Frequently Asked Questions

Your physical gold is stored in our professional, insured vault facilities with state-of-the-art security systems. Each gram of gold is fully allocated to your account, meaning you own the physical metal, not a paper certificate. Our vaults are monitored 24/7 with armed security personnel and advanced surveillance systems.

Yes, all gold stored in our vaults is fully insured. We maintain comprehensive insurance coverage that protects your assets against theft, damage, and other risks. Your gold is protected from the moment it enters our vault until it's shipped to you.

Yes, you can view your gold balance in real-time through your secure dashboard. Once you log in, you'll see your current gold holdings, storage duration, and complete transaction history. All information is updated in real-time and provides full transparency.

No, there is no minimum storage period. You can store your gold for as long as you need - whether it's a few months or several years. There are no forced liquidation policies or minimum holding requirements.

Storage fees are calculated based on the duration your gold has been stored in the vault. The system automatically tracks storage duration from your first gold deposit. Fees are calculated using daily, monthly, or yearly rates (whichever is most cost-effective) and are only charged when you request shipment.

The exact rates are set by the administrator and are transparently displayed. You can view your storage duration and estimated fees in your dashboard before requesting shipment.

Storage fees are only charged when you request physical shipment of your gold. There are no upfront storage costs or monthly fees. You pay only for the time your gold has been stored, and payment must be completed before your shipment is approved and processed.

Yes, administrators can adjust storage fees if needed. If you believe there's an error in your storage duration or fee calculation, please contact our support team. Administrators have the ability to correct storage duration and adjust fees with proper documentation.

To request shipment, log into your account and navigate to "Shipment Requests". You'll need to:

1. Specify the amount of gold you want to ship
2. Provide your shipping address
3. Review and pay the calculated storage fees
4. Submit your request for admin approval

Once storage fees are paid and your request is approved, your gold will be prepared and shipped.

We ship to over 150 countries worldwide through our network of trusted, insured shipping partners. When you submit a shipment request, you'll be able to specify your destination address. All shipments are fully insured and tracked from origin to destination.

You can track your shipment in two ways:

1. Through your account: Log in and view your shipment status in the "Shipment Requests" section
2. Public tracking: Use the "Track Order" feature on our website with your tracking number - no login required

You'll receive real-time updates on your shipment's status, current location, and estimated delivery date.

Shipping times vary depending on your destination. Domestic shipments typically take 3-7 business days, while international shipments can take 7-21 business days. Once your shipment is processed and approved, you'll receive a tracking number and estimated delivery date. All shipments are handled with professional care and security.

We accept multiple payment methods for storage fees:

• Cryptocurrency: Bitcoin and other major cryptocurrencies for fast, secure payments
• Manual Payment: Bank transfers and wire payments with deposit proof upload

All manual payments are verified by our admin team before processing to ensure security.

Cryptocurrency payments are typically verified instantly through blockchain confirmation. Manual payments (bank transfers) require admin verification, which usually takes 1-3 business days. You'll receive a notification once your payment is verified and your shipment request is approved.

We use enterprise-grade security measures to protect your account:

• 256-bit SSL encryption for all data transmission
• Multi-factor authentication (MFA) for account access
• Regular security audits and penetration testing
• Compliance with international data protection regulations

Your personal information and account data are protected with the highest security standards.

You can reset your password using the "Forgot Password" link on the login page. Enter your email address, and we'll send you a secure password reset link. If you continue to have issues, please contact our support team for assistance.

Yes, you have complete access to your transaction history through your dashboard. You can view all gold deposits, storage duration, payment history, and shipment requests. All transactions are recorded with timestamps and can be downloaded for your records.

Getting started is simple:

1. Secure Gold creates your vault and emails an access code
2. Complete the identity verification (KYC) process
3. Deposit gold to your account (admin will process)
4. View your gold balance and storage duration in your dashboard
5. Request shipment when ready (after paying storage fees)

If you need help, our support team is available to assist you throughout the process.

No, you don't need an account to track shipments. Our public tracking feature allows anyone to track a shipment using just the tracking number. Simply visit the "Track Order" page on our website and enter your tracking number. However, creating an account gives you access to your full dashboard, transaction history, and the ability to request shipments.

You can contact our support team through:

• Email: support@securegold.com (typically respond within 24 hours)
• Phone: Available during business hours
• Contact Form: Visit our Contact page to send a message

Our support team is available Monday-Friday, 9:00 AM - 5:00 PM GMT, and Saturday, 10:00 AM - 2:00 PM GMT.