FAQs | JiStones Natural Stone Jewelry & Shipping Questions
Shipping & Delivery
What are your shipping timelines?
Processing time: 2–5 business days for our handcrafted natural stone jewelry pieces. Shipping duration: 7–20 business days worldwide (USA/Canada/UK: 7–15 days; Europe: 10–20 days; Australia/Asia: 10–18 days). Please note that customs clearance and peak seasons may cause additional delays.
Do you offer international shipping?
Yes, we ship to most countries worldwide, excluding restricted destinations: Bahamas, Yemen, Cuba, Iran, Sudan, and Syria. Enjoy free shipping on orders over US$69.99 (handling fee of $18 applies to free promotional items). Customers are responsible for any applicable duties and taxes—please consult your local customs authority for estimates.
How can I track my order?
You'll receive an order confirmation email immediately after purchase, followed by a shipping notification with tracking details once dispatched. Use our Track Your Order tool or third-party services like 17TRACK. Tracking updates typically appear within 2–3 business days on carrier websites.
My tracking number hasn't been updated—what should I do?
Our handcrafted items from Tibet and Nepal require 3–5 days to reach international shipping hubs (inland tracking may not be available). If no scanning activity appears after 5 days, please contact our customer service team for assistance in locating your package.
Will my order be shipped in multiple packages?
To ensure faster delivery, items may be shipped separately when necessary. You'll receive corresponding tracking numbers for each shipment at no additional cost.
What if I miss my delivery?
Contact the shipping carrier directly to reschedule delivery or arrange pickup at your local post office. Most carriers attempt redelivery on the next business day. For assistance, email us with your tracking details.
I haven't received my order—who should I contact?
Contact our customer service team via email (contact@jistones.com) or Facebook (@JiStones). We'll promptly investigate and provide updates—your satisfaction is our priority.
Why is my order delayed?
Common reasons include customs inspections, carrier delays, or seasonal volume. Please refer to the estimated delivery times in your confirmation email. If your order exceeds these estimates, we'll investigate immediately.
Payments & Pricing
What payment methods do you accept?
We accept all major credit cards including Visa, Mastercard, American Express, Discover, and JCB, as well as PayPal through our secure Shopify Payments system. We do not accept personal checks, wire transfers, or cash on delivery.
Can I request a price adjustment after purchase?
As an artisan brand committed to fair wages and sustainable practices, our pricing reflects current market trends, material costs, and fair compensation for our craftspeople. We're unable to offer price adjustments for recent price changes, but we encourage you to explore our seasonal sales for the best value.
Why does the final price differ at checkout?
Shipping fees and applicable taxes are calculated based on your delivery location and appear during checkout. All charges are clearly itemized to ensure complete transparency—there are no hidden fees.
Are import duties and taxes included in international orders?
International customers are responsible for any import duties, taxes, or customs fees, which typically range from 5–20% of the order value depending on your country's regulations. Since these fees vary by location, we recommend consulting your local customs authority for accurate estimates. We do not charge any hidden fees.
Will sales tax be applied to my order?
Sales tax is automatically calculated and applied according to state and country regulations (for example, applicable US state taxes). The exact amount will be displayed during the checkout process.
What should I do if my payment is declined?
Please verify that your card details, expiration date, and billing address match your bank's records. If the information is correct, contact your financial institution. For technical assistance, provide your operating system, browser version, and any error messages to our support team—we do not store payment information on our servers.
Discounts & Ordering
How do I place an order?
Simply select your desired item, choose the appropriate variant (color/size), add to cart, apply any discount codes at checkout, enter your shipping and payment details, and complete your purchase. You'll receive an instant order confirmation email.
What types of discounts do you offer?
We regularly offer site-wide promotions, bundle deals, and discount codes providing 10–20% savings. Subscribe to our newsletter and follow us on social media for exclusive offers. Please note that only one discount code can be applied per order.
My discount code isn't working—what should I do?
Ensure the code is copied exactly as provided, verify it hasn't expired, and confirm it's not being combined with other promotions. If you continue to experience issues, contact our support team—we'll verify eligibility and apply the discount manually if appropriate.
How do I apply a discount code?
Enter your discount code in the designated field during checkout and click "Apply." Your order total will update immediately. Please note that only one code can be used per order, and discount codes typically exclude already discounted items.
Can I modify my order after placement?
Yes, modifications are possible if your order hasn't been shipped. Contact us within 24 hours via email for address changes or product substitutions before processing begins.
How do I cancel my order?
Cancellations are possible if your order hasn't entered the processing stage (typically within 24 hours of placement). Email us immediately—there are no cancellation fees for orders canceled during this period.
What if I entered an incorrect shipping address?
Review your order confirmation email carefully. Address corrections can be made within 24 hours before shipment. After shipping, contact the carrier directly—we'll assist where possible, but address changes post-shipment are not always feasible.
Will I receive an order confirmation?
Yes, you'll receive an immediate confirmation email at the address provided during checkout. To ensure delivery, add contact@jistones.com to your contacts. If you don't receive the email, please check your spam folder or contact us.
How can I customize or engrave products?
Select the customization option during product selection and enter your desired text at checkout. Customization adds 3–7 business days to processing time. The engraving fee is non-refundable as each piece is handcrafted with meticulous care.
Returns & Exchanges
What is your return policy?
We offer a 30-day return window for unworn spiritual jewelry items in their original packaging. Eligible returns receive a full product refund (shipping costs are non-refundable). Custom-made healing crystal and final sale items are excluded from returns.
How do I initiate a return?
Email your order number and product photos to contact@jistones.com. We'll provide return instructions and shipping labels. Customers are responsible for return shipping costs, except in cases of manufacturing defects where we cover all expenses.
The item I received differs from the product images—what are my options?
Please send photos along with your order number. If there's a significant discrepancy, we offer free exchange or full refund. Please note that natural stone variations are inherent to our handcrafted pieces—each item is uniquely beautiful.
What if my item arrives damaged or defective?
Send photos and your order number immediately. We provide free repair or replacement for defective items within 30 days of delivery, including shipping costs covered by us.
My tracking shows the package was returned to sender—what should I do?
Contact the shipping carrier immediately to resolve delivery issues. Provide us with the details—we'll reship your order once it's returned to us (customers are responsible for new shipping costs if the return was due to an address error).
What if I'm not satisfied with my purchase?
Follow our standard return procedure outlined above. Eligible items receive a hassle-free refund—your complete satisfaction is our priority.
Product Care & Materials
Can I restring my bracelet if it breaks?
Yes, you can restring it using matching elastic cord with a surgeon's knot and appropriate adhesive. Alternatively, we offer complimentary restringing services—simply send the bracelet to us (customers are responsible for shipping costs).
How should I care for my jewelry?
Remove jewelry before exposure to water, sweat, or chemicals. Store in the provided pouch when not in use. Avoid contact with lotions and perfumes. Natural darkening over time is normal—we encourage embracing the beautiful patina that develops.
What's the proper way to clean my bracelet?
Use warm water with a soft cloth (avoid soap). For wooden elements: apply organic oil monthly. Metal components: polish gently. Do not use ultrasonic cleaners as they may damage natural materials.
What materials are used in JiStones products?
We use 100% natural stones, healing crystals, and authentic woods sourced ethically from Tibetan and Nepalese artisans. Our commitment to sustainable practices ensures each piece of our handmade jewelry is hand-blessed to imbue positive energy and spiritual significance.
Do you offer wholesale pricing?
Yes, we provide wholesale options for orders of 50+ units. Please email contact@jistones.com for detailed pricing information and minimum order quantities.
How should I use the red string bracelet?
Wear on your left wrist for protection and love energy. While tying the traditional seven knots, set your personal intentions. Replace the string when it becomes frayed or worn.
Can I wear multiple bracelets together?
Absolutely—stacking bracelets can amplify their energetic properties. We recommend mixing different metals and stones to create balanced energy combinations.
Which wrist should I wear my bracelet on?
The left wrist (receptive side) is traditionally used for attracting energies like wealth and love. The right wrist (projective side) is for protection. Ultimately, follow your intuition for what feels most appropriate for you.
Still have questions?
Contact us — we're dedicated to your satisfaction.
With clarity and intention,
The JiStones Team