Contact information
Contact Information
Thank you for visiting DIY Jade. We are happy to help with questions about our products, orders, shipping, returns, exchanges, and other customer service matters.
Store Name: DIY Jade
Customer Service Email: support@diyjade.com
Customer Service Hours:
Monday to Friday
9:00 AM–6:00 PM Eastern Time
Excluding public holidays
We usually respond to customer inquiries within 24 hours during our customer service hours. For complaints or more complex issues, we aim to provide an initial response within 48 hours.
1. Order Questions
If you have a question about an order, please include your order number and the email address used when placing the order.
You can contact us for help with:
- Order status;
- Order confirmation;
- Shipping and tracking information;
- Address changes before shipment;
- Order cancellation requests before shipment;
- Payment or checkout questions; and
- Other order-related concerns.
Please contact us as soon as possible if you need to change or cancel an order. We will try to assist before the order is processed or shipped, but changes or cancellations cannot be guaranteed after shipment.
2. Shipping Questions
For shipping questions, please include your order number and tracking number, if available.
You can contact us about:
- Delayed deliveries;
- Missing or lost packages;
- Damaged packages;
- Incorrect delivery information;
- International delivery questions; and
- Customs or delivery issues.
Eligible domestic and international orders with a merchandise subtotal of $69 USD or more qualify for free standard shipping, subject to the terms of our Shipping Policy.
3. Returns, Exchanges, and Refunds
For return, exchange, or refund requests, please contact us before sending any item back.
Our return policy allows eligible customers to request a return or exchange within 30 days of delivery.
Please include:
- Your order number;
- The item you would like to return or exchange;
- The reason for your request; and
- Photos if the item is damaged, defective, or incorrect.
Do not send a return before receiving return instructions from us. For complete information, please review our Return and Refund Policy.
4. Damaged, Defective, or Incorrect Items
Please inspect your order when it arrives.
If you receive a damaged, defective, or incorrect item, contact us as soon as possible at support@diyjade.com.Please include clear photos of the item, packaging, shipping label, and any visible damage or defect.
We will review the issue and provide appropriate instructions or a resolution.
5. Product Information
Our products may be made with natural jade or other natural materials. Natural materials can vary in color, pattern, texture, transparency, size, and surface characteristics.
These natural variations are normal and may cause individual items to look slightly different from product photographs. Product images may also appear different depending on your device, screen settings, lighting, and other factors.
We make reasonable efforts to ensure that product descriptions, measurements, materials, and images are accurate. Please contact us before placing an order if you need additional product information.
6. Custom and Personalized Orders
Customization or personalization may be available for selected products.
If you are interested in a customized item, please contact us before placing your order to confirm:
- Whether customization is available;
- Available design or personalization options;
- Production time;
- Price;
- Shipping time; and
- Whether the order can be cancelled, returned, or exchanged.
Customized or personalized items may not be eligible for cancellation, return, or exchange once production has started, except where the item is damaged, defective, incorrect, or otherwise covered by applicable law.
7. Business Inquiries
For wholesale, collaboration, supplier, media, or other business inquiries, please contact:
Please include the nature of your inquiry and your contact information. We will review your request and respond when appropriate.
8. Mailing and Return Address
Our mailing and return address is:
DIY Jade
795 Manchester St
Lexington, KY 40507
United States
Please do not send returns to this address without first receiving return approval and instructions from our customer service team.
9. Contact Us
We appreciate your interest in DIY Jade and will do our best to provide helpful and timely assistance.