All packages are insured through Shipsurance in the event that it is lost, stolen or damaged in transit. Shipsurance can take up to two weeks to file a claim.
In the event of a damaged item claims can be filed almost immediately after photographs of the damage are submitted. You must email us with the photos the same day your package arrives to file a claim. Claims filed after will not be accepted.
Lost or stolen packages take longer because a search is often done for the package first before writing it off as being lost.
I understand that Crystal Cavern Imports IS NOT responsible for mistakes made by shipping carriers after the package is handed off to them and that I cannot get a refund prior to the insurance claim being approved.
Furthermore I understand and agree to the following:
My order can be returned for the full amount for store credit (minus shipping costs, see below). Returns to the original payment method are subject to a 15% restocking fee (as well as the shipping costs below).
I acknowledge that I am responsible for all costs for return shipping. I also understand that if my order shipped for free the cost of the original shipping method will be taken off my my return.
Clearance, lit candles, essential oils, incense and fragrance oils are final sale.
I understand that I CANNOT cancel my order. If I change my mind on an order before it ships I can request that order not be shipped but I will receive store credit only to choose another item in the future.
Finally (for international buyers):
I agree and understand that customs and import fees are not included in my order. I am responsible for all fees upon receipt of my order and will not be reimbursed for these whatsoever.