Customer Service

Returns & Exchanges

Note: Crystals are a natural formation from the earth. This means that there will be a variation in color, size, and shape with ALL crystal products in the store.

Return Policy: We do not accept returns or exchanges for any of our body products, including but not limited to: body oil, sprays, candles and baths. These items are handmade for specific purposes, and their scents are irrelevant to their use. If a scent does not suit you, we recommend gifting the item to a family member, friend, or coworker who may be in need of the spiritual gifts the product provides.

If your product is damaged in transit or you are otherwise unhappy with your purchase, you may exchange it for store credit. Please email our customer service team at info@crystalcactus.com within 15 days of receiving your package. All of our products are handmade and one of a kind, which means there are limited stock quantities. 

All SALE items are final sale and not eligible for return.

Please note that we are unable to provide return packaging or postage at this time. All return shipping expenses are the responsibility of the customer. Our return address is a PO Box, which means that carriers such as UPS cannot deliver to us. We suggest using the United States Postal Service for return packages.

Cancellations

If you placed an order prematurely and would like to cancel it, we allow up to 24 hours for the cancellation to be made. Please email info@crystalcactus.com with your order number and reason for cancellation, and we will process the cancellation. We cannot offer cancellations after 24 hours due to our need to keep accurate numbers on all of our inventory, so as to not needlessly sell out or oversell products.

Samples & Promotional Use

We believe in the value of our products and the intention of luxury for those we are able to share them with. Each item is handmade with precision and care, which comes at a cost. We do not offer free samples or full-size products for promotional use. If you would like to feature any of our items online or in print, we encourage you to purchase the items through our online store. If your parent company does not allow online store charges, please contact us our Customer Service team who will provide you with the appropriate invoice(s). 

FAQ

These are some of the more common questions we see come our way, but if these do not address your question, please reach out to our Customer Service team via the contact form here.

When will I receive my order?
Our studio receives countless orders daily. All of our products are handmade, and packaged with care and love by the Crystal Cactus team. When you place your order, you will receive an order confirmation email and invoice. Once your order is fully compiled we will alert USPS that your order is ready. When the USPS facility receives your package, you will be emailed with your tracking number. When you receive your tracking number, your parcel is with USPS, and on its way to you! Let us know if you have any issues with your tracking number, or questions about shipping procedure.

* For domestic shipping please allow 5-7 business days from ship date to arrival.
* For international shipping, please allow 6-14 days from ship date to arrival. Please consider customs processing, and the time that takes.

Please keep in mind that weather conditions could affect arrival time.

Orders shipped outside of the United States may be subject to import taxes, customs duties and fees levied by the destination country. The recipient of an international shipment may be subject to such import taxes, customs duties and fees, which are levied once a shipment reaches the recipient's country. Additional charges for customs clearance must be fulfilled by the recipient; Crystal Cactus has no control over these charges, nor can Crystal Cactus predict what they may be.

Customs policies vary widely from country to country; you should contact your local customs office for more information. When customs clearance procedures are required, it can cause delays beyond our original delivery estimates. 


I need my order by (xx/xx/xxxx)! Can I pay for rush processing + shipping?
Unfortunately, we are unable to expedite processing, or upgrade shipping options at this time. If you shoot us an email with when you need your items by, we will do our very best to make sure they get to you on time, however we ask that you please keep in mind standard USPS shipping estimates.


Where can I track my package?
You can track your order here. Copy and paste the number from your shipping confirmation into the top search bar. 


I gave the wrong shipping address - what should I do?
Please reach out to us immediately! We will update your shipping information and make sure that your package gets to the right place.


Do you accept Visa/Amex/Mastercard, etc? 
We care about the protection of your identity, personal information, and payment information. All of our payments are processed through PayPal, which accepts all major credit cards. If you have concerns with using PayPal, please visit their site directly. 


Do you offer Gift Cards?
We do not currently offer Gift Cards, Gift Certificates, or E-Gift Cards. If you are looking to get a gift, but are unsure about what to get, please reach out to our Customer Service team with a little description of who you’re shopping for (birth date — to determine sun sign, interests, hobbies, etc). We are happy to help!


Where can I find the specific properties of crystals/essential oils?
We are very excited to now be carrying a number of books to aid in the educational aspect of your journey with crystal healing and metaphysical wellbeing! Check out the Lifestyle tab on our site to see which pieces of literature are best for you! Also, our team in the studio are an excellent resource to your questions regarding specific products. If you have a question about a crystal you’ve received please take a picture of it and send it along to us; we’ll get back to you as soon as possible with our interpretation of the stone!


My product broke/arrived damaged! What should I do?
Your happiness is of utmost importance to us. Please take a picture of the product and attach it in an email to our Customer Service team so we can help you out as soon as possible!


My pendant/jump-ring came off my necklace. Is it broken?
As all jewelry collectors know, the more love and wear you give to certain treasures, the more common it is to have a jump-ring or pendant come loose. This is a very simple fix, and thankfully, no - your necklace is not broken! Grab some pliers or simply squeeze the jump-ring holding your pendant back onto your necklace extra tight. These sort of issues are even more common when dealing with crystals. As quartz and other stones absorb and transmute a lot of energy they can become heavy. After fixing your jewelry, always give it a nice cleanse with sage or moon light. Sometimes this is our healing treasures telling us they need a little extra TLC for all the healing work they have been doing.


There’s a specific product that I am interested, when will it be back in stock?
In most cases, our sold out products will be restocked within a few weeks, depending on the availability of the raw materials. The best way to find out when an item is available again is to follow our Instagram (@CrystalxCactus) for daily product updates!


Where are your products sourced from?
All of our products and materials are fair trade sourced, and our lifestyle products are composed using certified organic materials, including essential oils, and base liquids. If you have any allergies or questions about ingredients, please reach out. We care about your spiritual health, as well as your physical.

Are you hiring?
If you are interested in a career with Crystal Cactus, please follow our Instagram page (@CrystalxCactus) to stay in the know about future opportunities!


Our company would like to wholesale your products/collaborate with you! Who should we reach out to?
Thank you so much for your interest! We currently wholesale our entire candle collection through Guideless. If interested, please send us an email at info@crystalcactus.com and we will provide you with all the necessary information! 


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