Shipping zones & timing
We ship worldwide from Malaysia via UPS, FedEx, or Aramex, depending on destination. Every parcel is tracked end to end and dispatched in discreet, secure packaging. Approximate transit time after the piece is dispatched:
| Zone | Transit | Free over |
|---|---|---|
| Malaysia | 1-3 business days | $75 |
| Southeast Asia | 3-7 business days | $200 |
| East Asia & Oceania | 4-8 business days | $250 |
| Europe & UK | 6-12 business days | $300 |
| US & Canada | 6-12 business days | $300 |
| Middle East | 5-10 business days | $280 |
| Rest of the World | 8-16 business days | $350 |
Orders are typically dispatched within 1-2 business days, and signed for on delivery where the carrier allows.
Customs & duties
Most countries set a duty-free threshold below which no duties apply (varies by country). Above that, your carrier will collect the local duty at delivery. We declare the full sale price on every customs form.
Returns & our guarantees
Because every piece is one of one and ships internationally, we don't accept change-of-mind returns - return postage and the risk to a delicate stone in transit make it impractical, and keeping that cost out of the price is part of how we stay affordable. What we do guarantee, in writing:
- Authenticity, for life. If a piece bought from us is tested by an independent, accredited gemological laboratory and found to be anything other than natural Grade A jadeite, return it with the lab report and your order details and we refund you in full - no time limit. See the Authenticity guarantee for the full terms.
- Damage or loss in transit, fully covered. If your piece doesn't arrive, we refund you in full. If it arrives damaged, send us photos within 48 hours and we'll arrange its return in the original packaging. Once we have received and inspected the piece and confirmed the damage happened in transit, we refund you in full.
- See it first. Want certainty before you buy? Email us the piece reference and we'll send a short video of it in natural light. Most "not what I pictured" worries disappear once you've seen it move.
If something is wrong with your piece when it arrives, email jadeitepavilionhub@gmail.com within 48 hours with clear photos of the piece and its packaging, and hold on to the packaging until we have sorted it out. We look at every report on its own merits, and any remedy is limited to the guarantees above. Reports sent after 48 hours, or without photos, may not qualify.