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 RedemptionPlus.com. We are constantly adding new items to our selection, so check the new products page often!
You will be assigned an account manager who will handle the day to day business of your account. However, anyone would be happy to help if your account manager 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.
Because we serve a number of different types of customers, we do request you speak with an account manager 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.
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 RedemptionUniversity.com to walk you through each step of the process or your account manager would be happy to help!
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].
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].
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.
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 account manager for details.
We pride ourselves on having the best return policy in the business, making it risk-free to give us a try. Any unwanted merchandise, except seasonal, food, custom, and specialty items, can be returned if in its original packaging and as a full inner/case, if applicable. Any item may be returned at any time if defective or damaged. Custom and specialty items include any merchandise manufactured or imported specifically for your company, based on your specifications. This could include items that are part of our standard inventory, but have been purchased in a larger quantity specifically for your facility. All returns must include a RMA#. Freight charges are the customer’s responsibility and refunds do not include shipping. Returns may be handled on a case by case basis.
To obtain credit, log in to your online account and click on the 'Returns' tab. Here you can begin a request for a Return Merchandise Authorization (RMA). We will not accept returned merchandise without an RMA label, which is printed directly from our website after you submit your RMA form. We've made this process as quick and easy as possible! You may return the merchandise using the shipping service of your choice.
All orders placed by 12:00 PM CT will be shipped the next business day. If your order is placed after 12:00 PM CT, it will be shipped on the second business day. You also have the option to request a future shipping date, if needed. To see a UPS map displaying shipping times by location, go [here]. Overnight and Express shipments are available and will be billed accordingly. You will select your shipping choice during checkout.
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 account manager to see about discounted shipping rates.
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 account manager immediately and we will do whatever is needed to solve the issue.
If you have any problems with a shipment, an account manager 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.
What if I run out of merchandise & need products for the weekend?
We will work with you to find a solution. Your account manager 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!
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].
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.
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.
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.
When the needed quantity of an item is not available, you usually have the option of placing that item on backorder. When the item is available, we will proceed based on your specification. For example, we can set up your account to ship the backorders automatically when they are in stock or to call you first. Ask a representative about all your options. You are not billed for any backordered item until the item is available and your order is processed.
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.
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.
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.
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].
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!
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 EmeraldToy.com or contact us at 888.564.7587.
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 www.grouppinnacle.com or call 913.563.4372.
Reward Board is designed for our Supplemental Education customers. It addresses the need to offer higher token merchandise that they may not want to keep on hand as well as a different selection than what’s available in the Student Store. Contact your representative to learn more about this service.