FAQ
Natural Stone Disclaimer: Because our crystals are created by nature, each piece is unique. Variations in color, pattern, inclusions, shape, and size are natural and should be expected. These characteristics make every crystal one of a kind.
1. How do we contact you?
EMAIL: Moonandstarsgems@gmail.com
2 Are your crystals real?
Yes! All stones shown are all natural from around the world, as well as ethically sourced to my best ability. If any products have any sort of treatment or enhancement it will be stated in the product description.
**Will my crystal look exactly like the photo?
Because crystals are natural creations of the Earth, no two pieces are exactly alike. The crystal you receive may vary slightly in color, pattern, size, shape, and natural inclusions from the one pictured.
We do our best to accurately photograph our products and represent their true colors. However, lighting, camera settings, and individual screen displays may cause colors to appear slightly different in person.
Each crystal is carefully selected to meet our quality standards, so you can be confident you'll receive a beautiful, unique piece you'll love.
3. What is our Shipping Policy?
*Processing Time
Orders are typically processed within 5–8 business days (Monday through Friday, excluding holidays).
While our standard processing time is 5–8 business days, most orders ship sooner whenever possible. We appreciate your patience as we carefully inspect, package, and prepare each order.
*Delivery Times
Shipping transit times are determined by the shipping carrier and are in addition to our processing time.
Please note that delivery delays caused by the shipping carrier, weather, holidays, or other unforeseen circumstances are outside of our control.
*Shipping Locations
At this time, we only ship within the United States.
We are not currently offering international shipping but hope to expand in the future.
*Packaging
Each crystal is carefully wrapped and packaged to help ensure it arrives safely. Because many of our products are natural stones, slight variations in color, pattern, shape, and size make every piece beautifully unique.
I am human and mistakes can happen; but please check all packaging before throwing it away, as smaller pieces sometimes get tucked into wrapping materials.
*Delivered Package:
Once a package is marked Delivered by the carrier, it is considered successfully delivered.
Please check mailboxes, parcel lockers, neighbors, and your local post office before contacting me, carriers often mark packages delivered early.
I am not responsible for damage caused by extreme temperatures during transit.
*Incorrect Shipping Information
Please double-check your shipping address before placing your order. We are unable to replace or refund orders shipped to an incorrect address provided at checkout.
If you notice an error, contact us as soon as possible. We'll do our best to update your information if your order has not already shipped.
I am not responsible for packages delivered to incorrect addresses.
Orders returned to me due to an incorrect or incomplete address can be reshipped once new shipping is purchased. Original shipping costs are non-refundable.
Shipping responsibility and Insurance: Please note: Once an order has been shipped and marked as delivered by the carrier, Moon and Stars Gems is not responsible for lost, delayed, misdelivered, or stolen packages.
4. What is minimum age to purchase from Moon and Stars Gems?
You must be 18+to order or communicate directly with us.
If under 18, a parent/guardian must order for you.
5. Do you accept payment plans?
No, Moon and Stars Gems does not personally run payment plans.
Payment plans are available through Shopify & PayPal.
****Right to refuse Service:
We reserve the right to refuse service for policy violations, fraud, or disrespectful behavior.
We enforce this fairly and without discrimination.