FAQs - CUSTOMER SERVICE
How long will it take for my order to be processed?
Customers should receive confirmation within 24 hours of placing an order. If you do not receive a confirmation within 24 hours, please contact customer service at 781-763-0444 or firstname.lastname@example.org.
What is the lead time after an order is placed?
The typical lead time after an order is placed is three to four days plus transit for parts or wheel orders that are in stock. Ink orders vary depending on the size of the order and the products purchased. Small in-stock orders are roughly three to four days plus transit. Large truck orders or fluids that need to be made can sometimes take six to ten days plus transit. A $25 rush order is available for orders of products that are in stock to be shipped on the same day as the order is placed.
How long does an order take to be shipped to a customer?
Typically, shipping varies by location and the type of product that has been ordered. Ink has a processing time of five to seven business days before shipment, and ground shipping from our Hanover, MA location takes one to five business days. Parts take one to two business days (subject to change based on inventory). Machine orders vary due to customizations, and the lead time for machine orders is a minimum of five business days. For most orders, local and expedited shipping options are available.
What is Gem’s product return policy?
When making a return, customers can obtain a Return Authorization number from our customer service team. Fluid products must be returned within 90 days of expiration. Printing wheels may only be returned within 90 days of receipt. A 25% restock fee applies to all returned orders unless the product was damaged in transit to the customer. Containers that have been opened and fluids that have expired cannot be returned. Acceptance of all returns is subject to approval.
Which package delivery companies and carriers does Gem use?
Small orders are delivered by UPS or FedEx. For large orders and international shipping, there are various trucking companies and international carriers that we utilize.
How do I verify if the product I want to buy is in stock as well as get a price quote?
To check our inventory and get a price quote, please email customer service at email@example.com or call us at 781-763-0444.