FAQ
About the PRODUCT
Is all the Jade that you work from Guatemala?
Yes, all our jade is jadeite jade from the Motagua Valley and the Mountains of the Northwest of Guatemala.
All the jade that we sale has not suffered any chemical process to change its natural color. This is usually more common on jadeite jade from Burma. We work with the nature of the stone.
All our jades are “A” type.
Are all the colors of jade that Casa del Jade works certified?
Yes, all the colors of jade that we sell have been tested either by the GIA (Gemological Institute of America) or the Mining Department of Guatemala.
The hardness of Jade allows us to have a surface of a gem that is resistant to scratches from normal objects, making Jade a special gem to work with. To be able to transform it into a beautiful gem we need laser technology, the pressure of water or industrial diamond. However, if the piece suffers a very hard fall or shock, it might fracture or break, this is because of the crystal structure of the stone. That is why we recommend to take care of it, as you would do with any precious stone.
Do your products have warranty?
At Casa del Jade we strongly dedicate ourselves to guaranteeing the quality of our products throughout the process, from materials to manufacturing, so you can feel safe and confident that you are buying a quality piece.
Take into account that we work with a natural stone and that all of our products are handcrafted, so there may be small variations in size or shape or color. However, because we know the quality of our products, we offer a warranty on our products against any manufacturing defect.
To know our warranty terms we invite you to visit the Warranty page.
How do I differentiate real jade from fake?
In our buyers guide, we will give you tips on knowing how to identify real jade vs. fake.
Please visit our guide here
Is there such a thing as illegal jade?
Recently there has been a massive increase of illegal jade in the market, that means that it has been taken out of the mines without a license and without paying taxes, therefore stealing from the country. Casa del Jade has all the mining licenses in order to extract jade, we also pay all our taxes every year for this operation.
Sadly, the market is full of illegal jade that it is being extracted to commercialize locally or to be taken to other countries.
Will the piece that I get be exaclty the same as the picture on your website?
Because we work with the nature of the stone, the color can vary slightly.
What type of process do you use to mine the jade?
Casa del Jade has all the necessary licenses and abides to the laws of Guatemala to extract jade from the quarries. Because of our commitment with having the smallest impact on the environment, we only mine using Green Mining techniques, we wait until jade emerges to the surface to mine it. In this way we preserve the natural landscape of the mountains and their flora and fauna.
What other stones do you combine with jade?
We use various semi-precious stones to combine with jade, their origin is from different parts or the world.
What metals do you use with your jewels?
Most of our jewels are set and combined with sterling silver.
We have a beautiful selection of pieces set in 14 kt yellow gold and 14 kt white gold.
Some of our pieces are combined with Goldfilled.
We also work with alternative materials such as: stainless steel, pewter, natural and synthetic leathers, textiles, etc.
In the description of our products you will see the different materials and metals we use in that particular product.
If I want to order something different that you dont have, can you make it for me?
At Casa del Jade we specialize in making unique products other than those we have in our catalog.
Please send us all the details of your design, in terms of jade color, shape, size, materials, etc. And we will consult with our design team to be able to tell you if its feasable to make it, since we have restrictions because we work with nature.
Can you custom made my product?
Of course, contact us to see what you would like and we will gladly advise and guide you through the process.
I liked to order a product but it is out of stock, what should I do?
Please contact us to find out when we will have it back in stock or if we can make it as a special order if you need to have it before the scheduled time to get it back in stock.
I saw something at your physical store and cant find it online, what should I do?
Sorry that you can’t find what you are looking for. At our online store we only have a small selection of our products, because we have so many options and many are one of a kind. Please, contact us with the details of the piece you liked and we will gladly assist you and look for it. If we have it in stock, we can gladly send it to you without any problem.
About the WORKSHOP
What do I need to take for the workshop?
At Casa del Jade we provide you with everything you need to do the workshop.
We suggest you bring comfortable clothes and shoes as you will be moving and standing for most of the time. You can bring a water bottle to have with you
For women and men with long hair, it is necessary to have their hair up and preferably short nails.
You can bring your cell phone or camera to take pictures and above all we encourage you to bring a spirit of adventure and creativity.
Can I take my kids to do the workshop, what is the recommended age?
The workshop is great for children, helping them explore their imagination and exercise patience to see their creation taking shape. It is an excellent activity for all ages.
In the workshop we make sure to create a safe environment for all ages. The minimum age is 6 years old.
For kids under 12 years old, the workshop will be allowed only if accompanied by a responsible adult, who will help and be attentive to the child during the workshop.
I made a reservation for the workshop but I need to change the date, how can I do it?
Thank you for choosing to do the workshop, we ask that you notify us of the change of plans as soon as possible, and with at least 24 hours before we can cancel and reschedule.
We cant refund any money back, you can only reschedule for a later date.
Casa del Jade reserves the right to change the reservation date, if the cancellation is less than 24 hours in advance.
About the MUSEUM
Is there an entrance fee for the museum?
Our museum is open to the public and guided tours are given FREE of charge every day.
Learn more about our museum here.
About PRICES and PAYMENT methods
What currency are your prices in?
The prices of all our products are in US Dollars.
The charge is made in US dollars and your bank converts it to your local currency depending on the exchange rate that your bank handles.
What are your payment methods?
In Guatemala
Payments can be made by bank transfer.
You can also make your payments by credit or debit card within the website’s platform.
If you want to make the payment in Quetzales we can send you a link to use with Visa or Mastercard.
Internationally
You can make your payments with credit cards.
What credit cards can I use to pay?
We accept the following: Visa, Master Card and American Express.
Can I pay with VisaCuotas or Cuotas Credomatic?
Yes, this option is only available for Guatemalan credit cards.
If you want to use this option take note of the products you would like to purchase and contact us at sales@lacasadeljade.com or via WhatsApp at (+502) 5560-8501 so we can send you the link to make the payment.
About SHIPPING
How do you ship your products within Guatemala?
Due to COVID restrictions, shipments are made twice a week, on Tuesdays and Fridays, using the Guatex, Forza or Cargo Express Courier service.
The collection process takes 24 hours, so if your purchase is made on Monday, it is possible that your package will leave until Friday.
The shipping cost is $5usd, and it is FREE with a purchase over $50usd.
What do I do if I need my package to be delivered faster or on a certain date/time?
Please contact us to see what are your options, we only offer the service of private courier in Sacatepequez and Guatemala at an additional cost.
We ship to most countries around the world. The shipments are made using a reliable courier, like DHL or UPS.
Due to COVID restrictions, shipments are made only twice a week, on Tuesdays and Fridays and the collection process takes 24 hours, so if your purchase is made on Monday, your package may be go until Friday.
When can I expect my purchase to be deliver?
Our estimated delivery times are between 3 to 7 business days for jewelry.
Also take into account, tat due to COVID restrictions, we only ship twice a week, so it will depend on when your purchase was made, that can take 3 more days
For packages that contain pre-Hispanic replicas, the delivery time is approximately 14 business days. This is because with each piece a special procedure must be carried out with the Guatemalan Ministry of Culture before the piece can leave the country, this is to avoid any problems in customs.
Casa del Jade only ships to addresses, not to PO boxes.
The client’s signature will be required at the time of delivery.
Our current shipping cost are:
| REGIONS | Price USD |
| USA & Canada | $ 19.99 |
| Central America | $ 16.99 |
| Mexico, Caribbean & South America | $ 39.99 |
| Europe | $ 39.99 |
| Asia | $ 59.99 |
| Rest of the world | $ 74.99 |
Can I add insurance to my package?
We stronly encourage our customers to ensure your package if your order is over $200 usd.
If you would like to add insurance you can add it at checkout for an additional cost of $15usd.
If you need another option of shipping or express delivery, please contact one of our sales executives at sales@lacasadeljade.com or calling to (502) 7932 5701.
What type of packaging do you use?
<p>The packaging will depend on what provides the best protection for the product, which may consist of a brin bag, a beautiful typical pouch made with traditional recycled Guatemalan fabrics, a cardboard box or our Premium packaging for selected pieces.</p>
<p>For bigger pieces such as sculptures, masks, etc., custom-made treated wood packaging is used to protect the piece.</p>
Do I need to do something different if I am purchasing a gift for someone else?
Please let us know at checkoup on the Note box that the purchase is for a gift, then we wont include the recipt with the purchase.
Also let us know if you would like to include a special note with the package.
Please tell the recipient of the gift to keep the authenticity certificate in case they want to exchange the piece or to make use of the warranty.
Can you add a special note with my purchase?
We love being part of special moments and that is why we offer you the service of adding a message or card to your purchase, please indicate the theme (For example: Birthday, Anniversary, Mother’s Day, etc.) and the message.
This information can be added in the Additional Information box at checkout
International shipments are subject to opening and inspection by customs authorities.
Likewise, the information related to your order, its delivery and the articles contained therein could be communicated to our service provider and the customs authorities, as part of the customs clearance process.
About TAXES
What taxes are included in the price?
All our Guatemalan sales taxes are included.
In the USA do I have to pay any other taxes?
For the United States, Guatemalan jade products have the benefit of entering the country duty free.
Do I have to pay any other taxes in my country?
We are proud to ship to customers in many countries around the globe.
Prior to delivery to the recipient, the shipment may be subject to the customs fees, import duties, taxes, and other charges of the destination country. These charges are always the recipient’s responsibility.
The only exception is the USA.
The customs office of the destination country may impose customs fees, import duties, taxes, and other charges to your international order where applicable. These additional charges required for customs clearance are the responsibility of the recipient. When your order arrives at customs either our shipper, DHL, or the customs office will contact you directly to arrange for the payment of any charges that may be due.
Please be advised that Casa del Jade has no control over these charges. Contact your local customs office for further details.
About RETURNS and REPAIRS
If for any reason you are not satisfied with your purchase, you can return any item in its original condition within 30 days of the date of shipment for a credit for future purchases or an exchange.
We wont exchange any personalized or engraved product.
The product has to be in perfect conditions and in the original package.
If its an international return (outside of Guatemala), the customer will cover the shipping cost of the return to our Guatemalan or USA offices.
With returns, we dont return any money, is just credit for future purchases.
Products on sale are FINAL, and can NOT be exchanged or returned.
Once your returned item is received and accepted, your credit or new item will be processed shortly. Our Quality Assurance department will review the returned item. Any items that show signs of wear or have been altered, resized (by a jeweler other than Casa del Jade), or damaged cannot be accepted for return.
Returns without a Casa del Jade sales receipt, and improperly or uninsured packages will be refused upon receipt.
For more information about return procedures, please contact us at sales@lacasadeljade.com.
* Casa del Jade will not be responsible for loss or damage of return shipments.
It is important that you keep the authenticity certificate that we provide with each piece, in it you will find your purchase date and receipt number, important information to determine if the repair is covered by our warranty or not, depending on the time and handle of the jewel.
To start any repairment process we need you to contact us first, to determine the cost and time.
The shipping and handling cost have to be covered by the customer.
At Casa del Jade we only repair pieces that have been made by us
We recommend you to pack each piece in a secure manner and with the original packaging. Casa del Jade will not be responsible for any damage of the product or for any missing packages during transit.
If you need more information on how to proceed please contact one of our sales assistant at sales@lacasadeljade.com or don’t hesitate to call us at (502) 7932-5701.
About the SUPPORT to non-for-profits
How can I support a non-for-profit with my purchase?
At Casa del Jade we are committed to supporting different Organizations that work for the good of our country.
We have designed specific products to raise funds and awareness of some of these organizations, when you purchase one of these items, we will donate 20% of your purchase to this organization.
If you want part of your purchase to be donated, you can add the Cuopon Code they provided you with or write the name of the organization in the “Additional Information” box.
About WHOLESALE purchases
I am interested in being an authorized dealer for Casa del Jade, is it possible?
Yes, send us an email to sales@lacasadeljade.com and tell us more about your business and what you would like to do, we will be happy to work with you.
