Shipping Policy

City of Gem ships internationally and serves both wholesale and retail buyers. We aim to dispatch products in a secure, traceable, and commercially reasonable way, subject to stock availability, payment clearance, customer confirmation, country restrictions, and courier conditions.

Available shipping methods may include EMS with insurance and FedEx with insurance, depending on the destination, product category, value, customer preference, and service availability at the time of shipment. Customers may also request DHL or other services, and we may consider those requests on a case-by-case basis. Shipping method selection remains subject to practicality, local regulations, route stability, courier acceptance, and cost.

Estimated delivery times are not guaranteed. As a general guideline, EMS shipments may take approximately 7 to 21 days, and FedEx shipments may take approximately 3 to 5 business days, but actual delivery time may vary depending on destination country, customs processing, weather, peak seasons, security checks, airline schedules, courier capacity, local disruptions, and other events beyond our control.

City of Gem does not guarantee that all products or services are available for shipment to every country at all times. Shipping availability depends on destination rules, courier acceptance, payment verification, legal restrictions, and business practicality. We reserve the right to decline shipment to certain countries, regions, addresses, freight forwarders, or high-risk destinations.

Risk of delay caused by customs, import inspection, tax assessment, destination regulations, aviation issues, or courier backlogs is outside our direct control. Customers are responsible for understanding and complying with the laws, import rules, customs procedures, taxes, duties, clearance requirements, permits, and local regulations of their own country. City of Gem is not responsible for customs duties, import taxes, brokerage charges, local handling charges, destination restrictions, or regulatory consequences in the customer’s country.

If a shipment is returned to us because of customer refusal, incorrect address, failed customs clearance, unpaid taxes, failed delivery attempts, or local regulatory issues not caused by City of Gem, any reshipment, storage, return courier cost, or related loss may be charged to the customer. Refund eligibility in such cases will be assessed under the Return and Refund Policy and may be reduced by non-recoverable costs.

Orders are usually prepared for shipment only after payment is cleared and final order details are confirmed. For some custom, high-value, or unusual orders, additional verification may be required before shipment.

Customers must inspect shipments promptly after delivery and notify City of Gem without unreasonable delay if there is visible shipment damage, missing contents, wrong item delivery, or other serious issue. Supporting photographs, packaging evidence, and courier label evidence may be required for any claim.

While we use insured and professional shipping methods where agreed, City of Gem cannot guarantee absolute immunity from delay, seizure, damage, or loss caused by third parties or events outside our control. Any shipping claim must follow the relevant courier’s timeline, insurance terms, and evidence requirements.

Yes, City of Gem ships internationally and serves both wholesale and retail customers, subject to payment clearance, courier availability, destination restrictions, and applicable regulations.

We may ship through EMS with insurance or FedEx with insurance, depending on the destination, order type, value, and customer preference. Other courier options may be discussed on request.

EMS shipments may generally take around 7 to 21 days, while FedEx shipments may generally take around 3 to 5 business days. Delivery time for DHL or other requested services may vary depending on destination and service conditions. These are estimated timeframes only and are not guaranteed.

No. Customers are responsible for understanding and paying any customs duties, import taxes, brokerage fees, or other local charges required by their own country.

Not always. Shipping availability depends on destination rules, courier acceptance, payment verification, legal restrictions, and business practicality. We reserve the right to decline shipment to certain destinations.

If a shipment is returned because of customer refusal, incorrect address, unpaid taxes, failed customs clearance, failed delivery attempts, or other destination-side issues not caused by City of Gem, reshipment, storage, return courier charges, or related losses may be charged to the customer.

Please inspect the shipment promptly after delivery and contact us without unreasonable delay if there is visible damage, missing contents, or wrong item delivery. Photos of the package, label, and contents may be required for review.

Where agreed, we use insured and professional shipping methods. However, delays, seizures, losses, or damage caused by third parties or events outside our control cannot be absolutely guaranteed against, and any claim must follow the courier’s timeline and insurance requirements.