Frequently Asked Questions

FAQ for Fallon Gems

1. How long does shipping take?

Crafting your unique diamond painting canvas takes about 5-6 days. We use a freshly made, non-toxic glue that performs best when it hasn’t been sitting in inventory. After creation, shipping can take between 1.5 to 3.5 weeks depending on your location (international shipping is closer to 2-3 weeks). As a small business, we're not as fast as the big guys yet, but improving shipping speed is one of our key goals as we grow. We appreciate your support!

2. What types of payment do you accept?

We accept all major credit cards, including Visa, MasterCard, American Express, and Discover. We also accept payments through PayPal and Apple Pay for your convenience.

3. Can I track my order?

Yes, once your order has shipped, track it right on our website. If the tracking is not working just the contact customer service email for an update!

4. What is your return policy?

Due to the nature of our product, we do not offer returns. However, if your item is damaged during shipping, please contact us so we can discuss possible solutions to resolve the issue.

5. Do you offer custom diamond painting kits?

At this time we do not offer custom diamond painting kits. Maybe in the future, I just have our hands full right now.

6. How do I contact customer support?

We can be reached via email at support@fallongems.com.

7. Are your drills acrylic or resin?

For our diamond painting kits, we offer two types of drills. Our standard canvas features acrylic drills, which are vibrant and durable. Our luxury option includes resin drills, which provide a higher level of detail and a glossier finish for a more premium look.

8. What is shipping insurance?

Our shipping insurance ensures that if your package is lost, damaged, or stollen from your doorstep that we will replace it for no extra fee!

9. What do I do if I run out of drills?

If you find yourself short on drills for your project, we will of course send you more! Just send us an email of the numbers on the top of your canvas, the color needed, and how many drills you estimate you need. We only do this once per painting so over estimating by a little is okay! :)

10. What do I do if I spill some of my drills?

Accidents happen! After recovering your drills if you still don't have enough let me know and I can send some your way!

11. Why do you offer two different types of canvas?

At Fallon Gems, we want to ensure that everyone can enjoy the art of diamond painting. Our standard canvas is designed to be affordable, making it accessible for all our customers. For those looking for a premium experience, our luxury canvas features higher quality materials and enhancements such as resin drills, providing a more refined finish and greater detail.

12. Are the artists paid for their designs?

Yes, at Fallon Gems, we believe in fair compensation for creativity. All artists whose designs are featured in our kits are paid according to their terms and conditions, ensuring they receive recognition and payment for their incredible work.

13. Is the artwork licensed?

Yes, all the artwork used in our diamond painting kits is fully licensed. We ensure that every design adheres to copyright laws, supporting artists and respecting their rights.

14. Why are your paintings so expensive?

Our diamond paintings are priced to reflect our commitment to quality, fair compensation, and giving back to the community. Here are some key reasons:
1. Quality Materials: We source our materials from the same reputable suppliers as the big companies, ensuring that each piece meets high standards of craftsmanship. This includes high-quality drills and canvases that make our diamond paintings a premium experience. * Not including packaging materials, we are working towards this!
2. Fair Artist Compensation: We believe in supporting our artists. They are paid according to their terms and conditions, ensuring they are happy and can continue creating beautiful artwork. Fair compensation for artists is a cornerstone of our business.
3. Charitable Contributions: A portion of our proceeds goes toward donating school supplies to foster youth, a cause very close to my hearts. Foster youth often face significant mental health challenges, and our donations aim to help them feel supported and cared for. As Fallon Gems grows, we hope to increase these contributions to make a greater impact.
By choosing our diamond paintings, you are not only investing in a therapeutic creative outlet but also supporting artists and contributing to a meaningful cause. Thank you for being part of our mission to make a positive difference in the lives of foster youth.

15. How do I contact Fallon Gems and when can you be reached?

You can contact us via email at support@fallongems.com. Our business hours, which are Monday through Thursday, from 9 AM to 2 PM Pacific Time. We are located in Southern California. We strive to maintain a flexible schedule to support work-life balance, so if you do not receive an immediate response, I might be spending quality time with my family. However, we are committed to providing excellent customer service and typically respond within 24-48 hours. For urgent inquiries, I often respond outside of these hours and on weekends to ensure your needs are met promptly.

16. Are there any countries you do not ship to?

We regret to inform you that we are currently unable to ship to South Africa, Spain or the Netherlands. We are actively researching the best carriers for these regions and hope to resume shipping there once the logistics and delivery systems have improved. We apologize for the inconvenience and appreciate your understanding.

Here are some reliable package forwarding companies that ship from the USA to the Netherlands and South Africa:

For the Netherlands 🇳🇱

📦 Shipito – https://www.shipito.com
📦 MyUS – https://www.myus.com
📦 Stackry – https://www.stackry.com
📦 Forward2Me – https://www.forward2me.com
📦 Planet Express – https://www.planetexpress.com

For South Africa 🇿🇦

📦 MyUS – https://www.myus.com
📦 Shipito – https://www.shipito.com
📦 Stackry – https://www.stackry.com
📦 Postbox Courier – https://www.postbox-courier.com
📦 Aramex Global Shopper – https://www.aramex.com

For Spain 🇪🇸

These companies provide a U.S. shipping address and then forward your package to the Netherlands or South Africa. If you or your customers need help choosing the best option, I’d be happy to assist! 😊