Customer Service Ordering FAQ's

FAQ Table of Contents

Ordering from multiple catalogs

We will gladly accept orders from multiple catalogs. You may combine any item from active catalogs and the website into one order. If ordering from a catalog, please include the source code located on the back cover. Each catalog has its own source code and item prefixes. When you place your catalog order, you may notice a few variances in price. Prices are continually updated and may change after the catalog has printed. Our website always has the current prices.

View the printable order form(PDF)

Payment Methods

Fire Mountain Gems accepts Visa, American Express, Discover and MasterCard credit cards, as well as debit and gift cards with one of the major credit card logos affiliated.

We also accept PayPal online payments. This payment option can be selected from the My Cart page or on step three of the checkout process. When selecting PayPal you will be redirected to log in to your PayPal account. Verify the details of your order and make changes if needed. You will then continue through the process to return to the Order Review page on the Fire Mountain Gems and Beads site and apply any account credit you may have available, redeem a gift certificate or enter a valid promo code. After reviewing the order to ensure all details are accurate, submit the order for processing. You will know the order has been successfully submitted when provided with an order confirmation number and the items are removed from your shopping cart. Please note that once a PayPal order has been submitted, we are unable to make any changes to the order that would increase the cost of the original order total.

If you would like to mail your order, personal checks drawn from a US bank account and money orders in US dollars are accepted.

Wire transfer payments in US dollars are accepted for orders placed by phone, mailed to us or faxed in to 1-800-292-3473. All necessary wire transfer information will be provided to the customer once the order has been entered and the order total is available. There is a $15.00 transaction fee for all wire transfer payments and will need to be included in the amount transferred. We do not offer C.O.D. services.

Please note that prices are not guaranteed until an order has been entered into our system with a valid payment method.

For more information on payment methods, visit our "Want to Avoid Credit Cards?" page.

Wholesale vs Retail

We offer competitive wholesale prices to businesses and individuals alike. With our All Assortable Pricing tier structure, the more products you buy, the better the prices. This discount isn't based on how many of each item you order, just your total number of items ordered. Learn more about how All Assortable Pricing saves you money.

You do not have to obtain a license or permit to order wholesale quantities from us and there will be no sales tax applied to your order.

If you are a Platinum Partner and wish to obtain wholesale quantities, please contact your Platinum Partners Customer Service Representative:

US and Canada Platinum Partners Customer Service:
(888) 364-4378

International Platinum Partners Customer Service:
(541) 956-8240

Create an account

If you have never ordered from Fire Mountain Gems before, or do not currently receive our printed catalog, you will need to establish a new account.

Click on the ''Create Your Account'' button found on the upper right-hand corner of our website. Enter the required information, including your password of choice. You may also request a copy of our new Best Sellers Jewelry Supply catalog and sign up for Email Specials by checking the boxes below your information. 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!

After you have created an account, simply click Login located in the upper right-hand corner of the Fire Mountain Gems website.

Forgotten Password

Click "Login" found in the upper right-hand corner of the Fire Mountain Gems website. Use the ''Forgot Password?'' link to fill in your complete email address. Click on the "Submit" button. If the email address you provided is associated with a registered account in our system, you will receive a password reset link within 15 minutes to create or update the password for your account.

If the email you provided is not associated with a registered account, you will receive an error message. Please contact our Customer Service team for assistance by using the Live Help option at the top of the page or by calling (800) 423-2319.

Foreign Orders

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 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)

Save my cart

If you created and are logged in to your Fire Mountains Gems account, items in your cart are remembered on every device you are logged in to. However, if you do not login for 120 days, your cart may not still be saved and could have moved to a Favorites List with items that are still available.

If you have not created an account, your shopping cart can be saved for up to 30 days. However, your shopping cart and favorites are associated with a numeric identifier when not logged into an account, which is saved as cookies on your computer. If your computer deletes those cookie files within the 30-day period, your cart will no longer be saved.

Out-of-Stock Items

If an item is temporarily out of stock when you place your order, the item will automatically move to a backorder status. When the item is back in stock, it is sent to the shipping address on your order via USPS first class mail. At the time of shipping, the credit card that was used on your original order will be charged for the products in the backorder. There is only one shipping charge per order, so additional shipments for backordered items are at no charge to you.