Shipping and Returns Policies
Including How to Deal with Lost or Damaged Shipments
How your Shipment is Sent
We ship using United Parcel Service (UPS). Note that UPS will not deliver to P.O. boxes. They require a physical address. All UPS shipments can be tracked by a tracking number that they provide. You will receive an email with the tracking number after it leaves our warehouse. To verify where your package is you will go the UPS website.
Your order will be shipped as soon as possible. Most orders are shipped within 2 to 3 business days (business days are week days- excluding holidays) and will usually arrive in 5 business days or less depending on your choice for delivery. It is rare, but unavoidable delays may occur with UPS due to bad weather or other circumstances they may encounter. Shipping charges are not refundable. Gift shoppers: we never include a receipt, invoice or any pricing information with the package. The information in the package will only be the names of the items and quantities.
Canceling Orders
If you want to cancel your order for any reason, please let us know immediately at customerservice@theroyalgem.com. Please note there is a 15% cancellation charge for orders that are not canceled within 24 hours. Orders that have already been shipped cannot be canceled but may be returned for a refund if allowed under our refund policy (see below).
What to do about Incorrect, Lost or Damaged Shipments
If we made a mistake with your order, or your order is lost or damaged during shipping, please customerservice@theroyalgem.com immediately. Do not ship damaged items back to us. They must be handled by UPS. If you send damaged items back to us without notice, you may not receive a refund or replacement. This is very important: to receive a refund or replacement of damaged items, please make sure you contact us about any damaged shipments first and let us handle getting the items picked up and inspected.
Exchanges
We are sorry, but we cannot offer exchanges for items purchased from The Royal Gem. If a jewelry piece is damaged, and our instructions for returns are followed, then we will replace the piece at no charge.
Returns
Returns must be accompanied by a copy of the packing slip. So save your paper work, please. A Request Authorization (RA) number is required for all returns and exchanges. To receive an RA number, please request it from: customerservvice@theroyalgem.com.
Refunds
All refunds will be made to the credit/debit card used in the original purchase. Refunds will not be issued until we receive the returned merchandise. Original and return shipping charges are not refundable. Items returned without a Request Authorization number may be refused delivery.
Please contact us at: customerservice@theroyalgem.com if you have any questions.
