Shipping, Delivery & Dispatch Policy
Fast, Secure, and Reliable Delivery for Your Premium Jewelry
Introduction
At Surana Gems & Jewels, we understand the importance of delivering your precious jewelry safely and securely. This Shipping, Delivery & Dispatch Policy outlines our procedures for processing, shipping, and delivering your orders.
We are committed to ensuring that your jewelry reaches you in perfect condition, properly packaged, and within the promised timeframe. All shipments are fully insured and tracked for your peace of mind.
Order Processing & Dispatch
Once your order is confirmed and payment is verified, we begin processing your order immediately.
Processing Times
- Ready-to-Ship Items: Orders are processed and dispatched within 1-2 business days
- Custom-Made Items: Processing time varies based on complexity (typically 7-21 business days)
- Jadau Diamond Polki Sets: May require 14-30 business days due to intricate craftsmanship
- Kundan Meena Jewelry: Typically 10-20 business days for completion
- Standard Jewelry: 3-5 business days for quality checks and packaging
Note: Processing times may be extended during festive seasons or special promotions. You will be notified of any delays.
Quality Check Before Dispatch
Every piece of jewelry undergoes a final quality inspection by Mr. Rajendra Surana or our quality assurance team before dispatch. This ensures:
- Certification documents are included
- Jewelry meets our quality standards
- All components are secure and properly set
- Packaging is appropriate for safe transit
Shipping Methods
We partner with trusted courier services to ensure safe and timely delivery of your jewelry.
Standard Shipping
- Trackable courier service
- Fully insured shipment
- Delivery within 5-7 business days
- Available across India
Express Shipping
- Priority processing and dispatch
- Fully insured and tracked
- Delivery within 2-3 business days
- Available for prepaid orders
Delivery Timeline
Delivery times are calculated from the date of dispatch, not the order date. Estimated delivery timelines:
- Metro Cities: 2-4 business days
- Tier 2 Cities: 4-6 business days
- Tier 3 Cities & Towns: 5-7 business days
- Remote Areas: 7-10 business days
Note: Delivery times may vary during festive seasons, adverse weather conditions, or due to courier service limitations in certain areas.
Shipping Charges
- Free Shipping: Available on orders above ₹50,000
- Standard Shipping: ₹200-500 based on location and weight
- Express Shipping: ₹500-1,000 based on location and weight
- International Shipping: Charges vary by destination (contact us for details)
- Cash on Delivery (COD): Additional COD charges may apply
Shipping charges are calculated at checkout based on your delivery address and selected shipping method.
Packaging & Security
We take great care in packaging your jewelry to ensure it arrives safely:
- Premium jewelry boxes with protective padding
- Tamper-evident packaging for security
- All certificates and documentation included
- Outer packaging designed to protect during transit
- Discreet packaging for privacy
Order Tracking
Once your order is dispatched, you will receive:
- Email confirmation with tracking number
- SMS notification with tracking details
- Real-time tracking updates via courier service
- Delivery confirmation once package is delivered
You can track your order status by logging into your account or using the tracking number provided in your confirmation email.
Delivery Policy
- Delivery will be made to the address specified in your order
- Someone must be available to receive the package during delivery hours
- For high-value orders, identity verification may be required
- If delivery is unsuccessful, the courier will attempt delivery again (typically 2-3 attempts)
- After failed delivery attempts, the package will be held at the courier facility for pickup
- We are not responsible for delays caused by incorrect address information
International Shipping
We offer international shipping to select countries. For international orders:
- Delivery time: 10-20 business days (varies by destination)
- All customs duties and taxes are the responsibility of the recipient
- International orders require full payment in advance
- All shipments are fully insured and tracked
- Please contact us for shipping charges and delivery timelines for your country
Delays & Delivery Issues
While we strive to deliver all orders on time, certain circumstances may cause delays:
- Festive seasons or high-demand periods
- Adverse weather conditions
- Courier service limitations in remote areas
- Incorrect or incomplete delivery address
- Unavailability of recipient at delivery address
If your order is delayed beyond the estimated delivery date, please contact us immediately. We will investigate and keep you updated on the status of your shipment.
Lost or Damaged Shipments
All shipments are fully insured. In the rare event that your package is lost or damaged during transit:
- Contact us immediately with your order number and tracking details
- We will file a claim with the courier service and insurance provider
- Upon verification, we will arrange for a replacement or full refund
- The resolution process typically takes 7-14 business days
- We will keep you informed throughout the process
Please inspect your package upon delivery. If you notice any damage to the outer packaging, please take photographs and contact us before opening the package.
Pickup from Store
You can choose to pick up your order from our showroom in Jaipur:
- Select "Store Pickup" option during checkout
- You will be notified when your order is ready for pickup
- Bring a valid ID and order confirmation for verification
- Available at both our Manufacturing Unit (Johari Bazaar) and Boutique (Roop Vihar)
- No shipping charges for store pickup orders
Shipping & Delivery Support
For any questions regarding shipping, delivery, or dispatch, please contact us:
Surana Gems & Jewels
Manufacturing Unit: 365-Surana Bhawan, Hanuman Ji ka Rasta, Gopal Ji ka Rasta, Johari Bazaar, Jaipur-302003
Boutique: D-6 Roop Vihar, Mohan Marg, New Sanganer Road, Jaipur-302019
Business Hours: Monday - Saturday: 10:00 AM - 7:00 PM | Sunday: 11:00 AM - 5:00 PM
Policy Updates
Surana Gems & Jewels reserves the right to modify this Shipping, Delivery & Dispatch Policy at any time. Any changes will be posted on this page with an updated revision date. We encourage you to review this policy periodically to stay informed about our shipping and delivery procedures.
Last updated: January 10, 2026