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Account Maintenance

Have questions regarding your Kitco account, or where to find transaction information? Our frequently asked questions on account maintenance will guide you updating your profile and navigate you through your online account.

  1. What is my Kitco Account Number? How do I locate it?

    Your Kitco Account Number is a unique number with which we identify your account. When you sign into your account, a welcome message with your Account Number appears at the top of the account screen.

    Can I add a relative or friend to my account or provide them access to it?

    Yes, you can add a relative or friend to your account and provide them access to it. However, you will need to submit specific documents to do this. For further information, please call 1 877 775-4826 or 514 313-9999.

    How do I change my account information?

    To change your account information, sign into your account using the top menu "My Kitco Account" link. Switch to the "My profile" tab and make the desired changes. Your changes will be saved once you click Submit.

    Where can I see my account balance?

    You can view your account balances by signing into your account. In the "Order History" table, at the top right corner, the following two amounts will be displayed, sorted by currency:

    • Balance of Cleared Funds, representing the total amount of money remaining in your account
    • Amount Outstanding, representing any balance that may be due on your account

    How can I see the details of my transactions?

    Sign into your account and click on a transaction number to see all details pertaining to that transaction.

    Where can I find the tracking number for my shipment?

    Sign into your account and click on a transaction number to see all details pertaining to that transaction, including the courier and tracking number (shown as the registered number) for any shipment that has been dispatched to you.

    Do funds held on my account accrue interest?

    No, funds held on account with Kitco do not accrue interest.

    How can I withdraw the funds on my account?

    Call 1 877 775-4826 or 514 313-9999 to request a refund of all or part of any funds on your account. Depending on your country of residence (or the location of your principal place of business), you may choose any of the following payment options:

    Mode of paymentU.S. and Canadian customersCustomers from other countriesService fee
    Check sent by regular mail*yesnoNone
    Check sent by courier*yesno$30

    USD or CAD bank wire sent to a bank in the USA or Canada

    yesyes$40
    USD or CAD bank wire sent to a bank outside the USA and Canada†yesyes$60
    GBP or EUR bank wire‡yesyes$60

     

     

     

     

     

     

     

     

     

    *Checks can only be sent for USD or CAD payments to US/Canadian residents.

    †All other checks, bank drafts and money orders are subject to a holding period of three business days from the date of receipt to ensure clearance.

    ‡Payments in GBP or EUR can only be made by bank wire.

    I cannot sign into my account. What should I do?

    Confirm that you entered your username/email address and password correctly, exactly as you did when you created your account. Passwords are case-sensitive, so confirm that your Caps Lock key is not inadvertently turned on. If you still encounter issues with signing in, please call 1 877 775-4826 or 514 313-9999.

    How do I reset a forgotten password? What should I do if I have forgotten both my username and password?

    To reset your password, click on the top menu "Reset Password" link and follow the step-by-step instructions issued by the system. If you have forgotten both your username and password, please call 1 877 775-4826 or 514 313-9999 for assistance. For security reasons, we cannot provide any sign-in information by email.

    Will I receive paper statements in the mail for each transaction I make?

    By default, Kitco does not send paper statements or invoices. Instead, we maintain a 24-month record of all your transactions online. You can easily view a printer-friendly summary of any transaction from this record by simply signing into your account.

    If you still wish to receive paper statements, please sign into your account, click the "My profile" tab, scroll to the bottom of the page, select "Yes" as your answer to the question, "Would you like to receive a paper statement?" and then click Submit.

    Will my account be closed if I no longer hold a balance on it or if I have not made a transaction recently?

    Kitco will close your account only if it has been inactive (i.e., if you have not bought or sold anything) for a period of five years and if there are no funds in the account. Once a Kitco account is closed, it cannot be reactivated. If your Kitco account has been closed, you will have to open a new account to buy or sell any products.

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