Shipping policy

Orders usually take 8–12 weeks to process. Please note that orders placed during holidays, sales periods, or peak shipping seasons may require additional processing and transit time.

 

1. Shipping Confirmation & Tracking

Once your order has shipped, you will receive a shipping confirmation email containing tracking information. All shipments include tracking and delivery confirmation.

2. Shipping Address & Contact Information

Customers are solely responsible for providing accurate and complete shipping addresses, phone numbers, and contact information at checkout. We are not responsible for lost, delayed, misdelivered, or undeliverable packages resulting from incorrect, incomplete, or invalid shipping information provided by the customer.

If an order is returned due to an incorrect address or failure to receive the package, reshipping fees will apply.

3. Delivery Confirmation

Delivery is considered complete once the shipping carrier marks the package as delivered to the address provided at checkout. We are not responsible for lost, stolen, misplaced, or damaged packages after delivery confirmation, including but not limited to:

  • Theft after delivery
  • Delivery to the wrong address by the carrier
  • Delivery to parcel lockers, mailrooms, reception desks, neighbors, or shared buildings
  • Delivery delays or errors caused by the courier or postal service

Carrier tracking records, GPS confirmation, photographic proof, signature confirmation, or delivery scan records shall constitute conclusive proof of delivery.

4. Signature or ID Requirement

Certain orders may require a signature, identification verification, or pickup confirmation upon delivery. The carrier’s verification records shall constitute valid and binding proof that the order was successfully delivered and received.

5. Lost, Missing, or Stolen Packages

If a package is marked as delivered but cannot be located, the customer must contact the shipping carrier directly to initiate a missing package investigation or claim.

While we may assist by providing documentation or shipment details, we are not liable for packages lost, stolen, delayed, or mishandled by the shipping carrier after shipment has been accepted by the carrier.

Claims for missing packages must be submitted directly to the carrier in accordance with the carrier’s policies and timelines.

6. Shipping Insurance

Shipping insurance may be available at checkout and is strongly recommended for high-value orders.

If shipping insurance is declined or not purchased, the customer accepts full responsibility for any loss, theft, damage, or delivery issue occurring after the package has been shipped or marked as delivered.

Any approved insurance claims are subject solely to the insurance provider’s terms, conditions, investigation process, and approval.

7. Returned Packages & Reshipment

If a package is returned to sender for any reason including but not limited to:

  • Incorrect address
  • Failure to pay customs duties or taxes
  • Failure to collect the package
  • Refused delivery
  • Multiple failed delivery attempts

the customer will be responsible for all reshipping costs, including any additional carrier fees or return charges incurred.

Original shipping charges are non-refundable.

If the customer declines reshipment, the order will not be eligible for a refund unless otherwise required by applicable law.

8. Large or Oversized Items

Orders containing items exceeding 80 cm on the shortest side may incur additional oversized shipping charges depending on carrier pricing and destination.

Any additional shipping fees for oversized items will be invoiced separately and must be paid prior to shipment.

9. Customs Duties, Import Taxes & International Fees

Customers are solely responsible for all customs duties, import taxes, VAT, brokerage fees, tariffs, or other government-imposed charges associated with international shipments.

These charges are not included in product pricing or shipping costs unless explicitly stated otherwise.

We are not responsible for:

  • Customs delays
  • Customs holds or inspections
  • Seizures by customs authorities
  • Additional import charges
  • Failed delivery due to unpaid customs fees

Refusal to pay customs duties, taxes, or import fees does not qualify the order for cancellation, refund, or chargeback.

10. Carrier Delays & Force Majeure

We are not responsible for shipping delays, failed deliveries, or service interruptions caused by circumstances beyond our control, including but not limited to:

  • Weather events
  • Natural disasters
  • Customs inspections
  • Labor strikes
  • War or civil unrest
  • Carrier disruptions
  • Government actions
  • Pandemics or public health emergencies

Estimated shipping times are provided for reference only and are not guaranteed.

11. Limitation of Liability

To the maximum extent permitted by law, our liability for any claim relating to shipping, delivery, loss, theft, delay, or damage shall not exceed the amount paid for the product(s) purchased.

Under no circumstances shall we be liable for indirect, incidental, consequential, or punitive damages arising from shipment or delivery issues.

12. Chargebacks & Fraudulent Claims

By placing an order, the customer agrees not to initiate fraudulent chargebacks or payment disputes for packages confirmed as shipped or delivered by the carrier.

We reserve the right to submit carrier tracking records, signature confirmation, GPS delivery data, correspondence, and transaction records as evidence in any payment dispute or chargeback investigation.

By purchasing from JollyGemShop you agree to these terms.