Frequently Asked Questions

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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 know the products are authentic?

Stauer provides a manufacturer warranties with all of our products, 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. Feel free to: Review our A+ BBB Rating, Read Recent Customer Feedback, View our Consumer Affairs Rating and Feedback.
What are your customer service hours?
Monday through Friday, 8:00 am to 6:00 pm (Central Time)
How do I become a Platinum Member and receive $200 in future discounts?

We’ll be honest, the Stauer Platinum Membership 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 Members. Join if you want to save money TODAY at checkout. And finally, become a member only if you’d like $200 in Discounts* in your mailbox.

There is no obligation to buy and you may cancel anytime. Becoming a member is easy. Simply go to this page: Stauer.com/membership, and click on “Add Membership to Cart.” The 12-month membership fee of $99 will be added to your order. After processing your application, we will ship your member packet and $200 in Discounts. To join, you may also call toll-free at 1-800-859-1843.

* Four (4) $50 Discount Codes. Discount code is valid for a single use either by phone or online at www.stauer.com. Limit one offer code 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 Memberships, or toward subsequent Platinum Memberships renewals. No adjustment on previous purchases. 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 valid for 90 days. We reserve the right to cancel an order due to unauthorized, altered or ineligible use of offer code and to modify or cancel this promotion due to system error or unforeseen problems. Offer code cannot be combined with any other offer (including but not limited to free gifts, BOGO (buy one get one), free shipping and any other discounts).

What are your shipping and handling charges?
Please visit our shipping information page for the latest rates here: Stauer.com/shipping
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?

When you shop with us, you never have to worry about credit card safety. We guarantee that every transaction you make with us will be safe and secure. Our website uses a secure processing server (Secure Sockets Layer, SSL) - an advanced encryption technology that is the industry standard for secure online e-commerce transactions. It encrypts all of your personal information, including credit card number, name, and address, so that it cannot be read as the information travels over the Internet.

This Website is PCI Compliant: PCI Compliance is offered by the PCI Security Standards Council providing standards documentation and support services for payment card data security. The Payment Card Industry Data Security Standard (PCI DSS) is a set of requirements designed to ensure that ALL companies that process, store or transmit credit card information maintain a secure environment.

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 contact us and provide 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 contact us as soon as possible to resolve.
Do you accept international orders?

We accept US (includes US Virgin Islands & Puerto Rico) orders as well as orders shipping to addresses in 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 1 to 2 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?
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 contact us and we will reply as soon as possible.
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 for shipments to Minnesota and Virginia addresses. Tax is also calculated on shipping and handling charges, as required by law.
What is your return policy?

The 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 to obtain your return authorization number. 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 contact us to obtain information on your return.

You may also track your return by going to www.stauer.com/returntrack and entering your order number.

How do I cancel my order?

Please contact us to cancel your order.

How can I update my address, telephone or e-mail information?

Please contact us to update your information.

How do I remove my name from your mailings?

Please contact us to change your preferences.

If you would like to opt-out of marketing emails from Stauer, please click the "unsubscribe" link at the bottom of your most recent email. We take your privacy seriously and will unusbscribe you immediately.

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 email 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 contact us to request a free catalog. Or simply go to Stauer.com/catalogrequest.asp to request a catalog online.
What if I forget my password?
If you have forgotten your password, simply go to Stauer.com/temppassword.asp and enter your email address. We will send you a temporary password to log in. You can then change your password to your own preferred password.
How do I ship to another person?
You may enter a different shipping address than your billing address during checkout. Please note that if you are a first-time customer, your billing and shipping address must match.
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 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).
What is 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