Frequently Asked Questions
Q: I accidentally entered the wrong address for my order. What do I do?
A: Please contact us as soon as possible (either by phone or through this website's messaging option) with your name and the corrected shipping address. If the order has not shipped yet, we can change the address.
If the order has already shipped, Malachyte Stone Creations is not responsible for missing orders sent to incorrect or undeliverable addresses provided by the buyer, and no refunds will be issued.
If the order is returned to us in good condition, you may purchase additional shipping and have your order reshipped.
Q: How much is shipping?
A: Shipping is currently a flat rate of $12.99 on most orders under $100.00(pre tax) Canada and US only. Free shipping on most orders over $100.00 (Canada and US only). Tracking and package insurance is provided on all orders.
Some of our larger items do not qualify for our flat rate or free shipping. The shipping on these items is calculated by by weight and destination. It will be clearly marked in the items description that it does not qualify for flat rate or free shipping.
Global Shipping: For Global shipping please contact us (either by phone or through this website's messaging option). Shipping will be calculated by weight and destination. Cost of shipping will be sent to you for your approval. If approved you will be provided and invoice with a payment link.
Q: When will my package ship?
A: Your package will be shipped within 3 to 5 business day, if not sooner.
Q: How long does shipping take?
A: Shipping times may vary and we cannot guarantee a timeframe as this depends on the courier company, and your location. Most packages once shipped should arrive within 7 to 14 days (if not sooner). You will be notified via email once your package has been shipped and tracking will be provided.
Q: Do you offer priority/rush shipping?
A: We do not offer rush shipping at this time.
Q: My tracking number says my package was delivered but it wasn't. What do I do?
A: Please start by re-checking your tracking number. If the package has been marked as delivered, contact your post office ASAP to see if they have information on your package. Check with roommates, neighbors, and/or apartment management to see if your package was mixed up or picked up by someone else. If you are still unable to locate your package open a claim with the post office or contact us.
Q: Do you offer cancellations, returns, or exchanges?
A: All sales are final and we do not offer cancellations, returns, or exchanges. Unless the product has arrived damaged. Please read each listing carefully before purchasing. If there is a problem with your order, please contact us as soon as possible with your concern so we can assist you. If your product has arrived damaged you have 72 hours upon receipt to contact Malachyte Stone Creations for a replacement. Pictures of damaged goods will be required and will need to be returned.
Q: Do you do custom orders?
A: Custom orders are dependent on our current order volume. Feel free to message us about custom orders but we cannot guarantee anything.
Q: Is your jewelry handmade?
A: All of our jewelry is handmade by myself.
Q: Where do you source your items?
A: Our items are purchased from wholesalers and small businesses that are either local or located in Ontario. We have carefully selected who we purchase from to ensure that we receive quality products. The companies that we use only purchase ethically sourced items.
Q: Where are you located and do you offer pick up?
A: We are located in Kitchener, Ontario, Canada. Pick up is available by appointment only.
Q: Do you have a store front. So I can shop in person?
A: We currently are a home based business, selling our products through our online store or Vendors Market's. In person shopping is by appointment only. Please contact us to make an appointment (either by phone or through this website's messaging option).
Thank you for shopping at Malachyte Stone Creations and supporting our small business. If you have any questions or concerns please contact us (either by phone or through this website's messaging option).