Safe Shopping

Shipping

Payment

About New Era Gems

How do I know the site is safe?
When buying goods online in a secure environment you will see 2 things happen.

1. The web address (URL) on the site should change from something like http://www.website.com to https://www.website.com. Notice the "s" in "https". This means the page is a secure web page.

2. A small lock icon should appear in the browser window indicating the web page is now secure. It will look something like this:

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How do I order gems?
You can purchase any gem on this web site simply by clicking on the "add to cart" link. The item will be added to your online shopping cart. You have the option at that time to check out or continue shopping for more items. You may leave the items in your cart for ninety days, leaving from and returning to our site as many times you wish.

When you are ready to check out, simply click on the "View Cart" link that is at the top right of every page on the site. This will take you to your cart. From there, choose "Check Out." From this point on you will be using a secure connection to our servers and all information you enter will be protected by encryption.

Once you have completed the checkout process and reviewed and submitted your order, you will receive an email notifying you that New Era Gems has received your order. After that you will receive email messages only if the status of your order changes (for example, you will receive an email when your order has been shipped).

For questions regarding our shipping and handling charges and normal delivery times, please refer to our shipping information page. Please note that we do not accept orders via email.

How can I check my order status?
It's easy. Go to Order Status & Tracking and enter your order number. We'll provide information about the status of that order. If you are registered with neweragems.com and signed in when you placed your order, you can sign in to view current orders as well as your Order History.

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When will I receive my order?
When you purchase an item from neweragems.com, we will indicate the number of days we expect it to take for the item to leave our facility (i.e. "This item usually ships within 3 days"). We cannot guarantee how long it will take the third party delivery service, such as UPS or Fed Ex, to deliver the item to you.

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How do I track my New Era Gems order?
Your order tracking number is sent to you in your Shipping Confirmation email. If your purchase is delivered by USPS or UPS, you can track your order online at www.usps.com or www.ups.com to see when the items you purchased will be delivered. Or, you can click on the tracking link contained in your Shipping Confirmation email. If you don't have your order number handy and are a registered user of neweragems.com, you can sign in and check your order history to get your order numbers.

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Can I make changes to my order after it has been submitted?
You are able to change or cancel your order after you place it but only if the order has not yet been packed and prepped for shipping or shipped. If you would like to make a change, please call 1-800-752-2057.

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Can I return items I purchased at neweragems.com?
Yes. It's easy to exchange or return neweragems.com items. All unaltered items may be returned for a cash refund, credit or exchange within 15 days. Any modification to rough or cut material, by any means, voids any return privileges.

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Will I get an order confirmation?
For every order you submit to neweragems.com, you will receive an order confirmation. In addition, you will receive an order confirmation email. We recommend that you print and save both for your reference. For your security, we will only send an order confirmation to the email address you provide. Please be sure to enter your email address correctly to ensure that you receive your order confirmation. You will need your order number for reference when you check your order status on neweragems.com.

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Shipping

How is my order shipped?
All domestic orders are shipped UPS. International orders are shipped USPS parcel post.

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How are shipping charges calculated?
Shipping charges as based on the shipment weight of your order and your destination zip code.

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What do I do when I receive my order?
Please open all boxes immediately and check contents. We must be notified of any damage or other problems within 2 days of you receiving your products. In order to serve you better, we request that you also inspect all of your products for obvious defects/blemishes within 2 days of receiving them.

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What if my shipment is damaged?
If the packaging appears damaged on the outside, please refuse to accept it from the carrier; or please make sure when signing the shipper’s proof-of-delivery slip, you include a note stating the package is or appears damaged. If you do accept a damaged shipment, please inform us immediately. Depending on the product and where/how it was shipped, it may be necessary for you to deal with the carrier.

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What if want to return a shipment?
All return items must be unaltered and may be returned for a cash refund, credit or exchange within 15 days. Any modification to rough or cut material, by any means, voids any return privileges. Shipping/processing charges will not be refunded.

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Payment

What method of payment do you accept?
We accept payment by VISA, Master Card, Discover or American Express.

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How do I make payment?
After you have checked out your items, you will be taken to a transaction page. Here you will be able to review the details of your order, including the total purchase amount. You may pay for your purchase securely and instantly via credit card (VISA, Master Card, Discover & American Express). Once payment is approved, we will immediately notify you by email.

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I want to pay by credit card. Which method of payment should I use?
Select Check Out on the Cart page.

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How long has New Era Gems been in business?
New Era Gems has been in business since March 1977. We are one of the world's leading providers of gems and gem rough for gem professionals and hobbyists. New Era Gems is a well-run, well-managed profitable company with over 5,000 clients.

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Do you offer customer support?
Yes, we're available for questions and technical support issues with your orders. Support representatives are able to answer and return phone calls and email questions from 9AM to 5PM PST, Monday through Friday.

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