Gold Stackers - Ph 1300 618 363

Frequently Asked Questions

General


Q: How do I order from Gold Stackers?

A: You can either order online, or come in store. We don’t currently accept phone or email orders.


Q: How do I know if you have an item on hand?

A: Contact us on 1300 618 363 and we can check our stock levels for you.


Q: A product I ordered is on backorder. What does this mean?

A: Backorder means that your product needs to be ordered in from our supplier, and we don’t currently have any on hand. This can generally take between 2-4 weeks. Longer periods may apply during a particularly busy time.


Q: How many grams are in a troy ounce?

A: 31.103 grams to a troy ounce.


Q: How many troy ounces are in one kilogram?

A: 32.151 troy ounces in one kilogram.


Q: What is the difference between spot price and your retail price?

A: The spot price is the current market price. All of our prices move up and down throughout the day with the spot price. The retail price includes premiums and wholesale costs associated with sourcing the products.


Q: How often do the prices update on your website?

A: The website updates pricing approximately every 5 minutes.


Q: When will the price lock in?

A: The price will lock in at the time you checkout your order online.


Q: What is the difference between a cast and minted bar?

A: Different production methods are the main point of difference between a cast and minted bar. Cast bars are poured into a mould. These are then stamped when semi-cooled, which means that cast bars are generally not identical and may feature minor imperfections. Minted bars are struck with dies to produce identical bars.

Selling to Gold Stackers


Q: What can I sell back to Gold Stackers?

A: We buy back gold and silver bullion products such as coins, round and bars. We do not purchase any scrap metal or jewellery at this time.


Q: What are the prices if I sell back to you?

A: We buy back gold and silver bullion items based on the the weight & purity of the metal. We do not charge any fees or commissions. Please call our office for our current buyback rates, as they may change in response to market conditions.

We always test and weigh your items before we purchase to ensure authenticity.

Q: Do I need to provide ID when I sell to Gold Stackers?

A: Yes, we require a valid government issued photo ID such as either a drivers license or passport. We will take a copy of this when you come into our office.


Delivery & Shipping


Q: How do I estimate shipping costs?

A: A shipping estimate is available in your shopping cart. Simply enter your state and postcode to receive your estimate.


Q: Is my delivery covered by insurance?

A: Yes, insurance is free up to $25,000. Please contact us for larger orders to discuss your options.


Q: Do you ship internationally?

A: No, we currently only ship within Australia.


Q: I selected the wrong shipping option. Can I change this?

A: Please email sales@goldstackers.com.au and explain which shipping option you would like instead. If any additional costs are required we will email an updated invoice for payment.

Online accounts


Q: How do I open an online account?

Opening an online account is quick and easy, simply follow these steps:

  • 1. On the Gold Stackers website, select ‘my account’ or ‘log in’
  • 2. Click on the ‘create an account’ button
  • 3. Enter your name, email address and create a new password
  • 4. Done! You will need to enter additional information during the checkout process such as address, and phone number.

Q: What should I do if I forgot my password?

A: Select ‘forgot your password’ on the account login page. Enter your email and a temporary password will be sent to you.

Online Orders


Q: How do I place an online order?

A: To place an order, simply add the products you want to buy to your shopping cart. Select checkout and follow the prompts to complete the order.


Q: What will happen after I place an order online?

A: After you place an order online you will recive a series of emails from us:

  • 1. You will receive an email confirmation
  • 2. You will receive an invoice for payment, or a request to come in store for payment
  • 3. You will receive a payment confirmation once your payment has been received. This can take up to two working days to process.
  • 4. You will then receive either a ‘ready for pickup’ or ‘shipped’ email depending on the delivery option you selected.

Q: How do I pay for my online order?

A: Orders placed online can be paid using direct deposit. You will receive an invoice to your email shortly after you place your order. Payment is required within 1 business day of placing your order. If you live locally and would like to come in-store to pay, simply select this option during the checkout process.


Q: How do I check my order status?

A: Login to your online account. Your order will show under ‘recent orders’. Here you can view the status of your order. It will show as either received, paid, shipped, or cancelled.


Q: How can I change my account details?

A: Login to your account. Under ‘my account’ you can change your name, email, password, billing, and shipping address.


Q: Can I track my order once it has been sent?

A: Yes, we will send a tracking number in an email once your order has been shipped.


Q: Can someone else collect my order for me?

A: Yes, send us an email to sales@goldstackers.com.au from the email connected with your account. Include your order number, the name and date of birth of the person you authorise to pick up your order.

Order changes


Q: How do I change or cancel an order?

A: Either email sales@goldstackers.com.au or phone us on 1300 618 363. Please see our market loss policy here

Purchasing at our Melbourne office


Q: Can I purchase from your Melbourne office?

A: Yes! You are more than welcome to visit us at our Melbourne office. We have a retail bullion counter and a private customer lounge. Our friendly staff will be here to help you with your purchase requirements.


Q: Can I see the products I want to purchase in your Melbourne office?

A: Generally not, due to time constraints of bringing different items out to show, and security considerations. We have a small display case, however we have many more products available than those displayed.


Q: What in-store payment methods do you have?

A: In store we offer three payment methods:

  • 1. Cash
  • 2. EFTPOS (Cheque or savings accounts) up to your daily transaction limit, which is generally $1000. You can change this limit by contacting or visiting your bank.
  • 3. Credit Card (with identification). Surcharges apply.

Q: What are your ID requirements?

A: Please see our ID requirements in detail here.


Q: What are your opening hours?

A: Our online store is open 24/7 365 days a year!
Our Melbourne office is open 9am-4pm, Monday to Friday. We are closed weekends and public holidays.


Q: Where are you located?

A: We are centrally located in the Melbourne CBD. Our address is Suite 805/Level 8, 227 Collins Street. The building is called ‘Wales Corner’ which is on the corner of Collins and Swanston Street.


Q: What is the closest public transport to your office?

A: The closest train station to us is Flinders Street Station. There are multiple trams that stop right outside our building on both Collins and Swanston Street. A taxi rank is available nearby on Collins Street.


Q: Where is the best parking for your Melbourne office?

A: The closest car parking is the City Square car park, opposite our building on Swanson St, underneath the Westin Hotel, with entry from Flinders Lane.


Q: What can I expect when I come to your Melbourne office?

A: When you arrive one of our friendly staff members will endeavour to help you as soon as possible. It’s a good idea to have a look at our website before you come in so you have an idea of what you’re after!

Brands & Pricing


Q: Why are some products more expensive than others, even though they are the same weight?

A: Products carry different premiums depending on the brand. This is due to wholesale and other costs associated with bringing the bullion to our office in Melbourne.


Q: Do your products come with a certificate?

A: PAMP Suisse bullion products always come with a certificate. Other products generally do not, however they are always guaranteed for authenticity, weight and purity.

Storage


Q: What is “Hold for Shipping”?

A: Mini-allocated was a term Gold Stackers Australia previously used to describe stock being held for customers wishing to make multiple purchases over a period of time. We then combine these orders and post together, which saves on overall shipping costs.

We have updated this program to be called “Hold for Shipping” with a 60 day fair usage time limit. When purchasing stock, customer can choose to hold stock in our secure storage area, until providing instructions to ship, collect or store. After 60 days in “Hold for Shipping” we will contact you to provide the options to ship, collect or store your items.

Read more about “Hold for Storage” here.

Unallocated


Q: What is unallocated?

A: We define unallocated as “beneficial ownership of a specified weight of metal held on your behalf”. Essentially if you purchase an ounce of unallocated silver, we ensure that we hold a corresponding ounce of silver to match, on a 1 to 1 basis. View our range of unallocated here.


Q: How do I redeem my unallocated holdings for physical metal?

A: Order the products you would like as a normal purchase. After you have placed your order email us at sales@goldstackers.com to let us know you would like this to be a redemption.


Q: Can I sell my unallocated holdings back to Gold Stackers?

A: Yes! We buy back unallocated at spot during business hours. Simply email us at sales@goldstackers.com with your request, and we will process as soon as possible.

SMSF


Q: I need a statement and/or report related to my SMSF holdings or purchases.

A: For any statements or reporting requests please email us at sales@goldstackers.com.au and we will get back to you as soon as possible.

Gold Stackers (Aust) Operation Pty Ltd is a Melbourne-based bullion dealer (ABN: 83 616 329 581) shipping throughout Australia. Phone 1300 618 363.

Our goal is simple - providing easy access to investment grade precious metals with genuine service and honest prices.

We are an authorised Perth Mint distributor, and carry gold, silver and platinum products including Kangaroo, Kookaburra, Koala, Lunar and Platypus coins, and both cast and minted bars.