FAQ
Order Packing Request Requirements
Updated: Dec 18th, 2024
We strive to accommodate packing requests for our YouTube videos, but please note that meeting the following criteria does not guarantee your order will be featured:
- Minimum Order Amount: Only orders of $35 or more are eligible for YouTube packing. This helps us manage requests and ensures efficiency.
- Leave a Note: To request YouTube packing, include a note with your order. Requests made after placing an order may not be accommodated due to workload.
- Feature Rotation: To give others a chance, we may not feature your order if it was packed recently.
- Shipping Delay: Orders with YouTube packing requests may take up to 10+ Business days (this means Saturday & Sunday do not count) to process and ship.
Frequently Asked Questions (FAQ)
Q: Is shipping insurance included with my order?
A: U.S. orders include $100 of free shipping insurance. For additional coverage or international orders, please purchase a shipping insurance listing.
Q: When will my order ship?
A: Orders ship on Mondays, Wednesdays, and Fridays. Please allow 5-7 business days for processing. For YouTube packing requests, processing may take up to 10 business days. (Business days exclude weekends.)
Q: Can multiple orders be combined for shipping?
A: Yes, we’ll combine multiple orders as long as none have shipped yet and you use the same email address to purchase those orders.
Q: I want to add to my order without paying extra shipping.
A: Use the code "addon" at checkout to remove additional shipping charges for separate orders. Please only use this code if you already have an open order.
Q: Why don't you offer shipping to the EU anymore?
A: Due to policy and compliance changes, we no longer ship to the EU but we now ship to the UK.
Q: What if I have an issue with my order after it ships due to the post office or UPS?
A: We recommend you physically go to your local post office or UPS with any issues.
Q: Do I get a crystal scoop with my order?
All full-priced retail orders over $35 include a free crystal scoop while supplies last. We do our best to include them with every qualifying order, but they’re a fun bonus and not a guaranteed part of your purchase. Gifts are given at our discretion and are not based on favoritism or loyalty. Very occasionally, we may miss one by mistake — we’re human and pack a lot of orders — but please know it’s never intentional.
We combine any orders you place within 7 days into one shipment to save you on shipping fees. This counts as one order.
Please note:
If any of your combined orders include a coupon code or sale items, you will not receive a free scoop.
In that case, the gift is the discount, not an additional scoop.
Q: Can I request specific items in my crystal scoop?
A: Unfortunately, due to high demand, we cannot accommodate specific scoop requests.
Q: How do intuitively chosen listings work? Can I request a specific piece?
A: Intuitively chosen pieces are picked randomly, and specific requests cannot be accommodated. This keeps our prices lower compared to individually listed items.
Q: Do you offer discounts or accept offers?
A: We do not accept offers or provide discounts for special occasions like birthdays at this time. We do update our sale page and occasionally offer discount codes via email, or hidden in youtube videos or before gem shows!
Q: Do you have sales?
A: We do have a "sale" section that we update monthly!
Q: Can you verify if my crystal is real?
A: We no longer offer crystal verification services.
Q: I saw an item on YouTube/Instagram, but it’s not listed.
A: It’s likely sold out. Use the search feature to check availability.
Q: When will my YouTube packing video be posted?
A: We release new packing videos weekly. Orders featured are typically 1-2 weeks after you receive your order due to filming and editing time.
Q: When do you launch new crystals?
A: New crystals are launched weekly. Follow us on Instagram @coldbrewcrystals_official for updates or you can sign up for our email list.
Q: Do you offer payment plans?
A: Our website offers payment installments, and PayPal also offers payment installments.
Q: Do you hold or reserve crystals?
A: Yes, use the crystal reserve listing to hold items. Please email us at info@coldbrewcrystals.com to let us know which crystal you are putting on reserve. We cannot hold crystals from a gem show launch.
Q: Do you provide bracelet sizes?
A: Yes, refer to the product photos for wrist and bead sizes.
Q: What size are your rings?
A: Our rings are adjustable and fit up to size 11.
Returns, Refunds & Cancellation Policy
Q: Do you accept returns or refunds?
A: No, we do not accept returns or issue refunds for any orders.
Q: What if my package is broken, damaged, lost, or stolen?
A: We are not responsible for broken, damaged, lost, or stolen items. However, we offer several options to provide added protection:
- Shipping Insurance Add-ons: Available for purchase to cover your order.
- Signature Upon Delivery: Automatically added for orders over $500.
- Free UPS Upgrade: Provided for orders over $400. Alternatively, you can purchase a UPS shipping upgrade for added security.
Q: Are custom fees included in international orders?
A: Custom fees are not included, and we are not responsible for paying or reimbursing them. These fees are the buyer's responsibility.
Q: Do you offer refunds or replacements for international orders?
A: No, we do not accept returns or provide reimbursements or replacements for international orders.
Order Cancellations
We understand that things happen and are happy to cancel 1–2 orders per customer without issue. However, repeated cancellations can disrupt our workflow and inventory management.
We will allow up to 3 cancellations within a single calendar year. Beyond that, we may cancel all future orders from that customer. We encourage all customers to order responsibly and only commit to purchases they intend to keep.
Age Requirement Policy
You must be 18 years or older to place an order or communicate directly with Cold Brew Crystals. If you are under the age of 18, a parent or legal guardian MUST make purchases or reach out on your behalf. This policy is in place to protect both minors and our business. By placing an order or initiating communication, you confirm that you meet the minimum age requirements.
Right to Refuse Service
We are committed to creating a positive, respectful experience for all of our customers. We reserve the right to refuse or cancel service, orders, or access to our offerings in situations where a customer’s behavior is disruptive, abusive, threatening, fraudulent, or in violation of our posted policies.
This policy is applied fairly and without discrimination based on race, color, religion, sex, national origin, disability, sexual orientation, gender identity, or any other protected characteristic.