FAQs
How are items priced?
Precious metals are priced according to market prices at the time of your order. Other product pricing depends on our suppliers, minimum order quantities, and (rarely) special shipping costs. All prices are subject to change without notice, including website listing errors.
When will my order be ready?
We do our best to process internet orders placed Monday thru Friday within 48 hours. Orders placed over the weekend (or on holidays) will be processed the following business day. All prices for shipping displayed on this website are ESTIMATES only – actual shipping costs are not available until we pack and weigh your order. We send tracking information every time we ship, so you can contact the USPS or UPS directly. Will Call orders take at least an hour to prepare for pick-up, especially if the order includes metal. We try to prioritize Will Call orders, but orders placed online before 9am MST, may not be ready by 10am if traffic in the store is high.
When and how will I be charged?
Internet orders require a minimum of $20 to cover fees and processing. Your credit card will be processed through our Third-Party Vendor and you will receive a message that your order is On Hold. Charges will not be applied to your card until your order has been packed and weighed for shipping. If your card is declined, you will be notified by e-mail or telephone and every effort will be made to process your card within one week from the date of your order. Unresolved orders will be returned to stock after one week.
Why is there a “Pre-Authorization” on my Internet order?
When you buy precious metals we estimate their weight. Because of this, we pre-authorize your card for 10% more than the calculated total. Once we know the final weight of the metals, we adjust the amount of that line item so what you actually pay is based on the measured weight. The final charge applied to your card is made after we cut/weigh the metal.
The 10% variance also helps if you decide to add to your order, or if shipping is higher than estimated. We use a secure third-party for processing and cannot access your credit card, or bill more than what is pre-authorized. Most of the time (~98%), the variance is not applied to your credit card.
What if an item I order is out of stock?
If an item(s) you order is out of stock we will backorder the item(s). Every effort will be made to ship this item within 30 days from the date of your original order. Your credit card will not be charged for the purchase price of the backordered item(s) until they are shipped. If the item is not available in 30 days we will contact you with the option of keeping or canceling your backorder. You may also cancel your backorder at anytime. Backorders are currently not available for international orders.
What is your return policy?
Returned items must be received within 30 days of original purchase. A restocking fee of 10% will be charged for items returned without cause or refused or unclaimed packages (plus shipping). If any part of your merchandise was damaged in shipping we must be notified within 7 days of receipt of the order.
If you need to return an item please use the following procedure:
- Call the SFJS Orders Department to discuss your issue (800-659-3835). We may pay your return shipping cost, depending on the problem.
- Tell us how we can fix your problem, e.g., would you like a refund, an exchange, or store credit?
- Use adequate packing material and make sure the package is properly sealed. If we send you a return label, apply it, and send the package back to us. If you are responsible for shipping, please make sure you also insure the contents.
- Include a copy of your invoice in the package. A brief description of the problem helps.
- Address the package: SFJS, ATTN: Returns, 3200 Mercantile Ct., Santa Fe, NM 87507
- Please notify us of shipment and tracking information. If you do not hear from us in 7 business days, please call us at: 1-800-659-3835.
What is your privacy policy?
It is our policy never to sell your personal information to anyone. We collect your name, address, telephone number, and e-mail address when you order, so we can send you shipping/tracking info, or let you know of any problems with your order. When you enter our online shopping area a cookie will be placed on your browser that allows us to recognize you. We use this cookie to provide you the best service we can. Turning cookies off may interfere with our shopping area.
How secure is your website?
We use state-of-the-art SSL security on our shopping cart. Once you enter the “Check Out” area of our cart you are transferred to our SSL Secure server. This means that all information passed between our server and your browser can only be read by either our server or your browser. When you enter the “Check Out” area you may receive a prompt telling you our certificate is not issued by a recognized certificate authority if you are using certain Internet Explorer versions. This simply means that the signing authority we used to obtain our certificate was not included in the list of signers for IE 5.0. No third-party will have access to any of your personal information while in transit. To ensure that you are indeed in a secure area, look for the little yellow lock displayed by your browser when you are in our secure area.
What if I need to order a hazardous chemical for shipment?
The Department of Transportation regulations require special procedures for shipping chemicals used in the jewelry industry. These regulations effect packing, labeling, volume and the cost of shipping these chemicals. There can be substantial shipping surcharges involved depending on the item and the volume shipped. Products that fall into this category are indicated at the bottom of their pricing table. Please call for a quote on the actual surcharge.
Do you sell gift certificates?
Gift certificates are available for any special occasion. You can order GC’s directly on our website in the denomination you choose, or please call us for assistance at 1-800-659-3835.
