Shipping policy
Effective date: October 17, 2026
Destination and service
We currently ship to the United States using international express couriers. Our products are shipped internationally from China. Tracking information will be provided after dispatch.
Shipping charges
Orders with a merchandise subtotal of US$800 or more qualify for complimentary express shipping. For orders below US$800, shipping is US$80 per order.
The threshold is calculated after discounts and excludes shipping charges, taxes and import duties. Complimentary shipping covers the shipping charge only; it does not include import duties.
We do not charge an additional shipping fee if we choose to split your order. Any separate shipping arrangement you request will be quoted for your agreement in advance.
Preparation and transit time
| Product or stage | Time |
|---|---|
| Loose diamonds and loose gemstones | 1–2 business days of preparation before dispatch |
| Handmade jewelry | 7–20 business days of preparation before dispatch |
| International express transit | Estimated 3–5 business days after the parcel is handed to the courier |
Preparation and transit are separate stages. Dispatch means physically handing the goods to the carrier, not merely creating a shipping label. Business days exclude weekends and applicable public holidays. The cancellation windows stated in our Cancellations Returns and Refunds Policy use elapsed hours instead.
Preparation begins when we receive a properly completed order, including payment authorization and the specifications needed to fulfill it. If a bespoke order requires a design approval, the agreed approval and dispatch schedule will be stated before you commit to that order. A later change to your design or specifications may require an agreed revised dispatch date.
For an order containing items with different preparation times, each item remains subject to its stated dispatch window. We will split the shipment without an additional shipping charge when needed to meet those windows. A different consolidated-dispatch schedule applies only if it is clearly disclosed and agreed before purchase, or if you subsequently agree to a revised schedule under the applicable delay and cancellation rules. We will not automatically hold a loose-stone shipment for jewelry that requires a longer preparation period.
Transit times are estimates and are not guaranteed delivery dates. Customs clearance, weather, public holidays and carrier disruptions can extend delivery time.
Import duties and customs clearance
Import duties are not included in product prices or shipping charges and must be paid by the buyer. This applies equally to orders with complimentary shipping. Any sales tax collected at checkout is separate from import duties.
You must provide accurate recipient and contact information and respond to legitimate clearance or payment requests from customs or the courier. Duties are assessed by the relevant authorities; we do not promise a fixed duty amount or duty-free entry. Contact support@tearstones.com if you need assistance with shipment documents.
Failure to clear customs or unjustified refusal
If your failure to complete required clearance, pay applicable import duties or accept delivery breaches your order obligations and causes a parcel to be returned, held, abandoned or otherwise lost, we may deduct reasonable, documented losses directly caused by that failure from the amount otherwise refundable for the affected merchandise, to the extent permitted by law.
These may include actual return transport, storage, handling and non-recoverable customs charges, or a documented irrecoverable loss of the goods. A goods-loss deduction is based on a substantiated net loss, not automatically the retail price. We account for returned goods, remaining or resale value, costs saved, insurance and other recoveries. We will make reasonable efforts to limit the loss and provide an itemized explanation before settlement. Shipping amounts already paid that cover the same cost are also credited. We do not impose an automatic forfeiture, an arbitrary penalty or duplicate charges. Deductions under this provision will not exceed the merchandise amount paid for the affected items.
We will make reasonable efforts to notify you of a clearance, payment or delivery action needed from you and provide a reasonable opportunity to respond, taking account of actual carrier or customs deadlines. A deduction will not be based solely on a tracking status without reviewing the relevant notice, delivery and cost records.
This provision does not apply to a lawful rejection, a product defect, our documentation error or another problem caused by us. Raising a payment dispute in good faith does not itself constitute a failure to clear customs or an unjustified refusal, and does not itself trigger a deduction. If goods are returned, any remaining eligible refund will be issued under our refund policy once the return and actual costs have been assessed without unreasonable delay.
Delays and delivery problems
If we cannot dispatch within the preparation period promised for your order, we will notify you before that deadline, explain the revised timeframe and provide the required option to cancel the unshipped items for a full refund. We will obtain any consent required for delayed dispatch. Personal-reason return conditions and ordinary cancellation limits do not remove these rights.
Contact us if tracking stops updating, delivery is disputed or a parcel appears lost. We will investigate with the courier and apply the remedies described in our refund policy. We do not treat every customs delay as a lost parcel or every delivery scan as conclusive proof of receipt.
Check your delivery details before ordering. If you notice an error, contact us promptly. Changes after handover to the courier cannot be guaranteed; any proposed additional carrier charge requires your agreement.