Shipping Policy

Last Updated: January 2025
Welcome to GEMx! We want your experience to be stress-free from checkout to delivery. Please review our shipping details below.

🌎 Global Shipping

We proudly ship worldwide* with reliable carriers (DHL Express, UPS, FedEx).
Some restrictions apply – certain remote or high-risk areas are not eligible for delivery. If your destination is not available, we will notify you after your order.

Currently, we ship to:
USA, Canada, United Kingdom, Australia, Belgium, Germany, Spain, Greece, Italy, Kuwait, Netherlands, New Zealand, Oman, Portugal, Russia, Singapore, Saudi Arabia, and more.

❌ We do NOT ship to:

• Rural or remote territories such as Puerto Rico, Jamaica
• African countries (except specific cases approved by our team)

✅ Free Shipping Policy

Enjoy FREE shipping on orders over $50 USD to all eligible countries.
Shipping fees for other orders are calculated at checkout. All shipping prices include duty and tariffs – no hidden costs.

⏱ Order Processing & Shipping Timelines

We process and ship orders during business days only (Mon–Fri).

📌 Tracking: You’ll receive a tracking number by email once your order ships.
📌 Delays: Customs clearance can cause delays beyond our control. We’ll do everything possible to accelerate your delivery, but customs timelines vary by country.

🔒 Address & Delivery

• Please verify shipping/billing addresses at checkout. Errors may delay delivery.
• Local deliveries in eligible countries may be expedited where possible.

✂️ Custom Product Policy

All personalized items are:
✓ Made-to-order after your digital approval
✗ Non-returnable / Non-refundable (except for manufacturing defects)

Why? Each piece is uniquely crafted for your pet and cannot be resold.

Return & Refund Policy

Last Updated: August 2025

a) Eligibility & Process

• Returns Accepted: Yes, if item arrives damaged, incorrect, or misprinted.
• Reporting: Contact us within 30 days of delivery. Send 2–3 clear photos of the issue and a description.
• After email approval from our team, return to our warehouse using the address we provide via email.
• Once we receive the item and confirm the issue, we will issue your refund within 3 business days.

b) Customer Responsibilities

• Return shipping cost is handled by the customer.
• Use only the return address we provide during claims—do not ship to any address shown on the product or packaging.

c) Important Notes

• Return Fee: No handling or restocking fee if the item is defective or incorrect.
• Custom Items: Personalized products are covered only for production or shipping defects. No returns/exchanges for change of mind.
• Post-60-Day Support: For older orders, contact us to discuss potential solutions like store credit or repairs.

Satisfaction Guarantee

Our 30-Day Protection Promise ensures peace of mind:

• Contact us within 30 days if your item is damaged, incorrect, or misprinted—photo documentation required for replacement.
• Claims including images will receive response and solution options within 48 business hours.
• Upon approval, we ship your replacement promptly; you’ll receive tracking information via email.

 Order Changes & Cancellation

• You may cancel or modify orders within 5 business hours of purchase.
• After that window, changes depend on the order’s production status. Custom work begins quickly, so timely changes are important.

Address Accuracy Notice

Ensure your shipping and billing addresses are accurate at checkout. Incorrect information may delay delivery. We are not responsible for lost or delayed packages due to incorrect information.

Need Help?

• Email us at [info@gemxtech.com]
• Submit a claim: [Online Claim Form]
• Expect our reply within 48 business hours.