FAQs: Frequently Asked Questions
Are my personal details secured? Is my transaction safe?
At www.rubyandgems.com, we are concerned about our customer’s safety and security. Accordingly, we have put a number of technological protections in place to ensure that our transaction process is extremely safe and that our customer’s information is secure. All the details entered by our customers are directly received through our payment gateway and are then transmitted to the customer’s bank’s servers. All this is done through industry standard encryption protocol known as Secure Socket Layer (SSL). Please keep in mind that customer protection is a two way street.
What precautions should I take to ensure safe and secure online shopping experience?
Following are some guidelines:
Be cautious of unsolicited phone calls and emails,
- ‘RubyandGems.com’ will never call or email a customer and ask for their www.rubyandgems.com password, bank account or credit card number, etc. If you receive a suspicious email with a link to update your account information, do not click on the link, instead go directly to www.rubyandgems.com and then to your account.
- If you receive unsolicited calls or emails form and unknown entity, impersonating as ‘RubyandGems.com or any of its sister concerns or associates, and asked to confirm or provide any personal detail like password, credit card number, etc. simply ignore it and report the incident for investigation to www.rubyandgems.com
- If you discover a spoofed RubyandGems.com website, or receive a bluffed www.rubyandgems.com, then please report the same to www.rubyandgems.com
What products do you offer?
‘RubyandGems.com’ offers a wide range of products that best matches all budgets and tastes. They are as follows:
- Gemstones, both precious and semi-precious (100% Natural and Untreated
- Diamonds
- Fine Jewelry
- Original Watches
- Genuine Antiques
What should I do if I need an item that is not listed on the website?
We have a lot of inventory. Please let us know if we can list anything that is not currently listed on our website. We list almost all our items on the website. But in case, if you do not find the item you are looking for, or if any item you need is not listed on the website then kindly contact us by dropping an email at [email protected] or you can also call our customer support team at +91-9833821291
Is it mandatory to register, to shop at www.rubyandgems.com ?
You have two options. Firstly, you can checkout as a guest (no registration is required here). Secondly, you can register with www.rubyandgems.com for swift checkout in future. Either options will help you make your shopping experience ease at ‘RubyandGems.com’
Do you charge for registration at www.rubyandgems.com?
NO. We do not charge for registration. It is absolutely FREE.
Do you ship to my country?
YES. At ‘RubyandGems.com’, we offer FREE SHIPPING to almost all the countries in the world. In case there is no provision for shipping to your country, kindly contact us for customized shipping arrangements.
Kindly contact us for more details.
How do I make payment? What are the payment options available?
You can make payments through the following options:
1. Online Funds Transfer or Credit Card Payments through PayPal.
2. Money Order.
3. Cheque.
4. Bank Wire Transfer
For payment through other means, kindly contact us
Can I send gifts to someone from www.rubyandgems.com?
YES. During the ordering process, kindly mention the two addresses. And for your protection, just be sure and do not forget to let your credit card issuer (company) know that you will be using a shipping address other than your billing address.
Can I make payment through my friend’s/relative’s credit card?
YES. If a customer does not have a credit card and wishes to make payment through friend’s/relative’s credit card, he/she is free to do so. But in such a case, customers, please be advised that the order will be shipped in the credit card holder’s name and shipping address will be the address of the credit card holder. i.e., the order will be shipped at the credit card holder’s name and address.
Customers have one more option to do so. During the ordering process, kindly mention the two addresses. And for your protection, just be sure and do not forget to let your credit card issuer (company) know that you will be using a shipping address other than your billing address.
What are the various shipping options available?
All orders are insured. Following are the two most convenient options available for shipping:
1. EMS SpeedPost (Free Shipping)
2. FedEx
For shipping through other means or options, kindly contact us
Do you provide insured shipping?
YES. We at ‘www.rubyandgems.com, provide you completely safe, insured and traceable shipping services. You can constantly monitor the status of your shipment till it reaches your door step. You can track your shipment status simply by entering your tracking number at:
Ø FedEx
How soon do you ship my order?
Once we receive a cleared payment, we ship the order immediately within 1 or 2 working days. In case of product needs to be manufactured then shipment may take 10 to 15 working days.The date of shipment and the estimated arrival date of your order will be provided to you by our customer support team. Our customer support team will constantly keep you updated about your order status at every point till it reaches your door step. Our customer support team is available at your service round the clock at [email protected]
How soon my order is delivered?
Below are the estimated arrival times after your order has been shipped. These estimates include transit and customs clearance time. Actual delivery may vary.
| Countries | Estimated Arrival Times (Days) |
| U.S.A | 4 to 7 |
| U.K | 3 to 5 |
| Canada | 4 to 8 |
| France | 3 to 4 |
| Russia | 4 to 7 |
| Europe | 3 to 5 |
| South America | 4 to 8 |
| Indian Sub-Continent | 1 to 2 |
| South-East Asia | 2 to 3 |
| Rest of the world | 5 to 9 |
How can I track the shipping status of my order?
Our customer support team will constantly keep you updated about your order status at every point till it reaches your door step. Also, you can constantly monitor the status of your shipment till it reaches your door step. You can track your shipment status simply by dropping an email at [email protected] and our customer support team will get back to you. Or you can also track your shipping status just by entering your tracking number at:
2. FedEx
Who bears the Customs Charges and Duties?
Kindly note that, the customs charges and duties shall be borne by the customers. We do not bear the customs charges and duties of your country as the laws and regulations differ in various countries and they are beyond our control. However, there is no import duty on gemstones in the USA, Europe and Canada. In other countries you may be looking at around 1% of the declared value for the loose gemstones. In case of any information pertaining to custom charges and duties levied in your country, please feel free to reach out to our customer support team at [email protected]
What precautions should be taken at the time of receiving the ordered product?
What if the product and/or package delivered is in damaged/tempered condition?
Customers kindly pay attention at damage or tempering of your package while receiving the order. We advice all customers to inspect the package carefully before receiving or signing for receipt.
Please do not accept the ordered package if it is found in tampered or damaged condition. In such a situation, contact our customer support team at +91-9833821291, immediately.
Kindly feel free to contact us at [email protected] , in case you have queries, comments or questions regarding shipping policies. All your questions will be attended and answered within 24 hours.
We would love to help you on this.
What if my order is lost in transit?
All our shipments are fully insured. So, in case, where the order is lost in transit we will inspect the incident. It takes around 15 to 20 working days for inspection process to complete. After the inspection, the customer is free to make the choices of getting the refund or placing another order of approximately similar price (the difference amount will be adjusted).
Our 30-Day Return and Exchange Policy
Do you accept returned items? Can I return or exchange my order?
YES. We have a very simple and clear return policy. Due to any reason, if you wish to return the purchases, we will happily provide you with an exchange or full refund. You are free to return or exchange your purchases within 30 days from the date of delivery. It’s that simple. Our 30-Day return policy gives you plenty of time to consider your purchase. Hence, you can be sure of your decision. We will keep the returned item for 20 days inspection (the returned item will be kept with us for a period of 20 days, for inspection). Our Quality Assurance Team will scrutinize the returned item. You will be refunded within 10 days following the inspection period. You will be given full refund to the original form of payment only. However, shipping charges (i.e., US $ 25 flat) and payment process charges (payment transaction charges) will be deducted, if any incurred.
The only thing you need to be careful is that the item must be returned in the original condition i.e. unchanged, undamaged and tampered free, including the certificate, invoice, other documents, free gifts, complete original packaging, etc.
Kindly inform us your intension of return through email (for our record and feedback).
For more details about our returns and exchange policy, contact our customer support team at [email protected]
Who will bear the return shipping charges?
Due to any reason, if a customer wishes to return the ordered product then the return shipping charges shall be borne by the customer.
In case of exchanges, the shipping charges shall be borne by customers.
For more details about our returns and exchange policy, contact our customer support team at [email protected]
How do I prepare my return item?
Preparing a return includes few simple steps. They are as follows:-
· The first thing must be taken care of is that the item must be returned in the original condition i.e. unchanged, undamaged and tampered free.
· Package the return item nicely, including complete original packaging and all collateral materials such as invoice, certificates, other documents, free gifts, etc.
· For security reason, kindly be sure to ship the return item fully insured. Also, request a return receipt for confirmation that the shipment has reached us.
· Send us the tracking detail i.e. tracking number via email at [email protected] This helps us to monitor and keep track of the returned package.
For any questions, queries and more detail about preparing a return, you can contact our customer support team at [email protected]
Note: ‘www.rubyandgems.com’ will not be responsible for any damage or loss of return shipments.