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  • How Will I Get My Order? packages usually ship via The United States Postal Service (USPS). Alternative companies such as UPS and FedEx are also used when shipping internationally or under special requests (overnight, expedited, etc.). The majority of the shipments made are USPS Priority or Priority Mail International Flat Rate. To learn about USPS Security Click Here. In addition to USPS Security Measures, all packages are insured by TransGuardian.
  • Are my purchases insured?
    All packages are insured by TransGuardian. ISP – Insured Small Parcel (ISP) insures packages sent via USPS, UPS, FedEx and DHL up to $150,000 per package and up to $10 million any vehicle or vessel. The cost and price of STC are lower than those of all known competitors in the high-value, small parcel market. A marine transit insurance policy brokered through HSBC Insurance Brokerage in London backs up STC. TransGuardian has secured contracted wholesale rates with UPS, FedEx, and DHL, plus an Approved Shipper contract with the United States Postal Service, allowing TransGuardian to profit on freight as well as insurance. STC’s online tools include tracking, payment history, claims management, and much more. TGF – TransGuardian Freight (TGF) allows shippers to get optimized quotations from multiple heavy-freight and LTL companies, book pick-ups, and track deliveries online. To learn more about TransGuardian Insurance Visit Their Web Site Here
  • When will I get my order?
    Orders can take up to 3 business days to be processed and shipped out. The average number of days to delivery varies based upon origin and destination. EXAMPLE: An order placed on Friday at 2:30pm will ship on or before Wednesday. Orders placed on Saturday or Sunday will ship on or before Wednesday. Please consider Holidays - UPS will not deliver on a holiday and we can not ship on a holiday - your order will ship on the following business day. When you purchase an item from, 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.
  • How long will it take for my order to arrive after it ships?
    The time it takes UPS to get your order from our warehouse in California to you depends on where you live and the shipping option that you chose.
  • What is your return policy?
    New Era Gems offers 10 day return privileges. Any item that has not been cut or altered may be returned for exchange, credit, or cash refund. This is 10 days after you have received the merchandise.
  • What are your Terms & Conditions?
    Welcome to the website of New Era Gems. ( This website is best viewed using a contemporary browser. Use of this website, and information distributed in conjunction with this website, is offered to you on your acceptance of these Terms of Use, our Privacy Policy and other notices posted on this website. Your use of this website or of any content presented in any and all areas of the website indicates your acknowledgment and agreement to these Terms of Use, our Privacy Policy and other notices posted on this website. If you do not agree to be bound by and comply with all of the foregoing, you may not access or use our information, services, or website. We suggest you print a copy of this document for your records. Use of Copyrighted Materials and Logos: hereby authorizes you to view, copy, download, and print documents that are available on this Web site, subject to the following conditions: The documents may be used solely for personal, noncommercial, and informational purposes. The documents may not be modified. The following copyright notice and permission notice must appear in each document: ”Copyright © 2014 All rights reserved.” Links to Third-Party Sites: Our Web site contains links to third-party web sites. The linked sites are not under the control of, and we are not responsible for the contents of any linked site or any link contained in a linked site. is providing these links only as a convenience, and the inclusion of a link does not imply endorsement of the linked site by our organization.
  • How are shipping charges calculated?
    Shipping charges as based on the shipment weight of your order and your destination zip code.
  • Do you offer customer support?
    Yes, we’re available for questions and technical support issues with your orders. New Era Gems staff are able to answer and return phone calls and email questions from 9AM to 5PM PST, Monday through Friday.
  • 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.
  • What are the advantages of having a New Era Gems account?
    Having a New Era account will allow you to process your purchases faster with your saved information, track your orders and review your order history.
  • How do I make a payment?
    After you have added your items to your cart, 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) or by PayPal. Once payment is approved, we will immediately notify you by email. And you will receive notification once your order has been shipped.
  • What method of payment do you accept?
    We accept payment by VISA, Master Card, Discover or American Express. We also accept PayPal.
  • 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.
  • 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.
  • How is my order shipped?
    All domestic orders and International orders are shipped USPS Priority Mail.
  • Will I get an order confirmation?
    For every order you submit to, 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
  • Can I make changes to my order after its 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.
  • 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 or 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, you can sign in and check your order history to get your order numbers.
  • 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 ( on the site should change from something like to 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: When the web page is secure, all data transmitted is fully encrypted, which means that if anyone is able to intercept the signal between your computer and they web site, they will not be able to decipher the data. Data sent through a secure page is almost impossible to crack. The problem is some web sites say they are safe/secure, however they do not actually have the proper security certificates installed and therefore your data is not protected at all. So just be sure that the web site you are on has encrypted and secured your data and you will always be fine.
  • What is your privacy policy? makes privacy and the security of sensitive information a high priority. We have employed all the latest technologies available in order to help accomplish this. All secure forms will be indicated as such. New Era Gems only operates under New Era Gems and no other company. If you receive an email, phone call, or any correspondence from a company stating otherwise, please ignore it and contact us as soon as possible. In using our Web site, you may be asked to provide information (such as name, contact information, or other registration information). We may use this information to tailor our presentations to you, facilitate your movement through our site, or communicate separately with you. Your privacy is our utmost concern, we will not sell your information to any outside source, nor will we spam you or use your information in any negative way. Even with all of these technologies in place, no system is 100% secure, and makes no such claims, either written or implied, and will not be held responsible for information stolen or misused as a result of the use of our Web site
  • Warranties and Limitations of Liability
    Information and documents provided on our Web site are provided “as is” without any warranty. uses reasonable efforts to include accurate and up-to-date information on this Web site; it does not, however, make any representations as to its accuracy or completeness. Your use of this Web site is at your own risk., its suppliers, and the other parties involved in creating and delivering this Web site’s contents are not liable for any damages arising from use of this site.
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