We apologize for any inconvenience your purchase from Stuller may
have caused and understand that the holidays are both a hectic and
stressful time for our jewelers. It's always our goal to make any
interaction with Stuller as smooth and worry-free as possible.
We've looked into your situation and would like to clarify where
there was some possible miscommunication: When you placed your order,
the quoted price was an estimate based on average weights rather than
actual weights of items you ordered, an estimated shipping charge and
nominal buffer amount. This buffer ensures that enough funds were
authorized so as to efficiently settle your final payment amount upon
shipment of your order. A credit card buffer is a common practice in
regards to debit or check cards and is in place in the event that the
final shipped weight of items and shipping charges are more than
originally quoted. (In your case, this is where the additional $12
When the original order estimate was authorized with your
card-issuing bank, funds were held in reserve by the bank on
Stuller's behalf. No money had changed hands at this point.
The next day, we charged the card for the exact cost of the items
included in the shipment with actual weights and actual freight. At
this point, the funds were deducted from your bank account and
transmitted over to Stuller. The amount charged and debited from your
bank account should match the amount of the invoice that was provided
with your shipment.
Any difference between the actual amount charged and the
authorization amount (in your case the buffer of $12) is generally
released back to you by your bank within three days. Due to the
holidays, this could take longer. The buffer monies is something that
your bank holds on to and only they can release it back to you.
Again, we sincerely apologize for this inconvenience and wish there
was more we could do to resolve the situation. If you have any
further questions, please feel free to contact Sandra Courville, our
Executive Director of Finance Planning and Support.
Thanks so much and Happy New Year,
Stuller Marketing and PR