Shipping policy
GEM SHIPPING POLICY
MADE-TO-ORDER & FULFILLMENT
GEM apparel is made to order. After you place an order, your item is produced and prepared for shipment by our third-party fulfillment partner. Because our products are made to order, processing and fulfillment generally take approximately 2–5 business days before shipment. Fulfillment times are estimates and may vary during holidays, high-volume periods, product availability issues, or other circumstances.
SHIPPING & DELIVERY
Shipping time begins after your order has been fulfilled and handed to the shipping carrier. Delivery times vary depending on the destination, shipping method, carrier, and other factors outside our control.
Any delivery dates or timeframes provided at checkout or in order communications are estimates unless expressly stated otherwise. Good Energy Match cannot guarantee delivery on a specific date and is not responsible for carrier, weather, customs, or other delays outside our reasonable control.
SHIPPING RATES
Available shipping methods and applicable shipping charges will be displayed at checkout before you complete your purchase. Rates may vary based on the destination, products ordered, and available shipping method.
ORDER TRACKING
When tracking is available, you will receive tracking information after your order ships. Please allow time for the carrier to activate and update the tracking information after shipment.
MULTIPLE SHIPMENTS
Some orders may arrive in separate packages if products are fulfilled from different facilities or become ready for shipment at different times. If your order is divided into multiple shipments, you may receive separate tracking information for each package.
INCORRECT OR INCOMPLETE SHIPPING ADDRESSES
Customers are responsible for providing a complete and accurate shipping address at checkout. If you notice an error, please contact Good Energy Match as soon as possible. We cannot guarantee that an address can be changed after an order has entered fulfillment or shipped.
If an order must be reshipped because an incorrect or incomplete address was provided by the customer, the customer may be responsible for additional shipping charges.
LOST PACKAGES
If your package appears to have been lost in transit, please contact Good Energy Match within 30 days of the estimated delivery date so we can investigate the shipment and determine an appropriate resolution.
If tracking indicates that a package has been delivered but you have not received it, please first check the delivery location, household members or neighbors where appropriate, and contact the shipping carrier. You may then contact Good Energy Match and we will review the circumstances and assist where reasonably possible.
INTERNATIONAL SHIPPING
International shipping availability may vary by destination. International orders may be subject to customs processing, import duties, taxes, or other charges imposed by the destination country. Unless otherwise stated at checkout, customers are responsible for any applicable duties, taxes, customs fees, or similar charges imposed by local authorities.
Customs processing may also cause additional delivery delays outside the control of Good Energy Match.
ORDER CHANGES & CANCELLATIONS
Because GEM apparel is made to order and fulfillment can begin quickly, changes or cancellations are not guaranteed after an order is placed. Please contact us as soon as possible if you need to request a change or cancellation. Once an order has entered fulfillment or shipped, it may no longer be possible to change or cancel it.
CONTACT US
If you have questions about your GEM shipment or experience an issue with an order, please contact Good Energy Match using the contact information provided on our website. Please include your order number when contacting us so we can assist you more efficiently.
This Shipping Policy should be read together with our Return & Refund Policy and Terms of Service. Nothing in this policy limits any rights you may have under applicable consumer protection laws.