Shopping Policies

Shopping Policies

Shopping Policies

Thank you for shopping with Kelowna Rocks & Gems. Please find below important information about shopping on our website. 

Review your Order

Always review your ordering before purchasing. We try our best to ship out orders right away, and may not be able to change your order. Once an order ships, we will not be able to change it. If you select local pickup, please contact us if you would like to make a change to your order and we will try to accommodate you. 

Custom Orders

If you are looking for a specific product and do not see it on our website, you can contact us as we may be able to make it for you. All custom orders will be paid in full, and are not eligible for returns. If you see a ring you like but it is not in your size, we are happy to make a custom ring for you. Send us an email:, or fill out our Contact Form.


We try out best to correctly identify the minerals, rocks, and specimens that are listed for sale. However, we may make mistakes. Please let us know if you are not sure about the identification of a product and we will try our best to resolve the issue.

Payment Methods

Sales are in Canadian dollars only (CAD).

You can use most major credit cards, PayPal and Google Pay to make purchases on our website. In store, we take cash as well as most major credit cards, Google Pay, Apple Pay, and debit.

All orders must be accompanied by your name, mailing address, billing address, email, and phone number. Please refer to our Privacy Policy if you have questions about how this information is used.


All of our photos are taken by our staff. Every item is photographed in artificial light. While we do not use filters to change the colour of any of our photos, your device screen and the artificial light may change the appearance of some items. We try our best to keep the colours as close to natural as possible. 


Weight and dimension measurements are all approximate. We do our best to be as accurate as possible, but measurements may differ slightly. 

Slabs and Rough

Please note that most slabs that we have for sale have not been processed in any way besides being cut. This means that slabs will be rough, they will not be polished. These slabs are intended to be further processed (for use in making cabochons and other lapidary work). 

There are no guarantees for any rough that is sold through Kelowna Rocks & Gems. We cannot see the inside of a large rock, so we cannot make any guarantees on the minerals, colours, and/or quality of the rock. 

What You See is What You Get

Most products on our website are one-of-a-kind, so you are purchasing what you see in the picture. Exceptions include any rough that is sold by the pound, tumbling rough, or any item that says “randomly selected” in the description. Anything else will be stated in the product description. If you have any questions about this, please contact us for assistance:

Handmade Products

Please note products that are handmade by our team may have flaws and will not be perfect. We try our best to provide photos of all of our products so you know exactly what you are purchasing. We are very proud of our work, but we cannot provide products that are machine-made. If you are not happy with your order, please refer to our Return Policy. 

Availability of Items

Now that Kelowna Rocks & Gems has both a website and a physical location, there may be minor discrepancies in stock amounts for items. Sometimes we may sell an item in store, and it hasn’t been updated on the website before you purchase it. In that case, we will issue you a refund for the item and you will be notified.