Customer Help
Our happiness team is always here to assist.
Common purchase queries answered
Orders and Shipping
We know you’re excited to receive your new home essentials! Once your order is placed, our team works quickly to get it to your door. You can typically expect your delivery within 3–4 working days. As soon as your package is on its way, we will send you a tracking number via email so you can follow its journey to your home.
During Checkout: When you place your first order, you’ll have the option to “Create an account” at the checkout page. Simply check the box and choose a password.
Via the “My Account” Page: Click on the User Icon in the top navigation bar or visit gemdealz.store/my-account. From there, you can register using your email address.
For Future Orders: Log into your account at gemdealz.store/my-account and navigate to the “Addresses” tab. From there, you can edit your default billing and shipping addresses.
For an Order Already Placed: If you’ve already completed a purchase and realized the address is incorrect, please contact us immediately at [support email/phone].
Note: We can only update the shipping address if the order has not yet been dispatched from our warehouse.
We keep you updated every step of the way! Once your order is placed, you can monitor its progress through the following methods:
Email Notifications: As soon as your order ships, we will send you a Shipping Confirmation email containing your unique tracking number and a link to the courier’s website.
Your GemDealz Account: Log in to your account at gemdealz.store/my-account and click on the “Orders” tab. You’ll be able to see the current status of all your purchases and find tracking links once they are available.
Direct Support: If you have any trouble finding your tracking information, simply reach out to us with your Order Number, and we’ll be happy to provide an update.
Your security is our top priority. To ensure the highest level of protection for your financial data:
We do not store your credit card details: GemDealz does not have access to, nor do we store, your full credit card number on our servers.
Encrypted Processing: All payments are processed through secure, industry-leading gateways (such as Stripe or PayPal). These providers use SSL encryption and are PCI-DSS compliant to handle your transaction safely.
Optional Saving: If you choose to “Save my card for future use” during checkout, your information is stored securely by the payment processor, not by us. You can remove or update these saved methods at any time through your Account Dashboard.
Yes, we do. As a registered business, GemDealz is required by law to collect sales tax on all applicable orders.
Standard Rates: The specific tax rate applied to your order is based on the prevailing provincial and federal tax laws of your shipping destination.
Automatic Calculation: You don’t need to do any math! The appropriate sales tax (such as GST, HST, or PST) will be automatically calculated and displayed in your order summary during the checkout process before you finalize your purchase.
Currently, GemDealz specializes in serving our local community. We offer dedicated shipping and delivery services to selected locations within Ontario. * Service Areas: We primarily serve the Greater Toronto Area (GTA) and surrounding regions. To see if we deliver to your specific neighborhood, simply enter your postal code at checkout.
Large Item Delivery: For heavy furniture and appliances, we use specialized carriers to ensure your items arrive safely.
Expanding Soon: While we currently focus on Ontario to maintain our high service standards and fast delivery times, we are constantly looking to expand our reach.
Pro Tip: If you are located just outside our standard delivery zone, please contact our support team. Depending on the order size, we may be able to arrange a custom delivery quote for you.
To ensure your items reach you as quickly and safely as possible, they may not always arrive in a single box.
Multiple Warehouses: We ship from various specialized fulfillment centers. If your order includes both a large piece of furniture and a small kitchen appliance, they may be dispatched from different locations.
Safety First: We prioritize the safety of your “gems.” Heavy items are packaged separately from fragile electronics to prevent damage during transit.
Track Each Piece: If your order is split, you will receive individual tracking numbers for each package so you can monitor their progress separately.
If you need to swap an item
Returns and Exchanges
We want you to be completely satisfied with your “gem.” If a product isn’t the perfect fit for your home, we are here to help.
30-Day Return Window: You have 30 days from the date of delivery to initiate a return for most items.
Condition of Items: To be eligible for a full refund, items must be in their original packaging, unassembled, and in unused condition.
Restocking Fees: Due to the size and weight of furniture and large appliances, a 15% restocking fee may apply to these specific categories.
Damaged or Defective Items: If your item arrives damaged, please notify us within 48 hours of delivery. We will arrange for a replacement or a full refund at no additional cost to you.
First, please accept our sincere apologies! We aim for perfection, but occasionally a “gem” gets misplaced. If you’ve received an item different from what you ordered, we will make it right immediately at no extra cost to you.
How to resolve this:
Keep the Packaging: Please keep the item in its original packaging and do not attempt to assemble or use it.
Contact Us: Send an email to [support email] or call us at [phone number] within 48 hours of delivery.
Provide Details: Include your Order Number and a quick photo of the item you received and its shipping label.
We’ll Handle the Rest: We will provide you with a prepaid return shipping label and prioritize the dispatch of your correct item.
We are incredibly sorry to hear this! We take great care in packaging our “gems,” but we know that sometimes things happen during transit. We will make this right as quickly as possible.
Please follow these steps immediately:
Inspect on Arrival: If you notice visible damage to the box while the delivery driver is present, please note it on the delivery receipt if possible.
Take Photos: Before unpacking further, take clear photos of the damaged packaging and the damaged area of the product.
Report Within 48 Hours: Contact us at [support email] within 48 hours of delivery. Include your Order Number and attach the photos you took.
Keep Everything: Retain all original packaging and the damaged item until we provide further instructions.
To ensure your refund is processed as quickly as possible, please do not mail items back without an authorization. Once your return is approved:
Specific Instructions: We will email you the exact return address for your specific product. Since we stock everything from heavy sofas to small air fryers, different items may need to go to different specialized inspection centers.
Pre-paid Labels: In many cases (such as wrong or damaged items), we will provide you with a pre-paid shipping label. All you need to do is print it, attach it to the original packaging, and drop it off at the designated carrier.
Tracking: We highly recommend using a trackable shipping service. GemDealz is not responsible for items lost in transit during the return process.
At GemDealz, we are committed to providing a seamless shopping experience. If you have questions about a product, need help with an order, or require post-purchase assistance, our team is ready to help:
Email Support: For non-urgent inquiries or detailed support requests, please email us at [[email protected]]. We aim to respond to all emails within 24 hours.
Live Chat: Look for the chat icon in the bottom right corner of our website for real-time assistance during our business hours (Mon-Fri, 9 AM – 6 PM EST).
Contact Form: You can also reach us via our Contact Us page. Simply fill out the form, and a member of our team will get back to you shortly.
Phone Support: For urgent matters regarding an active delivery, you can call us at [+1 905 320 5657].
Please contact us immediately if you realize your shipping address is incorrect. Because we strive to process and ship our “gems” as quickly as possible, the window for changes is very small.
If your order hasn’t shipped: We can easily update the address in our system. Please email [[email protected]] or use our Live Chat with your Order Number and the correct address.
If your order is already in transit: Once a package has left our warehouse, we unfortunately cannot change the delivery address.
Pro Tip: You may be able to contact the courier directly (e.g., FedEx or UPS) using your tracking number to request a “Package Reroute” or “Hold for Pickup,” though they may charge an additional fee for this service.
Returned to Sender: If the package is returned to us due to an incorrect address, we will contact you. Please note that you may be responsible for the additional shipping costs to resend the item.
We move fast to get your “gems” on their way! Because of this, the window for changes or cancellations is limited:
Before Dispatch: You can cancel or modify your order for a full refund as long as it has not yet been processed for shipping. We typically begin processing orders within 12–24 hours.
How to Request: To cancel or change an item, please email [email protected] or use our Live Chat immediately with your Order Number.
After Dispatch: Once an order has been handed over to our delivery partners, it can no longer be canceled or changed. In this case, you would need to follow our Returns Policy once the item arrives.
Custom Orders: Please note that if you have ordered a custom-made or “made-to-order” furniture piece, these cannot be canceled once production has started.
Currently, we do not offer pre-orders for items that are out of stock. To maintain our 3–4 working day delivery promise, we only accept orders for items that are physically present in our warehouse and ready for immediate dispatch.
Don’t miss out: If a specific piece of furniture or an appliance you love is sold out, we highly recommend using the “Notify Me” feature on the product page. By entering your email, you’ll be the first to know the second that “gem” is back in our collection!