Shipping & Returns

Shipping Overview

Every shipment is handled with precision — secure, insured, and designed to meet the pace of the wholesale trade.

• Same-day dispatch from New York for orders confirmed and paid before 2:00 PM EST, Monday through Friday.
• Primary carrier: FedEx Priority Overnight — all domestic shipments are fully insured and require a signature at delivery. No exceptions.
• Full US coverage — we ship to all 50 states, Washington D.C., Puerto Rico, and US territories.
• International shipping available to Canada, European Union, Australia, United Arab Emirates, Israel, and Hong Kong. Contact our team for current rates and customs documentation.
• Full-value insurance on every package, covering the declared wholesale value of all diamonds and jewelry in transit.
• Discreet, non-branded outer packaging — no company name or logos visible on the exterior, ensuring security during transit.
• Automatic tracking — a FedEx tracking number is generated and emailed to you the moment your order is dispatched.
• WhatsApp dispatch notification — receive a real-time message on WhatsApp confirming shipment, with tracking details included.

Shipping Timeframes

We offer multiple service tiers to match your timeline. All cutoff times are firm — orders received after cutoff ship the following business day.

Note: Delivery times are estimates provided by FedEx and may vary due to customs clearance, weather, or carrier delays. Guru Diam is not responsible for delays once a package is in the carrier's possession, but our team will actively assist in resolving any delivery issues.

Packaging Standards

Our packaging protocols are designed to protect high-value goods and give you confidence from dispatch to doorstep.

• Double-box system — every shipment uses an inner jewelry box secured within a padded outer shipping box for maximum protection.
• Anti-tamper seals applied to all packages. Any evidence of tampering is grounds for an immediate insurance claim.
• Individual diamond wrapping — each loose stone is wrapped in industry-standard diamond paper with its certification attached directly.
• Bulk order packaging — for multi-stone orders, every diamond is placed in its own labeled pouch, organized by SKU or specification for easy sorting on arrival.
• Insurance certificate enclosed with every shipment, documenting coverage details and claim procedures.

Returns Policy

We stand behind every stone we sell. Our return policy is straightforward and built to protect both buyer and seller in the wholesale market.

• Loose diamonds: 7-day return window from delivery date. Certificates must be unopened and stones in original condition.
• Jewelry pieces: 14-day return window from delivery. Items must be unworn, undamaged, and in original packaging.
• Custom and cut-to-spec orders are non-returnable. This includes diamonds cut to specific dimensions, custom designs, and bespoke settings.
• Returns must be pre-authorized. Contact our team via WhatsApp or email to receive a Return Authorization number before shipping.
• Return shipping is the buyer's responsibility. All returns must be shipped via FedEx with full insurance at declared value.
• Refunds processed within 3 business days of receipt and inspection. Refunds are issued to the original payment method.

Important: Any diamond returned with a broken or opened certificate seal, visible wear, or damage not present at the time of shipping will not qualify for a return. Photograph your items upon receipt as a safeguard.

Damaged or Incorrect Orders

If something isn't right, we resolve it fast. Here's our process for handling order discrepancies or transit damage.

1. Notify us within 24 hours of receipt. Contact our team via phone, WhatsApp, or email with your order number and description of the issue.
2. Photograph the package and stone before opening completely. Capture images of the outer box, inner packaging, anti-tamper seals, and the item itself. This documentation is essential for insurance claims.
3. Our team resolves all disputes within 48 hours. We assess the situation and provide a resolution — replacement, credit, or full refund.
4. Replacement dispatched same day when the replacement item is available in stock. For items requiring sourcing, we provide a timeline and keep you updated.

Tip for buyers: We recommend filming the unboxing of every shipment. Video documentation significantly expedites the claims process and ensures a faster resolution for all parties.

Insurance & Security

Your goods are protected at every stage of transit. We partner with the industry's most trusted insurers to guarantee full coverage on every shipment.

Shipping & Returns FAQ