Shopping FAQ(Frequently Asked Questions)
General Questions
What kind of store is kenkengems.com?
kenkengems.com is an online store that mainly sells gemstone beads, and jewelry making supplies.We deliver high quality gemstone beads selected by professional buyers from Japan to all over the world.
Why is kenkengems.com trusted by so many customers?
First,we actually go to many stone factory and check the quality of our products at that location.
Secondly, we buy in bulk from stone mills to sell our products at wholesale prices. We sell both corporate and individual orders at the wholesale prices shown on our site.
Finally, our store uses Shopify, a great ecommerce platform that is highly rated by the world. We also accept Paypal and Stripe credit card payments. Therefore,We are never in contact with the customer's financial credentials, such as billing information.
How do I place an order?
Browse the site until you find a product you like.
Select the size and other options that apply to your product.
Press the "Add to Cart" button.
Continue browsing and repeat for each product you wish to purchase.
When ready to purchase a product, navigate to the cart button in the top right corner of the website, accessible from all pages.
Proceed to checkout to make your payment and place your order.
Enter your billing and shipping addresses. If they are the same, you will be prompted to enter only one of them.
Enter a secure payment method, either PayPal or credit card.
Can you ship worldwide?
Yes. All orders ship from Yamanashi, Japan.
- United States: FedEx.
- Other countries: International ePacket Light (economy airmail) or FedEx. Where FedEx does not deliver, we ship by EMS.
If your country does not appear at checkout, please contact us.
How much is the shipping fee?
- United States: $22.80 per order via FedEx for packages up to 1 kg (most bead orders); heavier packages are priced by weight, starting at $29.80 for 1–2 kg. Orders of $300 or more ship free regardless of weight.
- Other countries: rates depend on destination, weight, and shipping method (ePacket Light or FedEx). Orders of $300 or more ship free regardless of weight.
You can check the exact shipping cost in your cart before checkout (enter your country, state, and ZIP code). See our Shipping Policy for the full rate tables. All orders ship from Japan.
How long will it take to receive my order?
We ship within 3 business days after your payment is confirmed, and you will receive a tracking number by email. Delivery time is counted from the ship date: United States via FedEx, about 4–6 days; other countries, see the delivery-time tables on our Shipping Policy.
Will I need to pay taxes and customs fees?
-United States: Import duties are calculated and collected at checkout, so there is nothing more to pay when FedEx delivers. Details: Shipping to the United States: Rates, Delivery & Duties.
Other countries: Import duties, VAT/GST, and any carrier handling fees are the recipient's responsibility and are not included in your order total. The commercial invoice shows the product price only (shipping excluded).
I would like to cancel my order, how can I do that?
We do not accept cancellations of orders. Please make sure you do not make a mistake in the number or size of your order.
How can I return my order?
Returns are accepted for items that arrive damaged, defective, or different from what you ordered — not for change of mind. Please contact us within 2 weeks of receiving your package, with photos of the item and your order details. If the return is approved, the item must be shipped back to us within 30 days of approval.
Please check our return policy for more information. >> Return policy
What should I do if I don't receive my order?
Check your tracking number on the carrier's website. If the situation is undeliverable there is a possibility of customs trouble, please contact us with the shipping company in your country.You can check the tracking number in the shipping email or in My Account.
One or several items have been broken during the delivery.
We pack tightly, but if there is any damage in transit, please contact customer service. Please send us a image so that we can check the damage and we can respond smoothly.
The quantity of items I received is different from the order.
If this has happened to you, please accept our apology. Please contact us and we will fix it as soon as possible.
How do I contact customer service?
If you have any comments or requests, please feel free to contact us by email or "Contact US" form.
email: shop@kenkengems.com
Questions about sales units and notations
About the length of beaded products.
Most bead products are sold by the "strand".1 strand varies in length depending on the product.Product titles are followed by a description of 1strand, such as "(aprx.15inch / 38cm)".Items with “bracelet” in the title are 1strand, (aprx. 6.3inch/16–17 cm).
About sales units such as half strand, 1/4 strand, etc.
We also sell units smaller than 1 strand (half strand and quarter strand), so you can buy just what you need. Many products also come in 5-strand and 10-strand sets; the set price is lower per strand than buying single strands, and the per-strand price is shown next to each option. Select the unit from the dropdown on the product page.
Do you have wholesale pricing or special offers for businesses?
Our listed prices are already wholesale prices, for businesses and individuals alike, and no account is needed. As a rule, we do not offer additional discounts beyond the listed prices; where 5- and 10-strand sets are offered, the set price is already lower per strand. For orders of 100 strands or more, orders of $5,000 or more, or quantities beyond our listed stock, please contact us before ordering through the Contact Us form. Details: Wholesale & Bulk Orders.
What is the country of origin of each stone?
Stones whose value changes depending on where they are mined are listed with their country of origin in the product title. Stones that can be mined in multiple regions of the world or whose value does not change depending on where they are mined are not listed. However, typical mining locations are listed in the stone's description on the collection page.
What is the material of the metal parts without the material listed?
Most products labeled "metal parts" have a copper or brass core. 18KGP and rhodium plating is applied to the copper or brass in most cases.