FAQ & Customer Support – Jing Yu Crystal
To assist you, we’ve compiled answers to the most common questions. If you need additional help, please use the contact form below or email us at info@jingyucrystal.com (Monday-Friday, 9 AM-5 PM Pacific Time).
Order & Payment
Once an order is submitted, our processing system works very quickly to prepare your crystals for shipment. We cannot modify shipping addresses, change items, or cancel orders once they have been placed. Please double-check all information carefully before completing your purchase.
We accept all major credit cards (Visa, Mastercard, American Express), PayPal, and store credit/gift certificates. Our E-Gift Cards are delivered instantly via email, never expire, and can be redeemed for any product on our website. We do not accept cash, checks, or money orders.
No. Discount codes, gift-with-purchase offers, and new user vouchers cannot be combined. Promotions are only valid for regular-priced items and cannot be applied to custom crystals, clearance items, or already discounted products.
Orders with unusual payment activity, mismatched billing/shipping addresses, or other suspicious indicators may require additional verification to protect both our customers and our business from fraud. Our team will contact you via email within 1-3 business days if verification is needed. Orders will not ship until verification is complete.
US domestic orders: All prices include applicable sales tax. You will not be charged additional taxes at checkout.
International orders: Prices do not include customs duties, import taxes, or clearance fees. These charges are the responsibility of the recipient and are determined by your local customs office.
Once your order ships, you will receive a shipping confirmation email with a unique tracking number. You can use this number to monitor your package’s progress on the carrier’s website. Please allow 24-48 hours for tracking information to update after you receive the email.
Shipping & Delivery
Free worldwide shipping on all orders over $99
Orders under $99: Shipping costs are calculated at checkout based on destination and package weight
Custom/large crystal orders: Require separate shipping quotes. Our team will contact you with the exact cost before processing your order
Please allow 3-7 business days for order processing (this includes crystal inspection, energy preparation, and secure packaging). Larger or custom crystals may require additional processing time to ensure they arrive safely. We do not ship on weekends or US national holidays.
US mainland: 2-7 business days after shipping
International: 4-6 weeks after shipping (may be longer due to customs processing) Please note that delivery times are estimates and not guaranteed.
If your package is lost, stolen, or arrives damaged, please contact us immediately at info@jingyucrystal.com within 14 days of the expected delivery date. We will work with the shipping carrier to resolve the issue and arrange for a replacement or refund as appropriate.
We ship to PO boxes within the United States via USPS. For APO/FPO addresses, please contact our customer service team before placing your order to confirm shipping options and delivery times.
Packages are typically returned due to incorrect or incomplete addresses, failed delivery attempts, or unclaimed packages. You have 30 days from the date the package is returned to contact us to arrange re-delivery (additional shipping fees will apply). Unclaimed packages after 30 days will be restocked, and no refund will be issued.
Returns & Warranty
We want you to be completely satisfied with your crystal purchase. Regular, unactivated crystals in their original, unused condition may be returned within 30 days of delivery.
Non-returnable items include:
- Custom or engraved crystals
- Purified/activated crystals (energy-bound items)
- Clearance and final sale items
- Intimate jewelry (earrings, body jewelry)
- Cleansing tools (sage, incense, candles)
- Crystal fragments and bulk stone packs
- Log in to your account and go to your order history
- Click “Apply for Return” next to the relevant order
- Fill out the return form and upload photos of the unused product and original packaging
- Our team will review your request within 2-3 business days and send you a return shipping address if approved
- Ship the item back to us in its original packaging at your own expense
- Once we receive and inspect the item, we will process your refund within 7-10 business days
Original shipping fees are non-refundable, and return shipping costs are the responsibility of the customer. The only exception is if the return is due to a product defect or shipping error on our part. Orders over $200 are subject to a 10% restocking fee.
Yes! We offer a 90-day manufacturer warranty on all our crystals. If your crystal arrives with a production defect or breaks due to faulty craftsmanship within 90 days of purchase, we will replace it free of charge. If the exact crystal is out of stock, we will offer an equivalent replacement or store credit.
Once we receive and process your returned item, refunds will be issued to your original payment method. Please allow 3-10 additional business days for the refund to appear in your account, depending on your bank or credit card provider.
Crystal Authenticity & Origin
Yes! Every crystal sold at Jing Yu Crystal is 100% natural and ethically sourced from trusted mines around the world. We never sell synthetic, lab-grown, or dyed crystals unless explicitly stated. Each crystal is hand-inspected for quality and authenticity before being added to our inventory.
Natural crystals are unique works of art created by nature. No two crystals are exactly alike, and variations in color, shape, size, and natural inclusions are normal and part of their beauty. The photos on our website are representative of the quality you will receive, but your individual crystal will have its own unique characteristics.
Certificates of authenticity are available upon request for high-value crystals over $200. Please contact our customer service team after placing your order to request a certificate.
Crystal Care & Cleansing
When you first receive your crystal, it has traveled a long way and may have picked up unwanted energies. We recommend cleansing it before use using one of these methods:
- Running water: Hold your crystal under cool running water for 1-2 minutes
- Sunlight/moonlight: Place your crystal in direct sunlight or moonlight for 4-6 hours
- Sage smudging: Pass your crystal through the smoke of burning white sage
- Sound cleansing: Use a singing bowl or tuning fork near your crystal
Note: Some crystals are sensitive to water or sunlight. Check the product description for specific care instructions.
We recommend cleansing your crystals every 2-4 weeks, or more often if you use them frequently, have been around negative energy, or have been in a crowded place.
Store your crystals in a cool, dry place away from direct sunlight. You can keep them in a soft cloth pouch, a wooden box, or on a crystal shelf. Avoid storing different types of crystals together in a tight space, as they can scratch each other.
Most crystals should not be exposed to water for extended periods, as it can damage their surface or cause them to lose their luster. We recommend removing your crystal jewelry before showering, swimming, or bathing.
Crystal Energy & Selection
The best way to choose a crystal is to trust your intuition. If a particular crystal catches your eye or you feel drawn to it, that is likely the one you need right now. You can also choose crystals based on their traditional properties:
- Rose Quartz: Love and compassion
- Amethyst: Calm and spiritual growth
- Clear Quartz: Clarity and energy amplification
- Citrine: Abundance and positivity
- Black Tourmaline: Protection and grounding
Crystals have been used for thousands of years in various cultures for their spiritual and healing properties. While we cannot make medical claims, many people find that crystals help them feel more balanced, calm, and centered. Crystals are intended to complement, not replace, professional medical or psychological care.
Many people believe that a broken crystal has absorbed negative energy on your behalf and has fulfilled its purpose. If your crystal breaks, you can thank it for its service and either bury it in the earth to return it to nature or keep the pieces as a reminder of its energy.
Absolutely! Crystals make thoughtful and meaningful gifts. When giving a crystal as a gift, consider the recipient’s personality and needs, and choose a crystal that aligns with their intentions.
General Inquiries
Yes! We offer custom crystal engraving, custom crystal grids, and personalized crystal sets. Please contact our customer service team at info@jingyucrystal.com with your specific requirements, and we will provide you with a quote and timeline.
Yes! We offer elegant gift wrapping for an additional $5 per order. You can select this option at checkout and include a personalized gift message.
To use a gift card, enter the unique gift card code in the “Gift Card” field during checkout. The balance will be applied to your order total. Any remaining balance will stay on the gift card for future use.
You can contact our customer service team via email at info@jingyucrystal.com. We respond to all inquiries within 1-3 business days, Monday through Friday, 9 AM-5 PM Pacific Time.
Yes! Our Crystal Rewards program allows you to earn points for every purchase, which can be redeemed for discounts on future orders. You can also earn points by referring friends, writing product reviews, and following us on social media. Sign up for an account to start earning points today!
Contact Us
Our Location
3308 Bassell Avenue
Los Angeles, California
United States
Phone Number
+1 (123) 456-7890
+1 (456) 789-0123
Email Address
Response time: 1-3 business days