Frequently Asked Questions (fyz)

We've created this detailed guide to address our most common inquiries. If your question isn't answered here, please don't hesitate to reach out to us directly through the following channel.

Customer Service Email: Lml54650@outlook.com

Service Hours: Monday - Friday, 9:00 AM - 5:00 PM PST

Our dedicated team will respond promptly and assist you with all matters.

Orders & Payments

Q1: Can I modify or cancel my order after placing it?
    • We understand you may need to adjust your order. To ensure prompt delivery, our system processes orders immediately after submission, so we cannot modify or cancel your order once it’s placed. If you’re unsatisfied with your received items, we offer a convenient return service.
Q2: What are the terms and conditions for promotions?
  • Items in the sale category, one-of-a-kind crystals, and large crystals are Final Sale and not eligible for returns.
  • Discount codes and promotions cannot be combined; only one can be used per order.
  • Discount codes and promotions do not apply to subscription items.
Q3: What payment methods do you accept?

We support secure and convenient payment methods, including all major credit cards, PayPal. You can also use store credits or gift cards/codes.

We do not accept checks, money orders, cash, or traveler’s checks.

Q4: Why does my order need verification?
To protect your account security, we occasionally perform quick verifications on some orders, which usually don’t affect shipping times. If we need your cooperation, we’ll contact you via email promptly.
Q5: How to handle currency for international orders?
For all international orders, we recommend using the PayPal option for international credit card payments—no PayPal account is needed. Just select the PayPal option at checkout and enter your credit card information.

II. Shipping & Logistics

Q1: What are the shipping costs and delivery times?
      • Domestic (US) orders: Orders under $88 cost $20 for ground shipping; orders over $88 qualify for free shipping.
      • International orders: Shipping costs are calculated based on the destination, item weight, and delivery speed. You can check the exact cost at checkout.
      • International packages must be picked up by the recipient at the nearest local customs office, and any customs duties incurred (determined at pickup) are the recipient’s responsibility.
Q2: How long does it take to ship my order?
    • Most regular products take 1–3 business days to process.
    • 1-on-7 custom items are handcrafted and take 1–7 business days to process (This timeframe includes the energy analysis, design matching, handcrafting, and packaging for dispatch. It does not include shipping transit time.).
    • Regular delivery takes about 3–7 business days; remote or international areas may take up to 4–6 weeks.
    • Large or bulk custom crystals may take extra time for protective packaging. Processing times may be extended during peak shopping seasons (e.g., holidays).
Q3: Why is my order taking longer than usual to arrive?

Once shipped, packages are handled by third-party carriers, and ftz·jewelry gem is no longer responsible for delays.

You’ll receive a confirmation email with tracking info after shipment. We recommend tracking your package. If you have strict delivery deadlines, consider expedited shipping—even local ground shipping can be delayed.

Q4: What does “Shipping Label Created” mean in tracking?
It means your package has been handed to the carrier (e.g., USPS) and is awaiting pickup and scanning. The carrier usually updates the tracking within 24 hours—please be patient.
Q5: My package is marked “Return to Sender”—what should I do?
This usually happens due to unclear addresses or failed delivery attempts. Contact us via email immediately with your order number, and we’ll help reschedule delivery.
Q6: What to note for international orders?
  • International shipping costs are based on destination, item weight, and delivery speed—check at checkout.
  • International packages require pickup at local customs, with duties paid by the recipient (determined at pickup).
  • International delivery takes about 4–6 weeks (depending on your chosen shipping method). We’ll ship your package as soon as possible, but we can’t control delivery speed once it leaves our headquarters.

III. Returns, Exchanges & Refunds

Q1: What is your return policy?

    • We’re committed to ensuring 100% satisfaction with your crystal energy experience. Here’s our return policy:

      • Regular return period: Bracelets, necklaces, and most crystals can be returned within 30 days of delivery (excluding service items, 1-on-1 custom items, and items bought during promotions).
      • Return conditions: Items must be in their original condition, unworn, undamaged, and returned with original packaging and tags.
      • Special item notes:
        1. Service items (e.g., 1-on-1 energy analysis): No refunds once the service starts.
        2. 1-on-1 custom items: A 24-hour cooling-off period is offered—cancel within this period for a full refund. After the cooling-off period, if we’ve started processing/designing your custom item, returns, refunds, or exchanges are not allowed.
        3. Custom crystals: Each is unique, limited in stock, and rare—they’re Final Sale and not returnable.
      • Return/refund fees: A non-refundable $28 service fee applies to cancellations or returns; the remaining amount is fully refunded. After receiving and inspecting your return, we’ll refund the remaining amount (minus return shipping costs) to your original payment method.
      • Non-returnable items: All accessories are Final Sale and not eligible for returns.
Q2: How to request a return?

  • Follow these steps:

    1. Log into your account on our website.
    2. Find and click on the order you want to return.
    3. Click the “Request Return” button in the top right corner of the order details page.
    4. Fill in the required information (e.g., return reason, item condition).
    5. Our customer service team will review your request and notify you of the result.
    6. If approved, you’ll receive an email with return instructions and a shipping label—send the item back to our warehouse as instructed.
Q3: How to ensure the safety of my returned package?
We strongly recommend using a padded envelope/box and a shipping service with tracking and insurance. ftz·jewelry gem is not responsible for lost or stolen packages during transit (after you send it and before we receive it).
Q4: How long does a refund take?
We’ll process your refund within 5–7 business days after receiving and inspecting your return. The refund will be credited to your original payment method, and the processing time varies by bank/payment platform (usually an additional 3–10 business days).
Q5: What if I receive a damaged item?

First, note that we sell natural crystal gemstones, which inherently have natural inclusions (e.g., tiny clouds, fine lines)—they can’t be as “flawless” as glass or synthetic stones. These unique colors, textures, and internal features prove their authenticity. We embrace these natural marks and advise perfectionists to order cautiously.

If your crystal has obvious non-natural damage (e.g., cracks, large chips), we apologize! Please send us an “unboxing video” (clearly showing the process from opening the package to discovering the damage), photos of the damaged area, and your order number within 14 days of receipt. We’ll handle exchanges or refunds promptly.

IV. Crystal & Energy Guide

Q1: How to choose the right crystal for me?

    • Browse our “Energy Solutions” collection based on your needs (e.g., calmness, focus, motivation).

      If you’re unsure, try our “Personalized Custom Service”—energy expert Fule will provide tailored recommendations based on your situation.

      You can also try our “Personalized Discovery & Guidance Service”: Professional analysis helps you understand your needs and match you with meaningful crystal jewelry.

Q2: What’s the first thing to do after receiving a crystal?

  • We recommend two steps:

    1. Clean the included cleansing crystal and your crystal.
    2. Perform energy cleansing—options include moonlight exposure, white sage smudging, or placing it on a crystal cluster to clear residual energy from transit.

    After these steps, you can explore how to use your crystal.

Q3: How to clean and cleanse crystals?

After getting your crystal/jewelry, cleanse it to clear energy from previous handling. We recommend this 4-step method:

  1. Water cleansing: Gently rinse your crystal and our cleansing crystal with running water.
  2. Natural energy cleansing: Place the crystal under moonlight or sunlight for 6–8 hours.
  3. Sacred smoke cleansing: Light white sage or frankincense resin on charcoal and let the crystal/jewelry sit in the smoke.
  4. Music energy cleansing: Place the crystal in a room playing high-vibration music (e.g., singing bowls, mantra music) to clear stagnant energy.

This method purifies crystals on multiple vibrational levels.

Q4: How to set intentions for my crystal?

Intentions bridge you and your crystal’s energy, helping you bring specific energy and goals into your life. Sometimes, daily intentions support long-term goals (e.g., daily meditation for better health); other times, they’re for a specific moment (e.g., gratitude for someone/something).

Setting intentions deepens your connection with the crystal, helping you achieve goals or spiritual growth.

Q5: How to use healing crystals?

There’s no “right” or “wrong” way—find what works for you. Here are some recommended methods:

  • Hold the crystal during meditation to focus on its energy.
  • Create a crystal grid to build a specific energy field.
  • Design a “sacred space” (e.g., a meditation nook) and place crystals there.
  • Carry small crystals in your pocket or wallet.
  • Wear crystal jewelry to yoga classes to combine crystal and movement energy.
  • Use crystals as home decor to add positive energy to your space
Q6: My crystal feels “not working”—what should I do?

Crystals amplify the energy you send out. If yours feels “inactive,” try:

  1. Set intentions daily and connect with its energy.
  2. Cleanse it regularly and clearly communicate your desired energy.
  3. Be patient: Crystals work in their own time and way—you might get unexpected results (e.g., setting an intention for “wealth” could lead to a new business opportunity, not direct money). Stay open and notice cosmic signs.
  4. Understand energy work: Healing/change isn’t always “pleasant”—you might experience emotions or face avoided issues (clearing energy blocks). Stay connected to your crystal to stay calm and focused; once blocks clear, you’ll see how it supports your intentions.
Q7: Can I use multiple crystals at once?
Absolutely! Our bracelets are designed with multiple crystals, and you can trust our designers’ professional combinations—their energies work harmoniously.
Q8: What is chakra healing? How to use crystals for chakra healing?

  • Chakras are energy centers along the spine, with seven main ones: Root, Sacral, Solar Plexus, Heart, Throat, Third Eye, and Crown. Each corresponds to different physical and emotional states.

    Analyzing chakra energy helps balance your “mind, body, spirit.” Check our “Chakra Crystal Chart” to learn about crystals for each chakra, or visit these links:

    • Root Chakra Healing with Crystals
    • Sacral Chakra Healing with Crystals
    • Solar Plexus Chakra Healing with Crystals
    • Heart Chakra Healing with Crystals
    • Throat Chakra Healing with Crystals
    • Third Eye Chakra Healing with Crystals
    • Crown Chakra Healing with Crystals
Q9: How to create a “sacred space”?

  • A “sacred space” is your personal spiritual retreat—for some, it’s an altar; for others, a quiet corner with a meditation pillow or a peaceful outdoor spot.

    Over time, using the same space for prayer, meditation, or healing builds energy. Entering it triggers a sense of calm, as your mind associates it with relaxation.

    Fill it with meaningful items (crystals, relics, mementos)—it doesn’t need to be fancy, just a place that makes you feel connected.

V. Jewelry Wearing & Care

Q1: What custom design services do you offer?

We （Truly One of a Kind and tailor-made）offer 6 options:

  • Personal Energy Alignment:
  1. Energetic Alignment Mystery Box
  2. Energetic Alignment Replica Custom
  • Inner Potential Discovery:
  1. Innate Potential Mystery Box
  2. Innate Potential Replica Custom
  • Intention-Focused Custom：
  1. Intention Mystery Box
  2. Intention-Inspired Replica Custom

All custom jewelry is created by energy expert Fule, who analyzes your information, then designed by jewelry designer Yansnow with a crystal formula tailored to enhance your intentions.

Q2: How to find the right jewelry size and bead size?

  • Step 1: Measure your wrist

    Wrap a soft tape measure snugly around your wrist (at the bone)—no extra length needed.

    If you don’t have a tape measure, use a string: Wrap it around your wrist, mark the overlap, then measure the string with a ruler.Detailed link: Measure your wrist

    Step 2: Refer to the height-weight chart

    Our chart has weight (40kg–100kg) on the top row, height (150cm–155cm to 185cm–190cm) on the left column, and approximate wrist sizes (13.5–21) in the middle—use it as a reference.Detailed link: Refer to the height-weight chart

    Gift size guide

    If you’re gifting and can’t measure the recipient’s wrist, refer to their approximate height/weight and our chart. You can also note “gift purpose,” and we’ll offer flexible size suggestions.Detailed link：Gift size guide

    Bead size tips

    Bead size and design affect bracelet fit: Even with the same wrist size, larger beads vs. smaller beads look/feel different.

    We recommend larger beads for larger wrists—they balance the visual effect and prevent the wrist from looking bigger.Detailed link：Bead size tips

Q3: Can I wear jewelry in the shower or while swimming?

We don’t recommend wearing jewelry in water (showers, swimming) or exposing it to repeated moisture. Water/moisture degrades the string over time, causing it to break.

To keep your jewelry shiny and intact, remove it before showering/swimming, and avoid contact with chemicals (perfume, lotion, skincare products) to prevent oxidation and crystal damage.

Q4: Can I wear multiple pieces of jewelry at once?

Our bracelets can be stacked with watches or bangles. Follow these tips:

  • “Left In, Right Out” energy principle: Wear on the left to absorb positive energy; wear on the right to release negative energy.
  • Quantity suggestion: Up to 3 pieces on the left wrist, 2 on the right.

Energetically, the body has three main energy channels (NADIS) running up the left, right, and center:

  • The left side is the “receiving side,” related to your inner self (habits, motivation, emotions)—wearing jewelry here supports inner transformation or brings specific positive energy.
  • The right side is the “action side,” related to outward energy (action, expression)—wearing crystals here boosts productivity and controls energy output.

Choose the side based on your needs (e.g., “absorb energy” or “release negativity”).

Q5: How to clean my jewelry?

For daily cleaning, use a soft, dry microfiber cloth to remove dust/stains—avoid chemicals (cleaners, alcohol) or soaking in water.

For regular energy cleansing, we recommend these 4 methods:

  1. Place jewelry on our included cleansing crystal for 6–8 hours.
  2. Place jewelry in sunlight or moonlight for at least 4 hours.
  3. Light a white sage or Palo Santo stick and let the jewelry sit in the smoke until its energy calms.
  4. Place jewelry on a piece of selenite or quartz crystal for at least 6 hours.
Q6: Important notes about your crystal jewelry

Every piece from fyz·jewelry gem is a “energy companion” we craft with care. We believe crystals amplify energy that resonates with your intentions and beliefs. Here’s what you need to know:

Jewelry Purpose

Our crystal jewelry is a tool for personal growth and self-reflection. Its effects depend on your beliefs, usage frequency, and openness. Each piece is unique—natural variations in color, texture, and features are normal.

Quality Assurance

We promise all jewelry is made with natural crystals and strictly inspected. Please note:

  • Crystal energy is rooted in cultural traditions and personal experience—not scientifically proven “effects.”
  • We encourage you to see crystal jewelry as a beautiful companion on your self-discovery journey, not a “product with specific功效.”
  • Wearing experience and energy perception vary by individual (body type, habits, energy state, etc.).

Care Tips

To keep your crystal jewelry in top condition:

  • Avoid contact with chemicals (perfume, lotion, skincare).
  • Remove it before showering, swimming, or exercising.
  • Store it in a dry jewelry box when not wearing—avoid humid environments.
  • Clean it regularly with a soft cloth and cleanse its energy as recommended.

Responsibility

fyz·jewelry gem focuses on providing high-quality natural crystals and thoughtful designs, ensuring material authenticity and craftsmanship. The “effect” of crystals as a “personal growth tool” is for you to experience and verify—we make no explicit or implied guarantees about their “energy effects.”

We value every connection with you and hope this carefully crafted crystal jewelry becomes a beautiful companion on your journey of self-exploration and growth.

— The fyz·jewelry gem Team