MrPokerChips.com is dedicated to superb customer service. We strive to make every purchase as simple as walking into the store but from the comfort of your home. You will receive an email confirmation from us upon reciept of your order. With the exception of products that state otherwise in the description, please allow 24-72 hours for processing of your order from the time of receipt of payment. If any merchandise is not available, we may hold all or part of the order until it is complete. In the event that individual items are going to be backordered for an extended time period or are no longer available, we may opt to remove them from the order and issue a partial refund. If there is individual merchandise that is backordered or no longer available, we may chose to ship the part of or the remainder of your order immediately and, if applicable, ship the backordered item(s) at no additional shipping when they become available.
Returns/Exchanges
MrPokerChips.com will allow EXCHANGES only of merchandise purchased within 14 days. A receipt must accompany your merchandise. To exchange your product you must contact us via email within 14 days of purchase at CS@MrPokerChips.com. At that time please give us all of your information including name, contact number and email address along with the product purchased and the reason for return as well as the product number and description of the new product you would like to purchase. We will reply to your request within 72 hours with complete instructions for your exchange.
NOTE: WE WILL NOT ACCEPT RETURNS OR EXCHANGES ON CUSTOMIZED ITEMS WHICH INCLUDES CUT MATERIALS.
NOTE: POKER CHIPS - We can not guarantee color matching from order to order. Our manufacturers change the pantones on us all the time. Within the same order we will always ship the same colors within a denomination but we can not guarantee exact color matching / inlay matching between different orders. The change is never going to be a switch from purple to yellow or a completely different color, but changes between shades is something that is outside of our control.
NOTE: WE MAY CHARGE UP TO A 20% RESTOCKING FEE DEPENDING ON THE NATURE OF THE RETURN/ EXCHANGE. THIS WILL NOT APPLY TO DEFECTIVE ITEMS OR IRRONEOUS SHIPMENTS.
Basically, if we screw up, we'll take care of it. If you screw up (like order the wrong product or quantity) or change your mind, we're not going to pay for your mistakes. We are in business to make a profit but we always put ourselves in your shoes when making a decision.
General Questions
Can I change an order once it’s placed?
We cannot change an order once its been printed in our warehouse. We can cancel the order for you, providing it has not shipped yet, and you may remake the order with appropriate changes. Just because your order status has not been updated does not mean the order has not shipped yet, orders are normally updated within a few hours except for periods of high volume such as the holidays.
What should I do if I receive error messages while ordering?
Email our customer service department at CS@MrPokerChips.com to make sure your order went through. It is always a good idea to make sure the order was completed in our system. Before remaking the order, email us to double-check, to protect yourself from duplicate orders being placed in error.
Shipping Questions
Who does MrPokerChips.com ship through? What are my options?
MrPokerChips.com uses US Postal Service, UPS, ABF Freight, DHL, Fedex, Independent Carriers, etc...to ship their products, unless a specified carrier is picking up, and an appointment is made. For pickups from another carrier, please email our customer service department to inquire about a time and date, when ordering at CS@MrPokerChips.com
MAIL WARNING - As a convenience to our customers, MrPokerChips.com offers mail as a cost-effective shipping method for smaller orders on some products. This method is lower in price than other shipping options because it does not include insurance and in some cases, it does not include the ability to track the order. Please keep this in mind when selecting this option as your method of shipping. In the unlikely event that a package is shipped through the Postal Mail and is not delivered, MrPokerChips.com will not be held responsible. There will be no refund or replacements sent. It will be up to the customer if they would like to place another order at regular cost to replace the missing order. We will not be responsible if your item(s) is/are lost. There are no exceptions. Please choose another shipping option if you would like your package guaranteed to get to its location.
Mail can take up to 2 weeks for delivery so please allow at least this time frame before placing a replacement order. If you order a 2nd order, we are not responsible for any charges that may have occurred.
When will my order ship?
Orders usually ship between 24-72 hours of being processed.
*During periods of high volume, such as the holiday season, allow 4-5 days for an order to ship.
* If you need a package to arrive by a specific date, you MUST select 3 Day, 2 Day, OR Next Day to get delivery on a specific date but keep in mind that the processing time still applies. During times of high volume it can take up to three days to process the order before it ships.
Orders made with these priority shipping methods usually leave by the same day or next business day.
How do you figure out when your package will arrive?
Transit time begins by counting the next business day, not counting Saturdays and Sundays, or major holidays.
Deliveries to states outside the 48 contiguous states do not have specific transit times.
Can I get Saturday delivery?
Saturday delivery is not available through most carriers.
Can I change my shipping method after the order is made?
We cannot change a shipping method or items on an order once an order has been printed in our warehouse. The order will be cancelled. A new order can be made. You must email our customer service department to cancel an order, at CS@MrPokerChips.com.
Orders that are cancelled may not be processed in time to cancel before it is due to ship. |
