Shipping policy

Shipping Policy

At PrimeLab Atelier, we provide shipping and delivery support for lab-grown diamonds, colored gemstones, fine jewelry, ready-to-ship items, and custom jewelry manufacturing orders for professional buyers.

Order Processing

Order processing begins after product details, quantity, material requirements, pricing, payment terms, and delivery information have been confirmed in writing.

For custom-made, made-to-order, personalized, modified, or special-order items, production or sourcing will begin only after the order is confirmed and any required payment or deposit has been received.

Processing and Production Time

Processing and production times vary depending on product availability, item type, material, quantity, customization requirements, quality control, certification requests, and order complexity.

Estimated lead times will be provided during the quotation or order confirmation process. Any stated processing or production timeline is an estimate and may be subject to change.

Ready-to-Ship Items

Ready-to-ship items may be processed more quickly than custom or made-to-order items. Final availability must be confirmed before payment and shipment.

Custom and Made-to-Order Items

Custom, made-to-order, personalized, modified, or special-order items require additional production time. The estimated timeline will depend on the confirmed specifications, materials, quantity, design requirements, and quality control process.

Shipping Methods

Shipping methods may vary depending on the destination, order value, item type, insurance requirements, and carrier availability.

Where applicable, we may use trackable shipping services. For high-value orders, insured shipping may be required or recommended.

Shipping Costs

Shipping costs are calculated based on destination, package weight, order value, shipping method, insurance requirements, and carrier fees.

Shipping costs, duties, taxes, customs fees, brokerage fees, insurance, and other delivery-related expenses are the responsibility of the buyer unless otherwise agreed in writing.

International Shipping

We serve professional buyers internationally. International orders may be subject to customs clearance, import duties, taxes, brokerage fees, and other charges required by the destination country or region.

PrimeLab Atelier is not responsible for customs delays, customs inspections, import restrictions, duties, taxes, brokerage fees, or other government-imposed charges.

The buyer is responsible for ensuring that the ordered items may be legally imported into the destination country or region.

Delivery Timeline

Delivery timelines are estimates and may vary depending on carrier service, customs processing, destination, holidays, weather, shipping restrictions, and other factors outside our control.

PrimeLab Atelier is not responsible for delays caused by customs, shipping carriers, incorrect delivery information, force majeure events, or circumstances beyond our reasonable control.

Shipping Address

The buyer is responsible for providing a complete and accurate shipping address, recipient name, phone number, and any required customs or delivery information.

PrimeLab Atelier is not responsible for delays, failed delivery, additional shipping fees, or lost packages caused by incorrect, incomplete, or outdated shipping information provided by the buyer.

Tracking and Delivery Confirmation

When tracking is available, tracking information will be provided after shipment.

For certain orders, signature confirmation, insured delivery, or additional verification may be required.

Risk of Loss or Damage

Buyers are responsible for reviewing the package upon delivery. If a package appears damaged, opened, or tampered with, the buyer should document the condition with photos or videos and contact us promptly.

For shipping-related claims, additional information, inspection, carrier investigation, or supporting documentation may be required.

Lost, Delayed, or Damaged Shipments

If a shipment is lost, delayed, or damaged in transit, please contact us as soon as possible with the order information, tracking number, photos or videos if applicable, and a written description of the issue.

We will review the matter and may assist with carrier communication or claim procedures where applicable. Resolution may depend on the shipping carrier, insurance coverage, order type, and circumstances of the shipment.

Return Shipping

Return shipping is governed by our Return & Refund Policy.

For eligible ready-to-ship returns or exchanges, the buyer is responsible for return shipping costs, duties, taxes, insurance, and related return expenses unless the return is due to a verified quality issue.

All returns must be approved in writing before shipment. Items sent back without prior authorization may not be accepted.

Contact

For shipping-related questions, please contact:

PrimeLab Atelier
Email: primelabatelier0@gmail.com

Guangzhou Xinshe Jewelry Co., Ltd.
Room 210, No. 2 Getian Street, Daluotang, Shatou Subdistrict, Panyu District
Guangzhou, Guangdong 511400, China