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Frequently Asked Questions

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Support Phone

1 (800) 772-3456

Check most frequently asked questions here,

In My Account you will find the order history of any online order placed after February 7, 2023. These orders will start with the letters WS

If you're looking for transactions earlier than February 7, 2023 and that transaction starts with the letter S (Sales Order), R (Receipt), or N (Invoice), please login to our Legacy Account Center where you can download PDF copies of all your earlier transactions. offers automatic bulk discounts on eligible products, applied during checkout. These discounts aggregate across all qualifying products sharing the same Bulk Discount category. Here's a breakdown:

  1. Bulk Discount: Save Up To 50% on Beading Tools:

    • 10+ items: 20% off
    • 50+ items: 30% off
    • 100+ items: 40% off
    • 300+ items: 50% off
  2. Bulk Discount: Save Up To 12% on Polishing Consumables, Batteries, Gemstones, Gravers:

    • 3+ items: 5% off
    • 5+ items: 10% off
    • 10+ items: 12% off
  3. Bulk Discount: Save Up To 20% on Individual Files, Pliers & Cutters, Saw Blades, Sterling Silver & Yellow Gold Filled Findings:

    • 3+ items: 5% off
    • 6+ items: 10% off
    • 12+ items: 20% off
  4. Bulk Discount: Save Up To 20% on Burs & Drills:

    • 2+ items: 10% off
    • 4+ items: 15% off
    • 12+ items: 20% off

Important Notes:

  • If an item qualifies for multiple product discounts, only the largest discount will be applied.
  • Product discounts cannot be combined with Order Discounts
  • If you enter a coupon code, our website will only apply it if it results in a larger discount than the automatic bulk discounts you're already receiving.

For any further clarification or assistance, feel free to reach out. Happy shopping!

On February 23, 2023 Otto Frei launched a new website on the Shopify platform. Gift Certificates purchased before that date will not work in the new site. There are two options to resolve this:

Option 1:

Please contact us via LiveChat, e-mail, or phone to get new code that will work on our new website. 

Option 2:

If you're ready to submit your order and are okay with authorizing a higher amount on your credit card, you can leave us a note with your gift certificate code in the special instructions box and we will apply the balance to your order and refund you that amount to your credit card

. gift cards can only be redeemed when shopping online at


Enter the gift card code during checkout:

If you happened to forget to apply your discount code, no worries! Just get in touch with us right away. It's important to note that once your order has been shipped, unfortunately, we won't be able to retroactively apply the discount. So, the sooner you reach out, the better. We're here to assist you, and your satisfaction is our priority. Contact us immediately if you have any questions or concerns regarding your discount code.

Discount codes and gift cards are entered during checkout. You will find the field under the list of items you ordered.

Please Note: Gift Certificates purchased before February 23, 2023 will not work in checkout unless you have already contacted support to issue a new code. Please check out our FAQ on "How do I redeem my gift certificate purchased before February 23, 2023?"

To place your order via wire transfer, kindly leave a note on the cart page. Proceed to checkout and refrain from selecting one of the express checkout methods such as Apple Pay, Google Pay, Venmo, Shop Pay, etc.

If you find yourself directed to the Shop Pay express checkout method, this might occur if you've previously used Shop Pay on another website powered by Shopify Payments. Scroll down to the bottom of the page and click on 'Check Out as Guest'.

Now proceed through checkout in the usual manner. Upon reaching the payment page, select 'Phone Payment.' We will promptly get in touch to finalize your order. For expedited assistance, feel free to contact us directly.

To place your order using your terms account. Proceed to checkout and refrain from selecting one of the express checkout methods such as Apple Pay, Google Pay, Venmo, Shop Pay, etc. If you've been taken directly to the Shop Pay express checkout scroll down to the bottom of the page and select "check out as guest". Than proceed through checkout in the usual manner. Upon reaching the payment page, select 'Phone Payment.' 

Our Shopify powered checkout uses Shop Pay to make your checkout experince as fast as possible by automatically importing your credit card and billing information, just like PayPal. If you place an initial order with us using Shop Pay, the next time you place an order it will fast track you to that same experience. If you'd rather use a different express checkout option you should click on the link at the bottom of Shop Pay which says "Check out as guest."  You can then proceed through checkout and select Phone Payment at the Payment step.

Coupon codes are applied during the checkout process. Here are some key details:

  1. Number of Coupon Codes:

    • You can apply up to a total of 5 coupon codes to a single order.
  2. Inclusive of Automatic Discounts:

    • This limit includes automatic discount codes, such as bulk discount pricing and free gifts.
  3. Priority of Discounts:

    • If an item qualifies for multiple product discounts, only the largest discount will be applied. This ensures you receive the most beneficial offer.

Upon reaching the checkout page on our website, you might be seamlessly redirected to Shop Pay. If you prefer to use an alternative payment method, such as PayPal, Apple Pay, or Google Pay, Venmo, or phone payment simply click on the "Check out as guest" link located at the bottom of the Shop Pay payment page.


Checkout As Quest


You will then be able to choose a new express payment method or enter your information directly.  The options that display will vary depending on your device:



If you prefer to complete your purchase using a credit card or opt for phone payment (applicable to terms customers and ACH/Wire transactions), kindly provide your address in the form located under the "Or continue to Pay With Your Credit Card"  and proceed through the checkout process.

The Legacy Customer Account Center, accessible in My Account, allows you to retrieve the following order history dating back to August 2015:

  • Sales Orders (S#)
  • Cash Sales (R# refers to receipts for credit card and cash sales)
  • Invoices (N#)
  • Payments (P#)

Q: Is my password shared with the Legacy Customer Account Center?

No, the Legacy Customer Account Center operates independently and does not share the password you use on

Q: What should I do if I have trouble logging in?

If you encounter any login issues, you can use the "Forgot Password" link conveniently located on the Legacy Account Center Login Page. This will guide you through the necessary steps to regain access to your account. If you need further assistance, feel free to reach out to our support team.


Once you've logged into the legacy account center you can print copies of sales orders (S#), Cash Sales (R#), Invoices (N#), and Credit Memos (CM) going back to 2015. 

  1. Click on See Orders
  2. Once your orders have loaded, you can use the filters selection to get copies of different transaction types. Push the "+ FILTERS" grey bar to expand your options:
  3. The filters section will allow you to choose: Transaction Type, Date, Status, and Style.