Shipping Policy
Agathas International Inc, DBA "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 & Priority Mail), UPS Ground and FedEx Ground services.
ORDER PROCESSING TIMES
All orders are processed within 1 business day (excluding weekends and holidays) after receiving your order confirmation email. Large and oversize items (60 lbs and over) are processed within 1 to 2 business days (excluding weekends and holidays) You will receive another notification when your order has shipped
SHIPPING TIMES
Orders are typically delivered between 4-7 business days, depending to where we are shipping to. We ship from Southern California.
We may decide to ship large and oversize items via freight service securely on a wooden pallet. These shipments may take longer to prepare and longer to deliver than regular size items. Pallet order typically can take between 5-12 business days for delivery, depending on the delivery location. The freight carrier will require a delivery appointment scheduled directly with them.
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.
INSURANCE
All 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 oversize item and we are shipping it to the Los Angeles, Orange County, San Diego, Riverside or San Bernardino areas we may decide to deliver the item directly to your address ourselves.
IS-STORE PICKUP
We offer the ability for you to pickup your order on 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 time.
INTERNATIONAL SHIPPING
We will ship to any countries serviced by 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.
Your order may be subject to import duties and taxes (including VAT), which are incurred once a shipment reaches your destination country. Brazil Gems is not responsible for these charges if they are applied and are your responsibility as the customer.
HOW TO CHECK THE STATUS OF YOUR ORDER
When your order has shipped, you will receive an 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.
If you haven’t received your order within 10 or more days of receiving your shipping confirmation email, please contact us at support@brazilgems.com with your name and order number, and we will look into it for you.
SHIPPING TO P.O. Boxes
Please provide a physical address with your order as some carriers to not deliver to P.O. Boxes. Thank you.
RETURNS, REFUNDS & EXCHANGES
Our Return policy is 14-days from purchase and will generate a store credit for the same amount less our shipping cost to you. If 15 days have gone by since your purchase, 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 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 have any further questions, please don't hesitate to contact us at support@brazilgems.com.
