Shipping policy

Shipping Policy

PentaGems ships all orders securely and efficiently. All shipping rates are calculated through Shopify’s real-time carrier system.

🇺🇸 United States Shipping

Flat Rate Maximum: $7.77

  • All U.S. orders (including Hawaii) ship for no more than $7.77.

  • If an order is light, Shopify may quote a lower rate based on weight and destination.

  • We do not offer free shipping on any order amount.

Carriers

We ship through USPS and UPS, choosing the best option for speed, weight, and destination.

International Shipping

  • International shipping is calculated by weight, destination, and delivery speed.

  • There is no flat rate for international orders.

  • Any customs fees, taxes, or import duties are the customer’s responsibility.

Processing Time

  • Orders ship within 2 business days after payment.

  • Large or high-volume weeks may require one additional day.

  • Orders are not processed on weekends or federal holidays.

Insurance, Damaged, and Lost Packages

All packages are insured through Shopify’s integrated insurance partner.

Damaged Shipments

If your order arrives damaged:

  1. Take clear photos of the item, packaging, and shipping label.

  2. Contact us right away.

  3. We will submit the insurance claim for you.

  4. After the claim is approved, we will issue a replacement, store credit, or refund depending on availability.
    (We generally offer a replacement or store credit when possible.)

Please note:
We package for light to medium handling and moderate stacking, but no packaging can withstand carrier abuse, crushing, or improper handling. If damage occurs due to mishandling, the carrier’s insurance process must be followed.

Lost or Missing Packages

If tracking shows delivered but you did not receive your package:

  1. Check home security cameras if available.

  2. Ask neighbors, roommates, or building staff.

  3. Look in alternate delivery areas (side door, mailbox, parcel lockers).

  4. Allow 24 hours, as carriers sometimes mark items delivered early.

If the package does not appear, we will file an insurance claim through Shopify.
Refunds, replacements, or store credit will be issued only after the claim is approved.

Incorrect Addresses

Please verify your shipping information before checkout.

  • If there is an issue with the address, we will contact you before shipping.

  • If a package is returned to us due to an incorrect or incomplete address, the customer is responsible for the reshipment fee, even if the original shipping cost was lower.

Signature Confirmation (Optional)

Signature confirmation is optional.
If a customer wants signature-required delivery, they may request it and pay the additional carrier fee.

Packaging

We are highly experienced in shipping fragile crystals and handmade goods.
All orders are packed securely using:

  • Protective paper padding

  • Layered paper wrapping

  • Reinforced mailers

  • Sturdy corrugated boxes

  • Additional inner support for delicate or heavy pieces

Our packaging is designed for normal transport conditions but cannot protect against severe mishandling by carriers.