If you have a question about our products please feel free to contact us.
Q: Do you accept phone orders?
A: Sorry, we do not accept orders by phone. We encourage you to order through our secure website.
Q: Do you accept orders by mail?
A: We accept orders placed by mail and paid with a check or money order from a United States financial institution. To order by mail, please visit our website and place the items that you would like to purchase into the shopping cart. When you finish shopping, you can choose “pay by check” on the Checkout page. Print the order confirmation and mail it to us with your check made out to Rogue Mountain Gold. Our address will be printed on the invoice. All products will ship once we have received funds.
Q: How do I pay for my order?
A: You can pay with a credit card via our PCI-compliant payment gateway, Square. Alternatively, you can order by mail and pay with a personal check (See: Do you accept orders by mail? above)
Q: Do you accept purchase orders
A: Sorry, we do not accept purchase orders. We encourage you to order through our secure website.
Q: Where do you ship?
A: We ship to all 50 United States. Sorry, we do not ship internationally at this time.
Q: How do you ship your products?
A: We ship by United States Postal Service (USPS) to addresses within the 50 United States.
Q: Can I track my package?
A: Shortly after your order leaves our office, you will receive a shipping notification via email with a tracking number. You can visit the USPS website and enter the tracking number for delivery updates. If you do not receive, a tracking number in the shipping notification, please contact us and we will provide you with one.
Q: Must I give my email address and phone number?
A: Your phone number and email address are important for contacting you with questions about your order. Your email will be used to send you an order confirmation as well as a shipping notification with a tracking number for your order.
Q: How fast can I get my order?
A: We process orders Monday through Sunday. Orders placed through our website will ship the following business day. Orders received before noon (Pacific Time) on a business day will likely ship the same day. We do not ship on Sunday or U.S. Postal Service holidays. Shipping times are subject to standard USPS operations.
Q: Will I have to wait for things to be back ordered?
A: All products are in stock and ready for prompt shipment. If we encounter any problem while filling your order we will contact you promptly via phone and/or email.
Q: Can I cancel my order?
A: If you cancel your order and the product has not been shipped we will refund your money. HOWEVER, if the item was shipped before you canceled the purchase, we ask that you complete the Return Request form and ship it back to us, and we will refund the cost of the item, minus the shipping cost.
Q: Can I return an item I bought for a refund?
A: We accept returns of NON-GOLD-CONTAINING items if the merchandise is sent back unused and in brand-new, resellable condition within 30 days. If you no longer want the item we ask that you complete the Return Request form within a couple days of receiving it so we can give you instructions for return shipping. When we receive your returned item, we will issue a refund to the credit card used for the retail amount of the item minus a 5% restocking fee. We do not refund shipping costs.
For orders containing GOLD, such as PAYDIRT, we will accept returns and issue a refund if the package is unopened, in brand-new, resellable condition, AND the Return Request form is completed within 2 days of delivery. Because of the changing market price of gold, WE WILL NOT REFUND Gold Nuggets. When buying a gold nugget from us please read the description closely. We do our best to describe the nugget so there is no doubt you are receiving a piece of gold with no surprises in its shape, dimensions, and weight. Our photographs of each gold piece are done under bright light and can look a little differently under low light conditions. As long as you read the description and examine the photo we see no reason why you will not be satisfied.
Items purchased between November 15 and December 25 may be returned, after the new year, but they must be postmarked by January 15. We also ask that you complete the Return Request form.
Q: What happens if my order is damaged?
A: If your order is damaged or defective upon arrival or defective, please, promptly complete a Return Request form so we may replace your item at no extra cost to you. The Return Request form has a place for a detailed description of the item defect as well as the option to upload photos (recommended) of the issue.