Delivery & Returns

1. Fully Insured Transit

Every single shipment dispatched by TR GEMS is fully insured from our polishing facilities to your delivery address. We partner exclusively with high-security logistics services to guarantee the safety of your inventory:

• Malca-Amit & Brinks: For high-value bulk loose diamonds and premium bespoke matched pairs.
• FedEx & DHL Express: For secure expedited express shipping of sample parcels or lighter freight.

Signature confirmation is strictly required upon delivery. Any package showing signs of tampering should be rejected and reported immediately to our sales dispatch department.

2. Processing & Dispatch Times

Standard in-stock loose diamonds are typically prepared, cert-matched, and dispatched within 3-5 business days. Custom-cut or large volume inquiries require manufacturing lead times, which are specified on the order invoice. Transit times vary by region:

• North America & Europe: 4-7 business days via express courier.
• Asia Pacific & Middle East: 3-5 business days.

3. Customs & Import Duties

For B2B wholesale transactions, the importer of record is responsible for all local customs clearance fees, VAT, GST, and luxury taxes applicable in their home country. TR GEMS provides all required international trade declarations, including Kimberley Process Certification sheets and certificate copies.

4. 30-Day Returns Policy

We take immense pride in the accuracy of our cuts and clarity. If you are not fully satisfied with your purchase, you may return loose diamonds in their original, unaltered condition within 30 days of receipt for a full refund or exchange.

Important Exclusions:

• Custom-cut diamonds specifically shaped to client design files.
• Stones that have been set into jewelry or altered/damaged post-delivery.
• Diamonds missing their original grading certificates (e.g. GIA / IGI certificates).

5. Resizing & Adjustments

To assist B2B jeweler clients, we offer complimentary resizing and layout alignment adjustments for matched jewelry pairs within 60 days of delivery. Shipping fees for adjustments are split between both trade parties.

6. Returns Checklist

To return a diamond shipment securely:

1. Contact your dedicated B2B account specialist to receive a Return Merchandise Authorization (RMA) number.
2. Pack the diamond in its original secure container, including all physical certificates and gemological sheets. (Missing certificates incur a reissue fee).
3. Ship the parcel using a fully insured, tracked courier (such as FedEx or Brinks) declared for the full value of the contents.
4. Once our Surat quality assurance team inspects the stone under microscope to confirm matches against our optical reference database, refunds are processed within 7 business days.