Order Changes and Cancellations

Orders may be changed or canceled up until the point that your stone is received by Waystone. If there is a need to change or cancel your order, please contact us at hello@mywaystone.com. In case of cancellation, a refund will be made in the amount paid less any shipping and handling costs that Waystone has incurred on your behalf.

Lead Time and Process

Upon receipt of your stone, it is inspected for compatibility with our process. In some cases, stones may need stabilization to be suitable for the chosen setting.  Any stabilization work is done at Waystone’s discretion at no additional cost. You will receive an email notification after your stone passes inspection and the cutting and polishing process begins. If your stone is not suitable for the selected setting, customer services will contact you via email to review your options.

Stone is a natural material. Its variations are part of its natural beauty.  Some stones may have a high shine polish and some may be matte. Some stones may have voids or imperfections in their surface.  Waystone will use our discretion to repair or let the beauty of the imperfect shine. Waystone does not warrant the final appearance of your stone. 

Waystone will use its reasonable best efforts to ship completed product within two weeks of receipt of your stone, however, as lead times vary Waystone cannot guarantee a two-week turnaround of your completed product. Please note that all turnaround times are based on the confirmation of receipt of your stone, not the date the order is placed. 

We offer one-week expedited turnaround for an additional fee. With expedited service, Waystone will use its reasonable best efforts to ship your finished jewelry within one week after receipt of your stone. If your stone is not suitable for the process or there are other delays beyond Waystone’s reasonable control, customer service will contact you as soon as possible to discuss your options.

Customers may order a pre-paid shipping box to be sent to their address and used to send in their stone. If you order a pre-paid box, we will send it to you via USPS within one business day after your order has been placed. The pre-paid box comes with a USPS shipping label already affixed, so you just need to pack up your stone and put it in the mailbox. Please note, orders received after 3pm MST are processed the following business day. We do not have an expedited shipping option for this service.

Shipping Policy

Waystone shipments are tracked and insured. In the unlikely event that your Waystone jewelry arrives damaged, please keep all packaging and contents and contact us within one week at hello@mywaystone.com with your order number for further instructions. If possible, please include a photo showing the damage to the jewelry and the packaging. If you fail to contact us within one week to report any damage, we may not be able to process an insurance claim for the damage. Waystone is not responsible for any damaged, lost, or delayed shipments.

Our #1 goal is to ensure that every Waystone customer has a wonderful experience with Waystone that results in a piece of jewelry they’ll treasure. When circumstances beyond our reasonable control occur in shipping, we will endeavor to assist you. Often, we can replace your jewelry by using remnants of the original stone. Contact us at hello@mywaystone.com and we will walk you through your options when things go wrong.

Return Policy

All of Waystone’s products are custom manufactured for each customer.  As such, Waystone cannot accept returns or refund completed orders. If you are dissatisfied with your purchase, please contact us at hello@mywaystone.com and we will endeavor to make it right.