Return and Refund Policy

Last Updated: April 16, 2026

This Return and Refund Policy explains when and how IRV.COM (operated by IRV, Inc.) accepts returns, refunds, and replacements for products purchased at irv.com. It is part of, and incorporated into, our Terms of Service.

Quick Summary

1. All Sales Final

Precious metal prices fluctuate continuously. To protect both IRV.COM and our customers, all sales are final once payment has cleared and the order has shipped. We do not accept returns or exchanges of precious metal products for reasons of buyer’s remorse, change of mind, market movement, or any other discretionary reason.

This policy is industry-standard for precious metal dealers (APMEX, JM Bullion, and similar dealers operate the same way). It exists to keep our prices low for everyone — not to be unfriendly. If you have any concerns about a product before you complete payment, contact us first.

2. Damaged Shipments

If your shipment arrives damaged, IRV.COM will replace the affected products free of charge or, at our discretion, issue a full refund of the purchase price.

What to do at the door:

• If the outer packaging shows obvious damage and the carrier requires a signature, you may refuse delivery. The package will be returned to us and we will contact you to arrange a replacement.
• If you accept the package, photograph the outer packaging before opening it. Then carefully open and inspect the contents.
• Do not discard any packaging materials until your claim is resolved. The carrier may require inspection.

Reporting window: You must notify IRV.COM in writing within seven (7) days of the date the carrier reports delivery. Reports made after this window may be denied.

What to include in your report:

• Order number
• Photos of the outer packaging (all sides), the inner packaging, and the damaged products
• Brief description of the damage

Submit reports to [email protected] or use the contact form on our Contact page. We will acknowledge your report within one (1) business day and either ship a replacement, issue a refund, or open a carrier insurance claim, depending on the circumstances.

3. Lost or Missing Shipments

All IRV.COM shipments are insured to their full value while in transit and require signature on delivery for orders above $500. Title and risk of loss pass to the customer upon delivery to the carrier (FOB origin), but IRV.COM will assist in resolving carrier claims for shipments that fail to arrive.

If your shipment is overdue:

• Confirm the tracking status with the carrier first. Many “lost” shipments are actually held at a local facility for signature.
• If the tracking shows delivered but you did not receive the package, check with neighbors and household members, then contact us.
• If the carrier confirms the package is lost, contact us within seven (7) days of the expected delivery date.

We will file a carrier insurance claim on your behalf. Once the claim is approved (typically 7–30 days depending on the carrier), we will replace the order or issue a full refund at your option.

4. Wrong Product or Quantity Shipped

If you receive a product different from what you ordered, or if the quantity is incorrect, contact IRV.COM within seven (7) days of delivery. Do not open or remove the affected products from their original packaging. We will provide a prepaid return label for the incorrect items and ship the correct order at no cost to you.

5. Manufacturing Defects and Authenticity

IRV.COM warrants that all products will be authentic and will meet the metal content, weight, and fineness specifications stated on the Site at the time of sale. If you believe a product is defective in manufacture or is not as described, contact us within thirty (30) days of delivery with photos and a description of the issue.

We will inspect the returned product. If the defect or discrepancy is confirmed, we will replace the product at no cost to you or issue a full refund. If the product is found to be as described and within manufacturing tolerance, it will be returned to you and the original sale will stand.

6. Order Cancellations Before Shipping

You may cancel any unshipped order at any time by contacting [email protected] or calling us during business hours. Once your order is canceled, your payment will be refunded in full to the original payment method.

Once an order has shipped, cancellation is not possible. Damage, lost shipments, and fulfillment issues are covered under the other sections of this Policy.

7. Custom-Minted Products

Custom-minted products (commemorative pieces, custom medallions, and any product produced from customer-supplied artwork or specifications) are non-returnable for any reason other than a manufacturing defect (see Section 5).

Once a custom order is approved by the customer and production begins, the order cannot be canceled. Deposits and design fees for custom work are non-refundable. The customer is responsible for the full purchase price upon completion.

8. How to Start a Claim or Return

1. Email [email protected] with your order number, the issue, and supporting photos. Or call us at 417-744-9999 during business hours (Monday–Friday, 8:00 AM–4:00 PM Central).
2. Our team will respond within one (1) business day with next steps.
3. If a return is authorized, we will provide a Return Authorization (RA) number and a prepaid return label.
4. Pack the products securely in their original packaging if possible. Write the RA number clearly on the outside of the package.
5. Ship to:
   P.O. Box 323
   Ozark, MO 65721
   (Please ship returns via USPS — P.O. Boxes do not accept UPS or FedEx deliveries.)
6. Once we receive and inspect the return, we will process the refund or replacement within five (5) business days.

9. Refund Method and Timing

• Refunds are issued to the original payment method whenever possible.
• Credit card refunds typically appear in 3–7 business days after we process them.
• Wire refunds are issued within five (5) business days and may incur a wire fee deducted from the refund.
• ACH refunds are issued within five (5) business days.
• Check refunds are mailed within ten (10) business days.
• Refunds are issued in U.S. dollars. IRV.COM is not responsible for any currency conversion losses incurred by the customer’s bank.

10. Things That Are Not Covered

The following are not eligible for return, refund, or replacement under this policy:

• Buyer’s remorse, change of mind, or dissatisfaction with market movement.
• Minor surface marks, milk spots, light scratches, or natural toning that are inherent to bullion-grade manufacturing.
• Custom-minted products outside of manufacturing-defect cases.
• Reports made outside the timeframes specified above.
• Products that have been removed from their original packaging unnecessarily, altered, or damaged after delivery.
• Products purchased from third-party resellers or auction sites, even if originally manufactured by IRV.COM.

11. Contact

For all returns, refunds, and replacement inquiries:

Email: [email protected]
Phone: 417-744-9999
Hours: Monday–Friday, 8:00 AM–4:00 PM Central

IRV, Inc. (d/b/a IRV.COM)
P.O. Box 323
Ozark, MO 65721

This Return and Refund Policy is incorporated into our Terms of Service. To the extent there is any conflict between this Policy and the Terms of Service, the Terms of Service control. IRV.COM may update this Policy from time to time; the version posted on the Site is the current version. IRV.COM is a precious metals manufacturer and dealer and is not a tax, legal, or investment advisor.