PROCESSING & SHIPPING

 
      • Our current processing time is about 7-10 business days ( not including weekends and holidays). Please contact support@silkygem.com if there is an issue.
      • Due to high demand, multiple orders might be mailed separately.
      • We ship to the United States and Canada
      • We will send your tracking information through USPS after your order is processed, and shipping is going to take about 3-10 days depending on your location. 
      • International shipping takes up to 2-4 weeks depend on your location. Please contact us if you have any questions. 
      • Issues with damaged items must be addressed within 48 hours. 
      • We are not responsible for damaged or lost items. Once the package leaves our facility, it is no longer our responsibility and you will have to contact the shipping service. 
      • You have the option to purchase package protection at check out. This is not required but highly recommended as we are not responsible for lost or destroyed packages
      • Click To file a Claim. if you bought package insurance. 

    [ Processing time ]
    Please don't hesitate to contact us if you have any questions about the products or your order! We're always here to help.

    This is a very fragile item requiring gentle packaging. We can send it anywhere in America, but due to shipping conditions items can be a little rough and not hold its original form.
    Please contact us if you have a specific target date and we will reply with an estimated shipping date but we can make no guarantees. 


    Absolutely no returns, refunds or exchanges accepted on edible products.

    NOTE: AFTER ITEMS ARE SHIPPED, THE CARRIER IS THEREFORE RESPONSIBLE FOR LOST OR DAMAGED PACKAGES, for ex. candy opened, candy melted, incorrect delivery address, if item is "delivered" but you haven't received the package, etc.

    Sanitization: Our work area is always sanitized before and after use. All employees are required to wear gloves and hair covering whenever handling products

    Track Your Order:

    If you have purchased shipping protection and have issues with your order please use the following link:

    https://www.silkygem.com/pages/return-refunds-policy

    Once your order is packed and processing, you will receive an email with a tracking number.

      • There are no refunds or exchanges given for edible products - all sales are final. Any issues with packages in shipping need to be handled with the shipper. Once your order leaves our hands, I do not take responsibility for lost or damaged items or packages.

      • If your package does not arrive as confirmed in the tracking, you will have to contact us and your local post office within 48 hours for us to be able to determine what happened with the package.  Most of the time lost packages can be recovered if we contact within first 48 hours. 
      • Customer is responsible for any incorrect addresses, or locations where post office is unable to deliver and we will not refund in those situations.  
      • Pick-up may be optional for local orders in the Maryland/Montgomery  area. To arrange a pick-up, please contact me for availability before placing your order. If available, you will be given a code to remove shipping costs at check-out.
      • Returns or exchanges not accepted on edible products.

    COVID SHIPPING UPDATE: Due to global health events beyond our control, DHL, USPS, and FedEx are currently experiencing shipping delays and it is out of our control. Your package may be held by the carrier for delivery at a later date or take several days longer than normal.  Unfortunately, we have no control over this, thank you for your patience and support during this crazy times!