Frequently Asked Questions

We strongly suggest that you read the Frequently Asked Questions. The questions are based on the real questions our customers ask every day. Most of your questions will be answered here.

Products.

How can you offer such cheap prices?

The answer to that is simple. We are buying at the source, top-quality rough straight from the miner's hands. With state-of-the-art cutting and polishing, we believe that we deliver the best value for your money.

Does gemcal.com offer a printed gemstones catalog?

We do not offer a printed catalog because our stock changes every day, and all our gems are one-of-a-kind. We are constantly adding new items to our online store, and that makes it difficult to keep an up-to-date printed catalog.

Will there be any new items added to the web site? Or is this it?

We are adding new items on a daily basis. If you visited our site and did not find what you are looking for, contact our customer support team. We will do our best to supply you with your needs from our stock.

How accurate are your gemstone descriptions?

We do our best to accurately describe our gems. We can offer, on request, certificates from the local offices of the AIGS (Asian Institute of Gemological Sciences) or GRS (GemResearch Swisslab) in Bangkok .

How accurate are your pictures of gemstones?

We use state-of-the-art digital equipment to photograph our gemstones. Once the photo is taken, the image only goes through a compression process, without enhancements. No computer graphic programs are in use to modify or enhance the pictures in any way. We do our best to accurately depict the colors of the products on this site. However, because the color you see is dependent on your computer monitor, we cannot guarantee that the color you see will be identical to any other screen. The products also may appear larger or smaller than their actual size depending on your monitor.

Treatments.

If you have any treated stones, are they marked as such?

All our gemstones are natural. We do not sell synthetics or imitation stones. All of the gemstones offered on this website follow the American Gem Trade Association guidelines regarding gemstone enhancements . Failure to identify enhancement of natural gemstones, when present, is an unethical trade practice! The only colored gemstone enhancement processes that are considered acceptable are those that add nothing artificial to the gem or that imitate a natural process and is permanent.

Ordering.

From where does Gemcal accept orders?

We accept orders from customers all over the world. We reserve the right to refuse orders that we believe are fraudulent.

I got disconnected before completing my order, what can I do to continue my shopping session?

As Internet weather affects your connection to our system, we are keeping track of your shopping session in your browser cookies. If you are disconnected, simply visit the cart page again and the details of your order will be restored.

How will I know if my order is confirmed?

If you provided a valid e-mail address during the registration process, you will receive an e-mail shortly after you complete your online order.

Can I cancel my order?

Yes, you can cancel your order any time before your order is shipped, which is typically within 2 business days after your payment is verified. Note the order ID number, the Billing Name, Billing Address, and the reason for canceling your order. For your safety, please do not send any credit card information using email.

If I decide to cancel my order, can I simply refuse to accept the order when it is delivered?

After you place an order and once your payment has been verified, you are committed to the purchase. You may return the items if you are not satisfied, however, if you refuse to accept the order shipment when it is delivered to you, we are not able to process the refund.

Payment.

We recommend using PayPal. It is the easiest, safest and fastest way of transferring money. It offers numerous ways of payment, all in a friendly user fashion. Check it out at www.paypal.com

Which credit cards do you accept?

PayPal is offering an option of paying with you credit card. Please check the details at www.paypal.com.

Do you accept personal checks?

Sorry. We cannot accept personal checks. However, we do accept bank drafts and telegraphic (wire) transfers.

To pay by telegraphic transfer (TT): Once you have decided to order order, please e-mail us with a TT request and we will send you detailed instructions on how to proceed.

Shipping.

What shipping options can I choose from when I place my order?

For online orders paid by PayPal, we offer free FedEx shipping with. This is because Internet commerce regulations require proof of delivery.

If you choose to pay by telegraphic transfer, other shipping options may be available.

Do you offer insurance for the goods?

For your security, we offer third party, full invoice value insurance for all shipments by FedEx, at no extra charge.

Do I need to pay sales tax?

No. No taxes are levied in Thailand; however, be aware that local taxes may apply to your order, when received by the customs department in your country. We do not control nor can we be responsible for customs charges or any local taxes applied to your order.

When will my order be shipped?

Your order will be shipped within 48 hours of payment verification. If you pay by telegraphic transfer, please allow 1 to 3 days for payment verification. All payments received on Friday, Saturday, Sunday, or public holidays will be processed on the next business day.

How are the orders packaged?

We take order packing and shipment very seriously. All items will be carefully packed in foam, bubble wrap, or jewelry boxes before being packaged in high-quality, cardboard boxes.

How can I track my order once it is shipped?

Once you order is shipped, you will receive notification by e-mail from us, with the shipment tracking number. You can track the status of your shipment at any time through FedEx website.

I would like to have parts of my order shipped to more than one address. How should I go about this?

If you would like to have parts of your order shipped to more than one address, simply place an order for each address. Please note that in some cases, sending your order to a different address than the billing address may result in a longer verification of your PayPal payment.

Returning Policy.

What is your policy on returns?

Gemcal is committed to your satisfaction. Every single item is thoroughly inspected to ensure that it meets our high standard of quality before it is packed for shipment. However, if you are not satisfied with the items received, we will gladly refund the items purchased.

You can return the purchased items within 10 days. Countdown starts on the day you received & signed for the parcel with FedEx. If you wish to return a product, simply send e-mail to our customer service at info@gemcal.com and we will guide you through the return procedure.

Only items that are in their original undamaged, unaltered, condition will be accepted for a refund. A refund will not be given for a product that has been damaged or worn in anyway. Items on promotion or sale are not returnable!

Refunds will be processed within one week after the items are received and examined.

Please use a traceable and secure shipping service for your returns.

Refunds will be given according to the original purchase price indicated on your invoice.

Please note that a restocking fee of 10 USD per shipment will apply.

Refunds on returned goods will be made to the original PayPal account only.

Once you place an order and your payment has been verified, you are committed to the transaction. If you are ever unsatisfied with any of our goods, for whatever reason, you can return and get a refund. However, if you refuse to accept the order shipment when it is delivered to you, we will not able to process a refund.

Security and privacy.

What do you mean by secured purchase?

The information gathered by us is only for the purposes of processing your order, personalizing your shopping experience, informing you of deliveries, delivering the merchandise to the proper destination, and generating statistics for our own use. We take every precaution to protect our users' information. When users submit sensitive information via the web site, the information is protected both online and offline.

Does your website use cookies?

"Cookies" are small pieces of information that are stored by your web browser onto your computer's hard drive. There are two types of cookies, "stored" and "per-session". Stored cookies are saved onto your hard drive permanently, whereas per-session cookies are not. If our web site is left idle for over 30 minutes or if your web browser is closed, the per-session cookie will be deleted as well. We use cookies to keep track of your current shopping session. Gemcal does not use cookies to store or retrieve your personal information. By default, most web browsers have both types of cookies enabled, but these settings can be altered. To place an order on our website, per-session cookies have to be enabled, but stored cookies do not.

Do you track my visits to your website?

Like many other Internet web sites, the usage of our web site is automatically tracked. We profile web site usage by tracking the pages viewed, the previous and following sites visited, the type of web browser used, and the computer's address. This information is used to analyze trends, track use, gather demographics and optimize site administration.

What is your commitment to my privacy?

We use the information you provide about yourself when placing an order only to complete that order. We do not share this information with outside parties except to the extent necessary to complete that order. We use the information you provide about someone else when placing an order, only to ship the product and to confirm delivery. We do not share this information with outside parties except to the extent necessary to complete that order. We use return e-mail addresses to answer the e-mail we receive. Such addresses are not used for any other purpose and are not shared with outside parties. Finally, we never use or share the personally identifiable information provided to us online in ways unrelated to the ones described above, without also providing you an opportunity to opt-out or otherwise prohibit such unrelated uses. For more information, please refer to our Complete Privacy Statement page.

We would like to assist you with further information if needed, to hear your comments, complaints, or compliments. Please do not hesitate to Contact us.

Thank you,

The Gemcal team.