Shipping policy
Thank you for shopping with The Jade Guys. Please review our shipping policy to ensure a smooth and stress-free delivery experience.
Fulfillment & Shipping Schedule
- Fulfillment Time: Orders typically take 3 to 5 business days to process and prepare for shipment.
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Shipping Days: We ship orders once a week, every Friday. Orders placed later in the week will be included in the following Friday’s shipment.
Tracking & Liability
- Canadian Orders: All domestic parcels are shipped with tracking.
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International Orders: Tracking is available at the buyer’s expense.
If tracking is not selected, we are not responsible for delayed, lost, or undelivered packages.
Tracking information will be sent to your email once the order ships. Be sure to check your spam or junk folder if you don’t see it.
Damaged Items
If your item arrives damaged, please email info@thejadeguys.com within 7 days of receiving your order.
Include clear photos of both the item and the packaging.
If the issue is our responsibility, we’ll do our best to make it right.
Unclaimed or Returned Parcels
If a parcel is not picked up and is returned to us:
- You will be responsible for the cost of re-shipping.
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If you choose not to have it reshipped, you will still be charged for:
- The original shipping fee, and
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A 15% restocking fee.
To avoid issues, please provide a valid phone number at checkout—postal services may use this to notify you of attempted deliveries or pickups.
In-Store Pickup
- Orders marked for in-store pickup will be held for up to 6 months.
- After 6 months, storage fees may apply.
- If we don’t hear from you by then, we’ll reach out with a 1-month notice. If no response is received, your items will be forfeited and not returned.
- If you change your mind and prefer shipping instead of pickup, just reach out—we’re happy to arrange it.
Large, Fragile, & Wholesale Orders
We regularly ship oversized, fragile, and high-value items, including jade boulders, large carvings, and bulk rough material.
General Shipping
You’re welcome to arrange your own transport for convenience—at your own expense.
If you’d rather we take care of it, we can coordinate freight using our own vehicles or trusted logistics partners. Shipping rates will vary depending on size, destination, and handling requirements. Just contact us for a quote.
Wholesale Orders & International Freight
For wholesale orders over $10,000, international shipping follows standard trade protocols:
- Shipping is at the buyer’s expense.
- Our responsibility is to have the order ready at our loading dock or pickup point on the pre-arranged date.
- Depending on the location, we have either a forklift or grade-level loading dock, so no lift gate is required.
- We provide all required export paperwork (invoices, packing lists) to support your import.
Note: It is the buyer’s responsibility to arrange freight and complete the importation process—unless you’ve opted to have us manage it.
Optional Freight & Import Services
We are happy to assist with logistics and customs filings if needed:
- Within the USA, we can handle both shipping and import clearance.
- For international destinations, we can arrange freight to your port or doorstep, but you will still need to handle customs clearance and import duties.
- Additional filing and labor fees will apply for full-service handling.
We can accommodate shipments ranging from small parcels to pallets to full sea freight containers.
Questions?
If you have any questions about your shipment, pickup, or freight options, reach out to us at info@thejadeguys.com. We're here to help.