To be eligible for a return, your item must be unused/ unopened and in the same condition that you received it. We will happily replace products damaged during shipping if you contact us within 7 days of delivery. Due to the nature of our products and as a result of safety and cleanliness standards, we are unable to offer any refunds, returns or exchanges for any other reasons. FINAL Sale items and items purchased during a site-wide sale are not eligible for returns or exchanges. If you received the wrong item or your item was defective or damaged please email us at


Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund. 
If you are approved, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment, within 7-14 business days to receive your refund once we receive your package.

Lost, stolen or damaged in transit 

In order to protect both our customers and our small business, we offer package insurance through Route. The option is pre-selected at checkout. If package protection is deselected, Virgo & Gem is not liable for packages that are lost, damaged in transit, or stolen. If you purchased package protection, you can file a claim at or call USPS customer service.

Late or missing refunds 
If you haven’t received a refund yet, first check your bank account again. 
Then contact your credit card company, it may take some time before your refund is officially posted. 
Next, contact your bank. There is often some processing time before a refund is posted. 
If you’ve done all of this and you still have not received your refund yet, please contact us at 

Sale items 
Only regular priced items may be refunded, unfortunately sale items cannot be refunded. 

Shipping an order back to us for a 
To return your product, you should mail it to P.O BOX 15, Lake Alfred FL 33850. You will be responsible for paying for your own shipping costs for returning your item. Shipping costs are non-refundable. If you receive a refund, the cost of shipping will be deducted from your refund. If your order was eligible for free shipping, meaning that you did not pay for shipping when the order was placed, we will deduct the actual amount we paid to ship your items as shipping is not free for us. You will receive a screenshot of the amount we paid to ship your items for your record. 

Depending on where you live, the time it may take for your exchanged product to reach you may vary. 

If you are shipping an item over $75, you should consider using a trackable shipping service or purchasing shipping insurance. We don’t guarantee that we will receive your returned item.