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Customer Service Guide


ONLINE SALES POLICY

Design Ideas expressly prohibits the unauthorized sale of Qualy or Design Ideas products on Amazon, Ebay, Jet, WalMart, 11 Main, or any other online marketplace site. Retail Partners may sell Qualy and Design Ideas merchandise online if and only if: (1) the website is propritary 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 MAP policy (see below).

MINIMUM ADVERTISED PRICE POLICY (MAPP)

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 MAP (Minimum Advertised Price) Policy for all web advertised pricing of Design Ideas and Qualy 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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FIRST-TIME CUSTOMERS

Welcome to Design Ideas! In order to set up your account, we need the following information: what type of store/business you have, your phone number, your resale number, and your preferred payment terms for your first order. California customers are also required to submit a complete resale certificate.
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MINIMUM ORDERS

Minimum first-time order is $300 (or equivalent currency). Subsequent orders must total $150 (or equivalent currency) or more. For sample orders under the minimum, please contact your sales representative.
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MINIMUM QUANTITIES

Our products are packaged in case packs called minimum quantities (min in our item listings). You must order in multiples of the minimum. We will not break case packs. 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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PAYMENT TERMS

For first-time customers, payment terms of net 30 days may be granted if you submit credit references. We require 4 trade references and 1 bank reference. Otherwise, you should indicate whether you prefer payment by credit card or COD. Accounts inactive for 12 months or longer must submit new references. We charge a $20 (or equivalent currency) fee for returned payment checks.
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CREDIT CARDS

We accept Visa, MasterCard, Discover and American Express. We highly recommend payment by credit card. We will authorize your card up to 10 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.
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SPECIAL SERVICES

Same-day shipping is available most days for a $10 (or equivalent currency) rush charge. Please phone in rush orders by noon (central time). We can also ship your order blind and/or remove all product stickers for a nominal surcharge. Please call for specific fees for these services.
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SPECIAL ORDERS

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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SHIPPING

All orders are shipped Freight Prepaid and Add, FOB Springfield, Illinois, unless you specify otherwise. If you do not specify routing instructions, we will ship by the best/cheapest method. Freight charges are based on the weight of your total order.
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REFUSED SHIPMENTS

Refused shipments are subject to a 20% restocking fee. If you choose to refuse a portion or all of a COD shipment at the time of delivery, you will be responsible for all freight costs incurred by Design Ideas, in addition to the 20% restocking fee.
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SUBSTITUTION POLICY

In some cases, in order to keep your store fully stocked, we will substitute a similar GelGems® item if the item you order is not available. Please contact us if you have any questions regarding a ubstitution on your order.
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BACKORDERS

Partial shipments will be held until at least $75 (or equivalent currency) of the merchandise is available. We ship backorders under the same payment terms as the original shipment (including COD). Backorders will be canceled 60 days after the first shipment or when under $75 (or equivalent currency), unless you specify other-wise. 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. All backorders are subject to freight charges via the same freight method as the original order.
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RETURNS

You may return merchandise up to 30 days after you receive it. You assume the freight costs for the return shipment. All returns must be reported to our customer service department and all return shipment boxes must be marked with the Return Merchandise Authorization number that we will provide. We will credit your account only for merchandise that has been reported to us and then received by us in good condition. A 10% restocking fee will be charged to your account. Additional fees will apply if merchandise is not in its original packaging or if items have your retail stickering.
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DAMAGE CLAIMS

Please inspect your merchandise upon receipt and report any problems to us right away so that we may correct them. In every case, we require damages or defects to be reported within 30 days of the date you receive the merchandise. Please phone or fax us and, if we would like to have the merchandise returned, we will issue a Return Merchandise Authorization number.
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PRODUCT QUALITY

We stand behind the quality of every one of our products. Please remember that many of our products are hand-made by craftsmen around the world. Variations in color and finish are expected. Products fashioned from recycled materials generally retain some of the marks from their former lives, bubbles and fissures that add character and depth. Enjoy their uniqueness! If you find any item that does not fit within these guidelines, please call us for satisfactory resolution.
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