questions about our company, products/services, policies, and more
Frequently Asked Questions
Welcome to our FAQ page, where you can find answers to the most commonly asked
Order Questions
Shipping Questions
Products Questions
Payment Questions
Refunds & Returns Questions
Q1: HOW TO MAKE AN ORDER
- Choose and add items to your shopping cart. Make sure the color, size and quantity etc is what you want.
- In the check out webpage, correct shipping address, most economic shipping method and suitable payment method is necessary. Besides, please add comments if you have special requests on the order.
- An order number will be shown automatically once you click the Finished Your Order button
- When the payment is confirmed, the order will be started within 2 business days.
- All information can be tracked during the production; the parcel will be shipped out quickly once the items are ready.
- The tracking number will be provided to you for tracking the status of your order.
Q2: WHERE TO CHECK HISTORICAL ORDERS？
Your Accounts Center is a place where you can view historical orders, download or print invoices.
Q3: HOW LONG AFTER I PAY CAN I EXPECT TO RECEIVE MY ORDER?
- Order preparation time : standard order preparation time is two working days,but if we don’t have stock, it may take 3-5 working days. however, we will try our best to prepare the item ASAP after you place an order on our website.If the order is delayed, we will take the initiative to contact and inform you of the reason.
- Shipping Method: Delivery time varies with shipping methods, Please check the shipping policy at the top of the website.
- If everything goes well, you should receive your items within 10 working days.
Q4: AFTER PAYMENT, HOW CAN I KNOW ABOUT MY ORDER STATUS?
Throughout the entire shopping process, emails will be sent to you every time the order status is updated, including order confirmation emails, shipping tracking number emails, and order delivery emails.
If you know your order number and email,you can track your package under the Order Tracking section at the bottom of mldcryst.com .
If you do not know your order number, you can log in to your online shopping account to retrieve it, Your Accounts Center is a place where you can view historical orders, download or print invoices.
If you do not have an online shopping account, you can contact us. We will help you check your order
Q5: HOW TO CHANGE SHIPPING ADDRESS ?
- If the goods have been sent
Please contact us as soon as possible, we will contact our logistic agent change address, the cost incurred by the change of address shall be borne by the customer. Please check the address carefully after placing the order. - If the package is not sent
Directly contact us to change the address
Q6: IF I WANT WHOLESALE CAN I ENJOY DISCOUNT?
The price on our website is wholesale price already, if your quantity is really large, we will consider according to the size of your order for more information please contact us.
Q7: WHY WAS MY ORDER CANCELED?
Your order may have been canceled for the following reasons:
For your protection, we cancel any orders that are flagged as suspicious by our Risk Management Team.
We are not responsible for pricing, typographical or other errors in any offer and reserve the right to cancel any orders resulting from such errors, even after the order has been accepted.
We do not charge our customers for canceled orders.
Q8: MAY I CANCEL OR CHANGE AN ORDER?
- Cancel Your Order after Payment
For paid orders, usually we will process once we receive the payment, so if you want to cancel it, kindly let us know in the first 2 days. You can ask for a refund or keep your payment as a credit. In our situation, we hope you can keep the paid orders, as once we start production, the lost will be caused by the cancellation.
If the order has been finished and ready for shipment, but you want to cancel it, we will charge 20% of goods value to recover the lost.
If the package has been sent out, we cannot cancel or change the order. - Change Your Order after Payment
Please contact us to pause the processing of your order at the earliest time, we will try our best to change the order according to your request. But once the goods are finished and can’t be changed again, hope you will agree to keep the finished goods.
Q9: ADD SOME ITEMS TO MY EXISTING ORDER
Please contact us and we will send you an invoice and payment link. There is no additional shipping fee for adding items.
Q1: LATE DELIVERY COMPENSATION
From 12 May 2022
All products on our webiste are guaranteed to be delivered within 14 working days. If you buy any product through our site, you are protected if you don't receive your order on time.
If we don't meet our delivery promise, you will receive a 8-50USD Gift Card within 10 business days after warranty date.（Gift card amount based on order value).
"On-Time Guarantee" orders is Counts from the day after your payment.
"14 Days On-Time Guarantee" excludes the following Chinese statutory holidays:
Chinese labor day holiday(May 1st - 5th)
Dragon Boat Festival(June 6th - 8th)
Mid-Moon Festival(September 14th-17th)
National Day(October 1st - 7th)
Chinese Spring Festival Holiday(January 28th - February 3rd)
Q2: HOW CAN I TRACE MY SHIPMENT?
Once your order is shipped out, our system will inform you the tracking Number by email, so that you can trace your order on the relevant website.
The logistics situation can be inquired on the day the goods are sent.
If you remember your order number and email,you can track your package under the Order Status & Tracking section at the bottom of our site.
If you do not remember your order number, you can log in to your online shopping account to retrieve it, Your Accounts Center is a place where you can view historical orders, download or print invoices.
LOG IN TO ACCOUNT CENTER
If none of the above works, you may have entered the wrong email address when placing your order, you can contact us. We will help you check your order
Q3: HOW LONG DOES IT TAKES TO SHIP?
Please check through the shipping policy on the top of our site
Q4: HOW TO PICK UP MY GOODS?
We provide door-to-door transportation.
All shipping methods we provide are sent directly to the address you provide, it is a very convenient form of transport for the ordering party himself, who does not have to deal with formalities resulting from international transport. Furthermore, we takes full responsibility for transport.
If the goods are lost or damaged, we will compensate you according to the actual price
Q5: SEA SHIPPING(DDP)
1.SEA-AIR SHIPPING
Sea-air shipping can save a lot of shipping fees. The disadvantage is that the transportation time is relatively long, usually 30-40 days,the advantage is that the shipping fees is very cheap.
The packages are first sent by container ship and then to UPS, DHL, or FedEx air transport.
For orders over 21kg, you can select sea-air shipping.
Please contact us for more details
2.SEA-GROUND SHIPPING
For items of excessive weight or volume, the cheapest and safest way to transport. The packages are first sent by container ship and then to truck transport.
Items are usually placed on wooden pallets, for items such as crystal clusters, they may be packed in wooden boxes.
For orders over 500kg Or a single item over 100kg, recommend Sea-ground Shipping.
Please don’t worry about this shipping method, it’s not troublesome at all. In the past year, we have had hundreds of wholesale customers choose sea shipping. The biggest advantage is cost savings.We work with very reliable shipping companies,No need to submit complicated documents, we will take care of everything, just tell us your address, the goods will be delivered directly to your door.
Please contact us for more details
DDP—DELIVERY DUTY PAID
A Delivery Duty Paid agreement means the seller assumes all the responsibility, risk, and costs associated with transporting the goods until the buyer receives them at an agreed destination, which could be , fulfillment center, or the buyer’s doorstep.
DDP indicates that we assumes all the risk and transportation costs,Customs and Brokerage charges for shipping to the USA/UK/CA/AU/NZ will be borne by us.
The seller is responsible for:
Shipping costs
Export and import duties and licenses
Customs documentation
Taxes, including VAT
Insurance
Storage costs if there are delays
Replacement costs if goods are damaged or lost in transit
Final delivery to the agreed destination
Q1: Shungite
What is the difference between Elite and Regular Shungite?
Shungite is a black stone found only in Karelia, Russia. There are two or three types of Shungite, depending on the source, based on the stones' carbon content: Elite Shungite, Black, and Gray Shungite.
In 1996, Sir Harold Kroto, Robert Curl, and Richard Smalley won a Nobel Prize for their discovery of fullerenes. Shungite is the only known stone that has fullerenes or hollow molecular carbon cages in its unique structure. There are three main types of Shungite available on the market. The main difference between the Shungite types is their organic carbon content. Other sources mention only two types of Shungite: the Elite and the Regular Shungite.
The three types of Shungite
Certain sources mention three types of Shungite: Elite, Black, or Gray Shungite, while others only two types Elite and Regular. The Black and Gray Shungite are both Regular Shungites and the Gray Shungite has the lowest carbon content.
1. Elite or Noble Shungite is the highest quality Shungite. It contains over 90% of carbon. It is a rare black stone with a silvery shiny appearance, and it's very fragile. Due to its high carbon content, this type of Shungite has the most powerful benefits in healing and EMF protection.
2. Black Shungite or Petrovsky Shungite contains 75-50% carbon; it has a deep black color, similar to coal. Black Shungite is industrially mined, and due to its composition - carbon, other minerals, and chemical elements - can be cut in various shapes and polished.
3. Gray Shungite contains only 50-30% carbon, it has a dark gray color. It can be cut and polished in any shape. A wide variety of products are made from Black or Gray Shungite including Shungite bowls, plates, pyramids, spheres, cubes, towers, phone stands, flat pocket stones, skincare products, and jewelry.
All shungite products on our website are Gray Shungite, Cannot conduct electricity because the metal content is too low.
Q2: OBSIDIAN
Q3: PINK OPAL
Pink opal is a common opal ranging from a solid rose color to deep pink with white or black inclusions,due to its low hardness, even fingernails can leave scratches, be careful when unpacking.
When unpacking, be careful not to touch the stone with a knife!
Q4: YOOPERLITE(UV REACTIVE)
Before selling the yooperlite, it is best to prepare a UV lamp, which can be purchased online.
These seemingly normal, gray rocks are rich with fluorescent sodalite and glow a vibrant orange and yellow under a UV light.
Every yooperlite we sell is inspected with UV light.
Q5: Glue
Our glue is specially made, made from three different glues, Tens of thousands of products have been sold, less than ten customers reported stones falling off.
Q6: STAINLESS STEEL JEWELRY
On stainless steel, a mirror finish is a highly-polished commercial finish characterised by a bright, shiny and reflective surface.we use green stainless steel polishing compound, but the polishing compound will turn into black dust and adhere to the surface of the product after polishing, It is difficult to clean completely, which is also the disadvantage of stainless steel jewelry,If the stainless steel jewelry you purchased has this problem, you can clean it with hot detergent water, After cleaning, this problem will not occur.
Not every stainless steel product has this problem. Black dust mainly exists in products with complex patterns,although stainless steel products have the disadvantages of being easy to break and producing black dust, but they are very cheap,
we sell thousands of stainless steel rings every month.If you want high-quality jewelry, consider our S925 silver jewelry.
Q7: FLUORITE&MALACHITE
Due to its low hardness, when unpacking, be careful not to touch the stone with a knife!
Q8: S925 SILVER JEWELRY
Sterling silver is a popular metal for jewelry, and 925 sterling silver is a high-quality alloy that contains 92.5% pure silver and 7.5% other metals, usually copper.
The S925 silver rings/pendants we sell are individually packaged in sealed bags to prevent them from oxidizing and losing their luster,you don't have to unpack it until you sell it.
What to do if your S925 silver rings/pendants turns black？
Soak in cola for three minutes and then wipe(This is our unique technique,please note that it must be black Coca-Cola),then you will find that your ring has returned to its original state.please do not soak for too long to prevent the gemstone from falling off.
By following these tips, you can help keep your 925 sterling silver jewelry looking its best for years to come.
Q1: PAYMENT METHOD
Wherever you are in the world, and whatever size order you might have, we have multiple payment solutions to get your factory production started. After you have done it once, you’ll discover that international trade is as easy as a visit to your local convenience store.
Our website supports PayPal and credit card payments and bank transfer, but If you need use other payment methods, please contact us.
PayPal enables you to send payments quickly and securely online using a credit card or bank account. When you select Paypal as the payment method, you just need to check out the order directly and then pay as the prompt.
You can pay as a guest(in case you do not have a paypal account) and use your credit card such as Visa or Mastercard.
a) Payment is traceable. You can trace the status of your payment using your PayPal account.
b) Payment does not require you to use your credit card online (you can transfer directly from your bank account).
c) PayPal will protect your personal details if you choose to pay by credit card, which limits the risk of unauthorized use.
Q2: HOW TO PAY WITH CREDIT/DEBIT CARD?
It’s easy to use a credit/debit card to pay for your orders.
Once you are at the payment checkout, you need to choose “Pay Using Debit/ Credit Card.
Then, type the 16-digit Debit Card number which is on the front side of your Debit Card. You will also have to enter the expiration date of the card.
Once you’ve entered the Debit Card details, you may be asked for a CCD, CVV, or similar security code. In most cases, it is a three or four- digit code that helps prove that you are authorized to use the card. This code is mostly found on the back of the cards.
Once you are through the payment portal, you will be asked to enter a unique transaction code or an OTP (one-time password) that is sent to the mobile number linked to your Debit Cards. Once you enter the number, your transaction is verified, and you receive a notification.
The ones with no PayPal account need to choose the PayPal as a guest/Pay by credit or by debit option, where they can pay using their Visa, Mastercard. All the other payment methods available for your account (AMEX, Discovery) are still routed through credit/debit cards option
1.On your Shopping Cart page, click “finish your order “after reviewing your items, then you will go to payment page.
2.The page will redirect to PayPal, click "pay with credit or debit card"
3.Fill in your credit card information.
Please contact PayPal or your credit card company for assistance if any credit card or debit card transaction issues arise.
Q1: WHATS YOUR REFUND POLICY FOR RETURNS?
Please allow 3 to 5 business days for us to process your return, and up to one week after the processing period to receive a refund to your original form of payment.
Refund-Policy
Q2: WHAT SHOULD I DO IF THE GOODS I RECEIVED HAVE PROBLEM?
Generally, all orders need to be processed with many steps by different departments until you receive them, such as order-processing department, financial department, assignment department, purchase department, quality control department, logistics department etc. We will try our best to do a good job, thus our customers can receive the goods with satisfaction.
But sometimes mistakes might happen due to some staff’s carelessness or transport problem, we have been always trying our best to improve our management and service, as well as other aspects.
If you receive the goods that has problem, please contact us ASAP.
Important Notice:
Once you receive the packages, please check with the below points for attention:
1. Package Checking: Please confirm if the quantity of arrival packages is same as the shipment bill write and the integrality of the packages, do not sign for if there is any problem;
2. Goods Checking: Please check the goods once you receive them, referring to packing list in each carton;
3. Valid time for Complaint: Please make sure to submit your complaint within 7 days after you receive the goods, if exceed 7 days we are unable to deal with the problem for you.
When you submit the complaint, in order to save time for a quick solution, please advise us what the detail problem is and advise us the detail quantity, also clear pictures of all the imperfect items once time. Sorry for the inconvenience of you collecting these necessary information:
1. Quality Problem: If the goods you received have quality problem, please kindly advise us details, including exact quantity of unqualified items and close-up pictures to show the problems.
2. Color Differences: If the items you received are in wrong color, please send us clear pictures for our checking and advise us quantity at the same time.
3. Wrongly-sent items: If you receive wrong goods, we will much appreciate it if you can send us pictures,
Then we will check the problem, and give the best solution to you.
4. Quantity Problem: If the quantity of items is less than what you ordered, please advise us the specific quantity you received by close-up pictures with scale (the weight of single piece and total weight of this item), then we can check further with the weight information.
5. Size Problem: If the goods you received are in wrong size, please send us pictures of the items together with calipers or ruler to show the size you received.
6.Packing Problem: If the goods are not packed as your request, please advise us the item number you referred to together with a picture for our checking.
7.Broken Goods: If the goods arrived in broken status, please check and confirm the quantity, then send us close-up pictures for checking. We can refund you accordingly once confirmed.
8.Missing: If you did not receive an item or some items, please kindly check if they are lost in the corner of the box, mix up with other items, or mis-packed in wrong boxes; if not, please kindly advise us the total weight you received and show us pictures of the packing list.
Warmly Reminder:
For all complaint issues in processing status, if we can not receive reply or confirmation for our suggested solutions over one month, we will close the complaints and think that customers have agreed with our suggestions, hope you can kindly understand.
For items that need to be returned and remade, please kindly be noted that we just can re-arrange the production after received the returned parcel.
For taking pictures, please kindly try to help us to take pictures for checking if needed. We will much appreciate for your time and cooperation.
Complaints in below conditions are not acceptable:
1. Length & Weight: the difference is within 1.5% of the total length or Weight.
2.The buyer bought the wrong product/size/weight due to negligence.
3.Time limit: all problems should be forwarded within 7 days after receiving.
We welcome customers to submit any feedbacks concerning our products and we will do best to improve upon your kindly help.
