• Home
  • Frequently Asked Questions

Registration & Account Questions

Why Do I Have to Register?

As a seller of precious metals in the United States, we are required by law to have basic information about who we do business with including name, address, phone number and email address. We do not share or sell this information with any outside parties - Learn more by visiting our Privacy Policy.

What is Level 1+ Membership?

Level 1+ Membership grants you wholesale pricing on Gold and Platinum findings and faceted gemstones. For California residents, level 1+ membership also gives you wholesale pricing on Gold and Platinum (precious metal findings), faceted gemstones and then also excludes these items, plus all other findings, metals and gemstones (resale items) from California state sales tax.

How can I update my email address?

Currently we're unable to allow customers to update their email address online. You can however submit a case or call us and we'd be happy to help!

Level 1+ Membership

What is Level 1+ Membership?

Level 1+ Membership grants you wholesale pricing on Gold and Platinum findings and faceted gemstones. For California residents, level 1+ membership also gives you wholesale pricing on Gold and Platinum (precious metal findings), faceted gemstones and then also excludes these items, plus all other findings, metals and gemstones (resale items) from California state sales tax.

How do I qualify for Level 1+ Membership?

To qualify for Level 1+ Membership you will need to submit a valid state seller’s permit or state or national tax id number (documentation of your status of doing jewelry as a business). No social security numbers please! If you are doing business with a California ship to address you will need to submit a valid California State Board of Equalization Sellers Permit Number.

Most of the items we sell are not affected by Level 1+ Membership.

Level 1 and Level 1+ pricing is the same for most items we sell. These items include all tools and equipment, all bulk pack sterling silver, gold filled and base metal findings, all metals including gold and platinum metals, all gemstones except faceted gemstones. These items are sold with the same price for everyone.

Who should apply for Level 1+ Membership?

Level 1+ membership is recommended for professional jewelers who by and resell precious metal findings and faceted gemstones. It gives you wholesale pricing for these items. Level 1+ membership has the most benefits for California professional jewelers with a valid California state board of equalization sellers permit number. Level 1+ membership is our way of giving our professional customers price protection on resale items and our method to make resale findings, metals and gemstones for California professional customers California state sales tax exempt. All tools & equipment shipped to or delivered within the state of California must pay California state sales tax.

How to apply for level 1+ Membership

During registration you will have an opportunity to apply for level 1+ membership. Just follow the prompts when registering. Already registered? Log in and go to My Account > Settings >Level 1+Membership. Check your application status and if not approved follow the prompts to apply for level 1+ membership.

All applications are reviewed manually. We will notify you by email of your level 1+ status within 24 hours.

How do I know when an item has level 1+ Pricing?

You will see this message when looking at a level 1+ eligible gold and platinum finding, or level 1+ eligible faceted gemstone:

Note: This item is eligable for Level 1+ pricing, if you have been approved for level 1+ membership you must be logged in to see the correct price.

Products & Search

Is it possible to view more details on the search results & category pages?

We offer three views: Grid (default), Table (mobile optimized), and list. The list view will display the products short description on the search results & category pages. While the change will stay for the remainder of your visit it will default back to the grid view during your next visit

Why are some options grayed out on product pages?

Grayed out options means that particular combination of options are not available. If an item is out of stock the option will be available but an "out of stock" message will appear.

Shipping

How Much Does Shipping Cost?

Shipping cost are calculate during checkout and require an account. This is to ensure the most accurate shipping for your location. If you don't have an account already please visit our registration page.

When Is My Order Processed and Shipped?

Most Orders are processed the business day we receive them. Most United Parcel Service and FedEx orders placed before 4:00 PM Pacific Time Monday - Friday will ship the same business day we receive them.

USPS (US Postal Service) domestic and international orders ship the following business day.

If you choose USPS (US Postal Service) shipping for an order placed after 4:00 PM on a Friday, Saturday or Sunday the order will ship on the following Tuesday. In the case of a 3 day weekend, that order would ship on the following Wednesday.

We observe the following US National Holidays-New Year’s Day*, MLK Day, Memorial Day, 4th of July*, Labor Day, Thanksgiving Day and the day after Thanksgiving, Christmas Eve and Christmas Day*.

*If any of these days happen on a weekend we take the same day off that UPS takes.

How Can I Track My Shipment?

When your order ships we will send you an email with a tracking number and a copy of your receipt. You can also find the tracking numbers via your Purchase History in My Account.

What about Duties and Fees on International Shipments?

Shipping charges paid on international orders do not include duties and fees. Expect to have additional charges payable to your post office or your chosen shipping company for any international order. It is your responsibility to check with your government about how much and when duties and fees are payable. Otto Frei is not responsible and has no control over duties, fees and any other additional costs levied by any government or shipping companies associated with clearing and delivering your order. If you refuse your package and the package is sent back to us you will be responsible for the return shipping cost.

Why is the only shipping option I see "Freight $$$"?

Otto Frei ships orders that have a single item weight over 150lbs. Online we charge a deposit for the estimated freight cost for your state. Our shipping specialist will contact you about your shipping needs and provide you the final cost of your shipment.

What does the status "Pending Approval" mean?

Otto Frei reviews all orders when placed for fraud. This process usually takes 1 hour for first time domestic orders and up to 24 hours for first time international customers.

Returns & Exchanges

What Can I Return?

If you are not satisfied with one of our products we will accept it back within 30 days of purchase. When returning a product, you can request an identical replacement item, exchange the product for another product, or request a refund.

Return Shipping Cost?

Return shipping is FREE with a valid RMA #. We will email you an electronic return label that you can print and tape to your package.

When Will I get my refund?

Usually in about 2-3 weeks. Most refunds are fully refunded in 3-5 days after we receive and process your return.

I'm outside of the United States, can I return my item?

Unfortunately due to the logistics of shipping internationally we don't offer returns for unwanted orders going outside of the United States. If a product arrives defective arrangements can be made after inspection.

Table of Contents

  • Registration & Account Questions
  • Level 1+ Membership
  • Products & Search
  • Shipping
  • Returns