How to Order
There are many great ways to order. Using an electronic method will ensure fast, accurate ordering. The web site requires a username and password to place an order. Use the online form to request a web account.
- Telephone – 304-232-5040 (local) 800-433-7755 (toll free) - Speak directly to a sales rep
- Fax – 304-232-5245 (local) 800-901-6263 (toll free) - Send us your purchase order or write down the product code and quantity.
- Email – orders@handleyhouse.com - Send an email with the product code and quantity and we will take care of the rest.
- Web Site – www.handleyhouse.com - Use our secure web site to add items to a shopping cart and then complete the checkout process. Order amount is not final until we process it. Not all products are listed on the web site. Send a separate email with additional products or use the notes section during checkout.
Conditions of Order
Orders will be shipped per customer’s instructions. Customers may be responsible for reviewing orders for accuracy before they ship. Handley House ships all orders FOB shipping point which means we are not responsible for the goods once it has left our warehouse. A tracking number is emailed to the customer once the package ships. Handley House is not responsible for any taxes or fines during shipping. Documentation will be provided for any overseas orders to clear customs. Customer is responsible to abide by their government’s laws and pay any taxes associated with the order. If any package arrives with obvious damage to the outside of the box, the customer is responsible to report and file any claims to the shipping carrier. If goods arrive broken and there is no obvious damage to the outside box, the customer should notify Handley House immediately with a list of broken items.
Minimum Order
New customers will be subject to a $350 opening order. Existing customers with no activity in the past three months will become inactive and subject to reactivation minimums. A $60 minimum order is recommended for all orders. Some items may require a higher minimum order before shipping. Handley House has the right to enforce minimum orders at any given time and for any given amount.
Catalog Coding System
Please take a moment to become familiar with the stock coding and description system used in our catalog and price lists to ensure you receive the correct item.
Number Description Retail
MH625 Coach Light, 12V, 2/pk 5.40
(1) (2) (3) (4)
(1) and (2) combined make up the stock number. The first alpha characters designate the manufacturer’s name or product prefix. Each manufacturer has a unique 2-5 digit alpha code which corresponds loosely to their name. (i.e. IM=International Miniatures, MH=Miniature House, CLA=Classics). Using another vendors item number will not necessarily work in our system and could result in incorrect orders. Usually, the only difference between other vendors is in the product prefix (1).
(3) is the product description, including the standard pack size, if any. If no quantity is shown at the end of the description, that item is available in individual units. Other items, such as MH625 shown above, may indicate 4/pk, 6/pk or some other quantity per pack. These items are sold and priced only in the quantities indicated. Thus, when you order something such as MH625 above, order 1 unit to receive one pack of 2 pieces.
A product that has a description that starts with “DISCONTINUED” is a product that will no longer be stocked. You may still place an order for the item if it is in stock. No orders will be taken for discontinued items out of stock. An item that has a description that starts with “**NEW**” is a product that is sold under a new item number. The correct number is listed after the NEW in the description. Items with a “&” followed by a stock number are identical items. Items can have one or more identical items under different brands.
(4) is the suggested retail price per unit (or per pack).
Open Account Terms
Full payment by check, money order, or ACH must be received on the specified date for discounts to be allowed. Late payments may result in the termination of open account and shipment of all future orders prepaid or a COD/Cash basis only. Prepaid and COD shipments receive the same cash and freight discounts as open accounts, as well as sale discounts and special promotional discounts. Any invoices unpaid after the due date will accrue interest at 18% annual rate until paid. Interest charges will appear as an "Overdue Charge" on your statement. Any checks that fail to clear the bank will result in a $35 charge to the customer’s account and must be resolved before any orders will be shipped. Depending on how quickly the payment is resolved, a customer may lose any early pay discounts taken on the paid invoice(s).
Payment
All invoices must be paid in full when due regardless of items being returned (see return policy below). We accept checks, cashiers checks, ACH payments, money orders, cash on delivery, and credit cards (Master Card, Visa, Discover, and American Express). Wire transfers are also permitted; however, if the order amount is less than $1,000 then a $25 service charge will be added. We do not accept PayPal or any other forms of electronic payments. Customers using their debit card as a credit card may experience extra charges from their bank due to how our system processes cards. Handley House will not be responsible for any charges by the card holder’s bank. It is recommended to not use a debit card to purchase goods.
Drop Shipments
Customer drop shipments are accepted for an additional fee of $5.00 per order plus freight. Drop ship orders must be placed electronically either through our web site or email.
Backorders
Let us know if yo u are willing to accept backorders for items we do not have in stock. Backorders are shipped on your next order, at the terms which apply to that order.
Special Orders
With over 30,000 items in our system we are not able to stock every item. If you need an item not normally stocked you may special order the item. Special orders are handled promptly and shipped out after we receive the stock and get your approval. You may add additional items to the order before we ship. We can not accept returns for special orders. If the product was defective then we will help work with the manufacturer to get it resolved.
Returns
We hope you will be satisfied with all merchandise you receive from Handley House. However, should you need to return defective merchandise you must notify us within 10 days of the shipping date as shown on your invoice. Do not return merchandise for any reason without an “Authorized Return Label” from Handley House. We reserve the right to refuse any unauthorized return. “Authorized Return Labels” are valid for 30 days from the issue date.
To receive full credit, all authorized returned merchandise must be in perfect, resalable condition (no tags or stickers). Please do not write addresses or pricing information directly on merchandise being returned, and always pack and wrap items carefully to assure a safe return. Items that do not arrive in resalable condition will be returned to the customer within their next order, and return credit will not be allowed.
Always include with your package the reason for the return, the original invoice or Invoice number, and your “Authorized Return Label”. This will insure speedy and accurate handling of your credit memo which will be mailed to you after your return has been processed. If merchandise is returned without an “Authorized Return Label” or through no fault or error of Handley House a 15% restocking fee will be applied. For authorization, please email, fax, or call our main telephone.
All credits for returned merchandise will be issued when merchandise is received, not when we are told it is being shipped back. Credits given for returned merchandise may be used on future invoices.
*Please be aware that there is an expected industry average of products returned due to damage or warehouse errors. All accounts will be reviewed periodically to see if there is an abuse of our return policy; which may result in discount incentives such as Shipping Discounts being withdrawn. Without question we honor all reasonable requests for merchandise returned based on our return criteria; however, we will not assume responsibility for items ordered incorrectly, opinion of product value once seen, or items no longer needed by a customer.
Freight Damage
Please inspect all shipments carefully upon receipt. If you question the condition of a delivery due to shipping damage, refuse the shipment and notify us immediately. If you find damage after accepting delivery, please contact UPS. They will require you to keep the order in as close to the original shipment as possible to validate the damage claim. Do not return damaged merchandise or boxes to Handley House. This will jeopardize our chances of placing a claim with UPS and receiving proper credit. You will receive a credit for all damaged items when our claim is accepted by UPS.
Order Mistakes
We check and double check orders but sometimes mistakes do happen. If you received the wrong item or an incorrect amount, please notify Handley House immediately. We will credit your account and send the corrected items with your next order. If necessary we will pay to have the incorrect items returned to us.
Price Changes
Prices are subject to change without notice. Our web site will have up to date prices for products along with a link to download the latest price list, catalog, or a delimited file for easy integration into your software system.
Stock Status
Placing an order by phone, fax, email, or web site does not guarantee items will be shipped. The stock status on our web site is also not guaranteed to be 100% accurate. Orders are constantly invoiced and shipped on a daily basis. We process orders on a first come first serve basis. Getting your order in quickly is the best way to ensure you get the products you want. If you wish to be notified about items not in stock before your order ships then please let one of the customer representatives know when placing your order.
Auto Sub Items
Handley House has the right to automatically substitute ordered items that are out of stock with identical items that are in stock under a different brand. If you do not wish to receive substituted items then let a customer representative know. Substituted items are also eligible for any discounts that would normally apply.
Discounts
Volume pricing (tier pricing) is offered on select lines. Orders with quantities of 3 or more receive 5% off and quantities of 12 or more receive 10% off. Request an updated Volume Price List to see all products that qualify for volume pricing. Currently the product lines include Classics (CLA), International Miniatures (IM), Miniature House (MH), Famous Floors (FF) - flooring only, Aztec Imports (AZ), and Handley House (HH). Volume pricing is only good for items at regular price unless explicitly mentioned.
An order discount is available based on the total value of the order. Orders that are at least $250 receive a 2% discount. Orders that are at least $400 receive a 4% discount. Orders that are at least $700 receive a 5% discount. Orders that are at least $1,000 receive a 6% discount.
Cash paying customers (check, money order, or ACH) are entitled to an early pay discount. If payment is received within 10 days of invoice due date, receive a 5% discount. Orders paid with a credit card or wire transfer do not qualify for early pay discount.
Special Promotions
From time to time we run special promotions on entire lines or groups of lines that can save you a great deal of money. Discounts can be anywhere from 10 to 100% off regular wholesale price. Specials are run all year round and can happen at any given moment. These promotions are normally emailed so it’s important to get on our mailing list. Our web site also contains a list of all current promotions under the My Account page. Promotions can also be put in orders.
