Customer Service / Quality Assurance
Shipping To Wholesalers

All domestic / international orders processed by GCMG are shipped by next available delivery day via courier to the location the buyer provides. Shipping address must be the same as billing address on Credit Card used for the payment.

UPS 2nd or 3rd Day Air - You can receive your order fast by using this affordable air shipment method.

Shipping difficulties - Occasionally merchandise problems occur in route to its final destination (Customs Clearance). Receiving a shipment properly should be a priority! Following these few simple steps when the shipment arrives can save you:
  • Did you receive the number of packages you are signing for?
  • Are the packages damaged?
  • If there is damage to the outside of the package, sign the receipt with the words: "Exception - Damage"
  • Do not open the package.
  • Call the local office of the delivering carrier. They will arrange for an inspection or advise you on what should be done. (Do not return carrier-damaged merchandise to GCMG! Doing so will void any claim against the carrier.)
All costs incurred by Genesis for the purpose of delivering the products to the purchaser are pre-paid: this may include, but is not limited to: secure shipments, ground transportation, cartage, air freight, duty, taxes, insurance. Shipping is generally by air freight, trackable and fully insured.
Problem Order

Never Received - Make sure that you received an order confirmation and that your payment transaction was complete.

Incomplete order - Check the invoice. Sometimes multiple items on your order may arrive in a separate shipment; your invoice will indicate this. If this is not the case, thoroughly inspect the packing material. If an item is missing and the invoice indicates it was shipped, contact the carrier. If the carrier does not have the missing item, contact Genesis Customer Service.

Incorrect merchandise - If you receive incorrect merchandise or a shipment you did not order, DO NOT destroy the packaging. Contact the GCMG Customer Service at trade@genesisny.net.

Returns

GCMG's return policy for Merchandise is as follows:
If, for any reason, you are not completely satisfied with a jewelry item, you may return it via insured and traceable, industry recognized courier (Airborne, Fedex, UPS). To receive credit, the merchandise must not have been used in any way and must be returned in original packaging and accessories within 72 hours from date of receipt. (Returns are subject to a 25% re-stocking fee.) Loose stones are final sale, not returnable.

Policy on Returns:

Call to obtain a RETURN AUTHORIZATION NUMBER, please notify GCMG by e-mail at gems@genesisny.net, or by telephone 479-361-1211

No Cash Refunds / Credit only. Shipping costs are not refundable.

If you are returning a defective or damaged product, consult shipping in our "shipping" section.

Please provide the following information - your name, date, e-mail address (or phone and fax number), mailing address, order number, item description, quantity of items, and number of parcels to be returned, and reason for return. Our customer service will issue a return authorization number to attach to parcel(s) being returned.
Warranty

STONE CERTIFICATIONS:
GIA / IGI Certification is available to all clients that request certificates, cost of certification is pre-paid by client.

APPRAISALS:
Are available on our own items and on clients personal items. Appraisals costs are based on a percentage of the value of the item.

All prices are in U.S. funds. Prices and inventory items are subject to change without notice.

Customer Service

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