FAQs

General

Are the coins sold by TCC certified/Authentic?
Yes, all coins sold by TCC come directly from the manufacturer or mint and include their corresponding Certificates of Authenticity (CoAs). In cases where CoAs are not available, TCC provides a lifetime guarantee of authenticity. For graded coins, the condition and certification are provided by the Professional Coin Grading Service (PCGS), ensuring the highest standards of verification and quality.

What should I do if my coins do not match the description or images on the website?
While TCC strives to provide accurate images and descriptions, variations may occur due to the minting process. If you receive a coin that does not match the description or images, please contact us immediately to discuss the issue and explore available solutions.

Does TCC offer insurance for coin shipments?
Yes, TCC offers insurance for coin shipments. Purchasers of insured goods are entitled to reimbursement for loss or damage incurred during transit by the third-party delivery company. We recommend opting for insured shipping to protect your investment.

Shipping and Returns

How can I track my order?
Once your order is marked as dispatched/completed, we will send you a dispatch email containing a tracking link. You can use this link to monitor the status and location of your shipment until it arrives at your specified address. If you do not receive the dispatch email or have any issues with tracking your order, please contact us for assistance.

How are back orders handled?
If Bullion or Numismatic Coins are on back order, dispatch timeframes will be listed on individual product pages or communicated to you upon order confirmation. Delivery delays may occur due to factors beyond TCC’s control.

What happens if my insured goods are lost or damaged in transit?
Purchasers of insured goods are entitled to reimbursement for loss or damage incurred during transit by the third-party delivery company.

Can I cancel my order?
Non-bullion orders can be canceled by the purchaser for a full refund if TCC is informed within 2 hours of purchase and the goods have not been sent or packaged for delivery. Specific conditions apply as detailed in our T&Cs.

What is TCC’s return policy?
Change of mind refunds/returns on non-bullion products are accepted if the purchaser notifies TCC within 7 calendar days from receipt of goods, the goods must sent back by a tracked and fully insured method, and must be received without damage or tampering. A 12.5% nonrefundable restocking fee applies, and the original postage cost is forfeited.

Privacy and Information Collection

What information does TCC collect from customers?
TCC may collect personal information including but not limited to: your name, contact details, nationality, transaction history, payment information, IP addresses, phone numbers, and email addresses. This is done to fulfill regulatory requirements and enhance our services.

How does TCC use the collected information?
The collected information is used to conduct due diligence checks, monitor transactions for suspicious activities, improve our products and services, and communicate with you regarding your transactions.

Who does TCC share my information with?
TCC may disclose your information to AUSTRAC for transactions triggering the 10,000AUD threshold or suspected of being associated with terrorist activities, to service providers under strict confidentiality agreements, and to entities involved in business transfers or mergers.

How does TCC protect my personal information?
TCC enforces robust security measures including encryption, access controls, and secure third-party storage techniques to protect your personal information from unauthorized access, alterations, or disclosure.

How long does TCC retain my data?
TCC retains transaction records for seven years in accordance with AML/CTF regulations. This period may be extended as required by law.

What are my rights regarding my personal information?
You have the right to access the personal information we hold about you, request correction of inaccurate information, and object to certain uses of your information, subject to regulatory requirements.

How can I contact TCC for privacy-related concerns?
For any questions or concerns regarding this Privacy Policy or your personal information, please contact us at info@the-coin-chest.com.

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