Frequently Asked Questions

How do I place an order?

Making purchases with us is easy. Just browse our crystal catalogue and when you find something you want, click on it and you will see a more detailed description of it. Click ‘ADD to Shopping Cart’ and repeat the process until you finish adding everything you want, then click 'Proceed to Checkout' and fill out your details so that we can process your order. Placing your order automatically reserves your selected pieces just for you!

There are 2 ways to order

1. Click "proceed to checkout", provide your details, and pay securely online. All postage and handling is calculated for you, and our system will mark your items as reserved, so no one else can buy them.
2. You may phone your order through on +61 2 6684 5405 if you wish to place the order by phone. Please take international time zones into account if phoning from outside of Australia.

I don’t have a credit card – how can I pay?

For Australian Customers
Aside from accepting Credit Card (Master and Visa) payments, we also accept payments via Direct Deposit (we will give you our bank details upon request), Money Order, Paypal, Bank Cheque or Personal Cheque. Please note – your crystals will only be posted once Cheques have been cleared and Money Orders received.

For International customers
We really can only accept Credit Card payments direct or via PayPal. You can pay immediately when you place your order or once we have received your order we will send you a Paypal invoice for your order, including all postage costs. If you are comfortable sending concealed cash, then we will also accept cash, however the risk is entirely yours.

I don’t want to give my credit card details online – how can I make a purchase using a credit card?

You may phone your credit card details through on +61 2 6684 5405 if you wish to pay for your order without placing your details over the internet and we will process your card offline. Please take international time zones into account if phoning from outside of Australia.

Do you accept lay-by?

Yes, we accept lay-by. Our terms are 8weeks with a 20% deposit.

Do you sell wholesale?

No, we don’t sell traditional wholesale, as we do not buy in bulk. We select through suppliers stock to bring you the best pieces and prefer to pay more for 3 great pieces then buy 20 pieces and get a great price with 17 pieces that aren’t of the high standards and quality we desire. In this case we would still have to sell them on and that is not how we do business. We even choose 90% of our tumbled stones by hand, without bulk buying, to bring you the best pieces.

If you are a reseller with a business and an ABN and still would like wholesale knowing this, please email for further details contact us

How do you ship my order?

Postage within Australia
All orders will be posted via Australia Post. Orders will be sent as your choice of Regular post, Registered/ Insured Post or Express post. Post costs are determined by packaged weight and size and are the actual costs charged by Australia Post.

Postage to Overseas
All orders will be posted via Australia Post. All orders are sent by Airmail. Insurance is additional and optional. Post costs are determined by packaged weight and size and are the actual costs charged by Australia Post. Insurance is based on value – up to $100 is $7.50 then you add $2 for each additional $100. This amount is also the actual cost and subject to change by Australia post, but as you checkout you will see the actual cost before you complete your order.

We will pack and ship your order within 24 hours of receiving confirmation of your payment.

I cant see what I want on your site – do you have it?

In the event that a specimen you are looking for is not listed on our site, you are most welcome to contact us with details on the item and we will do our best to source and provide you with that which you seek. We generally have a few hundred pieces waiting to be photographed and loaded on the site at any given time, so we might just have what you want right here.

If I don’t take insurance, will you pack my order safely?

Yes, we are diligent packers; insurance is more for loss of your parcel, but also for damage in transit. At That Crystal Site, we understand your concerns for the safe arrival of your crystals and minerals. Each piece is individually wrapped in bubble wrap, to protect them from being bumped against each other. Depending on their size and weight they are packed into a padded envelope or boxed with polystyrene (Environmental equivalents made from rice) bubbles or shredded paper to provide protection from movement while being transported. We recycle all our packaging.

Insurance is for peace of mind, as it is far better to pay a small additional fee and receive your parcel, then should it go missing and have lost the entire order. We can track insure post should it go missing and if it can’t be found you get your money back. Also in the rare instance of damage, you get reimbursed for the cost of the piece damaged.

My order arrived damaged, what do I do?

Please contact us immediately to discuss. If it is a fault on our part and you choose to keep it, we will give you a partial refund. If it is a fault on our part and it is unacceptable, then post it back to us in its original packaging so we can see if it was through negligence on Australia posts side or ours. If it is on our side, we will give you a full refund. 

If your order was insured can we make a claim, please contact us immediately and keep original shipping box / packaging as it is required to claim insurance. We will give you the contact number to make a claim, as only the receiver can make a claim on damaged goods.

My order hasn’t arrived, what do I do?

For this reason, we prefer you use registered or express post, so we have some way of finding your parcel. If it was sent registered post or express post, then we can track it for you, just call us and we will chase it up for you. If it was sent via regular post then, unfortunately, there is nothing we can do to find it, we just have to wait and see if it turns up or comes back to us.

What is Paypal and why do you use it?

Paypal is a third party payment company, like a bank, created by ebay for paying with your credit card or bank account. We use Paypal for many reasons; firstly there are no set-up charges, monthly charges, or gateway fees while providing the industry's most-advanced encryption and fraud prevention technology. This saves you money by saving us money.

Paypal is secure, quick and the easiest way to make and receive payments locally and internationally. Paypal never shares your account information with anyone else, not even us, so your card details are always safe, so much so that it is used by millions of people all over the world.

How do I use Paypal?

As you complete your order you will see 2 options, click on ‘Pay using Paypal’, And you will be taken to a Paypal window where you fill in your details and pay with your credit card or bank account. You will be sent a transaction receipt to the email address you listed and we get confirmation of your payment and then post out your order.

  Or

We will send you a Paypal invoice for your order, including all postage costs via Paypal. Payments will be in Australian dollars if you purchase through the site and can be in US Dollars if we invoice you. Just open your invoice, check your order, complete your details as requested and press ‘Pay Now’ and we are sent instant notification of your payment and then will post your order out.

I have never bought on line before without holding a piece in my hand, what happens if I don’t like it?

For your peace of mind, we offer a 100% no-questions-asked guarantee. We guarantee you will be satisfied with your purchase and you will receive the exact item shown on our site… No substitutions. Please notify us promptly by e-mail if you are going to return a specimen for any reason.

If you don't like the specimen, you have a ‘2 week’ return privilege. Once we receive the returned specimen in the condition it was sent, we'll give you a full refund (excluding any postage costs incurred in the transaction).
If a returned specimen doesn't reach us within 2 weeks from the time you receive it, we will assume that you intend to keep the specimen and the transaction will become final. We have a longer return period for our International customers wishing to return specimens, depending on their location.

How does the 'Make An Offer' work?

Make An Offer is a great opportunity for you to reunite yourself with that special spirit. Sometimes a piece is calling to you, but price may be a factor in whether or not you buy it at this time. So to assist you in making your dreams a reality, if we can afford to accept any offer made in good faith, then we, absolutely will and it will be yours. Essentially, the 'Make An Offer' gives you the chance to negotiate the price with us so that you have the opportunity to buy the item at a lower price than the Advertised price.

All you have to do is when you see something that takes your fancy, just click on the piece you would like and then fill in the "Make an offer" form to submit your offer. Too easy! Ideally, we would like them to be paid for when your offer is accepted. However, as we are aware and understand that your pay day might be once a month, please don't feel that this prohibits you from placing an offer, as we are happy to work with you and have a look at a payment arrangement that best suits.

Best Offers are good for 48 hours. We will email you to let you know if we can accept your offer or not and discuss payment.