Shipping, Returns & Payment Policy

Communication
Dragontooth Designs strives to respond to all customer emails and direct messages within one (1) week, though responses are often sent sooner.
For order-related inquiries, customers are encouraged to include their order number to ensure timely assistance.

Order Processing & Shipping
Orders are typically processed and shipped within five (5) business days, unless otherwise stated at the time of purchase.
If we are unable to meet this timeframe, you will be notified and offered the option to cancel your order for a full refund.

We reserve the right to select shipping carriers (such as USPS, UPS, or FedEx) based on reliability and security.
All orders include to the best of our ability:
- Tracking information
- Insurance covering the full purchase value

Orders valued at $150 USD or more may require a signature upon delivery.

Customer Responsibility:
- Customers must provide an accurate shipping address at checkout
- We are not responsible for lost or misdelivered packages due to incorrect or incomplete address information

If a package is returned due to:
- Incorrect address
- Delivery refusal
- Failure to collect from a carrier facility

Additional shipping fees may apply for reshipment.

Delivery Liability:
Once a shipment is marked as “Delivered” by the carrier, responsibility transfers to the customer. Dragontooth Designs is not liable for lost or stolen packages after confirmed delivery.

International Shipping
International customers are responsible for:
- Customs duties
- Import taxes
- Brokerage or handling fees

Delivery times may vary due to customs processing and are outside our control.

If a shipment is refused or returned due to unpaid customs fees:
- Original shipping costs are non-refundable
- Additional fees may apply for reshipment

Returns & Exchanges
Eligible items may be returned within seven (7) calendar days of confirmed delivery.

Return Eligibility Requirements:
Item must be unused and in original condition
Item must not be set, mounted, or altered in any way
Item must match original recorded specifications (including weight and measurements)

Return Request Process:
- Return requests must be submitted via email within 7 days and include:
Order number
- Clear photographs of the gemstone
- Photographs of original packaging

If approved:
Items must be returned within fourteen (14) Calender days
- Returns must be shipped using a trackable and insured method at the buyer’s expense
Original packaging must be included.

- Refunds are issued only after inspection and verification.

Non-Refundable:
- Shipping costs (unless due to our error)
- Custom or commissioned work

Custom Orders & Precision Cutting Services
All custom gemstone cutting, modifications, or commissioned work are final sale.

Approval & Responsibility:
- Customers are responsible for reviewing and approving all specifications before work begins
Once work has started, changes may not be possible and may incur additional fees

Deposits:
- Custom work may require a non-refundable deposit, which covers labor, time, and scheduling

Natural Material Disclaimer:
- Gemstones are natural materials and may contain inclusions, variations, or structural characteristics that impact cutting outcomes. Final results may vary from expectations.

Client-Supplied Materials:
- You acknowledge and accept the inherent risks of lapidary work, including but not limited to breakage, chipping, or material loss
- Dragontooth Designs is not liable for damage or loss occurring during cutting, shaping, or setting
No guarantees are made regarding final yield, appearance, or performance of the material

Damaged or Incorrect Items
If your order arrives damaged or materially different from its listing description, you must notify us within three (3) calendar days of delivery.

Your claim must include:
- Clear photographs of the item
- Photographs of packaging

Verified claims will be resolved through replacement or refund at our discretion.

Product Representation
We provide detailed descriptions, including:
- Measurements (millimeters)
- Carat weight
- Photography under controlled lighting

However, gemstones may appear different depending on lighting conditions, display settings, and viewing environment.

By purchasing, you acknowledge that:
- Minor visual variation is normal
- You have reviewed all listing details prior to purchase

Payment Disputes & Chargebacks
By completing a purchase, you agree to this policy and to contact us directly to resolve any issue before initiating a dispute or chargeback.

In the event of a dispute, Dragontooth Designs reserves the right to provide documentation to the payment processor, including:
- Product descriptions and specifications
- Order confirmations
- Pre-shipment documentation
- Tracking and delivery confirmation
- Communication records

Abusive or fraudulent disputes may result in:
- Denial of future service
- Additional action where permitted by law

Contact Information
For all inquiries, returns, or support requests, please contact:

Dragontooth Designs
dtd@dragontoothdesigns.com