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Frequently Asked Questions (Former Customer Service Guide - Testing)


WHAT IS NEW IN 2020?
We have worked hard to develop new programs to support you! We have instituted a freight cap program to help provide more certainty to your buying decisions and we will now offer NET 60 terms to improve your cash flow.




WHAT IS YOUR ONLINE SALES POLICY?

Design Ideas® expressly prohibits the unauthorized sale of Design Ideas® products on Amazon, Ebay, Etsy, Jet, WalMart, 11 Main, or any other online marketplace site. Retail Partners may sell our merchandise online if and only if: (1) the website is proprietary to the Retail Partner (2) the website does not allow third party sellers to list products for sale on the site and (3) the Retail Partner complies with Design Ideas® MAPP policy (see below).
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WHAT ARE YOUR MINIMUM ADVERTISED PRICE (MAPP) GUIDELINES?

In order to protect Design Ideas®' designs, preserve the opportunity for competitive margins and avoid channel conflict between our Retail Partners, Design Ideas® (DI) has adopted a Minimum Advertised Price Policy (MAPP) for all web advertised pricing of Design Ideas® products.

Design Ideas®, at their sole discretion, reserves the right to take any of the below-specified actions, should any Retail Partner advertise DI products at less than MAP (list of items and minimum advertised pricing can be accessed at www.designideas.net/policies). DI will not discuss any conditions of acceptance related to the MAPP guidelines, as they are non-negotiable and will not be altered for any Retail Partner.

This policy is applicable to all online advertised prices made by Retail Partners advertising DI Products. An online advertised price includes the price for a product shown on a web browser search, a Retail Partner's home page, content on a webpage within the Retail Partner's site or domain, content on a third party or subsidiary site or domain, or any other electronic media source including Apps, social media forums, and internet actions.

Value-added promotions on DI Products can be advertised without violating MAPP as long as the DI Product is advertised at or above MAPP guidelines. Retail Partners may not use shipping and handling incentives to circumvent MAPP. Product promotions with a price below MAPP guidelines will not violate this policy if they are advertised in conjunction with DI approved promotional activities.

In the event a Retail Partner chooses not to follow MAPP, DI will give notice to the Retail Partner asking them to correct the violation. Failure to correct the violation can result in a temporary or indefinite suspension of the Retail Partner's account with DI.

Design Ideas® reserves the right at any time to modify, suspend, or discontinue the MAPP in whole or in part. Subject to the gravity and nature of the infraction, DI, at its discretion, may accelerate the sanction level. All matters of interpretation and application of the terms of the MAPP shall remain within the sole discretion of Design Ideas®.
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HOW CAN I SET UP A NEW ACCOUNT WITH YOU?
Welcome to texture and Doodles® - both companies of Design Ideas®! In order to set up your new account, please send us an email at designideas@designideas.net or phone us at (800) 426-6394, Option 3 with the following information:
    • type of store/business you have
    • country your store is located in
    • phone number
    • email address
    • preferred payment terms for your first order
    • resale number (Customers in the states of California and Washington are also required to submit a complete resale certificate).

    • If you are a new U.S. customer, a new account can be set up online while registering for our wholesale site.

      There are a few other things you'll want to know about us. Check out these sections:
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      ARE THERE MINIMUM ORDER AND RE-ORDER AMOUNTS?

      We require a minimum first-time texture order of $300 (or equivalent currency). Subsequent orders must exceed $150 (or equivalent currency). We request a minimum first-time Doodles® order of $150 (or equivalent currency). Subsequent orders must exceed $150 (or equivalent currency). For sample orders under the minimum, please contact your sales representative.
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      IS THERE A MINIMUM QUANTITY I NEED TO PURCHASE?

      We sell our products in minimum quantities (noted as "min" in our item listings). You must order in multiples of the minimum and we will not break minimums. If you do not order in multiples of the minimum, we reserve the right to bring your order into compliance by decreasing or canceling the item(s) in question.
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      WHAT PAYMENT TERMS DO YOU OFFER FOR MY ACCOUNT?

      To help support our independent retail customers, we extend NET 60 terms to all returning and first-time customers with orders under $1,000. The same terms apply to orders over $1,000, but we require 4 trade references and 1 bank reference for NET 60 terms. Without this documentation we require payment by credit card. To provide a credit card, please call us at (800) 426-6394, Option 4. To submit references, email us at designideas@designideas.net or call us at (800) 426-6394, Option 4. Accounts inactive for 12 months or longer must submit new references. We charge a $25 fee (or equivalent currency) for returned payment.
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      WHICH CREDIT CARDS DO YOU ACCEPT? WHEN DO YOU CHARGE IT?

      We accept Visa, MasterCard, Discover and American Express. We authorize cards up to 4 days prior to shipment. We will not charge your credit card until the day your order ships. Please note, if using a debit card, your bank may use the authorization to take the amount from the account; because of this, we do not recommend payment with a debit card. If you wish to pay by credit card at the end of your NET 60 terms, we must apply a 3% fee.
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      I HAVE A DEADLINE FOR RECEIVING MY ORDER. CAN YOU ACCOMODATE THAT?

      We know that some orders are more time-sensitive than others. If you place a special order for an event or a customer please make a note on your order along with the date by which you need to receive the merchandise.
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      CAN YOU SEND ME A CONFIRMATION FOR MY ORDER?

      We process all orders within 24 hours of receipt, and we provide an order acknowledgement (emailed to the address you provide) within 48 hours. Please review this confirmation and notify us as soon as possible if you need any changes. If we have a question, we will reach out to you.
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      CAN I GET MY TRACKING NUMBER?

      As soon as your order ships, a copy of your invoice will be emailed to you and will include your tracking number(s). If you do not receive this, please email us at designideas@designideas.net, or phone us at (800) 426-6394, Option 3. (Please have your order # or PO # available).
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      WHEN WILL I RECEIVE MY INVOICE? HOW CAN I PAY MY INVOICE?

      We email invoices 1 business day after the order ships and it will include tracking information for your order. Invoices can be emailed to multiple contacts. If you have any questions about your invoice, need to change/add invoice contacts, or wish to make a payment, contact us at designideas@designideas.net, or phone us at (800) 426-6394, Option 4. If paying by check, please mail to: P.O. Box 2967, Springfield, IL 62708
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      HOW WILL YOU SHIP MY ORDER?

      Orders $499.99 or less will be shipped FOB Springfield, IL by the best/cheapest method, unless you specify otherwise. Orders $500 or over that do not contain items marked as "Special Handling" qualify for a 15% freight cap. Freight quotes will be provided for all orders containing items marked "Special Handling", if we estimate that the freight will exceed 15%. Freight charges are based on both weight and dimensions of your total order. An invoice with tracking information is emailed when your order ships. (This freight program is for the continental U.S. Please check with your sales representative for freight terms specific to other locations).
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      WHAT IS YOUR BACKORDER POLICY?

      We hold partial shipments until at least $75 (or equivalent currency) of the merchandise is available. We cancel all backorders 60 days after the first shipment of your order or if the backorder is under $75 (or equivalent currency), unless you specify otherwise. These policies are not applied to new introductions whose availability date is later than the ship date of your order. We will ship new product as it becomes available, even under $75 (or equivalent currency) or more than 60 days after your original ship date. We ship backorders under the same payment terms as the original shipment and all backorders are subject to freight charges via the same freight method as the original order.

      If you'd like to check on the status of your backorder(s), email us at designideas@designideas.net, or phone us at (800) 426-6394, Option 3. (Please have your order # or PO # available).
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      I CHANGED MY MIND ABOUT MY ORDER. CAN I RETURN IT?

      You may return merchandise up to 30 days after you receive it. You assume the freight costs for the return shipment and all returns must be reported to our customer service department. We will credit your account only for merchandise that has been reported to us and then received by us in good condition and in the original packaging (ie: no retail stickering). A 10% restocking fee will be charged to your account.
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      WHAT DO I DO IF I HAVE A PROBLEM WITH MY ORDER?

      Please inspect your merchandise upon receipt and report any problems to us right away so that we may correct them. Missing item? Wrong color? Broken? Defective? In every case, we require damages or defects to be reported within 30 days of the date you receive the merchandise. To complete the claim form online, CLICK HERE , or email us at designideas@designideas.net, or phone us at (800) 426-6394, Option 3. Whichever way you prefer, please provide the following information: invoice number/order number/PO number/, item number(s), and quantities. A credit memo will be emailed to your invoice contacts. If the item was damaged/broken, please dispose of the item. If we have issued a FedEx call tag # or if we would like you to donate the items, we will contact you.
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      I LOVE THE PRODUCT I RECEIVED, BUT IT SEEMS TO HAVE A SLIGHTLY DIFFERENT FINISH THAN I EXPECTED. WHY?

      Many of our products are hand-made by craftsmen around the world and we stand behind the quality. We expect variations in color and finish, and you should, too. Products fashioned from recycled materials generally retain some of the marks from their former lives; bubbles and fissures add character and depth. Enjoy their uniqueness! If you find any item that does not fit within these guidelines, please call us at (800) 426-6394, Option 3 or email us at designideas@designideas.net.
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