SHIPPING & DELIVERY POLICY

Last Updated: August 7, 2026

At The Jade Jewelers, we take care in preparing and shipping every order. Because many products are handmade or require additional preparation before shipment, processing times may vary.

1. Processing & Delivery Times

Standard Orders

Most in-stock orders are prepared for shipment as quickly as reasonably possible.

After dispatch, domestic shipping generally takes approximately 3–5 business days, depending on the carrier and destination.

Pendants Requiring Bail Installation or Additional Preparation

Please allow approximately 10–14 business days for processing before shipment when a pendant requires bail installation or additional preparation.

Custom & Made-to-Order Products

Custom, personalized, and made-to-order products may require additional production time.

Any production or processing timeframe provided is an estimate and not a guaranteed completion date.

Business days exclude weekends and recognized holidays.

2. Processing Time vs. Transit Time

Processing time and carrier transit time are separate.

Processing refers to the time required for The Jade Jewelers to prepare an order.

Transit time begins after the package has been accepted by the shipping carrier.

An estimated 3–5 business-day shipping timeframe does not include any applicable production or processing period.

3. Delivery Estimates

All shipping and delivery dates are estimates and are not guaranteed.

Delivery may be affected by circumstances outside our reasonable control, including:

• Carrier delays
• Weather
• Holidays
• Peak shipping periods
• Customs processing
• Transportation disruptions
• Incorrect addresses
• Failed delivery attempts

A carrier delay alone does not automatically qualify an order for cancellation, refund, replacement, or store credit.

4. Shipping Carriers

Orders may be shipped using USPS, UPS, FedEx, DHL, or another available carrier.

Carrier selection may depend on:

• Destination
• Package value
• Service availability
• Marketplace requirements
• Shipping method selected

Marketplace orders may use shipping labels or carriers designated by the platform.

5. Shipping Address Responsibility

Customers are responsible for providing a complete and accurate shipping address at checkout.

Customers should verify:

• Recipient name
• Street address
• Apartment or unit number
• City
• State
• ZIP or postal code
• Country

If an address error is discovered, contact us as soon as possible.

We will make reasonable efforts to update an address before shipment, but address changes are not guaranteed once fulfillment has begun.

Once an order has shipped, address changes may no longer be possible.

The Jade Jewelers is not responsible for delivery problems caused by incorrect, incomplete, outdated, or improperly entered information provided by the customer.

6. Returned-to-Sender Packages

A package may be returned to us because of:

• Incorrect or incomplete address
• Refused delivery
• Unclaimed package
• Failed delivery attempts
• Customer relocation
• Unpaid customs or import charges
• Other customer-related delivery issues

If this occurs, the customer may be required to pay additional shipping costs before the order is resent.

Original shipping charges are non-refundable.

A package being returned to our facility does not automatically qualify the order for cancellation or refund.

Once the package is received back, our team will determine the available next steps.

7. Lost Packages in Transit

If tracking indicates that a package may have been lost before delivery, please contact us.

Depending on the circumstances, customers may be asked to:

• Allow additional time for tracking to update
• Contact the carrier
• Participate in a carrier investigation
• Provide additional information
• Submit or assist with a shipping claim

Delayed tracking alone does not establish that a package has been lost.

If a carrier confirms that a package was lost before delivery, we will review the order and determine the appropriate resolution based on the circumstances, coverage, inventory, and applicable marketplace rules.

8. Packages Marked Delivered

Once a shipping carrier marks a package as Delivered, the order is generally considered fulfilled.

If a customer cannot locate a package marked delivered, we recommend:

• Checking the mailbox and surrounding property
• Checking front and back entrances
• Checking with household members
• Checking with neighbors
• Checking with building management, concierge, or leasing staff
• Allowing up to 24 hours in case of premature delivery scanning
• Contacting the carrier directly

The Jade Jewelers is generally not responsible for packages that are lost, misplaced, or stolen after confirmed carrier delivery.

We may still assist with available tracking information or carrier procedures.

9. Theft After Delivery

Confirmed post-delivery theft does not automatically qualify for a refund, replacement, or store credit.

Customers concerned about package security should consider available options such as:

• Signature confirmation
• Shipping insurance
• Secure delivery locations
• Staffed mailrooms
• Carrier pickup or hold services

10. Damaged Packages & Shipping Issues

Shipping-related damage must be reported within 48 hours of confirmed delivery.

Customers may be required to submit:

• Order number
• Clear photographs of the product
• Photographs of the shipping packaging
• Photographs showing visible damage
• Description of the issue
• Additional evidence when requested

Opening a claim does not automatically guarantee compensation.

After reviewing the claim, an approved resolution may include:

• Replacement
• Store credit
• Refund
• Another approved solution

Claims submitted after the reporting window may not qualify for complimentary resolution unless required by law or marketplace policy.

11. Tracking Information

Tracking information may be sent by email, SMS, or through the marketplace where the purchase occurred.

Customers should refer to the carrier's tracking system for the most current information.

Please note:

The creation of a shipping label or tracking number does not necessarily mean the package has already been physically accepted by the carrier.

Tracking may take additional time to update.

12. International Orders

International delivery times vary based on destination, carrier availability, and customs processing.

Customers are responsible for applicable:

• Customs duties
• Import taxes
• VAT
• Brokerage fees
• Government charges
• Carrier fees

unless expressly stated otherwise at checkout.

The Jade Jewelers is not responsible for customs delays or fees imposed by a destination country.

Orders refused or returned because customs or import charges were not paid may be treated as returned-to-sender orders.

13. Shipping Insurance & Signature Confirmation

Additional shipping protection or signature confirmation may be available for certain orders.

We encourage customers to consider additional protection for:

• High-value purchases
• International orders
• Addresses with package-theft concerns

Any third-party shipping protection service may have its own terms, eligibility requirements, and claim procedures.

14. Marketplace Orders

Orders placed through Whatnot, TikTok Shop, or another marketplace may be subject to platform-specific:

• Shipping requirements
• Fulfillment deadlines
• Carrier procedures
• Buyer protection
• Claim rules
• Refund requirements

Where mandatory platform requirements conflict with this policy, the applicable marketplace rules will govern that transaction.

15. Fraud & Security Holds

Certain orders may be temporarily held for fraud, identity, payment, or security verification.

Customers may be asked to provide additional information before an order can be processed.

Failure to provide requested verification within the timeframe provided may result in continued delay or cancellation of the order when appropriate.

16. Contact Us

For questions regarding tracking, shipping, or delivery:

info@thejadejewelers.co

Please include your order number when contacting our team.