Frequently Asked Questions

To help you shop smoothly and learn more about crystal healing, we have prepared the following frequently asked questions.
If you have any other questions, please contact us:
marketing@shinepurity.com
Business hours: Monday to Friday, Pacific Time 9:00 AM – 5:00 PM
We are always happy to assist you!

1. About Shinepurity and Our Crystals

1). What is Shinepurity’s brand philosophy?

We believe that every crystal carries a gentle power that can heal emotions and empower life.
Therefore, we insist on:

• Strictly selecting high-frequency natural crystals

• Preserving natural energy without dyeing, heating, or irradiation

• Combining healing energy with artistic design to give crystals the meaning of “companionship” and “protection”

• Respecting Earth’s resources and adhering to ethical and sustainable sourcing

2). Are the crystals natural? Are they fake?

All crystals from Shinepurity are naturally formed minerals. We do not sell imitations or artificially processed crystals. If a product contains a small amount of auxiliary materials, it will be stated on the product page.

3). Why do natural crystals have flaws?

Genuine natural crystals often have inclusions, mineral textures, or fine internal cracks. These are unique marks formed naturally over millions of years and do not affect the crystal’s energy or healing qualities.
Every crystal is one of a kind and carries its own energetic frequency. These are not flaws—they are nature’s signature.

4). Do crystal energies really work?

Crystal energy is an auxiliary healing tool: it can soothe emotions, enhance mindfulness, and help with focus and energy balance, but it does not replace medical or psychological treatment.
If you have mental or physical health concerns, please seek professional medical advice.

2. About Custom Products

1). Are there any special notes for custom pieces?

• Payment is required before production

• Production time is about 4 weeks (may be longer during peak seasons)

• Due to natural variations in crystals, the final product cannot be completely identical to the sample

• Designers may adjust decorative details according to overall visual balance

• If you need to modify the design before completion, email confirmation is required and additional fees may apply

2). Can custom products be returned or exchanged?

Custom products cannot be returned or exchanged unless damaged during transit or if the wrong item is received. We will remake or resend the item based on the actual situation.

3. Ordering and Payment

1). How do I know my order was successful?

After successful payment, the system will send an order confirmation email.
If you do not receive it, please check your spam folder or contact: marketing@shinepurity.com

2). Can I modify or cancel my order?

Before shipping: Please email us as soon as possible, and we will do our best to assist.
After shipping: Orders cannot be canceled or modified.
(Please refer to the return policy for non-custom items.)

3). What payment methods do you support?

PayPal, Visa, MasterCard, American Express, Apple Pay, Google Pay

SSL-encrypted secure payments supporting international credit cards

4). Why did my payment fail?

Please check:

• Whether your card information is correct

• Whether your account has sufficient balance

• Whether international payment permissions are enabled

If the issue persists, please contact your bank.

4. Shipping and Delivery

1). Shipping Fees

• U.S. Orders: Standard Shipping: Free for orders over $99; for orders under $99, standard shipping is $7

• Expedited Shipping: $35 for expedited delivery

• International Orders: Charged based on region; customs duties may apply (paid by the recipient)

2). Delivery Time

• Processing time: 3–5 business days (some items may take up to 10 business days)

• Standard U.S. Shipping: Estimated 9–15 business days

• Expedited U.S. Shipping: Estimated 5–10 business days

• International Shipping: 2–6 weeks, depending on destination and customs

Actual delivery time may be extended due to regional differences. During holidays, peak seasons, or customs delays, delivery times may be longer.

3). How can I track my shipment?

After shipping, you will receive an email with a tracking link to check your package status in real time.

4). What if my package is lost or returned?

• Returned due to incorrect address: You will need to pay shipping fees again for reshipment

• Lost during transit: We will contact the shipping carrier and assist with handling the issue

5. Return & Refund Policy

1). Requirements for returns of non-custom items

• We offer a 30-day no-reason return policy

• Items must be brand new and unused

• Packaging must be intact with all accessories included

• No signs of wear, damage, or stains

2). Items not eligible for return

• Custom products

• Solid gold products

• Items explicitly marked as custom, mineral specimens, or designer pieces

• Used, damaged, or contaminated items

• Items beyond the return window

3). Refund Processing Time

After we receive the returned item and confirm it is in acceptable condition, refunds will be issued within 7–10 business days to the original payment method. Final refund time depends on your bank or payment provider.

6. Privacy and Data Security

• User information is encrypted and protected

• We do not share data with unrelated third parties

• Payment data is protected in accordance with PCI standards
For details, please refer to our Privacy Policy

7. Crystal Care

1). Daily Care Tips for Crystals

• Avoid contact with water, sweat, and chemicals (may affect energy and luster)

• Avoid dropping or strong impacts

• Do not wear during swimming, showering, or intense exercise

• Store in a velvet pouch or individual box

• Wipe gently with a clean soft cloth

• Some crystals can be charged briefly in sunlight, but avoid prolonged exposure (may cause fading)

2). Daily Care for Crystal Pets

• Clay bases are not waterproof — do not soak or expose to moisture

• Ideal placement includes desks, nightstands, workspaces, or any corner that brings companionship and energy

• Dust gently with a soft brush or dry cloth; avoid water on clay parts

• Fine lines on the base are part of the handcrafted process—please rest assured

• If it gets wet accidentally, let it air-dry naturally; do not rub or squeeze

8. Customer Support

For any questions or assistance, please email:
marketing@shinepurity.com
We will do our best to provide you with a safe and pleasant shopping experience.

Final Note

Crystal energy is an auxiliary healing practice and cannot replace medical treatment.
If you have psychological or health concerns, please consult a professional.
May every crystal become a gentle source of strength in your life.