Frequently Asked Questions

Helpful answers about ordering, shipping, returns, products, and more.

Do you ship from Canada?

Yes. All orders ship from our warehouse in Ontario, Canada.

Do Canadian customers pay duties or brokerage fees?

No. Canadian customers do not pay duties or brokerage fees on orders shipped within Canada.

Do I need a wholesale account to order?

No. All prices on our website are already set at wholesale pricing. No wholesale account or application is required.

Do you offer volume discounts?

Yes. We offer automatic volume discounts:

• 5% OFF orders over $500
• 10% OFF orders over $1000

Discounts are automatically applied at checkout.

Do you offer sales or promotions?

We focus on maintaining consistent everyday low wholesale pricing year-round.

From time to time, we may offer special promotions, clearance sales, or limited-time offers. Subscribe to our newsletter to stay informed.

How long does it take for orders to ship?

Most orders are prepared, verified, and shipped within 1 business day under normal circumstances.

During high-volume periods, processing may take slightly longer.

Will I receive tracking information?

Yes. Tracking information is automatically emailed once your order ships.

How long does delivery take?

• Ontario & Quebec: 1–3 business days
• Other provinces: 2–6 business days
• Remote areas: additional transit time may apply

Do you ship across Canada and the United States?

Yes. We ship throughout Canada and the United States.

Canadian orders over $200 qualify for free shipping before tax. Orders under $200 ship for a flat rate of $10 within most areas of Canada.

For U.S. orders, additional duties, tariffs, brokerage fees, or import-related charges may apply.

Can I modify or cancel my order after placing it?

If your order has not yet been processed or shipped, we will do our best to help. Please contact us as soon as possible with your order number.

Once an order has been packed or shipped, changes may no longer be possible.

What happens if my package is returned to sender?

If a package is returned to us because it was unclaimed, refused, or the address was incorrect, shipping fees are not refundable.

Additional shipping fees may apply if you would like the order to be shipped again.

Do you keep backorders?

No. We do not keep backorders.

If an item becomes unavailable after your order is placed, we will contact you with available options.

Is there a minimum order amount?

No minimum purchase is required. Customers of all sizes are welcome to order from our website.

Do you have a physical store?

No. Fine Gems Canada is an online-only business.

Is your warehouse open to the public?

No. Our warehouse is not open for public shopping or walk-ins.

Can I pick up my order?

Local pickup may be available for eligible orders. Please select the Pick Up option at checkout.

What is your return policy?

Returned products must generally be unused, uncut, and in original packaging.

An RMA authorization is required before returning any products.

Please visit our Shipping & Returns page for full details.

How do I return a product?

Please contact us with your order number and the items you wish to return.

We will provide return instructions along with an RMA number.

Are the photos representative of the actual products?

Yes, our photos are intended to represent the products as accurately as possible.

However, natural stones may vary in colour, pattern, shape, and size from batch to batch. Colours may also appear slightly different depending on your screen settings.

Are your gemstone beads natural?

We offer natural stones, treated stones, dyed stones, enhanced stones, and synthetic materials.

Whenever possible, product titles and descriptions indicate whether a stone is natural, treated, dyed, enhanced, or synthetic.

Do bead sizes vary?

Yes. Bead sizes may vary slightly due to cutting, polishing, drilling, and the natural characteristics of the material.

For example, a 6mm bead may not measure exactly 6.00mm. Small variations are normal in gemstone beads.

What strand length should I expect?

Most gemstone bead strands are approximately 14–15 inches long.

Strand length may vary slightly depending on the material, bead size, and supplier.

How many beads are included in a strand?

Most gemstone strands are approximately 14–15 inches long.

• 4mm: approximately 92 beads
• 6mm: approximately 61 beads
• 8mm: approximately 46 beads
• 10mm: approximately 37 beads

Actual counts may vary slightly depending on bead shape and strand length.

Are your metal findings nickel-free or lead-free?

Product materials vary by item. When available, material information is included in the product description.

If you need confirmation for a specific product, please contact us with the item number before ordering.

Are your gemstone beads suitable for bracelets?

Yes. Many of our gemstone beads are suitable for bracelets, depending on the bead size, hole size, and stringing material used.

For elastic bracelets, 6mm and 8mm beads are among the most popular sizes.

What is the best string for gemstone beads?

The best string depends on your project. Elastic cord is commonly used for stretch bracelets, while beading wire, nylon cord, or silk-style cord may be better for necklaces and more structured designs.

Always check the approximate hole size and test your material before completing your design.

What is shell pearl?

Shell pearl is a man-made pearl-like bead made using a shell-based core with a pearl-like coating.

It offers a beautiful, consistent appearance and is commonly used as an affordable alternative to natural pearls.

What is the difference between gold filled and gold plated?

Gold filled items have a thicker layer of gold mechanically bonded to a base metal, making them more durable than standard gold plated items.

Gold plated items have a thinner layer of gold applied over a base metal.

What is vermeil?

Vermeil is sterling silver plated with real gold.

It offers the look of gold while using sterling silver as the base metal.

How often do you restock products?

We restock regularly depending on availability and demand.

For out-of-stock items, we recommend using the “Back in Stock” notification feature available on product pages.

Why did items disappear from my cart?

If you are not logged into your account, your browser may automatically clear your shopping cart after some time.

We recommend creating an account and staying logged in while shopping.

Is checkout secure?

Yes. Our checkout is secure, and payments are processed through trusted payment providers.

What payment methods do you accept?

We currently accept:

• Visa
• Mastercard
• Interac e-Transfer

Can I pay by Interac e-Transfer?

Yes. We accept Interac e-Transfer payments. Instructions are provided during checkout when this payment method is selected.

Why is shipping not free on my order?

Free shipping in Canada applies to orders over $200 before taxes and after discounts.

If your order total falls below the free shipping threshold after discounts, the flat shipping rate may apply.

Need more help?

If you have additional questions, please visit our Contact Us page or email us directly.