Shipping Timelines
How Long Does Shipping Take?
Orders are processed and dispatched within 1–3 business days of purchase. Once dispatched, delivery typically takes 12–15 business days.
Delivery times may vary based on:
Destination country
Customs clearance time
Local courier conditions
Peak shipping periods
In some regions, delivery may exceed 15 business days due to customs inspections or local logistics constraints.
Do You Offer Express or Overnight Shipping?
Not currently. Express and overnight shipping options are not available.
Tracking Your Order
Why Does My Tracking Show "Label Created"?
This is normal, especially for international shipments. Tracking updates often only appear once the parcel reaches the local delivery partner in the destination country.
During transit and customs clearance, minimal or no updates are expected. This does not indicate a problem with your shipment — it simply means the parcel has not yet cleared customs.
If your tracking has not updated for an extended period, contact our support team at support@gemiq.com.
Partial Orders and Missing Items
I Did Not Receive All of My Order. What Do I Do?
GemIQ products and accessories may be packaged and shipped separately. If your order ships in multiple packages, each tracking number will be sent to your confirmation email.
Check your confirmation email for all tracking numbers. You can also contact the carrier directly for an update once your shipment has cleared customs.
Delivery Restrictions
Can I Pick Up My Order?
No. Orders can only be delivered to the shipping address provided at checkout. In-person pickup is not available.
Can You Deliver to a PO Box Address?
No. We do not deliver to PO Box addresses. Please provide a complete street address when placing your order to avoid delivery delays.
Address Changes
Can I Change My Shipping Address After Placing an Order?
Yes — if your order has not yet been processed and dispatched. Contact our support team at support@gemiq.com as soon as possible with your order number and the corrected address.
International Shipping and Customs
What Is DDP Shipping?
Delivered Duty Paid (DDP) is an international shipping arrangement where customs duties and taxes are fully paid before delivery. Where DDP is available, you will not need to handle any customs paperwork or pay additional fees upon receipt.
Note: DDP shipments may take up to 21 additional days compared to standard delivery.
Are Duties and Taxes Included?
Most international orders are shipped with duties and taxes prepaid. In most cases, you will not need to take any action for customs clearance.
In some regions, customs authorities or local couriers may request additional information to complete clearance. If you receive such a request, contact our support team promptly and we will assist you.
Warehouses and Carriers
Where Are Your Warehouses Located?
We ship from facilities in Hong Kong, China, Australia, and the United States. Orders are dispatched from the closest available warehouse to minimize delivery time.
Peak Period Delays
During promotional periods, public holidays, or peak shipping seasons, deliveries may take longer than usual due to higher order volumes and carrier capacity. We appreciate your patience during these times.