Shipping Policy

Last Updated: February 10, 2026

Shipping Coverage

Aurex Gem House provides insured international shipping to:

• Australia
• China
• Hong Kong
• Taiwan
• Japan
• Other locations (by arrangement)

Shipping Methods

Express Insured Shipping

All gemstone shipments are sent via express courier services (DHL, FedEx, or UPS) with full insurance coverage. Shipping includes:

• Fully insured shipment for the declared value of gemstones
• Signature required upon delivery
• Real-time tracking information
• Secure packaging designed for high-value items

Delivery Timelines

Estimated delivery times from dispatch (business days):

• Australia: 3-5 business days
• China: 4-7 business days
• Hong Kong: 3-5 business days
• Taiwan: 3-5 business days
• Japan: 3-5 business days

Note: Delivery times may be affected by customs clearance procedures and local holidays.

Shipping Costs

Shipping costs vary based on:

• Destination country
• Declared value and insurance requirements
• Package weight and dimensions
• Express service selected

Exact shipping costs will be quoted prior to final payment. As a general guide:

• Australia: USD $50-80
• Regional Asia (China, Hong Kong, Taiwan, Japan): USD $40-70

Customs and Import Duties

Customer Responsibility

Customers are responsible for all customs duties, taxes, and import fees applicable in their destination country. These fees are NOT included in the purchase price or shipping costs.

Customs Declaration

All shipments are accompanied by accurate customs documentation including:

• Detailed description of gemstones
• Country of origin
• Declared value for customs purposes
• Applicable certifications (if included)

Country-Specific Customs Information

• Australia: GST applies to imports over AUD $1000. Additional customs duties may apply.
• China: Import VAT and customs duties apply. Luxury goods tax may be applicable for high-value gemstones.
• Hong Kong: Generally no import duties on gemstones, but items may be subject to inspection.
• Taiwan: Customs duties and VAT may apply based on declared value.
• Japan: Consumption tax and customs duties apply to most gemstone imports.

Note: Customs regulations are subject to change. We recommend consulting with local customs authorities for current requirements.

Tracking and Insurance

Tracking Information

Once your order is shipped, you will receive:

• Tracking number via email
• Direct link to courier tracking portal
• Estimated delivery date
• Updates on shipment progress

Insurance Coverage

All shipments are fully insured for their declared value. In the rare event of loss or damage during transit:

• File a claim immediately with the courier
• Notify Aurex Gem House within 24 hours
• Provide photographic evidence of damage (if applicable)
• Insurance claim will be processed according to courier procedures

Delivery Issues

Failed Delivery Attempts

If delivery cannot be completed:

• Courier will leave a delivery notice
• Package may be held at local depot for pickup
• Redelivery can be arranged with the courier
• Packages unclaimed after the courier's holding period will be returned to sender

Refused or Unclaimed Shipments

If a shipment is refused or unclaimed:

• Customer is responsible for return shipping costs
• Original shipping costs are non-refundable
• Refund will be processed upon successful return, minus shipping costs

Contact for Shipping Inquiries

For questions about shipping, tracking, or delivery, please contact us through the contact form on our About page.