Q: Do stones include AGL or GRA certification? A: Certification depends on the listing or confirmed order. Where AGL/GRA certification is provided, the original certificate will accompany the stone and must be included with any return.
Q: Are the stones synthetic or lab-created? A: Yes. TXTIGER sells synthetic/lab-created gemstones, and international shipments are declared as synthetic gemstones in accordance with standard practice.
Q: Is shipping free, and will I receive tracking? A: Prices include free worldwide shipping with no minimum order. Orders ship from Dongguan, Guangdong, China within 5 days of payment, usually by DHL, FedEx, UPS, or USPS. A tracking number is uploaded online for every order, and delivery is typically 5–10 days depending on the region.
Q: What is the return policy for standard loose stones? A: All sales are final — standard loose stones cannot be returned or exchanged. Only quality defects, wrong items shipped, or deviation from confirmed custom specifications qualify for a replacement or refund; contact info@diy-gem.com within 7 days of delivery.
Q: Can custom-cut stones be returned? A: Custom-cut stones are non-returnable unless there is a quality defect, the wrong item was sent, or the stone deviates from the confirmed custom specifications.
Q: What happens if an item is out of stock? A: Each SKU normally carries a default stock of 80 pieces. Out-of-stock items can be pre-ordered with a 7-day preparation time and are shipped by international express.
Q: Do you offer wholesale or multi-piece discounts? A: Yes. Wholesale and multi-piece discounts are available on request. Please contact us with the SKU, quantity, and target timeline.
Q: Can I request custom cutting or custom sizes? A: Yes. Custom cutting and custom size inquiries are welcome. Send your requirements to info@diy-gem.com for a quotation.
Q: Who pays import duties and taxes? A: The buyer is responsible for any import duties, taxes, or customs clearance charges in the destination country.
Q: How can I contact TXTIGER? A: Please email info@diy-gem.com. We respond within 24 hours on business days.