Shipping policy

Last updated: September 19, 2026

Otzera LLC (“Otzera”) ships valuable gemstones by secure, trackable, insured methods appropriate to the value of each order. This Shipping Policy forms part of our Terms of Service.

1. Where We Ship

We currently ship only to addresses in the United States. Gem Club memberships ship to U.S. addresses only.

For security and insurance reasons, we may decline to ship to P.O. boxes, parcel lockers, freight forwarders, reshipping services, or any address we cannot verify.

Shipment outside the United States is available only by private arrangement, at our discretion, on terms agreed with you in writing. Unless those terms say otherwise, you are responsible for all customs duties, import taxes, VAT, brokerage charges, and other fees imposed by the destination country.

2. Order Processing

Most in-stock gemstones leave our facility within 2–3 business days after payment has cleared and any verification is complete. Orders placed on weekends or holidays are processed beginning the next business day.

Any different processing time stated on a product page, or communicated to you before purchase, controls.

Higher-value orders may require verification before shipping, as described in our Terms of Service. The processing period does not begin until verification is complete.

Gem Club gemstones are selected and shipped after each monthly renewal payment is processed, normally within the same membership month. Premier Collector selections ship after your choice is made, as described in our Cancellation Policy.

3. Shipping Charges

For individual gemstone orders, shipping and insurance charges are calculated and shown at checkout before you pay.

For Gem Club, insured shipping is billed separately with each monthly renewal: $15 per shipment for Discovery Collector and $25 per shipment for Curated Collector and Premier Collector.

Shipping charges are not refundable, except as stated in our Return & Refund Policy.

4. Carriers and Service

Orders are shipped using trackable services from carriers such as FedEx, UPS, or USPS. We choose the carrier and service, and may change them where necessary to maintain insurance coverage, security, or delivery reliability.

5. Insurance and Risk of Loss

Otzera insures every shipment for its value while it is in transit to the shipping address in your order. That insurance is held by Otzera, and any claim under it is made by Otzera.

Our responsibility for loss or damage in transit ends when the carrier records delivery to that address. At that point, title and risk of loss pass to you.

If a package appears lost, contact us promptly so that we can open a carrier or insurance investigation. You agree to cooperate reasonably with that investigation, which may include signing a statement of non-receipt. Once the carrier confirms the loss or the investigation concludes, we will, at our option, replace the item with an equivalent one if you agree and one is available, or refund the full purchase price, including shipping.

6. Signature Requirements

Because gemstones are compact and valuable, most shipments require a signature on delivery, and higher-value packages may require an adult or direct signature.

You are responsible for arranging to receive signature-required packages. After an unsuccessful delivery attempt, the carrier’s normal holding and redelivery procedures apply.

If you ask us or the carrier to release a package without a signature, redirect it, or hold it at another location, you assume the risk of loss once the carrier records it as delivered.

7. Delivery Estimates

Carrier transit times are estimates, not guarantees. Weather, service disruptions, address problems, security review, holidays, and other circumstances can affect delivery.

If we cannot ship an order within the time we have stated, or within 30 days if no time was stated, we will notify you, give you a revised shipping date, and offer you the option to cancel for a full refund, as required by law.

8. Address Accuracy

Please verify your shipping address before submitting an order, and contact us immediately if a correction is needed.

For security reasons, address changes after payment require additional verification and may not be possible once a shipment is in the carrier’s custody.

Otzera is not responsible for loss resulting from an incorrect or incomplete address you supplied, once the package has been delivered to that address.

9. Freight Forwarders and Reshipping Services

If we agree to deliver an order to a freight forwarder or reshipping service at your instruction, you use that service at your own risk. Our responsibility ends when the carrier records delivery to that address. We are not responsible for any loss, damage, substitution, or handling after the forwarder accepts the shipment.

10. Damaged Packages

If a package arrives visibly damaged, photograph the exterior before opening it if you reasonably can, and keep all shipping materials.

Shipping damage, missing items, and incorrect items must be reported to us within 3 business days of delivery, as set out in our Return & Refund Policy, so that we can document the issue and pursue the carrier or insurance claim.