Part 1: How we do business 

1. How do I buy from you?

Our products can be purchased by visiting our Store located in North Vancouver, visiting us any of our trade shows or by placing an order. Products are normally Cash & Carry from the Store and at the shows. Orders can be placed by phone, e-mail or fax. Please note that we do not currently offer an online shopping cart service. Our minimum mail order is $50.00. Please note that shipping charges below that level make most orders uneconomic to most customers.

2. Do you do mail order?

Mail order is a big part of our business with orders coming mostly by phone, e-mail and fax in that order. Although some delays can occur, we aim to get nearly all orders out the same or next day.

3. I am a jewelry business, does Capilano Rock & Gem give wholesale discounts?

A: Nearly all our mail order business is to wholesale customers. We offer wholesale prices at quantity levels. While no company can be the lowest on everything it offers, we keep an eye on what the competition are doing and our customers tell us we stand extremely well. This includes companies that sell "wholesale" and companies that have "retail / wholesale / distributor" pricing. We invite you to compare our prices and our quality.

Tax exemption: Our prices are quoted exclusive of taxes which will be billed at the rate applicable to you. Effective April 1, 2013 the BC HST was discontinued and replaced with the new Provincial Sales Tax. Provincial Sales Tax numbers held when the PST was discontinued in 2010 are now obsolete and have been replaced by new PST numbers. Details on how one can apply for one can be found on our Links page which we provide as a service to customers - this is a provincial government program we have no control over. There are other provincial and national tax exemptions (First Nations on shipments to reserves, Diplomatic personnel and a few less common programs) - anyone claiming GST / HST / PST exemptions need to provide documentation (usually a tax number) at time of purchase.

4. How do I qualify for wholesale treatment?

Before ordering, please register with us. Business IDs such as HST / GST number (also known as a Business Number) and local business licence are acceptable for registered jewelry businesses. 

To be eligible for wholesale prices, persons must have proof of being in business (vendor's permit / tax certificate etc.) and be reselling

Why do we insist on proof of business?

• Our wholesale customers are in business and make some or all of their livelihood from their sales. These customers have committed to volume purchases and are re-selling their finished work.

You can expect from US:

• Efficient and professional staff who deliver orders and information quickly.
• Strong commitment to excellent service.
• No selling or distribution of business information (we do not discuss who our customers are.)

What we expect from YOU:

• Wholesale pricing is based on the premise that wholesale customers will be buying in volume and do not need excessive staff time for design and product advice.
• Wholesale accounts are not to be shared with friends who are buying for personal use. If you have a partner(s), their name(s) should be included in the account information.
• To provide updated business information as necessary.
• Wholesale customers are expected not to discuss special pricing in the presence of other customers while in store

 5. What sort of payment methods do you offer?

VISA, MasterCard, and COD. In-store we accept cash and Interac as well.

Sorry we are not at this time offering open accounts except for institutional sales (schools, correctional facilities, etc.)

6. What is your policy on back orders?

Except as specified all items are standard stocked items and are normally available for delivery from stock.

We work hard to minimize out-of-stock situations but they do occur. We will ship partial orders unless you instruct us otherwise. In the event that we are out of an item, we do not send backorders unless specifically asked by the customer at time of ordering.

7. What is your return policy?

(Return Policy – RETAIL)

We accept returns within 30 days of purchase with a copy of the original invoice. All returns will be credited according to the original method of payment.

All sales are final on metals (wire and sheet), facetted stones, bead stringing cords, books, videos, “final sale” items and items sold on an “as is” basis.

Sorry, we do not accept returns of restrung or partial strands of beads.

(Return Policy – WHOLESALE / MAIL ORDER)

Please call for authorization before returning goods. We accept returns within 30 days of purchase.

All returns need to be shipped prepaid, in original packaging and condition, with copy of original invoice, reason for return (i.e. factory defect, etc.)

Non-defective goods returned (including Unclaimed CODs returned to CR&G) will be charged a 10% restocking fee when the items are returned to stock. This is in addition to shipping charges incurred with these orders. No further shipments will be made until these charges are paid in full.

We reserve the right to charge the restocking fee on all returns other than errors by Capilano Rock and Gem.

All sales are final on metals (wire and sheet), facetted stones, bead stringing cords, books, videos, “final sale” items and items sold on an “as is” basis.

Sorry, we do not accept returns of restrung or partial strands of beads.

8. What methods of shipment do you use?

All shipments are shipped FOB North Vancouver. Our primary shipment method is Canada Post using either their pre-paid ExpressPost service, Priority Courier or Expedited Post ground service for heavy parcels. We use the “signature required” option for all shipments.

If you prefer calling another company to pick up your orders, call us before calling your courier

For security reasons we do not ship merchandise without a waybill or manifest. A waybill is required in case of loss. If for any reason your chosen courier company is unwilling or unable to provide such a receipt, you will need to choose another courier since for security reasons we cannot ship goods without a written receipt.

9. What do I do if there's a problem on my mail order? 

Contact us immediately! Please call or e-mail before returning goods.

Shortage Claims must be made within two days after receipt of shipment.

Goods damaged in transit: We must be notified within 10 days after receipt of the merchandise to establish a claim. (This is a shipping company requirement)

10. Do you carry items not shown on the website?

We carry many items that are not catalogued particularly in the bead and pearl department so if you cannot find the products you need please let us know. We may be able to help!

The "fine print:"

Taxes: All prices quoted are exclusive of HST / GST / PST and sales taxes will be charged as applicable. Where exemptions exist, we need to have the required information at time of ordering.

Part 2: Technical Definitions: 

Bead Department:

1. How long are your strands?

Most of our stone beads and pearls come in 16” (40 cm) strands. Some come in 8” (20 cm) strands while our chip beads come in 16” strands and 36” (90 cm) loops.

2. How many beads are on your strands?

This varies depending on the size of the beads. Round beads are more consistent with 3mm (133), 4mm (96), 6mm (65), 8mm (48), 10mm (40) and 12mm (32) being typical though some variation should be expected. Other shapes have varying numbers of beads based on size and how the beads are drilled.

3. Are your stones natural?

Most are natural though some are treated in various ways (dye, heat, radiation). These beads are color-fast though some of the dyed beads have dye on the thread that can come off in beading. Please see our stone guide (under development) for details.

4. Are your fresh-water pearls natural?

Fresh-water pearls are naturally various shades of white with pink and peach colors occurring naturally as well. Other colors are the result of dyeing.

5. Common Units of Measurement?

1 dozen = 12 pieces

1 gross = 12 dozen = 144 pieces

1 mass = 1200 pieces (commonly used with Czech glass beads)

6. Weight Conversions

ONE TROY OUNCE
= 31.1035 grams
= 1.0971 avoirdupois ounces
= 0.0686 avd. pounds
= 20 pennyweights (dwts.)

ONE PENNYWEIGHT
= .05 troy ounces
= 1.56 grams
= 24 grains (gr)

ONE GRAM
= 5 carats
= 0.64103 pennyweights (dwts)
= .03527 avoir. ounces
= .03215 troy ounces

ONE AVOIRDUPOIS OUNCE
= .91146 troy ounces
= 28.3495 g
= .0625 lb.

ONE AVOIRDUPOIS POUND
= 453.592 grams
= 14.583 troy ounces

Metals Department:

1. What is the composition of your metals?

a. Sterling Silver:

Contains 92.5 parts silver, 7.5 copper. Sometimes referred to as “.925 Silver”

b. 12 kt Gold-Filled, 14 kt Gold-Filled:

A layer of 12 karat or 14 karat gold bonded to one or more surfaces of supporting base metal

c. Nickel Silver (CDA Alloy # 752):

An alloy of 65% Copper, 18% Nickel, 17% Zinc. Sometimes referred to as “German Silver”

d. Red Brass (CDA Alloy # 230):

An alloy of 85% Copper, 15% Zinc. Also called Rich Low Brass, Merlin’s Gold or Craft Gold

Jewelry manufacturers need to be aware that all precious metals sold in Canada are governed by the Precious Metals Marking Act which controls what purity marks can be used in Canada. Please note that usually only finished products are marked - wire and sheet metal is not normally stamped.  This Act describes the legal definitions of precious and other metals typically used in the jewelry industry. Do not stamp "sterling" or ".925" or a karat gold mark on your jewelry unless you understand what the rules are.