Frequently Asked Questions (FAQs)
1. About Our Craft
Q: Is everything you sell handmade? A: Yes. Every stone sculpture and every piece of jewelry is handcrafted by our artisans at Non Nuoc Stone Carving Village, Da Nang, Vietnam — a 400-year-old stone-carving heritage. We are the direct manufacturer, not a reseller.
Q: Are your materials 100% natural? A: Yes, for both product lines.
- Sculptures: carved from solid natural marble, jade marble, or gemstone blocks — no resin, composite, or molded concrete.
- Jewelry: made with 100% natural, ethically sourced gemstones and crystals. We never use synthetic, dyed, or lab-grown stones.
2. Stone Sculptures & Marble Art
Q: Can I customize the size or stone color of a statue? A: Yes. If the listed dimensions or stone tone don't match your needs, email us with your measurements or preferred stone color. Custom carving typically takes an additional 2–6 weeks depending on size and detail.
Q: Do you help with installation for large statues? A: Yes. For garden and monumental statues, our door-to-door delivery includes guidance for placement, and installation for most pieces takes 2–3 hours.
Q: How is a large marble statue packaged for shipping? A: Large pieces are packed in heavy-duty, ISPM-15 certified wooden crates with shockproof foam lining, built specifically for ocean freight export.
3. Jewelry & Wearable Stone Art
Q: How do I choose the right gemstone or crystal? A: You can choose by intuition, birthstone month, or intention (e.g., Rose Quartz for love, Amethyst for calm, Tiger's Eye for courage). See our "Shop by Intention" collection for guidance.
Q: What metal materials do you use? A: 925 Sterling Silver, 14k/18k gold-plated, and hypoallergenic stainless steel. Exact material is listed on each product page.
Q: How do I find my bracelet or ring size? A: Use the Size Guide linked on every jewelry product page. For bracelets, measure your wrist snugly and add 0.5" for comfort. Unsure? Choose one of our adjustable styles.
Q: How do I clean and care for my jewelry? A: Wipe gently with a soft, dry microfiber cloth. Avoid harsh chemicals, perfume, and water exposure (swimming/showering). To cleanse the stone's energy, moonlight charging or sage smudging are popular options among our customers.
Q: Can I request a custom piece (custom size, birthstone combination, or design)? A: Yes — this is one of our specialties. Share your sketch, photo, or description and our artisans will guide you from stone selection through to the finished piece, with progress photos along the way.
4. Shipping & Delivery
Q: How long does shipping take? Shipping method and timeline depend on the item's size and weight — shown on every product page. As a general guide:
| Item Type | Examples | Method | Delivery Time* |
|---|---|---|---|
| Jewelry & small stone pieces (under ~20 kg) | Bracelets, pendants, tabletop statues under 16" | Express Air (FedEx/DHL/UPS) | 5–7 business days |
| Medium sculptures (20–50 kg) | Garden statues, mid-size Buddhas | Express Air Freight | 7–10 business days |
| Large & monumental sculptures (over 50 kg) | Life-size statues, guardian lion pairs | Ocean Freight, door-to-door | 25–35 business days after 5–15 business days of custom crating |
*All timelines begin after your order is confirmed and start of handling; a tracking number is emailed as soon as your order ships.
Q: Is my order insured during shipping? A: Yes. Every order — jewelry or sculpture — includes full transit insurance against loss or damage. If your item arrives damaged, photograph it (including the packaging and shipping label) and email us within 48 hours.
Q: Will I have to pay customs duties or taxes? A: For most US orders, our all-inclusive pricing already covers import duties and customs clearance — no surprise fees at delivery. For orders shipping outside the US, or where noted otherwise on the product page, any local customs fees are the customer's responsibility.
5. Orders & Payments
Q: What payment methods do you accept? A: All major credit cards (Visa, Mastercard, American Express, Discover), PayPal, Apple Pay, and Shop Pay.
Q: Can I change or cancel my order? A: Yes, within 6 hours of placing it — after that, production or shipping may already be underway. Email support@ttcentergems.com with your order number as soon as possible.
6. Returns & Exchanges
Q: What is your return policy? A: We offer a 30-day return policy for unworn/undamaged jewelry in its original packaging, and for sculptures that have not been installed or used. Buyers cover return shipping unless the item arrived damaged or defective.
Q: What if my item arrives damaged? A: Email support@ttcentergems.com within 48 hours of delivery with photos of the item and packaging. We will send a free replacement or process a refund under our transit insurance.
Still have questions?
Reach us anytime at support@ttcentergems.com or via our Contact page. We reply within 24 hours.