Frequently asked questions

Return Policy
Need to Return a Gem? gem.agency makes it Easy. We strive for customer satisfaction above all else. If within 30 days of receiving your gemstone(s) you become dissatisfied with your order, you may return it to us in original & undamaged condition. Gems may only be returned during this 30 day inspection period. Please Email GEMIC Laboratory for a Return Authorization Number (RAN) and Additional Return Instructions. NB: Orders returned to us without a RAN will be refused and returned to the sender. Return packaging and shipping fees are the responsibility of the sender. All sales are final after 30 days (returned items must be postmarked within 30 days of the date of the order being received). Please do not refuse postal delivery, should you wish to cancel an order after it has been shipped, but before it has been delivered. If the order is refused, the customer shall bear responsibility for the full value of the items if lost and all brokerage charges and duties incurred upon its return. Additional Information for orders placed outside of the United States: In many countries, declared shipments may be subject to applicable customs fees and taxes. Buyers are responsible for any customs, tax and duties owed. Returns made due to the aforementioned cannot be authorized. **All refunds are made via the same method as payment received. Shipping, insurance and credit card processing costs are non-refundable. There is no restocking fee. No replacements offered. More Questions? Contact us
Security and Privacy

Security & Privacy

GEMIC Laboratory is concerned about the safety and security of our customers. We ensure that our transaction process is extremely safe and that our customer's information is secure.
Payments
All payment and credit card information is handled on a secure page by PayPal. We have no access to your credit card or financial information. PayPal security information
Personal Information
GEMIC Laboratory respects personal information on its website. Your email address may be used temporarily to generate an email or order.
Privacy Pledge
We will never sell your email address, browsing patterns, or any other information.
Cookies
GEMIC Laboratory uses browser cookies to enhance your visit and enable our online shopping cart. No personal information is stored in cookies. Cookies must be enabled to access all the features of our site. For more questions please contact us.
Gem Certificates
You may order a certificate when you add an item to your cart. To do this, click the link "add gem certificate for this item" on the item detail page above the "add to cart" button. This will open the certificate options.
Guarantee
All items are guaranteed at GEMIC Laboratory. We ensure that you always get what you pay for.
Authenticity
All gems at GEMIC Laboratory are guaranteed to be as stated. Our expert staff carefully inspect and measure each gem.
Natural Gemstones
Every gemstone from GEMIC Laboratory is a natural gem created by the Earth. We do not deal in synthetic or lab-created "gems".
What You See, What You Get
Each gem photograph is of the actual gem you will receive. We do not use stock photographs or similar photos for different stones.
Guarantee
All points above are backed by our 100% money-back guarantee. We stand by our gems, as our customers stand by us.
Payment Options and Policies
Checking-out is safe, secure and easy with GEMIC Laboratory. We provide the following flexible payment methods for completing your order:
  • Pay by credit card via PayPal (no PayPal account required) PayPal accepts Visa, Visa Delta, Visa Electron, MasterCard, EuroCard, Maestro and American Express. PayPal security information.
  • Pay with your PayPal account We have been a verified PayPal member. Note: If you do not have an account, you can easily open a new account by following the on-screen directions.
  • Pay by Western Union transfer When paying by Western Union transfer, your items will be reserved for three days. Please email us the unique money transaction number (MTN #) for your transfer. Once the funds have been received, we will process your order. Note: Transfer fees must not be deducted from the received amount.
  • Pay by direct bank transfer When paying by direct bank transfer, your items will be reserved for three days. Please email us the bank transfer reference code once you have initiated payment. Once the funds have been received, we will process your order. Note: Transfer fees must not be deducted from the received amount.
Once you're ready to check-out:
  1. Review your shopping cart and select your shipping method. We offer the following two shipping methods and rates; EMS (3-4 days) Standard Worldwide International Airmail (10-21 days)
  2. Click "continue checkout" and enter your shipping address.
  3. Choose your payment method and click "pay now".
Enter your billing information, or print the on-screen instructions for money transfers. Once your order has been successfully placed, you'll receive an email confirmation from us at info@gem.agency. Note: Please be sure to add "info@gem.agency" to your list of safe email contacts in order to ensure that you can receive our shipping and order confirmation emails. If you do not receive any email from us, please be sure to check your spam or junk email folder. Currency Credit card and PayPal payments will be charged in US dollars only. Payments through Western Union or by bank transfer must be sent in US dollars only. When selecting a currency other than US dollars, the exchange rate for the current day will be used to convert the prices shown. PayPal and your processing bank (credit card issuing bank) will use their own exchange rates to convert the currencies, therefore, the charges in your selected currency will slightly differ from the prices shown in that currency on our website. GEMIC Laboratory will only charge the amount shown in US dollars. Any additional fees are exclusively based on PayPal's, your credit card issuing bank's or Western Union's policies.
IMPORTANT NOTE:
In order to use our website, you MUST have "cookies" and "JavaScript" enabled in your web browser settings. If you have placed an item into your shopping cart, but the item is not showing during check-out, this indicates that you do not have "cookies" enabled. If you're having problems with making payment or would like to discuss other payment options, please feel free to contact us.
Shipping
Please See Below for our Shipping Options: Free delivery to Phnom Penh & Siem Reap, Cambodia
Express Shipping - USD 35
Express shipments typically take 3-4 days for delivery and can be tracked online every step of the way. Parcels are fully insured. A signature is required upon delivery. Deliveries are Monday to Friday for most countries. No PO boxes (except UAE, Saudi Arabia and Kuwait), APO or FPO addresses may be used. Note: If you have a 'signature on file', please call EMS to revoke this authorization. Packages that are delivered without a signature, due to a 'signature on file' cannot be covered by our insurance carrier.
Standard Registered Mail - USD 6.99
We offer registered airmail to over 120 countries. Registered mail is insured for up to USD 200. Shipments take approximately 10-21 working days and require a signature upon delivery. There are no deliveries on Sundays.
Availability All gems shown as 'available' are in stock and ready for immediate shipping. Orders are processed within 1 working day Monday - Friday (excluding Khmer holidays). Additional Information for Non-USA shipments In many countries (not USA) properly declared shipments are subject to customs charges and tax. Registered mail takes longer, but typically avoids additional fees. We are happy to ship by EMS, but please note that we have no control over extra charges that may occur in your country. Note: Import tax or duty is the buyer's responsibility. Returned shipments that are refused because of such charges cannot be accepted. You may contact us if you require any special arrangements. Invoices All packages from GEMIC Laboratory include a complete invoice. Please contact us before placing your order if you need a customized invoice or no invoice at all.
Colored Gemstone Clarity Scale
GEMIC Laboratory uses the following clarity scale when grading gemstones: IF : Loupe clean - internally flawless; free of inclusions. VVS : Almost loupe clean - very, very slight inclusions; inclusions barely seen under 10x magnification. VS : Eye clean - very slight inclusions; slight inclusions can be seen by the trained eye or under 10x magnification. SI : Slightly included - small inclusions can be seen with the naked eye. : Included - inclusions can be seen with the naked eye.