Equilibrio Gems goes live every Thursday night at 6 PM EST on Instagram, except the last Thursday of every month!

General

To claim an item, comment the price with the associated letter code (for example: "$20A")

 The price and letter are located on each item 

 All prices are in Canadian dollars and are subject to applicable Canadian sales tax

The first person that comes up on the host's screen will receive the item (even though you may sometimes appear first on your screen)

 Please note that Instagram will sometimes block your comments, this is out of our control - we will do our best to help you get unblocked!

Ensure that you absolutely want the item before you claim, as there are no put-backs or exchanges during the live

There will be a $5.00 put-back fee added to your invoice for EACH item that is put back after the live

You will receive free Crystal Drip on each individual invoice of $77.00 or more (pre-tax)

♡ Multiple live sale invoices cannot be combined to receive Crystal Drip

Payment

Invoices will be sent within 1-2 days after the Live 

Payment is due within 24 hours from when your invoice was delivered

Any unpaid invoices will have those items relinquished and you may be subject to not being able to claim during future live sales 

Open Boxes

♡ An Open Box is where your items are held for up to 30 days from when your box is first "opened". You are able to claim more items over that 30 day period to save on shipping fees or until you "close" your box

♡ Open Boxes are only available for a maximum of 30 days - perfect if you are buying from multiple live sales

To start an Open Box, initial payment of all your items is required

♡ Your Open Box starts from when you first initially claim. If you plan on adding items from subsequent lives, your 30-day period does not extend from the initial start date

♡ When closing your Open Box, you may be subject to shipping fees. You will be asked to pay this flat rate fee before we can ship out your box. If you fail to pay your shipping fee we will relinquish your items

Purchases throughout the course of your open box are non-refundable. Please make sure you are 100% committed to your purchase(s) BEFORE claiming an item you intend to put in an open box

♡ All Open Boxes must be closed by December 31 of each year. If you choose to start an open box inside the month of December, you must still close your box by December 31. The traditional 30-day policy will not apply if it would mean your Open Box would end in January of the following calendar year

Payment Plans

Payment plans are available only through Equilibrio Gems' Instagram Live Sale invoices totalling $150.00 or more

A 30% deposit of the total invoice is due within 24 hours of receiving your invoice, you then have 30 days to pay the remaining amount

♡ We ask that you only have one payment plan going at a time; additional items cannot be added to your one payment plan after the initial deposit has been paid

♡ If you wish to claim additional items after you have started a payment plan, those additional items must be paid in full within 24 hours of receiving your invoice

If your payment plan is past the 30-day policy and not paid in full, you will have your item(s) released 

Deposits and instalments are non-refundable; please make sure you are 100% committed to your purchase BEFORE claiming an item you intend to put on a payment plan 

♡ As soon as your invoice is paid in full, your package will be shipped to you

♡ All Payment Plans must be finalized by December 31 of each year. If you choose to start a Payment Plan inside the month of December, you must still finalize your invoice by December 31. The traditional 30-day policy will not apply if it would mean your Payment Plan would be due in January of the following calendar year

Shipping

Canada: $10.00 for purchases under $100.00 and FREE over $100.00

United States: $10.00 Flat Rate 

International (outside Canada or U.S.): $30.00 Flat Rate

Orders that are requested to be shipped prior to 5:00 PM on Sundays will be shipped out on Monday. Orders requested to be shipped after 5:00 PM on Sundays will be shipped out mid-week

A tracking number can be provided with your shipped package - please make sure the shipping address you provide us is 100% accurate - we have no control over packages that are sent to an incorrect address and it will be your responsibility to retrieve it 

All of your items will be packed with care for a safe arrival, but sometimes an item may not have survived the rigorousness of postal travel. Although the delivery process is out of Equilibrio Gems' hands, we will strive to make the situation right

♡ Depending on the item damaged, its value and availability, you may be eligible for a replacement, a gift card or a refund. Please contact us within 48 hours of receiving your package for instructions on how to proceed with your claim.

♡ IMPORTANT: do not break down or discard of your package, if we have to submit an insurance claim we will need pictures of the box/envelope in its delivered state

♡ Equilibrio Gems is not responsible for lost packages or return-to-sender fees if you have provided an incorrect address

Returns/Exchanges

All crystal purchases made during EG Crystal Lives are non-refundable 

If you have an issue with a jewelry item (sizing, breakage, etc.), please contact EG directly through email or DM

 

♡ If you have any questions or concerns, please don’t hesitate to contact us via email or Instagram DMs 

Just have fun!

I love connecting with each and every one of you - even if you are not purchasing from the lives! 

We’re all one big EG fam!