Heart of Stone Studio Business Policies
Our Sales Policy
Preferred Professional Customer Policy
We believe in personal honor and integrity in our dealings with all our customers. Our photos and descriptions are as accurate as we can make them; if you need more information, don't hesitate to contact us and we'll do our best to answer your questions.
Gemstones are minerals, a natural product that contain the markings and imperfections of genuine stones. Healed fractures and fissures are part of a stone's development; any gems containing these are guaranteed against breakage unless the stone is roughly handled or dropped on a hard surface. Any dyes, coatings, or other treatments are included, as far as we know about them, in the description of the stone. This said, it's possible that we might have missed a flaw in a stone and if you find one that is not acceptable to you, you are welcome to return it for a refund or store credit.
Color is an elusive quality in a gemstone: Oftentimes, stones look different under different types of light such as daylight, vs. Halogen, vs. Incandescent bulbs. The drusies on this site were photographed under halogen light so as to bring out their sparkle. Halogen light is also a light found in many jewelry stores. The cabochons were photographed professionally; they were well-lit and we have edited the photos to portray their colors as realistically as possible. Also, computer monitors have a huge variation on how they project color. Therefore, while we make every effort to be as accurate as possible in portraying the exact color of a gemstone, it might not match your expectations. In that case, you can return the stone for a refund or store credit.
Our goal is to help professional jewelry designers, students, hobbyists, collectors, and people who select stones for custom pieces--all find the stones that are perfect for them. We will make every effort to help you in this important quest.
The Heart of Stone Studio website checkout process is very secure, both for U.S. and international customers. A secure SSL connection protects your privacy as you pay. (Always check for the little yellow lock icon at the bottom of your computer screen, or an "https" in your URL--the s means secure--before you enter in any personal information. That lock icon insures that your information is being encrypted and kept safe from prying eyes.)
You can pay for your purchase instantly online with any major credit card.
During checkout, you might see the PayPal logo. This is because PayPal's secure site is used to process all Heart of Stone Studio payments. We have dealt with PayPal for more than a decade and we find them a safe and reliable company. We also recommend them for international purchases. Most of the Heart of Stone Studio financial-related messages that you will receive will come from paypal.com, so please make sure that e-mail address is not blocked as spam on your computer.
However, it's important to know that you don't need to have a PayPal account to purchase our products.
If you are a member of PayPal, you can use your PayPal account to pay for your order.
You can also use PayPal to issue us an e-check. (Select e-check payment as an option after you've logged into your PayPal account.) The first time you pay with a PayPal e-check, there will be a delay of several days until your e-check clears. The next time you place an order and send an e-check, we'll ship immediately because you're an established customer.
You also have the option of paying with a personal or business check, or with a money order. Please don't risk sending cash.
As with other off-line forms of payment, you must place your order through the website first, and select the "Pay by Check or Money Order" option during checkout.
When preparing your check or money order for mailing, make it payable to Heart of Stone Studio and send it to:
Heart of Stone Studio
PO Box 4480
Cottonwood, AZ 86326-7014.
Payment from checks or money orders is due within one week of the receipt of your order; after that, the items will be restored to the website for sale. Your order will not be shipped until your check has cleared.
Credit Card payments can also be made by phone. You must go through checkout and place your order online first.
Just add your phone number to the checkout form, and note in the comment section that you want to make a phone payment.
As soon as we see this, we will call you. Phone payments can only be accepted after your order is placed on the Heart of Stone Studio website.
After processing your phone payment, we destroy your credit card information and don't keep any physical record of it. To keep your identity information safe, never send your credit card information to anyone by e-mail--it's not secure.
Arizona residents, a 6.35% sales tax will automatically be added to your purchase price.
We have tried to keep our shipping costs as low as possible, which is why we use the U.S. Postal Service. However, there is a special consideration involved in shipping one-of-a-kind gemstones: If your shipment is lost, we won't be able to replace those exact items.
Therefore, our shipping policy is that all orders of $150 or more must be shipped via Priority Mail to enable them to be tracked. Orders totaling more than $200 must be insured. Please select those options--at minimum--during checkout to avoid additional shipping charges. If you insist on sending a valuable order first class mail, uninsured, and it is lost or stolen, we can provide proof of shipping but beyond that, Heart of Stone Studio will not accept responsibility for refund or replacement of the missing items.
When your order is $150 or less, you have the option of shipping via first class or Priority Mail. You can see and select your options on the shopping cart page.
International customers: Please select an international shipping option. If you select U.S. Shipping on international orders, we will contact you and you will be billed for the additional cost of shipping to your country.
International orders of more than $200 should be shipped either Priority Mail International, insured, or Express Mail International, insured. The cost of these selections is based on actual shipping cost, plus a modest amount for the additional time involved in filling out customs forms and providing special packaging. If you have questions about shipping, please feel free to e-mail us. We love my international customers and want to help you get the best price and service.
Some of the items on this website are expensive, and if you are considering purchasing any of them, don't worry--your satisfaction is guaranteed. If the item is not what you expected, or is just not right for you, you can return it. But the structure of our new website requires that you act promptly.
Here is what you need to do:
1. NOTIFY us by e-mail within 5 days of receiving your order. Prompt notification is important because it will enable us to keep those stones from being completely deleted from our records. Send your e-mail to: firstname.lastname@example.org with the subject line: Return
2. DECIDE if you want your money back or if you want store credit. If you want store credit (i.e., to exchange the returned stones for others on the site), we can issue you a credit code that has no expiration date. You can use this code at checkout to apply your credit to any new purchases on the Heart of Stone Studio website. You can use all or part of it at any time, and we will keep track of your available balance.
If you want a full refund, that's fine. Just let us know immediately and be sure to ship the stone(s) back within ten days of receiving your order. When we receive the stones back in good condition, you will receive a full refund of the value of the stone(s) you return. The refund will go, via PayPal, directly back to your original payment source. IMPORTANT NOTE: Multiple-Stone Returns are subject to new conditions, see below.
3. PACK AND SHIP back to us within ten days of receiving your order. Just re-wrap the item(s) the same way and ship the package back to us safely, and if the contents arrive in the same condition in which we sent them to you, we'll issue your refund or store credit.
4. DAMAGED GOODS: If an item was damaged when it got to you, be sure to save the packaging it came in and photograph everything, if possible. That way, we have a chance to get compensated by the carrier. Let us know what happened and we'll work out a return shipping arrangement.
Because of the new structure and operation of the new Heart of Stone Studio website, returns proposed outside these directives cannot be accepted.
Posting a gemstone to the Heart of Stone Studio website is a multi-step process that is very costly in terms of time and effort. Re-posting it is also time-consuming--much more than just returning it to a tray in a jewelry store.
In order to keep this website cost-effective we are instituting a two-stone limit on returns for refund and a five-stone limit on returns for store credit.
This means that you can return all or any part of your order without question, but if you return more than two stones per order and ask for a refund, we will rank the stones according to value and you will be charged a 15% re-stocking fee on all but two least expensive stones. The balance will be paid to you as a refund back to your original payment source.
If you ask instead for store credit, you can return up to five stones for free.
Multiple-stone returns of any size are subject to the directives in our Return Policy, above.
Thank you for your understanding and cooperation. We want you to be happy with your purchase and will make every effort to make sure you get the stones you really love.
If you are a jewelry professional with an established business, you can set up a "Professional Preferred Customer" account. You must have a business license from your state and a Tax ID Number.
Jewelers, designers, and professional craftspeople are welcome as long as they incorporate our gemstones into works of art of their own design that they then re-sell to the public. Casual hobbyists, students and collectors are always welcome at our site, but are not eligible for the preferred professional customer discount. Nor are gemstone retailers and other dealers who are purchasing stones for resale as is. This is part of our original 2004 policy and has not changed since that time.
The Preferred Professional Customer Policy rewards you for buying in quantity. Since the institution of our Rewards Points program in Spring of 2014, we are changing our benefits to our Preferred Professional Customers from a rebate to Rewards Points.
Regular customers earn 1 Rewards Point for each $10 that they spend, equivalent to a 10% discount.
Preferred Professional Customers will earn Rewards Points equivalent to 15% (or 1.5 points for every $10 spent) for orders of $500 to $999.
For orders of $1,000 and above, Preferred Professional Customers will earn double points for all stones, as long as they are not returned for refund.
These extra points will be assigned to the Preferred Customer after they have received their order and accepted all the stones.