Shipping and Return Policy
General Terms
It is your responsibility to familiarise yourself with our Shipping Terms & Conditions and Returns Policy prior to placing your order.
If your enquiry is urgent, please clearly mark your email subject as URGENT with a brief reason in the heading. Response times for emails are between 2–5 business days.
Packing Timeframes
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Standard Orders & Live Sales: Please allow 2–5 business days for your order to be packed.
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Large Sales & End-of-Month Boxes: During busy periods such as sales or monthly box closures, please allow up to 7–10 business days for packing. These orders often include larger quantities and require extra care when handling fragile pieces.
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If your order is time-sensitive, please email us so we can try our best to prioritise it.
Shipping Process
Once your payment is received, your order enters our packing queue—this may take up to 24 hours depending on when payment is made.
After packing:
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Your order is booked for shipment.
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The courier is scheduled to collect your parcel (pick-up time is currently 12–24 hours for 80% of parcels).
If your parcel has not updated in tracking after 7 days, please contact the courier directly. You’ll find their name in your shipping confirmation.
Couriers We Use:
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NZ Post
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Post Haste
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DHL
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FedEx
Courier selection depends on location, rural delivery zones, and service backlogs.
Due to the fragile nature of crystals, our packing process is slower than typical retailers. We appreciate your patience and understanding—especially during sales and special events.
Damaged or Broken Items
Despite our best efforts in careful packaging, breakages may occasionally occur.
If your item arrives damaged:
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Email us at contact@crystalculture.co.nz with:
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A photo of the broken item
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A photo of the original packaging (required for courier damage claims)
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We’ll initiate a courier damage claim and request collection of the item.
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Once assessed, we will:
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Replace the item (if available), or
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Issue a store credit or refund if replacement is not possible.
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Please note, exact replacements may not be available due to the unique nature of many of our crystals.
Returns & Exchanges
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Change of Mind: We do not accept returns for change of mind. However, at our discretion, we may approve a return in exchange for store credit only.
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All returns must be:
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Sent at the customer’s expense
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Properly packaged to avoid further damage
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Approved by our team before sending
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Once received and inspected, credit or exchange processing can take up to 10 business days.
International Orders
Customers are responsible for knowing and paying any duties, taxes, or import fees charged by their country.
Instagram Live Sales
Live sale items are excluded from storewide discounts and promotions. If a discount is mistakenly applied to a live sale item, we will contact you for the price difference before shipping.
Pickups
As we are a home-based business, we do not offer pickups for health and safety reasons.
For all shipping, returns, or damage enquiries, please contact:
📧 info@tribalcrystals.com
Thank you for supporting Tribal Crystals and helping us continue to share ethically sourced, energetically powerful treasures with the world. ✨