Frequently Asked Questions
Where are your offices located, what are your opening hours and what are the convenient public transport options?
Level 6, 88 Pitt Street, NSW 2001
Phone: 1300 361 261 or (02) 9231 4511
Fax: (02) 9233 2227
Opening hours: 08:30 a.m. to 5:00 p.m. every weekday
Transport link: Martin Place is the closest train station. Wynyard Station (Pitt Street exit) and St James Station are also conveniently located. Any bus stop in the vicinity of Martin Place is very close by.
Level 3, 40 St Georges Terrace, WA 6000
Phone: 1300 361 261 or (08) 9325 0888
Fax: (08) 9325 0889
Opening hours: 08:30 a.m. to 4:30 p.m. every weekday
Transport link: Perth Underground Station is the closest train station.
Hong Kong Office:
Unit G1, 5th Floor Kaiser Estate Phase 2, 47-53 Man Yue Street, Hung Hom Kowloon, Hong Kong
Phone: +852 3904 2148
Fax: +852 2774 1677
For all offices: email@example.com
If you have an account, you can purchase metal on our website 24 hours, 7 days per week. Opening an account with ABC Bullion is very easy and can be completed online in minutes. You will need your Driver's Licence, Medicare Card and Passport handy for ID verification.
Can I purchase metal from your offices?
Yes! You don't need an appointment or an account prior to visiting our offices. If you make a purchase in excess of AUD $4,999 you will need to open an account pursuant to Australian Law. We can assist you opening an account when you arrive, alternatively you can open an account online. Please ensure you have your Driver's Licence, Passport and Medicare ready as these are required for verification purposes.
Are there facilities for private transactions?
When you arrive in our Sydney office, most purchases and collections are conducted in our private consultation rooms.
Our Chief Economist Jordan Eliseo is located at ABC Bullion Sydney, so please feel free to speak with Jordan for precious metal market information. Jordan runs our Investor Centre, which is Australia's leading precious metals investment portal. Along with John, Account Executive, Jordan also has a wealth of information on investment in precious metals with your SMSF (Self Managed Superannuation Fund).
Do I need any forms of identification to make a purchase?
If you attend our office and purchase metal up to $5,000, personal identification is not required . There is a limit of $4,999 per person per 24 hours.
If your purchase is over $5,000 we require you to have an account, and therefore, require personal identification.
Know Your Customer (KYC), domestic and international anti-money laundering requirements, which involve having government issued photographic documents for all clients - whether buying or selling - actually helps to protect you. It means we can greatly reduce the risk of inauthentic coins and bars entering the market.
To open an account with ABC Bullion, we may request details of your Driver's Licence, Passport and Medicare card, to verify your identify. This is required under the Anti-Money Laundering and Counter-Terrorism Financing Act 2006 (Cth) (AML/CTF Act).
If you do not have an account, you can create one via our online portal. It is a very quick and easy process.
Should you wish to know more, please contact our Account Executive Team on 1300 361 261 alternatively, you can send an email.
How do I open an account with ABC Bullion?
Simply complete the appropriate online application. It is a very efficient process that takes a few minutes to complete. You will need to enter details found on your:
- Driver's Licence
- Medicare Card
Due to the Anti-Money Laundering and Counter-Terrorism Financing Act 2006, your identity is verified via an external company, VEDA. ABC Bullion is then advised within seconds of the result of your verification and we instantly notify you that your account is open; or if required, a request for further identification documents.
We can open an account for you at our Sydney or Perth offices. Please ensure you bring the following forms of identification to ensure we complete the process as efficiently as possible:
- Driver's Licence
- Medicare Card
If you require further information, please call our Account Executives on 1300 361 261 or via email.
What are the methods of payment available?
In Store Payment options available:
- Credit Card - Visa or MasterCard (American Express and Diners are not accepted). There is a 2.2% surcharge on all credit card payments. For security reasons you will also be asked to provide photographic ID when paying by credit card.
- Cheque - funds will need to clear in our bank account (this takes up to 4 business days). This includes bank issued cheques before metal is ready for collection/delivery.
Internet Payment options available (your invoice will be emailed to you after you have confirmed the order online):
- BPAY or EFT (electronic transfer); however funds will need to clear in our bank account before metal can be collected/delivered (this can take up to two business days).
- Credit Card - payments are processed via BPoint (an additional 2.2% is charged).
Unfortunately, PayPal is not available.
Self Service Online Payment
Please pay by credit card using BPoint by following the link on your invoice (especially useful for storage payments). An additional 2.2% credit card surcharge is applied.
Credit Card (First Time Payments)
For security reasons, any orders placed on a newly created ABC Bullion account and paid for using a credit card are held for at least five days before ABC Bullion ships the metal out (if the client has chosen the delivery method).
You can pay into our Commonwealth Bank account at any branch. Our account details and your reference number is printed on your invoice above the BPAY details.
Should you require any further information please call on 1300 361 261 alternatively email and your Account Executive will promptly respond.
What are your Bank Account details?
If you wish to pay via EFT (direct transfer), our Commonwealth Bank account details are:
Australian Bullion Company (NSW) Pty Ltd
BSB: 062009 Account Number: 10716952
Swift Code for International Payments: CTBAAU2S
How do I sell my metal to ABC Bullion?
Selling metal from your storage account
If we hold your metal in storage, you can easily sell it by logging in to your ABC Bullion account online and following these simple steps:
- Navigate to your Portfolio Summary or Metal Holdings page. Here, you will be able to view which metal(s) you have in storage with ABC Bullion.
- Click the ‘Sell’ button for the corresponding metal and input the quantity or dollar value (for pool allocated metal) you wish to sell.
- Once the item has been ticked, click on ‘Add to cart’ and that item will be added to your sell cart. Click on ‘View Sell Cart’ in the top right corner once all items you wish to sell have been added.
- You will be taken to the Sell Cart page. Click on ‘Proceed to Sell’.
- Please ensure you have read our terms and conditions, then tick the box next to “I have read and agreed to terms and conditions”. Click on ‘Confirm Sell Order’.
- For added security, a pop up notification will request that you input your password again. Type in your password, and then click ‘Submit’.
- Your contractual agreement to sell with ABC Bullion has been confirmed and the pricing has been locked in. The final step is to click on ‘Complete Order’. ABC Bullion will email you a Purchase Order within 24 business hours to finalise payment to your nominated bank account.
Alternatively, you can give us a call on 1300 361 261 and one of our friendly Account Executives will be happy to assist you with the buy back of your metal holdings.
Selling metal in your physical possession
If you have the bullion in your possession, please bring it to our Sydney or Perth offices (or by prior arrangement at our group's offices in Melbourne and Brisbane) where an Account Executive will give you a buy back price (based on the spot price at that time) for your metal.
Selling metal stored at Custodian Vaults
As a service to our ABC Bullion clients who store bullion at our sister company Custodian Vaults, we will happily facilitate the purchase of your bullion directly from Custodian Vaults.
Typically, the client needs to be selling a minimum of 10 ounces of gold or 5 kilograms of silver for an ABC Bullion Account Executive to assist with the buy back at Custodian Vaults. Any amount under this minimum weight will need to be brought to our office on Pitt St by the client to be sold there.
To arrange a buy-back at Custodian Vaults:
- Please contact ABC Bullion to arrange an appointment at Custodian Vaults (please call 1300 361 261 or 02 9231 4511, or email firstname.lastname@example.org).
- An Account Executive from ABC Bullion will meet you at Custodian Vaults at the pre-arranged time.
- The Account Executive will then verify your bullion, and process the purchase.
- Once your Account Executive has raised a Purchase Order, a contract is entered into and cannot be reversed. We will ask you to sign the form and to provide us with your bank account details. Please note that we cannot make payments to third party accounts, so the bank account name needs to match the name of the person or entity (company, trust, SMSF, etc.) selling the bullion.
In all instances, a Purchase Order is raised and the price is locked in.
Our buy back pricing is updated every 5 minutes, to most accurately reflect the current international market prices for gold, silver, platinum and palladium. ABC Bullion prices for gold, silver, platinum and palladium are sourced from independent pricing sources, primarily FastMarkets, a globally recognised provider of precious metal pricing information.
Once your Account Executive has raised a Purchase Order, a contract is entered into and cannot be reversed. We will ask you to sign the form and fill out your bank account details – bank account name, BSB, and account number – so that our accounts team can transfer the funds directly to your bank account. Please note that we do not make payments to third party accounts, so the bank account name needs to match the name of the person or entity selling the metal.
All Purchase Orders received before 3:00 p.m. Sydney time weekdays will be processed on the same day.
Unfortunately, we cannot provide cash or issue cash cheques.
Why are the selling and buy back prices different?
The difference between our sale and our buy back price is called a 'spread'.
These prices are different to allow for different trading and handling costs associated with us selling and buying precious metals. Like any trader, we make a small margin on sales of bullion, and we make a small margin on bullion we buy back.
I have forgotten my client code, how can I find it?
Due to the Australian Privacy Principles and our high level of security to protect your investment, please click on 'Forgot Client Code?' which will send a notification to your Account Executive, who will promptly contact you.
If it is easier, please phone us on 1300 361 261 and after verifying your identity, we can provide these details extremely quickly. Our phone lines are open 08:30 a.m. to 5:00 p.m. Monday to Friday. Alternatively, you can always email us.
I've forgotten my password, how do I reset it?
If you've forgotten your password you can re-set it via our website.
If you have not logged on before on our website, your Account Executive will need to activate this function - please contact us on 1300 361 261 or via email.
How do I update my personal details?
In order to update your personal details such as your residential or mailing address, we will require you to contact your Account Executive on 1300 361 261 who will ask you to email new identity documents via email.
We will ask you personal details over the telephone to ensure security of your account and investment.
Can I send someone to collect an order on my behalf?
Yes, if that person is an Operating Authority on your account OR if they have been added to your account as a Collection Authority. In both examples your nominated collection agent must bring their driver’s license and medicare card to collect. We must verify all persons associated with your account.
If you require assistance, please contact your Account Executive on 1300 361 261 or via email.
How long will you hold my bullion for me?
Generally, ABC Bullion will hold your metal for 14 business days from the date that your payment clears. We do ask that you make arrangements to collect at your earliest convenience. Whilst we will attempt to contact you and remind you to collect, please let us know if you are having trouble getting in to us. We realise that you may be busy and coming into the showroom might not be convenient in this timeframe. Just give us a call if you are going on holiday, etc. and would like us to hold onto it a bit longer.
Storing your metal adds additional costs but we can also arrange for delivery (at a fee) or assist you with moving it into a safety deposit box. You may like to look at our sister company Custodian Vaults when considering your storage options and charges.
How much is the shipping/delivery charge?
Secure Delivery To Your Door
We have clients all over the country, so we understand the importance of a delivery service which can get your investments to you quickly and securely. We send all parcels out the next working day after your payment clears (Monday - Thursday). In most cases, your parcel will be received the day after this - two working days after your payment clears.
We use a simple system to get your purchases where you need them.
All parcels are calculated at $25 per kilogram (or part thereof) nationwide including GST.
- Orders over $20,000 are split into 2 or 3 parcels and sent on separate days
- All parcels are sent via StarTrack except for individual products valued at over $20,000 or order of 10kgs or greater of silver (quoted separately)
- Orders over $60,000 will be quoted separately and delivered by secure courier
- You will be emailed a tracking number so you can track your order
- Your parcel will be sent out the day following your full payment clearing
For your peace of mind, all parcels we deliver include full insurance cover, to protect your investment, however far it needs to travel.
This is calculated at 1% of the purchase price of your product.
|1 x 1 oz ABC Gold (valued at $1580)||$25||$15.80||$40.80 (inc GST)|
What are your Storage options?
We have four different storage options available to you. These are:
Pool Allocated Storage
Store metal free of charge, in a pool allocated bullion account.
Pool allocated metal has not been fabricated into a bar or coin, therefore it trades as close to the spot price as possible for a private investor. Your investment is backed by physical metal (we buy every gram on your behalf) but you save costs such as barring, storage and transport.
If you decide that you would like your pool allocated metal to be turned into a coin or a bar (i.e. allocated metal) it is easily arranged for a small ‘barring fee’.
Available for all standard bullion products.
The bar/s you purchase are held in storage with us, alongside with other products in storage. If you withdraw them, you may not get the very same product/s you placed into storage, but you will receive exactly the same size, brand, type and most importantly, value.
Should you wish to withdraw your bars please allow 24 hours notice for them to be retrieved from storage and made available.
Available for products that are stamped with a unique bar identity number and therefore can be allocated specifically to you. If you withdraw the bar/s you will get back the exact same bar you placed into storage, and will always have a record of the unique bar identity number allocated to you.
For your peace of mind, you can arrange to view your holdings in our offices with 48 hours notice. This allows us to retrieve them from storage and make them available to you for inspection.
Safety Deposit Box
ABC Bullion’s sister company Custodian Vaults is now open at 74 Castlereagh Street, Sydney.
Custodian Vaults is a purpose-built facility featuring cutting edge technology and 24/7 security monitoring. To secure your safety deposit box with Custodian Vaults please book a tour!
To arrange any storage option, please contact our Account Executives on 1300 361 261 or via email.
Can I view my storage account and metal holdings online?
Yes, you are able to view your metal holdings online. Simply log in to your account, click on the tab with your name in the top right corner, then go to the ‘Metal Holdings’ tab. Your metal holdings are categorised into the different types of metal you have in storage with ABC Bullion (i.e. Gold, Silver, Platinum and Palladium).
Here, you are able to view the weight (in both oz and kg) of your metal, along with the portfolio value of your metal at that time (based on the ABC Bullion spot price). Your Gold Saver holdings will be shown seperately. For easy readability, your metal holdings are also represented in column graphs as well as in percentages.
How often do you send out storage statements and audit reports?
Storage statements and storage invoices, along with audit reports, are on our website and are automatically sent out quarterly.
ABC Bullion has appointed RSM Australia, a market leading accounting firm, to independently audit all our physical metal holdings every quarter. This includes the pool allocated, secure and premium bullion that we store on behalf of our clients.
If you have any questions regarding how ABC Bullion manages your storage, the auditing process or if you would like to discuss further, please contact your Account Executive on 1300 361 261 or via email.
Can I store metal with ABC Bullion if I do not have an account?
Whilst you aren't able to store your metal with ABC Bullion without an account we do have a storage solution for you. Our sister company Custodian Vaults offers a secure, discreet and affordable storage solution, not only for your bullion but for all your other precious items as well.
Safety deposit boxes start from as little as $21 per month! What are you waiting for? If you have any questions please contact either the ABC Client Service Team or Custodian Vaults directly on (02) 9011 7355, or visit their website custodianvaults.com.au
Why Choose Custodian Vaults?
Sydney's premier safety deposit box facility, Custodian Vaults is dedicated to delivering its clients unrivalled service and security. Custodian Vaults is a purpose built facility featuring cutting edge technology and monitoring by an on site security guard.
Custodian Vaults provides a unique experience to each of our clients by delivering the highest levels of security, discretion and service during every visit.
In the heart of Sydney's CBD, Custodian Vaults is conveniently located on Castlereagh Street, with hours to suit our clients. Backed by industry leaders ABC Bullion and Pallion, Custodian Vaults is your easiest way to store bullion, documents, hard-drives and other precious possessions.
At Custodian Vaults, the items that you can choose to store in your safety deposit box are limited only to the size of the box that you choose. Common items that are stored include gold and silver bullion, rare coins, important and confidential documents, jewellery, diamonds, precious stones, family heirlooms, photographs, passports and birth certificates, sentimental items, along with data and backup drives. Ultimately, anything that holds value for you is worth keeping safe.
If you have any questions regarding the storage of any item or which size box is most suitable, we will be more than happy to help.
Save time and money! When you buy your bullion from ABC Bullion we'll transport your bullion to Custodian Vaults at no charge.
What is the spot price?
The spot price is the current trading price of the metal as listed on the metals exchanges, which we use as a benchmark for our pricing. The spot price is based on huge, bulk orders of bullion and doesn't take into account the cost of making the metal into coins or bars, transporting it, storing it or retailing to the investor.
How often do you update your prices?
Our prices are live and updated on a continuous 5 minute cycle.
On our website we have a countdown timer until the next cycle. Live prices are available on all products your can purchase from ABC Bullion.
If you require any further information, please contact our Account Executives on 1300 361 261 or via email.
Can I lock in a price for metal?
Yes! If you are an account holder you can place an order online 24/7, 365 days a year or during our business hours by calling our Account Executive team on 1300 361 261.
Just remember that once you have locked in the price and confirmed your order or purchase order you are then bound by the Terms of Business. Please ensure you have sufficient funds to cover the purchase before you agree to go ahead with it.
Can I cancel or change an order or buy back of metal?
Unfortunately, when you instruct us to either sell or buy metal, once the confirmation button is pushed, a legal and binding contract is formed. Under Australian Consumer Law - and as with any consumer contract - you cannot cancel a contract if you change your mind. There are certainly protections afforded as a purchaser under Australian Consumer Law, but cancelling a contract due to changing your mind is unfortunately against current legislation.
Pursuant to our terms and conditions, once you agree to the current price being the offer, and, you accept, a contract is formed.
As a supplier, we must also adhere to legislation and cannot cancel a contract when a client changes their mind.
We strongly recommend you read our Terms of Business to familiarise yourself with our processes.
If you require any further information, please contact your Account Executive on 1300 361 261 or via email.
What is a Troy Ounce?
A Troy Ounce is an imperial measure and used to gauge the mass of precious metals.
There are 31.1035 grams in a troy ounce, and 32.15 troy ounces in 1 Kilogram.
A Luong is 37.5 grams and is traditionally traded in Asian markets.
What is the difference between ABC Bullion and PAMP brands?
ABC Bullion is our own brand of precious metals, stamped with our ABC Bullion logo. ABC Refinery, the exclusive manufacturer of ABC Bullion branded products, is the only independent LBMA accredited gold refinery in Australia, attesting to the quality and purity of our gold. ABC Bullion has been trading continuously for over 40 years in Australia and now, internationally with offices in Hong Kong and China (SAR). Our excellent reputation is continually increasing demand for our products which are traded domestically and internationally.
ABC Bullion has just released our first signature collection - The Eureka Range. Since launching, we have had an unprecedented demand for this exclusive range.
PAMP products are refined in Switzerland and stamped with the PAMP trade mark. PAMP is an internationally recognised product and all products come with an assaying certificate.
Both brands are of investment grade standard and are traded domestically and internationally.
Do your products come with a certificate?
ABC Bullion is now pleased to offer individual certificates of authentication with all our 1kg ABC Bullion gold and silver cast bars, which are also serialised. These certificates, which specify the individual bar numbers, weight, origin and metal fineness, give you even greater certainty regards the purity of our investment grade precious metal bars.
Our Eureka Signature range are wholly produced at our ABC Refinery and are minted from metal sourced wholly in Australia. Each bar is individually serialised and sealed in protective ABCeal™ packaging, guaranteeing origin, assayed fine previous metal content, weight and quality.
We have chased to accompany certificates with these particular bars initially, to assist SMSF clients with their auditing requirements. You can however, be guaranteed that all ABC Bullion bars adhere to the strictest of standards and testing.
ABC Refinery, the exclusive manufacturer of ABC Bullion branded products, is the only independent LBMA accredited gold refinery in Australia. ABC Refinery has also been awarded the National Association of Testing Authorities (NATA) accreditation. These are both world recognised accreditations, attesting to the quality of all ABC Bullion bars.
All PAMP bars are individually numbered and come with assay certificates. Certificates can be separate to the product or as part of the packaging. Most smaller PAMP minted bars are supplied in packs known as CertiCards. These are tamper proof and have several security features.
What is the difference between Allocated and Pool Allocated metal?
The ABC Bullion Pool Allocated metal (previously known as unallocated) product range is the perfect choice for new precious metal investors and regular traders. Rather than buying a specific physical bar, investors in ABC Bullion’s Pool Allocated products buy a 'share' in a pool of gold, silver, platinum or palladium, managed by ABC Bullion on behalf of all our clients in the pool. You can either buy by dollar value (parts of an ounce) or by whole ounces. There are a number of key benefits to our Pool Allocated products, including:
- Free storage
- 100% backed by physical metal
- Highly liquid and easy to trade
- Fully insured for its replacement value
- Can be converted to physical bars (charges apply)
- Report conducted by independent auditors quarterly that you receive
Because the Pool Allocated product is backed by physical metal, you can have it converted into any of our products, including bars or coins. This is known as 'barring' and incurs a small fee. Please speak to our client service team if you are interested in further information regarding this product or barring fees.
In contrast, allocated metal already exists in bar or coin form and can be collected, delivered or kept in allocated storage (at an additional cost).
What is the 'barring fee' for Pool Allocated?
The barring fee is the cost to make a specific bar and is the about the same amount you saved initially when purchasing Pool Allocated.
There are no storage fees for Pool Allocated.
The barring fee is only charged if you want to withdraw the metal and take it out of storage, if you want to sell back to ABC, no barring fee is charged. Different bars have different barring fees, but the 'barring fee' refers to the cost of making that particular individual bar, from a larger bar of gold or granules etc.
The barring fee of any product can be calculated as the difference between the selling price of that bar and the equivalent selling price of Pool Allocated. So the barring fee is roughly the same as the amount you saved initially with choosing Pool Allocated, as Pool Allocated takes the cost of making the specific bar out of the price. For example, if you buy 5oz Pool Allocated gold, as opposed to a 5oz ABC cast bar, you save $54.80, which is the barring fee for a 5oz ABC bar. Barring fees attract GST though, as it is classed as a service, so the total cost to convert Pool Allocated into a 5oz ABC bar is $60.28. Pool Allocated is a way to get free storage, but if you intend on selling back to ABC in the future, Pool Allocated provides the best buying price of any item and the same selling price, so therefore is the best option from an investment perspective.
No notice is required to withdraw from Pool Allocated on all regular products, you simply come into our office, pay the barring fee for whichever bars you desire and we take the metal out of inventory. The process usually takes around 10 minutes.
Why is the price spread more on Silver than Gold?
There are several factors involved which affect all dealers in precious metals. These are:
It costs significantly more to transport and vault silver than it does gold. With silver being approximately 50% less dense than gold and less than 1/50th of the price, silver takes up over 100 times more space than gold for the same dollar value.
A million dollars of gold fits in a briefcase; a million dollars of silver fits on a Chep pallet.
2. Refining costs
Most silver is from mines that are predominantly copper or lead/zinc mines. Silver in its raw state forms compounds with these other metals and it takes a significant amount of energy and chemicals to separate the relatively small amount of silver. With silver being over 50 times less valuable than gold the percentage cost of refining silver is higher than gold, which tends not to form strong bonds with other metals.
3. Market forces
ABC Bullion is competitive in the local and international market place. The gold market is significantly larger and more competitive than silver and one has to meet the market. The market for silver is less competitive, and this does factor into the price spread to a small degree.