Question 1

How Does Ordering from J Frank Golden Online Work?

Accepted Answer

Orders placed on the site are submitted as memo requests.

We will fulfill your memo with the exact stone your ordered or, if that stone is not available, with a stone, or stone selection, of similar size, shape, color and quality. We cannot guarantee the exact stone shown on the site in every instance.

Your selection(s) will be shipped to you based on the method chosen at checkout. The memo is yours to use with your customer(s) for 15-days. After 15 days we ask that you return the items you are not keeping and we will invoice you for what you chose to keep. If all items are returned, you will only be invoiced for shipping.

Question 2

When Will I Receive My Order

Accepted Answer

Orders are typically shipped out within 24 hours of receiving them. If you place an order after 4pm EST it will go out the next business day due to the timing of our carrier pickup time. Our business hours are Monday - Friday 8am - 6pm EST. Receipt of your order will depend on the shipping option you chose. FedEx - 2nd day will be two days after your placed your order, etc.

Question 3

Will I Be Billed or Invoiced at Checkout

Accepted Answer

No. Online orders are submitted as memo requests. A memo is a 15 day period for you to work with our merchandise along side your customers in your store. After 15 days, we ask that you return the portion of the memo you do not wish to keep or report on your memos status. Once we know what you would like to keep, we will invoice you for those items. If you return the full memo, you will only be invoiced for shipping.

Question 4

What is a Memo

Accepted Answer

A memo is a selection of merchandise we will send to you to show your customer(s) for 15 days. We ask that you report on, or return to us, the items you do not wish to keep when the 15 day period is up. You may also receive a call from us asking the status of the memo. Once we've established what you are keeping and what is returned, we will issue an invoice for the items purchased.

Question 5

How Do I Order Multiple Quantities or Matching Sets

Accepted Answer

If not already designated as a matching set (pairs, trios, etc.), you will be able to change the quantity of items in your cart at checkout. There is also a space provided in your cart at checkout to communicate specifics to our order filler. Use this space to designate if you would like a selection based on items chosen or any specifics necessary for us to fill your order properly. Some items will require you to designate matching or not before you can add them to your memo. These are items such such as standard size stones. Items that are not one-of-a-kind.

Question 6

Why Can't I Add an Item to My Memo

Accepted Answer

The site requires that all option fields for the item have a selection chosen in each dropdown. See image below for visual reference. Once there is a selection in each dropdown, you can add the item to your memo.

This can be confusing especially when there are multiple choices for the same stone in the dropdown. An example might be - multiple color options for one stone. Just choose any of the options. The stone referenced will be the one you see and that is what we will fill the request from. We apologize for this inconvenience and hope to have this issue resolved in the near future.

Question 7

How do I reset my password?

Accepted Answer

It's easy to reset your password. Follow the outlined steps below.

While signed out of the website, go to the login screen by clicking on the "Log In" link in the top right of our website.

Once at the login screen, click on "Forgot Password" link.

This will bring up a reset password screen. Enter the email address you signed up with in the blank provided and click "Reset Password". If you are unsure what email address you used, please contact us for assistance.

After you submit the password reset you will see the "link was sent" screen shown below. Clicking on "Got It" will take you back to the Log In screen. You must go to your email and click on the "Change Password" link from the email sent to you. Before you can log in. See next step.

An email will be sent to the email address you signed up with. If you don't see the email, please check your spam folder. In the email click the "Change Password" button.

You will be taken to a screen where you can enter a new password. You must enter the same password twice. The password must be at least 6 characters long.

Once you have entered your new password and clicked "Save New Password", you will see a screen with a link the Home Page of our website. Click on this link and try to log in with your email and New password.

As always, we are an email or phone call away. Please contact us if you need assistance with your password reset.

Question 8

What are the details of the September Sapphire discount?

Accepted Answer

Our September Sapphire sale includes most, but not all, of the sapphires in our online inventory. All stones that are included are shown as marked down. If the stone you are viewing is not shown to be discounted then it is not part of the sale. The maximum discount is $1,000.00. The 10% rate is capped at $1,000.00. No other discounts or offers apply.

Question 9

Can I pay with Zelle?

Accepted Answer

Yes. J. Frank Golden & Associates now accepts Zelle for account payments. You will not be able to pay with Zelle directly through our websites cart process but through your Zelle or Mobile banking app.

Here's how to pay with Zelle:
In your mobile banking app or in the Zelle app, choose Send payment. Use our email address sales@jfrankgolden.com as the recipient. Follow the prompts provided by the app. Please include your J. Frank Golden account phone number in the notes section.

If you're not familiar with Zelle, here is a link to learn more:
What is Zelle

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