FREQUENTLY ASKED QUESTIONS

1. Do you offer free shipping?

Our goal is to offer you the best shipping options, no matter where you live. 
We are offering you Worldwide Shipping for a flat rate of $6.99.

 

2. How long does it take to process and ship an order?

Most of our  orders picked, packed and handed over to the shipping partners within 1-2 days from the moment we receive them. A small percentage of our orders from certain warehouses can take 3-4 days to move through that process. 

The items we sell which require customization or special assembly can take up to 10 days in production time before we can ship them out. Those items have information explaining the production time on their respective product pages.

Our warehouse staff in all our of locations work tirelessly to get orders out and into the hands of the carriers as quickly as humanly possible. As soon as they do, our system will issue you with the tracking number associated with your order.

 

3. When will I receive my order? (Shipping Times)

Our shipping times are as follows:

USA, UK, Australia and Canada orders can take between 10-25 business days to arrive. Shipments to the rest of the world can take between 15-30 business days.

 

4. Where are you located? Do you have a physical store?

Our corporate office is in New York USA. We have warehousing capabilities in the US, Europe and Asia and through various partnerships are able to ship around the world. Our non warehouse operations staff are located around the world with offices in Cyprus, Ukraine, Vietnam & Philippines. We do not operate a physical store and generate all of our sales online.

 

5. Where are your products shipped from?

We have warehousing capabilities in the US, Europe and Asia and through various partnerships are able to ship around the world. We have some strong supplier relationships in the UK, China, Germany, Ukraine and of course in the USA.

 

6. Are your products made in China?

Some of our products are made in and shipped from China. The quality and price competitiveness that Chinese manufacturers offer is outstanding and we have been working with them for many years.

We also have very strong relationships with manufacturers in Europe and the US for various product categories where the quality and price differ. Our aim is to offer a wide range of products at various ranges of price and quality to suit as many of our customers as possible.

 

7. What is the Stainless Steel grade used for your jewelry? Do they turn green?

If one of our product listings indicates that a particular item is made from Stainless Steel, then it is forged from 316L Grade SS which is of the highest quality. It does not rust. It does not turn green. It does not cause rashes or allergic reactions. It is nickel free, lead free and cadmium free. You can buy with confidence!

 

8. Do you have a return label for replacements and exchanges? Do you refund the cost to return the item?

We care about our customers and are therefore offering a 30 day satisfaction guarantee on all products. That allows customers to return an item for a replacement or exchange. 

Some of our orders do not have a return label on them. Please contact our customer service at support@zodiacradiance.com in this case.

When we send the replaced item, we do not charge any additional shipping or restocking fee. Please note, however, that the shipping cost will not be refunded.

 

9. My product is held in Customs. Do you cover custom fees?

Some orders can get held up in customs. Custom fees depend on the country items are being shipped to.

Unfortunately, we will not cover any custom or extra fees in the country of destination and those are 100% the responsibility of the buyer. In our experience this is extremely rare.

We suggest you look up your countries' taxes and customs rules to make sure you will not get charged upon the package arrival.

 

10. USA orders: Order is in “Pre-shipment” status? How long does it take to update?

Usually when USPS indicates that your order is in "Pre-Shipment", this means that the item was shipped from one of our warehouses abroad and did not yet arrive in the USA. It does however indicate that it has entered USPS database and that it is expected to make it's way to the US shortly.

USPS tracking starts to show details once the product is in the USA. Occasionally there are data transfer delays between the shipping carrier and our tracking system. Please allow 7-10 business days for new tracking information to display.

 

11. How long will it take to receive a re-shipped item?

An order for reshipment will go through the same process as if it’s a new order and is subject to the same shipping times.

 

12. Tracking shows 'Delivered' but I did not receive the item?

This is a rare case that a shipment shows DELIVERED but was not received by the customer.

This can happen if someone else has signed the package or it can be a mistake made by the shipping company.

In this case, we advise you to ask other members of your family or neighbors to see if one of them could have signed it. It could also still be at your local post office awaiting for you to go and pick it up.

USA Customers: You can also dial 1-800-ASK-USPS or contact your local Post Office. This has to be done by you at the delivery address. USPS will then initiate a Postal Investigation as Postal theft is a Federal Crime.