questions about products/services, policies, and more
What payment methods are accepted?
Frequently Asked Questions
Welcome to our FAQ page, where you can find answers to the most commonly asked
1. General Questions
2. Products Questions
3. Account Questions
4. Payments & Orders
5. Return & Refunds
6. Contact Questions
1. General Questions
Why Helmsman Crystal?
At Helmsman Crystal, we’ve been dedicated to offering high-quality crystals for over 15 years. Our mission is to connect energy and share worldwide through our crystal products.
We firmly believe in respecting the Earth. That's why we only work with ethical sources to ensure the highest quality and integrity of every crystal.
We carefully select each crystal from trusted mines to make sure they are vibrating at their highest frequency when they arrive at your home. While mass-produced crystals might be cheaper, we prioritize authenticity, energy integrity, and ethical sourcing above all else.
When purchasing crystals, always choose a trusted source—whether locally or online. Remember, the energy you invest in respecting the Earth always comes back.
How to Choose Crystals?
Choosing the right crystal can be easier than it seems. Here’s how to guide your decision:
1. Zodiac Sign
Each zodiac sign has crystals that enhance its natural traits. For example, Leo might benefit from citrine, while Pisces may connect with amethyst.
2. Birthdate
You can also choose crystals based on your birthstone. For instance, garnet for January or diamond for April, each offering unique healing qualities.
3. Favorite Color
Crystals resonate with colors and energy. If you're drawn to blue, try lapis lazuli for calmness; if red calls to you, go for ruby to boost vitality.
4. Trust Your Intuition
Sometimes, simply trusting what you feel drawn to can lead you to the right crystal.
Do you have a physical store?
To protect your crystals, store them in a safe place, away from direct sunlight and potential damage. Keep them in a soft cloth pouch or protective box when not in use.
To clean them, gently rinse with lukewarm water or wipe with a soft cloth. For a deeper cleanse, pass them through sage or incense smoke to clear negative energy. For crystals sensitive to water, use smudging or place them on a selenite or clear quartz charging plate to recharge.
What is your shipping policy?
We offer free shipping on orders over $50, excluding some countries and regions. Please refer to our shipping policy for details.
We use international air shipping. We ensure delivery within 15 business days.
If your package doesn’t arrive within 15 business days, we will refund 50% of the order amount. If not received within 22 business days, we will refund 100%.
If your package doesn’t arrive within 15 business days, we will refund 50% of the order amount. If not received within 22 business days, we will refund 100%.
How do I track my order?
Once your order has shipped, you will receive a tracking number via email. You can use this number to track your order on our website or on the carrier's website.
Can I cancel or modify my order?
We try to process orders as quickly as possible, but if you need to modify or cancel your order, please contact our customer service team in 12 hours. We will not accept any modification or cancellation after 12 hours. We'll do our best to accommodate your request.
Do you have a physical location?
Helmsman Crystal Co. Ltd. is headquartered in Donghai, China, with a branch located in Suzhou, China.
We are a professional company specializing in both wholesale and B2C (business-to-consumer) operations with our own factory and commerical buildings. Helsman Crystal has been one of the largest crystal companies in China.
Addresses:
Headquater: C14-B, Crystal Cultural and Creative Industry Park, Donghai, Jiangsu, China, 222300
Branch: 4F/B1, Dongfang Creative Park, Huqiu District, Suzhou, Jiangsu, China, 215100
2. Product Questions
What types of crystals do you offer?
We offer a wide variety of crystals, including different shapes and jewelry, spanning 13 categories with over 500 carefully sourced and selected products, all chosen for their quality and energy.
Are your crystals ethically sourced?
Yes, we prioritize ethical sourcing by working with trusted and ethical mines that respect the Earth and ensure the highest quality crystals.
How can I tell if a crystal is real or fake?
At Helmsman Crystal, we offer both natural and artificial crystals. For products marked as 100% natural, we guarantee that they are genuine, hand-selected for their beauty and healing properties.
For artificial crystals, we clearly label them so you know exactly what you're purchasing. If you're ever unsure, please feel free to contact us for assistance, and we’ll be happy to help.
3. Account Questions
Account registration
To register an account, click the "Account" button in the top right corner. Enter a valid email address, check your inbox for a verification code, and enter it to complete the registration. You'll then have an account on our site.
Resetting Your Password
If you have forgotten your password, click the "Forgot password?" link on the Sign In screen. Enter your email address, and we will send you a link to reset your password.
Changing Your Login Email Address or Password
You can change your account email address and password on the Account Information page. All your email subscriptions and order confirmations will be sent to your new email address.
Viewing Your Orders
By logging into your account, you can view your order history, wishlist, and track your orders.
4. Payments & Orders
Payments
Is it safe and secure to buy on your site?
Yes! We take your security very seriously. Our website uses SSL encryption to ensure that all your personal and payment details are protected. You can shop with confidence knowing that your information is safe.
We accept a variety of payment methods including credit cards (Visa, MasterCard, American Express), PayPal, and other secure online payment systems. You can select the payment method most convenient for you at checkout.
Orders
Order Processing - "In Progress"
Once you have placed your order, it will be sent to our warehouse to be processed and packed for shipment. During this time, your order status will appear as "In Progress." Please allow 1 - 2 business days for the order to be processed and prepared for shipment.
Order Delivery - "Shipped"
Once we have assigned a tracking number to your order, and it has left our warehouse, the order status will appear as "Shipped."
Order Delivery - "Partially Shipped"
If your order will arrive in multiple shipments, once one of those shipments has left our warehouse, the order status will appear as "Partially Shipped."
Order Returned - "Returned"
It takes up to 2 weeks to process a return and credit your credit card account. Once your order has been returned and processed, the order status will show "Returned." We will notify you via email once your return has been processed.
How to track my order
Click "Track My Order" at the footer, then enter the tracking number we sent to your email. If you haven't received it, please check your spam folder. Alternatively, you can find the tracking number on your account page if you're logged in. After entering the tracking number, you'll see the package's tracking trace on the map. For more accurate and up-to-date information, you can also visit 17track.com.
Canceling or Modifying an Order
Before you place your order, you can view the contents and the total amount in your shopping basket.
Once your order is placed, it cannot be modified. We only accept order cancellations within 12 hours of purchase. After this period, we are unable to cancel or modify your order.
5. Returns & Refunds
What happens if my package cannot be delivered?
If your package cannot be delivered successfully and you do not respond within one month, it will be considered forfeited. Please note that the courier company will not hold a package for one month.
What should I do if I find damage when unpacking my order?
If you discover any damage, please contact us within 7 days of receiving the package. Provide clear images or a video to support your claim.
How is compensation handled for damaged products?
- For serious damage, we will provide a full refund.
- For minor damage, we will offer a 20% refund of the product price.
- Please send 4 clear images or 1 video (over 30 seconds) of the damaged products, along with 2 images of the package and the shipping label to our customer service email.
- Refunds will be processed based on the severity of the damage, and you should typically receive your refund within 7 business days. If you have not received it after this period, please contact your bank for further information or email us for assistance.
What if an item is missing from my package?
If any item is missing, please contact us. We will refund the missing item and send a replacement for free.
What should I do if my package is lost or incorrect?
If your package is lost during transit, we will issue a full refund. If we sent the wrong product, we will also provide a full refund.
Exchange & Returns
We generally do not accept exchanges or returns due to the high cost of international shipping. However, if you still wish to return a product, you will be responsible for all return shipping fees and any applicable customs tariffs.
Please review your order carefully before making a purchase.
How do I contact you for a refund or return issue?
Please email us at contact@helmsmancrystal.com. We will respond within 12 hours on working days.
6. Contact Questions
Email us (Respond in 12 hours)
contact@helmsmancrystal.com
Chat with us (Respond in 12 hours)
WhatsApp: +1 (616)919-849