FAQ & Policies

Availability & Shipping

When will my order ship?

There are several ways to know when you'll receive your tools:
  1. The cart button on the product page will say "Add to Cart" if we have it in stock, or will say "DROP SHIP" if it ships from the manufacturer. Occasionally you may see "Pre-order" if we're waiting for an inbound restock delivery.
  2. There is a purple box directly under that button that says what to expect after choosing options for the product.
  3. If there is a star* symbol on the options selectors OR with the item in the cart, the symbol indicates a special order/drop shipped item that will ship from the manufacturer.

Items stocked by SUVA are usually shipped within 4-16 hours Monday through Saturday! If you see "Pre-Order" on your cart button, 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. After you receive tracking numbers, USPS shipments are often shipped out twice daily, while UPS is picked up daily M-F. Check your item's page to ensure it is something SUVA stocks and allow 1-2 business days for the delivery company to activate tracking in their systems during peak times. 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.

Special order items are drop-shipped from the manufacturer and you will see your cart button say "Drop-ship", these items are also noted with a star* in the product page and in your cart. SUVA will not know a specific estimated ship date for these items but tracking numbers are emailed to you promptly when known. Please check the product page for notes about any known delays, we do our best to keep you updated whenever we have info about manufacturer backorders and production cycles.

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.

What the HECK is wrong with the shipping rates in my cart?

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.

How are freight charges for international orders handled?

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 countries outside the United States may contact you directly to request customs on duties be paid before delivery, this is out of our control and we do not 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 only be refunded the purchase price and not the shipping costs or our non-refundable payment processing fees

Can I order items not listed in the shop?

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.

What is the "Route" insurance option during checkout?

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.

Pricing

Will SUVA price match another dealer?

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.

How do I order for a lapidary club, school, university, or government department?

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.

Are there discounts for bulk orders?

Please contact us if you need to source bulk for recurring quantity supplies, are outfitting a lapidary club, or are setting up new workshop. We already maintain the lowest prices in nearly all cases and will work with you to balance your needs conveniently on one purchase order and provide custom shipping rates. We will ensure you end up with the lowest price from all available lapidary dealers, we can't be beaten.

Support

How can I get help if there is a problem with my order?

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.

How does SUVA protect my information?

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.

What can I expect from SUVA's website?

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.


Other questions?

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