PROCESSING & SHIPPING


      • Our current processing time is about 2-4 business days ( not including weekends and holidays).Please note that this is approximate and processing can be a little under or a little over stated processing time. Please contact support@silkygem.com if there is an issue.
      • Orders are marked as "pre-shipment" once a shipping label has been created, but this does not mean the package has shipped yet. Since our processing time is 2-4 business days (excluding weekends and holidays), we sometimes prepare labels in advance to streamline fulfillment. Once your order is fully processed and handed off to the carrier, tracking will update accordingly. 
      • Due to high demand, multiple orders might be mailed separately.
      • We ship to the United States and Canada
      • We will send your tracking information through USPS after your order is processed, and shipping is going to take about 3-10 days depending on your location. 
      • We often print labels several days in advance to optimize the final processing stages during shipment preparations.
      • International shipping takes up to 2-4 weeks depend on your location. Please contact us if you have any questions. 
      • Issues with damaged items must be addressed within 48 hours. 
      • In the event that a customer mistakenly provides an incorrect address for their order, we are happy to assist by reshipping the order. However, kindly note that the customer will be responsible for covering the associated shipping costs.
      • We are not responsible for damaged or lost items. Once the package leaves our facility, it is no longer our responsibility and you will have to contact the shipping service.  Package protection is highly recommended. 
      • You have the option to purchase package protection at check out. This is not required but highly recommended as we are not responsible for lost or destroyed packages. This service ensures coverage in case your package is damaged, lost, or stolen during transit
      • Click To file a Claim. if you bought package insurance. 

      • For local pick up: The address is 7429 Lindbergh Drive Gaithersburg, MD 20879

        Operating hours are Monday-Thursday 8am to 5pm. Closed Friday,Saturday, Sunday and all major holidays.

    [ Processing time ]
    Please don't hesitate to contact us if you have any questions about the products or your order! We're always here to help.

    This is a very fragile item requiring gentle packaging. We can send it anywhere in America, but due to shipping conditions items can be a little rough and not hold its original form.

    Absolutely no returns, refunds or exchanges accepted on edible products.

    NOTE: AFTER ITEMS ARE SHIPPED, THE CARRIER IS THEREFORE RESPONSIBLE FOR LOST OR DAMAGED PACKAGES, for ex. candy opened, candy melted, incorrect delivery address, if item is "delivered" but you haven't received the package, etc.

    Sanitization: Our work area is always sanitized before and after use. All employees are required to wear gloves and hair covering whenever handling products

    Track Your Order:

    If you have purchased shipping protection and have issues with your order please use the following link:

    https://www.silkygem.com/pages/return-refunds-policy

    Once your order is packed and processing, you will receive an email with a tracking number.

     

      • There are no refunds or exchanges given for edible products - all sales are final. Any issues with packages in shipping need to be handled with the shipper. Once your order leaves our hands, I do not take responsibility for lost or damaged items or packages.

      • If your package does not arrive as confirmed in the tracking, you will have to contact us and your local post office within 48 hours for us to be able to determine what happened with the package.  Most of the time lost packages can be recovered if we contact within first 48 hours. 

      • Customer is responsible for any incorrect addresses, or locations where post office is unable to deliver and we will not refund in those situations.  

                     **** Returns or exchanges not accepted on edible products. No exceptions ***