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FAQs

Q: Will I get the exact item in the product image?
A: For the most part, no. The photos are representations of the item you will receive. Due to the natural occurrences of the items, each item is unique and individual. We cannot guarantee color matchings or exact size specifications, but will send an item that is closest to the representation in the photo. Please allow room for variation of color, texture and exact size. If an item is sold by size increments, you will receive an item in the size increment you requested.

 

Q: Do the Crystal River Gems retail store  carry the same items as the websites?
A: For the most part, yes. All items are available at any of our retail stores. Items that are with exception are the rocks by the pound and any individually unique items. Feel free to email us and ask about the availability or location of any item at our retail stores. There will also be items not listed on the website that are available at our retail stores (more the reason to visit!).

 

Shipping and Handling
Most orders are sent via USPS Priority Mail or Fedex Ground. If you require a faster shipping method, please ask when placing your order. Special pallets will be built for large or bulk items and will require motor freight delivery, thus shipping cost is subject to change. All shipping estimates will be reviewed once your item is packed and adjusted to meet the specific package's needs. If the estimated shipping is more than $15 different than the actual shipping cost, we will contact you to confirm the final cost.

We make every effort to properly pack all the items to avoid breakage. Should there be accidental breakage or mishandling on our or the shipper's behalf, please contact us immediately to file a damage claim.

 

Payments Accepted
We accept all major credit cards, Paypal, business checks and money orders. No COD deliveries. Please contact us for layaway orders or special payment requests, like wire transfers.

When paying with a business check or money order, we will hold your items for no more than 15 days after ordering. Once we receive payment and checks are cleared with our bank, we will finalize and ship your order. 

For wholesale customers, we are no longer providing Net-30 accounts. Please contact us to coordinate payment.

Refunds and Exchanges
We are confident that you'll be 100% satisfied with the products you order. If, for any reason, the items you purchase do not meet your full satisfaction, please contact us to discuss a store credit or exchange within 10 days of receiving your purchase. After speaking with us, if you've decided to return the item, the full amount less shipping costs will be refunded to you as a store credit. No cash refunds. Please note, we are not responsible for shipping costs on returned merchandise.

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