FAQ's and Policies

Where is my order?

Due to the influx of orders, my processing time can take anywhere from 3-20 business days.  Most items are made to order. Once the order is shipped with first class USPS mail, it takes approximately 1-4 days to get to you without delay. Unfortunately delays do happen with USPS which is not in my control. If any concerns arise with your order delivery USPS can help you!

What is the difference between processing time and shipping time?

Processing time is the time it takes for me to package your order. Any concerns about your order before you have received tracking in your email I can help with.

Shipping time is the time that USPS takes to deliver your order to you. Once you receive tracking in your email, I unfortunately will no longer be able to help you. Any concerns about delivery time should be brought to USPS.

Stolen/ Lost/ Missing packages

Ruby & Zen is not responsible for stolen, lost, or missing packages. Once USPS has your package, it is out of my hands. You may file a claim with USPS or contact them for support about your package. You may email me and I will try to do what I can to aid the situation. There is no refund for a stolen/ lost/ missing shipment.

Can I cancel my order after it was placed?

Ruby & Zen does not accept any cancellations at any time, under any circumstances. All sales are final.

Broken items after delivery

Once the item is delivered and in the possession of the the customer, we are not responsible for any damages or breakages that may occur. We ensure that all products are in good condition when they leave our premises and take necessary precautions during transit. However, any mishandling or accidents that happen after delivery are beyond our control. We recommend that customers handle their crystal jewelry with care to prevent damage.