General Questions:

Q: What if I have a question that isn’t covered here?
A: Our Customer Service Representatives will be able to assist you with any other question or concerns you may have. Please call them at 877.624.6295 or contact them via email at support@progoldnetwork.com

Q: Why should I trust the Pros at Pro Gold Network with my unwanted Gold, Silver, or Platinum?
A: We insure each package for up to $750US. Most companies insure for much less. You are shown your Settlement Offer before payment is sent to you, allowing you to refuse it and have your item(s) sent back to you. We offer a Thirty-Day Satisfaction Guarantee, where most companies offer only ten. Our settlement offer is non-negotiable. Some companies offer one amount and then, when the customer is dissatisfied, they offer a higher amount. We don’t operate that way. Without the trust and satisfaction of our customers, we couldn’t stay in business.

Q: Do you have a physical location I can bring my items to for appraisal?
A: No. Pro Gold Network is a refinery, not a retailer.

ProKit Questions:

Q: Is there any fee to receive a ProKit or to send in my items?
A: No. Pro Gold Network covers the cost of mailing the ProKit to you, via the United States Postal Service, as well as the Pre-Paid UPS label you’ll need to send your item(s) to us for appraisal.

Q: What if I don’t want to wait for the ProKit in the mail? Can I just use my own envelope/package?
A: We cannot accept packages mailed to us that do not have a Pre-Paid UPS label; such packages cannot be tracked through our system and are therefore not insured.

Q: What if my items are too big to fit in the ProKit envelope?
A: The ProKit envelope is large enough to fit numerous items of various sizes. If, however, you have something that just won’t fit, contact one of our Customer Service Representatives at 877.624.6295 and we’ll make arrangements with you.

Activation Questions:

Q: What is ProKit Activation?
A: ProKit Activation is necessary to insure your ProKit. Each ProKit contains a Pre-Paid UPS Label. ProKits requested via www.progoldnetwork.com are Activated automatically. We know that you intend to send in your items, and so we insure that particular UPS label number. If, however, you’ve received your ProKit via one of our trusted partners, our system does not know which UPS Label will be sent to us, and we have no way to insure the package.

Q: Why do I need to Activate my ProKit?
A: We use a Third-Party Insurer to insure each ProKit (UPS caps their insurance coverage for Precious Metal shipments at $100US.) Our contract with the Third-Party Insurer requires us to notify them of shipped packages in order for them to activate the insurance for the specific Pre-Paid UPS Label. Activated packages are insured. Your item is insured the moment the United Parcel Service scans it into their system as a valid tracking number received at one of its drop-off locations for delivery. (visit www.ups.com for a list of drop-off locations in your area)

ProTrack Questions:

Q: What do you mean by ProTrack?
A: ProTrack is the way for you to track your ProKit. From the moment United Parcel Service scans the ProKit Label into its system for delivery, the item can be tracked at www.progoldnetwork.com Simply key in the ProKit number (do not include any spaces or dashes) to see where the ProKit is at any moment along its journey. You’ll see it en route to us, when we sign for it, and, once the ProKit is physically in our care, the ProTrack system shows the ProKit as it moves through our internal processes.

Process Questions:

Q: How will I know when you receive my ProKit for appraisal?
A: When we receive your ProKit at our facility, we’ll send you an email to let you know it has arrived. Additionally, you can use your ProKit number to track your items at www.progoldnetwork.com at any time, which will show the ProKit’s location through the United Parcel Service site. (www.ups.com)

Q: How long does it take to prepare my settlement offer? How do I know it’s ready?
A: Most packages are received and sent for appraisal two or three days after they are delivered to us. The actual appraisal process varies for each ProKit because of numerous factors specific to each ProKit (the number of items, if they contain any stones, etc.) Once your ProKit has made its way through the appraisal process, we’ll send you another email to tell you that the settlement offer has been posted online for your review.

Q: How long does it take to get my settlement amount after I accept it?
A: If you accept your Settlement Offer with the help of a Customer Service Representative, the only payment option available to you will be a check. Checks are mailed within two days of Settlement Acceptance. If you accept your Settlement Offer online, you can request a check; again checks are mailed within two days of Settlement Acceptance. Online Acceptance also allows you to choose a Direct Deposit of the funds directly into your checking or savings account. Online Acceptance also allows the option of receiving your funds via PayPal.

Q: Why are there more options online for my Settlement Payment than over the phone with a Customer Service Representative?
A: In an effort to ensure your complete privacy, our Customer Service Representatives are not authorized to key in any of the personal, financial information of our customers. Our Secure Online System is set up for that.

What Do You Pay For Questions:

Q: What types of items will you accept for appraisal?
A: Generally we accept ALL Gold, Silver, or Platinum items. A sample list would include: Anklets, Bangles, Bracelets, Brooches, Charms, Clasps, Class Rings, Cufflinks, Earrings, Engagement Rings, Lockets, Medals, Necklaces, Pendants, Pins, Rings, Watches and Wedding Bands. We also gladly accept Coins, Collectibles, Gold Dental Scrap, Gold Solder, Gold Wire, and Silver Flatware.

Q: What types of items will you not accept for appraisal?
A: We do not accept stolen items, pearls, gold plated or costume jewelry. (Gold Plated means something different than Gold Over Silver. We accept Gold Over Silver items but value them as Silver.)

Q: What is Gold Over Silver? How is it appraised?
A: Gold Over Silver is an industry designation for Silver merchandise that has been plated in Gold. During the refining process, the little gold that exists will be all but destroyed in separating it. For this reason, Gold Over Silver items are appraised as if they were simply Silver items, since the weight of the item derives almost entirely from the silver content.

Q: Does the condition of the items matter? Can I send in broken, bent, or kinked items?
A: Since your settlement offer is based on the weight of the item(s) their condition is not important. Remember, our goal at Pro Gold Network is to offer you a competitive price for your item(s), knowing that after the Thirty-Day Satisfaction Guarantee, the items will be sent through the refining process and melted down.

Q: Can I get a Settlement Offer over the phone before I send in my item(s)?
A: Without physically testing the item(s) there is no way for us to determine a value for any item(s).

Q: Do you pay for Diamonds or Gemstones?
A: We do not pay for either Diamonds or Gemstones. They are often time consuming and difficult to remove without the risk of damage to the item. If we were to remove it and you decided to not sell the item, it would be difficult to replace the Diamond or Gemstone. If you have a piece that contains precious or semi-precious stones, we suggest you take the item to a jeweler and have the stone(s) appraised. Then, if you choose, you can have it (them) removed before you send us the item. We will not remove, and cannot return, any stones. Our appraisal department uses industry accepted guidelines for measuring the size of various stones to determine a general weight, which is then deducted from the overall weight of the item. This new weight, the actual metal weight, is used to determine your settlement offer.

Q: How do I know if my item(s) are Gold, Silver, or Platinum?
A: You can usually tell by looking for stamps within the interior of most pieces. Look for stamps like 8K, 8KT, 9K, 9KT, 10K, 10KT, 14K, 14KT, 18K, 18KT, 20K, 20KT, 24K, 24KT. Since Pure Gold is 24K, the other karat purities are sometimes stamped with their percentage of pure gold; ie 10K may be stamped as 416, 14K may be stamped as 585, 18K may be stamped as 750. Sterling Silver items are stamped with SILVER, STERLING, SS or 925 (the purity percentage against pure silver).

Q: What does the stamp 1/10GF mean?
A: The item is Gold-Filled and contains very little precious metal value.

Q: What if there are no stamps or markings?
A: You can still send your item(s) in to be appraised. Our non-destructive, electronic testing methods will determine the precious metal content. If it’s not a precious metal, a Customer Service Representative will contact you to determine if you would like the item(s) returned.

Q: I bought a 14K Gold Ring and my Settlement Offer was for 12K. Why is that?
A: This is uncommon, but possible. While some items may be labeled a certain karat quality, karat measurements are actually fractional representations of the pure gold mixed with various other alloys. Because of this the retailer may mark an item as 14K, but in reality it’s really closer to 12K.

Q: How much gold jewelry equals an ounce of gold?
A: Because gold content is measured in karats (the percentage of pure gold to other alloys added to harden the item) the amount needed varies by karat. It takes 2.400 ounces of 10K, 1.714 ounces of 14K, 1.333 ounces of 18K, or 1.091 ounces of 22K.

Settlement Questions:

Q: How long does it take to receive my Settlement Offer once I’ve accepted it?
A: Payment is generally remitted within Two Business Days. If you’ve requested a check, please allow sufficient time for the United States Postal Service to complete delivery.

Q: What if I don’t respond to the Settlement Offer email?
A: If you do not accept or decline your Settlement Offer either online at www.progoldnetwork.com or by speaking with a Customer Service Representative at 877.624.6295 within four days, we will issue a check in the amount of the Settlement Offer. Remember, you still have time to invoke the Thirty-Day Satisfaction Guarantee.

Q: What if I’m not satisfied with the amount that I’ve been offered?
A: If you are dissatisfied with the amount of your Settlement Offer, you can decline it, and we will send your item(s) back to you, at our expense.

Q: If I’m dissatisfied with the amount, is there some way it can be increased?
A: No. The Settlement Offer is final when posted. You can choose to accept or decline it. Some others companies like to offer one amount, and then if the customer is dissatisfied, they try to increase it a little bit to meet the customer’s expectations. We find such tactics distasteful. We refuse to play games with your trust.

Q: The Settlement Offer is a lot less than what I paid for the item. Why is that?
A: We are paying for just the raw metal. Keep in mind that any item purchased in a Retail setting has additional costs associated that have been added to the purchase price. The manufacturer had to pay someone to design, mold, cast, set any stones, size, polish and sell the item to a retailer, in addition to the normal costs of business: rent, phones, etc. In turn, the retail store has its own costs to cover: employee salaries, rent, utilities, advertising.

Q: What happens if I change my mind after I’ve received my Settlement Offer?
A: If you change your mind within the period of the Thirty-Day Satisfaction Guarantee, simply contact one of our Customer Service Representatives at 877.624.6295 to invoke the Guarantee. They’ll be able to help you with specific answers based on your specific situation. For instance, if you received your Settlement Offer via Check, the process is different than if you received your funds via PayPal. Unfortunately, if you change your mind outside of the period of the Thirty-Day Satisfaction Guarantee, the items are non-returnable, as they will have already been sent through the refining process and melted down.

Appraisal Questions:

Q: What value do you use to determine my Settlement Offer?
A: We use the Industry Standard 2nd London Fixed Price. Precious metals are traded throughout the world on various exchanges. The 2nd London Fixed Price is the second rate listed on a given day, or the afternoon rate, to coincide with trading taking place in New York.

Q: How accurate is your appraisal process?
A: We use non-destructive, electronic testing methods to determine the precious metal content of your item(s). There are other methods of testing, but most of them require minimal damage to the piece. Since the items are yours until you’ve accepted the Settlement Offer (and the Thirty-Day Satisfaction Guarantee has expired), we take every reasonable precaution to ensure their safety.

Q: How is the purity of Gold measured?
A: Pure Gold is mixed with other non-precious metals to make it more durable for jewelry. Pure Gold (24K) is weak and easily bends or breaks with normal wear. 14K gold jewelry is about 58% pure; meaning the other 42% is made up of other alloys. (10K is 41% pure; 18K is 75% pure.) Most Gold Jewelry sold in retail outlets throughout the United States is sold in 18K, 14K, or 10K purity.

Q: What is the difference between Pure Silver and Sterling Silver?
A: Pure Silver is mixed with other non-precious metals to make it more durable for jewelry. The metal is then referred to as Sterling Sliver. Pure Silver is 99% pure. Sterling Silver is 92.5% pure; meaning the other 7.5% is made up of other alloys. Most Silver items sold in the United States, Jewelry or Flatware, are Sterling Silver. Sterling Silver items are normally stamped with 925.

Insurance Questions:

Q: Why do you use a Third-Party insurer?
A: It is an uncomfortable reality that loss or damage sometimes happens. United Parcel Service, our preferred shipping solution, caps the insurance limit for Precious Metal Deliveries at $100US. Since most of the items we receive are worth more than that, we’ve partnered with a Third-Party Insurer to ensure that your items are properly protected in the unfortunate occurrence of a lost or damaged package.

Q: When does the insurance coverage on my item(s) start?
A: Activated ProKits are insured once the ProKit number appears in the United Parcel Service system. We recommend that you obtain a physical receipt from UPS when you drop off the item.

Q: If my item(s) suffer damage or loss, what then?
A: We will contact our Third-Party Insurer and open a claim for the package. They will investigate to try to locate the package or, if it has suffered damage, to try to explain how the damage occurred. During their investigation, they may contact you for a more detailed description of the item(s).

Q: What if I disagree with the findings of the insurer?
A: Their findings are binding.

Our Thirty-Day Satisfaction Guarantee Questions:

Q: What exactly is the Thirty-Day Satisfaction Guarantee?
A: Pro Gold Network wants you to be satisfied with both your Settlement Payment and in any of your dealings with us. Each seller has Thirty days from the Settlement Posting Date of the ProKit to return the Settlement Payment and request a return of the item(s) in the ProKit.

Q: What date is used as the start date of the Thirty-Day Satisfaction Guarantee?
A: We use the Settlement Posting date as the start date. We feel that Thirty Days is a reasonable length of time for you to change your mind about selling us your unwanted Gold, Silver, or Platinum items.

Q: How do I invoke the Thirty-Day Satisfaction Guarantee?
A: If for any reason you decide to change your mind after accepting your settlement offer, please contact our Customer Service Representatives at 877.624.6295. They can walk you through the simple process.

Q: If I invoke the Thirty-Day Satisfaction Guarantee, do I need to pay for the price of shipping my items back to me?
A: No. We want you to be completely satisfied in all your dealings with us. We cover the cost. The only costs you’ll incur invoking the Thirty-Day Satisfaction Guarantee are the postage to return your settlement monies back to us and any additional charges based on the original payment option. (Direct Deposit and PayPal customers are responsible for the charges associated with these payment options.)

Q: How long do I have to wait after invoking the Thirty-Day Satisfaction Guarantee before I’ll have my item(s) back?
A: The length of time varies depending on how you received your Settlement Offer. Once we receive the monies back and our bank verifies them (which unfortunately can take up to two weeks), we will have your item(s) back in the mail to you in two or three days, via the United States Postal Service, which generally takes two or three days for contiguous United States deliveries. Please be assured that during the bank verification, your item(s) is (are) not in any danger of being melted down.