Shipping & Returns

SHIPPING POLICY

• All orders are shipped from our location in Victoria, BC Canada.
• Shipping Time -- In order to select the right product for you, please allow 3 to 5 days for order processing, provided the product ordered is in stock. Most simple orders received after 5:00 PM will ship the next business day though. Orders are not processed or shipped on Saturday or Sunday.
• All orders are packaged with extreme care to prevent breakage. Please add insurance to your order as carriers only cover up to $100 in damage or lost.
• All orders are shipped via Canada Post, Fedex or UPS. 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.
• If you are experiencing any problems with your payment, you can either email us at info@divinegems.ca or call 1-778-747-3100.
• We reserve the right to use a comparable shipping method when necessary.
• We are not responsible for the custom fees and duty charges.

We cannot guarantee when an order will arrive. Consider any shipping or transit time offered to you by Divine Gem as an estimate. Due to Covid 19 situation none of  transit and delivery times are guaranteed.

We encourage you to order in a timely fashion to avoid delays caused by shipping or product availability.

INTERNATIONAL SHIPPING

• Shipping to USA is usually via Canada Post Standard, Fedex Economy, or UPS Standard with ETA of 6 to 15 days.
• Customers are responsible for the custom fees and duty charges.
• We do not ship outside Canada and USA.

RETURNS

• We will gladly accept the return of products that are defective due to defects in manufacturing and/or workmanship for 7 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 7 days from the date of purchase.
• Any question please call 1-778-747-3100 during regular business hours.
• Items returned must be in their original packaging, unused, undamaged and in sell-able condition.
• We do not refund the shipping cost. Customers are responsible for the return shipping costs.
• A copy of your invoice must be included with your return. 
• Items must be returned within 21 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 Canada Post 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 24 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.

We do not accept return on the following items:

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