Customer Services

Frequently Asked Questions

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Location:

Southwest Bullion, Inc
15115 Westhiemer Rd, Suite R
Houston Texas 77082, US

Phone: 281.531.7760
Email: cs@southwestbullion.com

Located just west of West Oaks Mall in Houston, across the street from the U-Haul Center on Westhiemer.


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Frequently Asked Questions

  • Buying from Us
  • Selling to Us
  • Pricing
  • Payments
  • Shipping
  • International
  • Miscellaneous

Buying from Us

How do I buy from The Southwest Bullion ("SWB")?

Buying precious metals is easier than ever with SWB.com! We offer gold, silver, platinum and other precious metals at the lowest prices using our secure, hassle-free, real-time online ordering system. Click here to get started now.

Who can buy from Southwest Bullion?

Our clients consist of Collectors, Dealers, Accumulators, Banks, Brokerage Houses, Investors and Speculators. Whether you want to purchase large quantities or individual items, we can fulfill all of your needs.

Do you have a minimum order?

For online and shipping orders, Yes. Our minimum US order is $50.00 (USD) per transaction, regardless of the payment method. For any orders shipped to Canada, our minimum order is $250.00(USD) per transaction. The minimum order amount for Europe and Australia is $1500.00(USD) per transaction.

For orders placed and picked up at our location, No.

Do you have a maximum order?

The short answer is no, however SWB does reserve the right to request a 10% deposit on orders deemed "significant" by SWB, before we will accept the order and lock in prices. On orders greater than $500,000, we recommend that you contact our Trading Department at 281-438-7500 to determine if a deposit will apply.

Should I purchase gold, silver, platinum or palladium?

As with any investment, diversification is always important. A good mixture of gold, silver, platinum and palladium in your portfolio will help reduce your risk.

Can I cancel my order?

Once we have issued a confirmation number, all prices are locked-in whether buying from us or selling to us. It is not our intention to enter into buying and/or selling transactions, accepting the risks involved only to have them cancelled. However, we realize rare situations happen where orders need to be cancelled.

Should you elect to cancel and/or offset your order, you must do so during normal business hours of 8:00 ? 4:00 CST Monday ? Friday. All cancellations are subject our market loss policy plus a $35.00 (USD) cancellation fee.

Cancellations may only be approved over the telephone, at which time you will be given a cancellation number. At that time, if any market loss to The Southwest Bullion has occurred, it will be calculated and added to the $35.00 (USD) cancellation fee. If applicable, you may elect to pay any market loss by credit card at that time or, we will invoice you in which you will have thirty days to pay the amount due in full. No future orders may be permitted until any market loss is paid in full. Any market gain on cancellations shall remain the property of SWB.

Can I change my order after my order is confirmed?

No. Our system is automated which makes it EXTREMELY DIFFICULT and time consuming to modify an order after it has been confirmed. We suggest you take the time up front to make sure what you want is exactly what you order.

Do you accept trade-ins of gold, silver & platinum?

Yes. We are always looking for new inventory. There may also be significant tax benefits for you as well. Please always consult your tax advisor before making decisions like this.

What products does The Southwest Bullion sell?

We are active market makers in all the items listed in our Products section. Please see our various bullion pages for our up-to-the minute current selling prices.

Do you offer pool accounts? No, not at this time. Please check with us in the future. Check here if you would like to be notified in the future when we begin offering this service.






Selling to Us

Do you have a minimum transaction?

Yes, for online transactions when shipping and insurance is required. When you sell your products to us, our minimum purchase amount is $1,000 (USD).

No, for any transaction conducted at our location.

How do I sell to The Southwest Bullion?

Selling your items to SWB is easy, as it should be. When you are ready to sell items to us, just follow these simple steps:

  • 1. Call our Trading Department at (800) 375-9006 and get our current prices
  • 2. Securely package your items and then *ship to:
    • Southwest Bullion, Inc
    • 15115 Westhiemer Rd, Suite R
    • Houston Texas 77082 USA
  • 3. Include a detailed packing slip (which we provide) and the confirmation number you receive from the SWB Trading Department.
  • Or Stop By Our Office on Westhiemer

*NOTE: We recommend that you ship your package via USPS Registered Mail (which includes insurance) for your protection

When will I receive my payment?

When we receive your package we will typically send your payment within 3-5 business days in one of the following ways. You can select which payment method best suits your needs.

Payment options for purchases of less than $5,000.00 (USD):

  • 1.Check sent priority mail - a $7.95 (USD) priority fee will be applied
  • 2.Check sent first class mail
    • Payment options for purchases of $5,000.00 (USD) or more:
    • 1. Bank Wire - a $25.00 (USD) priority fee will be applied
    • 2. Check sent priority mail - a $7.95 (USD) priority fee will be applied
    • 3. Check sent first class mail

I would like to personally deliver my precious metals to you. Can I do that?

Yes. You may deliver your precious metals to our office on Westhiemer. To make an appointment please call us at (800) 375-9006.

What products do you buy?

We are active market makers in all the items listed in our products section.

What happens if I don't send in the precious metals after a price has been confirmed?

Your transaction may be cancelled if you do not call by the end of the following business day with the registered mail or tracking number. Additionally, you will be liable to cover any market loss we incurred by accepting the order to buy from you. This is covered in our "Market Loss Policy". Furthermore, you will not be permitted to buy or sell to us in the future. If you call in with the registered mail or tracking number and we do not receive the items within 5 business days and the delay is due to the USPS, UPS or Federal Express, we will extend the deadline on a case by case basis.

Can I cancel my order?

Once we have issued a confirmation number, all prices are locked-in whether buying from us or selling to us. It is not our intention to enter into buying and/or selling transactions, accepting the risks involved only to have them cancelled. However, we realize rare situations happen where orders need to be cancelled. Should you elect to cancel and/or offset your order, you must do so during normal business hours of 8:00 - 4:00 CST Monday - Friday. All cancellations are subject to our market loss policy plus a $35.00 (USD) cancellation fee. Cancellations may only be approved over the telephone, at which time you will be given a cancellation number. At that time, if any market loss to The Southwest Bullion has occurred, it will be calculated and added to the $35.00 (USD) cancellation fee. If applicable, you may elect to pay any market loss by credit card at that time or, we will invoice you in which you will have thirty days to pay the amount due in full. No future orders may be permitted until any market loss is paid in full. Any market gain on cancellations shall remain the property of SWB.

Do you accept trade-ins?

Yes. We are always looking for new inventory. Please always consult your tax advisor before making any decisions like this.

Do you accept consignments?

From time to time we accept consignments. Please contact us and let us know what you have in mind.

Do you charge a receiving fee?

No, when you sell your items to us there are no hidden charges. The prices quoted are the prices we will pay.

Are there any other hidden fees for selling to Southwest Bullion?

No, there are no hidden fees for selling your items to us. It's just that simple.






Pricing

Do you add a commission fee to your posted prices?

No. The prices you see are the prices you pay. The only charges SWB adds are for shipping, handling and insurance.

Are my prices locked in when I place my order?

Yes. When you place an order over the telephone or online, you will be given a confirmation number that locks in your price.

How long is my price locked in for when buying from SWB?

Your price is locked in for 5 business days on orders under $25,000 (USD) and three business days for orders more than $25,000 (USD). That is the time you have to make your payment to SWB.

Once you have placed an order with The Southwest Bullion, you have entered into a binding agreement.

When ordering online, the price at which your order is submitted is the locked in price. Your confirmation number will be on the final order screen and in your return email.

SWB reserves the right to refuse an order when the confirmed price is incorrect, due to computer-related problems, pricing error or sudden movements in the precious metals market. Furthermore, we reserve the right to refuse or cancel any order deemed questionable, suspicious or of significant risk to SWB regardless of payment method and price confirmation. You must ensure that your payment is dated within 24 hours and received by SWB within five business days on orders under $25,000 (USD) and three business days on orders more than $25,000 (USD) to guarantee your price. Providing us with your credit card information is required to lock in pricing all orders. You are responsible to cover any market losses (Our Market Loss Policy) should your order be cancelled, in addition to a $35.00 (USD) cancellation fee.

Do you have quantity discounts?

Yes. Our prices have already been calculated for high volume wholesale orders. However, SWB will extend additional discounts when possible on orders more than $100,000 (USD) or large orders of individual items. Please feel free to call us with what you are looking for.






Payments

What form of payment does Southwest Bullion accept?

    Payment to SWB must be provided using:
  • Credit card (Domestic Orders Only)
  • Bank Wire
  • Certified check
  • Cashier?s check
  • Money order
  • Personal check.

We recommend paying by the following methods:

    Order Amount Preferred Payment Types Payment Due
  • $50 - $1,500 (USD) Credit Card, Checks or Money Order 5 Business Days
  • $1,501 - $5,000 (USD) Credit Card, Bank Wire, Checks, Money Order 5 Business Days
  • $5,001 - $10,000 (USD) Bank Wire, Checks, Money Order 5 Business Days
  • $10,001 - $25,000 (USD) Bank Wire, Checks, Money Order 5 Business Days
  • $25,001 (USD) + Bank Wire 3 Business Days

Do you have a holding period on cashier's checks, certified checks and personal checks?

Yes, we hold all certified checks and cashier's checks typically for 1-10 banking days. Personal checks will be held for 5-10 banking days regardless of when they clear prior to shipping. Direct bank wire is always recommended.

Where and how do I wire funds?

Upon placing an order and our issuing a confirmation number, we will provide you instructions along with our bank name, ABA routing number and account number.

Please note: We only accept bank wires for an amount over $1500.00 (USD).

What is your good funds policy?

Good funds is the day we receive your direct bank wire, from 1-10 business days from the day we receive your cashier's check, money order or certified check and 10 business days from the day we receive your personal check. Additional delays may occur for checks if your bank does not cooperate in assisting us with the information needed to verify your transaction. Direct bank wire is always recommended.

How quickly will you need my payment?

You must ensure that your payment is received by SWB within (5) five business days on orders under $25,000 (USD) and (3) three business days on orders more than $25,000 (USD) to guarantee your price. SWB reserves the right to cancel orders that do not meet this requirement. We recommend mailing your payment the same day your order is placed and using 2-3 day priority mail through the United States Postal Service to be sure your payment is received on time.

Do you accept credit cards?

Yes. We do accept credit cards for payment. SWB recommends paying for smaller orders by credit card. Credit card orders exceeding $5,000 (USD) are accepted only by phone during normal business hours and may be subject to additional documentation and screening. All credit card orders are reviewed on an order by order basis. In addition, we will only ship to the credit card billing address. Please confirm that the ship to address is the same as the mailing address in your online account before placing credit card orders. We reserve the right to refuse any order deemed questionable or of significant risk to SWB regardless of payment method and price confirmation. We do not accept credit card payments for international orders.

Do you accept ACH or online payments?

No, we do not accept ACH transactions. We do accept online bill payments in check form only. They will be treated the same as a personal check regarding shipment date. We will ship the item(s) 10 business days after we receive the check.

What happens if my payment isn't received within the applicable time period?

It's always best to send us your payment immediately to ensure SWB can honor the confirmed price. If payment is not received within five business days for orders under $25,000 (USD) and three business days for orders more than $25,000 (USD), SWB reserves the right to either, accept your payment, refuse and cancel your order, or provide a fresh quote based on the market price at the time we received payment.

What happens if I don't send a check or follow up on my order after it has been confirmed?

Your order may be cancelled if we do not receive payment within the required time period. Also, your account may be closed and you may no longer be able to place trades with us. If a decline in the market price occurs, you will be liable for any market loss we incur for locking in and accepting your order. (Our Market Loss Policy). You will be charged the difference between your confirmed price and the market buy price when your order is officially cancelled. Any market gain on cancellations shall remain the property of SWB.

Can I cancel my order?

Once we have issued a confirmation number, all prices are locked-in whether buying from us or selling to us. It is not our intention to enter into buying and/or selling transactions, accepting the risks involved only to have them cancelled. However, we realize rare situations happen where orders need to be cancelled. Should you elect to cancel and/or offset your order, you must do so during normal business hours of 8:00 - 4:00 CST Monday - Friday. All cancellations are subject our market loss policy plus a $35.00 (USD) cancellation fee. Cancellations may only be approved over the telephone, at which time you will be given a cancellation number. At that time, if any market loss to The Southwest Bullion has occurred, it will be calculated and added to the $35.00 (USD) cancellation fee. If applicable, you may elect to pay any market loss by credit card at that time or, we will invoice you in which you will have thirty days to pay the amount due in full. No future orders may be permitted until any market loss is paid in full. Any market gain on cancellations shall remain the property of SWB.

What currencies does Southwest Bullion accept?

We currently accept payments in US Dollars, Canadian Dollars, Euros, and Great Britain Pounds.






Shipping, Handling, and Insurance

Is there a discount for paying by Cash?

(Check, Money Order, Cashiers Check, Wire)

***Yes, we provide a 3% cash discount off our Shipping, handling and insurance to our customers if they pay for their orders by check, money order, cashier's check, bank wire, cash or trade.

What are the shipping, handling and insurance charges?

  • $12.95 (USD) for orders of $50.00 - $249.99 (USD) (Plus 3% of subtotal)
  • $19.95 (USD) for orders of $250.00 - $999.99 (USD) (Plus 3% of subtotal)
  • $24.95 (USD) for orders of $1000.00 - $24999.99 (USD) (Plus 3% of subtotal)
  • Free for orders of $25,000 (USD) and over

Again, you will receive a 3% cash discount off the shipping, handling and insurance fee if you pay for your order by any other method than credit card.

Do you ship internationally?

Yes. Please see the international section of our FAQ.

How do you wrap your packages?

All our packages are carefully and discretely wrapped, typically in brown tape and not to give any indication as to the contents inside. We also use the acronym "SWB" for our shipping address as well.

How is my order shipped?

Southwest Bullion orders are shipped Registered/Insured U.S. Mail, UPS & Federal Express. Each package is fully insured and may require a signature upon delivery. Packages sent registered and insured mail can take on average 5-10 business days. The parcel's registration number is only available to trace a package if it hasn't been received within 30 days from the date shipped. Tracking numbers are not provided to customers due to insurance restrictions.

Is my package insured while in transit?

Southwest Bullion fully insures all of its shipments. Should anything happen while your package is in transit to you it will be covered by our insurance policy. However, we will not accept responsibility if you have left instructions with any carriers or delivery service to leave parcels un-attended for you without the need for a signature. Or, you have given them instructions to leave your package with someone else such as a building manager, neighbor, drop-off location such as Mail Boxes etc., The UPS Store, etc., YOUR PACKAGE WILL NOT BE COVERED. When we ship to you, if metals are lost or damaged in transit, it is our responsibility to pursue any claim with the insurance company. If we determine the package is lost or damaged, we file a claim. Once the claim is filed, we reserve the right to re-ship your items or refund your money at our discretion.

How long will it take to get my package?

SWB generally packages and ships your order 1-3 business days after the payment clearing time has passed (excluding weekends and holidays). Orders paid by credit card and bank wires are usually shipped within 1-3 business days after the payment has processed (excluding weekends and holidays). Delivery can be expected on average within 5-10 business days of shipment. Your order may be shipped in multiple packages.

Does SWB ever back order items?

Supply and demand problems occasionally occur in our business. From time to time, we have more buyers than sellers. If this should happen, we reserve the right to delay delivery up to 30 days (From your expected shipping date) to fill your order. Even if the price continues to rise, your price is locked in. We will deliver your bullion (Non-Numismatic) product within 30 days. If you ordered a numismatic or supply item which has previously sold or we are out of stock on, we will either place it on back order, attempt to locate another or a refund will be given. Should the value of your items decrease in that time period, you will not be entitled to any market gain.

Can you ship my order to a post office box?

Yes, orders shipped registered and insured US mail can be sent to a P.O. Box. If a different shipping method is used, you must specify a street address for shipment. A signature is required upon delivery of your package.






International Shipping

What are the shipping costs for Canada?

Our shipping charges to Canada are $34.95 USD plus an additional $0.15 USD per troy ounce weight surcharge. Currently, all of our shipments to Canada are shipped UPS Worldwide Expedited and must be shipped to a physical address. Additionally, customers living outside of UPS? normal delivery zones may incur an Extended Area Surcharge.

Will I have to pay duties or taxes when I receive my order?

All duties and taxes must be paid by the customer on delivery. You may be subject to taxes and/or duties for your order. Please consult your local customs broker for more information on duty and tax rates.

Does SWB declare the value of the package on Customs Forms?

We always declare the full value of the shipment on any customs form. There are no exceptions to this rule.

What countries in Europe do you currently ship to?

We currently ship to the UK, Germany, the Netherlands, Ireland, and Switzerland.

What are the shipping costs for Europe? Are all countries the same cost?

Shipping for Europe costs $49.95 USD plus an additional $0.25 USD per troy ounce weight surcharge. Currently, all of our shipments to Europe are shipped UPS Worldwide Expedited. We do not accept orders from international customers using freight forwarding services such as Vpost addresses. If orders are placed online with Vpost or freight forwarding addresses the orders will be cancelled. Additionally, customers living outside of UPS? normal delivery zones may incur an Extended Area Surcharge.

Will I have to pay duties or taxes when I receive my order?

All duties and taxes must be paid by the customer on delivery. You may be subject to taxes and/or duties for your order. Please consult your local customs broker for more information on duty and tax rates.

Does SWB declare the value of the package on Customs Forms?

We always declare the full value of the shipment on any customs form. There are no exceptions to this rule.

What are the shipping costs for Australia?

Our shipping charges to Australia are $49.95 USD plus an additional $0.25 USD per troy ounce weight surcharge. Currently, all of our shipments to Australia are shipped UPS Worldwide Expedited. We do not accept orders from international customers using freight forwarding services such as Vpost addresses. If orders are placed online with Vpost or freight forwarding addresses the orders will be cancelled. Additionally, customers living outside of UPS? normal delivery zones may incur an Extended Area Surcharge.

Will I have to pay duties or taxes when I receive my order?

All duties and taxes must be paid by the customer on delivery. You may be subject to taxes and/or duties for your order. Please consult your local customs broker for more information on duty and tax rates.

Does SWB declare the value of the package on Customs Forms?

We always declare the full value of the shipment on any customs form. There are no exceptions to this rule.

Do you ship outside of Canada, Europe and Australia?

Yes. We are currently conducting trial orders to many countries around the world. Please contact our international department at info@SWBGlobal.com for more information.






What is your return policy?

We guarantee your satisfaction at The Southwest Bullion. We provide all our customers with a refund, return and/or exchange policy on everything we sell including all bullion and certified coins. This right is limited to three (3) days from the date on which the customer receives their items and notifies us, provided they are kept in their original packaging. On returning bullion related items, the customer may (at SWB's discretion) be required to pay for any market loss on their returns. Any market gain on refunds shall remain the property of SWB. We want our customers to be pleased with their purchases. If for any reason you have a problem, please feel free to call our offices and discuss it with us. We will always do our best to accommodate you. We do charge a 5% restocking fee on all credit card orders returned. If an exchange is requested, we reserve the right to find an acceptable replacement or refund your money.

Southwest Bullion Guarantee

SWB does guarantee that every item that we sell is genuine and that all precious metal items do contain the weight, fineness, and purity that we have advertised. However, all investments, of every type, involve some level of risk and precious metals are no exception. Like many markets, the precious metals market is speculative, and it is unregulated. The value of any bullion item is generally determined by current spot price of the underlying precious metal, and by the supply and demand for these particular items. These prices will fluctuate throughout the day while the precious metals market is open. If you are considering purchasing Precious Metals as an investment, you should assess the stability of the current market as well as contacting your financial advisor for advice.

How do I obtain a Return Authorization Number?

Should you elect to return an item from your order, you must do so during normal business hours of 8:00 ? 4:00 CST Monday ? Friday. All returns must be done over the telephone only, at which time you will be given a Return Authorization Number. At that time, if any market loss to The Southwest Bullion has occurred, it will be calculated. You will not be charged the $35.00 (USD) cancellation fee to return an item or items. However you may (at SWB's discretion) be required to pay for any market loss (Our Market Loss Policy) on your returns. If applicable, you may elect to pay the market loss by credit card or, we will invoice you and you will have thirty days to pay the market loss in full. No future orders may be permitted until that amount is paid in full. Any market gain on cancellations shall remain the property of SWB.

Are there risks?

All investments involve risk - coins and bullion are no exception. The value of a bullion coin (e.g., American Eagles or Canadian Maple Leafs) is affected by many economic factors, including the current market price of bullion the perceived scarcity of the coins and other factors. Some of these factors include the quality and current demand and general market sentiment.

Therefore, because both bullion and coins can go down as well as up in value, investing in them may not be suitable for everyone. Since all investments, including bullion and coins, can decline in value, you should understand them well, and have adequate cash reserves and disposable income before considering a bullion or coin investment.

Is gold, silver, platinum or palladium taxable?

SWB does not collect any tax when your order shipped outside the state of Texas. You should consult your tax advisor for specific taxation advice in your jurisdiction. State taxes may be applicable.

Do you report my purchase of precious metals to the IRS?

Southwest Bullion is not required to report our sales transactions to the IRS or any other federal, state or local agencies unless you fall under the Form 8300 requirement.

Can SWB store my gold, silver, platinum or palladium for me?

No. At this time we are only offering delivery of precious metals. Please check with us in the future. We do have a list of depositories we can recommend and will be happy to do so. Click here if you would like to be notified in the future when we begin offering this service.






© Southwest Bullion, Inc., ALL RIGHTS NOT EXPRESSLY GRANTED HEREIN ARE RESERVED.

Please mail any comments or inquiries to:

  • Southwest Bullion, Inc
  • 15115 Westhiemer Rd, Suite R
  • Houston Texas 77082 USA
  •  
  • Office Hours are 9:00 am to 7:00 pm CST Monday - Friday
  • Saturday, 10:00 am to 4:00 pm
  • Closed on Sunday
  • Phone: 281.531.7760
  • Email: sales@southwestbullion.com
  • Web Address: www.SouthwestBullion.com