FAQ
1. What is the status of my order?
2. Will I have to pay customs duty or import tax on my shipment?
3. I am looking for a particular coin but I can’t find it on your website. Can you get it for me?
4. Can I update or add to my order?
5. How can I pay for my order?
6. I placed an order but did not receive a confirmation email.
7. My coin arrived damaged, incorrectly described, or was not the item I ordered. What do I do now?
8. Can I contact you by telephone?
9. How do you ship orders?
10. Can I have my order shipped by express mail?
11. What are your shipping and handling rates?
12. I would like to purchase coins in bulk. How can I do that?
13. Where can I find general information about your company?
14. What is the difference between uncirculated coins, specimen coins, and proof coins?
1. What is the status of my order?
Since our products are usually shipped from the country of origin, we ask customers outside of Turkey and Central Asian republics to please allow approximately 3-4 weeks for delivery. This time covers the processing of the order by our Customer Service representative and any unforseeable delays with shipping using international postal carriers. In rare cases we may offer products on our site that we do not yet have stocks of ready to ship, in these cases a note will be placed in the product description informing of any extra waiting time. In normal cases, however, if your product(s) have not arrived to you in three to four weeks please contact us.
Important note: If the shipped package is returned to us due to incorrect or incomplete address information supplied by the customer, Denge Coins may charge the cost of re-shipping the item. Please make sure that you provide a correct address and double-check it before placing your order. Thank you!
2. Will I have to pay customs duty or import tax on my shipment?
Customs duties and import taxes vary, depending on the country to which the product is being shipped. We recommend that you contact your local postal carrier for more information. Any customs duties and/or import taxes on items purchased through Denge Coins is the responsibility of the customer.
3. I am looking for a particular coin but I can’t find it on your website. Can you get it for me?
Yes, we would be happy to fill your custom order, provided that the coin(s) you request are from the countries we cover and we are able to procure them from our suppliers. While we cannot guarantee that the coin(s) you are interested in will be available, we will do our best to fulfill your order. Please contact us directly with your request.
At the moment, Denge Coins is able to fulfill custom orders on coins from Turkey, Kazakhstan, and Kyrgyzstan only.
As always, it is a good idea to subscribe to our mailing list. This way you will always know about our new arrivals and will be able
4. Can I update or add to my order?
This is not always possible, as all orders go through an automatic procedure (order processing, packing, dispatching). If you are placing a large order and you want to update it, please contact our Customer Service representative, and we’ll do our best to help you.
5. How can I pay for my order?
At the time, we only accept payments through PayPal. This means that you can use your Visa, Mastercard, American Express or Discovery Card to pay for your purchase. Unfortunately, our business model does not permit us to accept checks, wire transfers, or cash payments. This helps us ensure a secure experience for our customers and ourselves. Thank you for understanding.
6. I placed an order but did not receive a confirmation email.
Any orders made through the Denge Coins website should generate a confirmation email. If you believe you have not received a confirmation email, we recommend that you first check your email program junk mail folder. If the confirmation is not there, there may be a technical reason for the failed delivery. In this case please contact us to confirm that your order was received.
7. My coin arrived damaged, incorrectly described, or was not the item I ordered. What do I do now?
While we try to do our best to deliver impeccable service, sometimes mistakes happen. If your order arrived damaged or there has been a mistake with your order, please notify us immediately via this form. Please describe your situation and we will get in touch with you as soon as we can.
Please keep in mind that we are only able to refund or replace items if their security packaging (e.g. plastic capsule) is intact. For more details on our returns and refunds policy please see our Terms and Conditions.
8. Can I contact you by telephone?
We are working on introduce a toll-free telephone number for North American customers once the size of our customer base justifies it. For the time being, you can reach us via this form, and rest assured that our representative will get back to you in no time!
9. How do you ship orders?
All items are shipped by international registered mail. All our shipping rates include postal insurance.
10. Can I have my order shipped by express mail?
While this is not our regular practice, this may be possible in some cases. Please keep in mind that rates for international express mail can be high. If you require express delivery, please get in touch with us with details of your order.
11. What are your shipping and handling rates?
Below you will find our shipping rates. Please note that these are subject to change without prior notice. One coin (with packaging, certificates, etc.) can weigh between 50 and 150 grams. For orders over 2 kg, please contact our Customer Service representative via this form, as we offer special shipping rates to our bulk buyers.
Shipping Rates: Worldwide
Please Note: If you wish to have your order shipped to your work address, you must include the name of the company in the address information. We have had instances where the shipping information included the customer’s full name and the correct street address but it was returned as undeliverable because there was no company name and the street address was a large office building with many corporate tenants.
12. I would like to purchase coins in bulk. How can I do that?
We have special programs and discounts for wholesale customers. If you would like to purchase a large number of coins, please contact us.
13. Where can I find general information about your company?
You can find more information about Denge Coins by going to the About Us page.
14. What is the difference between uncirculated coins, specimen coins, and proof coins?
Uncirculated coins are brand-new coins that have never been in circulation. These are glossy and brilliant, but may have slight marks from the packaging.
Specimen coins are issued with the collector in mind. These are usually in better condition than ordinary uncirculated coins because they are produced and handled with more care. However, they are not as perfect and glossy as proof coins.
Proof coins, on the other hand, are uncirculated coins that have been carefully polished. They have a glossy finish and look more like jewels rather than like coins. Proof coins are always shipped in protective packaging (e.g. plastic capsules) and are usually supplied with certificates of authenticity.