CLIENT SERVICES
CLIENT SERVICES
Shipping, returns, payment, commissions, authenticity and crystal care. If the answer is not here, write to the studio and a person will reply.
SHIPPING
Jewelry & Ready-to-Wear
In-stock jewelry and ready-to-wear orders are generally processed within 3–5 business days. Made-to-order or specially fabricated pieces may require additional time, which will be indicated on the product page or communicated to the buyer.
Shipping is calculated separately at checkout.
Orders are shipped with tracking. Signature confirmation may be required for higher-value shipments.
CAT MACHINE GEMS may ship internationally where service and applicable regulations allow. International customers are responsible for customs duties, VAT, import taxes, brokerage fees or other charges imposed by the destination country unless otherwise stated at checkout.
Fine Art & Sculpture
Because CAT MACHINE GEMS artworks vary significantly in scale, weight, materials and value, shipping for fine art and sculpture is arranged and quoted individually.
Works may be professionally packed or crated by CAT MACHINE GEMS or by an appropriate art-shipping professional depending on the requirements of the piece. Fine-art shipments will be appropriately insured.
Local collection may be arranged by appointment. Hand-delivery within New York may also be available by special arrangement depending on the work and destination.
Fine-art shipping generally requires approximately 1–3 weeks following completed payment to allow for packing, crating, insurance and transportation arrangements. Particularly large, heavy or complex works may require additional time.
RETURNS & EXCHANGES
Jewelry & Ready-to-Wear
Eligible jewelry and ready-to-wear purchases may be returned within 14 days of delivery.
Returned pieces must be unworn, unused, undamaged and in their original condition and packaging.
Customers are responsible for return shipping unless an incorrect item was sent or the item arrived damaged in transit. Original shipping charges are non-refundable.
Eligible purchases may be returned for a refund or exchange.
Custom, personalized and made-to-order pieces are final sale.
Fine Art, Sculpture & Commissions
Original artworks, sculptures, one-of-a-kind works, commissioned works and customized pieces are final sale except where otherwise required by applicable law.
Because natural gemstones and minerals are formed by nature, variations in color, pattern, inclusions, texture and formation are inherent characteristics of the material and are not considered defects.
DAMAGE IN TRANSIT
CAT MACHINE GEMS takes care in packing and protecting each piece for shipment.
If an order arrives chipped, broken or otherwise damaged in transit, please contact CAT MACHINE GEMS within 48 hours of delivery.
The buyer should retain the item and all original packaging and provide clear photographs of the damaged piece, interior packaging, exterior shipping container and shipping label so that the damage can be documented and, where applicable, an insurance claim can be filed.
Once the documentation has been reviewed, CAT MACHINE GEMS will determine the appropriate resolution, which may include repair, replacement where possible, or refund.
Damage occurring after confirmed delivery as a result of improper handling, dropping, impact, storage or failure to follow crystal care instructions is not considered transit damage.
PAYMENTS & FINE-ART ACQUISITIONS
Standard website purchases may be completed using the payment methods available through checkout.
For larger fine-art acquisitions, CAT MACHINE GEMS may accept bank or wire transfer by prior arrangement.
Staged or split payments for higher-value works may be considered individually. Unless otherwise agreed in writing, ownership will not transfer and artwork will not be released or shipped until payment has been received in full.
COMMISSIONS
Commissioned work requires a 50% deposit before work begins.
The deposit becomes non-refundable once CAT MACHINE GEMS has begun design development, material sourcing, gemstone cutting, fabrication or other work specifically related to the commission.
The remaining balance must be paid in full before the completed work is released, collected or shipped.
Because commissioned works are created specifically for an individual buyer, completed commissions are final sale except where otherwise required by applicable law.
CERTIFICATES OF AUTHENTICITY
Original CAT MACHINE GEMS fine artworks and sculptures are accompanied by a Certificate of Authenticity.
Certificates may include the artwork title, year, materials, dimensions, unique or edition status where applicable, identifying certificate or artwork number, and an artist or authorized CAT MACHINE GEMS signature.
CAT MACHINE GEMS maintains internal records of artwork acquisitions and corresponding certificate information.
Replacement Certificates of Authenticity are not automatically issued. A replacement may be considered where the artwork, original acquisition and current ownership can be reasonably verified against CAT MACHINE GEMS records.
Jewelry and ready-to-wear pieces do not receive the same formal fine-art Certificate of Authenticity and instead include the appropriate CAT MACHINE GEMS product and care documentation.
EVERY STONE BEHAVES DIFFERENTLY IN LIGHT
GUARDIAN CODE & CRYSTAL CARE
You are now the guardian of a Cat Machine crystal—With this honor comes great responsibility
Protect it as you would a newborn star
Your crystal is delicate. Crystal will chip. if not cared for properly
Create a sanctuary
Let your crystal rest in a clean, calm, and beautiful space where it cant get banged and nicked
Guard it fiercely
Watch over your crystal. It is not for everyone’s hands. It belongs to you, and only you.
Do not shower with jewelry
Water can tarnish the chains or damage coatings. Keep Cat Machine Gems in dry storage.
No extreme activities
Crystals are heavy and can be dangerous while doing extreme activities. Do not exercise, mosh pit, fist fight, run, wrestle, deep sea dive or anything else that may cause the crystal to move aggressively while wearing it. Crystals can injure you or someone else.
Chain + crystal care
Our chains and hardware are selected for strength and durability. The crystals, however, are natural stone, and many are individually drilled and secured by hand. Like all drilled gemstone work, excessive force or direct pulling at the crystal connection can damage the stone or its drilled opening.
CRYSTAL IMPERFECTIONS
Crystals are born of the Earth—ancient rock formations shaped by time, pressure, and elemental forces far beyond our control. They are not perfect—and they are not meant to be.
Each crystal may carry tiny chips, natural fractures, or subtle surface lines. These are not flaws—They are the fingerprints of the planet itself, reminders that these stones are gifts from nature, not products of machines.
At Cat Machine, our artisans work with respect to cut and polish each piece. No crystal is ever an exact duplicate of another. No two are ever the same.
Embrace your crystal’s quirks, textures, and raw beauty. It is imperfect, powerful, and entirely one-of-a-kind.
WHAT WE CUT
We DO NOT cut or polish the standard crystal tower points. We occasionally buy them from dealers when unique and use them. Read all notes on listings for details. EVERYTHING ELSE IS CUT BY US.
PRIVACY & COMMUNICATIONS
Purchasing from CAT MACHINE GEMS does not by itself subscribe a customer to promotional email marketing.
Marketing communications are sent to customers and visitors who have affirmatively opted in to receive them, subject to applicable law. Subscribers may unsubscribe through the link provided in marketing emails.
Customer information is used for legitimate business purposes including processing orders, providing customer service, fulfilling purchases and operating and improving the CAT MACHINE GEMS store.
Full legal and privacy disclosures, including data processing, cookies and third-party services, are provided in our Privacy Policy and Terms of Service.