My tracking shows "Delivered," but I haven't received my order.

If you see “Delivered” as your tracking status, the package isn’t with you, start here. Poll your family members or people you’re close to in your neighborhood. Think about your delivery location (porch, mailbox, etc. The only way to know for sure is to contact the actual shipping carrier. If after attempting to track down your package you’re still not having any luck, get in touch and we’ll work with you to locate it.

International Shipping

As an online retailer of loose gemstones, we would like to inform our international customers that they may be required to pay customs and import duties on their orders, depending on their country's regulations. These fees are the responsibility of the customer and are not included in the purchase price or shipping cost of their order.

To give you an idea of what to expect, we have compiled a list of the total duties for loose gemstones in some major countries:

United Kingdom: Customers in the UK may be charged a VAT of 20% on the total value of their order, as well as an additional customs duty of 2.5% on gemstones with a value over £135.
Canada: Gemstones imported into Canada are subject to a 13% GST (Goods and Services Tax) or HST (Harmonized Sales Tax), depending on the province or territory of delivery.
Australia: The Australian government imposes a 10% Goods and Services Tax (GST) on imported gemstones.
Dubai: Customers in Dubai may be subject to a 5% customs duty on the total value of their order, as well as a 5% Value Added Tax (VAT).
Indonesia: Gemstones imported into Indonesia are subject to a 10% Value Added Tax (VAT).
Japan: Customers in Japan may be subject to an 8% consumption tax on the total value of their order, as well as additional customs duties depending on the specific nature of the gemstones being imported.
New Zealand: Gemstones imported into New Zealand are subject to a 15% GST on the total value of the order.
Mexico : There may be additional fees and taxes that you need to be aware of. In general, customers in Mexico are subject to a 16% Value Added Tax (VAT) on the total value of their order, including shipping fees.

Please note that these rates are subject to change and may vary based on the specific nature of your order and the regulations in your country. We encourage our international customers to research their country's customs and import regulations before placing an order to ensure they are aware of any potential fees.

FAQ's

You can track your order by entering your order number and email address in the fields above. Once submitted, you'll see the latest status and tracking information.

Your order number is found in the order confirmation email we sent immediately after you placed your order. It usually begins with “ # ”.

Confirm a few things: Double-check that you’ve typed your order number and email address just as they are displayed in your confirmation email. Should the problem continue, please email our friendly customer service at support@stienhardt.com.

If you see “Delivered” as your tracking status, the package isn’t with you, start here.

Poll your family members or people you’re close to in your neighborhood.
Think about your delivery location (porch, mailbox, etc.
The only way to know for sure is to contact the actual shipping carrier.

If after attempting to track down your package you’re still not having any luck, get in touch and we’ll work with you to locate it.

Most orders are processed within 1–3 business days. Custom or made-to-order pieces may take longer. Estimated delivery times are provided at checkout and in your confirmation email.

If your order has not yet shipped, you can still modify or void the transaction. If your plans change, please reach out to Customer Care at 917-909-6402 if you would like assistance rebooking your travel.

As long as your order hasn’t shipped yet, we’re often able to make your adjustments. If you have further questions, please contact us as soon as possible at support@stienhardt.com.

If your order is running late after the estimated delivery date or appears to be lost, please contact our Customer Care team. It doesn’t matter what the issue is, we’re going to make sure it’s addressed immediately.

Heck to the yah! We aim to make all our customers completely satisfied. We have a 15-day hassle-free return policy. To find out more information, or to initiate a return, visit our Returns page or contact Customer Care.

If you notice an error in your shipping address after placing your order, you need to contact us immediately. You might be surprised to hear, as long as it hasn’t shipped, we can usually correct an address even on an order!