to receive my order? A: Because our crystals travel internationally to reach you, shipping takes a bit longer than local delivery.

  • Processing Time: Please allow 1-4 business days for us to hand-pick, cleanse, and securely pack your crystals.

  • Estimated Shipping Time:

    • USA / Canada / UK / Australia: Usually 10–20 business days.

    • Rest of the World: Usually 15–25 business days.

  • Note: Delivery times may vary during holidays or due to customs delays. Your patience is greatly appreciated!

Q: Will I be charged customs or import taxes? A: In most cases, small packages pass through customs without issues. However, customers are responsible for any customs fees, import duties, or taxes that may apply in your specific country. We recommend checking your local customs regulations if you are unsure.

Q: How can I track my order? A: Once your order ships, you will receive an email with a tracking number. Please note that it may take 3-5 days for the tracking information to update in the system as the package moves from our warehouse to the international logistics center.

2. Crystal Quality & Authenticity

Q: Are your crystals real and natural? A: Yes! Unless explicitly labeled as "Synthetic," "Smelted," or "Man-made" (like Opalite or Goldstone), all our crystals are 100% natural. We are passionate about providing natural minerals from around the world.

Q: Why does my crystal have cracks, clouds, or spots? A: Natural crystals are perfectly imperfect.

  • Ice Cracks & Cotton: Internal fissures and cloudy textures are natural formations within the stone.

  • Inclusions: Small black or colored spots are other minerals trapped inside.

  • Surface Pits: Tiny uneven spots on the surface are common in natural stones. These are not defects; they are the "fingerprints" of nature that prove your crystal is natural.

Q: Will the crystal look exactly like the photo? A:

  • One-of-a-kind items: If the listing says "One-of-a-kind," you will receive the exact piece shown.

  • Standard items: Crystals are natural products, so no two are identical. The item you receive will be similar in grade, color, and size to the photos, but will have its own unique pattern and shape.

3. Damages & Returns

Q: What if my crystals arrive broken? A: We use professional, shock-resistant packaging to protect your stones. However, crystals are fragile. If your item arrives damaged:

  1. Please contact us at [Insert Email] within 48 hours of delivery.

  2. Include your Order Number and clear Photos of the damaged item and the packaging.

  3. We will issue a refund or send a replacement immediately.

Q: Do you accept returns? A: We accept returns within [e.g., 14 or 30] days of receipt.

  • Condition: Items must be in original condition.

  • Return Shipping Cost: Unless the item is defective or damaged upon arrival, the buyer is responsible for return shipping costs to our China warehouse.

  • Tip: Since international return shipping can be expensive, please contact us first. We are happy to work out a solution (such as a partial refund or store credit) to ensure you are satisfied.

4. Order Modifications

Q: Can I cancel or change my order? A: You can request a cancellation or change within 24 hours of placing the order. Once the package has been processed or handed over to the shipping carrier, we cannot intercept it.