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Frequently Asked Questions
A list of our most frequently asked questions! If you need extra assistance or have any other questions, please email us at info@itacrystals.com
Monday – Friday 9am to 5pm PST
We accept Apple pay, all major debit and credit cards from customers around the world and After pay that allows you to pay for your purchase over 4 installments due every 2 weeks.
We do not collect any taxes on top of the products. We do not accept Cash or Travelers Checks or gift cards.
To cancel your order, please email us at info@itacrystals.com as soon as possible.
If your order has already shipped, we are unable to cancel it. In that case, you will need to follow our return policy once you receive the order.
For further assistance, contact us at info@itacrystals.com
If you received your stone with small pieces or fragments (cascalhos) inside the box, this might have occurred during transit and is normal as crystals can shed small pieces. However, if the stone arrived with significant damage or parts broken, please follow these steps: take Photos of the box, the stone and the wrapping Email Us send the photos along with your order number to info@itacrystals.com.
This will help us analyze what happened and provide the necessary support.
Important Note: Due to the rarity of our products, all sales are final. However, if your item arrived broken, an applicable refund will be issued and the product returned. Alternatively, a discount may be offered if you choose to keep the damaged product.
Damaged items must be reported within 7 days of the delivery date.
Shipping charges are not refundable. Returns are acceptable within 7 days of the delivery date.
All products must be returned in the same condition they were received. Ensure they are wrapped securely as they were originally. If a product arrives broken, a refund will not be issued.
For further details, contact us at info@itacrystals.com.
Due to the rarity of many of the crystals, all products on the website are final sale (it will be specified at the bottom of the description on the product page).
Our crystals are unique and due to variations it can’t be substituted for an exact other one. If there is a problem with your item, please reach out to us and we’ll do our best to correct it in a timely manner. Contact us for further details: info@itacrystals.com
Shipping costs are based on the weight of your product and will be calculated automatically during checkout.
All shipments depart from Brazil. For international orders, the shipping cost will vary depending on the destination country.
If you have any questions or encounter any issues regarding shipping, please reach out to us. For small packages, we use FedEx, and for air or ocean freight, we work with reliable partners to ensure smooth transit.
Since our orders are shipped from Brazil, international orders typically take between 6 to 15 business days for small packages. For freight and bulk orders, transit times can vary based on the shipping method and country regulations.
Please reach out to us at: info@itacrystals.com to get a more accurate estimate for your specific order and shipping requirements.
Normally, transit times are typically 2 to 7 business days within the continental US and up to 4-6 weeks for international delivery. However, due to COVID-19, all of the shipping carriers are experiencing delays.
Once a package is marked as delivered but you can not find it, make sure to go over your mailbox, PO Box, living surroundings . Only the Post Office will be able to help as it is not under our power to handle it. A file as lost package claim will need to be done on the carrier website.
Please reach us out immediately with your order number and correct address. Make sure to also update the address into your Ita Crystals account.
The best way to find out the status of your order is to log into your account. You can also follow the purchase tracking link sent to your email.
If you need further assistance, please write to us:
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