Customer Service

Merchandise Returns and Exchanges

We happily accept returns and exchanges of regular merchandise, including precious metals, returned within 90 days of the original order date on the invoice (we do not accept returns of special order products).

All product returns must be:

We will process your return within five days of receipt.

Sample Product Label

For regular products returned within 90 days, you will receive a credit in the same form as your original payment: credit card, check, PayPal refund or a credit to your Fire Mountain Gems and Beads account. If we are unable to process a credit to your credit card (expired, invalid or closed accounts), we will provide you with a credit to your account to be used on future purchases.

Product exchanges within the same category will be priced at the same discount as the original order, and all other items will be priced as a new order, so please add $5.99 for postage for these types of exchanges. Order overpayments and credits to institutional customers will be refunded via account credit unless otherwise arranged. Credits on Fire Mountain Gems and Beads accounts have no cash value, but are fully available to be applied to any future orders.

In the event that you return a large quantity of items for which you have received assortable or quantity discount pricing, we reserve the right to recalculate your order total based on the actual items you kept. We are unable to accept returns of books and videos that have been opened.

Fire Mountain Gems and Beads is unable to accept a returned order from anyone other than the original purchaser.

This updated policy supersedes any previous policy, and may be changed at any time without notice.

We look forward to continuing to meet and exceed your shopping and service expectations.

Return Form (PDF)

Effective: December 15, 2016

Revised April 2017