Service Update 27/01/26 – A message from BullionStar’s Deputy CEO

27 January 2026

Dear Customers,

The precious metals markets are moving at an extraordinary pace. Gold and silver have reached new all-time highs, and demand has surged to levels unprecedented in BullionStar’s history.

We want to be transparent about what this means for service expectations, while reassuring you that we continue to have physical precious metals available.

Current service timeframes

Online customer buy orders – Dispatched for shipping or transferred to vault storage within 5 business days from payment received (or from the stated pre-order availability date, if later), subject to standard verification procedures.

Shop transactions – Please expect long queues for in-store purchases, sales, and enquiries. Customers wishing to buy in person are strongly encouraged to place and pay for orders online in advance to reduce waiting times.

Customer sell orders – Processed and funds released within 5 business days of receiving your sell transaction, subject to standard verification procedures.

We kindly ask customers not to contact our support team for order status updates if your transaction falls within the timeframes above. This allows our team to focus on fulfilment and serve all customers as efficiently as possible during this exceptional period.

Temporary minimum order value for buy orders

To manage volumes and maintain service quality, we are continuing our temporary S$5,000 minimum order value for customer buy orders, both online and in-store. This decision was not taken lightly but is necessary to ensure safe, reliable operations. We will review and relax this policy as soon as conditions allow.

Supply conditions

On the supply side, restocking has become more challenging due to tightening refinery and minting capacity, particularly for silver. As a result, some products may be offered on a pre-order basis and immediate delivery options may be more limited. That said, we have worked hard to remain well stocked across a broad range of fully allocated and securely held products. BullionStar does not speculate or sell unsecured inventory.

Our team is working extended hours, and we are scaling operations as aggressively as possible, including ongoing hiring, to meet demand. While response times may be longer than usual, we are actively exploring additional ways to improve service levels.

Thank you for your patience and continued trust in BullionStar. We genuinely appreciate your understanding during this extraordinary period.

Kind Regards,

Pete Walden

Deputy CEO, BullionStar

23 January 2026

Dear Customers,

The precious metals market has seen a surge in global retail demand in recent weeks across both gold and silver with both metals making all-time highs on a regular basis. January is shaping up to be the busiest month in BullionStar’s history.

In December 2025 and January 2026 alone, we sold more than 65 tonnes of silver, worth close to S$230 million, with silver sales exceeding gold sales in total revenue during this period, which is highly unusual for our business.

Service levels and minimum order policy

This environment, while exciting, also brings operational challenges, and we want to be fully transparent. Our team has been working extended hours to keep up with demand, but customers may experience longer than usual response times from customer support, as well as slightly extended shipping and vault storage processing times. We sincerely regret these delays and appreciate your patience as we work through unprecedented volumes.

To help manage demand and maintain service quality, we introduced a S$5,000 minimum order value. This decision was not taken lightly. BullionStar’s philosophy has always been to remain open and accessible to everyone. With the minimum order in place, we are able to manage current volumes effectively. Without it, the volume of orders would exceed what we can physically handle, even as we scale as aggressively as possible. We regret any inconvenience this causes and will continue to review this policy as conditions allow.

Supply and product availability

On the supply side, restocking has become increasingly challenging. We are seeing tightening refinery and minting capacity, along with growing shortages of physical precious metals in multiple markets. Premiums are rising, particularly for silver, where availability is becoming more constrained.

Despite this, we have worked hard to remain well stocked across a broad range of products. Customers may notice a more limited selection for immediate delivery, with some items offered on a pre order basis. All pre order products are fully secured and allocated to BullionStar. We do not speculate or take unsecured inventory positions.

Thank you for your continued trust and understanding. Your patience during this extraordinary period is genuinely appreciated, and we remain fully committed to the service, transparency, and reliability you expect from BullionStar.

Yours sincerely,

Pete Walden

Deputy CEO, BullionStar