Shipping Policy

Once a buyer's payment is confirmed, the seller must ship the item within five (5) business days. If a seller can't meet that window (for example, a delay in supplies for a made-to-order item), they should communicate with the buyer promptly. Repeated late or non-shipment may lead to withheld payouts, cancelled sales, or a ban.

Sellers must enter a valid tracking number through the Platform for every shipment. Tracking is validated through our shipping integration (Shippo), and the buyer can follow live delivery status from their Purchases page. Shipping without recorded, valid tracking is not permitted, because delivery confirmation is what releases the seller's payout and protects both sides in a dispute.

The Platform supports the following carriers:

• USPS
• FedEx
• UPS
• DHL

Sellers should choose a service that provides scan-based tracking and delivery confirmation so status can flow back into the Platform.

To keep transactions fair, seller payouts are held until the item is confirmed delivered:

• When the item arrives, the buyer clicks “I received it” on the Purchases page, which immediately releases the seller's payout.
• If the buyer doesn't act, the payout is released automatically seven (7) days after the carrier confirms delivery.
• If the buyer opens a dispute within the allowed window, the payout stays frozen until an admin resolves it.

Confirming receipt is quick and helps sellers get paid on time. Only confirm once you've actually received your item and are satisfied it matches the listing — clicking “I received it” releases payment to the seller. If there's a problem, don't confirm; instead, open a dispute (see our Dispute Resolution Policy) before the 7-day auto-release.

The seller bears the risk of loss until delivery is confirmed. If a package is lost before delivery, the sale is not complete and the seller is responsible for resolving it with the buyer (reshipment or refund through the dispute process).

Castle of Crystals is not a shipping carrier and is not responsible for carrier delays, mishandling, damage, or lost packages once an item is in the carrier's hands. Because diamond painting kits can be valuable, we strongly recommend sellers purchase shipping insurance for higher-value items and use a service with reliable tracking. Insurance claims are handled between the seller and the carrier.

Sellers should pack kits securely — drills, canvases, and tools can shift or spill in transit. Damage caused by inadequate packaging is the seller's responsibility and may be grounds for a buyer dispute.

The Platform supports international shipping where the seller offers it. For international orders:

• The buyer is responsible for any customs duties, import taxes, and fees charged by the destination country.
• Delivery times can be longer and are subject to customs processing outside anyone's control.
• Sellers must still provide valid international tracking, and the same delivery-confirmation and payout rules apply.