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Ordering FAQ


Catalog Ordering
Q: I have more than one catalog from which I would like to order. Do I need to place one order from each catalog or may I combine them?
International Ordering
Q: Am I able to place an order or receive a catalog outside the United States?
Out-of-Stock Items
Q: What happens if an item is out of stock?
Password
Q: I forgot my password. What do I do?
Payment Methods
Q: Do you have any payment methods besides credit card?
Q: I do not feel safe giving my credit card over the internet. Can I place my order on hold and send you my credit card information by phone or fax?
Registration
Q: How do I register?
Shopping Cart
Q: If I leave the site and come back, will my shopping cart be remembered?
Wholesale? Retail?
Q: Is Fire Mountain Gems wholesale or retail?


Q: I have more than one catalog from which I would like to order. Do I need to place one order from each catalog or may I combine them?
A: We will gladly accept orders from multiple catalogs. You may combine any item from active catalogs into one order. When using Xpress Order, be sure to use the source code from the most recent catalog. Please note: if the expiration date on the back of the catalog has passed, those items may no longer be available through our web site.
Q: How do I register?
A: The steps to follow depend on your order status.

If you have never ordered from us before, or do not currently receive our print catalog, you will need to establish a new account.
  • Click on the "Login" link found in the upper right corner of this page.
  • Click on the ''Create Your Account'' button
  • Enter the required information, including your password of choice. You may also request a copy of our new Jewelry Maker's Catalog of Best Sellers, and manage your subscriptions to our email lists. Click on the "Create Your Account" button at the bottom of the page.
  • You've now established an account with Fire Mountain Gems and Beads.
If you have placed an order via telephone, or currently receive our catalog, you may need to lookup your account information.
  • Click on the "Login" link found in the upper right corner of this page.
  • Click on the ''Account Lookup'' button.
  • Enter your account number and zip code.
  • Click on the blue "Account Lookup" button found directly beneath the Zip Code field. This will return your account information from your previous order(s) or from your previous catalog request. If you receive an error message, please contact Customer Service using the link provided to Live Help or phone toll-free at (800) 423-2319.
  • Review the information returned and update it, as necessary. Please make sure to fill in your email address and create a password. Click on the green ''Update'' button at the bottom of the page. Your online account is now established.
Q: I forgot my password. What do I do?
A: Click on the "Login" link found in the upper right-hand corner of this page. Use the ''Forgot Password?'' link and fill in your complete email address. Click on the "Send" button. If the email address you provide is found in our system, your password will be sent immediately via email and you will receive a confirmation onscreen. If the email address is not found by our system, you will receive an error message. Please contact Customer Service for assistance using the link to Live Help at the top of the page or phone toll-free (800) 423-2319.
Q: Am I able to place an order or receive a catalog outside the United States?
A: Online orders are available to many countries outside the United States. View the list below to see which countries are restricted. View our Shipping Information page for details on international shipping. We are unable to reserve out of stock items on international orders.

Fire Mountain Gems and Beads is unable to ship to the following countries:
  • Ascension Islands
  • Afghanistan
  • Andorra
  • Belarus
  • Bouvet Island
  • Burma (Myanmar)
  • Cote d'lvoire (Ivory Coast)
  • Cuba
  • Falkland Islands (Malvinas)
  • Iran
  • Iraq
  • Liberia
  • Libya
  • Nigeria
  • North Korea
  • Palestine Autonomous
  • Russia
  • Somalia Northern Region
  • Somalia Southern Region
  • South Georgia and S. Sandwich Islands (Falkland Islands)
  • Sudan
  • Syrian Arab Republic
  • Zaire (Congo, Democratic Republic of)
Q: Do you have any payment methods besides credit card?
A: Fire Mountain Gems and Beads accepts PayPal online; the American Express Card worldwide; VISA, MasterCard and Discover credit cards issued by banks in the US, Canada, Mexico, Central and South America. You may also mail in a US dollar money order or create a wire transfer in US dollars.

Check by Phone service is available for checking accounts based in the US, on orders placed by phone through Customer Service. You will need to provide your bank name, account holder name, account number and routing number. You are also welcome to mail in your order with a personal check drawn on a US bank account.

Please note that prices are not guaranteed until an order has been entered into our system with a valid payment method accepted. C.O.D. service is no longer available.
Q: What happens if an item is out of stock?
A: If an item is temporarily out of stock when you place your order, the item will automatically move to a backorder status. Then, when we get that item back in stock, we will ship it to the shipping address on your account via first class mail at first class mail rates, compliments of Fire Mountain Gems and Beads. At the time of shipping, the credit card that was used on your original order will be charged for the products in the backorder.

If our vendor discontinues a product entirely, Fire Mountain Gems and Beads will cancel your backorder and proactively remove the product from the website, preventing unavailable products from being further advertised.

Depending on how long it takes us to get products from our vendor, we have set up intervals to send notifications via email regarding the status of your backorder:

30 Days: After the item has been on backorder for 30 days, we will send you an email that we are still maintaining a backorder for you and will list the items for your convenience.

60 Days: When the item has been on backorder for 60 days, the item will be automatically cancelled and we will send you a cancellation email notice. In this situation, we recommend that you check back frequently to see if the item, or an item similar to what you originally ordered is available.

At any point up until day 60, you may call or email customer service and request that the backordered item be held beyond the normal 60-day period, or ask that the item be immediately cancelled. For customers without an email address, we will mail a cancellation notice at the 60-day mark.

We unfortunately are unable to add new items to be shipped with backordered items due to the vagaries of our computer system. The backorder process is not currently available for our international orders. Customers may call Customer Service at any time to cancel any items being held on backorder.
Q: I do not feel safe giving my credit card over the internet. Can I place my order on hold and send you my credit card information by phone or fax?
A: Our website uses the highest standards of encryption software for internet security. If you still do not wish to place your order through our secure site, please email your order to us with a list of item numbers, description, quantity desired and prices. We recommend that you do not send your credit card number through regular email, as it is not encrypted and may be viewed by a third party as it travels the internet. In your email, please let us know how you would like us to obtain your payment information. Please do not cut and paste your cart, as our spam filter may prevent receipt of your email.

Our Live Help chat feature is another way to safely place an order online. Using this feature you can securely send your payment information.
Q: Is Fire Mountain Gems wholesale or retail?
A: We offer wholesale prices at quantity levels. The more you buy, the better the prices. We believe that: Value = good quality + a good price. While no company can be the lowest on everything it offers, we are lower than the vast majority of companies that we have compared. This includes companies that sell "wholesale" and companies that have "retail/wholesale/distributor" pricing. We invite you to compare our prices and our quality. We feel that you will find us on the top of your list for companies with which you want to do business.
Q: If I leave the site and come back, will my shopping cart be remembered?
A: If you are logged in to your Fire Mountains Gems account, items in your cart are remembered indefinitely, or as long as those items are available. If you are not logged in, your shopping cart items will be remembered for up to 365 days from your last cart visit, or as long as those items are available.

Products sold by Fire Mountain Gems and Beads® are intended for experienced jewelry-makers and designer-artists;
children 14 years of age or younger should use these products with adult direction.

Fire Mountain Gems and Beads, Inc. - One Fire Mountain Way, Grants Pass, OR USA 97526-2373
Copyright 2008-2014 Fire Mountain Gems and Beads, Inc. All rights reserved.