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Here you’ll find answers to the most frequently asked questions we receive about Silvexonline.com.
If you can’t find the answers to your questions below, please contact us at custserv@silvexonline.com |
- Why should I become a member?
Silvexonline.com offers its members a wide array of benefits and services, including online ordering, real-time inventory, volume discounts, special orders and more. Please see our Member Benefits page for further details.
- How do I become a member?
It’s easy! Simply click here or go to the New Users tab on the homepage. Follow the instructions and complete the account application form. Immediately after you submit your application, you will receive an email with an assigned user ID. Just use the assigned user ID with the password you choose to log in.
- Are there any requirements for being a member?
Silvexonline.com is open to the trade only. This means we only sell to resellers and other wholesale businesses. If your business is located in California, you will need to provide us with your Resale Number (issued by the California Board of Equalization) upon request.
- What if I do not receive an email with my assigned user ID?
If you do not receive your user ID shortly after submitting your application to us, please be patient. First, please be sure to check your bulk or junk mail folder. Depending on your email program, our email may have been filtered out. Also, it is possible that we may be experiencing technical difficulties and kindly ask that you allow us one business day to troubleshoot and address those technical issues. If after you still have not received an email with your user ID, please contact us at custserv@silvexonline.com
- Once I have registered as a member, how do I enter the website?
Click on Members Login tab on the homepage. You will need to have your user ID and password to gain access to the website.
- Can I change my user ID?
Unfortunately, at this time, user IDs cannot be changed.
- Can I change my password?
Yes, you may change your password at anytime. Just log in and go to My Account. There you can change your password, update your account information and view your order history.
- What do I do if I forget my user ID and/or my password?
Go to the Members Login page and scroll down to Forgot your User ID or Password. Click on this text and enter the email address you originally registered with. You will receive an email message with your user ID and password.
- What do you do with my personal information?
We respect our customers’ privacy and guarantee all your personal information is secure and confidential. Please read our Privacy Policy for more information.
- What is the minimum for orders?
The minimum order amount is $300. For international orders, the minimum is $500.
- Why is there a minimum for orders?
We are a wholesaler and we strive to pass on significant savings to our members. Our competitive pricing requires that we set an order minimum, which is an industry standard in business-to-business transactions.
- How long does it take for orders to be processed and shipped out?
Generally, all of our orders are shipped within 2 business days. However, during the busy holiday season, it may take longer. Please submit your order early so that we can process your order in a timely manner.
- How will I know that my order has been received and is being processed?
Once you have placed an order, you will receive an email acknowledging your order has been received and is being processed. For further convenience, once your order has shipped, we will contact you by email with tracking information.
- How can I check the status of my order?
Just log into your account and click on the My Account tab on the homepage. Scroll down to see your order history. There you can find your order number, order status, order date, shipping date, tracking number, backorder status and order details.
- Why are the prices on the site different from the prices on my invoice?
All gram item prices are based on the Daily Silver Price. Therefore, depending on your order, the prices are subject to vary due to the market. All weights are approximate and may fluctuate within a minimum percentage. All other pieces are priced competitively by factoring in cost of materials and labor.
- Why do you have different price levels?
Although we already offer low prices, we set up 4 pricing levels to give additional discounts based on the volume and total merchandise purchased. Depending on your order, you are automatically assigned to the corresponding pricing level with the discounted prices. Once you are assigned a price level, you will continue enjoying the benefits of this pricing level, regardless of smaller orders in the future.
However, if you return to the site and make another purchase which is larger then your previous order that would qualify you for the next price level. This change in price level will take effect as soon as your order amount fulfills the requirement for the next price level. Therefore, the more you purchase, the greater the savings.
Silvexonline.com has the reserves the right to re-evaluate pricing levels every year.
- What are your price levels?
Please refer to our chart below to review all of our price levels.
Price Level 1 (Purchase of $300 - $499)
Price Level 2 (Purchase of $500 - $1,999)
Price Level 3 (Purchase of $2,000 - $4,999)
Price Level 4 (Purchase of $5,000 - up)
- What are your shipping options?
We have 3 shipping options: Fed Ex Next Day, Fed Ex 2nd Day, Fed Ex 3rd Day. We also offer for California orders only UPS Ground. For international orders, we offer Fed Ex International and USPS Global Express. Please note shipping charges will apply.
- What are your shipping charges? Why can’t I see my shipping charges at checkout?
Similar to the product pricing, shipping charges are determined when orders are processed. Charges are based on shipping method, weight, destination and the value of the merchandise. To get an estimate of shipping charges, you may use our Shipping Rates Calculator.
- My shipping address is different than the billing address I registered with. Can I specify a different shipping address?
Yes, you may enter an alternate shipping address you wish to send your order to by entering it on the checkout page. However, please note that all first time orders will ship only to your billing address. This is for your protection against fraudulent orders. Once we have verified your account and address, we may ship to another address.
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- What types of payments do you accept?
We accept 3 payment options: credit card, bank wire and PayPal. However, all first time orders must be paid by credit card and all first time customers must submit the Credit Card Authorization Form.
- What types of credit cards do you accept?
We accept Visa, Master Card, and American Express.
- What types of payment methods are available for international orders?
At this time, PayPal and Bank Wire Transfer are the only payment methods available for international orders.
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- What is your return policy?
All returns are subject to approval by Silvexonline.com and must be made within 30 days with a copy of the original invoice. Prior to returning your order, you must call Silvexonline.com at 1-800-383-3116 or email us at custserv@silvexonline.com to obtain a Return Authorization Number. Please see our Store Policy for more information on returns.
- Will I receive a cash refund for my returned order?
No, Silvexonline.com does not offer cash refunds on any orders. If your order is authorized for a return, Silvexonline.com will gladly offer an exchange or store credit.
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- What is sterling silver?
When used in jewelry, silver is usually in the form of sterling silver. Sterling silver jewelry, by definition, is composed of 92.5% silver and 7.5% copper alloy.
- What does nickel-free mean?
Many times nickel, another hard metal known also as Ni, is placed between the coating and the silver because it facilitates the adherence and luster of the plating to the metal. When used in silver jewelry, this can cause irritation to those who are sensitive to nickel or have nickel allergies. For that reason, there is nickel-free jewelry available. Although, Silvexonline.com still carries some jewelry with nickel plating, 95% of our sterling silver jewelry is nickel-free and all of our nickel-free jewelry is clearly marked on the site.
- What is rhodium?
Rhodium is a hard, durable, silvery-white metallic element that is used to form high-temperature alloys with platinum and is plated on other metals to produce a durable corrosion-resistant coating. Sterling silver jewelry that is plated with rhodium is resistant to scratching, abrasion and corrosion. Sterling silver jewelry has a tendency to form tarnish rather quickly if exposed to harsh contaminants, such as sulfur and many others that are found all around us. Also, contact with skin oils, perfumes may discolor the silver, which requires frequent cleaning and polishing. Since rhodium plating is highly acid and chemical resistant, it will withstand contact. Consequently, sterling silver is an ideal candidate for rhodium plating. In addition, rhodium is also frequently used to give silver jewelry a beautiful finish.
To learn more about our products and product lines, please visit our Jewelry Info page.
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- Can I use the images and copy from Silvexonline.com for my Web site?
No, none of the content may be use without prior written permission from Silvexonline.com. To request use of content permission, please email your request to custserv@silvexonline.com
- Can I order a print catalog?
Silvex does not offer pre printed catalogs, however for your convenience we will be glad to print and send one with your first order. Email your request to custserv@silvexonline.com and include your order number.
- Do I need a Resale Number?
If you are in the state of California, yes, you must provide us with a Resale Number issued by the California Board of Equalization.
- I keep seeing a lot of abbreviations on the site, what do they mean?
PR - Pair (Pair of earrings)
PC - Piece (For items sold by piece)
ST - Set (For items sold by set)
AST - Assorted (For items sold by assorted variety)
GR - Gram (For items sold by gram)
NA - Not Available (No unit of measure designator such as size, color or length)
OS - Out of Stock
- I still have questions; where do I go for answers?
If you still have a question, you can email us your question at custserv@silvexonline.com
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