FAQ & Policies

Items in-stock at SUVA:

In-stock items are usually shipped within 4-16 hours Monday through Saturday! After you receive tracking numbers, in-stock (shipped by SUVA), USPS shipments go out around 5pm eastern time (12pm on Saturdays), and UPS is shipped Monday through Friday around 4pm eastern time. To give your in-stock order the best chance of shipping the same day, please be sure to place them as early as possible in the day so we can have them packed and prepared for shipment by the times noted above. Allow up to 1-2 business days for the delivery company to activate tracking in their systems during peak times like holidays.

• If you see "Pre-Order" on your item's availability notice, it means SUVA is waiting for a restock and will either ship when it arrives or drop-ship your item from the manufacturer depending on which will arrive to you sooner.
  

Delivery times shown in your cart are non-guaranteed estimates provided by the delivery company, actual delivery dates after we ship your order can vary and are out of our control. We do not have access to any more information about in-transit orders than is shown on the carrier's official tracking page.

Items shipping directly from the manufacturer:

Manufacturer-shipped special order items will not have an exact shipping date or lead time known, but if a reasonably accurate estimate is available based on other recent orders of these items it will display. Estimates may be longer or shorter than actual shipping times depending on production cycles, manufacturer stock levels, or any potential parts delays. We do not know specifically when these items will ship and accurate estimates are not typically available from the manufacturer. If we do happen to receive any specific updates about your order's lead time it will be communicated to you. When an order actually ships out you will receive an email alert, and your order status page linked from every single order-related email will also show shipment tracking information if available. Reaching out to SUVA to ask for shipping dates of manufacturer-shipped items or updates on orders we are waiting for will not have any new information available - your order status page will always have the most up to date information available.

You are STRONGLY advised to purchase the optional Route shipment insurance, this is your ONLY protection against stolen, damaged, or lost shipments that were marked "delivered" by the shipping company. Remember that included shipping insurance values with UPS and Priority Mail are usually quite low and may not cover your entire order value: $100 for Priority mail and UPS, and do not apply once scanned as "delivered". NO INCLUDED INSURANCE on First Class packages without selecting Route insurance during checkout. If something goes wrong with delivery after SUVA ships your package and you elected to insure your delivery, please review the coverage policies. If your package has been stalled for 7 days to a US address or 20 days to international destinations, you can can file a claim with Route for replacement or refund. Please note you must initiate a claim within 30 days of the last tracking checkpoint.

More details can be found in our full shipping policy.

If shipping rates are unreasonable or unavailable in your cart please email us for a quote. Heavy machines or a large number of items in your cart may cause shipping rates shown to be too high, too low, or generate an error. We will issue a refund to correct any shipping overpayments when you placed your order.

While the shipping rate shown in your cart during checkout is usually fairly accurate for international orders, they can be inaccurate for heavy orders shipped from the manufacturer, such as machines or bulk supplies. The shipping rate in these cases is only an estimate for machine orders that are shipped with a lead time. Due to the delay in shipping and the large size/weight of these shipments, shipping rates may need to be adjusted prior to actual shipping. If you have over-or-under paid freight for an international machine order, we may either send a refund of overpayment or contact you to settle up when true freight costs are determined by the manufacturer based on the actual ship date. You may contact in advance for a quote if needed, please include items needed and full shipping address. See the full shipping policy for details.

Please ensure your email and phone number are correct, this will be included on the shipping label and the shipping company or your country's Customs may contact you directly to request these import taxes be paid before delivery. Any import taxes and brokerage fees imposed by your country are out of our control, we do not collect these taxes nor do we know your country's specific import rates, so please understand your country's policies on duties and taxes before ordering as these are your responsibility as the buyer/importer. Returned orders due to unpaid duties and taxes will be refunded the products' price but the shipping costs and our non-refundable payment processing fees are non-refundable. Some countries' customs dispose of shipments with unclaimed/unpaid duties and there is nothing SUVA can do about this once your order is shipped to you, refunds can only be processed if the shipment is returned to us.

Yes! Please get in touch below about items not listed on the site. We can provide all products from Diamond Pacific, CabKing, Hi-Tech Diamond, Inland Craft, Lapcraft, and others but may not have thought to add the item you're looking for. If we can order it but haven't loaded it into our store let us know and we will work to get it added to the site for you.

OPTIONAL SHIPMENT INSURANCE IS AVAILABLE! During checkout you can select to add "Route" package insurance to your order which will insure you against shipment loss due to theft or lost packages where the tracking status is not "delivered". You are STRONGLY advised to purchase the optional Route shipment insurance, this is your ONLY protection against stolen, damaged, or lost shipments that fall outside included shipping insurance values which are usually quite low: $100 for Priority mail and UPS, NO INCLUDED INSURANCE on First Class packages. Route insurance protects the entire value of your shipment. If something goes wrong with delivery after SUVA ships your package and you elected to insure your delivery, please review the coverage policies. If your package has been stalled for 7 days to a US address or 20 days to international destinations, you can can file a claim with Route for replacement or refund within 30 days of the last tracking checkpoint.

Sure, usually! SUVA offers new, officially authorized, and manufacturer-warrantied lapidary equipment unless clearly stated and aggressively keep our pricing competitive. Email us if you find a better price on an identical new machine or lapidary supply item from the manufacturer or another dealer. We may not always be able to price match grey-market sellers, used or open-box items, sketchy listings on Craigslist, eBay, or Amazon, 1989 Lapidary Journal ads, or other silly stuff dug up in the nether-regions of the web. We may also struggle to price match against other dealers who are behind on updating their website pricing after manufacturer cost increases which typically happens yearly. All of the new products we offer are genuine and fully covered by the manufacturer's warranty.

At the end of the day, if you find a legitimately better price on an item or your cart please contact us and we will use our brains and work with you to get a shipment on the way. We're eager to help you expand your tooling and are well-supported by our suppliers to ensure SUVA can offer you the best value and purchasing experience possible for your organization.

If you oversee a lab, highway, or geology department we will work with your organization to source your needed equipment and supplies.Please contact us if you have a RFQ or tax exemption documentation to provide, payment terms and quotes can be provided to meet the requirements of your purchasing department. We're eager to help you expand your tooling and are well-supported by our suppliers to ensure SUVA can offer you the best value and purchasing experience possible for your organization's time and budget.

SUVA offers highly competitive prices and stock levels every day across the board and you do not have to delay your purchases waiting for holiday sales or worry about missing promotional emails. There are no hidden discounts sending you on goose-chases for coupon codes, and any items with free shipping will clearly show on their pages. A rewards program is available to earn points redeemable for discounts on future orders, see the rewards links on the site or in your order emails to check your balances. You can additionally earn cashback in the form of "Shop Cash" if you checkout with a credit card in the "Shop" App. If you need to source bulk high-quantity supplies or are needing numerous machines for outfitting a lapidary club or setting up new workshop, please contact us and we will work with you to balance your needs conveniently on one purchase order with custom shipping rates and pricing - we will make sure you end up with the best value from all available lapidary dealers.

SUVA is an authorized dealer for all major brands we carry, and all items carry a full manufacturer's backing. SUVA will always help you obtain any needed service or warranty-related assistance to ensure you are satisfied with your supplies and machines purchased through us. Our full refund policy is available for review.

SUVA does not sell any customer information, nor do we export or share information provided by you in your shop account or for purchase beyond order processing, follow-up, SUVA's advertising activities, and improvement of our site and business processes using tools or services purchased by SUVA for our private business use such as Google Analytics or our newsletter tool if you have elected to subscribe. Our full privacy policy is available for review.

SUVA uses several professional-level tools to manage our online shop, inventory, business practices, advertising, and communications with our customers. We do not share or use customer information outside of purposes explicitly to run SUVA and get your packages to your door. Our full website terms of service are available for review.