> Item availability
We do our best to keep our products in stock. However, sometimes demand exceeds our expectations, or a supplier has an unanticipated delay. We appreciate your understanding and patience. If your selected merchandise is out of stock, we will inform you immediately upon receipt of order. We will inform you via e-mail of shipping schedule. Any changes will be reflected in your order total as well as your shipping confirmation.
> Processing Orders
Orders placed Monday-Friday before 2 PM PST will begin processing that day, excluding holidays, and will ship the same day, pending availability and credit verification. All orders placed after 2 PM PST will begin processing the next business day. Orders placed on Friday after 2 PM PST, as well as, Saturday and Sunday will begin processing on the following Monday. GemGem will contact you with a follow-up email if the merchandise you have selected is not currently in stock or if we need to confirm availability or offer an alternative item.
> International Orders
We are able to accept orders from outside the US. GemGem will do its best to accommodate international requests. If we are able to ship to your destination we charge actual shipping costs per UPS or USPS shipping. The shipping costs on International orders will not be added during checkout, but for an estimation of international shipping costs go to www.fedex.com or email info@egemgem.com.
International customers are responsible for any additional customs, taxes and/or tariffs. Any bills recieved by GemGem for customs,taxes and/or tariffs must be paid by the customer.
*Please note: Due to size, most furniture items can not be shipped internationally. We do not accept International Credit Cards. We accept United States credit cards with a United States billing address only. All International Orders are accepted from countries supported by Paypal only.
> Billing
We only charge your credit card and Paypal when your order is ready to ship.
> Pick Up in Store
Our Pick Up In Store option offer you the convenience of placing an order online and subsequently picking up your item(s) at our Irvine store. You just need to enter CODE “PICKUP” when you check out . You will need to bring valid driver’s license and your order number when you pick up your order. This is great option for local customers in Orange County.
Our Location: 17145 Von Karman Ave. Suite 109 Irvine, CA 92614
> Coupon Codes
Only one coupon code can be redeemed per order. Sorry, no coupons may apply to some products.
> Gift Wrapping
When you checkout there will be check box as an option to gift wrap your order for an additional charge of $3.50. (sorry, larger items such as furniture excluded) You may include a message with your gift in a message box at checkout. Your gifts will arrive perfectly gift wrapped for the recipient to enjoy.
> THE RETURN/EXCHANGE PROCESS
If an item is damaged during shipping, please notify us immediately at info@egemgem.com or 877-515-7878.
All items purchased from GemGem can be returned within 30 days of delivery for an exchange or a full refund of the price of the item and must include the original receipt. All products must be in unused, perfect condition, with all tags and/or wraps attached in their original packaging.
If you are exchanging an item, please note that shipping charges to GemGem as well as return shipping is paid by the customer. Shipping on returned items is not refundable, unless the reason for the exchange or return is due to an error by GemGem (e.g. wrong item/color).
GemGem will only return/exchange items purchased through egemgem.com and a copy of your receipt is required.
1. USE THE "RETURN/EXCHANGE FORM"
Shipments from GemGem are packaged with a customized "Return/Exchange Form". Simply fill out the form and enclose it with your shipment.
If you don't have the original "Return/Exchange Form", please contact us. We'll be happy to e-mail, mail or fax you another.
2. SEND US YOUR RETURN
For your protection and to help ensure you get a full refund, we recommend the following:
Use the original packaging materials and box.
Ship the return with UPS, Fedex or USPS with insurance.
Send your return to:
GemGem
Attn: RETURNS
17145 Von Karman Ave. Suite 109
Irvine, CA 92614
3. GET A REFUND OR STORE CREDIT
1-2 weeks upon receipt and inspection GemGem will issue a refund of the purchase price paid less any coupons, point discounts, shipping charges and gift wrapping fees, if applicable. For example, if you return an item that is $20 and used a 10% off coupon, $18 will be refunded. The original purchasing credit card is issued a refund within 5 business days of receipt of product(s). It typically takes 1-5 additional business days for the refund to post or appear on a credit card statement.
Shipping and gift wrapping charges are not refundable unless there was an error on our part. If the order being returned took advantage of a promotion, i.e., free shipping or a coupon, the value of the promotion will be deducted from the refund. Refused shipments/orders will be assessed a 10% restocking fee, the cost of return shipping, or both at the discretion of GemGem. The assessment will be deducted from the refund amount. You received items as a gift (billed to someone else), they can be exchanged or returned for credit.
> PRIVACY
We understand the sensitivity of your personal information and GemGem will not share or sell your personal information with other parties. When you order with us, we ask for your personal email address so we can communicate with you about your order, send you an order confirmation, and occasionally tell you about exciting GemGem news. You may opt-out if you no longer wish to receive communications from us.
All other personal information is used for order processing purposes and is kept private and secure.
> Site Security
All order information is collected over an SSL connection, ensuring that your credit card information is encrypted and safe.
WE HOPE THIS HELPS!
If not, please feel free to contact us. We're happy to be of service. You can reach us via our toll free number during our normal business hours of 10AM - 5PM PST Monday through Friday or any time via e-mail! We make every effort to respond within one business day or less!
TOLL FREE:
877.515.7878 (within the continental US)
949.529.0715 (outside the continental US)
Contact us anytime at info@egemgem.com, or toll-free at (877) 515-7878.
Our regular business hours are Monday - Friday, 10 am to 5 pm PST.