How do I recharge my crystal?
There are a number of methods used to recharge crystals. These are outlined in “Recharging and Energising your Crystals”, choose the method that suits you the best.

Is the product I select to purchase on your website the actual product that I will receive?
Because we now hold more than one item of each product in stock which in turn provides you with a larger selection and in most cases more than one of each product for you to order; to individually photograph and categorise all of our products  is almost impossible.   So you can be assured that the product photographed represents a fair indication of the product you select to purchase, we retain the highest quality available however, every item has its own individual characteristics, so it may vary to the photograph on our website.

Are your product descriptions accurate?
We make every endeavour to be as accurate as possible in our product descriptions. However, mistakes do occur and we do not guarantee that product descriptions are error-free.

Hope this helps answer your question.

When I place an order am I guaranteed to receive the item I selected?
All items for sale on this website are held in stock unless otherwise noted; however it may occur that your item differs slightly in characteristics from the photo on our website.  As we hold more than one of each item it is impossible to now individually photograph each item.  If two orders for the same product are processed concurrently and our stock numbers are limited, then the first order received will be processed and the other customer will be notified immediately and given the opportunity to select another product from the website or to have their order held until further stocks arrive.  Please notify us by return email. Alternatively a full refund will be issued immediately when requested.

We have been fortunate not to have experienced this situation to date.

Do you carve the products your self?
No we do not hand carve the items, we purchase them already carved and polished. Note that there is no imitation or foreign object in any of our carvings.

How is my personal information protected?
Our shopping cart checkout system uses high-grade 128 bit Secure Socket encryption (SSL) verified by VeriSign Trust Network for Visa and Mastercard Credit Card Payments.. We also offer payment through our PayPal Verified Account. This helps to increase security so you can feel secure when using their system to make payments to Superior Crystals.

We provide a reliable set of privacy practices throughout our business and adhere to the requirements of the Privacy Act 1988.

What information and why is information collected?
We only collect the relevant information necessary to process your orders and enquiries and to comply with accounting requirements. Your privacy and personal information is protected and kept secure at all times. We appreciate the importance of confidentiality.

Is my personal information disclosed to a third party?
Superior Crystals may disclose the necessary information to:

• The shipping carrier; your name and address, for goods delivery purposes. or
• If we are required by a court order to disclose information about you to third parties.

How will this website use my personal information?

• To process and despatch your order.
• To email you with our promotional specials and any items of interest.
• For accounting purposes.

How can I receive promotional emails from you?
If you want to receive promotional e-mails from us in the future, sign up via the link on our Home Page or please let us know by sending an e-mail, calling or writing and your details will be added to our promotional database immediately. sales@superiorcrystals.com

How do I stop receiving promotional emails from you ?
If you do not want to receive promotional e-mails from us in the future, please let us know by sending an e-mail, calling or writing and your details will be removed from our promotional database immediately.sales@superiorcrystals.com

What if I forget my password?
Please send us an email confirming your sign in details and we can set you a temporary password to sign in again and change the temporary password to your personal password.

Do you have specials on offer?
Yes, we have a WEEKLY specials campaign. Add us to your favourites to remind you to check them out.  We also have a Members Promotional Page where we offer exclusive specials, you can add your name and email address to our promotional database by signing up on the link provided on every page.  Click here if you want to sign up now for Promotional Database

Do you offer free shipping?
Unfortunately we have had to cease this operation.  We occasionally may run a free shipping worldwide promotion on all orders to our "Members Only" customers. 

How long will it take to post my order?
We endeavour to despatch all orders via Australia Post within 5 working days of receiving confirmed payment.

How are my items packaged?
All items are individually bubble wrapped and placed in an approved Australia Post box cushioned by reusable packaging which in most cases is also edible!!!.

How are my items despatched?
All orders are despatched via Australia Post as per your instructions–

• Regular parcel post, Express Post or registered within Australia
• Airmail or Registered Airmail for all International orders

How long will my order take to arrive once it leaves your premises?

• Within Australia normal post – Same State
  • 1 business day - within metropolitan areas of capital cities within the same city or town
• Within Australia normal post – between States
  • 2 business days between metropolitan areas of capital cities
  • 3 business days between metropolitan areas of capital cities and country destinations.
• Within Australia EXPRESS POST – All States except NT
  • Next business day delivery within all capital cities except Darwin.
• International Post – Usual delivery time is between 4 – 10 business days.

Please note that Superior Crystals cannot be held responsible for postal delays once the item is delivered to the carrier. This means that the risk of loss and the ownership for such items pass directly to you upon our delivery to the carrier.

Are there alternative shipping methods available?
We have found that Australia Post provides the most economical and reliable service for both domestic and international shipping.

• Within Australia – if you require a courier service we require you to arrange with your courier to pick up your order and for you to be responsible for all charges to the courier. Please contact us at sales@superiorcrystals.com for instructions.
• Internationally – courier services are extremely expensive however if you wish to choose another service please contact us at sales@superiorcrystals.com for instruction. The costs of your chosen service will be totally your responsibility.

Who is responsible for Postal Insurance?
The purchaser is solely responsible for postal insurance and we offer this service providing the full insurance costs are paid when you place your order. See our shipping policy for insurance rates.

Is Postal Insurance available?
Yes, insurance is available for both International and Domestic orders, please see our shipping policy for the additional costs that are your responsibility. Orders will not be Insured unless the full postal insurance has been paid.

Do we need to take out insurance for our items?
Insurance is strictly the responsibility of the purchaser and if you require this service then please pay the additional costs as outlined in our shipping policy. Please note that seller does not accept responsibility for items that may be lost in the post.

What is covered with Insurance?
Insurance cover of up to $5000 is generally available, although some countries have a limit lower than $5000, or restrict insurance to certain services only.

The International Post Guide provides country specific Insurance details.

If you are in the United States and purchase insurance, you receive:

• coverage against loss, theft or damage of your international mail
• proof of posting
• secure handling
• a signature on delivery

How do I make an Insurance Claim?
If your item is damaged or lost in the post, you need to contact us immediately at returns@superiorcrystals.com and return the items to us immediately together with the original packaging and container to enable us to lodge an Insurance Claim on your behalf. We require you to provide a written statement of the facts to support the Insurance Claim.

All customers must refer to and adhere to the terms of our returns policy

Can I return an item I have purchased from your website?
superiorcrystals.com offers a 100% exchange/return guarantee. We want you to be satisfied with your purchase.

For the full procedure please refer to our Returns Policy page.

How do I return a product to you?
All items must be returned, undamaged within 7 days of receipt in the original shipping container and packaging. All return shipping costs must be paid by you and reimbursement is at the discretion of Superior Crystals.

Our return and exchange policy is made in good faith and we wish to avoid the situations where people simply have a change of heart or mind. Please refer to the full return/exchange policy covered in our Terms and Conditions.

Please do not return any items before contacting us for directions.