Shipping policy

Brazil Gems offers domestic FREE shipping on all items to the 48 contiguous states in the United States only.

We ship for free with domestic carriers like USPS (First Class & Ground Advantage), FedEx Ground/Home Delivery and UPS Ground services.

ORDER PROCESSING TIMES

All orders are processed within 1 to 2 business days (excluding weekends and holidays) after receiving your order confirmation email. Large and oversized items (60 lbs and over) are usually processed within 1 to 3 business days (excluding weekends and holidays) and can take longer to arrive. You will receive another notification when your order has shipped.

SHIPPING TIMES

Orders are typically delivered between 4-7 business days, depending on where we are shipping to. We ship from Southern California. Arrival times to the East Coast could take additional days. These times should be viewed as estimates. 

Large and oversized items will ship via special palletized ground freight service securely on a wooden pallet/crate. These shipments may take longer to prepare and longer to deliver than regular sized items. Palletized orders typically can take between 5-12 business days for delivery, depending on the delivery location. The freight carrier will require a delivery appointment. They will contact the customer directly at the number provided by the customer and/or the customer can contact the carrier directly to schedule the delivery appointment. These items will arrive curbside ONLY. You will be responsible for getting it inside of your home so plan accordingly. Palletized products are typically very heavy and delicate to get inside of your home, we recommend hiring local professional movers or contacting us to see if White Glove Delivery service is available for an additional fee. Palletized items to certain areas such as Manhattan in NYC will not be free due to limitations within the city and additional costs involved. Check with us first prior to purchasing to verify.

We offer instructions on how to receive and document the receiving of a pallet delivered to your location on our FAQ page.

SHIPPING UPGRADES

You will have the option to upgrade shipping during checkout and select a faster delivery option at your own cost unless it is a large and/or oversized item that will have to be shipped on a wood pallet/crate. If the system allows you to upgrade your shipping service but in fact it has to travel on on a wood pallet, we will let you know it will be impossible to ship at the faster service and you will be refunded that upgraded shipping service fees paid. Brazil Gems reserves the right to decide how an item will be shipped. 

INSURANCE

All of our items are shipped fully insured. You can check our FAQ page for instructions on how to document and report a damaged or missing item from your order. 

LOCAL DELIVERY

If you order a large or oversized item and we are shipping it to the Los Angeles, Orange County, San Diego, Riverside or San Bernardino areas we may decide to personally deliver the item directly to your address and will let you know and schedule a date/time that is convenient for all parties.

IN-STORE PICKUP

We offer the ability for you to pickup your order in our warehouse. Please select that option during checkout and reach out to us via email to support@brazilgems.com or via phone to 951-215-6455 to schedule your pickup day & time.

INTERNATIONAL SHIPPING

We will ship to any countries serviced by USPS, UPS, FedEx and DHL International services.

International shipping is NOT free. Please reach out to us to receive a shipping quote to your country and we will work with you to make sure we get the best rates available to ship your item, including palletized items. EU orders typically deliver between 5-10 business days via DHL Express, FedEx or UPS.

Important Note: Palletized products require special attention on returns due to weight and size of the pieces shipped. Please check the details in the description of a product or contact us before purchasing to confirm if an item will be palletized or not. Feel free to also contact us via phone +1 951-215-6455 or email info@brazilgems.com to get more details about the item(s) you are looking to purchase. We are happy to help you with your decision.

 

Your order may be subject to import duties and taxes (including VAT), which are usually incurred once a shipment reaches your destination country. Brazil Gems is not responsible for these charges if they are applied and it is your responsibility as the customer to pay. We have seen countries hold products in customs and not release it for final delivery until the customer has paid any import duties and taxes. Please check with your own country to know the costs PRIOR to placing your order. The harmonized code (HS) code used is 711620.

HOW TO CHECK THE STATUS OF YOUR ORDER

When your order has shipped, you will receive an automated email notification from us which will include a tracking number you can use to check its status. Please allow 48 hours for the tracking information to become available. For palletized items, sometimes the tracking website with the shipping carrier will not appear correctly if using certain apps, ie SHOP app. Please click the tracking number in the email which should link to the correct tracking website for the shipping carrier.

If you haven’t received your order within 10 or more days of receiving your shipping confirmation email or text, please contact us at support@brazilgems.com or call us at +1-951-215-6455 with your name and order number, and we will look into it for you. Please note that shipping carriers can have unforeseen delays or issues that might delay your item's arrival.  We will not be held responsible for a delay in shipping caused by the shipping carrier as it is out of our hands, literally. Please be patient and reasonable.

SHIPPING TO P.O. Boxes

Please provide a physical address with your order as some carriers such as FedEx do not deliver to P.O. Boxes. Thank you.

RETURNS, REFUNDS & EXCHANGES

You can read our Return & Refund policy here: https://brazilgems.com/policies/refund-policy

If you have any further questions, please don't hesitate to contact us at support@brazilgems.com.

+1-951-215-6455