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FAQs

FAQs

Ordering and Shipping FAQs Why do I have to register and create a password? 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. By Registering you will be able to use all of UPTOWNTOOLS.com features: Accurate shipping options and pricing Cart will keep its contents Add products to your Wish List Manage your billing/shipping addresses Keep track of your order history Registration is FREE and only requires your Name, Email, and Password! Registering for Level 1 membership is automatic while Level 1+ membership for wholesale Findings pricing is subject to verification, this can take up to 24 hours to be activated on your account. Level 1+ membership only affects Finding Store pricing. The pricing is the same in the Tools Store for Level 1 and Level 1+ members. During that time you can still buy Tools and Findings (Findings will not be at wholesale prices) while your credentials are being verified. If it is urgent we recommend you call us at 1.800.000.0000or 1.917..000.0000 during our business hours to place your wholesale Findings order. 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 Years 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. When your order ships we will send you an email with a tracking number and a copy of your invoice. How much will my shipping cost? To see shipping charges please do the following: Register on our site with your shipping address Shop on our site by adding items to your cart Shipping charges and options are shown in checkout How long will my order take to arrive? Domestic Orders in the United States: UPS or FedEx Ground 1 to 7 business days from when your order ships. Please note that Saturdays, Sundays and National Holidays are not considered business days. FedEx Priority Overnight or UPS Next Day Air® Next Business Day AM - FedEx or UPS will deliver by 10:30 AM on the next business day from when your order ships to most addresses in the 48 contiguous States. Restrictions apply to Hawaii, Alaska and certain rural and residential addresses. FedEx Standard Overnight or UPS Next Day Air Saver® Next Business Day PM - FedEx or UPS will deliver by 5:00 PM on the next business day from when your order ships to most addresses in the 48 contiguous states. Restrictions apply to Hawaii, Alaska and certain rural and residential addresses. FedEx 2nd Day or UPS 2nd Day Air® 2nd Business Day PM - FedEx or UPS will deliver within 2 business days from when your order ships to most addresses in the 48 contiguous states. Restrictions apply to Hawaii, Alaska and certain rural and residential addresses. UPS 3 Day Select 3rd Business Day PM UPS will deliver within 3 business days from when your order ships to most addresses in the 48 contiguous states. Restrictions apply to Hawaii, Alaska and certain rural and residential addresses. United States Postal Service (USPS) Priority Mail 3 to 6 Days. The United States Postal Service delivers six days a week. We recommend this service for customers in Alaska, Hawaii and all U.S. territories. USPS Priority Mail shipments ship the following business day from the day the order is placed. Please Note: When figuring your estimated package arrival day, please remember that Saturdays, Sundays, and National Holidays are not considered business days and the first business day is the day after your package is shipped. International Orders-DHL-FedEx-Postal Service International orders ship the following business day or later due to time differences and delays due to fulfillment communications. Transit days given are not guaranteed and will vary by country. Transit days are to your countries customs and not to your door. Transit days are business days and do not include Saturdays, Sundays and National Holidays. The first transit day is the next business day after your order ships and not the day the order ships. Additional time will be required for custom clearance and final delivery. Refused Shipments Otto Frei is not responsible and has no control over duties, fees and any other additional costs levied by any government agencies or shipping companies associated with clearing and delivering your order. These include charges for incorrect address, address correction and missed delivery. If you decline to pay these charges, causing an order to be returned to us, any additional charges for shipping and processing the refused order back to us will be deducted from any merchandise credit due. How can I place an order? Online Order Order Online with our Secure Open Page Checkout Form. We accept Credit Cards (Visa, Mastercard, American Express, Discover), Paypal, Phone Payments, Purchase Order, Otto Frei Charge Account*, or a Gift Certificate. When you use the Purchase Order or Phone Payment method you must call us with your credit card information. We will accept government and institutional purchase orders. Phone Order Call Toll-Free 1.800.000.0000or 1.917.000.0000 8:30 AM - 5:00 PM Pacific Time. Fax Order Fax your Order Form and Credit Card information to us at 1.800.000.0000 or 1.917.000.0000 Mail Order Mail your Order Form and Payment via U.S. Mail: UPTOWNTOOLS. , NY 10001-0000 United States *An UPTOWNTOOLS charge account is either a credit card we have on file for you or a net 30-day trade account available to certain qualified members of the Jewelers Board of Trade. You must call us with your credit card information to open a charge account, or, if you are JBT rated, contact our bookkeeping department at 1.800.000.0000to request a 30-day open account application. How do I receive coupon codes? The most common way to receive coupon codes is via The UPTOWN Report. We offer a variety of subscription options so you can find the one that fits into your Internet Lifestyle the best: Signup for our eNewsletter: The UPTOWN Report and have the coupon codes sent directly to your Inbox. Simply enter your email into the Stay Connected Box in the Right Sidebar on any page or in the Footer on the Homepage. Like Us on Facebook - This is where you can read up on the latest deals, and also talk to other Jewelers. Follow Us on Twitter - Are you on Twitter? So are we! Follow Us and never miss another coupon code. Subscribe via RSS - Real Simple Syndication! We got it and if you love to read your news in a program like Reader this is the option for you. Does UPTOWNTOOLS.com take orders from outside the United States? Yes, UPTOWNTOOLS welcomes your business! Payment Information We recommend using Pay Pal for best results. You may also have to contact your bank to pre-approve the purchase amount on your credit card. Shipping Methods During checkout you will see all the shipping methods available for your cart contents and weight Duties, Taxes, and Custom Fees We do not collect for your country's duties, taxes and fees. If there are duties, taxes or custom fees to be paid, you will have to pay them to your post office or custom broker before your package is released. We have no way of estimating what, if any, duties, taxes and custom fees you may have to pay to your post office or government agency. Please contact your local post office to figure what you may have to pay. Refused Shipments UPTOWNTOOLS is not responsible and has no control over duties, fees and any other additional costs levied by any government agencies or shipping companies associated with clearing and delivering your order. These include charges for incorrect address, address correction and missed delivery. If you decline to pay these charges, causing an order to be returned to us, any additional charges for shipping and processing the refused order back to us will be deducted from any merchandise credit due. Can you please explain Yellow Gold Filled? Yellow Gold Filled and White Gold Filled are man-made metal products produced in the United States.  This process was invented in the United States and used extensively in the manufacture of pocket watch cases, many of which are still gleaming bright a hundred years after they rolled off the production line. Gold Filled mill product is made in a variety of flat sheet and wire shapes and sizes. The stock products are used by large findings and chain manufactures using specialized equipment to create finished products.When returning a product, you can request an identical replacement item, exchange the product for another product, or request a refund. Return shipping is free with a valid RMA number. Exceptions To Our Return Policy We regret we cannot accept returns on books or video tapes. Who pays original and return shipping? If the return is needed as a result of damage, defect, or our mistake, we pay the shipping charges - both to have your item sent back to us, and to send you a replacement item. In the case of an outright return for refund, we refund the full purchase price of the product, but you are responsible for return shipping on the product you are returning and we do not credit the original shipping charges toward the exchange. When does Otto Frei charge restocking fees? Rarely. We can only accept items that are returned without signs of wear and tear and with all of the original contents and packaging. Contents consists of any included parts and accessories, as well as the warranty card and manual without user's notes or markings. Packaging includes all inner and outer packaging, complete with the original barcode affixed. Items not returned in the condition described here may be subject to restocking fees (up to 20% of the purchase price, as determined by our cost of replacing the missing items including a processing fee for the labor intensive process) or refusal of the return. Larger items and items that we ship directly from our vendors can be subject to a 30% restocking fee. This fee may apply if you refuse delivery or as a result of delivery exceptions, as well as from a typical return. We apologize for this inconvenience. Why is tax still being displayed even though I'm a Level 1+ customer? UPTOWNTOOLS authorizes your credit card for the full amount of your order during checkout for security purposes. When you're order is processed tax will be removed from qualifying Findings, Metals, and Stones. You will see the updated total on the invoice in My Account and in an email sent to you when your order ships.

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