Lattice Gems ("we" and "us") is the operator of (https://latticegems.com) ("Website"). By placing an order through this Website you will be agreeing to the terms below. These are provided to ensure both parties are aware of and agree upon this arrangement to mutually protect and set expectations on our service.
GENERAL
Subject to stock availability. We try to maintain accurate stock counts on our website but from time to time there may be a stock discrepancy and we will not be able to fulfill all your items at the time of purchase. In this instance, we will fulfill the available products to you, and contact you about whether you would prefer to await restocking of the back ordered item or if you would prefer for us to process a refund.
SHIPPING COSTS
Shipping costs are calculated during checkout based on weight, dimensions and destination of the items in the order. Payment for shipping will be collected with the purchase. This price will be the final price for shipping cost to the customer. Should the customer fulfill a minimum of USD99 on orders, free shipping is included.
Incorrect Item Delivered
Lattice Gems will accept returns on incorrect items delivered, and process a refund or send the original product ordered. Once returns are received and accepted, refunds will be processed to store credit for a future purchase. We will notify you once this has been completed through email. Lattice Gems will refund the value of the goods returned but will NOT refund the value of any shipping paid. Customers will be required to pre-pay the return shipping. Upon return receipt of items for warranty claim, you can expect Lattice Gems to process your return within 3 days. Once your claim is confirmed, you will receive the choice of:
(a) a refund in store credit
(b) a replacement item sent to you (if stock is available)
DELIVERY TERMS
Lattice Gems uses the USPS for shipping.
Transit Time Domestically
In general, domestic shipments are in transit for 2 - 7 days
Transit time Internationally
Generally, orders shipped internationally are in transit for 4 - 22 days.
DISPATCH TIME
Orders are usually dispatched within 2 business days of payment of order. Our warehouse operates on Monday - Friday during standard business hours, except on national holidays at which time the warehouse will be closed. In these instances, we take steps to ensure shipment delays will be kept to a minimum.
CHANGE OF DELIVERY ADDRESS
For change of delivery address requests, we are able to change the address at any time before the order has been dispatched.
P.O BOX SHIPPING
Lattice Gems will ship to P.O. box addresses.
MILITARY ADDRESS SHIPPING
We are able to ship to military addresses using USPS.
ITEMS OUT OF STOCK
If an item is out of stock, we will cancel and refund the out-of-stock items and dispatch the rest of the order.
DELIVERY TIME EXCEEDED
If delivery time has exceeded the forecasted time, please contact us so that we can conduct an investigation.
TRACKING NOTIFICATIONS
Upon dispatch, customers will receive a tracking link via email from which they will be able to follow the progress of their shipment based on the latest updates made available by the USPS.
PARCELS DAMAGED OR LOST IN TRANSIT
Lattice Gems will not be responsible for damaged parcels in transit. However, as a show of goodwill, we will conduct an investigation with the USPS and file an insurance claim with the USPS. There is no guarantee that the insurance claim will be approved. We will process a refund as soon as the USPS has conducted an investigation and processed the refund back to us.
DUTIES AND TAXES
Sales Tax
Sales tax has already been applied to the price of the goods as displayed on the website.
Import Duties & Taxes
Import duties and taxes for international shipments may be liable to be paid upon arrival in the destination country. This varies by country, and Lattice Gems encourage you to be aware of these potential costs before placing an order with us.
If you refuse to pay duties and taxes upon arrival at your destination country, the goods will be returned to Lattice Gems at the customers' expense, with no refunds.
INSURANCE
Parcels are insured for loss and damage up to the value as stated by the USPS. For additional insurance coverage, the customer may pay the additional expense.
CUSTOMER SERVICE
For all customer service enquiries, please email us at hello@latticegems.com
