At Rocks Realm, our ultimate goal is your complete satisfaction and building long-term, trusting relationships with our global wholesale partners. We take great pride in our transparency and communication, ensuring that we always ship exactly what we have agreed upon.
Because we work closely with you before any payment is made, we rarely encounter issues with our clients. However, we understand that in international trade and shipping, unexpected situations can occasionally arise. If they do, please rest assured that we are always here to help and find a fair solution together.
1. Our Commitment to You Every order is carefully prepared and inspected to match the details, quantities, and quality we discussed during our communication. We want you to be absolutely confident in what you are receiving.
2. The Unique Nature of Minerals As you know, Moroccan minerals and crystals (like geodes and vanadinite) are 100% natural creations of the earth. Because of this, slight natural variations in color, shape, size, and natural internal characteristics are completely normal and make each piece wonderfully unique. These natural variations are part of the stone’s beauty and are not considered defects.
3. In Case of Transit Damage We pack our bulk shipments with extreme care to withstand international travel. However, if your order arrives with significant damage caused by the shipping carrier, please do not worry.
Simply contact us within [7 days] of receiving your shipment.
Send us a few clear photos or a short video showing the damaged items and the packaging.
We will review it together and promptly work out a solution that satisfies you, whether that means offering a credit for your next order, a partial refund, or replacing the items in a future shipment.
4. Order Cancellations Since we finalize all order details and shipping costs with you directly before any payment is made, you have the complete freedom to adjust or cancel your order request at any time prior to payment. Once the payment is completed and the goods are handed over to the courier, the order is considered final and cannot be canceled.
5. Returns Because international freight for heavy minerals is very costly, traditional physical returns are generally not practical for wholesale orders. Instead of asking you to ship heavy boxes back to Morocco, our approach is to communicate openly with you. If there is a genuine issue with the items received that differs from our agreement, we promise to discuss it with you transparently and reach a mutually agreeable resolution.
6. We Are Always Here to Listen Your success is our success. If you have any concerns or questions about your order, please reach out to us directly. We are always happy to talk!
