top of page
  • What payment methods do you accept ?
    We accept Visa, MasterCard, American Express, ChinaUnionPay, JBC, Diners, Discover, Electron, Maestro, Apple Pay, Google Pay and Paypal.
  • Can I change my browsing currency ?
    All of our transactions take place in Canadian dollars. However we do provide a currency conversion tool as a way to help our customers make sense of our prices. Keep in mind that this is an approximation (based on live exchange rates at the time) and all orders will be processed in Canadian dollars as we are a Canadian company.
  • Where are your products made?
    All of our products are manufactured in White Rock, BC, Canada. All jade comes from Canada.
  • Will my pendant come with a cord or chain?
    Yes. All of our necklaces come with the cord or chain .
  • How long does it take for personalized jade customization?
    The design phase of each customized product takes 5 business days. After the first draft of the design is completed, we will send the electronic image file to you email for confirmation. After confirmation, we will need 3-5 business days to cut, carve and polish the jade product. Therefore, the entire design and production process takes 8-10 business days to ship. Please remember that personalized customization of jade is a unique product in the world. It is much more difficult to customize than Gold and Silver jewelry. It is a treasure that can be passed down from generation to generation.
  • What kind of jade products can you customize?
    Our specialty is to record and express characters' avatars, expressions, and wonderful moments with jade. Therefore, our featured products are usually jewelry-based character head carving products. Of course, we can also customize the engraving of various types of landscape ornaments and engraving products of various cultural types.
  • Can you create creative designs for customers?
    We only design directly based on the pictures provided by customers. We are not responsible for altering customer's images. Customers need to understand what kind of jade product you need and make a decision before submitting pictures.
  • What are your shipping speeds and costs?
    We have a whole page dedicated to this, which you can visit here.
  • Can I return my order for a refund?
    For full details of our returns policy please visit our returns page.
  • How do I track my order?
    You can track your order by clicking the link found in the shipping confirmation email which you will receive within two business days of shipping your order.
  • I've not received my order. What do I do?
    If you are in Canada, please allow 5 business days before you get in touch. If it has already been 5 days, please contact us and we'll look into it for you. If you are outside Canada, please allow 10 business days.
  • Do I need to sign for my order?
    A signature will be required upon receipt of the goods for all orders. We send our jewellery fully insured and this is a requirement of that insurance.
  • Will I be charged customs or duty fees?
    Your order may be subject to import duties and taxes once it reaches the country it is being shipped to. Any fees will vary depending on the destination country and order value. If unsure, we recommend you contact the relevant overseas customs office to aid in making an informed purchase decision. Jade Custom Canada are not responsible for these fees. Be mindful, also, that it will be the recipient of the goods who will be asked to pay any fees upon delivery, so consider this when ordering gifts. Orders which are not claimed at customs will be returned to us at the customer’s expense; with any refund deducting the cost of return postage. A refund will not be issued until the items have arrived back with us, in the same condition.
  • What happens if I refuse delivery or do not collect from customs?
    Orders which are not claimed at customs - or refused at the address by yourself or the recipient of products - will be returned to us at the customer’s expense; with any refund deducting the cost of return postage. A refund will not be issued until the items have arrived back with us, in the same condition.Even if customized products are returned, we will not refund.
  • Can I cancel my order?
    You can cancel your order if non-customized products have not yet been shipped, and if customized products have not yet been designed. Please contact us and tell us your order number.
bottom of page