FAQ
Shipping and rates.
Where can i find the postage rates?
The total shipping charges depends on the total order-weight, chosen insurance options, and, of course, the Country where you living. Shipping-options and rates appear automaticly, after filling in the order form.
For all the posible shipping-options and rates; Click here (English version)
I have filled in the order form; I would like to order, but I don't see any shipping options from which I can choose?
We currently ship only to the EU-countries, the other the European countries (except Rusia and the Ukraine), Austalia, Canada, Israel, Japan, New Zealand, Saudi Arabia, South-Africa, the United Arab Emirates and the United States of America.
For orders and shipping to other countrys please contact us: sales@mineralsandrocks.eu
Processing-time and shipment confirmation
How long does it take to process my order?
All orders are processed within 3 business days.
If there will be a significant delay in shipment of your order, we will contact you by email.
Shipment confirmation & Order tracking
When your order has shipped, you will receive a shipment confirmation email containing your tracking number.
The tracking number will be active within 24 hours.
Local customs and duty charges
Are local customs and duty charges included?
Duties, taxes and charges are NOT included in the item price or shipping charges. These charges are the buyer’s responsibility.
International shipment outside the European Union (EU); if your package is not delivered within the expected time frame, please check with customs.
Your package may be held there for tax payment.
How do customs officials work?
Customs officials use the declared value of an item to determine duties and taxes.
Local customs and duty charges are typically based on the Harmonized Schedule Code (or HS Code, a 6-digit code recognized by most countries that describes the product category).
We (Minerals and Rocks) use and mention the code for "Collections and collectors' pieces; of mineralogical interest" in our customs declaration.
Each country determines specific duties based on the country of origin. Please check with your country's customs office to determine what these additional costs will be prior to buying.
You also can find tools on the internet that can calculate the Duties & Taxes. Here you can find such a tool Click here
Article / specimen.
Can you send me a few general pictures and some more closeups of the specimen?
Yes of course; please send us you're request by using the contact-form. We use "WE-transfer" for the transfer of the picture-files (each file, 5 MB or more in size).
"WeTransfer" is free from registration (no account needed) and charge. Any file transfer between us, Minerals and Rocks, and recipients is treated confidentially.
"WeTransfer" (a free cloud service) does not provide any public search function, catalogue or listing to find transfers that would be available.
You will get an e-mail with a link, for downloading the files we transfer to you; as simple as that.
Damage on arrival.
What should I do in case of damage on arrival?
All items are professionally and carefully packaged, regardless of value or size. Happy customers make us happy; please carefully read the description, examine the specimen before purchasing. If you wish we can send you a set extra pictures.
Minerals and Rocks is only liable for any products damaged or lost during shipping, when the shipment is adequately insured. Please contact us for further information over adequately insurance for your shipment.
Please examine your specimen or other product when you receipt the item. If your Item arrives damaged, please contact us and we will try to resolve everything at your convenience.
Damage On Arrival (DOA) should be reported within 2 business day from the delivery date, no exceptions. Please save all packaging materials and damaged goods before filing a claim.
In order to return your order you should contact us via or e-mail, otherwise it will not be authorized and no refund or credit will be posted.
All retuned Items must be send back in original packaging accompanied with packing slip.
All refunds are processed within 2 weeks from the date when it was received back.