FAQ

FREQUENTLY ASKED  QUESTIONS

DO YOU HAVE STORES?

We keep our prices as low as possible by not investing in the overhead of retail locations. Thanks to our hassle-free 30-day return policy, you can view your gemstone in your normal environment, not the special gemstone lights of a store.

ARE YOUR GEMSTONES NATURAL?

All of our colored gemstones are 100% natural - we do not carry lab-created or synthetic color gemstones (i.e. Sapphire, Ruby, Emerald, etc.).  Moreover,  most of our inventory is certified by distinguished, independent color gemstone laboratories such as GIA and/or AGL - these laboratories tests each gemstone thoroughly and then create a customized grading report with the results. All certificates are viewable right here on our site.

ARE YOUR GEMSTONES TREATED?

Given that 99% of colored gemstones in the world are treated, stones that are untreated are rare and carry a premium. To give our customers the greatest selection to accommodate a broad range of budgets, we offer both untreated and treated stones. Treatments enhance the color and clarity of gemstones. We only offer gemstones with commonly accepted treatments in the trade. Tanzanite, rubies and sapphires tend to be heat treated, while Emeralds tend to be oiled. Rest assured that every gemstone on our site clearly indicates any enhancements as will the certificate that accompanies it. Find more information on various treatments and our recommendations in our gemstone treatments section.

WHERE ARE YOUR HEADQUARTERS? CAN I VISIT?

We are headquartered in Atlanta, Georgia. Because of security restrictions, our headquarters and workshops are not open to the public.

WHAT SHIPPING OPTIONS ARE AVAILABLE ON NZURIGEMS.COM?

All shipments are fully insured from the time your package leaves our premises to the moment you accept it. For security purposes, regardless of the size of your order, all packages require a signature, regardless of any signature waivers you have signed.

We’re proud to offer FREE UPS® shipping on every order in the US and Canada. All orders are shipped via UPS Next Day Air Shipping®. We also offer international shipping. Cost of international shipping will be calculated at checkout. If you would like to arrange delivery to a UPS® location please call, Nzuri Gems Customer Service +1 (877) 880-5594, or email info@nzurigems.com. We cannot ship to P.O. Boxes (with the exception of APO, FPO, and DPO addresses.)

DO YOU SHIP INTERNATIONALLY?

We do offer international shipping. Cost is calculated at checkout. Customs processes and import duties are the responsibility of the customer; please check with your local customs office for information.

WILL I BE CHARGED SALES TAX ON MY NZURIGEMS.COM PURCHASE?

Nzuri Gems is required by law to charge sales tax for orders shipped to Georgia. We may open other locations in other states in the future. Sales tax is collected automatically in the shopping cart as required.  

WHAT IS YOUR RETURN POLICY?

Not completely entranced by the brilliance of your new Nzuri Gems Gemstone? Return it in its original condition within 30 days from the day it arrives. Expect your refund within 2 weeks (credit card companies timelines vary.) All items exceeding $20,000 in price may incur a 3% restocking fee upon return due to the cost of insuring and shipping these items. Please see our Returns and Exchanges page for more information.

DO I HAVE TO PAY RETURN SHIPPING?

Nzuri Gems offers free shipping of returns within the United States. Email info@nzurigems.com to request a complimentary insured UPS Label for your return, include the purchaser name and order number in the email.

WHAT IS YOUR INTERNATIONAL RETURN POLICY?

Orders outside of the United States can be returned within 30 days. Shipping and insurance of international returns must be paid by the customer.

WHAT IF I NEED EXTRA HELP OR ADVICE ABOUT MY PURCHASE?

For assistance with gemstone information, please call +1 (877) 880-5594. A Nzuri Gems colored stone specialist, trained by GIA, will guide you through our online store in order to assist you with purchasing a product through our website. Also, please email us at info@nzurigems.com and one of our specialist will contact you within 24 hours.

CAN I CHANGE OR CANCEL MY ORDER?

If you would like to change or cancel an order, please call Nzuri Gems Customer Service at +1 (877) 880-5594, or email info@Nzurigems.com. We will accommodate order changes to the extent possible prior to shipping confirmation. Some changes will result in a shipping delay. We are unable to accommodate changes or cancellations on special order requests and/or orders that have already shipped. If your order has already shipped, please contact us to set up a Nzuri Gems Carefree Return once you have received the shipment.

HOW DO I EXCHANGE A PURCHASE?

Nzurigems.com offers complimentary shipping for any item that you’d like to exchange. Simply call or email Nzuri Gems Customer Service at +1(877) 880-5594 or info@nzurigems.com and we will email you a UPS return label. You can then drop off your package at the nearest UPS location. Returns are accepted for exchange in the U.S. if returned in sellable condition within 30 days. Some exclusions may apply. Please see our Returns and Exchanges page for more information.

CAN I RETURN AN ITEM THAT WAS GIVEN TO ME AS A GIFT?

Of course! Simply call or email Nzuri Gems Customer Service at +1 (877) 880-5594 or info@nzurigems.com with the purchaser name and order number to request a complimentary insured UPS Label for your return. You can then drop off your package at the nearest UPS location. Please see our Returns and Exchanges page for more information. If you would prefer for the buyer of the gift not to receive the refund, you can exchange the item for something else.

CAN I HAVE MY PACKAGE SHIPPED TO MY OFFICE?

Yes. It’s an excellent way to keep your order a surprise. Make sure you will be available to sign for the package.

DOES YOUR SHIPPING BOX SAY NZURI GEMS ON THE OUTSIDE?

All Nzuri Gems purchases are shipped in a discreet unmarked box.

IS A SIGNATURE REQUIRED FOR DELIVERY?

Yes. All deliveries require a signature for delivery regardless of any waivers you have from UPS®.

CAN I SHIP TO AN ADDRESS THAT IS DIFFERENT THAN MY BILLING ADDRESS?

Yes. We can also ship to a UPS® location for pickup.

CAN I TRACK MY ORDER?

To check on the status of an order or verify shipment, please contact Customer Service at +1 (877) 880-5594. Representatives are available from 9:00 AM to 6:00 PM EST Monday-Friday.

WHAT DOES YOUR BOX LOOK LIKE?

All Nzuri Gems items are presented in a beautiful Nzuri Gems' gift box that is stamped with our wax seal. Inside you will find the gemstone housed in a floating display gemstone case. The box also contains some practical information about your gemstone.

DO YOU SHIP TO PO BOXES?

Nzuri Gems does not ship to P.O. Boxes (with the exception of APO, FPO, and DPO addresses.) We’re proud to offer FREE UPS® Next Day Air shipping on every order in the US and Canada. All deliveries require a signature for delivery regardless of any waivers you have from UPS®. These requirements are for your protection. If you would like to arrange delivery to a UPS® location please call, Nzuri Gems Customer Service at +1 (877) 880-5594, or email info@nzurigems.com.

CAN I SHIP TO A DOMESTIC ADDRESS IF MY BILLING ADDRESS IS AN APO, FPO OR DPO?

Yes. Simply use the shipping address you prefer in the shopping cart.

WHAT ARE YOUR PAYMENT OPTIONS?

We accept Visa, MasterCard, Discover, and American Express. You can also checkout by using PayPal and PayPal Pay Later (installments). When selecting this option at checkout, you will be directed to the PayPal site to 'Log In' and review the amount shown before clicking 'Pay Now'. Once this transaction is complete, you will then return to Nzurigems.com.

CAN YOU PUT A HOLD ON A GEMSTONE FOR ME?

Yes, we’re happy to hold a gemstone or diamond for you for up to 48 hours. Call or email Nzuri Gems Customer Service at +1 (877) 880-5594  or info@nzurigems.com.

CAN I GET A DISCOUNT FOR PAYING BY BANK WIRE?

Yes, a 3% discount off your entire order will be automatically applied at checkout when paying by bank wire.

ARE PRICES ON NZURIGEMS.COM SUBJECT TO CHANGE?

Prices on Nzurigems.com are subject to change without notice. Please expect to be charged the price for the Nzurigems.com merchandise you buy as it is listed on the day of purchase.

DO YOU PRICE MATCH IF I SEE A LOWER PRICE AFTER MY PURCHASE?

All prices are final, and we do not price match. Since we base our prices on the current prices of gems, which fluctuate, our prices do too.

DO YOU OFFER TRADE-INS, UPGRADES OR BUY-BACKS?

At this time, we do not offer these services—which would require a larger mark up on our products.

DO YOU BUY GEMSTONES FROM THE PUBLIC?

Sorry, we don’t currently offer this service.

ARE YOUR GEMSTONES ETHICALLY SOURCED?

All Nzuri Gems gemstones are sourced only from mines that adhere to the strictest labor, trade, and environmental standards. We support the Kimberley Process and in most cases, Nzuri Gem's documented gemstones were sourced directly from the origin country's mine. Buying direct from the source also means we can offer you excellent value without ever compromising on quality or cutting ethical corners.

CAN I GET A GRADING CERTIFICATE WITH MY GEMSTONE?

All our diamonds are accompanied by GIA diamond grading reports, the industry benchmark. GIA does not grade colored gemstones but the majority of our colored stones are accompanied by GIA colored stone identification reports. If we do not have a GIA report inhouse, we can arrange for one to be prepared-for an incremental fee depending on the type of gemstone. Also, all our colored gemstones are graded to our own strict quality standards by Nzuri Gems coloreds stone consultants trained by GIA.

CAN I COMMISSION A COLORED GEMSTONE?

If you would like to speak to a colored stone consultant about commissioning a colored gemstone, please contact us by phone +1-(877) 880-5594  or email (info@nzurigems.com) and we will direct you to one of our colored stone consultants. We have generational relationships with miners throughout East African's gemstone rich area, geologically known as the proterozoic Mozambique Belt, which we can leverage to procure the finest quality gemstones at competitive prices. Our commission services require funding to be placed in an escrow account and our consultant will explain our transaction process.

HOW CAN I MAKE SURE THAT THE COLORED STONE I RECEIVED IS THE COLORED STONE I ORDERED?

The majority of the colored stones we sell are accompanied by a GIA Colored Stone Identification Report, the international benchmark for documenting colored gemstones. If we do not have a GIA report inhouse, we can arrange for one to be prepared-for an incremental fee depending on the type of gemstone. We also double-check every single stone ourselves with the latest technologies available in our own office.