We offer Free Shipping on all products within the Continental U.S.

We use FedEx Ground and Home Delivery, UPS Ground and USPS Ground
Advantage mail depending on size and weight of the product and where
it's shipping to. You can upgrade your shipping option during checkout
at your own expense.

Heavier items 60 lbs and over require a 2-day handling period as
they ship via freight on a pallet. Our goal is to take extra steps to
make sure your gemstone arrives safely after they have gone through
millions of years working on their beauty.

All Brazil Gems products are stored and shipped from our warehouse in Southern California. No Tariffs added.

Large orders may be shipped directly from Brazil to the final
destination, per delivery conditions negotiated in our arrangement with
you. When shipping directly from Brazil Tariffs may incur.

Yes. We can quote shipping to any countries covered by UPS, USPS,
FedEx and DHL. Larger items will ship on a pallet via freight company.
Please send us an email to info@brazilgems.com with the item you are
interested in and where you are located and we will email back with a
quote. Customers are responsible for all import, customs and VAT taxes
and fees.

For orders placed by 2:00 PM Pacific Time we do our best to ship
the same day during weekdays, and if not, they will ship the next
business day. If you require your product urgently, feel free to contact
us via Chat/Email/Phone to make a special request that it gets out
ASAP. You may also want to upgrade your shipping during checkout. Larger
items shipped on pallets require 1-2 days of handling time before being
picked up by the carrier due to the logistics of packaging them safely
on a pallet and coordinating pickup by the freight company.

Due to the unique nature of our products, a few products' images
provided on our website are sample photos and therefore a representation
of what your product will look like. This is the case for our 5"-17"
sized gemstone trees as well as our agate coasters and small
agate pieces for crafts. The VAST majority of our items have been
individually photographed and videoed and appear in their own unique
listings with multiple photos and a video and are the exact item you
will receive. Every piece is a gem here at Brazil Gems and every piece
will be unique.

Please reach out to us at info@brazilgems.com or via phone
951-215-6455 to get the conversation started. We can work with small
quantities and also source large orders for you and direct ship from
Brazil.

Our Return policy is 30-days from delivered date. The customer
must contact Brazil Gems within that time to initiate a return. The
customer will be responsible for shipping the item safely back and once
arrived safely and in the same condition, you will receive a refund less
a 10% restocking fee.  If 31 days have gone by since your delivered
date, unfortunately we can’t offer you a refund or exchange.

To be eligible for a return, your item must be in the same condition that you received it. It must also be in the original packaging.

To complete your return, please contact us at support@BrazilGems.com and provide the order number and name on the order.

Please do not send your purchase back without contacting Brazil Gems first.

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

If you received an item damaged during shipping please take these steps immediately:

1. Take as many pictures and videos of the damaged item from different angles.

2. Take pictures of the label and box certificate (the stamp with box size and weight capacity).

2. Keep all packing materials and also take pictures of it.

3. Report the damage within 5 days to Brazil Gems at:
support@brazilgems.com. Failure to report the damage of an item received
via standard shipping (or FedEx or USPS) within 14 days of the
delivered date will result in a denial of the claim by the insurance
company and then nothing will be able to be resolved. Failure to report
any damage of product received via a Specialized freight services on a
wood pallet within 5 days of delivery will result in a denial of claim
so whether you receive your items via standard shipping or specialized
wood pallet freight service, open your items immediately upon delivery
and contact us immediately if anything arrives broken.

4. Hold the item and packing material until you receive further
instructions from Brazil Gems or from the Insurance company. Many times
the carrier will actually retrieve the product from you for insurance
reasons.

All of our products ship fully insured and Brazil Gems will open
the claim on your behalf. Please hold on to the damaged item and wait
for instructions on whether you will get a full refund or we will work
with you to get a replacement item.

You can read more details here: https://brazilgems.com/policies/refund-policy

We ship large and heavy items securely packed on a wooden pallet via a freight company such as UPS Freight or similar companies.

You will need to provide your phone number during checkout as the
freight company will call to schedule the delivery of the pallet to
your address.

Please follow these steps to receive your pallet:

1. Please video and photograph the pallet when receiving it from the Freight company, PRIOR to signing their delivery receipt.

2. If you do notice anything like a crack, puncture or
damage in the pallet/box itself, please document it with pictures and
videos and handwrite that on the delivery receipt.

4. If it seems like the pallet may have been on its
side at one point, or removed from its actual wood pallet, or really
anything suspicious, please photograph/video that and handwrite that
suspicion on their delivery receipt.

5. Be sure to keep a copy of that delivery receipt that shows your notations and even photograph the receipt as well.

6. We recommend continuing to video and photograph the
opening process after the delivery driver left, just in case anything
might have arrived broken but you weren't able to see that at the time
of delivery.

7. If anything is wrong, immediately let us know. We
have 5 days to report any damage to the freight company. If everything
is great, we'd love to hear that too (our preferred message to get).

No. All our bases are custom made to specific products in Brazil.

Yes! All of our products are natural gemstone sold as is and as you
see them in their images and videos. They may contain natural
imperfections, broken edges and repairs from the extraction, polishing
and prepping process. The bottoms and backsides of cathedrals have
been molded and painted to allow for them to stand on their own. Polished cathedrals
have been polished to the crystal and/or agate band and may have
material added to help them stand on their own or to smooth out their
backs or sides. Citrine products are "heat-treated", meaning they were
originally amethyst that was heated in a kiln to give them their
beautiful range of amber colors that Mother Nature's geo-thermal heat
had not yet had a chance to do. The is how the majority of Citrine in
circulation came to be. A few of our gemstones are dyed and they are
noted in their descriptions, such as Pink Agate, some Blue Agate (not
all), Purple Agate, some Green Agate Slices and some Orange Agate
Slices. 

Our warehouse is located at 26211 Jefferson Ave, Murrieta, CA 92562
and you can visit us by appointment only. Children under 10 years old
are not allowed inside the warehouse.