Support Policy
GemTrust.io FAQ
What is GemTrust.io?
GemTrust.io is an E-commerce platform dedicated to SMEs gems and jewelry businesses. The purpose of GemTrust.io is to provide a solution for buyers and sellers to stay connected with the world market 24/7.
What benefits does GemTrust.io bring?
- Preliminary Opinion Quality Review for the gems and jewelry in your store
- GemLightbox photography service
- Your only private vault to exchange exclusive item's information privately with your special customer.
- The ability to build an online business with minimal costs
- Provide a large selection of goods in one platform
- Have the ability to reach a diverse group of international buyers and sellers
- Have an updated inventory and sales information at your fingertips, 24 hours a day
- Participate in promotional events, and exhibitions
- Simple and safe E - payment gateway
- Get in immediate contact with experienced and knowledgeable experts
- Work from anywhere online
How much is the Membership fee?
The details of our membership fee can be found down below.
What method of payment do you accept?
Gemtrust.io accepts payment through Credit Card/Debit Card, PayPal and Stripe.
Can I change my method of payment?
You may only change your preferred mode of payment for your purchase prior to making payment.
Is shopping with GemTrust.io secure?
Shopping with GemTrust.io is secured because our vendors are verified (One must complete an Authentication & Verification process to become a vender)
How do I check my order status?
You can check your order status by going to ‘My Panel’, then go to ‘Purchase History’. You can see the sidebar menu to check your order.
How long after I order will my item be shipped?
It would take 2 days for your items to be shipped.
What happens if I lose my shipping notification email?
You can track your orders by using a tracking number via purchase history.
Why didn't I get an email about my order being shipped?
Make sure to check your spam or if you can’t find any e-mail at all please contact our support team.
Do you deliver outside of Thailand?
We do deliver outside of Thailand; our shipment is done by UPS.
Can I change the delivery address after I have confirmed my purchase?
You can change your address if your item hasn’t been shipped yet. If you wish to change your address, kindly contact the vendor directly.
Can I change or modify my order?
- For unshipped orders, contact the vendor directly.
- For shipped orders, contact the courier.
What should I do if I don't receive my item?
You can contact gemtrustofficial@gmail.com if you haven’t received your item within a specified time.
How can I cancel my order?
Unfortunately, you cannot cancel your order after you have confirmed your purchase.
What should I do if I receive a wrong/damaged/ faulty product or incomplete item for my order?
You should apply for return/refund within 14 days after receiving a wrong/damaged/ faulty product or incomplete item for your order.
How long will it take to receive my refund?
You will receive your refund after GemTrust.io has received the confirmation from Seller that they have received the returned item. It would take no longer than 30 days.
How do I contact your support team?
You can contact GemTrust.io support team by sending an email to gemtrustofficial@gmail.com
Do you have gemologists on staff?
Yes, we do have a gemologist on the standby.
How can I be assured of the quality of the seller’s items?
Stores and items sold on GemTrust.io are selected with attention by expert gemologists and have passed our Preliminary Quality Opinion Rating.
How can I join GemTrust.io and what is required?
You would have to sign up for an account on GemTrut.io to be a ‘Buyer’ on our website. To be a ‘Seller’ you must provide us the following information
Basic Company Info
- Company Name or Store name
- Phone Number
- Home Address
- Shipping Address
- Email Address
- Logo (115x115) (If any)
- Banner (1500x450) (If any)
- Social Media Link (If any)
Documents
Company Information
- Company’s Registration Certificate
- Certificate of Value Added Tax registration (From Por.Por.20)
- Copy of Bankbook
Or
Personal Information
- Copy of I.D. card or Passport including personal information page
- Copy of Book bank
After you provide us all relevant information, we are ready to move to the next step an get you on board see more information by sending an email to gemtrustofficial@gmail.com
If my store is not ready for E-commerce, what should I do?
If your store is not ready for E- commerce, we could help you set your store. Please reach out to us at gemtrustofficial@gmail.com and our staff will help guide you through the steps.
What is seller’s score card?
Seller’s score card is a card that identify how well the sellers collaborate with GemTrust.io
What are Club points?
Club points are loyalty points earned through buying merchandise on GemTrust.io or through participating in other GemTrust.io activities.
Should you have any question please feel free to contact our support team by sending an Email to gemtrustofficial@gmail.com
The GemTrust.io Team
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