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HELP -> FAQ
Click the sign in/register link located at the top of every page.
It is $20 for retail (general public) customers and $50 for wholesale (business) customers.
We accept Visa, MasterCard, American Express, Discover, Diner’s Club and PayPal.
Normally we do not. We encourage you to use one of the payment methods listed above. If you have any concerns regarding the security or privacy using our website, please refer to our privacy statement.
However, if you really prefer other payment methods, please contact us after you register with us. We will then setup your account to accept these payment methods accordingly.
No. Our payment system requires a billing address and will not take these cards because they do not have any billing addresses.
Yes. We welcome orders from countries all over the world. In fact, we have served customers from more than 65 countries around the world as of Feb 2008.
Yes. All shopping carts are automatically saved for 30 days. When you use the same computer next time, our system will recover the content of your shopping for you.
If you add your billing information into your profile, then it will be stored on our secure server, so every time you place an order, you do not need to retype those information. If you do not want it saved, simply delete it from your profile. Please see our security certificates located on the bottom of each page. You can click on each one of them to verify their validity.
Please note that security codes are not saved. You need to enter your security code manually each time you order.
No. We do not send out samples to customers. We recommend you order a small order before you place a substantial order if you are not confident with our quality or not sure whether that is the right product for your project. If you do not like that, you can always return it for full refunds.
In the shopping cart, under the “Update Quantities” button, click ‘Use Coupon’, and then enter the coupon code in the text field.
I entered my credit card information several times and now I received duplicate charges from GemMall. Why?
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First, we want to guarantee that we never double-bill our customers. Those “duplicate charges” are just authorizations from your card issuing bank. They will be automatically dropped by your bank in 2 to 3 business days. The following is the detailed explanation for this matter.
When you enter your billing information in our system, it has to clear two banks; our bank (merchant) and yours (card issuing bank). More than likely, your bank has authorized us to take the payment, however our bank saw that the billing information did not match (or due to other security-related precautions) and therefore did not approve the transaction. Under this circumstance, you would still have a pending authorization with your bank. But such authorization will be dropped by your bank automatically without any involvement from both parties. This seems odds and confusing to many people, but it does exist and is very common scenario in credit card processing.
No. If you have to use two forms of payments (e.g. two credit cards), you can submit two orders and using one card for each of the orders. If the shipping addresses for both orders are the same, our shipping department will combined two orders into one shipment and our accounting department will refund the shipping cost saved with combined shipping.
Only Arizona residents that do not have a resale license need to pay sales tax.
Orders can be changed or canceled before we process them. In that case, please contact us via email or phone as soon as possible with the order number. If the change is significant, we recommend you to just submit a new order and we will combine the shipping, if necessary
Orders can not be changed or canceled after we start processing them.
Our inventory is updated constantly and any items can become out of stock or disabled. If an item is disabled, you will not be able to see that from our website.
If you can not find an item online, you can not order it.
Special orders require a minimum of $200 per product and take approximately 4 weeks to manufacture.
After the products are made, we can ship it to you in two ways.
No.
No. Our online inventory is up-to date and constantly changing.
No, we are online only. Our warehouse is located in Gilbert, Arizona.
However, if you are local customers and would like to pick up your orders in our warehouse, please let us know. We will then notify you when your order is ready.
Yes.
It means that you do not have to order same product to get that price. You can mix and match different products to get the next quantity discount. For example, to get the quantity discount for 15 items, you can either purchase 15 items from the same product or 1 item from each of 15 products.
We provide free shipping to all US-based retail customers. Free shipping has the following restrictions:
All shipping costs are calculated by our system based on the weight of your shopping cart. At checkout and before paying, you will know exactly how much your shipping will cost.
Therefore, if you want to know the shopping cost, you should add those items in your shopping cart. Proceed to check out when done shopping. You will be asked to sign in (or register if you have not done that yet). You will then enter your shipping address. After that, our system will present you a list of shipping methods with corresponding costs. You can choose the shipping method you want to continue your checkout process, or you can just stop there for any reason. We are very confident that our shipping cost is at least fair (if not much lower) compared to other dealers due to our large shipping volume.
Most orders are shipped the same day or next business day. Please note that this does not include weekend and holidays.
This depends on the carriers and the shipping methods. The followings are some estimate:
We send a shipping notification email with tracking numbers once we have shipped your order.
Please contact us if you do not receive such emails a few days after you place your order.
We use US Postal Service and UPS for domestic and US Postal Service for international. If you prefer UPS for international orders, please let us know in the shipping instructions and we will contact you with a shipping quote.
We cannot instruct the carrier how to leave your package. They will use their own policies to deliver your package. If you have a specific requirement for delivery, please contact the carrier directly with your tracking number available.
Please write that down in the “shipping instruction” area when you checkout, or contact us right after you place your order. We will then purchase this option for you when your order is shipped.
Please note that we do not purchase this service option by default. I went to usps.com to track my order and it has been at the same place for a few days now. Why is that? Did you send my order?
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If you have received a shipping notification email from us, then we have sent your order.
The US Postal Service does not provide point to point tracking. If your item is in transit or held in customs, it will not show online. If your package is being sent outside of the US and it has been over 10 days, please contact us with your order number so that we can start an investigation.
Insurance covers lost and damaged merchandise. We offer insurance on all orders.
Please note that shipping insurance is not available to some shipping destinations. For those shipping addresses, we can not purchase insurance and the customers are responsible for lost or damage package.
We will call the courier and start an investigation if your package is lost or delayed. If you would like to reorder before the investigation has been completed, you can do so. If you would like for us to send a replacement, we are able to do that after the insurance claim has been filed.
No.
Sorry, we do not offer gift wrapping services.
Yes, you are welcome to pick up your order at our warehouse in Gilbert, Arizona. Please let us know in the shipping instructions and we will let you know when your order is ready for pickup. We will also refund the shipping costs (if there is any) to you.
We can not label products per customer request.
Most our strung beads and pendants do not have labels. Most of our silver and the Swarovski crystal products have labels outside the plastic bags.
All orders can be returned for full refund within 30 days of receipt with the following restrictions.
Please follow these steps:
All returns are processed within 5 business days after we receive. We will notify you by email once your return is process and refund is issued.
Our beads are double checked to give you the best quality, however there are imperfections sometimes. Please contact us with your order number and the item code and we will start an investigation and response to you as soon as possible.
First of all most of these reports are due to overlook of our customers. Therefore, we recommend you do the followings before contact us.
Our orders are double checked to ensure accuracy, however, mistakes do occur. Please contact us with your order number and we will start an investigation to resolve the issue immediately.
Please look very carefully in the light. There is wax in some of the holes that make them difficult to see. The holes are sometimes on the black part of the pendant or on the inside of a petal. If you still do not see a hole, please contact us with your order number and item code and we will start an investigation immediately to resolve the issue.
I placed an order a few days ago and now I see that some of the items are on sale. Can I request a refund?
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Most sales events are for future order only and they do not apply to previous orders.
Yes, they have holes. Please look very carefully in the light. There is wax in some of the holes that make the holes difficult to see. The holes are sometimes on the black part of the pendant or on the inside of a petal. If you still do not see a hole, please contact us and we will start an investigation and resolve the issue as soon as possible.
It varies because they are hand drilled. But .7-1.2mm is an industry ad-hoc standard. This size is sufficient for absolute most threading material used in jewelry making.
Most of the pictures are proportionate to the actual product. However, resolution settings vary in monitors, so the actual size cannot be determined by the picture.
No. They should be cut loose by a designer and placed on string used specially for jewelry making.
The man made glass makes the bead harder and when chipped, it will not have a sharp edge.
It stands for “Fresh Water Pearl”.
The number of beads varies, depending on the size of beads and the length of strands.
Chinese Crystals are used as replacement to Swarovski Crystals in many budget projects. Compared to Swarovski Crystals, they are not as shinning as the later, and the colors are not as accurate. If your project do not need to use the highest quality of crystal and budget is more important, we recommend you use Chinese Crystals. Otherwise, you should just use Swarovski Crystals.
Quartz glass is man-made glass. It is made to have the same luster and look of natural quartz.
Most of our pictures are very factual due to our strict quality control.
However, color difference does happen, especially for natural stones. This difference in color is based on the atomic structure of the stone. Although the different stones formally have the same chemical composition, they are not exactly the same. When there are very big variances in color, we let you know in the descriptions so that you may plan correctly for your application.
We do not use the grade system like other dealers are using. It is because different dealers use different grading systems and this itself causes a lot of confusion to consumers. We do not want to confuse you and therefore we do not want to use that.
It is designated that such a product is the top quality among its kind.
No.
There is a product that I used to order, but I no longer see it on your website. When will you restock this item or do you have it in your warehouse?
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We receive regular ocean container shipments every 3-4 weeks and cannot guarantee which items will be restocked. The inventory that you see online is accurate. If you do not see it, we do not have it at this time.
Sign in to your account. Go to your account profile. There is a “change email” link right next to you email address. You can click the link and then change your email address in the text box right next to it. When done, click “Save Changes”. We will send you an email change notification to both your new and old email addresses.
Emails are the primary means we communicate with our customers. We send out following emails.
Most probably it is because your email software mistakenly flagged our emails as spam or junk mail. You should take the following procedures to ensure you can successfully receive our emails.
Please contact us if you think your account is disabled.
We need to have your business/resale license.
For international customers, we have the following requirements to become a wholesale customer:
We know that some US states do not require any license to conduct business. For those states, we need to have your tax ID number and a phone number to the tax authority, so that we could verify.
Wholesale customers receive lower prices than retail customers. Our profit margin does not allow us to offer free shipping for wholesale customers.
You cannot base your prices off of the retail prices. Wholesale customers are priced based on their order history with us. If you do not have a history with us, you will still be able to price our products comfortably in your retail business.
No. You can buy as little or as many strands as you want, you will still get a low price with a low minimum order of $50.
Please sign in to your account to see your wholesale prices. If you are already signed in, please try to sign out and then sign back in.
No. We only send out email newsletter once in a while.
No. We follow the strictest practice and guidelines in protecting our customer privacy. Customer information, whether public or private, will not be sold, exchanged, transferred, or given to any third party, except our service providers as described in our privacy policy. We are certified by TRUSTe.org - the most esteemed trust company in the industry. Please refer to our privacy statement for further details.
Yes. Our website is built with maximum security inside out. We adopt the best practices of online shopping security. All pages with personal information such as email, password, names, addresses, payment information are transported using the strongest HTTPS encryption. All these information are also encrypted before storing in our database. In addition, this site is daily monitored and certified by Hacker Safe and VeriSign - two of the most important companies enforcing online security.
We take security and privacy matters very seriously. We wish you a safe and happy online shopping experience! |
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This site is updated daily. Please us and come back often, as we will always be adding new products. GemMall.com | 1730 W Sunrise Blvd, Suite B105, Gilbert, AZ 85233 | Phone: (480) 759-2090 | Email: customer.service@gemmall.com All text and images copyright © GemMall.com 2003-2008. All rights reserved. Terms | Privacy Statement | Wholesale Information | Site Map | Resources |
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