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Everything you need to know

How long will it take to receive the package after placing an order?

All products from Gem Hooray are shipped from North America. For details about shipping and delivery, please see Free Shipping.


Can I add more items after placing an order?

Confirmed orders cannot be modified. You need to cancel the order and place a new order again.

Can I back order an item if it is out of stock?

If an item you order is out of stock , we will be issuing a refund for you. If you have special requirements, please contact Customer Service.


How to cancel an order?

If your order has not been shipped, please contact customer service to cancel the un-shipped order.

If your order has been shipped via UPS, you can contact UPS by phone (800-742-5877), or go to UPS website (www.UPS.com) to track the package, and request the package to be held at a local UPS station. Packages held at a station for more than 5 days without a customer pickup will be automatically returned to us. When the tracking on UPS website shows "return to sender", please contact us for a refund.

If your order has been shipped via U.S. Postal Service, you can choose to reject the parcel in the following ways. After the parcel has been refused, please contact Gem Hooray Customer Service.

Go to USPS website (www.USPS.com), check the package tracking number, and select Refuse Package.When the postman delivers the package, tell the peostman that this package is rfused.On the next day after receiving the package, do not open the package and write "Refused, return to sender". Put the package back in the mailbox. Please make sure not to open the package, and do not cover the Ship From address, so that the package can be sent back.

How to return an item?

Gem Hooray promises no-hassle returns within 10 days. Please refer to Return Policy .

Contact Us

Los Angeles Customer Service Center



8:30am – 5:00pm PST
Monday through Friday