Shop Policies and FAQ

Custom Orders and Alterations

We are not open to custom orders at this time.

If you would like to have a piece of jewelry adjusted to fit you just right. It is recommended that you contact us at info@primordialgems.com before purchasing your piece. Requests for alterations are not guaranteed as some materials may not be readily available.

Cancellation and Refund Policy

Returns and Exchanges
All sales are eligible for refund or exchange if they are returned undamaged in the original box with proof of purchase. Return postage is the responsibility of the customer. Refunds and exchanges will not be issued until the original items have been received.  We recommend that you read the item description carefully before completing your purchase.

Cancellations
We are happy to accept cancellations if you contact us within 24 hours of your purchase. After this time, your order cannot be cancelled or refunded as it may have already shipped.

Damage and Other Issues
Please inspect your order upon receipt and contact us immediately at info@primordialgems.com if the item is defective, damaged or if you receive the wrong item, so we can evaluate the issue and make it right.

Shipping Policy

Order Processing Time
Please allow three to four business days for order processing. If there are unforeseen delays, you will receive a message from us.

Domestic Shipping
All orders shipped within Canada are shipped via Canada Post. If you would like a tracking number, please select an option that includes a tracking number during check out.

International Shipping
All orders shipped internationally are shipped via parcel mail with a tracking number. They are shipped with Canada Post and passed over to the mail services in your country. You will receive an email with the tracking information after your order has been dispatched.

Customs and Import Fees
Primordial Gems is not responsible for any customs or import charges that may apply. We are also not responsible for any delays through customs.

Packaging
We aim to wrap every package beautifully. Each piece of jewelry is packed in an individual box with an anti-tarnish strip. Every order comes with a free jewelry polishing cloth. For more information on how to care for your silver jewelry, please check out our Silver Care page.

Materials

Materials used in the pieces are always detailed in the item's description. Primordial Gems jewelry is handcrafted using primarily 925 sterling silver, fine silver and natural gemstones.