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FREQUENTLY ASKED QUESTIONS
PURCHASING PRECIOUS METALS
WE'RE READY TO HELP
You've got questions and we've got answers. From products to purchasing to shipping and more, we'll help you through all of the details.
See how easy it is to purchase precious metals from us. We'll walk you through the process from start to finish.
Get in touch with us today for all of your precious metal needs.
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A memorable investment
At CIBC, we’ve been helping Canadian investors and collectors add gold and silver to their holdings since the Klondike.
Whether you’re looking for a valued gift to mark a special occasion, or simply want to diversify your investments, you can be confident that you are purchasing from a trusted financial institution with decades of experience in the precious metals business.
The choice is yours
We offer bars, coins and collector coins in gold and silver. Bars and coins are available in the following denominations.
- Gold bullion bars: 1, 10 and 100 oz and 1 kg, with a minimum investment of 1 oz
- Silver bullion bars: 1, 10, 20, 50 and 100 oz and 1 kg, with a minimum investment of 1 oz
- Gold coins: 1/10, 1/4, 1/2 and oz, with a minimum investment of 1/10 oz
- Silver coins: 1 oz
Available denominations may change at any time. Online orders are subject to a $9,500 limit per 24 hour period. Larger orders may be purchased at any CIBC branch. All prices are quoted in Canadian dollars.
Some things never change
Precious metals are an investment you can hold on to. You know what else you can hold on to? Our commitment to you. For over 150 years, we’ve helped people bring their goals to life — whatever they may be.
Any questions?
Take a look at our frequently asked questions, email us [email protected].
We're open Monday to Friday from 7:00am to 8:00pm EST. Outside these hours, please leave a voicemail with your name, contact number and your question, and we’ll get back to you within 1 business day.
Holiday hours: On December 24th and Dec 31st the Business Contact Centre will be open from 7:00 am to 6:00pm EST
You can also view our Frequently Asked Questions to obtain helpful information.
Making it easy to buy gold and silver
You can browse our full catalogue of precious metals here. When you’re ready to make a purchase, Sign in or Register with CIBC Precious Metals to complete your purchase. That's it!
Register
Step 1
Click on the Sign in/Register link in the top right corner of the Home Page, and then select Register.
Step 2
Fill out the online registration form with all required information. All your personal information is protected under CIBC’s privacy policy, available at www.cibc.com.
Step 3
Select your four security questions and answers. If you forget your password, you can reset it online and have it validated using your security questions.
Step 4
Complete the Equifax eID verification process (note this is not a credit check). We may also contact the financial institution with whom you have an account to verify your identity.
Step 5
Receive confirmation. Once the validation of your account is complete, you will receive an email notification from CIBC Precious Metals advising that your account is active. Please note that this validation process can take up to two to three business days.
Shop
Once your account has been activated, visit the CIBC Precious Metals website at www.preciousmetals.cibc.com and sign in using your email address and the password you created.
Once signed in, you can browse the array of available products by selecting the Gold, Silver and Collector tabs. You can click on each product for more detailed information.
To add a purchase to your shopping cart, click the Add to Cart button on the product page. You can change quantities and add or remove products from your shopping cart at any point prior to making payment. The price for each product is the current market price quoted in Canadian dollars, and is updated every two minutes.
To protect your account, you will be automatically logged out if you have been inactive for 20 minutes.
Checkout
When you have finished shopping, click on the Secure Checkout button to view all items in your shopping cart. Review the information under the Checkout section. Please note that the price of precious metals fluctuates during market hours, and will be updated online every two minutes. Always click the Re-price button prior to clicking Confirm Purchaseto get the most up-to-date pricing. Any changes in the price of the products you selected will be reflected in your shopping cart.
Confirm your purchase by first accepting the terms of sale and then clicking on Confirm Purchase. By clicking Confirm Purchase, you are locking in the product price(s) for the next 20 minutes while you complete your payment details.
Pay
Before confirming your purchase, please have your credit or Visa debit card information ready to ensure you can complete your transaction before the price of your product(s) changes. The total amount of your purchase displayed on the payment page includes all applicable fees and taxes. Please note that the displayed total is based on live pricing.
To complete your purchase, enter your credit or debit card information and click Submit. If you enter your payment information incorrectly, your transaction will automatically be declined and you will have to create your order again. Please note that the payment process is time sensitive and must be completed as quickly as possible.If you do not complete your payment within the 20-minute time period, your order will be cancelled and you will have to create it again. If at any time you would like to cancel your transaction and continue shopping, please click the Cancel button.
Once your order has been successfully processed, you will receive a summary of your purchase. A confirmation email with a copy of your receipt will be sent within 12 hours of purchase. You can view your receipt online or print it for your records. Please add CIBC Precious Metals ([email protected]) to your email address book to ensure the confirmation email is not misdirected to spam mailbox.
Delivery
After completing your purchase, you can expect to receive your order within five to seven business days from the day you placed the order. For more information on delivery, refer to our Terms and Conditions.
If at any point you have questions or concerns, please email our Precious Metals Online Support Desk at [email protected].
Frequently asked questions
GETTING STARTED
How do I purchase gold and silver from CIBC?
You may purchase gold and silver products from your local CIBC branch or through CIBC Precious Metals Online website as follows:
For new users:
Click on the Sign in / Register link in the top right corner of the homepage. Next, select Registration.
a. Complete the registration form, including all requested information.
b. Complete the Equifax’s e-ID verification process. Please note this is not a credit check.
c. If b) is successful, based on the information you provide during registration, we will contact the financial institution with whom you have an account in order to verify your identity. This is required by law under Anti-Money Laundering and Anti- Terrorist Financing regulations. It will take an average of two to three business days for CIBC to complete the verification process and continue with your registration. You may be contacted by a CIBC representative to confirm the information provided.
d. Once the registration process has been successfully completed, you will receive an email confirming that your account has been set up.
e. Sign in using your e-mail address and password.
Please note new registrations are processed at all times except during Equifax maintenance windows below:
Monday 12:30 a.m. to 4:30 a.m. EST
Tuesday to Saturday 3:30 a.m. to 4:00 a.m. EST
Sunday 2:30 a.m. to 6:30 a.m. EST
For existing users:
a. Click on the Sign In / Register link in the top right corner of the home page.
b. Sign in using your e-mail address and password.
What browsers and versions does Precious Metals Online support?
We currently support the following:
Windows 7, Windows 8, IE8, IE9, Firefox 15+, Chrome 21+, Safari 5+, Max OS X 10.6+
What is Equifax eID and why do I need to complete this step when registering?
eIDcompare is a secure internet-based service provided by Equifax which authenticates your identity in real-time and aids in mitigating potential identity fraud; it is not a credit check.
This patented interactive process compares information entered against reliable sources to validate an identity and to determine whether that identity has been reported as misused or associated with potential fraudulent activity.
As a Canadian financial institution, we are obligated to validate your identity before setting up your account in accordance with the Proceeds of Crime (Money Laundering) and Terrorist Financing Act and related Regulations.
What should I do if my application is not accepted or if I'm having trouble registering?
An application will be accepted if you successfully pass Equifax’s eID verification process and if we are able to confirm you hold a valid deposit account at a Canadian Financial Institution. Refer to question 1 for more information on the registration process.
A successful verification is based on information you have entered which is then validated against your Equifax file. Possible reasons for unsuccessful authentication may include:
a. You do not have a file with Equifax or it is less than 6 months old
b. Name, Address, Former address, or Date of Birth does not match information on your credit file
c. There is a consumer alert on your Equifax file (e.g. victim of fraud, identification lost or stolen)
d. Address provided is invalid (e.g. is a PO Box)
e. You have attempted to register more than 2 times in a 72 hour period
For more information on why your registration application has not been accepted, you can email our Support Desk at [email protected].
You may also visit your local CIBC branch to purchase gold and silver.
Is CIBC Precious Metals Online available to non-residents?
Only Canadian residents may make purchases from CIBC Precious Metals Online.
What should I do if I forget my password?
a. On the Sign In page, click the Forgot password? link.
b. Enter the e-mail address you used to complete your registration. Click Next.
c. Answer the security questions you provided when completing your registration. Click Next.
d. Choose a new password and re-enter it for confirmation. Click Save.
If you are unable to reset your password or require additional support contact our Support Desk at [email protected].
How can I view or edit my personal information?
Click on My Profile in the top right corner of the homepage. You can then view and edit your personal information:
a. Click on Account information to see and change most of your personal information.
b. Click on Change security questions to see and change your security questions and answers.
c. Changing your personal information may require you to go through a re-verification process. Your account will be suspended until the validation process is completed.
ORDERING AND PAYMENT
How do I use the shopping cart?
To access your cart, Click on Secure checkout next to the shopping cart symbol.
From here you can view and update the product and quantities you would like to purchase. Prices will also be shown here for the current market value, which is updated every 2 minutes.
Is there a minimum purchase amount?
There is no minimum purchase amount.
Is there a maximum purchase amount?
The maximum purchase amount is CAD$9,500 (after tax, shipping fees and administration fees) within a 24 hour period. For purchases above CAD$9,500, you may visit your local CIBC branch .
Can I purchase a precious metal product that is not available on CIBC Precious Metals Online?
Yes, you can also purchase gold and silver certificates from any CIBC branch . Please note that certificates are not available to purchase online.
For the purchase of gold and silver not listed on our website, contact our Support Desk at [email protected] with your request. Please note that we cannot guarantee the availability of gold and silver not listed on CIBC Precious Metals Online.
How do you determine the price of each product?
The price for each precious metal is updated throughout the business day based and is based on market rates.
Are there any additional costs?
In addition to the purchase price, clients are charged the applicable shipping costs, administration fee and taxes (based on your province or territory).
Is there an administration fee?
We currently do not charge an administration fee.
How are my items taxed?
Most gold and silver available for sale on CIBC Precious Metals Online are exempt from GST/HST/PST. Exceptions are listed below:
a. Saskatchewan: Purchase of any physical precious metal is subject to 5% PST. If a certificate is being exchanged for physical precious metal, the transaction is also subject to 5% PST.
b. British Columbia: Purchase of any collector coin (i.e., limited-mintage collector coins issued by the Royal Canadian Mint) is subject to 7% PST.
c. Manitoba: Purchase of any collector coin is subject to 8% PST.
What is the CVD?
The Card Verification Data (CVD), sometimes called Card Security Code (CSC) or Card Verification Value (CVV or CVV2), are the three or four digits that can be found on the back of your credit or debit card above or to the right of the signature panel. Providing your CVD/CSC/CVV is an important security measure that helps us validate purchases.
Can I change my order after it has been confirmed?
All sales are final. A confirmed order cannot be cancelled or changed. Please also refer to questions 32 and 33 for more information.
Why was my transaction rejected? Can I still make a purchase in the future?
If your transaction was declined, it may be because we could not get appropriate authorization from your credit/Visa Debit card issuing company or bank. Please contact them directly for further information.
You can make purchase once you have resolved the issue with the card or you can make a purchase in your local CIBC branch .
I did not receive an e-mail confirmation after successfully placing an order. What should I do?
It may take up to 12 hours to receive your purchase confirmation via e-mail. If you do not receive an e-mail confirmation after this time, please email our Support Desk at [email protected].
SHIPPING
How are the gold and silver I ordered shipped?
Your gold and silver are shipped through a reputable courier service and will be left with any person who appears to be an adult at the delivery address. All orders will be shipped from our warehouse within two to three business days, depending on your location in Canada. Once your order is shipped, you will receive an e-mail with the courier's tracking number. Orders will be delivered within five to seven business days (please note that delivery to some remote locations may take longer). Deliveries are made Monday to Friday, between 9am and 5pm EST.
Deliveries are subject to the terms and conditions of the courier service which can be found here . Please note gold and silver cannot be shipped to commercial, P.O. box addresses, some remote locations or shipped internationally. A valid Canadian residential address is required with your registration.
What if I am not at home when my order is delivered to my home?
If the courier is unable to complete the delivery (after at least one attempt) a notice will be left indicating where the shipment will be held. The courier will hold the order for a maximum of 5 days during which you can either pick up the shipment or have it re-delivered. If you do not pick up the order within 5 business days, the package will be sold back to CIBC at our then-current prices plus our normal fee for this service. The purchase price may be greater or lesser than the one in place at the time you purchased the item.
Is my package insured while in transit?
Yes.
How do I check the status of my order?
You can check the status of your order under Order History on the My Profile page. Once you receive your shipping confirmation e-mail from the courier, you can check the status on their website, using the tracking number provided.
Are there any shipping restrictions?
Gold and silver will be shipped to the customer address on file. Gold and silver cannot be shipped to commercial, P.O. Box addresses, some remote locations or shipped internationally. A valid Canadian residential address is required with your registration.
Can I pick up my order from a CIBC branch?
No. All orders placed online are delivered to the mailing address on file. As an alternate option, you may visit any CIBC branch to purchase gold and silver.
How are coins packaged?
All bullion coins and small bars are wrapped to ensure secure transfer. Collector coins are packaged in a clamshell box.
What should I do if my order is not delivered within 5-7 business days?
Contact our Support Desk at [email protected] with your order reference number. They will investigate and provide you with additional information. The order reference number starts with a "PO" and can be found on your order confirmation email.
What do I do if there is an error with my shipment?
We take great care to ensure that your order is completed correctly and in timely manner. However, if your order is missing items or you receive an incorrect item, contact our Support Desk at [email protected].
Do you offer storage facilities for the gold and silver I purchase?
Storage facilities are not available through CIBC Precious Metals. However, Safety Deposit Boxes are available for rent at most CIBC branches.
GENERAL
Who do I contact for further assistance and what are your hours of support?
Our CIBC Precious Metals Online Support Desk is available Monday to Friday 8:00am to 6:00pm EST at [email protected].
How do I change my account's shipping address?
Please contact the CIBC Precious Metals Online Support Desk at [email protected] to make this change for you. For your security, you will be asked to email or fax copies of two recent utility bills or bank account statements identifying your name and new address. Please make this change before placing your order to avoid shipping complications.
Are certificates of authentication included with the purchase of bars and coins?
Certificates of authentication are included with the purchase of collector coins. All of our products are obtained through internationally recognized reputable refiners.
I have gold and silver coins and/or bars that I want to sell to CIBC. How can I do that?
You can visit any CIBC branch to sell your gold and silver. CIBC will only consider buying back gold and silver when:
a. You have the original receipt as a proof of purchase
b. The product is in pristine condition
c. The product is one that CIBC sells
We reserve the right to decline the transaction without providing a reason. The price of the product can be higher or lower than the price you originally paid for it. Payment will only be made once the quality of the product is satisfactorily confirmed by us or our agents, usually within 10 business days.
What is your return policy?
All sales are final and returns are not permitted.
You may sell gold and silver to CIBC at the current market rate by visiting any CIBC branch (terms and conditions will apply). Refer to question 32 for additional information.
How do you protect my personal details and payment information?
CIBC has gone to great lengths to ensure that your personal information is protected.
a. 128-bit encryption - one of the highest forms of encryption technology available today
b. Firewalls, cryptographic techniques and stringent internal access procedures
c. Frequent monitoring of all internal systems to ensure there has been no security attack or attempted break-in
d. Regular and independent security checks on our computer systems to ensure our standards are being met
The security of your personal and credit and debit card information is very important to us.
For more information about how CIBC may collect, use or share personal information, please refer to CIBC’s privacy policy, which is available at any branch or at www.cibc.com.
