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FAQs

History of Silky Gem

Silky Gem is a crystal candy that revives the traditions of the Vietnamese Lunar New Year, dating back to the Thục Dynasty. Inspired by the cultural practice of serving treats with tea or wine, these candies symbolize health, wealth, and good fortune. Our founder Gia Huynh, born in Vietnam to a humble family, recreated these delicacies for the USA due to her childhood memories. Silky Gem is crafted from sea moss agar using time-honored methods found throughout Asia blending Vietnamese traditions with the Japanese Kohakutou art form, aiming to bring joy and luck to all who savor our treats. Our treats go beyond delightful flavors&#x2014;they provide a genuine cultural connection.&#xA0;</p><p>Inspired by the Vietnamese Lunar New Year traditions, Silky Gem crystal candies add a rich layer of history and culture to your taste buds. &#xA0;What distinguishes us is the heartfelt journey we offer our customers. Silky Gem is not just about candies; it&apos;s a shared experience of joy, tradition, and wishes for health and wealth. Indulge in a taste of cultural richness and sweet memories with Silky Gem. &#x1F48E;&#xA0;</p>

You can learn more about Gia and the history of Silky Gem in this video:


Refunds, Returns and Exchanges

Let's talk about what happens after your sugary goodness hits the "ship" button! Once your order is zooming off on its delivery adventure (thanks, mail carriers!), the responsibility for getting it safely to you becomes theirs.

That means things like melted candies (yikes!), incorrect addresses (double-check that!), or any delivery hiccups are out of our hands.  Since these treats are tasty and can't be un-eaten,  we are unable to accept returns or exchanges and all sales are final.

Here's the scoop on what to do if things go a little awry:

  • Package MIA? Don't worry, detective!  If your tracking info isn't showing what you expected, contact us within 48 hours and we'll team up with you to track it down. Don't forget to check with your local post office too – sometimes packages get a little lost in the mail maze. ️‍

  • Uh oh, wrong address! We can't offer refunds for deliveries that can't be made because of an incorrect address. Double-check that shipping info before you hit "pay" to make sure your treats find their happy place!

  • Damaged goods?  If your candy arrives looking a little worse for wear, let us know within 48 hours of receiving it. We'll do our best to make things right as long as you have shipping protection.

  • Shipping Protection: We highly recommend adding Shipping Protection to cover any unforeseen circumstances. You can find out more about that here. 

For any other questions, feel free to reach out to our awesome customer support crew – we're happy to help! 💝 

Any damage incurred during shipping must be addressed directly with the shipping provider. Once your item is dispatched, we cannot assume responsibility for any damage or loss unless you're covered under our package protection. We are more than willing to assess the situation and explore potential resolutions. Your satisfaction is our priority, and we're here to assist in any way we can.

Please reach out to us and one of our team members will work with you to ensure you are taken care of, as long as you have Shipping Protection.  We take pride in ensuring we get it right, so please reach out to us with any issues and we will do our best to accommodate you. 💝 

Your refund will be processed in a few business days depending on your financial institutions policies and if you have further questions regarding your refund, reach out to them directly. 

Shipping & Delivery

Our candy, made from a traditional Vietnamese recipe, is beautifully hand-cut and hand-packed by our family-owned business in Gaithersburg, MD. From the time you place the order, you can expect us to ship it out within 7-10 business days plus the shipping time depending on the option you choose. 💎 

Thank you for getting in touch. 


Currently we ship to Canada and the US including all US territories like Guam & Puerto Rico. 


At this time, we regret to inform you that we are unable to ship overseas due to high costs, long delays, and past problems regarding product conditions. However, we are actively working to address these issues and enhance our shipping services. We sincerely hope to offer shipping to your location in the near future!


Once your order has been received, we diligently work on preparing it for shipment. Our processing time prior to shipping 7-10 days excluding weekends in addition to the shipping time, depending on what you choose. We have a meticulous drying process each of our candy items undergo to ensure the highest quality upon arrival. If an order is dispatched before this drying is complete, the candy might arrive sticky, which is not desirable.

Don't worry, as soon as your order is shipped, we will send you an email confirmation along with the tracking information. You can track your order on our website here. This will allow you to monitor the delivery progress of your order.

In certain circumstances, like significant weather changes or high order volumes, there might be delays in the drying process, which can extend our production schedule. In such cases, we offer compensation, such as a shipping fee refund, for any inconvenience caused.

If you have further questions or require additional assistance, please don't hesitate to reach out to [email protected]. We appreciate your understanding and patience as we work to get your order to you as quickly as possible while maintaining our quality standards.

If you need to change the shipping address after placing your order, you can reach out to our customer service for assistance. We understand that mistakes happen and are happy to accommodate any address changes. For example, if you accidentally entered the wrong address when ordering, simply contact us with your order number and the correct new address. Make sure to verify the updated address to ensure that no unit or apartment number is missing. Once we have updated your information, we will confirm the accuracy of the changes.

We can modify orders as long as our fulfillment center has not shipped your order yet. Once the order leaves our warehouse, we can no longer make any changes to it. Please reach out to [email protected] as soon as possible and we'll do our best to make the requested changes. 💕

To cancel your order, please contact [email protected] as soon as possible with your request as long as the order is in pre-shipment status. We will promptly process the cancellation and issue a refund. We understand that changes can occur, and we strive to handle your requests efficiently. 

We still look forward to the opportunity to serve you in the future and hope to see your name on our order list again. If you need further assistance or have more questions after the cancellation, we're here to help! 💖 

For a small fee, you can add our Shipping Protection Plan ensuring peace of mind for your deliveries. With this comprehensive coverage, your package is protected against loss, theft, and damage from the moment it leaves our facility until it arrives safely at your doorstep. Should any unforeseen issues occur during transit, you can rest assured knowing that our dedicated team will quickly resolve the problem, offering you a replacement, store credit or refund. 💖

If your order has been mistakenly flagged as potentially fraudulent, don't worry. We send out alert emails when we suspect fraudulent activity requiring your confirmation on recent orders. In case you haven't responded to these emails, we may temporarily hold the order for the security of your financial details. When you confirm that the order and the details are correct, the order will continue through the standard process without any further actions needed from your side. Always ensure to respond to any such inquiries to avoid delays in your order processing.

If you have any questions, don't hesitate to reach out to [email protected] and one of wonderful team members will help you with this process. 💝 

When you place an order with us and haven't received a confirmation or update, please contact [email protected] with your order details, including the first and last name on the order form or your email associated with the order. If your package is in pre-shipment status, it means a shipping label has been created and we are finalizing the processing. Rest assured that we are actively working to ensure your package is ready for shipment and will inform you via email once your package is on its way. We will provide you with a tracking link and number to monitor your delivery. 💎 

In the event that your order undergoes a fraud check, our dedicated team will handle the situation to ensure secure transaction processing. You may be contacted by our team to confirm details or to provide additional support as needed. Please await instructions from our relevant department, and rest assured that no further action is required on your part unless prompted by our team.

General Questions

Yes, we offer pay-by-installments via ShopPay! For orders exceeding $50.00, choose the installment option at checkout to divide your purchase into 4 interest-free payments. <span class="fr-emoticon fr-deletable">&#x1F496;</span>&#xA0;</p>

We are delighted that you are interested in becoming an ambassador with Silky Gem. 💖  

To explore opportunities as an ambassador, you can apply to be an ambassador here.

Please reach out to us at [email protected] with your questions and a member of our team will be there to assist you. <span class="fr-emoticon fr-deletable">&#x1F496;</span>&#xA0;</p>

Please note we cannot do pick your own flavors in our collections or custom orders. We do have a build your bundle where you will get a 15% discount for choosing 3 items or more! 💎

To apply a discount code, at checkout you will see a box that says “promo code”. You just enter it there and apply it. 

If you have any further questions or require assistance, please do not hesitate to reach out to our customer support team at [email protected]. We are here to help.💖 

Product Information

We cannot accept liability for allergic reactions, and we are unable to guarantee the exclusion of specific flavors from our collections. Please reach out to [email protected] directly if you have any allergy concerns. Please be aware cross contamination can occur. 💎 

Although FDA does not have premarket approval of food products, it has the authority to approve certain ingredients before they are used in food or intended to contact food. So therefore, every ingredient in our product has already been used in other approved ingredients list.

If you have any further questions or require assistance, please do not hesitate to reach out to [email protected]. We are here to help. 💖 
Our candy stays fresh and high-quality for an extended period. Follow these steps for optimal storage:

  • Airtight Container: Store aired candy in an airtight container to avoid moisture exposure, preserving texture and taste.

  • Cool, Dry Storage: Keep the container in a cool, dry place away from sunlight and temperature changes to maintain flavor and prevent stickiness.

By following these guidelines, our candy stays delicious and top-quality for months. For questions or assistance, reach out anytime. Your satisfaction is our priority. 💖 

Yes! All of our candies are dairy free. 💖 

Yes! All of our candies are gluten free and vegan. 💖 

Our candy is produced in a facility that processes nuts. 💖 

We don't use alcohol or animal products so our products are Halal friendly. 

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