Why haven't the metals I've requested been shipped yet?

Under standard conditions, requested metals are processed and shipped within 48 business hours.

However, to ensure the absolute security of your assets and prevent unauthorized activity, our compliance team may temporarily hold a shipment if certain security triggers are met. These include:

• Account Reactivation: If an account has been dormant for an extended period, we may perform additional verification before shipping high-value assets.
• New Payment Methods: The use of a newly linked bank account or payment form may trigger a hold to protect against fraudulent transfers.

If a shipment has been placed on hold, a member on our compliance team will reach out to you to confirm the shipment details, or you can send an email to support@sound.money

Updated on: 12/02/2026