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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.

How can I update my email address?

Currently we're unable to allow customers to update their email address online. We can take care of the request via our live chat feature or call us @ 800.772.3456 option 2 and we'd be happy to help!

Level 1+ Membership

What is Level 1+ Membership?

Due to a 2018 Supreme Court ruling, we are now required to collect sales tax in a growing number of states. Level 1+ Membership will give you tax exempt status for resale products which are metals, findings and gemstones. Tools and supplies, and any other products that you consume, are taxable. Level 1+ Membership requires a verified state issued tax identification number or resale permit.

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 Much Does Shipping Cost?

Shipping cost are calculated during checkout. Simply register with your address and start shopping. During the checkout process, but before you submit payment, you will see shipping options and charges.

When Is My Order Processed and Shipped?

Most Orders are processed the business day we receive them. Shipping cut off is 4:00 PM Pacific Time, Monday – Friday. We do not ship on weekends and major holidays.

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*.

How Can I Track My Shipment?

When your order ships we will send you an email informing you which items have shipped and a tracking number. 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.

What does the status "Pending Approval" mean?

Otto Frei reviews all orders for fraud. This process can take up to 24 hours for first time 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?

We will pay for the first $25.00 of return shipping costs per order placed if you request and process your return online in your account. You will then receive a valid RMA # and 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?

We do not pay for return shipping on orders shipped 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
  • Shipping
  • Returns