FAQs
Before You Order
What do you sell?
We sell products across a range of categories. Browse the categories in our shop to see the current range.
Where can I find product details?
Each product page includes a description, the price and current availability. If something is unclear, contact us before you order.
Orders & Shipping
Where do you ship?
We ship within the United States.
How much does shipping cost?
Shipping is a flat rate of $25.85 USD per order.
How long does delivery take?
Orders are processed within 1–2 business days and arrive 3–7 business days after they ship.
When is the order cut-off time?
Orders placed before 2:00 PM Pacific Time (GMT-8; GMT-7 during daylight saving time) on a business day are usually processed that day. Later orders, and orders placed on weekends or holidays, are processed the next business day.
How do I track my order?
We email you a tracking number when your order ships. You can also use our Order Tracking page.
Can I change or cancel my order?
Contact us as soon as possible. Changes and cancellations are possible until the order enters processing.
Returns & Refunds
What is your return window?
You can return eligible items within 30 days of delivery. See our Return Policy for the conditions.
Who pays for return shipping?
If an item arrived damaged, defective or incorrect, we pay for return shipping once the return is approved. If you are returning an item because you changed your mind, you pay for return shipping.
What if my item arrives damaged or wrong?
Contact us within 7 days of delivery with your order number and photos of the item and packaging.
How long do refunds take?
Approved refunds are processed within 5 to 10 working days after we receive and approve the return. See our Refund Policy.
Payments & Support
Which currency are prices in?
All prices are in US dollars (USD).
How can I contact you?
Email support@northgem.store or call +1 (801) 444-3161. We reply during our support hours: Monday to Saturday, 10:00 AM to 8:00 PM Mountain Time (GMT-7; GMT-6 during daylight saving time).