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Tops Questions & Answers at Redemption Plus

Below is a list of frequently asked questions. If you don’t find what you’re looking for or simply want to speak to a real person, please contact us at 888.564.7587.

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Do you have a catalog?

Yes, you can request one [here]! You can also view our catalog items, in addition to our new arrivals, seasonal items, and specials on We are constantly adding new items to our selection, so check the new products page often!

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Who do you sell to?

We sell to all kinds of businesses and organizations. However, we specialize in servicing the Family Entertainment, Amusement, Bowling and Educational Learning Center industries.

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Who will handle my account?

You will be assigned an Experience Crusader who will handle the day to day business of your account. However, anyone would be happy to help if your Experience Crusader is not available. We will partner with you to assist with everything from merchandise selection and layout to redemption software and inventory or whatever needs you may have.

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How do I get started with my first order?

Because we serve a number of different types of customers, we do request you speak with an Experience Crusader first to ensure we properly set up your account. After that, you have the option of ordering online or through a representative. Please submit your new account request [here] or contact us at 888.564.7587.

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How do I order online?

Once your account has been set up, you can order online 24x7; you must log in to place an order online. We designed our ecommerce site with several features to make ordering as simple as possible; we created several brief tutorials on to walk you through each step of the process or your Experience Crusader would be happy to help!

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What is merchandise tagging?

Redemption Plus customers benefit from our one-of-a-kind merchandise tagging. Each item can arrive tagged with your custom markup and rounding specifications. If you have redemption software, then when the merchandise is redeemed, the barcode can be easily scanned, virtually eliminating markup and inventory errors. This service is free to all our customers. Learn how to set your custom markup online [here].

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How will you tag my merchandise with the right number of tickets, tokens or points?

Your items will be tagged based on your specifications. For example, you can designate a 20% markup, round by 5's, or assign 20 tickets/tokens per dollar. No formula is too complicated and you can change it at any time. Plus, we can customize the markup on an individual item at your request. Learn how to set your custom markup [here].

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What is the DPL (Digital Packing List)?

DPL®, brought to you exclusively by Redemption Plus, is the only fully-integrated inventory management system in the industry. With each order from us, you receive a digital packing list that updates your inventory automatically. DPL® drastically reduces data entry time and increases order accuracy and reliability. You receive your inventory more quickly, which saves you time and money! The program is easy to use and the service is free for Redemption Plus customers.

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What are my payment options?

All major credit cards are accepted - MasterCard, Visa, Discover, and American Express. You can also pay by ACH (electronic transfer of funds from a banking account), check, money order, COD, or by establishing net 30 terms. You must be a qualified business and submit a credit application to be considered for net 30. You can download an application (available at RedemptionPlusCreditApp.pdf) or ease the process and submit it electronically. Contact an Experience Crusader for details.

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What is your return policy?

Have a bouncy ball that doesn't bounce? We'll issue you a credit, then go ahead and bounce that ball into the trash. Got an item older than the dinosaurs? Yeah, we don’t want it either, but we’ll still give you a credit. Or maybe it’s an iPod® Shuffle­™ that doesn't shuffle? We may want to take a closer look. Point is - some things are worth saving and some aren't. Regardless, if it's not working or not moving, we'll get you your money back. Only exceptions might be custom products (you're one-of-a-kind!), seasonal merchandise, candy or special orders.

If you're not sure which way to go, give us a shout. If you need to place a return, just follow these easy steps.

1. Click the Create a New Return link below

2. Complete the form

3. Either print the RMA label provided and tape it to the outside of your box OR write the RMA number provided on the outside of the box

Sorry to say, but returns cannot be accepted without this RMA number. Otherwise, our receiving department will think it's a reward for all of their hard work and graciously accept the gift!

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What is your shipping policy?

Our quick turnaround time and centralized location ensures your order arrives fast and on time. If you place your order before 12:00 midnight Central Time, it will ship the following business day. If you have any special requests for your order, please note them in the special instructions section upon check out or contact an Experience Crusader. To see a FedEx map displaying shipping times by location, go [here].

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What are your shipping charges?

Shipping charges for standard ground service are 9% of your order total with a $9 minimum charge within the continental United States. Actual freight charges will be applied to shipments in Alaska and Hawaii. Accessorial fees will apply for extra services such as lift gate and inside delivery, expedited shipping, and shipments outside of the continental U.S. We’re happy to provide more details as needed. Contact an Experience Crusader to see about discounted shipping rates.

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What do I do if my shipment is damaged or I do not receive everything I ordered?

If your shipment is damaged, save all damaged cartons and packing material. If your shipment is heavily damaged, refuse the delivery and DO NOT sign for the carton(s). Missing merchandise will be replaced or credited once we confirm non-delivery.

Please remember some cartons can become separated during shipment and arrive on different dates. If you receive your order and items are missing, contact an Experience Crusader immediately and we will do whatever is needed to solve the issue.

If you have any problems with a shipment, an Experience Crusader is always available to help you. Please note – if your order is shipped via truck, make sure you count all of the boxes before you sign for delivery.

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What if I run out of merchandise & need products for the weekend?

We will work with you to find a solution. Your Experience Crusader can help you find the most feasible way to expedite a shipment to your door. If you find yourself in a merchandise dilemma, we'll be happy to assist you!

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How do you know what sells best?

The Redemption Plus inventory revolves around our customers' needs and input. It’s a product of several factors including quality, diversity, seasonal changes, trends, and profitability. Although a base of traditional staples anchors our inventory, our expert buyers also anticipate trends such as upcoming movies and hot new items. Our aim is to always have the best selling merchandise in stock. If you would like to see the top selling items for the day, click on our [Top Sellers].. You can also customize your own favorites page based on what sells best in your facility. Learn how to do that [here].

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How about the quality of your merchandise?

At Redemption Plus, we understand that great looking merchandise plays a vital role in a profitable facility. High-quality products and eye-catching packaging will entice your customers and keep them coming back. So, we make every effort to provide our customers with only the finest quality merchandise available on the market. We select the best of the best.

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How long will my saved cart be available for me to access?

Saved carts expire after 48 hours. You will receive an email notifying you that your cart is about to expire, at which time we will no longer hold your desired inventory. However, if you would like your cart to remain available longer than 48 hours, contact a representative and we'd be happy to persist it for you.

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What happens if an item is out of stock?

Our website displays real time inventory, so you know exactly what's available. If an item is not currently in stock it will show Arriving Soon as the quantity. Most items will also display the approximate number of days until the item is available. Please note, these dates are periodically subject to change, but we do try to update them regularly.

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What happens if an item is placed on backorder?

From time to time, we may not have your desired quantity of an item available. Our system can automatically place that item on backorder if we're just waiting for our next shipment. When it's available, you'll receive an alert on the home page as soon as you sign in. You can then easily add it to your next order or delete the saved quantities if it's no longer needed. Don't worry - you're not billed for any backordered item until it's available and your order has been processed.

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What is a pre-order?

Occasionally, if an item is available in a limited quantity or is in high demand, we will allow customers to pre-order before they are in stock. We do this so we can accurately gauge the quantity that we will need available, as well as to allow customers to reserve a particular quantity to ensure they receive them before they sell out. You are not billed for your pre-ordered merchandise until they are in stock and your order is processed.

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Do you offer sale merchandise?

Yes, on occasion we drastically reduce the price on select items. Even when we mark down the price, we do not mark down the ticket value so you get more for your money! You can view these in the [sale] category.

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Can you customize items with my logo?

Yes, we can customize a variety of items with your logo and brand colors. Go [here] to request a quote or contact us at 888.564.7587.

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What does it mean when an item says Limited Quantity?

This message appears in the quantity box when we only have a limited quantity of this item available. The quantity on hand is generally the only ones that will be offered. Backorders are usually not accepted.

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How do I know the products I purchase from you are safe?

Redemption Plus has always, and will continue to, place our customer’s health and safety before anything else. We do not knowingly sell merchandise that is not compliant with current CPSIA2008 HR4040 regulations.

We will continue to pay close attention to this matter and take whatever action is necessary to ensure we do not supply any merchandise that is not completely safe.

If we ever find there is an issue with any of our products, we will immediately remove the item, notify our customers, and take whatever steps are necessary to resolve the issue. You can read our complete safety policy [here].

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What is the warning symbol next to certain items?

The warning symbol means that item contains a choking hazard. By positioning your mouse over the triangle, you can read the specific hazard for the item.

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Do you directly import your product line?

Yes, we are a direct wholesale importer that searches the globe for the coolest and most unique toys and novelties. Our experienced team brings you a wide selection of redemption prizes that are proven sellers at the best prices available. In addition to our extensive line of hard goods, our subsidiary, Emerald Toy Co., specializes in manufacturing, importing and delivering quality plush toys. So sit back and enjoy the fun delivered direct to you!

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Who is Emerald Toy Company?

Emerald Toy is a subsidiary of Redemption Plus that specializes in manufacturing, importing, and delivering quality plush toys. With offices and experienced staff located in Hong Kong, we work directly with factories, eliminating the middlemen that increase costs. These close relationships ensure the quality of the product meets our exacting standards and the timeline for prompt, accurate delivery to your desired location. You can learn more at or contact us at 888.564.7587.

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What is HIP (High Intensity Prizes)?

HIP, or High Intensity Prizes, is our line of kits for cranes, merchandisers and Tickets to Prize machines. You can learn more at or contact us at 888.564.7587.

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What is Party Pack Plus?

Party Pack Plus is our complete line of party supplies and add-ons. You can learn more at or contact us at 888.564.7587.

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What is Pinnacle Entertainment Advisors?

Pinnacle Entertainment Advisors is a division of Redemption Plus that is focused on helping our customers attract and entertain their guests while maximizing their profitability. They can assist with design, layout, game & attraction mix, marketing, and operations issues. You can learn more at or call 913.563.4372.

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