Shipping & Refund Policies & Disclaimer

Order Processing

  • Processing Timeline: Orders are typically processed (fulfilled and prepared for shipment) within 3–5 business days (Monday–Friday). This processing window does not include transit time after the package has been shipped.

  • Weekend/Holiday Orders: Orders placed on weekends or U.S. holidays will begin processing on the next business day. Our fulfillment team operates only on regular business days to ensure quality handling of each order.

Custom Orders

For custom-designed or made-to-order pieces, please allow additional time for production before shipment. Such custom orders require extra crafting time beyond our standard processing window.

We will provide you with an estimated production timeline when you place a custom order, so you know approximately when your unique piece will be ready to ship.

Your patience allows us to create your jewelry to the highest standard of quality.

Domestic U.S. Shipping

  • Standard Delivery Time: For shipments within the United States, standard shipping typically delivers in about7–14 business daysafter dispatch.Actual delivery times can vary depending on your location and the carrier’s transit times. We will send your order from our facility as soon as it’s ready, but please note that cross-country shipments or remote locations may be on the longer end of this time frame.

  • Shipping Carriers: We ship via trusted major carriers such asUPS, USPS, or FedEx, selecting the best option based on your destination to ensure a safe and timely delivery. All carriers and methods we use provide package tracking for your peace of mind.

  • Expedited Shipping: If you need your order sooner, expedited shipping options may be available at checkout for an additional charge. Choosing a faster shipping method can shorten transit time (e.g. to a few business days), but expedited orders will still adhere to the standard 3–5 day processing time before shipment. Any available expedited or express shipping services and their costs will be shown at checkout.

Shipping Costs

  • Calculated at Checkout: Shipping costs are calculated automatically at checkout based on your delivery address and the shipping speed/method you select. This ensures you receive an accurate shipping rate for your location and chosen service. You will see all available shipping options (standard or expedited) and their prices before you confirm your order.

  • No Hidden Fees: The shipping fee shown at checkout is the final cost for the chosen shipping method (excluding any applicable sales tax). We do not add any hidden handling charges. If any free shipping promotions or minimum order thresholds apply, those will be automatically applied to your order when eligible.

Order Tracking & Notifications

  • Shipping Confirmation: Once your order has shipped, we will send you a shipping confirmation email with your package’s tracking number and a direct link to track your shipment. This email is typically sent on the same day your order departs our facility.

  • Real-Time Tracking: The tracking number allows you to monitor the real-time delivery status of your package online, from our door to yours.You can click the tracking link or enter the number on the carrier’s website to see up-to-date movement and estimated delivery date.(Please note that tracking updates may take ~24 hours to appear after you receive the shipment email, as the carrier updates their system.)

  • Delivery Updates: We recommend double-checking that your email address and shipping address are entered correctly at checkout, so you will successfully receive all tracking updates. If you have any concerns about your shipment’s status or if the tracking information hasn’t updated after a reasonable period, feel free to reach out to our customer service for assistance.

International Shipping

At this time, we do not offer international shipping for our regular jewelry collections through the online store. We currently ship orders to U.S. addresses (all 50 states, U.S. territories, and APO/FPO military addresses) only.

However, international shipping may be possible for custom-designed pieces on request. If you are outside the United States and interested in a bespoke Frog & Crystal item, please contact us directly to discuss options.

We will do our best to accommodate special requests for international delivery of custom orders. (Additional charges, import taxes, or duties may apply for any approved international shipments, and we would communicate those details during the arrangement.)

Packaging & Presentation

All orders are processed within 3–5 business days.

Domestic delivery within the United States typically takes 7–14 business days, depending on region and carrier schedule.

For custom-made pieces, please allow additional time for production, as each bracelet is individually handcrafted.

You will receive a tracking number once your order has shipped. We currently do not offer international shipping for regular collections.

For custom pieces, international delivery may be available depending on location and material availability.

Please contact us before placing your order to confirm eligibility.

Every order is carefully packaged to ensure your jewelry arrives safely and beautifully — just as intended.

Return & Refund Eligibility

To request a return, please email support@frogandcrystal.com within 14 days of receiving your order, and before sending any parcel back. Unauthorized returns may be rejected. Please include your order number and product name to facilitate processing.

Each piece is carefully inspected, cleansed, and gently charged before shipment to ensure it arrives in its best state—physically and energetically.

For product integrity and hygiene reasons, we do not accept exchanges.

Refunds, when approved, are issued as store credit only. We do not offer cash refunds.

Conditions for Return

Please be aware that we do not provide refunds for change of mind or situations where the customer no longer needs the item. This policy applies regardless of the reason, including instances where the delivery may not have been completed within the expected timeframe.

We are more than willing to honor your request if all the following conditions are met:

  • The item isunused, unworn, and in its original packaging, with all tags and proof of purchase intact.
  • The item hasnot been resized, restrung, repaired, or otherwise altered.
  • The itemhas not been externally cleansed/washed/re-energizedafter receipt.
  • The return request issubmitted within 14 daysof delivery andauthorized via emailby our team.
  • Shipping costs for returns are the responsibility of the customer, unless the item arrived damaged or incorrect.

If any of the above conditions are not met, the item will not qualify for return or store credit.

Non-Refundable Situations (Strict Policy)

We do not provide store credits or replacements in the following cases (Cash refunds are not offered under any circumstances).

  • Custom-made or limited-edition items (Final Sale)
  • Items purchased with discounts, promotions, or special offers
  • Items used, worn, or damaged after delivery
  • Returns sent without prior email authorization
  • Return parcels lost or damaged in transit before reaching our studio (please use tracked shipping)
  • Orders refused upon delivery, unclaimed, or returned due to unpaid duties/taxes
  • Delays caused by couriers, customs, or force majeure (no compensation/credit)
  • Cancellation or refund requests after the order has been processed or shipped
  • Requests based on natural variations in color, pattern, or texture inherent to genuine stones
  • Items resized, restrung, repaired, or modified by any party
  • Items externally cleansed/washed/re-energized (e.g., water, sage, incense, singing bowls)
  • Once shipped, jewelry is treated as a personal accessory and cannot be resold or reassigned due to hygiene and quality-control standards

Return Procedures

  • Email support@frogandcrystal.com within 14 days of delivery with your order number and reason for return
  • If eligible, we will issue aReturn Authorization Number (RAN)and return instructions
  • After we receive and inspect the item, we will notify you of yourstore credit status
  • Shipping costs for returns are the customer’s responsibility unless the item arrived damaged or incorrect
  • Unauthorized or ineligible returns will not be accepted or returned.

Completing a purchase means you acknowledge and agree to this Refund Policy.