Help Center
Frequently Asked Questions
Clear answers about sourcing, ordering, clarity, payments, and returns.
General
Rubies — Myanmar, Madagascar, Mozambique, Vietnam, Thailand, Cambodia.
Sapphires — Myanmar, Kashmir, Sri Lanka, Thailand, Australia, Madagascar.
Our stones are mined from these locations and cut in Sri Lanka and Thailand.
Sure — our doors are always open for our customers. To schedule an appointment, call 1-800-377-2545 or email info@asiangemny.com.
If you see more than one item you would like to preview, please call us at 1-800-377-2545 to discuss your order. We usually allow customers to compare more than one item at a time in person. Please do not purchase multiple items online that you do not intend to buy without notifying us first.
Asian Gem Centre proudly stands behind our products and offers a full lifetime warranty. We guarantee our stones to be as described accurately. If the stone is not as stated in our item details, we offer a full refund policy.
This warranty is based on the condition of the item at the time of sale. If you make a claim, you must allow us to inspect the stone and conduct a gemological evaluation.
We recommend arranging coverage with your homeowners’ or renters’ insurance carrier — or an independent insurer.
Compare rates and coverage carefully, and ask specific questions about scenarios such as loss or theft. Knowing your gemstone is insured gives lasting peace of mind.
Yes. On the day of shipment we’ll email you a shipping confirmation with tracking information. You can also access shipping details from your order status page.
While diamonds have an internationally established grading system, there is no official standardized method for sapphires and other colored gemstones. The industry typically grades colored stones at eye level rather than at 10× magnification.
With over 70 years of ruby and sapphire experience, we grade clarity comparatively and use familiar terms (such as VS1 or SI2) to help customers who know diamond terminology.
| Clarity ratings | |
|---|---|
| A+ | Perfection: The stone is clean to the eye, but not necessarily at 10× magnification. |
| A | Insignificant Inclusions: The stone has very small visible inclusions. |
| B+ | Very Slightly Included: Inclusions or small internal crystals are only slightly visible on close inspection. |
| B | Slightly Included: Inclusions or small internal crystals are visible on close inspection. |
| C | Included: Inclusions are visible. |
We accept Visa, Mastercard, American Express, and Discover. Paying by credit card is a secure option for both customers and our business.
We also accept bank wire transfers and personal checks. Contact us to process those methods manually.
Call 1-800-377-2545 between 10 AM and 6 PM EST with any payment questions.
Returns
Our 30-day money-back guarantee gives you time to make sure your purchase is perfect. For an exchange or full refund, email info@asiangemny.com with your order number and we will issue an RMA.
Please allow about two weeks for processing. The customer pays return shipping. Items must be in original purchase condition, include documentation, and ship within 30 days.
No. You may choose any carrier, but we highly recommend insuring the shipment — especially for items valued at $500 or higher. You are responsible for lost items if you choose your own shipping method.
Yes. We deduct FedEx shipping costs from your refund on return items under $500. For non-FedEx returns, arrange and cover shipping yourself.
Set up the Return Merchandise Authorization online or by calling us, and we’ll email packaging instructions.
On average, about 4–5 business days from the time we receive your item, enter it into our system, and pass it to Quality Assurance. For replacements, allow an additional 2–3 days before the outbound package ships.
Once your return is processed, allow 2–3 business days to receive the outbound package. You’ll get a shipping confirmation email on the ship date.
Yes. Once your package arrives, it typically takes 1–2 business days before you receive an email that your return is being processed.
For U.S. customers, allow 3–5 business days from the confirmation email for funds to reach your account (your card issuer may take longer). For international credits, allow up to 7 additional business days.
Yes. You’ll receive an email when your return has been received, another when it moves to Quality Assurance, and a shipping confirmation (no later than 9 PM EST) on the day a replacement ships.
Still have a question?
Our team is happy to help with inventory, memos, and orders.