FAQs

Are customs and import taxes included in the price I pay at check out?

Customs and shipping policies may vary in different countries. You may be required to pay custom fees duties and/or taxes. We can not be held responsible for any taxes and/or duties as well as shipping delays due to the customs process.

Where the jewelry shipped from?

Our jewelry is shipped from our warehouses in Asia, United States or Australia. We select our manufacturer very carefully so that we can offer quality products at very competitive pricing. When you order more than one item, your purchases may not arrive at the same time or in the same package.  

Why is the price on my bill and on the Prima Petal website different?

Our products are priced in Canadian currency at the checkout, based on the exchange rate on the day of the purchase, so your price may be varied and be different depending on your country and currency rate.

Why the product I received doesn’t look exactly the same as the picture I saw on the Prima Petal website?

The natural stones used in the jewelry are carefully handcrafted. Honestly, it is common to have minor flaws. Generally speaking, it is a fact that perfect natural stones are very rare or nonexistent. Minor flaws may include the stones having tiny cracks or fractures and or tiny pitting marks. We try to do our best to choose the best products for our customers. The differences in the color of stones may be a result of reflections and lighting distortions caused by a computer monitor. Many computer monitors are not perfect and may not be accurate, and the monitor does not have the perfection of accuracy as the naked eye.

How long will it take to receive my order?

We deliver to numerous customers daily, trying to ensure that we provide the highest quality of service to you at all times. We offer our customers free shipping with a tracking number as well.

The time frame for order deliveries is divided into two parts;

  • Processing time: Order verification, quality check, and packaging. Order processing time that usually takes 1 - 5 business days before shipment.
  • Shipping time: This reflects on the time it takes for your items to be shipped from our warehouse to your destination. Some of our jewelry will be shipped from our warehouse in Asia by ePacket, and it usually takes between 11 – 28 days to arrive at your destination. Some of our jewelry will be shipped out from our warehouse in US and Australia by USPS or Standard Shipping with tracking, and it usually takes between 5 – 9 business days to deliver to the US, and 10 – 18 business days to deliver to non-US addresses. There may be extenuating circumstances that the mailing process that may take a bit longer due to customs clearance, holidays, strikes or weather severity.  

If you don’t receive your order after 35 days, please contact us at info@primapetal.com

I entered my tracking number for my order on the tracking order page, but It doesn't show my number. What should I do?

Please note that the Tracking Number may take a few days to update the postal system. Do not be overly concerned if no information on your order is displayed. Being that it is shipped from China, it may only show that the order has been received and has been processed, meaning it is already in transit. You will be able to track it once it arrives and is being processed in your country.

Can I Cancel/Change my Address/Order? 

Please e-mail us at info@primapetal.com or contact us as soon as possible if you wish to change or cancel your order. But once the item has been processed and marked as shipped, we are not able to make any changes or cancellations to your order. Please make sure you give us the right address. Unfortunately, we are not responsible for the lost items due to an incorrect or incomplete address.