What is your return policy?
Please note, all sales are final. At Virtu Gem we value transparency, honesty and communication. We are always available for questions to help clarify and allow our customers to buy with confidence. We strive for every Virtu Gem purchase to meet our customers expectations and arrive safely. However, there are no guarantees. Our customers and miners are both top priority for us! A percentage of your purchase goes directly to support humanitarian aide to mining communities. For this reason, we have a no money back policy. If you were to receive a damaged product we will replace it at no additional cost. Please keep in mind an identical replacement may not be available, but we will do our very best to get as close as possible.
How long does shipping take?
In general shipping can take up to 4 weeks. Legal exportation is required for all Virtu Gem products which increases the time it takes between placing an order and the final shipment. There is no guarantee on when your parcel will arrive until it has left the country. At this point you will receive a tracking number with expected arrival date and details. We strongly encourage our customers to take the above into account and leave ample time when placing an order. Additionally, it is important to note government shutdowns, protests, pandemic, etc. are out of our control and can lead to delays. We ask for your understanding in these situations and know that we are always doing our best to serve you as best we can.
Can I expedite my order?
The quickest that we can ship your order is usually a week. But we would need to confirm timing in advanced pending conditions cited above. We do have some inventory in the US available immediately, search for products under “US”. These gems can be shipped in two business days.
Why do I have two shipping fees at checkout?
Each country handles shipping a little differently with protocols and fees. In order to process your shipping accurately it is necessary for us to accrue shipping fees from each country. If you purchase from multiple countries you will receive parcels directly from the country your material is coming from, which will be reflected in your cart at checkout. Please be sure you fill out all required shipping information to avoid delays.
Who can I contact for further questions?
We are available for all questions at firstname.lastname@example.org. You can expect to hear from one of our team members within two days! If you would prefer a phone call please leave your best contact number.
Can I sign up as a wholesaler?
Yes, Virtu Gem does sell wholesaler to verified businesses. Please contact us at email@example.com.