CONTACT US

Whether you have a question about an order, a piece you're considering, or a stone you'd like to understand better — we're here, and we answer every message ourselves.

How to Reach Us
Email: support@daoyuanstore.com (fastest)
Live chat: tap the chat button in the corner — outside our hours, leave a message and we'll reply by email
Contact form: at the bottom of this page

Response time: within 2 business days, Monday to Friday. Weekend messages are answered on the next business day.

Help Us Help You Faster
Include these details and we can usually resolve everything in a single reply:

• Your order number (starts with # — it's in your confirmation email)
• The email address you ordered with
• Photos or a short video, if your question is about an item that arrived damaged or incorrect

Quick Answers

• Where is my order? Orders are hand-checked and dispatched within 1–3 business days. Delivery takes 7–15 business days after dispatch, and a tracking link is emailed the moment your parcel ships. If tracking hasn't moved for a while, write to us — we investigate with the carrier on your behalf.
• How do I return or exchange? You have 30 days from delivery. Request a return from your customer account or email us; once approved we send you the return address and a prepaid label. Full details in our refund policy.
• My item arrived damaged — what now? We're sorry. Send photos of the item and packaging within 30 days of delivery and we'll arrange a free replacement or a full refund — your choice.
• Will I pay customs charges? International orders may be subject to import duties or taxes set by your country. These are the recipient's responsibility and are not collected at checkout. Details in our shipping policy.
• Do you ship to my country? We currently ship to the United States, Canada, the United Kingdom, and supported European countries shown at checkout — with free tracked shipping on every order.
• Is my stone real? Yes. Every piece is crafted from genuine, unenhanced natural gemstones and individually inspected before dispatch — covered by our authenticity guarantee and 30-day returns.

Company Information
DaoYuan Inc. (dba Daoyuan Store)
Registered office: N Gould St, Sheridan, WY 82801, United States
Support: support@daoyuanstore.com
Support hours: Monday–Friday (excluding US public holidays)

Please note: our registered office is a mailing address, not a retail location — it cannot accept walk-in visits or unauthorized returns. To return an item, request approval first as described in our refund policy, and we'll email you a return address and prepaid label.