FAQ

&

Policies

What are your Cancellation & Return Policies?

  • CANCELLATION: If your order has not been shipped yet and you’ve decided to cancel, please contact me to let me know and I will refund you the full payment amount to the original method of payment. Once your order has shipped, your order is NO LONGER eligible for cancellation or refund.
  • RETURN POLICY: You have 48 hours after delivery to contact me if you choose to return your items. You, the customer, are responsible for shipping cost and dropping the package off at the post office. You will be sent a return shipping label via email. Once I receive your returned items, I will process your refund minus shipping costs.

How long does it take for my order to get processed?

Order processing usually takes about 2-3 BUSINESS DAYS (not calendar days) to process. Processing time may be longer during special events, such as a sale, and the holiday season. NOTE: If you want your order packaged on social media, processing may take up to 5 BUSINESS DAYS (not calendar days).
For an added cost, Rush Processing is available. With this add-on, I will process and package your order within ONE (1) CALENDAR DAY. Your order must be placed BEFORE 8pm in order to be processed on the next day. Rush Orders received AFTER 8pm, will be processed the next day (excluding holidays).
Rush Orders are guaranteed to be dropped off at the post office by the following business day (excluding Sundays & holidays). PLEASE NOTE: This is a rush for PROCESSING TIME, NOT SHIPPING TIME! I am not responsible for shipping times.

When is my package arriving?

Once your package is ready to be shipped, you will be sent an email with tracking information. Please use tracking information to get an estimated delivery date. I am not responsible for shipping timeframes nor I do not have access to any additional information than what the tracking infromation shows. If there's an issue with your delivery, you must contact USPS directly.
  • DOMESTIC SHIPPING: Shipping on average may take between two (2) days to one (1) week. Shipping time varies by location.
  • INTERNATIONAL SHIPPING: May take between one (1) week to over six (6) weeks from the date of shipping. Shipping time varies by country. International customers are responsible for any customs fees and/or tariffs depending on your country.
Shipping labels are printed using the EXACT information you enter at checkout. If USPS returns a package back to me because of an incorrect or incomplete address, you will be responsible for the cost to reship your package. If any changes need to be made, please contact me asap.

What happens if my package is lost or stolen?

PLEASE DOUBLE CHECK YOUR SHIPPING ADDRESS FOR ERRORS PRIOR TO PLACING YOUR ORDER! Shipping labels are printed using the EXACT address that you provided at the time of purchase. If your order ships to an incorrect or incomplete address, you will be responsible for shipping  cost to resend your package to the correct address. Shipping is non-refundable.
Once your order is dropped off at the post office, I am no longer responsible for any delays or delivery issues. Madam Z’s Crystal Shop is not responsible for lost or stolen packages. Lost or stolen items will not be refunded nor replaced.
Signature confirmation and Insurance can be added to your package for an additional cost. Click here if you would like to purchase this feature for an added layer of security to your package. This is a great option for those of you who have shared mail areas, porches where your packages can be easily seen from the street, or during the holidays when people tend to have sticky fingers.

I want my order packaged on TikTok or Instagram. How do I request this?

TikTok/IG packaging is available in the Add-On section. You can add this as a ‘Product’ to your cart. To add it to your cart, click here.
***If you want your order packaged on social media, processing may take up to 5 BUSINESS DAYS. Please keep this in mind when requesting a packaging video.

Are your crystals real?

My shop carries natural, altered (color enhanced/heat-treated), and man-made crystals. If an item is man-made or has been altered from its natural state, it will be disclosed on the listing. Otherwise, all of the crystals listed here are 100% real and natural.

Do you offer Curbside Pick-Up for local customers?

Curbside Pick-Up is available to those located in the DMV area. At checkout, be sure to choose the Pick-Up option, not shipping. Once you’ve placed your order, you’ll receive a confirmation email. This email will contain a link to schedule your Curbside Pick-Up. For your convenience, I have two locations, one in NW and the other in NE Washington, DC with varying times. If you cannot find a time/date that works for you, please contact me.