FAQ's / Policies
Frequently Asked Questions / Policies
Are the pictures shown the actual piece I'm buying or just a stock photo?
If you see a photo of an item, that is the actual item you will receive upon purchasing. We do not use stock photos, what you see is what you get! We try to capture an accurate representation of the color of each piece. Although your device's screen may change the color/shade slightly, we guarantee they will look even more fabulous in person because pictures can only do these beauties so much justice :)
Do you offer Returns / Exchanges?
We do not accept returns or exchanges. All sales are final. In the unfortunate scenario that your item should arrive damaged, please keep all packaging and contents. Contact us immediately at firstname.lastname@example.org
Why Does My Stone/Jewelry/Fossil Have Cracks and Imperfections?
Just like humans, no stone is perfect. It is very common to have natural cracks, imperfections, etc. in stones and fossils. This does not mean that the item is damaged or something is “wrong” with it. Internal fractures happen in crystals all the time. Remember these specimens have undergone intense pressure inside the earth over thousands or millions of years. Many times these imperfections give the stone more character, just like us!
Do you ship internationally?
Yes! Please note, if the shipment is outside of the USA that you (the customer) are responsible for all taxes, duties, exchange rates and customs fees imposed by your country of residence. Unearthed is not responsible for any packages held up by international customs agencies, postal carriers, etc. and it is your responsibility to be aware of your country of residences' laws regarding USA imports. All international orders ship via USPS Priority Mail International and are fully insured. While this may slightly increase the postage rate, this guarantees the package is fully insured in case an item is damaged in transit. If your item or items are damaged upon arrival, please keep all packing material and package contents (broken items) and contact us immediately at email@example.com. Once an insurance claim is filed, you will be issued a refund for the damaged items. All of our USA customers will receive free shipping.
How do I take care of my crystals and fossils?
Check out our Crystal Care 101 page for more information on how to care for and clean your crystals and fossils!
How do I take care of my jewelry?
To help ensure your jewelry stays fabulous for years to come, it is best to remove it before showering/swimming. The more exposure to water and chemicals, the quicker the metal will tarnish, and the higher the likelihood that the stones could become damaged. Never wear your jewelry in a hot tub. The exposure to high heat and chemicals could seriously damage the stones.
When putting on or removing your jewelry, try to do it over a carpeted floor, rug or other soft surface. A drop from counter height onto a tile or wood floor could cause the stone to crack, so be careful out there!
How Should I Handle My Crystals?
It is best to handle the crystals like you would a small bird. Some of these items are delicate and should be treated as such. Avoid poking at the crystals directly, as this could loosen them from the rock matrix and cause them to fall off the specimen. When picking up, always attempt to gently grab from the sides of the specimen, then place it in the palm of your hand and cradle to examine. For the more delicate mineral specimens, try handling over a bed or soft surface just in case you have a butterfingers moment!
What Dictates the Prices of Stones?
There are many different factors that determine the price of a stone. Most often, it is the rarity of an item that will cause it to be more expensive than another. Size doesn’t always count, and neither does its age. Some fossils are millions of years old but are fairly abundant so can be sold at a lower price because they are more common. Color, clarity, crystal shape, and even sometimes the mine where it came from can dictate a stones price.
I want to rockhound but don't know where to start!
We all have to start somewhere! Check out our Beginner's Guide to Rockhounding page for ideas on how to get started :)
How do I participate in a LIVE sale?
All Live Sales are accessed through the app Instagram. You will need to have an Instagram account to watch and participate. At the time of the Live Sale, you will see our Story Icon (bubble on the top left of your screen) glow pink and say LIVE. Once it says LIVE, click to join.
What are the LIVE sale rules?
- If you would like to purchase an item, you will comment the price of the item to claim
- If you claim an item, you are committing to purchasing that item.
- We DO NOT allow swaps or put-backs
- Payment is due within 24 hours of your listing being posted on our website, NO exceptions
- Please do not claim an item unless you are 100% committed to purchasing the item within 24 hours!
- We offer FREE USA SHIPPING
- For international orders, shipping will be calculated by weight and destination. Shipping will be charged at checkout.
- If you fail to pay for your order within 24 hours of the listing being posted, you forfeit the ability to participate in any future Live sales
- Please note: your comment will always appear first on your screen, but the first person to appear on OUR screen will have claim to the item
- We accept PayPal and major credit cards at check-out
- When your order is ready, I will send you a DM (direct message / private message) on Instagram
- To purchase your listing - follow the link and enter the passcode
- Purchase within 24 hours
- Note: you may add any additional items for sale on our website to your order
Do you offer payment plans?
We typically do not offer payment plans. However, if you are a previous customer and have contacted firstname.lastname@example.org requesting a payment plan, we may approve you at our discretion. If approved, your payment will be divided into 4 equal payments. Your first payment is due immediately. The remaining payments are to be completed within 6 weeks from the sale date. If you are past due on any plans you will not be permitted payment plans in the future. If you completely fail to pay your entire plan within 8 weeks of the sale date, any payments that have been made will not be refunded and your order will be forfeited. You will not be mailed your order.