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Frequently Asked Questions

If you are having any difficulties with this website or the online store, see if any of the answers below resolves your issue. If not, please contact Roseco customer service for assistance at (800) 527-4490 or locally at (972) 991-9731 (Dallas, TX).


New Account Registrations

Q: I used to order on the old Roseco store site (before 2014). How come I can't log into the new site?

A: The new Roseco online store uses a completely different system than the old store. Your old login information will not work on the new site, so you must register again on the new site.

Q: How do I create an account to shop online at Roseco?

A: If you are a new customer, you will need to establish a customer account by filling out the appropriate new customer forms. After we receive and verify your information, we will contact you with your new Roseco account number. Once you receive this number, you can then register for an online shopping account. After you finish your online registration, allow up to one business day for us to verify and sync your Roseco account to your online shopping account.

Q: I registered for an online shopping account, and the webpage shows I'm logged in immediately after completing my registration. Does this mean I'm set up and ready to shop?

A: Yes and no. Once you have successfully filled out the registration form and created your online login, you are given "Retail Access" that allows you to immediately shop for tools, supplies, and equipment (i.e., retail priced items). You will not be able to view pricing or add to your shopping cart any wholesale items (i.e., precious metals) until we verify and sync your Roseco account to your online shopping account. If you are eligible, you will be upgraded to "Full Access" to purchase wholesale items. Please allow up to one business day for this to occur, or you can contact customer service for assistance.

Q: How do I know which access level I currently have?

You can look at the top left corner of the screen to see your name and access level. Go to your user account page get more information on your current access level. Access levels determine whether or not you can view pricing and/or purchase wholesale items, such as precious metals.

Q: Why do I need to wait for the my Roseco account and my online account to be synced?

A: Our online store shows all precious metals items at wholesale prices (i.e., jeweler's cost), which can vary based on each customer account setup. Also, since we sell strictly to the jewelry trade industry, we need some time to verify accounts. It is a measure to help us better service and protect the interests of our customer base.

Q: It has been a couple business days since I registered for my online account, or I am told by customer service that my online account is synced. I have been logged in, but I still cannot view pricing or add to my shopping cart any precious metals items. Why not?

A: If you are set up as a tools-only account, then you will not see pricing on precious metals items. If your Roseco account is set up to purchase precious metal items, and your access level is still set to "Retail Access", log out, clear your browser's cache, and log back in. Please note that some products require you to selection certain options (like a metal quality and then a stone size) before pricing can be shown. If you are still having trouble, contact Roseco customer service for assistance.

Updating Your Customer Account

Q: I can't seem to change my account information, like my phone number, email address, and/or street address. How do I update it?

A: For security reasons, once Roseco verifies your account information, it is locked down online to prevent such changes. If you need any information changed or updated, please contact Roseco customer service for assistance.

Q: I need my order shipped to a different location, but I can't add another shipping address. How do I add a new address?

A: For security reasons, once Roseco verifies your account information, it is locked down online to prevent such changes. If you need any information changed, please contact Roseco customer service for assistance. We can then change or add any additional shipping locations for you to choose from on future orders.

Q: I can't remember my password or my login email address. How can I find it?

A: If you lost your password, you can request a new password by entering your login email address. If you don't remember your login email address, please contact Roseco customer service for assistance.

Q: I need the email address changed on my account. The current one is no longer valid or is unused now. How do I do this?

A: Do not register a new account because you will lose any order history that was tied the original email address. Instead, please contact Roseco customer service for assistance, and we can update your email address.

Q: I used to be able to see pricing and purchase wholesale items, but now I can't. What happened?

A: If your account has no order activity in over a year, it goes into "inactive" status, which could toggle your account back to "Retail Access" until we get updated business information. The same situation can occur if your resale tax number on file becomes inactive or invalid. Please contact Roseco customer service for assistance.

Online Ordering Issues

Q: How do I cancel an order I placed online?

A: Please contact Roseco customer service with your order number to cancel your entire order or any item(s) off your order. Please note that most orders placed online are processed and shipped out the same business day.

Q: I just placed an order online, but I realized I forgot to order something. How can I add onto my order?

A: Simply place another online order, but before you checkout, look at the bottom of your shopping cart page. Check the order option called, "This is an add-on order to an order placed earlier today." Please note that most orders placed online are processed and shipped out the same business day, so we will attempt to combine add-ons placed before 4:00pm Central Time to the rest of your order. After that, add-on items may be sent out as separate orders.

Q: I just placed an order over the phone, but I realized I forgot to order something. Can I add onto my phone order via an online order?

A: Absolutely, see the instructions in the Q&A block above. To help us track your order more efficiently, please also include in the order notes that you called in your previous order. On the flip side, you are welcome to call Roseco customer service to place add-ons to an online order, too.

Q: Am I going to be charged an extra or separate shipping fee for an add-on order?

A: We try to combine all your orders that are placed on the same day before 4:00pm Central Time into one package to help you save on shipping costs. Orders placed after the cut-off time may be invoiced and shipped separately and/or delayed until the next business day. Keep in mind that large, bulky, or heavy equipment may need to be shipped separately.

Q: How accurate are these prices in your online store?

A: Our online store does not operate in real time. All prices shown may reflect the previous day's metal markets (more info here), but your order will be priced on the day it is invoiced. The prices shown online are only estimates, especially on weight-controlled items. If you need more accurate pricing, please contact Roseco customer service for a quote.

Q: Some of the items I want to purchase are marked "special order" or "made to order" only. How can I see pricing and/or order these items?

A: Because of the high metal markets and other factors that can affect pricing, we only stock the most popular items, but we do offer many more items as special order or made to order. They are visible online for you to see what is available to order, but you will need to call customer service to get pricing or order these items. That way, we can contact the manufacturer if necessary to get you the most accurate pricing and delivery estimates.

Q: I see my order totals and such when I check out. How accurate are the shipping fees and taxes?

A: Because the store does not operate in real time, any applicable taxes are calculated upon invoicing. The same applies to the shipping cost. The online store offers various shipping estimates based on a 1-pound package, but your actual shipping cost will be based on the actual weight of the package and shipping destination upon invoicing. If you need an exact order total, please contact Roseco customer service with your order number for assistance.

Q: Do you still offer freebies on qualifying web orders like on the old store site?

A: Yes, freebies are still available. If your order is over $75, you can add a freebie to your order as a thank you gift from Roseco! The freebies box is only accessible from the shopping cart page.

Q: I just placed my order. When can I expect my order to arrive to me?

A: In general, orders of in-stock items placed by 4:30pm Central Time are processed and shipped the same business day. There may be delays in processing if we have to contact you about product inventory, account issues, or payment issues. Once processed, your order is shipped via the method you selected: Next-Day Air, 2-Day Air, or Ground. Please refer to our shipping information page for more information and estimated ground transit times.

Q: I need to return items from my order. How do I make a return? Do I need a return authorization (RA) number?

A: Please refer to our returns policy page for more information about returns.

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