Faqs
## Orders & Shipping
### How long does processing take?
Orders process in **1–2 business days** (Mon–Fri, excluding holidays). You'll receive tracking via email when your order ships.
### Can I change my address after ordering?
Email us immediately at support@stillwaterkeep.com with your order number. If it hasn't shipped yet, we'll update it.
### Do you ship internationally?
Yes, via Shopify Collective our partner brands ship to most countries. **Enter your address at checkout to see exact rates and delivery estimates** — each maker ships from their location.
### What are your shipping rates?
- **US:** Calculated at checkout based on the brands in your cart (typically $5–$12, free over $79)
- **International:** Varies by brand — checkout shows exact cost per item
- **Multiple brands = multiple shipments** (each with its own tracking)
### My order shows "delivered" but I don't have it.
Check with neighbors/building management first. If still missing after 2 business days, email us with your order number — we'll coordinate with the maker.
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## Crystals & Care
### How do I cleanse my crystals?
**Safe for most stones:**
- **Full moonlight** (4+ hours, overnight ideal)
- **Selenite plate/bowl** (lay stones on selenite for 6+ hours)
- **Sound** (singing bowl, tuning fork, bell — 1–2 minutes)
- **Smoke** (sage, palo santo, incense — pass through smoke)
**Avoid water for:** Selenite, Malachite, Lepidolite, Pyrite, Hematite, Opal, Turquoise, Angelite, Kyanite (they dissolve, rust, or fracture).
**Avoid sunlight for:** Amethyst, Rose Quartz, Citrine, Fluorite, Celestite, Kunzite (they fade).
### Can I wear multiple crystals together?
Absolutely. Many customers stack bracelets for combined intentions. There's no "wrong" combination — trust your intuition. Popular pairings:
- **Protection + Grounding:** Black Obsidian + Hematite + Tiger's Eye
- **Love + Self-Worth:** Rose Quartz + Rhodonite + Green Aventurine
- **Calm + Sleep:** Amethyst + Howlite + Selenite
- **Abundance + Action:** Citrine + Pyrite + Tiger's Eye
### My crystal looks different from the photo — is it real?
**Yes.** Natural stones vary in color, banding, clarity, pattern, and inclusions. Each piece is unique — that's the beauty of natural crystals. We photograph representatively, but your stone will have its own character.
### How do I know which crystal I need?
**Start here:**
1. **Take our [Find Your Crystal Quiz](/pages/quiz)** — 30 seconds, personalized matches
2. **Browse by intention:** [Protection](/collections/protection) · [Love & Healing](/collections/love-healing) · [Calm & Clarity](/collections/calm-clarity) · [Abundance](/collections/abundance) · [New Beginnings](/collections/new-beginnings)
3. **Read our guides:** [Crystal Meanings](/blogs/crystal-guides) · [Crystals for Anxiety](/blogs/crystal-guides/crystals-for-anxiety) · [Birthstone Guide](/blogs/crystal-guides/birthstone-guide)
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## Returns & Exchanges
### What's your return policy?
**30 days** from delivery. Items must be unused, in original packaging, with tags attached. [Full details →](/pages/returns)
### How do I start a return?
Email support@stillwaterkeep.com with your order number and reason. We'll send a prepaid return label (US) and instructions.
### Can I exchange instead of return?
Yes! We'll ship your replacement once the return is scanned by the carrier — no waiting for it to reach our warehouse.
### Are any items final sale?
Custom/personalized items and items marked "Final Sale" cannot be returned. All other items are eligible.
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## Products & Materials
### Are your crystals natural?
Yes. All stones are natural, earth-mined crystals. We disclose any treatments (heat, dye, stabilization) in the product description.
### What metals do you use?
- **Bracelets:** Stretch cord (latex-free) or sterling silver / 14k gold-filled findings
- **Necklaces:** Sterling silver, 14k gold-filled, or oxidized sterling chains
- **Findings:** Nickel-free, hypoallergenic
### Do you offer gift cards?
Yes — digital gift cards delivered instantly via email. [Shop gift cards →](/collections/gift-cards)
### Can I request a custom piece?
We don't offer custom orders at this time, but we love hearing what you're looking for — it informs future drops. Email us!
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## Account & Support
### How do I track my order?
Tracking links are emailed at shipment. Also viewable in your [account](/account/orders).
### Do you have a loyalty program?
**The Stillwater Circle** — join for early access, restock alerts, rituals, and member offers. Free to join. [Sign up →](/pages/join)
### How do I contact you?
**Email:** support@stillwaterkeep.com (24-hr response Mon–Fri)
**DM:** @stillwaterkeep on Instagram
**No phone support** — we're a small team, email is fastest.
### Do you wholesale?
Yes, for qualified retailers. Email wholesale@stillwaterkeep.com with your shop details.
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## Still Have Questions?
We're genuinely here to help. Email **support@stillwaterkeep.com** — we read every message.