Shipping & Returns Policy
1. Shipping Information
Thank you for shopping with us! We offer handcrafted crystal bracelets and crystal pet collars for customers across North America and worldwide. All orders are shipped via professional international freight forwarders to provide stable and reliable global shipping services.
Order Processing Time
All orders require 1–3 business days of production, quality inspection, and packaging before shipment. Processing time excludes weekends and official holidays. Every crystal piece is custom-made and manually inspected to ensure premium quality before shipping out.
Shipping Method & Delivery Time
We cooperate with authorized international freight forwarders to handle all international shipments. Standard orders to North America usually take 7–15 business days to deliver after dispatch. Delivery may be slightly delayed due to customs clearance, peak shipping seasons, or local logistics conditions which are beyond our control.
Customs & Import Duties
All international orders may incur import taxes, customs duties, or clearance fees charged by the destination country. All additional customs-related fees are the buyer’s sole responsibility. We do not cover or reimburse any customs charges. Please check your local import regulations before placing an order.
Shipping Confirmation & Tracking
Once your order has been shipped, you will receive a confirmation email with tracking details. You can track your package online in real time. If you do not receive tracking information within 4 business days, please contact our support team.
2. Returns & Exchanges Policy
We strictly control the quality of our handcrafted crystal jewelry and pet accessories and provide standardized return and exchange services to protect customer rights.
Return Eligibility
Returns are acceptable within 30 calendar days after delivery. All returned items must be unused, unwashed, and undamaged, with original packaging, tags, and accessories intact. Customized and personalized crystal items are non-returnable unless quality issues occur.
Quality vs. Non-Quality Returns
Quality Defect Returns (Buyer Zero Cost) If you receive defective, damaged, or incorrect items, please contact us within 7 days after delivery. After verification, we offer free returns, exchanges, or full refunds. We cover the return shipping cost for confirmed quality issues.
Non-Quality Returns (Buyer Bears All Costs) For personal reasons including but not limited to dislike of style, improper size, color perception difference, wrong order, or changed mind, all return-related expenses are at the buyer’s own cost, including international return shipping fees, forwarder handling fees, customs fees, and any other incidental charges. Original shipping fees are non-refundable for non-quality returns. Natural crystal textures, minor color variations, and tiny natural inclusions are normal material characteristics and not considered quality defects.
Return Process
Submit a return request via our official email support@shopcrystala.com, clearly stating the return reason and attaching photos or videos if necessary.
Wait for our official approval and receive the authorized return address and instructions.
For non-quality returns, arrange return shipping by yourself and provide us with the return tracking number.
We will inspect the returned items within 3–5 business days after receiving the package.
Refunds or exchanges will be processed within 5–7 business days after successful inspection.
Refund Policy
Refunds will be issued to your original payment method after inspection. Processing time depends on your payment provider. For non-quality returns, only product prices are refunded; all shipping and handling fees are non-refundable. For quality-related returns, full refunds including product cost and shipping fees will be provided.
3. Order Cancellation
Orders can be canceled free of charge before production and shipping. Once an order has been processed or shipped, cancellation is unavailable. You may apply for a return after receiving the item.
4. Special Notes
Natural crystals feature unique natural textures, slight color differences, and minor internal inclusions, which are normal natural traits and not quality flaws. Product photos are real shots. Slight color deviation caused by different display screens does not qualify as a quality issue.
We reserve the right of final interpretation of the above policies.
5. Contact Us
If you have any questions about shipping, returns, or orders, please contact our official customer service email: support@shopcrystala.com. We will reply within 24 business hours.