Customer Service

• Ordering Information

  You may submit an order using the shopping cart and secure order form provided, by calling us, e-mail or regular mail. Orders for items are processed on a first serve basis. We suggest that the order form be used, as it is the fastest. If you use another means of sending us your order, someone else may get your item before we receive your order!

  We accept most major credit cards, certified check or money order, and your order will be shipped within 48 hours of receiving a credit card approval. If you send a personal check, we must wait until the check clears before the order is shipped. Orders that require labor (such as setting stones) can take 10 to 15 working days before shipment.

• Contact Information

  You may contact us by:
  • Toll Free Telephone: (888)-825-7589 (10am - 8pm Mountain Time) Mon-Sat
  • Telephone: (720)-870-5523 (10am - 8pm Mountain Time) Mon-Sat
  • Online: Comments and Feedback Form
  • mail: Gem Hut
    PO Box 879
    Parker, CO 80134-0879 (USA)
    
  • e-mail: Because people who send spam e-mail harvest e-mail addresses off web pages like ours, we no longer publish our e-mail address online.

• Privacy Statement

  Any and all information you provide to us is kept confidential and used only for the purpose of processing your order. We do not provide or sell any customer information to any outside person, business or agency.

• Shipping Policy

  All orders sent are insured and will require a signature on delivery. Orders may be shipped by US mail, Express Mail Service or Federal Express. Some countries may charge additional tarifs, duties, customs charges or taxes. These will be the responsibility of the recipient for payment and will be billed as such.

  Shipping and Handling Charges:
  

  • United States, $6.00 (US Priority Mail - for orders under $50 only)
  • United States, $FREE (US Insured Priority Mail - for orders $50 and over, and less than $600 only)
  • United States, $FREE (US Registered Mail - required for U.S. Shipments over $600)
  • United States, $21.00 (Express Mail Service)
  • United States, $25.00 (Federal Express)
  • International, $16.00 (International Priority Mail)
  • International, $25.00 (International Express Mail)
  • International, $50.00 (Federal Express)

  

• Special Requests

  If you don't find what you are looking for on our on-line pages, you may make a special request by filling in the bottom of the comments and feedback page. Please include your name, telephone number and e-mail address so we may contact you. Many of our customers make special requests and we try to fill their orders by using wholesale suppliers from around the world.

• Catalog

  We don't have a printed catalog. Our inventory changes constantly, which would make any printed catalog out of date and obsolete. We try to keep the on-line pages as accurate and up to date as possible. They are your best source of current information. We can also have gems custom cut to your specifications, the possibilities are endless.

• Mailing list

  If you like to be on our mailing list, we will let you know by e-mail of new items, and events occurring on our site. All information provided is kept confidential, and we don't sell or give away e-mail addresses. If so, use our comments and feedback form and ask to be put on the mailing list.

• Return Policy and Gem Hut Guarantee

  We want you to be completely satisfied with your order, however you may return loose (unmounted) gemstones for refund within 15 days of receipt. You must obtain an RMA (Return Merchandise Number) by calling us, and clearly mark it on the box. We will refuse any shipment without an RMA number. Items returned must be in original condition. Ship returned items prepaid and insured to the address on the packing slip. Please return the packing slip, along with a note stating the reason for the return. Shipping charges are non-refundable and we cannot accept COD packages, sorry. Mounted gemstones, all gold, silver and platinum products, including bullion coins and jewelry settings are non-returnable and sales of such are final.

• Unclaimed Goods

  Items that are returned to us by a shipper as "unclaimed" will be held for thirty (30) days. During that period we will attempt to contact you, and will resend the items for additional shipping charges. If you fail to respond to our contact(s) within the 30 day period, the items will be returned to our inventory to be resold without refund.

Last updated January 13, 2010
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