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Sales FAQ



sales faq

Do you sell directly to the public?

No, we are a wholesaler and distributor dealing directly with retailers.

What lines do you represent?

Now Designs, Danica Studio, Ecologie, and Heirloom.

The distributed lines that we represent are: RSVP, Zoku, Teakhaus. These are only available in Canada.

What are your minimums for placing orders?

Opening orders need to reach $350, reorders and individual shipments thereafter $150. Each product has a minimum quantity to order in and pack sizes may not be broken. New accounts should please submit their business registration number and PST exempt number. Danica Direct Import lines (DDI) minimum order value is $250.

How do I obtain a catalogue/pricelist?

Please locate our sales rep for your area in the Contact Us section of our website and request a catalogue and pricelist through them.

What currency is your pricelist in?

All prices are CAD, taxes excluded and are net wholesale to trade only.

How do I place an order?

Please locate our sales rep for your area in the Contact Us section of our website and place your order directly through them.

May I order online?

Yes! If you are an existing customer please contact [email protected] to request your user name and password. If you are a new customer contact [email protected] to get set up. Please note that we are wholesale only.

How do I request product images?

Please visit our Image Gallery to download images from our catalogues. To request login information, please email [email protected].

How do I obtain your credit application form?

Click here to download a credit application form.

Where/how do I remit payment?

Please send it to our head office: 1915 Stainsbury Avenue Vancouver, BC V5N 2M6 Canada. Additional queries may be directed to our Accounts Receivable Specialist. We do not participate in C.O.D deliveries.

What is your back order policy?

Back orders ship automatically and without notification within 60 days of the original shipment. If a back order has been held over 60 days from the original shipment or is valued under $75, we reserve the right to cancel shipment. Back orders are not available for Distributed brands.

How do I find out who my sales representative is?

Please refer to the Contact Us page of our website.

How can I make a claim?

Sometimes mistakes happen. Whether you need to claim a damage, short shipment, or even a general quality issue, simply fill out our claim form and then email or fax it to our Customer Service department. A representative will contact you to confirm your claim has been received and advise you if there is any additional action required.

Do you offer terms?

Yes, subject to credit approval. Standard terms offered are Net 30.

What is your freight policy?

Freight charged on orders over $2000 may be deducted if invoice is paid within assigned terms. Our freight promise is that any order that reaches $350 will never have more than 10% freight.

How do I return product/request credit?

No returns are accepted without prior written authorization. Returns may be subject to a 15% restocking fee. Credits may be requested by providing item numbers, quantities and the issue with each to [email protected].

Do you offer discounts?

Yes! We offer an Early Booking program with a 5% discount, Net 105 (OAC) or a 7.5% discount, Net 60 (OAC). Our seasonal Restocking program with a 5% discount is also available.

Discounts are offered prior to the start of the upcoming season. Please direct inquiries through our Sales Rep for your area. Additionally, ask about Specials at the end of a season where deals up to 40% off may be found!

distributed brands sales faq

What is Distributed brand?

Distributed brands are lines that we are licensees for distribution within Canada but do not stock in our warehouse. These include RSVP, Zoku and Teakhaus. For more specific sales information about our Distributed lines please contact [email protected]

How do I order product from these lines?

Please place your order with your local Sales Rep.

What is the minimum order value for these lines?

$250.00 CAD is our minimum. New accounts must submit their business registration number & PST exempt number.

May I break pack sizes?

No, pack sizes may not be broken.

Where is your F.O.B point?

RSVP will ship F.O.B Vancouver, BC.

Do you do C.O.D deliveries?

No, there are no C.O.D deliveries.

Do you accept returns?

We do not accept returns on Danica Direct Imports lines, exceptions can be made through customer service subject to 15% restocking fee. Manufacturing defects will be accepted with prior authorization.

Do you keep backorders?

Yes, we do accept backorders. Please make note of this on your order.

What is the lead time on Distributed orders?

Please allow for a 2 – 3 week lead time. Orders are submitted to the various Distributed lines on a Monday morning by 9am PST. They are processed that week and cross the border into Canada over the weekend. They are then redirected to you.

How do I report a problem with an order or a defective product on a Distributed line?

Please contact Customer Service and they will assist you.

Do you offer freight promotions?

Freight may be deducted on orders over $2,000 when invoice is paid within terms. We are unable to combine shipments of orders on distributed lines. Throughout the year there are other freight offers – please speak to your local sales representative for current offers.

What opportunities are there for special pricing?

We offer discounts during our twice a year Restock promotion as well as various promotions throughout the year. Please speak to your local sales rep to find out more about current promotions.

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