FAQ

What types of products does GemTrue offer?

GemTrue specializes in high-quality jewelry inspection tools and diamond visualization kits. Our product range includes items such as the Illuminated Rechargeable LED & UV Loupe and the GemTrue Diamond Selector, designed specifically for jewelers and gemologists to enhance precision and clarity in their work.

How can I ensure the quality of the products I purchase?

All our products are curated to meet high standards of quality and functionality. We recommend reviewing product specifications and features listed on our website. Additionally, customer reviews and testimonials can provide insights into the performance and reliability of our tools.

What is the return policy for GemTrue products?

GemTrue has a 14-day return policy. To be eligible for a return, items must be in the same condition as received, unworn or unused, with tags, and in their original packaging. A receipt or proof of purchase is also required. For more details, please refer to our return policy section.

How long does shipping take for orders placed with GemTrue?

Shipping times vary based on the selected shipping method. Standard shipping typically takes 1-5 working days for dispatch, while express shipping may take 3-5 working days. However, factors such as order size and customization can affect delivery times. Please consult our shipping policy for more information.

What should I do if my order arrives damaged or incorrect?

Upon receiving your order, inspect it immediately. If you find any defects, damages, or incorrect items, please contact us right away. We will evaluate the issue and work towards a resolution, which may include a replacement or refund.

Are there any customs fees for international orders?

Yes, all parcels shipped outside of China or Hong Kong may be subject to import taxes, customs duties, and fees imposed by the destination country. As the recipient, you are responsible for these charges. The total value of these fees will depend on the destination country's regulations.

How can I track my order once it has been shipped?

Once your order is dispatched, you will receive a tracking number via email or message. You can use this number to track the shipping status of your order through the shipping company's online tracking system.

What payment methods are accepted at GemTrue?

GemTrue accepts various payment methods, including major credit cards and online payment platforms. Please check our payment options during the checkout process for a complete list of accepted methods.

Can I exchange a product if I change my mind?

To ensure you receive the desired product, we recommend returning the item you have and making a separate purchase for the new item. Please note that all returns must comply with our return policy guidelines.