FREQUENTLY ASKED QUESTIONS
I'm an American customer - will I have to pay tariffs on any pieces I order?
No, any tariffs have been paid in advance by Willow Pond Gemstones and there are no additional costs to you.
What is Shop Pay ?
Shop Pay is an accelerated checkout that lets customers save their email address, credit card, and shipping and billing information so that they can complete their transaction faster the next time they are directed to the Shopify checkout.
How long does it take to process & ship my order?
Orders are processed and shipped within 1-2 business days unless otherwise stated. Should a product be out of stock, you will be notified immediately with an estimated processing and shipping date.
What are the Shipping Rates & Delivery Times?
Free Standard Shipping in Canada via Canada Post with an estimated delivery within 5-7 business days.
Tracked Shipping in Canada via Canada Post - $10.00 with an estimated delivery (depending on location) of 3-5 business days.
Tracked Shipping in U.S. via Canada Post - $14.00 with an estimated delivery of 7-10 days business days.
Tracked International Orders via Canada Post - $21.95 with an estimated delivery of 20-30 business days.
Delivery times are estimates only.
Do you offer Refunds or Exchanges?
We do not offer any refunds or exchanges on bracelets for health reasons. However if your jewelry arrives damaged, we will offer a refund if we are notified within two days and the item is returned to us. (See below).
How do I take care of my Bracelet?
Stones can get chipped or scratched. Please store in the pouch received with your purchase.
Rolling the bracelet over the hand rather than stretching it over your hand will help retain the life of the elastic.
Do not wear in water, leave in direct sunlight or spray perfume directly on the bracelet. If dirty, stones can be wiped gently with a damp cloth.
Willow Pond is committed to your satisfaction. Should a piece need repair within 30 days from purchase you can return the item to us in a bubble envelope. The item will then be repaired & returned back to you at no charge.
Updated March 2026
