HELP / FAQS

If you have a question, please consult our list of frequently asked questions or email us at info@genesisstones.com.

Orders & shipping

Shipping details

You’ll receive a shipment confirmation along with information on how to track your order. As soon as your order is shipped we will send you a track & trace code by email.

Keep in mind that it can take up to 48 hours before the track & trace is available. Can't track your package after 48h? Please send us an email to info@genesisstones.com for assistance.

Delivery details

All orders will arrive in a discreetly marked package in order not to ruin the surprise. We offer free FedEx Overnight Priority shipping within the U.S. for orders greater than or equal to $500.  An adult signature will be required at delivery. Your order will be fully insured from our door to yours. For questions on an order please contact info@genesisstones.com.

Refund Details

There is no cost to make a return. We can even schedule a FedEx pick-up at your home or office. You’ll also receive free return insurance. Free Returns & Exchanges are only available within the United States. At this time, we do not ship internationally. Our loose Lab Diamonds can be returned within 30 days of delivery.

Note: Two returns/exchanges are allowed per customer, per year.

Warranty

We are not an insurance company and we do not provide insurance for your item(s). You must obtain your own insurance. We recommend getting insurance through a third party or by adding your item(s) to your Homeowner’s or Renters insurance policy.

Does Genesis Stones offer wedding bands?

Yes! Our designers can make you a custom wedding band in your price range. Please email info@genesisstones.com for more information and to schedule a virtual consultation.

Account Info

Do I have to create an account to purchase?

Yes, by creating an account with Genesis Stones ensures a smooth, personalized shopping experience when purchasing your lab diamond. With an account, you can easily track your order, receive real-time updates, and manage your shipping details. You'll also have access to your order history, making future purchases quicker and more convenient. Plus, your account helps us provide exceptional customer service, allowing us to assist you with any questions or concerns about your purchase. By signing up, you’ll enjoy a seamless, secure, and hassle-free journey from selection to delivery.

How do I change my account password?

If you have forgotten your password, don't worry. You can easily reset it by clicking the 'forgot password' link. Once you click the link, you will receive an email with instructions on how to create a new password. Follow the instructions to set a new password that is secure and easy to remember. Remember to keep your password safe and never share it with anyone.