Shipping & Returns
SHIPPING
ORDER PROCESSING
Online orders are processed and/or shipped Mondays - Fridays. We do not process or ship orders on Saturdays, Sundays or National Holidays. Orders placed within this timeframe will be processed and/or shipped on the next business day.
Orders placed after 12:00 PM EST Monday-Friday (excluding National Holidays) will be processed on the following business day. If an item is not in stock, you will be notified by our client service team within 24 hours of your online purchase.
Your item(s) will be individually packaged to maintain the integrity of the piece(s). A purchase receipt that reflects the details of your order will be enclosed inside of your package.
ORDER SHIPMENT
All packages are shipped through USPS and FedEx delivery services. At this time, Gem Pawnbrokers does not fulfill orders outside of the continental United States. In addition, we do not ship to Post Office Boxes (P.O. Box). All packages require signature confirmations.
Once your package is shipped, you will be notified via email with your package(s) information including your postal tracking number.
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ARRIVAL TIME FROM THE DATE YOUR ORDER IS PLACED |
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USPS Priority (2-3 business days) (Order must be placed by Noon Est. No weekend or holiday deliveries) |
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FedEx Overnight (1 business day) (Order must be placed by Noon Est. No weekend or holiday deliveries) |
Estimated arrival time for packages may be affected by the following external factors:
- Weather
- Federal Holidays
- Disruptions experience by the shipping/vendor companies
Additionally, specific client preferences on orders may also affect the estimated delivery times for ordered items.
RETURNS
REQUEST FOR REFUND
Refund requests must be made within 15 days of original shipping date. Shipping charges of any kind are non-refundable. Refunds will only be made in the original form of payment. Refunds typically take 3 - 5 business days to reflect on your account. Processing time for refunds may vary based on credit card provider and/or banking institution. Items are not eligible for refund after 15 days of original shipping date.
Items must be in the original condition in which they were received, including original packaging and protective wrappings. Requests made for damaged/missing items will not be processed or processed with a 10% restock fee contingent upon the extent of damage. Additionally, request made for items that show signs of where are also subject to a 10% restock fee and/or will not be processed.
IN STORE RETURNS
Items can be returned at any of our store locations. Our stores will gladly accept returns within 15 days of the original shipping date.
Our stores generally operate from 9 AM – 6 PM, however the hours of operation vary by location. Customers must provide the original purchase receipt(s) to return any item(s). Requests made without original receipt will not be processed.
In store refunds will only be made in the original form of payment.
RETURNS BY MAIL
For online return requests only, please email our Client Services by email us at ecom@gempawn.net. The email subject must read “RETURN REQUEST.” The body of your email must clearly state the following information:
- Order number for the purchased item(s)
- Name & description of item(s) you are returning/exchanging
- Reasons for the request
Please allow 24 hrs for a reply from our Client Services team with further instructions on how to process your request.
CANCELLATIONS
CANCELLED ORDER
Customers have 24hrs to cancel any order. If cancellation is requested after item(s) have been processed, customers will only be reimbursed the price of the item and not the shipping fees. If cancellation is requested after item(s) have been shipped, customer must contact Client services by email at ecom@gempawn.net to process a refund.
PRICE ADJUSTMENTS
Prices are subject to change without notice. We reserve the right to cancel orders containing erroneous prices including but not limited to those caused by technical or administrative errors on our part.