Shipping Policy

Shipping Policy

At Hidden Jade Pavilion, we ensure your cherished jade items are meticulously packaged for a secure and stress-free journey to your doorstep. We utilize trusted carriers such as UPS, FedEx, USPS, and DHL. Please review the details of our shipping policy below:

Order Processing:

• Confirmation: Double-check your delivery address before finalizing your order. Once an order is placed, changes cannot be made.
• Timeline: Orders are processed within 1–3 business days after payment is received. Please note that we do not ship on weekends or public holidays. For items scheduled to undergo certification, additional processing time is required. We will notify you if your order includes such items and provide an estimated shipping timeframe.

Shipping Time:

• Processing Time: Orders are processed and dispatched within 1 to 3 business days. Orders are not shipped on weekends or holidays.
• Domestic Shipping: Standard shipping within the U.S. typically takes 3 to 10 business days.
• International Shipping: Delivery times for international orders can vary significantly based on your location and the specifics of customs processing. Please be aware that orders over $3,000 qualify for free shipping. However, it's important to note that import duties, taxes, and other charges are not included in the item price or shipping cost. These charges are the buyer's responsibility and are usually collected by the shipping provider or when you pick up the item. We recommend checking with your country's customs office to determine what these additional costs will be prior to purchasing. This ensures that there are no surprises and you are fully informed about the total cost of your order.

Shipping Costs:

• Domestic Orders: Shipping fees are calculated based on the delivery address and package weight. Orders over $300 in a single transaction qualify for free domestic shipping.
• International Orders: Shipping rates are calculated based on the delivery address and package weight. Orders over $3,000 in a single transaction qualify for free international shipping. Import duties, taxes and charges are not included in the item price or shipping charges. Please check your country's customs office to determine what these additional costs will be before placing your orders. These charges are normally collected by the delivering freight/shipping company or when you pick the item up. 

Responsibility for Lost or Stolen Packages: 

• Address Verification: Verify the shipping address provided during checkout to ensure accuracy.
• Carrier Contact: All shipping requires a signature at delivery. If your package is lost or stolen, contact your local carrier and check with neighbors to locate it. We are not responsible for lost or stolen packages that are confirmed as delivered by the shipping carrier.
• Customer Support: If you cannot locate the package, contact our customer service team with your order number. We will assist in coordinating with the carrier to resolve the issue. Please note that while we ensure careful shipping, responsibility for lost or stolen packages lies outside our control.

Special Handling for Certifications:

• Certification Delay: If you request additional certification from GIA, Mason-Kay, AGL, etc., please note that this will extend the shipping time. We strive to expedite this process, but additional time is necessary.

Unboxing and Inspection:

• Videorecording: Please video-record the unboxing and inspection of your items immediately upon delivery. This helps ensure that any discrepancies or issues are clearly documented.
• Report Issues: Any concerns, such as damage or missing items, must be reported to customer service (info@hiddenjadepavilion.com) within 48 hours of receipt.

We are committed to delivering your jade treasures in impeccable condition at Hidden Jade Pavilion. Your understanding and cooperation are greatly appreciated. Thank you for entrusting us with your precious purchases.