FAQ

 

FAQ for Fallon Gems

1. How long does shipping take?

We’re not Amazon (and honestly, we like it that way). Each kit is freshly made to order. We craft your canvas in 5–6 days, and shipping takes 10–25 business days depending on where you live (2–3 weeks internationally). Good things take time ✨

2. What types of payment do you accept?

Visa, MasterCard, Amex, Discover, PayPal, Apple Pay — the usual suspects. 

3. Can I track my order?

Of course! The moment your kit ships, you’ll get tracking info. If the tracking page is being a drama queen, just email us at support@fallongems.com, we’ll sort it out!

4. What is your return policy?

Since every kit is made-to-order, we don’t do returns.
But if your package shows up looking like it just lost a street fight with the delivery truck, email us — we’ll make it right, no stress.

Want extra peace of mind? We offer shipping insurance to protect your package from damage, porch pirates, and other delivery drama.

5. Do you offer custom diamond painting kits?

Not yet! Between coffee breaks and managing the existing business, we’re maxed out — but one day, custom kits will happen. Pinkie promise.

6. How do I contact customer support?

Instagram DMs are where messages go to get lost. We get hundreds of messages in a single day some days. Email us at support@fallongems.com.
We’re around Monday–Friday, 8 AM–12 PM PST, and reply within 24–48 hours (because inbox zero isn’t a mental health goal).

7. Are your drills acrylic or resin?

Both! We like options — and we know you do too! Read the product description for more info on the canvas you like!

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

No meltdown required. Email us with the details like order number, the color you’re short on. We’ll send extras, but just once, so estimate like the boss you are.

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

Been there. Swore about it. Vacuumed half of them up.
If you’re short afterward, email us. We’ll send reinforcements.

10. Are the artists paid for their designs?

Yes! We pay artists like the creative geniuses they are so they can keep making art instead of working for exposure. (Exposure doesn’t pay bills.) Artist are paid based on their terms and conditions.

11. Is the artwork licensed?

1000%. We don’t do copycat designs — we believe in giving credit where it’s due.

12. Why are your paintings so expensive?

We are a small and growing business playing in a very big industry. We order in smaller batches because that’s where we’re at right now, not at the “order ten thousand and get a discount” stage. Smaller batches give us more control, but they definitely do not come with bulk pricing like the big guys get.

Every Fallon Gems design starts with a real artist. We commission original artwork, pay proper licensing fees, and carefully prepare each piece so it actually translates beautifully into a diamond painting. Many of our designs are already hand rendered, and we are working our way toward making all of them that way.

We also upgraded things on purpose.
Boxes instead of bags. Better canvases. Higher quality drills. All the little details that make opening your kit feel good instead of flimsy. Those upgrades add up, but they also make the experience better.

We also donate canvases to foster youth because creativity should be shared.

Also, this is therapy. Try pricing that.

14. Why don’t you give away free products when asked?

We’d love to, but here’s the deal: random freebies would mean fewer kits for our foster youth donations, and that’s where our heart is.When you shop Fallon Gems, you’re helping us give creative outlets to kids who really need them. That’s better than random handouts any day. 

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

Email support@fallongems.com
We’re online Monday–Friday, 8 AM–12 PM PST. If we don’t reply instantly, we’re probably knee-deep in sparkle or chaos, but we’ll get back to you ASAP.

Instagram DMs are great for casual convos! But, if it is important please email us! 

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