Shipping and Returns Policy

1. Acceptance of Policy

You expressly accept this Policy at multiple points:

• When you submit a kit request via our website
• When you receive or download a shipping label from us
• When you ship items to us using our label or your own method
• When you receive returned items from us

Each act constitutes renewed acceptance. We reserve the right to modify this Policy at any time. Continued use of our services constitutes acceptance of the modified Policy.

2. Kit Delivery (Outbound Shipping to Customer)

2.1 Methods Available

Customers may choose to receive their appraisal kit by:

• (a) Print Kit: Customer prints their own prepaid FedEx shipping label immediately upon kit request
• (b) Email Kit: We email the prepaid FedEx shipping label as a PDF for the customer to print
• (c) Mail Kit: We mail a physical appraisal kit to the customer's address

2.2 Delivery Timing for Mail Kits

Mail Kits are sent via United States Postal Service ("USPS") to the address provided by the customer. Typical delivery window is three (3) to five (5) days from the date we mail the kit. Actual delivery times may vary based on USPS performance, weather, holidays, and circumstances outside our control.

WE MAKE NO GUARANTEE OF DELIVERY TIMING. ESTIMATED DELIVERY WINDOWS ARE PROVIDED FOR INFORMATIONAL PURPOSES ONLY.

2.3 Risk of Loss on Outbound Mail Kits

RISK OF LOSS FOR OUTBOUND MAIL KITS TRANSFERS TO THE CUSTOMER UPON DEPOSIT WITH USPS. WE ARE NOT LIABLE FOR MAIL KITS THAT ARE LOST, STOLEN, DELAYED, MISDIRECTED, OR UNDELIVERED BY USPS.

2.4 Replacement Kits

If a Mail Kit does not arrive within seven (7) days of being mailed, we will, upon your request, send a single replacement kit at no additional cost. Subsequent replacement requests may be denied or charged at our sole discretion.

If you have selected Print Kit or Email Kit and have not received your label, you may contact us by phone at (630) 593-3510 to have the label resent.

2.5 Address Accuracy

You are solely responsible for providing an accurate, deliverable mailing address. We are not liable for kits mailed to incorrect addresses provided by you. Replacement kits sent due to incorrect customer-provided addresses may be denied or subject to additional fees.

3. Inbound Shipping (Customer Items to Us)

3.1 Method

All inbound shipments to us use prepaid FedEx shipping labels provided by us. Customers ship at no cost using these labels.

You may not use any other shipping method, including USPS, UPS, or any third-party courier, without our prior written consent. Shipments sent via unauthorized methods are at your sole risk, and we are not liable for any loss, damage, theft, or non-receipt.

3.2 Insurance Coverage and Declared Value

Shipments sent using our prepaid label are covered against loss or damage for up to $1,000 per shipment, subject to the Required Shipping Procedures and exclusions in our Terms of Service. If your items are worth more than $1,000, call us at (630) 593-3510 before shipping to arrange additional coverage.

3.3 Documentation Requirements

To support potential carrier claims and your own protection, you are strongly encouraged to:

• Photograph all items prior to shipment with clear, dated images
• Record video of the packaging process showing items being placed in the package
• Weigh items prior to shipment and document weights
• Retain shipping receipts and tracking confirmations
• Maintain documentation for at least 90 days after shipment

FAILURE TO MAINTAIN DOCUMENTATION MAY ELIMINATE OR LIMIT YOUR ABILITY TO RECOVER LOSSES FROM ANY CARRIER OR PARTY.

3.4 Risk of Loss

EXCEPT AS PROVIDED IN OUR GUARANTEE AGAINST LOSS (SECTION 5 OF OUR TERMS OF SERVICE), RISK OF LOSS FOR INBOUND SHIPMENTS REMAINS WITH YOU UNTIL THE PACKAGE IS PHYSICALLY RECEIVED AT OUR FACILITY AND DOCUMENTED IN OUR INTERNAL SYSTEM.

In the event of loss, damage, or non-delivery during transit:

• (a) For shipments sent using our prepaid label, our Guarantee Against Loss covers your items up to $1,000 per shipment, subject to the Required Shipping Procedures, valuation limits, and exclusions in Section 5 of our Terms of Service
• (b) To make a claim under the Guarantee Against Loss, follow the claim process in Section 5.7 of our Terms of Service; you may also file a claim directly with FedEx or any third-party insurer from whom you purchased additional coverage
• (c) We will provide reasonable documentation to support your claim upon request
• (d) Any payment is subject to the procedures, valuation limits, and exclusions in Section 5, and our overall liability is capped as set forth in Section 12

3.5 Packaging Requirements

You are responsible for packaging items securely. We recommend:

• Bubble wrap or padding for individual items
• A sturdy box (not just an envelope)
• Sealed with strong tape
• No identification of contents on the outside of the package

We are not liable for damage to items caused by inadequate packaging.

4. Package Receipt and Documentation

4.1 Receipt Process

Upon receipt of your package at our facility:

• (a) The package is photographed externally before being opened
• (b) The package is opened in a controlled environment with documentation
• (c) Contents are photographed before any evaluation begins
• (d) Each item is documented by type, karat, and weight
• (e) All records are retained as set forth in our Privacy Policy

You expressly consent to this documentation process. These photographs and records are retained for our internal use, dispute resolution, and legal compliance purposes.

4.2 Discrepancy Resolution

If the contents of your package differ materially from what was declared in your kit request or what is reasonably expected, we reserve the right to:

• (a) Adjust any offer accordingly
• (b) Reject the shipment in whole or in part
• (c) Photograph and document the discrepancy
• (d) Report suspected fraudulent activity to law enforcement
• (e) Refuse future service to you

Items found to be stolen, counterfeit, or otherwise unlawfully obtained will be reported to law enforcement and may be retained pursuant to applicable law.

4.3 Conclusive Documentation

Our photographs and documentation of received packages constitute conclusive evidence of the contents received. You expressly waive any claim that we received items not documented in our records, absent clear and convincing evidence to the contrary.

5. Offer and Acceptance

5.1 Offer Window

All offers are valid for exactly forty-eight (48) hours from issuance, as set forth in Section 7 of our Terms of Service.

5.2 Auto-Mail Check Policy (Incorporated by Reference)

THE AUTO-MAIL CHECK POLICY FOR OFFERS NOT RESPONDED TO WITHIN 48 HOURS IS SET FORTH IN FULL IN SECTION 7.3 OF OUR TERMS OF SERVICE AND IS INCORPORATED BY REFERENCE INTO THIS POLICY AS IF FULLY SET FORTH HEREIN.

In summary:

• (a) If you have viewed the offer page and do not respond within 48 hours, you expressly authorize us to mail a check for the offer amount to the address on file and complete the transaction
• (b) You waive any right to reverse such auto-acceptance
• (c) If you do not view the offer page, items will be returned to you at no cost after additional contact attempts

REFER TO TERMS OF SERVICE SECTION 7.3 FOR COMPLETE TERMS.

5.3 Acceptance of Offer

Upon your acceptance of an offer:

• (a) Ownership of submitted items transfers immediately to MailGoldOnline
• (b) You waive any further claim to the items
• (c) Payment is initiated according to your selected payment method
• (d) The transaction is final and binding

6. Declined Offers and Returns

6.1 Decline Process

If you decline our offer within the 48-hour offer window:

• (a) Submit your decline through the offer page
• (b) Items will be packaged for return shipment within five (5) business days
• (c) A FedEx return label will be generated and applied to the return package
• (d) You will receive an email notification with tracking information when the return is shipped

6.2 Return Shipping Cost

Return shipping is provided at no cost to you for declined offers.

6.3 Return Insurance

Return shipments are covered against loss or damage for up to $1,000 per shipment, subject to our Terms of Service, with signature required on delivery.

6.4 Risk of Loss on Returns

RETURN SHIPMENTS ARE COVERED AGAINST LOSS OR DAMAGE UP TO $1,000 PER SHIPMENT UNDER OUR GUARANTEE AGAINST LOSS (SECTION 5 OF OUR TERMS OF SERVICE). IF YOU ELECT TO RECEIVE YOUR ITEMS WITHOUT SIGNATURE REQUIRED, THAT COVERAGE IS VOID AND WE ARE NOT LIABLE FOR ANY LOSS OR DAMAGE IN RETURN TRANSIT.

In the event of loss or damage during return transit:

• (a) Return shipments are covered against loss or damage up to $1,000 per shipment, subject to the procedures, valuation limits, and exclusions in Section 5 of our Terms of Service
• (b) To make a claim, follow the claim process in Section 5.7 of our Terms of Service; you may also file a claim directly with FedEx
• (c) Any payment is subject to the valuation limits and exclusions in Section 5, and our overall liability is capped as set forth in Section 12
• (d) Market price fluctuations during return transit are not our responsibility

6.5 Return Address

Returns are sent to the address on file from your original kit request, or such updated address as you may provide during the decline process. We are not liable for returns sent to incorrect addresses you have provided.

7. Condition of Returned Items

7.1 Testing Methods

By submitting items, you expressly consent to industry-standard testing methods, which may include:

• X-ray fluorescence (XRF) analysis
• Acid testing (which may leave small, inconspicuous marks on a discrete area of metallic items)
• Magnet testing
• Density testing
• Weighing and measurement

We use non-destructive methods (such as XRF) whenever possible.

7.2 Customer Acknowledgment of Condition Changes

YOU ACKNOWLEDGE AND ACCEPT THAT:

• (a) ITEMS MAY SHOW MINOR ACID TEST MARKS AS DESCRIBED ABOVE
• (b) ITEMS MAY HAVE BEEN CLEANED, WEIGHED, SEPARATED FROM MOUNTINGS, OR OTHERWISE PROCESSED DURING EVALUATION
• (c) GEMSTONES AND NON-PRECIOUS COMPONENTS MAY HAVE BEEN SEPARATED FROM SETTINGS AND MAY NOT BE RETURNED UNLESS SPECIFICALLY AGREED IN WRITING IN ADVANCE
• (d) ITEMS MAY NOT BE RETURNED IN EXACTLY THE CONDITION THEY WERE SUBMITTED

YOU EXPRESSLY WAIVE ANY CLAIM RELATED TO CONDITION CHANGES RESULTING FROM STANDARD EVALUATION AND TESTING PROCEDURES.

7.3 Items Not Subject to Return

The following are not subject to return:

• (a) Items determined to be stolen, counterfeit, or obtained through fraud
• (b) Items the customer has expressly accepted an offer for
• (c) Items where the customer has failed to respond within the 48-hour offer window per Section 5.2
• (d) Items abandoned by the customer (no response to repeated contact attempts over a 60-day period)
• (e) Gemstones and non-precious components removed during evaluation, unless prior written agreement
• (f) Items lawfully retained by us pursuant to law enforcement action

8. Abandoned Items

8.1 Definition

Items are considered abandoned if:

• (a) Customer fails to respond to offer within 48 hours AND has not viewed the offer page, AND
• (b) Customer fails to respond to subsequent contact attempts via phone and email over a period of sixty (60) days from initial offer

8.2 Disposition of Abandoned Items

Upon items being deemed abandoned:

• (a) Title to the items transfers to MailGoldOnline at no cost
• (b) We may dispose of items at our sole discretion, including through refining or resale
• (c) You expressly waive any claim to abandoned items
• (d) Any subsequent claim to abandoned items must be made in writing within 30 days of abandonment

8.3 Unclaimed Property Compliance

Where required by Illinois unclaimed property law, the monetary value of abandoned items (if not previously offered to the customer) may be reported to the State of Illinois after the applicable holding period.

9. Claims Process for Lost or Damaged Shipments

9.1 How to Make a Claim

If your package is lost or damaged in transit, your claim is made directly with us under our Guarantee Against Loss. Report the claim in writing to support@mailgoldonline.com within ten (10) days of the date your items were shipped, and provide your packing video, drop-off receipt, tracking number, and any other documentation we reasonably request, as set forth in Section 5.7 of our Terms of Service.

9.2 Carrier Recovery

Because shipping labels are issued under our carrier account, any claim against the carrier is pursued by us. You agree to cooperate with any carrier claim, and any amount we recover from the carrier is applied as set forth in Section 5.4 of our Terms of Service. If you purchased additional third-party insurance for items valued over $1,000 under Section 5.5 of our Terms of Service, claims under that policy are made by you directly with that insurer, and we will provide reasonable supporting documentation upon request.

9.3 Limitation on Our Liability

OUR TOTAL LIABILITY FOR ANY LOST, DAMAGED, OR MISDIRECTED SHIPMENT IS LIMITED AS SET FORTH IN SECTION 12 OF OUR TERMS OF SERVICE, THE GREATEST OF (A) THE AMOUNT PAYABLE UNDER THE GUARANTEE AGAINST LOSS OR ADDITIONAL INSURANCE PROVISIONS OF SECTION 5, (B) THE TOTAL AMOUNT OF YOUR MOST RECENT TRANSACTION WITH US, OR (C) ONE HUNDRED DOLLARS ($100).

10. Fraud Prevention

We reserve the right to:

• (a) Refuse service to any customer
• (b) Cancel any transaction
• (c) Withhold payment pending fraud investigation
• (d) Report suspected fraudulent activity to law enforcement
• (e) Retain items pending investigation of fraud or theft claims
• (f) Share information with law enforcement and regulatory authorities as required by law

Suspected fraudulent insurance claims, misrepresentation of items, or other fraud will result in:

• (a) Immediate cancellation of the transaction
• (b) Denial of any claims
• (c) Refusal of future service
• (d) Civil action for damages and attorneys' fees
• (e) Referral to law enforcement

11. Disclaimer of Warranties

OUR SHIPPING AND RETURNS SERVICES ARE PROVIDED "AS IS" AND "AS AVAILABLE" WITHOUT ANY WARRANTIES OF ANY KIND, EITHER EXPRESS OR IMPLIED.

WE EXPRESSLY DISCLAIM ALL WARRANTIES INCLUDING:

• IMPLIED WARRANTIES OF MERCHANTABILITY
• IMPLIED WARRANTIES OF FITNESS FOR A PARTICULAR PURPOSE
• WARRANTIES OF TIMELY DELIVERY
• WARRANTIES THAT SHIPMENTS WILL BE FREE FROM LOSS, DAMAGE, OR DELAY
• WARRANTIES THAT CARRIER CLAIMS WILL BE SUCCESSFUL

NO ADVICE OR INFORMATION FROM US SHALL CREATE ANY WARRANTY NOT EXPRESSLY STATED HEREIN.

12. Limitation of Liability

The limitation of liability provisions in Section 12 of our Terms of Service apply in full force to this Shipping and Returns Policy.

TO THE FULLEST EXTENT PERMITTED BY LAW, OUR TOTAL LIABILITY FOR ANY AND ALL CLAIMS ARISING OUT OF OR RELATING TO SHIPPING, RETURNS, INSURANCE, OR LOSS OF ITEMS SHALL NOT EXCEED THE GREATEST OF:

• (A) THE AMOUNT PAYABLE UNDER THE GUARANTEE AGAINST LOSS OR ADDITIONAL INSURANCE PROVISIONS OF SECTION 5;
• (B) THE TOTAL AMOUNT OF YOUR MOST RECENT TRANSACTION WITH MAILGOLDONLINE; OR
• (C) ONE HUNDRED DOLLARS ($100).

WE SHALL NOT BE LIABLE FOR ANY INDIRECT, INCIDENTAL, CONSEQUENTIAL, SPECIAL, PUNITIVE, OR EXEMPLARY DAMAGES, INCLUDING BUT NOT LIMITED TO:

• RETAIL, SENTIMENTAL, OR APPRAISED VALUE OF ITEMS
• LOST PROFITS OR BUSINESS OPPORTUNITY
• EMOTIONAL DISTRESS
• MARKET VOLATILITY LOSSES

13. Force Majeure

We shall not be liable for any failure or delay in shipping caused by circumstances beyond our reasonable control, including:

• Acts of God, natural disasters, pandemics
• Carrier failures, delays, or service disruptions (USPS, FedEx)
• Government actions, postal service disruptions
• Cyber attacks or technology failures
• Labor disputes affecting carriers
• Any other circumstances beyond our control

14. Shortened Statute of Limitations

Any claim arising out of or relating to this Policy, including but not limited to shipping disputes, insurance claims, or return disputes, must be brought within ONE (1) YEAR from the date the claim arose. Claims not brought within this period are permanently barred.

15. Incorporation of Terms of Service

This Policy incorporates by reference the following provisions of our Terms of Service:

• Section 12 (Limitation of Liability)
• Section 13 (Indemnification)
• Section 15 (Shortened Statute of Limitations)
• Section 16 (Binding Arbitration and Class Action Waiver)
• Section 17 (Governing Law and Jurisdiction)
• Section 20 (No Private Right of Action)
• Section 21 (Severability)
• Section 22 (Survival)
• Section 23 (No Waiver)

In the event of any conflict between this Policy and our Terms of Service, the Terms of Service shall control.

16. Binding Arbitration and Class Action Waiver

ANY DISPUTE, CLAIM, OR CONTROVERSY ARISING OUT OF OR RELATING TO THIS POLICY, OUR SHIPPING SERVICES, OUR RETURN PROCESS, INSURANCE COVERAGE, OR ANY LOST OR DAMAGED SHIPMENT IS SUBJECT TO THE BINDING ARBITRATION AND CLASS ACTION WAIVER PROVISIONS IN SECTION 16 OF OUR TERMS OF SERVICE.

YOU WAIVE THE RIGHT TO:

• A JURY TRIAL
• PARTICIPATE AS A PLAINTIFF OR CLASS MEMBER IN ANY CLASS ACTION OR REPRESENTATIVE LAWSUIT
• BRING CLAIMS ON BEHALF OF A CLASS
• COMBINE OR CONSOLIDATE YOUR CLAIMS WITH ANYONE ELSE'S CLAIMS

THE OPT-OUT RIGHT IN SECTION 16.3 OF OUR TERMS OF SERVICE APPLIES TO THIS POLICY.

17. Governing Law and Jurisdiction

This Policy and any claims arising out of or relating to it shall be governed by the laws of the State of Illinois, regardless of your state of residence.

For any matter not subject to arbitration, the exclusive jurisdiction and venue shall be the state and federal courts located in Kane County, Illinois.

18. Severability

If any provision of this Policy is held invalid, illegal, or unenforceable, the remaining provisions shall continue in full force and effect.

19. Survival

The following provisions survive termination or cancellation of your relationship with MailGoldOnline:

• Section 3.4 (Risk of Loss on Inbound Shipments)
• Section 4.3 (Conclusive Documentation)
• Section 5.2 (Auto-Mail Check Policy)
• Section 7 (Condition of Returned Items)
• Section 8 (Abandoned Items)
• Section 11 (Disclaimer of Warranties)
• Section 12 (Limitation of Liability)
• Section 14 (Shortened Statute of Limitations)
• Section 15 (Incorporation of Terms of Service)
• Section 16 (Arbitration and Class Action Waiver)
• Section 17 (Governing Law)
• Section 18 (Severability)
• Section 19 (Survival)

20. No Waiver

Our failure to enforce any right or provision of this Policy shall not be deemed a waiver of such right or provision. Any waiver must be in writing and signed by an authorized representative of MailGoldOnline.

21. Changes to This Policy

We may update this Policy from time to time. Updated versions will be posted with a revised Effective Date.

Continued use of our services after any change constitutes acceptance of the revised Policy.

22. Contact Information

For questions about shipping, returns, or insurance: