General Questions...

Is my financial and personal information secure?

Yes, all personal information is transmitted using secure SSL web pages. These pages are encrypted to ensure that no personal financial or identifiable information is made available to anyone other than you, your bank, or the processor.

Do you buy precious metals?

We do buy precious metals. If you’re interested in selling at least $1,000 worth of bullion, you qualify for our buyback program. We buy most bullion products, for example:

  • American Eagles
  • Krugerrands
  • .999+ Silver
  • 35%, 40%, and 90% Silver
  • .999+ Gold
  • Pre-33 Gold
  • Platinum Bullion
  • Palladium Bullion

We do not buy jewelry, scrap metal, silverware, or notes. You can find buyback pricing for products on the actual product page.  

Do you have recommended products for new precious metals investors?

Yes, we recommend starting with ten ounces of silver. We have also listed our most popular and most highly recommended products on our IRA page. For a full investor’s guide, please download our eBook here.

Do you report my purchases to the Government?

We do not report the majority of precious metals purchases to the government. We do however have an obligation to file Form 8300 in the instance of cash payments over $10,000. The $10,000 minimum also applies to related cash transactions within 24 hours of each other that together total more than $10,000. Please note, cash includes cashier’s checks and money orders with a face value of $10,000 or less.

Do you have a return policy?

We strive for 100% customer satisfaction. Items can be exchanged or returned within five (5) business days of delivery in accordance with our Market Loss Policy. To obtain a return authorization, please contact our Customer Service Department by telephone at 1-561-529-3001, via email at support@metalstacks.com. Our Market Loss Policy can be viewed on our Terms and Conditions page.

Do you offer secure storage options?

Yes, we do! We offer secure storage through Ready Vaults. You can find more information here.

What are market loss fees?

As a precious metals dealer, one of the biggest differences between us and a retailer like Amazon is that we sell a product that is constantly fluctuating in price. This adds a layer of complexity to our operations, and our company policies. The most misunderstood policy that we must enforce is our market loss policy.

Once a customer places an order, that price is locked in and therefore no longer subject to spot price changes. We are trusting that the customer will pay for their order, and as a result we un-hedge the metals ordered at that time. This takes place the moment the order is placed, not the moment the order is paid for. The metals are now fully exposed to the gains and losses should the customer decide to back out of the agreement and not pay for the order.

For the complete Market Loss Fees explanation Click Here.

Is my package insured?

MetalStacks fully insures all its shipments. Should anything happen while your package is in transit to you, it will be covered by our insurance policy subject to the conditions set forth in our Terms and Conditions.   

If we determine the package is lost or damaged, we file a claim. We reserve the right to re-ship your items or refund your money at our discretion.

My package appears to have been damaged or tampered with. What should I do?

We recommend you refuse any shipment that appears to be damaged or tampered with as the shipping insurance ends once signed for and/or delivered. When refused, the package(s) will return to MetalStacks for inspection. If you have taken possession of a damaged or tampered package, please save all packaging and contact MetalStacks at 1-561-529-3001 within 48 hours for further instructions. Failure to notify us of damage or tampering within 48 hours from signature or delivery date may impact our ability to cover your claim.

What happens if my order is lost in transit?

All packages shipped by MetalStacks are covered by insurance subject to certain conditions.  In the unlikely event that your order is Lost in Transit, you need to contact us immediately.   Lost in Transit is defined for the:

  • USPS as tracking not having updated in 5 or more calendar days. 
  • For UPS, it is 3 calendar days. 
  • You must contact us within 7 days since last tracking for USPS and 3 days since last tracking for UPS. 
  • If you do not contact us by these timeframes, insurance will not cover the package.

Once you contact us, we research the shipment with the carrier and begin the claim process.  The claims process can take 30 or more days to resolve, and many Lost in Transit shipments end up getting delivered late.   If the package is delivered, you must notify us within 24 hours.

Will I need to sign for my package?

Orders under $1000 will not require a signature unless that option is selected and paid for at checkout. Orders over $1000 will always require a signature for delivery. Please note, per our Terms and Conditions, once a package shows delivered, our responsibility ends. Please be available and attentive to receive the package when the courier arrives. Due to COVID 19, couriers are not always getting the signature.

How will I know when my order ships?

We will notify you by email once your order ships. You can also check the current status by logging in to your account or using our Track An Order page.

What if my order shows delivered but I did not receive it?

Please note that MetalStacks will not be responsible for reimbursements or insurance claims on packages that are successfully delivered as addressed. Our liability and insurance cease the moment the package is signed for or left at the specified delivery address. Any issues or problems with a shipment MUST be reported to MetalStacks within two (2) calendar days of recorded delivery, else MetalStacks may deny any claim.