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FAQ

Frequently Asked Questions

Here are some of the most asked questions about our products and site.

1. How do I buy from you?

Since we are open only to the trade, we need your valid business information before we can give you any price quotes.  Please make sure to fill out the registration form on our website completely with valid business information.  For all California based businesses, we require your State Board of Equalization issued Resale Number.

2. How do I order your merchandise?

Once your registration is complete and your business entity is confirmed, you can place your order anytime.  Please send us the style code & the quantity you require by fax (213)627-1990 or email at email@incasgoldmine.com.  We will create a proforma invoice of your order and send it back to you for approval.  Please note that we do not ship out any merchandise until your confirmation of the proforma invoice.  Once we receive your confirmation, the order will ship out according to your shipping preference.

3. When will you ship my order?

Unless specified, we ship out all orders within 1 business day of receiving your proforma invoice confirmation.  Some exceptions apply. Please visit our Shipping Policy page for details.

4. When will I receive my order?

It depends on the shipping method selected but for packages destined for addresses within the USA, standard package will require 3 to 10 days to arrive. For 2 day and next day packages, please add 1 full business day preparation plus the days the courier will require to deliver the package. For example, please estimate up to 2 business days for next day shipping (1 days prep time + 1 day courier time). For international packages destined outside the USA, it is somewhat complicated. For details, please visit our Shipping Policy page and read the International Shipments section.

5. Do you deliver outside the USA?

The short answer is yes but international packages are complicated.  There are many factors to consider such as customs laws and import laws of the receiving country.  Due to the complex nature of international laws, we are not responsible for any international order mishaps.  For details, please visit our Shipping Policy page and read the International Shipments section.

6. Why do you require a signature for delivery?

Since we often send small precious things, our packages are always in danger of being lost or stolen. In order to prevent such mishaps, we require a signature release for all outgoing packages.  There will be no exceptions to the signature requirement rule.

7. I missed my delivery. What do I do?

You must contact the courier and schedule another delivery. You should have received a tracking number and the name of the courier by email.  If you require the tracking information, please contact us with your order number and we can send you the information again by email.  You can then contact the proper courier and reschedule delivery.

8. What is your return policy?

Our general return policy is 14 days from the invoice date.  Conditions & exceptions apply.  For details, please visit our Return Policy page.

9. How do I return my order?

First step is to send us a return authorization request.   Please do so by using our CONTACT US form. Please remember to include your invoice number as well as the style code of the item(s) you wish to return. Within 1 business day of receiving your request, we will reply by email with further instructions. For details, please visit our Return Policy page.

10. How will I receive credit for my return?

We do not refund your money for any reason.  Returns are processed only as exchanges or store credits.  As soon as we receive your return item, we will notify you by email.  If no exchange request was entered, all returns are credited to your account as store credit for future purchases.  Please be advised that store credits are valid for 1 year and expires to zero value on the 366th day from the return date.  We do not refund or reimburse for shipping or other incidentals.

11. Do you reimburse for shipping?

We are not responsible for any shipping fees and we do not reimburse for shipping.

12. How do I contact you?

Please use the CONTACT US form for all inquiries. If you have difficulty doing so, please send us an email to email@incasgoldmine.com. If you are compelled to call us, please call us Monday through Friday from 10:00AM to 4:00PM PST at (213)627-8916. Please be patient when calling us and expect some wait time.