Shipping
We ship orders anywhere in Canada and the USA.
All shipping is done from our studio in Edmonton, Alberta, Canada.
We ship by Canada Post Standard for orders placed by customers in Canada and Standard International for orders to the USA.
It is a flat rate of $12.27 for shipping within Canada and $15.70 for shipping to the USA.
Shipping is free for orders over $100.00.
Delivery Times
We are unable to guarantee delivery times by Canada Post.
Jupiter strives to ship all orders within 3-9 business days in Canada and 8-12 business days for orders shipped to the USA. We will reach out via email if there are any unforeseen challenges with your order.
Occasionally, we may have to order some items that were not in stock, but we will reach out via email to advise.
Tracking
Our e-commerce platform (Shopify) emails tracking numbers to you as soon as we purchase the shipping label for your order. You may track your shipment on the Canada Post, but tracking numbers will not provide relevant information until the shipment has been picked up by the carrier; the tracking number will typically work within 3-6 business day hours after you receive it. We may pack your order at 11am, but it is not picked up until 3 pm; the tracking will work after the order is picked up and then scanned at the Canada Post depot. There is a new app called Arrive that we recommend you try out to track all of your shipments. It is available on your app store and is free.
How does my package look?
Jupiter uses normal envelopes that are padded. We print out white 4x6 Canada Post and place them on your envelope or box. No one will know what type of products are in your shipment as your packages blend right in.
Our shipping platform automatically adds all customs commodity codes et al to our shipping labels for all shipments to The USA and international destinations allowing your order to travel uninterrupted across all borders.
How is my order packed?
We have over 20 years of experience shipping fragile items (such as glass) all around the world. In order to ensure that your order arrives safely, our shipping team follows strict standard operating procedures that involve the strategic use of bubble wrap, shipping peanuts, tissue, and tape.
What if there is an item missing in my order?
If there is an item missing from your order, please reply to the email address in your confirmation email receipt within 48 hours of receiving your order and we will make it right. To reduce the amount of spam, we are not publishing an email address here. You may also use our Contact Us form by clicking here.
What if there is a damaged item in my order?
If any part of your order arrives damaged, please follow this protocol within 24 hours of receiving your shipment:
*Please do not throw away the envelope, box, bubble wrap, or any of the packaging inside the box as we recall the order by emailing you a Canada Post Label to have the order shipped back to us.*
-take 2 photos of the shipping box from different angles so we can see any damage.
-take 3 photos of each damaged item from different angles so we can clearly see the damage and ensure that you include your order's packing slip in all photos.
-send one email from the address used to set up your Jupiter account that has all of the pictures attached, your order number, and all of the relevant information.
-in order for us to generate a damaged item reports, you must submit your order’s packing slip along with the required phots.
Once we have received your packing slip and required photos, we will evaluate the damaged item report.
We will reach out to you during the evaluation process which is 1-2 business days.
We are able to mail out a replacement order within 3-5 business days after your damaged item report is approved.
We will issue a refund if we do not have an exact replacement on hand.
Returns, Refunds, and Exchanges
Due to the nature of the goods that we sell, we do not offer refunds, returns or exchanges. All sales are final.
We will replace or offer refunds for missing items and have a replacement protocol for items that arrive damaged.
Order Cancellations
There is a small window to cancel orders that closes before an order is shipped. If we receive a cancellation request before the order is shipped, we will do our best to cancel it and our platform will forward verification. However, we may not be able to process your cancellation request before your order is packed up and your order will then be shipped; we will not offer a refund, redirect, or recall in this situation and respectfully request all of our awesome customers to defer placing an order if they are not 100% sure or our comparison shopping. We apologize in advance if we are unable to process your cancellation request.
Note: We reserve the right to deduct credit card processing fees from the total amount refunded when an order is cancelled. As well, we also reserve the right to provide a refund to you via corporate cheque that will be mailed using Canada Post to your location; we will also deduct the cost of postage from the refund.
Missing Items
If there are any items missing, please email web at jupitercrystal.ca within 24 hours of receiving your order and we will make it right.
Product Appearance Variations
There are instances when items may look slightly different than pictured on the site. Please note that this normal and at times beyond our control. For example, a color of Swarovski Crystal bead may look darker or lighter in real life than the picture on the website. In instances where there are slight variations, we are unable to offer any form of compensation.
Gift With Purchase Substitutions
We reserve the right to substitute items offered with the Gift With Purchase Promotions at our discretion. For example, we may run out of one item and substitute it with another.
Billing
We use a Canadian financial technology company to process our credit card transactions whose payment processing system fully integrates with Shopify to provide an easy and secure solution for jewellery sales that is fully compliant with government regulations. They are secure and reliable.
Our company will appear as Jupiter Crystal on your credit card statement. Discretion and your privacy are very important to us.
Online Payment
Jupiter accepts Visa, Mastercard, American Express, PayPal, GPay, Shop Pay, and Apple Pay.
What if a customer accidentally enters in the wrong shipping address at check-out?
Please be diligent at check-out and triple check the address you are having the order shipped to. There are certain potential scenarios that could prevent a refund, reduce the amount of compensation, or create additional charges for the customer.
TIP: If you are unsure of how to input your address, check a letter from your municipality or utility company to confirm the syntax of your address.
If you enter in the wrong address at check-out, contact us right away from the email address used to place the order with all of the specifics.
If we are able to change the shipping address before the package goes out, it is all good.
Emails to us from email addresses not used to place the order will be ignored.
Note that we will do our best to alter the address and intercept the package before it goes out, but there is no guarantee we will be able to fix this even if the email is sent to us before the order is shipped out.
If the order gets shipped out to the incorrect address provided at check-out, the package will most likely get sent back to us if the receiver of the package does the right thing, but this does not always happen.
If the package gets sent back to us, we are billed by Canada Post for around the same amount it cost us to ship the order to that address; we get billed automatically and have to pay this regardless.
There are now 3 scenarios:
1.) The package gets sent back to us and we get billed by Canada Post. If you want the package re-sent back to you, we will have to be reimbursed the cost of the return shipping (as you entered in the wrong shipping address) AND the cost to ship it back to you.
For example, if Canada Post bills us $20.00 to ship back the parcel, it is then $20.00 (Canada Post Bill for shipping back to us) + $20.00 (to ship it back to you) which equals $40.00. We will email you a shipping invoice that can be paid with a credit card. Once it is paid, we will re-ship your order with tracking to the correct address.
2.) You choose to get a refund. We will offer a refund; however, we will deduct the Canada Post charge of sending the parcel back to us from your refund. The refund will be done through the Shopify platform and will credit the method of payment used to pay for the order. As well, if an item is damaged or used when it arrives at our facility, we reserve the right to NOT issue a refund if the item(s) are not able to be resold.
If the package's original shipping layers have been opened, we may charge a 15% re-stocking fee to cover the cost of having to take the item(s) offsite to clean and quarantine them.
*You may also choose to get a Gift Card for the refund amount that does not expire.*
3.) The item does not get returned to us because whomever accepted the package at the incorrect address (which was provided by the customer at check-out) decided not to return it.
We will not issue a refund or credit as we fulfilled our obligations and shipped the order to the address provided at check-out. Again, even if an email was potentially sent to us before the order was shipped, we will not issue a refund or credit.
All of you are awesome but being ultra-diligent at check-out when adding your shipping address is a mandatory requirement on our site. Yes, we all make mistakes, but we are a small family run business and cannot afford to write-off orders in these spots.
Lost or Stolen Packages
We do not guarantee lost or stolen packages. Canada Post assumes that liability once they are in possession of your order.
If a package is lost by Canada Post, we are not lawfully required to refund or replace the order. However, we will assist in initiating a trace that is performed by Canada Post.
If a package is lost by Canada Post, we are able to initiate a trace. We have to fill out a Canada Post form, give them your name, phone number, email address, et al. They reach out to you to confirm the situation via email or phone call. If you do not respond, or provide the correct supporting information, they will not issue financial compensation for a lost or stolen package. Once they close an investigation, it is not re-opened and is considered resolved.