FAQ

MOST COMMON

• Where is my Order?

  To track your order please enter your Order ID and email address here then click or tap the “Track” button.

• Have you received my payment?

  You will receive an email notification when we receive your payment. If you have a free account with us and your order was placed under that account, you may check your real-time order status here.

GENERAL

• Is my personal information secure?

  Absolutely. You can feel safe shopping with Hero Bullion. We use SSL technology to encrypt all information that is passed between your browser and our servers. SSL technology ensures that no personal, financial or identifiable information is accessible to anyone other than you, your bank, and/or processors.

• Is there risk in buying precious metals?

  Hero Bullion guarantees that every product we sell is genuine. All precious metal items sold by Hero Bullion contain the weight, fineness, and purity as advertised. However, all investments, of every type, involve some level of risk. Precious metals and collectibles are no exception.

• Where is Hero Bullion located?

  We are headquartered in Princeton, TX.

  Our corporate address is

  621 E Princeton Dr #976
  Princeton, TX 75407

  *Please note: this is not a physical address that we ship from nor do we receive local deliveries.

• Do you have a storefront I can visit to shop at?

  No. We are an online business only.

ACCOUNT

• How do I open an account with Hero Bullion?

  Create your free account by clicking the link to our Open an Account Page

• Does it cost anything to open an account with Hero Bullion?

  No. Opening an account is free of charge.

• Are there any benefits to having an account with you?

  Yes. Opening an account will allow you to place trades more efficiently, easily track your payments and orders, review your order history and be notified available only to Hero Bullion account holders. Open your account now

• What if I forgot my password?

  No problem. You can easily reset your password by clicking here. If you still experience difficulties accessing your account, feel free to email us at info@herobullion.com for assistance. Please note, we must receive your password reset request from the email address attached to your account.

ORDERING

• What should I buy?

  Deciding what to buy can be one of the most difficult parts of the bullion buying process. Your needs and goals are unique to you. We understand that and are here to answer any questions you might have. Please feel free to email us at info@herobullion.com or call us at (214) 210-9948 to discuss your goals and get a purchasing plan in place.

• How do I place an order from Hero Bullion?

  You can browse our catalog, add items to your cart, and checkout choosing your preferred payment option and delivery address all without ever talking to a person. We have made the bullion buying process safe and secure. If you prefer to place an order over the phone, or need more information before ordering, please feel free to call us at (214) 210-9948.

• Who can buy from Hero Bullion?

  We sell to individual investors, collectors, coin and bullion dealers and anyone else interested in owning precious metals. We have the ability to service a wide range of needs whether you are buying in small or large quantities.

• Is there a minimum order amount?

  No. There is no minimum order amount.

• Is there a maximum order amount?

  There is no maximum order amount. We do ask that you contact our customer service department first if you intend to purchase over $100,000 as some large orders will require a deposit.

• The item I want is out of stock. What do I do now?

  We regularly provide updates about new, re-stocked an incoming inventory through our email newsletter. Sign up for our newsletter found at the bottom of this page to receive these updates. We are also working on a solution which allows you to receive email and/or text restock notifications for specific products of your choosing.

• Can I change my order after it is confirmed?

  After an order is confirmed, items can not be added or removed. Please understand this is unique to precious metals and is a result of the prices of items changing minute to minute due to the market. In some instances, we can place an additional order that may or may not meet our order limits and include it with the initial order. Removing items from a confirmed order may require a requote or market loss.

• How do I track my order?

  Track your order by clicking the link in your confirmation email or go to your account page to view tracking.

• Is there any additional information I need to provide to order from Hero Bullion?

  On some occasions, additional information may be required to process your order.

• Will my order be reported to the IRS?

  A vast majority of orders are not required to be reported to the IRS or any government agency. However, when certain conditions are met by an order, we are obligated to file IRS Form 8300. This form is meant to track large cash transactions and is triggered when a cash payment of $10,000 or over is made. This also applies to multiple cash transactions within a 24 hour period whose sum is $10,000 or over. Cash payment methods include, cash, cashier’s checks and money orders.

• What do “In-Stock”, “Pre-Sale”, “Out-of-Stock” & “Coming Soon” mean?

  In-Stock means that we have the item on our shelves and available for shipping. When ordering In-Stock items, you can expect your items to be shipped quickly.

  Pre-Sale means we have secured inventory from our suppliers that is scheduled to arrive in the near future. We often make these items available for sale so you can secure inventory for new, limited and exclusive items that may have a short window of availability. When items are offered for pre-sale, we will make our best effort to provide an estimated shipment date.

  Out-of-Stock means we do not have any of that specific product available for sale.

  Coming Soon means we have plans to begin selling the listed product in the near future. You can browse Coming Soon listings to research products and plan for future purchases.

• I live in Minnesota and don't see my state as an option at checkout, why?

  At this time, we do not accept orders shipped to Minnesota residents. When we begin accepting orders to MN residents, we will be sure to notify through our newsletter.

PAYMENT

• Is buying online safe?

  We make every effort to provide a safe and secure shopping experience. Our website uses SSL (Secure Sockets Layer) to encrypt all information passed between your browser and our site. Universally, your browser should display a padlock icon for secure websites and a broken padlock for non secure sites near the URL.

• Have you received my payment?

  If we have received your payment, we will send an email notification noting the fact. In addition, you can see your order status at any time by logging into your profile

• What payment methods are accepted?

  We accept personal checks, money orders, cashier’s checks, eChecks (ACH), credit/debit cards, & Bank wires. 

  See below for order value limits by payment type:

   

  Payment Method	Order Minimum	Order Maximum	Discount
  Credit/Debit Card	$0.01	$20,000	None
  Check	$99	$100,000	4%
  Money Order	$99	$10,000	4%
  Cashier’s Check	$99	$100,000	4%
  eCheck (ACH)	$0.01	$7,500	4%
  Bank Wire	$2,000	No Maximum	4%

• Which payment method should I choose for the best pricing?

  Personal checks, money orders, cashier’s checks, eCheck (ACH), & bank wires offer the best pricing (4% less than credit & debit cards).

• Can I pay using my debit or credit card?

  Yes. Debit and credit cards are electronically processed and do not qualify for the 4% cash discount pricing. We presently accept Mastercard, Visa, and Discover.

• How do I pay by check?

  Simply select check payment at checkout and make your payment as instructed in your order confirmation email.

  All check payments should be made out to:

  Hero Bullion

  *Please reference your order number in the memo section of your check for faster processing.

  Checks must be mailed to:

  Hero B, LLC
  621 E Princeton Dr #976
  Princeton, TX 75407

• Is there a holding period when I pay by check or money order?

  Checks, cashier’s checks, money orders, and eCheck (ACH) payments are all subject to a holding period. This period may range from 5-10 days or as long as it takes to establish good funds. Please note, while your bank may show that funds have been withdrawn from your account, those funds may not yet have been cleared to Hero Bullion. We make every effort to expedite processing of these payment methods but occasionally instances arise that may cause a delay in your order. As always, our goal is to get your order to you as quickly as possible.

• What is an eCheck?

  An eCheck is simply an electronic version of a paper check.

  We recently began accepting eCheck as a payment method online only.

  We do not accept eChecks over the phone.

  If you have a checking account, you are eligible to pay via echeck.

  Your bank account number, bank routing number, and a form of ID are required to pay via eCheck.

  Orders paid by eCheck are generally cleared for shipment quicker simply because there is no need to wait while a physical check is in the mail. Some limits will apply and we will notify through our newsletter when this becomes an option.

• I tried paying by eCheck but got an error message, why is that?

  If you receive an error message when trying to place an eCheck order, the payment has been declined by your bank. Most times, the error message is a result of your bank not recognizing your driver’s license number. This can be easily fixed by providing a different form of ID such as your Social Security Number to verify your identity. We take the security of your personal information very seriously and have chosen the most secure processor to serve this purpose.

• I'm trying to pay by eCheck but it is asking for a check number. I don't have physical checks so what do I do?

  You may use any 3+ digit number for eChecks. Please be sure that you do NOT use a check number that has previously been issued on your account.

• How do I pay by bank wire?

  Orders totalling $2,000 and over are eligible for bank wire payment. Simply select bank wire as your payment method at checkout and complete your order. The information required to complete your payment by bank wire will be included in the order confirmation email.

• Is there a discount for paying by check, eCheck or bank wire?

  Yes. These payment methods receive a 4% discount from the credit card price. You can view the price for these payment methods on each and every product page under the cash/wire price.

• How soon should I pay for my order?

  If you choose a payment method other than credit/debit or ACH payment, it is imperative that you submit payment as soon as possible. This will get you your order quicker and additionally ensures that your order is not cancelled. We require personal checks, cashier’s checks and money orders to be postmarked within 1 business day from the day you placed your order. Bank wires must be submitted within 24 hours from order confirmation. If you experience delays in payment, please contact us immediately so we are aware and can make notes accordingly.

• What happens if my payment isn’t received in time?

  If you do not submit payment in time and do not communicate any delays to us, you risk your order being cancelled and offset according to the terms of the Market Loss Policy.

• What happens if I make an order but I change my mind and choose not to submit payment?

  When you buy from Hero Bullion and once we have issued a sales order confirmation number, a binding contract has been formed, the transaction price is locked-in and any corresponding market risk is transferred to you. If you default in your performance of the contract by failing to make payment, shipment, or any other act required by you, we may cancel your sales order. If your sales order is cancelled, you will have the full responsibility and liability to Hero Bullion for any Market Loss, plus a fifty dollar ($50.00 USD) cancellation fee. You will also be liable for all fees and costs associated with Hero Bullion’s efforts to collect from you. Any market gain on sales order cancellations shall vest in Hero Bullion’s interest and remain the property of Hero Bullion. We reserve the right to cancel any sales order at any time at our sole discretion. All future sales orders will be held for shipment until any and all outstanding market loss and related cancellation fee balances are paid in full. No future orders may be permitted until any market loss is paid in full.

• Can I change my payment method?

  Sometimes. If you wish to change your payment method after your order is confirmed, please call us at (214) 210-9948 so that we can expedite the change. This is usually easy to do if done so in a timely fashion.

• Can I cancel my order?

  When you buy from Hero Bullion and once we have issued a sales order confirmation number, a binding contract has been formed, the transaction price is locked-in and any corresponding market risk is transferred to you. If you default in your performance of the contract by failing to make payment, shipment, or any other act required by you, we may cancel Your sales order. If your sales order is cancelled, you will have the full responsibility and liability to Hero Bullion for any market loss, plus a fifty dollar ($50.00 USD) cancellation fee. You will also be liable for all fees and costs associated with Hero Bullion’s efforts to collect from You. Any market gain on sales order cancellations shall vest in Hero Bullion’s interest and remain the property of Hero Bullion. We reserve the right to cancel any sales order at any time at our sole discretion. All future sales orders will be held for shipment until any and all outstanding market loss and related cancellation fee balances are paid in full. No future orders may be permitted until any market loss is paid in full.

• How do I pay a market loss if I cancel my order?

  Market loss payments can be made via credit card, personal check, cashier’s check or money order.

• Do I have to pay tax on my order?

  Some states require Hero Bullion to collect sales tax on certain items. We collect the appropriate taxes for all orders based on the most up-to-date tax laws in each state. Please contact your local jurisdictions for bullion tax law details.

• Why are some items in my order taxed while others are not?

  Sales tax laws vary state-to-state and often include exemptions for bullion items based on various factors including purity, make, and dollar amount among others. Hero Bullion collects all appropriate taxes for all orders based on the most up-to-date tax laws in each state. Please contact your local jurisdictions for bullion tax law details.

SHIPPING & INSURANCE

• How much do I pay for shipping?

  Shipping on domestic orders is free starting at $149. At checkout, you may be presented with additional shipping options for an additional fee.

• What shipping methods are available?

  The shipping options available are based on your order contents and are visible at checkout. We currently ship using both USPS and UPS.

• How soon will my order ship?

  We make every effort to ship your order as soon as possible. Most orders will ship within 1-3 business days. During and around holidays and in times of increased demand, orders may take longer to process for shipping. If the instance that your order will be delayed in shipping, a notice will be sent.

• How long will it take to get my package?

  Please check the tracking number you received via email to see a delivery date.

• Where can I have my order shipped?

  You can have your order shipped to any deliverable address in the US with the exception of the following:

  • We do not ship any orders to MN addresses or to MN residents.
  • We only ship credit/debit card orders to the billing address on file with the credit/debit card company.

• Can you deliver my order to a PO Box?

  On most occasions, yes. In some instances, size, weight or value limitations may prohibit delivery to a PO Box. In those cases, a street address must be provided.

• Do you ship outside the USA?

  No

• Is my package insured while in transit?

  Yes. We fully insure each and every package while in transit. On the rare occasion that a loss occurs while in transit to you, our insurance coverage will engage. 

  We do not accept responsibility for losses if you or anyone at your address has given instructions for carriers to:

  • Leave packages unattended
  • Leave packages with anyone other than the addressee
  • Allow anyone other than the addressee to sign for packages
  • Sign for packages without addressee present
  • Deliver to an address other than the address listed on the label

  In addition, we do not insure packages that are delivered to drop-off locations including but not limited to: 

  • The UPS Store
  • Mailboxes etc
  • Business or workplace mailrooms
  • Mail forwarders
  • Military postal service
  • Building management

• What do I do if my order is missing an item?

  If you received your order and there are no signs that your package has been tampered with, but it is missing items, you must contact us within 3 business days.

• What do I do if an item I received is damaged?

  We do our very best to provide you the highest quality items available. If you receive what you believe to be a damaged item, you must contact us within 3 business days to notify us of the damage and provide necessary details to resolve the issue.

• My package was delivered but looks to be tampered with or damaged, what now?

  We ask that you refuse any shipment that appears to be tampered with or damaged. If you choose to accept a tampered or damaged package, know that this will significantly increase the time required and reduce our ability to process any claims as your items are no longer insured once you accept delivery.

• My package is lost, what now?

  Having a lost package can be a stressful experience. Even if they are delayed, most packages show up within 5-7 days. On this rare occasion that a package is not delivered after 7 days, we appreciate your patience as we seek a resolution. Many times it is as simple as contacting the carrier for an investigation and oftentimes packages are found and delivered quickly. If a package is deemed to be lost, we must conduct an investigation of the shipment before a refund or reshipment can be processed.

• Do I have to sign for my package when it arrives?

  All orders $500 and over require signature upon delivery. If your order is less than $500, you may purchase a shipping option that requires signature delivery at checkout for an additional fee.

• I placed multiple orders on the same day. Will they be shipped together?

  Sometimes we do combine multiple orders into one package. We only do this when payment for multiple orders to the you clear for shipping on the same day AND you chose the free shipping option at checkout.

  Our goal is to get your orders to you quickly, so we do not hold cleared orders while we wait for other orders to clear.

  If we do combine multiple orders into one package for you, the tracking number will be included in each order detail on your dashboard. You will also receive multiple shipping confirmation emails with the tracking number included.

  If you chose a paid shipping method at checkout, we will not combine your orders.

PRODUCTS & PRICING

• What kind of selection do you have?

  We offer various gold, silver, platinum & palladium products for you to choose from. We also offer appropriate accessories to store, preserve and display your bullion.

• How do I know I will receive authentic products?

  We offer only genuine bullion products from the best mints in the world. In addition, we leverage the latest technology in verifying the authenticity of our entire product offering.

• What fees or commissions are added to my order?

  None. The price you see at checkout is the price you pay.

• Are my prices locked-in when I place my order?

  Yes. If the market moves up after your order is confirmed, we don’t ask you for more money to complete your order. Likewise, if the market drops after your order is confirmed, you don’t pay less.

• If I am buying a large quantity, can I get a discount?

  Yes. Nearly all of our products include price breaks as quantity ordered increases. These quantity discounts can be found in the pricing matrix on each product page. If you intend to purchase a quantity significantly more than our highest quantity tier, please reach out to us at info@herobulllion.com or call (214) 210-9948 to see if further discounts apply.

• I see various products listed as "Any Mint, Any Condition". What does that mean?

  Products listed as “Any Mint, Any Condition” mean just that. The product you will receive can be from any mint and may arrive in any condition. Any condition includes new to heavily used and even damaged condition. We do however guarantee authenticity of metal.

RETURNS & EXCHANGES

• What is your return policy?

  At Hero Bullion, our goal is your satisfaction. Returns are accepted within 5 business days of delivery and are subject to the terms of our Market Loss Policy. A 10% restocking fee may also be charged. To begin the return process, please call our customer service team at (214) 210-9948 or email us at info@herobullion.com.

• How can I return a product?

  To begin the return process, please call our customer service team at (214) 210-9948 or email us at info@herobullion.com. In the event you initiate a return, you will be provided with a Return Authorization Number (RAN). You are responsible for all costs to ensure the safe and timely return of all items listed on the RAN. We reserve the right to reject any return that does not comply with our return requirements.

• Can I exchange my order instead of returning it?

  Yes. The details can be found here.

SELL TO US

• Can I sell my items back to Hero Bullion?

  Yes! Hero Bullion buys gold items. Call us Monday through Friday at (214) 210-9948 to get an immediate quote from one of our experts. Find more information about the selling prices on our ‘Sell to Us’ page. (COMING SOON)

• How much will I get when I choose to sell to Hero Bullion?

  Most major products display a ‘Sell to Us’ price.

   

  This price can be found on product page beneath the “Recommended Supplies” section.

   

  Some products products might not have a listed price, but you can always call us M-F from 9AM-5PM Central for a live quote to see what we’ll pay for your items!

• How can I sell my items back to Hero Bullion?

  Hero Bullion makes it as easy as possible to sell your gold products. There are just three steps separating you from a fair price for your bullion products.

   

  Simply call us at (214) 210-9948 Monday through Friday between 9AM and 5PM Central. One of our metals traders will quote you pricing. Should you accept, we provide instructions for shipping to our facility.

   

  Upon arrival, your products will be inspected for quality, accuracy, and authenticity. You will be contacted with any adjustments to your order.

   

  Once your order is finalized, we will issue payment via ACH or bank wire.

   

  The time from receipt to payment is generally 1-3 business days but may increase during times of extreme demand.

• How should I pack my items when I am shipping to Hero Bullion?

  Tightly pack your metals, along with a copy of your purchase order, and secure them using packing materials (bubble wrap, foam, paper, etc.)

   

  Seal each seam of the package with filament or packing tape, and then tape a copy of the shipping label to the outside of the inner box using clear packing tape.

   

  Place the inner box into a larger outer box before sealing each seam using tape and securing the shipping label to the outer box using clear tape.

• What if I change my mind after selling and confirming a price to Hero Bullion?

  Should you choose to cancel your sale to Hero Bullion, please be advised there is a $50 cancellation fee. In addition, any Market Loss will be calculated and collected.

• Once Hero Bullion has received my order, how long until I get paid?

  One to three business days is standard. After we receive your items and verify their authenticity, we work to get you your money as quickly as possible.

   

  Generally, this takes 1-3 business days, although processing times may be longer – especially during times of increased demand.

• What methods of payment can I receive for my sell order?

  You can choose from 2 ways to receive funds from your finalized sale to us.

   

  ACH Direct Deposit- Free to you from us and usually arrives within 1 business day

  Bank Wire- $25 fee from us and usually arrives same day

  Check USPS Priority- $35

  Check USPS Express- $50

   

• Is my sale of items to hero Bullion reported to the government?

  The short answer is that Hero Bullion reports bullion sales we receive on certain items. 

   

  Please consult one of our traders M-F between 9AM and 5PM Central for details.

• Can I sell bullion items from my IRA to Hero Bullion?

  Absolutely! We make it easy to sell items out of your IRA, and we always pay the fairest prices possible.

TAX REPORTING

• What bullion transactions are reported to the IRS?

  A vast majority of orders are not required to be reported to the IRS or any government agency. However, when certain conditions are met by an order, we are obligated to file IRS Form 8300. This form is meant to track large cash transactions and is triggered when a cash payment of $10,000 or over is made. This also applies to multiple cash transactions within a 24 hour period whose sum is $10,000 or over. Cash payment methods include, cash, cashier’s checks and money orders.

• Are gold, silver, platinum & palladium taxable?

  The quick answer is that it depends on where you are having the items shipped to. Hero Bullion collects all appropriate taxes for all orders based on the most up-to-date tax laws in each state. Please contact your local jurisdictions for bullion tax law details.

BULLION MARKET QUESTIONS

• What is the gold silver ratio?

  The gold to silver ratio (GSR) is the relative value of an ounce of gold compared to an ounce of silver is USD for our uses. Current and historical GSR data is available on our Gold to Silver Ratio page. This ratio is often used by investors to determine when to buy either metal based on the historical data.

  For instance if the gold to silver ratio over a discrete period is 75 to 1 (75 ounces of silver required to provide the same value as 1 ounce of gold) but the current GSR is 110 to 1. It may be deemed that silver is undervalued compared to gold and therefore may be a better option for purchase as it reasons that the GSR will return to historical values.

• When are the precious metals market hours?

  The precious metals exchange markets are open Sundays at 6PM EST through Fridays at 5PM EST. They are also closed briefly from 5PM to 6PM EST Monday through Thursday. Markets are additionally closed in observance of specific holidays. While the markets are open, you can expect the metals prices to change second to second.

  Find real time and historical precious metals prices on our charts page.

• What is the difference between troy ounce and regular ounce?

  The American traditional ounce (the ounces most Americans are familiar with) comes from the Avoirdupois system. It is a system that has been in place since the 13th century. It consists of ounces and pounds that we are all comfortable with using.

  Precious metals are weighed using the Troy System which was originally used in Troyes, France during the middle ages. The Troy metric has remained the standard by which all precious metals are weighed and traded. In modern times Troy Ounces can be abbreviated as OZT.

  When buying and selling precious metals most hallmarks indicate Troy standard. In many cases where Troy Ounces is not specifically stated, it is implied.

  See conversions below

  1 Troy Ounce = 1.09714 AVDP Ounces = 31.1 grams

  1 AVDP Ounce = .911458 Troy Ounces = 28.349 grams