How do I pay for my order?
All payments are securely processed through Stripe, our trusted third-party payment provider. Stripe provides secure online payment processing to millions of businesses worldwide and supports major credit and debit cards. Your order will not be dispatched until full payment has been successfully received.
What is the shipping fee?
Orders are shipped from Thailand by FedEx, one of the world’s largest international couriers, providing secure, 100% insured transit worldwide. FedEx delivery fees and options are calculated at checkout, with tracking details emailed once your order has been dispatched. Delivery fees and times vary by destination and customs clearance. All applicable import duties, taxes, or customs charges are included in the delivery fee. Risk of loss passes to the customer upon delivery.
Where do orders ship from?
Orders are dispatched direct from our workshop in Thailand and delivered to Australia using standard international shipping services. Delivery times vary depending on destination and customs clearance.
Do I need to pay customs or import charges?
Yes, customers are responsible for any applicable import duties, taxes, or customs charges.
What is your returns policy?
We offer a 30-day return period from the date of delivery. Items must be returned unused, in their original packaging, with proof of purchase, and must include any certificates, cards, promotional material, or reports provided with the item.
Where do I send returns?
Returns should be sent via registered mail to our designated Australian return facility:
Gem Adventurer Returns
PO BOX 868
Albury NSW 2640
Australia
How will I receive my refund?
Refunds are issued to the original payment method once the returned item has been received and inspected.
Are there any exclusions?
Items damaged through misuse or wear are not eligible for return. Promotional giveaways are non-returnable and non-refundable.
Who do I contact if I have questions?
Please email [email protected] for any inquiries.