Returns or Refunds
GEM Supply provides a money back guarantee if you are not 100% satisfied with your shopping experience.
In the event there is a problem with your order, please contact us by email or toll free at 800-422-9886, and let us know in detail of any dissatisfaction you have with your order or experience shopping with GEM Supply.
If you need to return an item for an exchange or a refund:
With the exception of non-returnable items, all unopened products purchased at GEM Supply can be returned within 10 days of your receipt provided you have an authorized return merchandise number from our customer support department.
You will need a Return Authorization (RA) number from GEM Supply. Shipping the item back without an RA number from GEM Supply may delay your refund. To obtain an RA number, simply call our Customer Service Dept. 1-800-422-9886.
Ship To Information
We will give you the ship-to address for your return. If you return the item without receiving the shipping information from GEM Supply, it may delay your refund.
Boxing the Item
The item you are returning must be shipped back in its original box. Do not write the RA number on the box, doing so will disqualify you from receiving a credit. The RA number can only be written on the shipping label.
Shipping the Item
We highly recommend that you ship the item back using UPS or FedEx. The ability to track your package in transit is vital for you to ensure that it does not become lost and that it reaches its destination. Unfortunately, if the item never reaches the warehouse, we cannot issue you a credit.
In general, it takes approximately 10 business days for the warehouse to receive the item you have shipped to them and to see a refund on your credit card statement. It is GEM Supply policy to issue the refund to the same credit card with which the order was placed.
Returns and exchanges are not accepted for the following items: opened and/or assembled equipment, special order items, custom or made to order products, machines, beverage and any perishable items, medicines, first aid kits and kit refills. A 20% restocking fee may apply.
In order to receive credit, all products must be returned in the original packaging and including all original contents. Items not in their original condition are not returnable.
Any claims for damaged or missing items must be made within 48 hrs.
You can reach customer support at (800-422-9886), or email us.