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FAQs



  General purchasing
Q:  What is your minimum order?
A:  If you are a member of any of the promotional and advertising specialty groups there is no minimum order but we need to verify your membership number.  For all other wholesale and dropship accounts, your first order has to be a mimimum of $500.  There is no minimum after your first order.  If you are a drop-shipper only and do not carry inventory, you can leave with us a prepaid deposit in the amount of $500 to be used towards your orders before we can ship your first order.  This minimum order amount is to protect our wholesale retail accounts and stop consumers from contacting us.
 
Q: What do I need in order to purchase wholesale from you?
A: We sell wholesale to retail merchants, drop shippers, and other resellers only. As such, you do need to establish yourself as a reseller and show us some proof of this before we can set your account up for wholesale prices.

To do so, please go to our "Customer Login" page and register as a new user. Please make sure to include your company name or retail web site so we can verify your retailer status. If you are an eBay seller, please provide your eBay user ID preceded by the word "eBay" for verification. Alternatively, you can fax us a copy of your state's reseller permit or business license at 678-867-6858. Once your company info is verified, we will give you access to our wholesale prices.


Q: How do I place orders?
A: Orders can be placed online, via fax at 678-867-6858, or phone at 888-832-4477.


Q: What payment methods do you accept?
A: We accept VISA, MC, Discover & AMEX as well as wire transfer, money orders, and company checks.  No COD.  First order always has to be prepaid with credit card, check, or wire transfer.  If you need to establish credit terms, please contact us at 1-888-832-4477 for a credit application.


Q: How fast do you ship?
A: Our normal turn around time is 1-2 business days on most orders. Custom chips and sets may take longer depending on volume of our custom orders.


  Drop shipping


Q: Where can I download the credit card authorization form for drop shippers?
A: You can download the form here.


Q: Do you provide any of the images for the retail website or do I pull from the website?
A: You can grab any of our product images from our web site by right clicking on the image and clicking "Save Picture As..."

Banners, site graphics and other site content are property of Da Vinci Imports and are not to be used without expressed permission.


Q: What is the process? How do I order once I've sold online?
A: You can place your drop ship orders on our site using our shopping cart. You will use your own address as the "bill to" address and your customer's address as the "ship to" address. For billing purposes, we will need to have a copy of front and back of your credit card on file to charge all drop ship orders to. If you do not already have a drop ship account, call 1-888-832-4477 to receive a credit card authorization form. You then simply fill out the form and fax it back to us with a copy of the front and back of your card.


Q: What are the shipping options?
A: We ship all orders via FedEx. The shopping cart gives you options for FedEx Ground, Next Day, 2nd Day, and Express Saver (3-day.) We charge straight FedEx residential shipping rates without any up-charge.


Q: What are the shipping costs?
A: Shipping rates are dynamic and vary depending upon weight and location. To get a rate quote for any product, you can put the item in the shopping cart and enter the ship to zip code in the shipping rate calculator at the right hand side of the screen. You can do this on the home page before filling in any other info. There will be a $4 Drop-Ship fee per shipment that will be added later to your credit card charge, but the shopping cart does not reflect that.

Example:
I have a customer order with a ship to address in CA, 92663:
#101-202: Suited Poker Chip Set , 300 11.5 gram Clay Composite Chip : $26.00
What is the cost to me including shipping and drop ship fee?

Here is what you do to quickly get your cost: Put the item in the shopping cart. Then, on the same page, look to the right, under the shopping cart checkout box you will see a “Zip Code” box. Enter the zip code and different shipping options and costs are given to you. The set 101-202 will cost $12.56 with Fedex Ground to ship to California. Add $4 drop ship fee and the total comes to $26+$12.56+$4 = $42.56. Keep in mind that California is the farthest distance from us and shipping to CA, WA, AZ, NV, or UT is typically the most expensive. The set weighs 13 lbs and Fedex or UPS both charge a 17% fuel surcharge, plus a $2 per shipment residential delivery surcharge. Shipping is a real cost and we have no say in it. We charge you what it costs us.


Q: How long does it take to ship?
A: We usually ship all in-stock orders within 1-2 business days. Custom hot stamp chip orders take longer.


Q: What is the return policy?
A: We do not accept any returns. If merchandise is received damaged or defective, then we will file a damage claim with FedEx and replace the item in a timely manner. All damage reports must be filed within 2 days of merchandise receipt by the customer or we will loose our damage claim rights with FedEx. If, as a retailer, you would like to offer a return guarantee to your customers, then they would have to return the merchandise directly to you and you resell it. Generally, retailers accept returns, distributors do not. That is true of most distributors.

In some cases, we may make an exception to our return policy and accept return within 30 days of sale on items that are unopened and in new resellable condition, meaning that chips are still in their shrink wrap and unopened, and all other parts are also new and unused. In such cases, there will be a 25% restocking fee. Shipping or drop-ship charges will not be refunded without exception.


Q: Is there a guarantee or warranty? If so, how long is it good for?
A: The merchandise we ship are guaranteed against any damage or defect upon delivery and we accept damage or defect claims within 7 days of delivery. In either case, we will only exchange the merchandise with the same item. In general, the nature of gambling supplies is such that you will not find defects or breakdowns as they are not electronic or mechanical items. You will come across shipping damages and we cover that if reported in a timely manner.


Q: Is there combined shipping?
If you are shipping multiple items to the same address, the shopping cart treats all items as one package and you will automatically get a break on shipping. As a matter of fact, when the number of items is large and necessitates that they be shipped in multiple boxes, you still get charged as if the whole shipment is in only one box because that's how the shopping cart figures it. The shopping cart is not smart enough to break items down into separate boxes, even when size and/or weight necessitate doing so. We are fine with that and consider it a discount to our customers when they order multiple items.

Of course, keep in mind that if you ever decide to carry inventory and ship directly yourself, then you don't have to pay the $4 drop ship fee. If you find that you are selling any given item over and over, it may be more economical to carry your own inventory.


Q: Is there a minimum order amount for drop shipping?
A: Yes, there is a minimum order of $20 per drop ship order, not including shipping.



  Custom poker chips


Q: How do you customize the poker chips?
A: We offer both single color hot stamping and full color chip inserts.


Q: Is there a setup fee for custom poker chips?
A: There is no setup fee for stamping up to 3 initials or the chip denominations. There is a one time setup fee for custom designs.


Q: What's the process? How do I get custom poker chips?
A: For hot stamped initials or chip denominations, simply let us know the initials, denominations, color and font when ordering. For custom hot stamp designs or color chip inserts, once we receive the artwork for the custom design(s) we will provide you with a digital proof that will best approximate the finished product. If you do not have camera ready artwork, we will be happy to do the design work for you. Simply let us know what you want and we'll prepare the design and provide a proof just as we would if you provided the artwork. From there, all you need to do is approve the design and we'll take care of everything else.


Q: How do I know which chips you are able to hot stamp?
A: All chips that can be hot stamped are marked with a red "HS" on the poker chips category page. To visit the poker chips category click here.


Q: What are the file requirements for custom poker chips artwork?
A: Hot stamping designs should be created using black and white only. As hot stamping is a one color process, no color or shades of gray should be used. Designs submitted with color or shades in grayscale may take longer to process. Both RGB and CMYK files are acceptable. The stampable area is 7/8", and files should be set up at no less than 400 pixels per inch.

Color chip inserts are 1 1/4" in diameter and should be set up in CMYK at no less than 600 pixels per inch.

Acceptable file formats for both hot stamping and color chip inserts are .jpg, .tif, .pdf, .psd, .ai


Q: I don't have artwork ready made and I'm not computer design savvy, can you help?
A: Yes. Just let us know what you would like and we will do the full design for you with up to 2 revisions, free of charge for custom hot stamp designs. To make life even simpler, we have created a catalogue of pre-designed artwork available for our customers' use. Just use our graphics and add your own text. It couldn't be simpler. To view the pre-designed artwork available for use click here.


Q: Is there a minimum order for custom poker chips?
A: Yes. There is a minimum order of 300 chips for hot stamping and 5000 chips (10,000 labels) for color chip inserts. Orders of less than 5000 color chips are available for an additional setup fee.


Q: How long does it take to get custom hot stamped poker chips?
A: Turn around time for hot stamping is up to one week for initials or denominations, and up to two weeks for custom logos.
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