Shipping & Returns

Shipping

All US orders ship insured via USPS Priority Mail with tracking. Signature is required on delivery for any stone valued at $500 or above; on lower-value stones, signature is optional and can be waived on request. Orders placed before 2:00 PM Mountain Time on a business day ship the same day; orders after 2:00 PM ship the next business day. All US orders ship insured via USPS Priority Mail with tracking. Signature is required on delivery for any stone. Orders placed on a business day will ship the next business day.

International shipping is available on request. Email us before placing an international order so we can confirm shipping cost, delivery estimate, and any import considerations for your country.

Returns

We accept returns within seven days of the stone's delivery date, provided the stone comes back in its original, unaltered condition. Altered stones -- set in a piece of jewelry, recut, modified in any way -- cannot be returned. The original Passport paperwork and any accompanying materials must come back with the stone. There will be a 15% restocking fee for all returns. Customer pays for return shipping unless it's our mistake.

Refund processing takes one to three business days after we receive the returned stone and confirm its condition. We refund the full stone price to the original payment method. We do not refund shipping costs unless the return is due to an error on our end.

To start a return, email us at hello@visualgrit.com with your order number and a short note about the reason. We'll reply with return shipping instructions and a prepaid insured label if the return is due to our error.

Damage or loss in transit

Every US shipment is insured. If a stone arrives damaged or doesn't arrive at all, contact us within 48 hours. Do not open or alter the packaging beyond what's needed to confirm the issue. We'll work with USPS insurance and issue a full refund or replacement depending on the situation and your preference.