You have Gold Exchange questions? We have answers
We've categorized questions below so you can easily scan and find answers to your gold exchange questions at every step of the process. Found your answer already? Get started with your free packet.
Collecting & Shipping
- What gold or platinum items are acceptable?
We accept all types of precious gold (10, 14, 18, 22, or 24 Karat) or platinum 900 and 950, including:
- Ankle Bracelets
- Belly Chains
- Charms, Lockets
- Dog Tags
- Necklaces & Pendants
- Religious Jewelry
- Charm Bracelets
- Diamond Bracelets
- Gemstone Bracelets
- ID Bracelets
- Tennis Bracelets
- Toggle Bracelets
- Anniversary Rings
- Braided/Woven Rings
- Children's Rings
- Class Rings
- Diamond Rings
- Engagement Rings
- Eternity Bands & Rings
- Gemstone Rings
- Men's Rings
- Mother's Rings
- Rolling Rings
- Toe Rings
- Wedding Bands & Rings
- Women's Rings
- Button Earrings
- Chandelier Earrings
- Clip-On Earrings
- Hoop Earrings
- Pierced Earrings
- Stud Earrings
- Class/School Pins
- Lapel Pins
- Organizational/Service Pins
Men's Formal Jewelry:
- Collar Stays
- Shirt Studs
- Tie Bars
- Tie Clips
- Tie Tacks
- Medical ID Bracelets
- Medical ID Pendants
- Pill Boxes
- Key Chains
- Money Clips
All Damaged, Broken Jewelry:
- Blank Ring Mountings without Stones
- Broken Links
- Lobster Claws
- Loose Clasps
- Loose Earring Backs
- Loose Findings
- Mismatched Earrings
- Single Earrings
- Spring Rings
- Tangled Chains
- Dental Gold
- Gold Flakes
- Gold Nuggets
- Scrap Gold
Not sure your item is acceptable? Ask a representative.
- What gold or platinum items are not acceptable?
We do not buy items that are new or appear to be new (i.e. contain price tickets or other manufacturing tags or tickets). We also do not accept investment metals (coins, bars, bullion, ingots) or timepieces (i.e. watches, pocket watches). To ensure you get the best possible price for these items, we recommend you visit another reputable source.
- What if my jewelry contains diamonds or other gemstones?
The payout value we offer you is based on gold or platinum content, only. We do not return or compensate for any diamonds or other gemstones that are set in your jewelry. You are welcome to (and should) remove the stones before you send the item to us. We may at our sole discretion return your merchandise if we determine the value of the stones to outweigh the value of the gold or platinum, but we are under no obligation to make such determination.
- How will my valuables be transported safely from my home to Kay Jewelers Gold Exchange®?
Your first step is to register and create an account with us. Choose how you want to send us your jewelry: whether you want to print your free UPS® insured shipping label immediately, or have us mail you a free UPS® insured shipping packet. Either way, you will immediately be assigned your unique transaction number and UPS® tracking number, and you'll receive an email confirmation. If you need assistance please contact us.
If you printed your label online, carefully pack your items and enclose a print-out of your email confirmation, in a sturdy, sealable padded shipping envelope or box, and affix your UPS® label. If you had your shipping packet mailed to you, follow the instructions provided with the packet.
When your package is ready to go, hand it to a UPS® driver, or drop it off at any UPS® location. You can find your nearest UPS® location, or by calling 1-800-PICK-UPS. If you prefer to have a UPS® driver come to your premises and pick up your package or call 1-800-PICK-UPS to schedule a pickup.
Please be sure your package is scanned by the UPS representative.
- How much will it cost me to ship my items to Kay Jewelers Gold Exchange®?
Absolutely nothing. Your UPS® shipping label or Kay Jewelers Gold Exchange® Packet comes at no cost to you. It's good for up to 10 business days, and you are under no obligation to use it.
- May I send my items by mail or using a private carrier other than UPS®?
We only accept items shipped by customers who have pre-registered with us online or over the phone, and have been assigned a unique transaction and barcode number. However, you may choose to use your own packaging rather than the envelope we have provided. In that case, please affix the UPS label provided and send the package to:
Processing Center 2
125 Logan Parkway
Akron, OH 44319-1188
- I live outside the United States. Can I still use Kay Jewelers Gold Exchange®?
At this time we accept gold and platinum only from residents of the United States with a street address (no post office boxes, please).
- How much material can I send?
No matter what you choose to send, we want to make it as easy as possible for you to get it to us. We will buy as much gold and platinum as you wish to send in a single shipment, not to exceed a maximum of $2,500 in payout value and not to exceed $7,500 in payout value during a 12-month period.
We will accept a maximum of four packages from any single address over a 12-month period. Maximum payout values and maximum shipping packages are inclusive of your participation in other gold exchange programs operated by SOI (Sterling of Ohio, Inc.) over a 12-month period. If you believe the total value of your items is more than $500, or if your shipment is large or bulky, please contact us to discuss special shipping arrangements and other considerations.
We are Patriot Act compliant - please be aware that certain transactions may be subject to specific Federal reporting and recordkeeping requirements.
- What about insurance... what if my shipment gets damaged or lost in transit?
Your prepaid UPS® shipping label is insured for $500 at our expense. If you believe the total value of your items is more than $500, please contact us to arrange for more insurance for your shipment.
- How often can I sell my gold or platinum jewelry?
We accept a maximum of four packages from any single address over a 12-month period.
- How will I know when my package has safely arrived at Kay Jewelers Gold Exchange®?
As soon as your package arrives, we will send you an email alert.
You can also track your package on our site using your email address and password; for assistance contact us. You can also track your package at UPS.com or call UPS® toll-free at 1-800-PICK-UPS (742-5877).
- What happens when my package arrives?
The initial unpacking and weighing of your gold and platinum will be documented by video webcam. You will observe your package - in the skilled hands of our knowledgeable, experienced Kay Jewelers staff, and be able to watch us remove everything you packed. It's almost as if you traveled to Kay Jewelers Gold Exchange® and delivered your items in person - but without leaving the comfort of your home or office.
- How do you determine the value of my jewelry?
We look at the purity, weight and market price of your gold and platinum jewelry when determining value.
Gold items are marked based on the number of parts-per-24 of pure gold; for example: 24 karat gold is 24/24th's (100%) pure gold, by weight. Gold is often alloyed (diluted) with other metals. (Gold alloys under 10 karat are unregulated in the U.S.) While pure gold is naturally yellow in color, gold alloys may be yellow gold, white gold, rose gold, green gold or other colors. White gold with rhodium plating is valued as gold; the rhodium content is negligible. Some gold jewelry designs incorporate multiple colors (two-tone gold, tri-color gold, etc), or multiple metals (gold with platinum or silver). The gold content is generally stamped on the gold jewelry. The most common gold designations are:
- 24 Karat or Kt or K (24/24th's gold), or 1.000 in Europe
- 22 Karat or Kt or K (22/24th's gold), or 0.916 in Europe
- 18 Karat or Kt or K (18/24th's gold), or 0.750 in Europe
- 14 Karat or Kt or K (14/24th's gold), or 0.585 in Europe
- 10 Karat or Kt or K (10/24th's gold), or 0.416 in Europe
Platinum items are marked based on the weight of platinum within an item; for example .950 platinum is 95% platinum, by weight. Platinum is often alloyed (diluted) with other metals. Platinum content is generally stamped on the platinum jewelry. The most common platinum designations are:
- 950 Platinum (95.0% platinum)
- 900 Platinum (90.0% platinum)
The price we offer you is based on precious metal content only (we do not return or compensate for any diamonds or gemstones that are set in your jewelry). See this FAQ for more information. Our prices change daily based on the London Fix.
- What is the "London Fix?"
The London Fix is the price at which gold is set during two daily bidding sessions in London. We update our prices daily at 10 a.m. EST.
- What is pennyweight and troy ounce?
Pennyweight (also written as "dwt") is how jewelers measure and value precious metals. A pennyweight is 1/20 of a troy ounce, and a troy ounce is 1.555 grams. It is not actually equal to the current American penny, but in fact comes from the Middle Ages when a British penny's weight was literally 1/20 of an ounce or 1/240 of a pound of sterling silver.
- How can Kay Jewelers Gold Exchange® assure the safety and security of my valuables?
We take security extremely seriously, and assume full responsibility for your valuables while they are on our premises. All deliveries are monitored using multiple surveillance cameras and are immediately logged into our system.
The initial unpacking and weighing of your items are documented by video webcam. Via video, you will observe your package in the skilled hands of our knowledgeable, experienced Kay Jewelers staff, and you'll be able to watch us remove everything you packed.Example of what your webcam video will look like
Your peace of mind is important to us, because you are entrusting us with your valuables. We will never leave your items unattended when they are not stored in our vaults. They remain in the same building throughout the entire process until you are paid.
Every item is weighed twice during processing. Our sophisticated system of checks and balances ensures we offer our customers the highest level of transparency in the industry, with cameras recording every critical step.
- How much will Kay Jewelers Gold Exchange® pay me for my items?
We use Three Critical Factors to determine the value of your items:
- The purity (karat value or percentage) of the gold or platinum;
- The weight of the item(s) - excluding any stones, pearls, etc;
- The market price of gold or platinum on the day of settlement, based on that afternoon's London Fix.
Our jewelers assay* your gold and platinum using the highest and most up-to-date standards that have been established by industry leaders. At Kay Jewelers Gold Exchange®, we use a process called "Touchstone Assaying" where the jewelry is scraped against a touchstone, and the streaks of metal left behind are tested using nitric acid.
* The process by which the content of your gold is determined. We use a method called "Touchstone Assaying," where the gold is scraped against a touchstone, and the streaks of metal left behind are tested using nitric acid.
- Can I find out how much Kay Jewelers Gold Exchange® will pay me before I receive my check?
As soon as your payment amount is determined, we will email you with the result. You are encouraged to log on to our site and review your detailed Kay Jewelers Gold Exchange® Settlement Report. You may also contact us if you have any questions.
- Can I redeem my Kay Gold Exchange gift card for cash or can it be used for payment on an account?
The Kay Gold Exchange Gift Card cannot be redeemed for cash unless required by law and this gift card cannot be used for payment on any credit account.
- How quickly will I receive my payment?
We issue a check when we process your valuables. If you choose to receive payment through Kay Gift Card, we will add 10% to your offer and send the card upon your approval.
- What if I am not satisfied with the payment amount?
Your satisfaction is our highest priority. If you change your mind about selling your material or are dissatisfied with the payment amount, you may cancel or reject the payment offer by SOI (Sterling of Ohio, Inc.) as outlined in the Material Return section of our Terms and Conditions. You may also contact us if you have any questions.