Account Maintenance FAQ
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To open a Kitco account for a business or trust, fill in and submit the relevant forms that can be downloaded from under “Open an Account” in the left navigation menu of our online store. As soon as your completed documents are received and approved by Kitco, an account will be opened for your business or trust. For further information, please contact our customer service call centre at 1-877-775-4826.
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.
Your Kitco Account Number, which is the same as your Customer ID 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.
There are two ways of creating an account:
- Online: When making your first purchase on our online store, if you are an individual customer, your account is created as you proceed through the check-out process. Alternatively, you may open an individual Kitco account by filling in and submitting the Individual Account Online Application Form.
- By phone: You can also make a purchase and open an individual account by calling 1-877-775-4826. The customer service representative who will process your order will also help you create your account.
U.S. and Canadian residents can place orders worth up to $20,000 as soon their Kitco account is opened. For larger orders, depending on their value, you require at least 15 or 25% of the total value of all open transactions in cleared funds on your Kitco account or cleared Kitco Pool. Residents of all other countries cannot place any orders without such cleared funds with Kitco or cleared Kitco Pool. That is why we recommend that you prefund your Kitco account. Doing so will allow you to place orders of your desired size at any time and take immediate advantage of favorable price movements. For information on funding your account, see How can I add funds to my account?
Sign into your account using the top menu “Sign in” link. Switch to the “My Profile” tab and make the desired changes. Your changes will be saved once you click “Submit.”
Account Operation
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:
- Balance of Cleared Funds represents the total amount of money remaining in your account, with indicating currency.
- Amount Outstanding refers to any balance that may be due on your account. The amounts are sorted by currency.
Sign into your account and click on a transaction number to see all details pertaining to that transaction. These details will include the courier and tracking number for any shipment that has been dispatched to you.
No, funds held on account with Kitco do not accrue interest.
Call 1-877-775-4826 to request a refund of all or part of any funds on your account. U.S. and Canadian customers can receive refunds by:
- A check sent by regular mail (no service fee)
- A check by sent FedEx ($30 service fee)
- A bank wire ($40 service fee for U.S. and Canadian dollar bank wires; $60 service fee for British pound and euro bank wires)
Customers from all other countries can receive refunds by bank wire only ($40 service fee for U.S. and Canadian dollar bank wires; $60 service fee for British pound and euro bank wires).
International customers can add funds to their accounts by bank wire only.
U.S. and Canadian customers can add funds to their accounts by any of the following methods:
- Bank wire
- Personal check*
- Business check*
- Certified check†
- Cashier's check†
- Teller check†
- Official check†
- Bank draft†
- Money order issued by a bank†
Customers using any method other than bank wire to add funds to their accounts may only send up to (and including) $10,000 per calendar month.
| * | Personal and business checks are subject to a holding period of ten (10) Business Days from the date of receipt to ensure clearance. | † | All other checks, bank drafts and money orders are subject to a holding period of three (3) business days from the date of receipt to ensure clearance. | Checks will be returned to you by Kitco if they are incorrectly written (with an incorrect or missing date, dollar amount discrepancies, incorrect spelling, missing signature, etc.). Your bank will return your check if there are insufficient funds in your bank account or if your bank account is closed or not traceable. Should this happen, you will be charged an administrative fee of $35 (USD for U.S. dollar amounts and CAD for Canadian dollar amounts). Checks returned by Kitco will be sent to you by regular mail. At your request, we can return your check by courier for a fee of $30 (USD for U.S. dollar amounts and CAD for Canadian dollar amounts). |
| Check payment instructions(for U.S. and Canadian customers only) |
|---|
Write your check as illustrated below: |
| U.S. customers should send their checks to: Kitco Metals Inc. 64 Lake Street, Suite 101 Rouses Point, NY 12979 USA |
| Canadian customers should send their checks to: Kitco Metals Inc. 620 Cathcart, Suite 900 Montreal, QC H3B 1M1 Canada |
Confirm that you entered your username and password correctly, exactly as you did when you created your account. Kitco usernames and passwords are case-sensitive. If you still encounter issues with signing in, please contact us on 1-877-775-4826.
To reset your password, click on the top menu Sign in link. On the Sign-in page, click on the “Forgot your 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 for assistance. For security reasons, we cannot provide any sign-in information by email.
If you are paying Kitco by bank wire only, then you cannot pay in multiple currencies but must pay in the transaction currency only. However, if all or part of your payment is being made with the funds on your account, then you can pay for a transaction in different currencies (the bank wire component of your payment would still need to be in the transaction currency only). Kitco accepts U.S. and Canadian dollars, Euros and pounds sterling. For further information, please call 1-877-775-4826.
Note that in all cases, payment must be initiated within one (1) Business Day of the placement of your order. Payments made by bank wire must be received by Kitco no later than three (3) Business Days from the date on which a transaction is booked. If we do not receive your payment by this deadline, Kitco may deem your transaction to be cancelled and you may be liable for market loss repayments and other fees, as described in our Online Store Terms and Conditions.
By default, you do not receive paper statements. If you do require paper statements, there are two ways of obtaining them. You may either print transaction statements yourself or request us to mail you a paper statement with each transaction. To do this, simply check the “Paper Statement” box during the check-out process, if you are a new customer. If you are an existing customer who wishes to receive paper statements by mail, sign into your account, click on My Profile, scroll to the bottom of the page. Click on “Yes, I would like a paper statement mailed to me” and click Submit.
Kitco does not close any account due to inactivity. However, we may deactivate your account and put it into a non-active state. If when you go to sign into your account you get a message saying your account has been deactivated, simply call us to reactivate.
No, Kitco does not report customer transactions to the IRS or the Canada Revenue Agency. It is your responsibility to research the tax implications of purchasing and selling precious metals and to file any documentation that may be required in your tax jurisdiction.
Website Security
Online security is one of Kitco’s top priorities. All your personal information, including your credit card number, name and address, is encrypted using industry-standard Secure Socket Layer (SSL) encryption. It cannot be read as it travels from you to Kitco. A handy way of confirming that the information you enter is indeed being encrypted is to check the address bar of your browser. Secure sites (like Kitco’s online store) use an https:// protocol instead of the more common http:// protocol. Your personal information continues to be kept securely once it enters Kitco’s possession. We deploy state-of-the-art measures to ensure that our customers’ data are protected against theft, loss, corruption, misuse, and alteration.
Yes, when using our online ordering system, a valid Visa or Master Card is required in transaction to lock-in a price. However, your credit card will not be charged for the amount of your purchase; instead, you must remit your payment to Kitco within one (1) Business Day.
Kitco has security measures in place to protect the loss, misuse and alteration of the information under our control. We use only the highest industry standard secure server (SSL) for transferring credit card information across the internet. All Kitco employees are aware of our security policies. Customer information is made available only to selected employees who require the information to process transactions.
Should you not wish to provide a credit card number online, you can place a transaction with one of our Customer Service Representatives. For further information, please contact our customer service call centre at 1-877-775-4826.