Shipping policy
Effective date: May 8, 2026
This policy explains how Spinel Gem Therapy processes, ships, and delivers orders. By placing an order, you agree to the terms outlined below.
1. Order Processing Time
Orders are processed within 1–3 business days (Monday to Friday, excluding holidays) after payment is received and verified. You will receive a shipping confirmation email with tracking information once your order is dispatched.
During peak periods or holidays, processing may take slightly longer. We will notify you if there is a significant delay.
2. Shipping Destinations
We currently ship to Canada, the United States, and select international destinations. If you do not see your country at checkout, contact us at spinelgemtherapy@gmail.com and we will do our best to accommodate.
3. Shipping Methods & Estimated Transit Times
Transit time begins after the order has been processed and dispatched. Estimates are guidelines from our carriers and are not guaranteed.
- Within Canada: 3–7 business days
- To the United States: 5–10 business days
- International: 10–21 business days, depending on destination and customs
4. Shipping Costs
Shipping costs are calculated at checkout based on destination, weight, and selected service. Any applicable taxes will also be displayed at checkout.
5. Tracking
Every order ships with tracking. You will receive a tracking number by email once your order has been dispatched. If you have not received a tracking email within 5 business days of your order, please check your spam folder and then contact us.
6. Insurance & High-Value Shipments
Because we ship valuable gemstones, all orders are sent using carrier services that include tracking and signature on delivery where possible. Insurance is included for the value of the goods. If you require additional insurance, please contact us before placing your order.
7. Customs, Duties & Taxes (International Orders)
International customers are responsible for any customs duties, import taxes, or fees imposed by their country. These charges are not included in the shipping cost at checkout and are typically collected by the carrier upon delivery.
If you refuse a shipment due to customs charges and the package is returned to us, we will refund the cost of the items minus original shipping and any return-shipping fees we incur.
8. Address Accuracy
It is the customer's responsibility to provide an accurate, complete shipping address. If a package is returned to us due to an incorrect address, we will contact you to arrange a re-ship at your cost.
9. Lost or Damaged Shipments
If your shipment is lost in transit or arrives damaged:
- Contact us within 48 hours of the delivery (or scheduled delivery) date at spinelgemtherapy@gmail.com
- Include photographs of the package and contents (if damaged) and your order number
- We will work with the carrier to investigate and resolve the issue
10. Contact
Spinel Gem Therapy
Markham, Ontario, Canada
Email: spinelgemtherapy@gmail.com