FAQ
Yes! Post a clear photo and video in our Discord, and someone from our team or community will help you identify it.
You can also submit a contact form request, and Kenna, Dan, or another staff member will respond as soon as possible.
Our crystals are sourced from trusted suppliers across the globe, with a non-negotiable focus on ethical practices and high quality. To ask about a specific crystal, please submit a contact form request or join our Discord; either Kenna, Dan, or a logistics staff member can provide more information.
Also, don't forget to read the description of the crystal you have in mind. We may have added the locality in there!
Yes! We use paper-based packaging (tissue paper, stickers, tape) and biodegradable or recyclable materials whenever possible. On your first order, look out for the included biodegradable instructions on how to deconstruct and recycle or reuse the materials used to pack your order.
If a material isn't eco-friendly, it means there wasn't an accessible alternative that met our quality or functionality needs. Rest assured, we'll switch over as soon as we find one that works perfectly for us. Suggestions always welcome, just send a message to us using our Contact page.
Yes! We ship worldwide. Shipping times and import duties may vary depending on your location.
Kenna's Cosmic Collection is not available for delivery to the EU at this time, but this does not affect crystals, stickers or other items.
We're getting your order ready for shipment. Please allow up to 20 business days for your order to be fulfilled and shipped. This timeframe will be significantly reduced if you purchased Express Processing. Orders are packed chronologically, and express orders move to the front of the line. Once your parcel is ready for pickup by our shipping partner, you'll receive a shipping confirmation email.
Please view our full Shipping Policy here.
Yes. You can add express processing and other items within 24 hours of placing your order using the Order Editing Feature on your order status page in your Account dashboard.
After that window closes, your order will be locked in and moved into our processing queue. Please reach out to Customer Service ASAP if you need to add express processing or any other items, and your order is no longer editable.
Expedited Processing shortens processing time, not shipping speed. Shipping times depend on the carrier and your location, but your order will leave our facility much faster.
Processing is the time our team spends preparing your order before it leaves our facility. This includes pulling your crystals, intuitively selecting pieces, quality checking, packaging, adding confetti and collectible butterflies, and getting everything ready for pickup. Processing does not refer to transit time.
Shipping begins after your order has been processed and handed off to our shipping partner. Shipping time is the carrier’s delivery timeline and depends on your location, chosen shipping method, and customs clearance (especially for U.S. orders).
Canada: 3-5 business days
United States: 3-5 business days*
*This is very dependent on the US Customs and Border Protection (CBP) processing times.
Other International: 2–5 weeks
Tracking information will be sent to your email once your order ships.
Tracking updates can take several days once your parcel leaves Canada. If it's been more than 10 business days without movement, please submit a contact form request, and we'll help you out.
Yes! You can update your shipping address within 24 hours of placing your order using the Order Editing Feature on your order status page in your Account dashboard.
After that window closes, your order will be locked in and moved into our packing queue. Please reach out to Customer Service ASAP if you need to change your address and your order is no longer editable.
Yes! You can update your contact information within 24 hours of placing your order using the Order Editing Feature on your order status page in your Account dashboard. Per Shopify limits, email can be updated only once.
After that window closes, your order will be locked in and moved into our processing queue. Please reach out to Customer Service ASAP if you need to change your contact information and your order is no longer editable.
Yes! You can adjust quantity, add, or remove items within 24 hours of placing your order using the Order Editing Feature on your order status page in your Account dashboard.
After that window closes, your order will be locked in and moved into our processing queue. Please reach out to Customer Service ASAP if you need to change your contact information and your order is no longer editable.
You can cancel your order within 24 hours of placing your order using the Order Editing Feature on your order status page in your Account dashboard.
After that window closes, your order will be locked in and moved into our processing queue. Please reach out to Customer Service ASAP if you need to change cancel your order and your order is no longer editable.
Yes! You can update your order note within 24 hours of placing your order using the Order Editing Feature on your order status page in your Account dashboard.
After that window closes, your order will be locked in and moved into our processing queue. Please reach out to Customer Service ASAP if you need to edit your order note and your order is no longer editable.
No, but we'll always try our best to choose something close that fits your preferences. Products are chosen intuitively and on a first-come, first-served basis, unless crystals are specifically lettered (e.g. A, B, C), in which case, you'll receive the exact specimen shown.
Numbering the listings by quality value (111, 222, etc.) and intuitively picking them ensures everyone has an equal chance of receiving a beautiful, high-quality piece because they are all exactly that: high-quality and beautiful.
It also keeps our workflow fair and manageable. With the volume of orders we receive, it would be far too time-consuming for a staff member to go through every available crystal variant with each customer one-on-one. Please do not reach out asking for individual choosing rights. It isn't fair to other customers, and although we genuinely have a hard time saying no because we love you, it isn't fair to our small team either.
We put tremendous love and intention into every order. We always read and respect your order notes, and we are happy to choose with your preferences in mind, such as "I prefer dark blue flash if available, please" or "I prefer a shorter tower if available, please." Just keep in mind that the specific variant you're hoping for may not be available at the time of your order. While we always try our best to match your expectations, it may not be possible.
For listings with significant variations, especially higher-priced, unique pieces, we offer lettered listings that let you choose the exact specimen you want. For minis and other intuitively chosen items, let's trust our logistics team, Kenna, and Dan to select your piece with care, love, and intuition.
Unfortunately, no. Due to inventory tracking, logistics, and accounting, the logistics staff can't make individual swaps while processing your order, as it could result in another customer's order missing a crystal. If you'd like crystal recommendations for your specific needs, join our Discord and ask in the questions channel.
If you want to be surprised and have a staff member choose a box based on your affirmation, metaphysical needs, colour palette, or overall vibe, we highly recommend waiting for a Pick Box restock. Pick Boxes are explicitly designed for intuitive, theme-based selections and are fully integrated into our inventory system to prevent errors.
However, our new order-editing feature lets you add or remove items within 24 hours of placing your order. After that window closes, your order will be locked in and moved into our processing queue. Please reach out to Customer Service ASAP if you need to change your order and it is no longer editable.
Unfortunately, no. If mystery boxes or specific crystals are sold out, it means that inventory is unavailable. For fairness and logistical accuracy, staff cannot take items from other customers' orders. You are welcome to suggest crystals or bundles you'd love to see in future restocks in our Discord’s suggestions channel. Thank you sincerely for your support!
If you want to be surprised and have a staff member choose a box based on your affirmation, metaphysical needs, colour palette, or overall vibe, we highly recommend waiting for a Pick Box restock. Pick Boxes are explicitly designed for intuitive, theme-based selections and are fully integrated into our inventory system to prevent errors.
If you'd like to receive a mystery crystal that's intuitively chosen for you, please purchase a Mystery Grab when they're available. We kindly ask that you respect the no-requests rule for these items.
TikTok packing videos are not always available for purchase. Sometimes Kenna prefers to select orders at random and film at her leisure. If you don't see any under Kenna's Signature Picks, there aren't any available at the moment. Thank you in advance for understanding.
To be notified when an item is back in stock, add it to your wishlist by clicking the heart in the upper right corner of the product image, or the "Add to Wishlist" button on the product page while signed into your account. You'll receive an email notification as soon as the quantity is updated.
Kenna sources crystals from all over the world, and it's not always possible to restock the same crystal or quality again. If there's something you'd love to see return, join our Discord and post it in the suggestions channel. Kenna checks the Discord regularly and keeps an eye out during sourcing.
To be notified when an item is back in stock, add it to your wishlist by clicking the heart in the upper right corner of the product image, or the "Add to Wishlist" button on the product page while signed into your account. You'll receive an email notification as soon as the quantity is updated.
We rotate between different types of restocks. Sometimes, it's a full Pick Box release, and other times, we feature individual listings. To keep things organized and avoid logistical mix-ups, we only have one or the other active at a time. If you don't see individual listings, it's likely an all Pick Box restock, or we are almost at the next restock and are low on available inventory. Check the banner at the top of the website to see if you are close to the next restock.
To be notified when an item is back in stock, add it to your wishlist by clicking the heart in the upper right corner of the product image, or the "Add to Wishlist" button on the product page while signed into your account. You'll receive an email notification as soon as the quantity is updated.
Pick Boxes are curated, mystery-style selections where you choose your size or theme, and Kenna intuitively picks your crystals. Each restock is either all Pick Boxes or none at all. If you don't see any available, that restock didn't include them.
Each restock is either all Pick Boxes or none at all. If you don't see any available, that restock didn't include them.
To be notified when an item is back in stock, add it to your wishlist by clicking the heart in the upper right corner of the product image, or the "Add to Wishlist" button on the product page while signed into your account. You'll receive an email notification as soon as the quantity is updated.
Tarot cards are included as a special gift with orders that contain a tip. They're a small extra gift of appreciation from the team.
To reduce paper waste and align with our eco-friendly values, we no longer include business cards or additional printed instruction sheets with orders. You will still, however, receive your invoice with each order.
If you'd like a business card or instructions for a junk journal, keepsakes, or personal collection, feel free to nicely request one in your order notes when placing your next order, and we'll be happy to include one for you.
Each customer receives one sachet of complimentary crystal confetti per restock, regardless of how many separate orders they place. This ensures fairness and allows all customers to receive collectibles and freebies during that restock.
The complimentary collectible butterfly crystals include unakite, tiger's eye, rose quartz, snowflake obsidian, rhodonite, lepidolite, amazonite, flower agate, howlite, amethyst, clear quartz, and crazy lace agate.
Download the Collectible Butterfly Sheet to track your progress.
No. The collectible butterflies are intuitively chosen, and part of the fun is the surprise. Discovering which butterfly joins your collection next is part of the experience and is what makes them collectible.
If you receive a double, consider loving them both or gifting one to a friend or loved one.
You'll receive one collectible crystal butterfly per complimentary confetti sachet, which is one per customer per restock, regardless of how many orders you place. This helps ensure everyone gets a chance to receive freebies and collectibles.
No, sorry. VIP gifts are applied only to single orders that reach the $300 CAD threshold at checkout. We aren't able to go back and combine separate orders or manually add a VIP gift afterward, as this is too time-consuming for our small team. We sincerely apologize for any inconvenience this may cause.
That said, please don't worry. Our logistics staff, along with Kenna and Dan, always make sure our customers are well taken care of and thoroughly spoiled with every order.
Our artist is currently working on these designs! We do all our art by hand without AI, so it takes time to create the magic. Thank you for your patience. Join our Discord to be the first to know when they're released.
All artwork is original and designed from scratch by Ciara Taylor (also called CC) in collaboration with Kenna. Each piece is handcrafted with intention, without AI assistance. You can meet CC and chat about the designs in our Discord community.
