Shipping & Returns
Shipping to South Africa
We are now experiencing a 100% theft/loss rate for packages shipped to South Africa. In order to protect our customers, we will no longer ship to addresses within the country. We apologize for any inconvenience.
Please allow 7-10 days for shipping of orders within the U.S. and up to 4 weeks for shipments outside the U.S. Please note that these times may be extended during months we are holding events, as the events limit our availability to pack and ship your order due to our small team size. Your patience is appreciated.
All orders are packed and clearly labelled as coming from Bashar Communications. Most all products are packaged in small boxes, with the exception of some items fitting into a bubble-padded envelope. Crystals are wraped in bubble-wrap to provide secure cushioning during transit. Packages do not require signature at the time of delivery.
To check the status of your order, please follow the link in your order confirmation email or email us at 'email@example.com'. For international orders which have already cleared customs, please check your tracking number with the Post Office for delivery status.
Status of Pre-ordered Discs
Please allow approximately eight weeks after the event for us to release the event discs. Check the product page here in our store for updated information on pre-orders and releases.
Damaged or Malfunctioning Item Received
When we occasionally get faulty items, we work hard to resolve the matter quickly. Before we replace the item, please check your computer to be sure that your software has been updated and you are able to play other discs in your player. We are finding that outdated programs and devices that require cleaning are a common reason for our items not working in computer drives.
If that is not the case, or doesn't resolve the problem, please email us at 'firstname.lastname@example.org' and provide the following information within 30 days of receipt of your order:
Which item/disc is malfunctioning
Shipping address (if different from original order)
We will ship you a replacement immediately.
Prior to shipment, we will refund your entire order upon cancellation. Please email us at email@example.com with the subject 'Cancel Order' and we will do our best to stop the shipment. We cannot refund any returned order until it is received by us. We can then refund the total amount of all items ordered minus the shipping and insurance fees we incurred at the time of shipping. Thank you for your understanding.
In the event that your order is returned to us, we will contact you to arrange re-shipment. We can either re-send with an additional postage fee, or cancel the order and issue a refund minus our costs. Please see Refunds above for details.
If you order does not arrive as expected, please email us at firstname.lastname@example.org and we will do our best to assist, however once an order leaves the U.S. we are unable to track it. In our experience customs may take 2-4 weeks to process a shipment. If your order was not insured, we will give work with you to decide if you wish to re-ship or request a refund. If your order was insured, see below.
Contact Crystals are shipped insured, so we may open an insurance claim, if appropriate, and begin the process to either reship your order or issue you a refund once the claim has been approved. Please see the Refunds section for details.