Frequenty Asked Questions
1. Face Rollers & Gua Sha Related
Is the Stone real/natural/authentic?
Our Face rollers and gua sha are made of 100% natural stone. They are tested and certified by Gemologist. We also ship the authentication certificate with the product.
Which one is better, Jade or Rose?
Generally speaking, both Jade and Rose quarts are equally good for massage purposes. Jade is best suited for dry, damaged or dull skin type.
Rose is best suited for oily/combination, sensitive skin or those suffering from acne.
My Rose Quartz Roller/Gua Sha is not pink as shown on your website?
Color has very little to do with the benefits that the stone possesses. The raw Rose quartz stone is a mixture of pink and white. When we cut the large block of stone to make gua sha or roller, it is practically impossible to always cut from the pink portion of the stone. So some of our rose quartz products (roller & gua sha) are pink, some are faded pink and few are off white. But be assured, the stone will have the same benefit irrespective of its color.
I Dropped my Gua Sha and now its broken, will you replace it?
Please note that these are crystals are extremely fragile. They will not survive an accidental drop. This is not a product quality issue as even the most thick gua sha will shatter into pieces when dropped. Handle it with care like you would handle an expensive crockery! Refer to our refund policy for more details: https://thezencrystals.com/policies/refund-policy
My Gua Sha have few cracks, is it a used product?
Many customers have never seen a rose quartz stone before and few cracks on the gua sha makes them think that the product is not finished properly or it has been used before. Please understand, this is a translucent stone with lots of cracks, lines, internal dirt spots etc. Each roller or gua sha is made entirely by hand which includes shaping, cutting and polishing. To make the gua sha sturdy, we have to maintain an approximate thickness. If an internal crack appears on the surface, we make sure that its not on the usable edge of the stone. We do not apply any chemical dye to fill the cracks and make the surface flawless. This is not a factory made product and we expect such imperfections. Your gua sha is certainly not a used product because a stone will never develop cracks if it is used on the face. Many rose quartz products available in the market that looks so shiny are actually made of resin and they are not even a stone!
Do you provide any facial oils with the product?
We have Kumkumadi Face Oil which you can use every day for radiant and healthy skin.
2. Order Related
What is the status of my order?
Once you have placed your order, we will send you a confirmation email/WhatsApp message to track the status of your order.
Once your order is shipped we will send you another email/WhatsApp to confirm you the expected delivery date as well as the link to track your order (when the delivery method allows it).
Additionally, you can call us at 987-135-6030 to get more information about your order.
Can I change my order?
We can only change orders that have not been processed for shipping yet.
Once your order is under the status "Shipped", "In-Transit" or "Out for Delivery", then we cannot accept any edits to your order.
To make changes to your order, please reach out to us at firstname.lastname@example.org
How can I cancel my order?
You can request for cancellation within 24hrs of placing the order. Kindly write to us at email@example.com and we will cancel your order. Please note that cancellation is not possible if the order status is 'shipped', 'in-transit' or 'out for delivery'.
What payment methods do you accept?
You can purchase on our website using any debit/credit card/UPI/Netbanking and Cash on Delivery.
You can chose these payment methods at checkout.
Where do you ship?
We currently ship to almost all serviceable pincodes in India
How long does it take to ship my order?
Once you've placed your order, it usually takes 24 to 48 hours to process it for delivery. Made to Order products will take longer and the processing time will be mentioned in the product description section.
Standard shipping time is between 3-5 business days (Metro cities) and 5-7 business days (non Metro cities).
What if I'm not home?
If you're not home, a new delivery will be performed the next day or the delivery partner will reach out to schedule a new delivery date.
You may also have to go to your local courier office to collect your package in case it cannot be delivered to you.
Do you accept returns?
Kindly refer to our return policy here: https://thezencrystals.com/policies/refund-policy
I just opened my package and the product is broken, what to do?
Due to the fragile nature of the product, we have to pack it very carefully. We also put a FRAGILE label on the courier bag. Even then, it may happen that the product is delivered to you in a broken condition. We take full responsibility of such damages and will replace the damaged product. Kindly send us the photos of the package and the inner content immediately or within 48hrs of delivery. You can email us at firstname.lastname@example.org
What is your exchange process?
Exchange is only possible if the product delivered to you is in broken condition. As mentioned above, you need to report the issue within 48hrs of delivery. We will then create a new order for the replacement. Once the replacement product is delivered to you, we will arrange the pickup of the defective item (if applicable). NOTE: Please do not handover the defective product to the delivery person. A separate pickup executive will collect the package from you the next day.
How do you refund money for COD orders?For COD orders, we would require your bank details to initiate NEFT. We do not transfer to Wallet or UPI ids.
How long does it take to get my money back?
Once your refund request is accepted, we will arrange a reverse pickup for the product. As soon as the product is delivered to our warehouse, we will initiate the refund. The standard time for money to reflect in your account is within 5-7 business days.
Do you offer discounts if I need to buy more than one product?
Sure, you can contact us at email@example.com for bulk discounts.