Shipping policy

SHIPPING POLICY

Last updated March 01, 2024

  • All orders will be charged on the same day they are placed and will move to processing within 2 business days of the order being placed.
  • You will get a tracking number once the label is printed. It might not update tracking as processing and transit times are different.
  • We strive to fulfill orders as quickly as possible; most of the time this is the same day or the next business day. During our peak seasons, please allow 3-5 business days for processing. 
  • Your tracking number will be updated within 5 business days (excluding weekends and holidays). 
  • Due to high volume, any address changes, order cancellations, and/or order changes will not be guaranteed and/or granted after an order is placed. Please call us as soon as possible at 1-833-977-4367 if you made an error on your order. Once the order is shipped there is nothing we can do. We make it a priority to ship as soon as possible. If you email us, it may be too late to change the order.
  • It is the sole responsibility of the buyer to make certain that he/she enters the address correctly. Please double-check the address you enter and make sure it is valid for USPS / UPS shipments. 
  • We will NOT be held responsible for orders shipped to the wrong address because of the customer’s mistake or misspelling of the shipping address.
  • If an order is returned due to incorrect address, shipping will have to be charged again to the customer for us to resend the package.
  • Our packages cannot be forwarded to a different address in the case of an incorrect address. The shipping address entered must be the final location of the shipment.
  • We will work with you in the event of a lost or stolen package, including placing a search request with the applicable shipping site. However, Legacy Gems, LLC will NOT be held responsible for lost or stolen packages.
  • What if my package was marked delivered but never received?
    • USPS delivery vehicles use GPS that can automatically update a package as “delivered” prematurely. Please wait another business day or two, as the package could have been marked as delivered by mistake, and will arrive the following day, or day after.
    • Next, contact your local USPS post office. Make sure you contact your LOCAL post office, and not the USPS hotline. Your local post office will be able to provide quicker and better service. Ask who delivered the package and ask for the details of that day’s delivery. USPS is used to these questions and will generally provide helpful information.
    • If the package still does not show up, please contact us for further assistance. We cannot reimburse OR re-ship orders that were delivered incorrectly due to shipping address errors.
  • We have the right to cancel orders at any time due to any reason.
  • We may use information provided to contact the customer / buyer if there is a problem with an order.
  • It is the responsibility of the customer to notify us at customercare@legacygems.net within 48 hours of delivery for defective or damaged products so we can immediately correct the issue.