Peace of Mind
Gem Hooray offers FREE shipping, with all packages provided with a tracking number. After our system receives the order, we guarantee to ship it within the next working day. Depending on the products your order and your residential address, we will choose UPS Ground(2-5 Working days) or 3rd Day Service (3 day). We also use the U.S. Postal Service First Class or Priority Mail services. All packages sent to APO/FPO (military address), Alaska, Hawaii, Puerto Rico and U.S. Virgin Islands are shipped with U.S. Postal Service. Packages sent via UPS usually are delivered to your Ship To address. If there is a delivery problem, the package sometimes are held at a local UPS Store near your address, waiting to be picked up or delivered again. You can go to UPS website, to check the tracking number, or contact UPS by phone(800-742-5877) to get the status of your package.
Packages shipped via U.S. Postal Service will generally be delivered to your mailbox or PO Box. You can contact your local post office by phone or go to U.S. Postal website to tracking your package.
For expedited services, such as 2nd Day Air and Next Day Air provided by UPS, additional charges may be applied. For orders exceeding $500(High Value), We generally upgrade the package to expedited services, free of charge and require a signature. (Due to Covid-19, the couriers' signature service policy may have changed)
Change Delivery Address
If the order delivery address is wrong, please contact Gem Hooray Customer Service immediately, by email Hooray@gemhooray.com, or text (909)-815-0366. If we are able to retrieve the package after we receive your request, we can change your address for free. If the package has been sent out, we can assist you to change the address through UPS or U.S. Postal Service. Customers need to bear the cost if there is a charge from the courier.
If you find the following and similar situations while tracking your package, please contact Gem Hooray Customer Service as soon as possible:
- The tracking shows that the package is lost.
- You have received the tracking number for more than three days, and the package cannot be found on the courier's tracking web page.
- The tracking result shows that the package was returned.
If you encounter the following or similar situations in tracking, please contact the courier company directly to better assist you. If you cannot solve the problem, please contact Gem Hooray Customer Service staff for assistance:
- The tracking shows no update for many days.
- The tracking shows that the address is wrong and cannot be delivered.
- The tracking shows that no one is avaialble to sign for the package.
- The tracking shows that the package is held somewhere.
Occasionally, it is possible that the package may get lost. If you see tracking of the package is shown as delivered, but you do not have the package, please try the following methods:
- Check whether the order delivery address is wrong.
- Look carefully in the mailbox and around the house.
- For packages that need to be signed, please check the signature of the signee to see if they have been received by mistake.
- Ask family members, roommates, colleagues or other relevant personnel if they have received it.
- Ask your neighbors if they received it by mistake.
- Ask the postman or the delivery person.
If you still cannot retrieve the package, please contact Gem Hooray Customer Service. We may need your assistance to file a claim to the courier or insurance company. After the completing the claim, we will be able to re-send your order.