Custom Poker Chips: Shipping Damage, Claims and Replacement
Every custom order passes digital proof approval before a press runs — that is your design lock. Delivery inspection is the last gate: it catches freight crush, packing errors, and rare factory outliers proofs cannot show on screen.
Made to order — why “return it” is not the default
| Fact | What it means for you |
|---|---|
| No pre-made inventory | Your chips did not sit on a shelf — they were pressed for your denominations |
| Proof sign-off | You approved layout, colours, and quantities before manufacture |
| MOQ runs | 300+ ceramic or 500+ clay — cancelling mid-run wastes the full batch |
That is why the policy is no returns once production starts — not because support disappears when freight drops a case. Defect resolution is the exception path: chips that do not match what you approved because of our manufacturing error.
Still deciding whether factory custom fits your timeline? Read is Poker Foundry right for you? before you order.
Shipping damage vs manufacturing defect
| Symptom | Likely cause | First action |
|---|---|---|
| Dented case corner, foam intact | Transit | Photo box + case; spot-check chips |
| Hairline edge nick on scattered chips | Vibration | Note; usually playable |
| Crushed stack, cracked bodies | Transit or packing | Set aside; photo full stack |
| Wrong denomination on a colour | Manufacturing / packing | Stop — bag stack; photo vs proof |
| Count short vs invoice | Packing error | Recount; weigh batches; email |
| Blurry print on all chips of one colour | Manufacturing | Compare to approved proof PDF |
| Colour slightly off proof | Often print tolerance | See returns policy — not auto-defect |
Rule of thumb: if the issue existed on the proof you signed, it is not a defect claim — it is the approved design. If physical chips diverge from that proof, document before play.
48-hour delivery inspection (summary)
Run the full checklist in inspecting custom poker chips on delivery. Minimum viable pass:
- Photograph sealed cartons — labels, corner crush, tape cuts
- Count each denomination — match quote summary (weigh stacks if 500+ chips)
- Spot-check 10–20 chips per colour — centre art, ring text, denomination
- Inspect edges — clay inlay lift; ceramic print scrape (clay vs ceramic)
- Email issues within 48 hours — order ID, photos, counts
Do not run a home game on suspect stacks until you have photos — grease and shuffle wear blur claims.
What to include in a damage or defect email
| Item | Why we need it |
|---|---|
| Order / quote reference | Pulls production files and proof |
| Denomination map | Which colour should read which value |
| Expected vs counted qty | Per colour table |
| Photos | Carton exterior, case interior, face + edge of affected chips |
| Approved proof PDF | Side-by-side comparison |
| Delivery date | Confirms inspection window |
Subject line that helps: Order [ref] — count short / misprint / transit damage — photos attached
We respond through contact@pokerfoundry.net (same inbox as quote questions). WhatsApp on the site works for urgent club events if your tournament is this weekend — still send photos first.
What Poker Foundry will and will not replace
Typically covered (manufacturing error on our side):
- Chips materially different from the signed digital proof
- Systematic misprint across a denomination
- Significant count shortage vs approved invoice
- Structural failure — cracked bodies, lifted inlays beyond normal freight nick
Typically not covered:
- Artwork choices you approved on proof (font, colour hue inside tolerance)
- Change of mind after sign-off
- Customer spec errors — wrong quantities submitted in the quote
- Normal print tolerance band described in returns policy
- Wear after play — fading from sunlight, oil buildup (cleaning guide)
Resolution is case-by-case — often replacement chips for affected denominations, not a full-order refund.
Freight claims and international delivery
Poker Foundry ships worldwide — region and freight mode are selected in the instant quote tool. Long lanes mean more handoffs:
| Stage | Risk | Mitigation |
|---|---|---|
| Export packing | Case shift | Foam, denomination sleeves |
| Hub sort | Corner impact | Rigid case + outer carton |
| Last-mile | Porch drop in rain | Inspect indoors; dry 24 hours before sealing case (storage guide) |
If outer carton shows heavy crush, photograph before opening — carriers sometimes require packaging photos for claims. We can supply commercial invoice copies for customs disputes; damage claims may need parallel carrier paperwork depending on your market.
After resolution — play and reorder
Once replacement chips land, re-run a light count — do not assume partial shipments are complete. Store your proof PDF and denomination map with the case; reorders depend on the same files.
Planning your first custom set? Configure denominations in Label Studio, approve a proof, then get an instant quote — accurate counts in the quote reduce packing-error risk at the factory.
Common mistakes
| Mistake | Why it hurts | Fix |
|---|---|---|
| Skipping 48-hour inspection | Wear blends with transit damage | Open and count on delivery day |
| Mixing suspect chips into play | Weakens defect evidence | Bag and label stacks |
| No photos of carton | Blocks freight claims | Shoot exterior before lid open |
| Expecting full refund | Made-to-order policy | Pursue replacement for real defects |
| Approving proof while rushed | “Defect” is actually signed art | Use proof approval checklist |
| Storing wet chips | Warp + inlay lift | Dry fully — see storage guide |
Soft CTA
Custom chips are a long-lived purchase — one inspection afternoon protects years of weekly games. When your spec is locked and your timeline allows ~10 weeks post sign-off, get an instant quote for 10g casino-grade ceramic or clay with printed denominations your guests can read without asking the host.