Frequently Asked Questions
At Sterling Collectables we are here to assist you through every step of your shopping process to ensure it is exceptional. Whatever questions you may have you will find the answer here or by calling us directly at 800-636-4756.
Q. How do I contact Sterling Collectables?
A. We are more than happy to address any questions or concerns you may have. Use the form below to email us your questions about products, orders, store experiences, and more. We are also available by phone during our scheduled office hours.Office Hours:
Monday - Friday, 10am to 5pm EST.Phone:
SC INC 862 Pugh Rd Mansfield, OH 44903
Q. How quickly will my order be shipped?
A. We ship within one business day on in stock items. If an item is out of stock at time of purchase an estimated shipping time frame is provided on the product’s page as well as the order confirmation email. If we have any questions or concerns regarding your order you will be contacted by phone and/or email. Engraved orders may take up to an additional five to seven business days to process. Please note that during the months of November and December our order volume increases dramatically. During these months your order may take a few days longer to process.
Q. How to I check my order status?
A. You may view your online order status by signing into your Sterling Collectables account and clicking on “MY ACCOUNT”. Your order history as well as current order status will be listed for orders placed online. If you do not have an online account you may click the “View Order Status” link included in your order confirmation email. If you placed the order by phone or have additional questions concerning your order status please contact us.
Q. How do I track my package?
A. If you order has shipped you may track your package by clicking on the “Track Package” link included in your shipment notification email. You may also track your package by clicking on the tracking link listed on the order status page found under the “MY ACCOUNT” link. If you are having trouble tracking your package or you have questions concerning your shipment please contact us. We require that you make any claims of non-delivery within 30 days of the shipment date.
Q. How much is shipping?
A. Ground shipping is free within the United States on orders $30.00 & up. For orders up to $30.00 ground shipping is $4.94. We offer additional shipping methods such as USPS Priority Mail, USPS Express Mail, UPS 2nd Day Air, and UPS Next Day Air. For more information on these please visit our Shipping Information Page.
Q. Do you ship outside of the USA?
A. Yes, however, there are some limitations on what we can ship depending upon your location. Our website is not set up for international ordering at this time and as such you will need to contact us for assistance with your international order. We charge actual shipping, what the shipping carrier charges us, when shipping outside of the USA.
Q. Can you ship to a PO Box?
A. Yes, in most cases we can ship to a PO Box. In the rare event that we are unable to ship your order to your PO Box we will contact you.
Q. Do you ship to APO/FPO/DPO addresses?
A. Yes, in most cases we can ship to an APO/FPO/DPO address. In the rare event that we are unable to ship your order to your APO/FPO/DPO address we will contact you.
Q. What shipping carriers do you use?
A. We currently offer shipping via the United States Postal Service and the United Parcel Service.
Q. Do you charge sales tax?
A. We charge 7% Ohio Sales Tax only if the shipping address is in Ohio.
Q. What payment methods do you accept?
A. We accept Visa, MasterCard, Discover, American Express and PayPal for orders placed via our website or by phone. Paper checks and money orders may be mailed for orders placed by phone or mail.
Q. Do you have a printed catalog?
A. We send one catalog per year to active customers. If you would like to request a printed catalog and are not a customer please contact us. Please note that our website is the best source for selection, current availability and current pricing.
Q. Do you have promotions or offer coupons?
A. We do occasionally offer coupons and promotions on our website. These promotions or coupons, if available, may be announced on our website, by email or mailing. Promotions or coupons offered through third-party coupon sites are often invalid. We strongly advise against the use of third-party coupon sites as most of these sites are fictitious. We will not honor any promotions or coupons that are not expressly generated by us.
Q. What is your return policy?
A. Customers may return or exchange items purchased from us within 30 days after receiving delivery. Items returned or exchanged after 30 days from receipt will be subject to a 15% restocking fee. (To clarify, a refund will be given less 15% of the original purchase price.) Items returned must be in their original packaging and condition. Returns that do not meet these criteria will not be accepted for refund or exchange. Items will not be accepted for return or exchange after 60 days. Sorry, but we do not refund any shipping charges.
Q. How do I return an item?
A. When shipping a return please be sure to securely package item or items in a sturdy shipping box to ensure they arrive back to us in the same condition they were received. Please include a note or a copy of the original invoice so that we know if you would like a credit or to exchange for a different item. You are responsible for return shipping cost and may use any shipping service you prefer. Please properly insure your return and keep a record of the tracking number in the event the package is lost or mishandled. Please note we are not responsible for returned merchandise until it is delivered to us by your preferred carrier. Our return address is as follows:
SC Inc Attn: Returns 862 Pugh Rd Mansfield OH 44903
Q. There was a mistake on my order – how do I get it fixed?
A. In the rare event that we have made a mistake in regards to your order please contact us as soon as possible so that we may work with you to get it resolved. If you receive an item with a defect, we will send a prepaid return label to exchange the item. We do require that you notify us within 30 days of receiving your order to report any damage, defects, shortages, or incorrect items.
If you happen to make a mistake when placing your order we are more than happy to help you resolve the issue as best we can and as our return policy allows. Items that have been personalized with engraving are not returnable for refund or exchange. Depending on the item and type of material, there may be options for engraving the piece again – please contact us to discuss these potential options.
Q. I am having trouble logging in to my account – are you able to help me with this?
A. If you have forgotten your password and need to reset it you may click the “FORGOT PASSWORD?” link on the login page. If you no longer use the email address associated with your account or are having trouble resetting your password please contact us.
Please note that you may not have an online account even if you have ordered with us in the past. If you have previously checked out as a guest or have only ordered by phone an online account may not be set up yet. It is possible to have an “account” with us when placing an order by phone but not have an “online account” as they are two separate databases.
Q. Do you have ornaments for sale from past years?
A. We have an extensive catalog of past edition ornaments available. In stock items are shown on our website and organized via brand. You may also use the search feature of our website to locate available items as well. If you are having trouble locating a particular item please contact us. We keep an active want list and can contact you when an item comes available.
Q. Do you buy ornaments?
A. Yes, however, we only buy non-engraved ornaments in mint condition and prefer the ornaments have their original boxes and brochures where available. We will give you a fair quote based on the current market value. If the ornaments are as described, we typically send payment the same day of receipt. Please email us a list of Sterling Ornaments you would like to sell. Be sure to note if the ornaments have their original boxes and brochures. Keep in mind we only buy non-engraved ornaments in mint condition. If the ornaments are tarnished do not clean them, let us take care of the cleaning.
Q. How do I care for my sterling silver?
A. Sterling and silverplate ornaments, giftware, and tableware will tarnish due to oxidation when they come in contact with sulfur in the air. Tarnish formation is accelerated in a humid environment. Proper care and storage of your sterling and silverplate will prevent them from being damaged. Please visit our “Ornament Care” page for more information on proper care and products that will keep your collectables looking beautiful for generations to come.
Q. How does the engraving process work?
A. After you place your order we check your engraving details to ensure we have all necessary information and there are no errors. Should we have any questions or concerns we will contact you to clarify before engraving. All engraving is sized appropriately to fit your item unless you instruct us otherwise. We utilize a state of the art fiber laser for engraving. The fiber laser allows for clearer text whether small or large. Also, fiber lasers do not physically touch the surface they are engraving thus avoiding dents that can be caused by rotary engravers. After the engraving process is complete the engraver will polish the piece and ensure that everything looks good. The engraved piece will then be repackaged and shipped. Please allow up to an additional three to four business days for engraved orders to be processed. Please note that during the months of November and December our order volume increases dramatically. During these months your order may take a few days longer to process.
Q. Can I send in my own items for engraving?
A. If you already own a piece or even if you bought the piece elsewhere, we would be more than happy to engrave it for you. Please contact us so that our engravers our able to work with you on set up and pricing.
Q. Do you offer custom engraving?
A. We offer custom engraving on most items. Custom engraving is available for company logos, images, designs, and fonts. Please contact us so that our engravers our able to work with you on set up and pricing.
Q. Can I make changes to my order after placing it?
A. Once an order is placed via phone or online it goes directly into processing if all items are in stock. We maintain a very efficient order fulfillment process and as such we cannot always make changes once the order has been placed. Please contact us as soon as possible so that we can place your order on hold to make requested changes.
Q. Is my personal information kept private?
A. We do not disclose, distribute, sell, rent, lease, or share information about our customers unless it is specifically to process and/or ship orders. Please be assured that any information you submit to us will be held in confidentiality and will only be used in the completion of your order. To view our complete privacy statement please visit our “Privacy Statement” page.
Q. I found an item cheaper at a competitor – will you price match?
A. We attempt to match all competitors' prices. If you see an item for less somewhere else, please let us know!
Q. Is you website safe?
A. Your transactions with us are 100% safe. Period. We maintain strict security standards and procedures to prevent unauthorized access to your data. We use leading technologies such as secure socket layer (SSL) technology using 256-bit encryption, firewalls, and server authentication to protect the security of your data. Access to your account and your account information is protected by a password which you set. Our secure server encrypts all payment information when you make a purchase. This means that no one will ever gain unauthorized access to your private information.
You can confirm that your connection with us is secure by ensuring that there is a lock icon to the left of our web address in the browser URL field. Clicking on this lock icon will provide more information about the connections security.
Q. How do I edit my shopping cart?
A. You may edit your shopping cart at any time by clicking on “CART” and then “EDIT CART”. Here you can edit item quantities, delete items or delete your entire cart. To change the quantity of a particular item use the “-“ and “+” buttons on either side of the item quantity. To delete the item click the “X” button beside the item price. If you would like to delete your entire cart you may use the “DELETE ENTIRE CART” link included below the cart listing.
Q. How do I update my customer information?
A. Your online account information can be updated by logging in and viewing the “MY ACCOUNT” page. Click on the “Edit Information” account link and be sure to save any changes.
If you do not have an online account and would like to edit your account with us or are having trouble editing your online account please contact us.
Q. Do you keep a record of my order history?
A. All orders placed online will be saved in your online order history if you have set up an online account and have logged in before the checkout process. All orders placed by phone or without being logged into your online account will not be saved in your online order history. We keep a record of your complete order history, regardless of how the order was placed, on our in house database. You may contact us if you would like us to access this history for you.