FAQ

What is Stauer?
How do I register on the Stauer website?
How do I know the products are authentic?
How do I know you are a reputable company?
What are your customer service hours?
How do I join the Preferred Customer Club and receive 10% off my order?
What are your shipping and handling charges?
When will my credit card be charged for my order?
Is my credit card transaction safe?
Which types of payments do you accept?
How will I know if you received my order?
How do I request a product I don’t see on your website?
What should I do if I have a problem or question about my order or billing?
Do you accept international orders?
When and how will my order ship?
What do the "Order Status" statements mean?
Has my order shipped yet?
What is your policy regarding price changes, product availability and order quantities?
Do you charge sales tax?
What is your return policy?
Has my return been processed yet?
How do I cancel my order?
How can I update my address, telephone or e-mail information?
How do I remove my name from your mailings?
Will you sell my name to another company?
How can I get a catalog and keep updated on other new and special offers?
How do I sign in?
What if I forget my password?
I'm having problems with my user name/password.
How do I update my account?
How do I expedite shipping for the holidays?
How do I ship to another person?
Will you match a competitor’s price?
What about credit card fraud?
What is the Stauer 30-day Guarantee?
Do you have an affiliate or partnership program?
What are the terms of my Coupon?
Stauer's Independent Appraisal Value?
What do I do if I have a question not answered here?


What is Stauer?
Stauer provides products from watches and clocks to lamps and lighting; personal electronics to rare collectible treasures; you will be just a click away to the world’s most innovative products backed by the kind of personal service you don’t get anymore. Stauer delivers unparalleled quality, value and service. All this is available through our convenient and secure website, filled with products you want, but can’t find in stores. Unless you have “insider” connections, you might never have the chance to purchase these types of products and so affordably.

How do I register on the Stauer website?
It’s simple! Just click the LOG IN button and complete our easy log-in registration. As a Stauer customer, you can be contacted as much or as little as you prefer to inform you of products, information and trends in the area that we know you will want to learn about or simply visit our website frequently as our product lineup is always growing.

How do I know the products are authentic?
Stauer provides manufacturers’ warranties with all of our products, all backed by our 30-day, no questions asked guarantee of satisfaction. We can even offer extended warranties for some of our products to ensure your continued satisfaction and provide added confidence of years of service.

For you coin and sports collectible enthusiasts, Stauer provides a guarantee of genuiness for all of the collectible products we sell for the life of those products as long as they are in the hands of the original buyer. For autographed memorabilia, the majority of the products sold are bought from licensed manufacturers and the certificates of authenticity of these companies are included with the shipment. For other autographed products, we either witnesses the signings and provide supporting documentation or we will provide a third party authenticator's certificate with the product. The authenticator's chosen are the industry's leading experts. Thus, you can rest assured that product your purchase from Stauer has passed a rigorous authenticity process. We know of no other company in the collectibles field that provides such a guarantee.

How do I know you are a reputable company?
Stauer has been offering high quality products and unparalleled service since 1984. We are members of the following organizations: Better Business Bureau of Minnesota, Direct Marketing Association, American Numismatic Association, Industry Council of Tangible Assets, Inc., Midwest Direct Marketing Association, Telemarketing Manager’s Association.

What are your customer service hours?
Monday through Friday, 8:00 am to 6:00 pm (Central Time)

How do I join the Preferred Customer Club and receive 10% off my order, PLUS Get a $200 Bonus and FREE Gift?
We’ll be honest, the Stauer Platinum Club isn’t for everyone. You should only join if you’re serious about paying less for fine jewelry, vintage-styled watches and luxury gifts. Much less. Join only if you want access to incredible discounts, unbelievable FREE offers and exclusive opportunities that are reserved for Platinum Club members. Join if you want to save money TODAY at checkout. And finally, become a member only if you’d like to find a FREE gift and $200 in Gift Coupons* in your mailbox.

There is no obligation to buy and you may cancel anytime. Becoming a member is easy. Simply indicate below whether you prefer a Female or Male FREE gift and click on “Add Membership to Cart.” The 12-month membership fee of $99.00 will be added to your order. After processing your application, we will ship your gift and $200 in Gift Coupons. To join, simply call toll-free at 1-800-386-7185.

* Four (4) $50 Gift Coupon. Each Gift Coupon is valid for a single use either by phone or online at www.stauer.com. Limit one coupon per order. Void if copied, transferred, sold or where prohibited by law. Not valid on coins, gift certificates, previous purchases, repairs, toward the purchase of Platinum Club Memberships, or toward subsequent PCM renewals. Cash value .01. Not redeemable for cash, except where required by law. Cannot be redeemed for S&H charges. Customer pays applicable sales tax. Returns for exchange only. Offer expires on the date listed on the coupon (upper right corner). We reserve the right to cancel an order due to unauthorized, altered or ineligible use of coupon and to modify or cancel this promotion due to system error or unforeseen problems. Coupon cannot be combined with any other offer (including but not limited to free shipping, discounts) . Coupons do not apply to coins featured in catalogs or online.


What are your shipping and handling charges?
$0.00 -  $50.00 $12.95
$50.01 - $190.00 $19.95
$190.01 - $290.00 $24.95
$290.01 - $490.00 $29.95
$490.01 AND UP $34.95

Heavy or oversized items have additional shipping charges. Please call Customer Service toll-free (888) 201-7123, Monday through Friday, between 8:00 am and 6:00 pm (Central Time) for these charges. This amount is in addition to the delivery charges listed above. Large or heavy items can be delivered to street addresses in the continental United States only. Orders outside the continental U.S. are subject to additional Shipping and Handling charges.

Our shipping and handling charges cover all associated costs and services including labor, materials, packaging, carrier and processing costs.

When will my credit card be charged for my order?
We approve the card at the point of sale, but will not charge your credit card until we are ready to ship your product. As shipments may take a couple weeks or more, please do not use a credit card that will expire the next few weeks.

Is my credit card transaction safe?
We encrypt all credit card information to ensure every transaction is secure.

Which types of payments do you accept?
We accept VISA, MasterCard, American Express and Discover cards.

How will I know if you received my order?
An e-mail confirmation will automatically be generated and sent to you, confirming that we have received your order.

How do I request a product I don’t see on your website?
Simply e-mail us as much information about the product you are seeking and we will promptly follow-up with you with our findings. You can also contact your Personal Account Manager by phone and work directly with a specialist who can help you.

What should I do if I have a problem or question about my order or billing?
Please e-mail us at customerservice@stauer.com or call us toll-free at (888) 201-7123, Monday through Friday, 8:00 am to 6:00 pm (Central Time).

Do you accept international orders?
Approved Countries:

US (includes US Virgin Islands & Puerto Rico)
Canada

Regardless of prior buying history, items will not be shipped outside the approved country list.

When and how will my order ship?
Most orders are delivered within 2 to 4 weeks from date of order. You will be notified of any delay. Items ordered at the same time may not be shipped in the same box or, depending upon availability, on the same date. Personalized items may take an additional 3-5 business days to ship.

What do the "Order Status" statements mean?
STATUS ABBREVIATION

All Backordered: Some or All products on the order are not in stock.

Authorized for Return: Product/Order has been authorized for return

Automatic CC Authorization: Pending Status – Waiting for authorization.

Canceled/Deleted: The order was canceled.

Declined: Authorization was declined on the credit card.

Expedite Address Ver: Pending Status - Address verification with credit card company.

Exp Ord Ready Process: Expedited order waiting for order processing to run.

End of Program: (Continuity) The last level of the program has been processed and/or shipped.

Future Order: The order will be shipped on a designated future date.

Held for Mgr. Review: Pending status - Miscellaneous accounting approval.

Hold for Quote: Pending Status – Revised order details.

In Processing: Order is being processed

In Warehouse: Order is being prepared for shipment.

Order Out-of-Balance: Pending Status – Cash order, underpayment received. Balance due.

Partial Backordered: Some of the products on the order are not in stock. In stock items shipped.

Regular Address Ver: Address verification failed with the credit card company.

Reg. Order ready Process: Pending Status – Verifying inventory

Shipment Stopped: Unable to ship the order.

Shipped Complete: All products on the order have been shipped.

Shipped/Return: Order has been completely or partially returned.

To Drop Shipper: Order shipped by a third party distribution center.

Verifying: Pending Status – Waiting for authorization.

Waiting for Customer: Exchange order – Pending Status.

Has my order shipped yet?
Please e-mail us at customerservice@stauer.com, or call Customer Service toll-free at (888) 201-7123 Monday through Friday, 8:00 am to 6:00 pm (Central Time).

What is your policy regarding price changes, product availability and order quantities?
Prices and product availability are subject to change without notice. We reserve the right to limit quantities purchased.

Do you charge sales tax?
We are required to collect sales tax at a rate of 7.125% plus your local sales tax rate for Minnesota residents; 5.0% sales tax for Virginia residents. Tax is also calculated on shipping and handling charges.

What is your return policy?
Stauer Quality, Service and Value Guarantee: Examine your purchase in the privacy and convenience of your own home or workplace, knowing that it comes with a 30-day (unless otherwise stated) return privilege for a refund of the purchase price of any item(s) returned. (Excludes shipping, handling and insurance).

Return Policy: To return an item it must be sent in its original packaging, complete and in saleable condition. Products and or jewelry cannot be sized or altered. If the product has been sized or altered, the product will not be accepted for an exchange or return. Items purchased that included an additional bonus gift, both the original item, and the bonus gift must be returned to receive a refund, or exchange. If the product is not returned in its original packaging, a 20% restocking fee may apply. Stauer reserves the right to refuse credit, or exchange of any item returned incomplete, or in a non-saleable condition due to negligence, damage, and or abuse, and the customer will be notified. Personalized or engraved jewelry items may not be returned unless it is defective or not as ordered. All documents included with the product must be returned.

Return Procedures: If a return form was included with your order there is no need to contact Customer Service. Simply complete, and return the form with your order.

If a return form was not included with your order, a return authorization number is required. This number can be obtained from our Customer Service Department. You may contact us toll-free at 1-888-201-7123, Monday through Friday, 8:00am to 8:00pm, Central Standard Time. Packages returned without a return authorization number clearly marked on the outside of the package will not be accepted.

Return postage and insurance are your responsibility. Any return charges billed to us will be deducted from your refund.

Has my return been processed yet?
Please e-mail us at customerservice@stauer.com, or call Customer Service at (888) 201-7123 Monday through Friday, 8:00 am to 6:00 pm (Central Time).

How do I cancel my order?
Please e-mail us at customerservice@stauer.com, or call Customer Service at (888) 201-7123 Monday through Friday, 8:00 am to 6:00 pm (Central Time).

How can I update my address, telephone or e-mail information?
Please e-mail us at customerservice@stauer.com, or call Customer Service at (888) 201-7123 Monday through Friday, 8:00 am to 6:00 pm (Central Time).

How do I remove my name from your mailings?
Please e-mail us at
customerservice@stauer.com, or call Customer Service at (888) 201-7123 Monday through Friday, 8:00 am to 6:00 pm (Central Time).
Will you sell my name to another company?
If you shop through our catalog or via Stauer.com, we may share your name and mailing address (but not your e–mail address or telephone number) for external direct mail campaigns conducted by companies or organizations which offer products or services we believe may be of interest to our customers.

How can I get a catalog and keep updated on other new and special offers?
If you place an order, a catalog will be sent to you along with your order. Otherwise, please e-mail us your request at customerservice@stauer.com, or call Customer Service at (888) 201-7123 Monday through Friday, 8:00 am to 6:00 pm (Central Time).

How do I sign in?
To sign in from any page on the site click on the "Log In" button at the top of the page. This will bring up the screen that allows you to enter your email address and password to sign in.

To sign out click the "sign out" button at the top of each page. If you share your computer with other people, you may want to "sign out" before leaving your computer. This assures that no one else will be able to use your NextTen.com account.

What if I forget my password?
If you click on the "Log In" button this will bring up the screen that allows you to enter your email address and password to sign in. You must fill in the "Email Address" field so that our system can look up your account. Click the button at to the right of the screen that reads, "Email my Password." We will then email your password to your registered email address immediately.

I'm having problems with my user name/password.
User names (e-mail addresses) and passwords are case sensitive so make sure you enter them in the same upper and lower case manner in which you set up your original account. If the site gives you an error message when you enter the user name and/or password you should check your spelling carefully and if you continue to have difficulty you may try changing your usage of upper and lower case letters when you enter them. If you continue to have trouble please contact Stauer Customer Service at Toll-Free (888) 201-7123.

How do I update my account?
To update your account you must be signed in. From within the "Manage Account" area you may select "Update Profile" and from this screen you may alter all your account information including billing, shipping, credit card information and security settings.

How do I expedite shipping for the holidays?
Nearly all of our packages are shipped for 3 to 7 business-day delivery; some orders may take up to 10 days. Please note that a few large, heavy or factory-direct items will be shipped by truck.

In order to facilitate expedited shipping on your order, please call us at our toll-free number (800) 859-1843 to place your expedited order.

2-day Express Shipping—add an additional $15
Overnight Express Shipping—add an additional $25

How do I ship to another person?
From the shopping basket you use the pull-down menu titled "Ship To". Enter the address you wish to ship your order to.

Will you match a competitor’s price*?
Generally, yes. If you find an identical product elsewhere at a lower price, we’ll match it. And up to 30 days after purchase, we’ll refund any price difference. Proof of the offer is required, and this applies only to an identical U.S.-warranted product, in stock at the time of the offer.

*Due to the volatile gold and silver markets, this does not apply to coins featured in catalogs or online.


What about credit card fraud?
In the event of any fraudulent use of your credit card, we guarantee you will incur no financial penalty. Stauer will cover the first $50 of any loss, and your credit card company will cover the remainder. Stauer wants you to enjoy the convenience of shopping online without worry!

What is the Stauer 30-day Guarantee?
Examine your purchase in the privacy and convenience of your own home or workplace, knowing that it comes with a 30-day (unless otherwise stated) return privilege for a refund of the purchase price of any item(s) returned. (Excludes shipping, handling and insurance).

Do you have an affiliate or partnership program?
We selectively partner with other web sites to boost mutual business development and to enhance the shopping experience. In forming these partnerships, we strive to achieve increased success for our company and for our partners.

If you feel that your website could enhance our ability to acquire customers, and you would like to be considered for a partnership or affiliate relationship with Stauer, please visit Commission Junction and mention your interest in becoming a Stauer partner.

What are the terms of my Coupon?
* Coupons do not apply to coins featured in catalogs or online. ** Coupon is valid for a single use either by phone or online at www.stauer.com. Limit one coupon per order. Void if copied, transferred, sold or where prohibited by law. Not valid on coins, gift certificates, previous purchases, repairs, toward the purchase of Platinum Club Memberships, or toward subsequent PCM renewals. Cash value .01. Not redeemable for cash, except where required by law. Cannot be redeemed for S&H charges. Customer pays applicable sales tax. Returns for exchange only. Offer expires on the date listed on the coupon (upper right corner). We reserve the right to cancel an order due to unauthorized, altered or ineligible use of coupon and to modify or cancel this promotion due to system error or unforeseen problems. Coupon cannot be combined with any other offer (including but not limited to free shipping, discounts) .

Stauer's Independent Appraisal Value
From time to time we may make reference to an “appraised value” or “appraisal report” for select jewelry and watch products. This value has been determined by an actual certified appraisal performed by an independent professional appraiser and certified GIA gemologist, who is not affiliated in any way with Stauer or its affiliates. Please note that the appraised value is not the suggested retail value of an item, and Stauer makes no representation as to the insurance value of an appraised item. Rather, the art of providing jewelry appraisals is a subjective process and values on even the same item can vary based upon each individual examiner’s training and professional evaluation. Although Stauer cannot guarantee the accuracy of any data or information provided by any third –party companies, Stauer always attempts to use reputable and established gemologists and professional jewelers who have a past record of reliability and accuracy in their appraisals.


What do I do if I have a question not answered here?
If the above links do not answer your inquiries, please contact us using the information below: