THUMBIES PARTNERFREQUENTLY ASKED QUESTIONS
QUICK LINKS:
About Prints:
Why do I have to give you my permission to release prints to families?
As collectors of the print, the rights to the images collected belong to you. We safely store those images on your behalf. Because we don’t know which individual should or should not have access to the print images, we rely on you to let us know when it is acceptable to share them. If you prefer that Thumbies not reach out every time we receive a request for images, you can indicate within your print vault account that Thumbies is pre-authorized to share any prints if we receive a request.
Why do we keep getting Print Quality Letters (PQL’s)?
Thumbies sends Print Quality Letters in instances where we feel there are no areas of the provided prints that we can use to create a commonly accepted keepsake. We are willing to produce a keepsake using the best available print section, but we send this letter to make sure you and the customer are aware of the concern and to receive direction on whether you/they wish to proceed, provide alternative prints, or cancel the order. We understand some prints are difficult to collect, and other prints show the wear and tear of a full life. This step is simply in place to help make sure the recipient is satisfied with the keepsake they receive.
I can’t make a name or date of death correction in the vault.
If this is the case, they are restricted from editing print profiles due to the role assigned to them in the print vault. They need to speak with an admin user of their print vault to either have it changed or confirm that their access is limited.
About Keepsake Products:
Why isn’t tarnishing covered?
Pure silver is resistant to tarnish and rust, but it's too soft to use for jewelry. That is why Thumbies and many other jewelry manufacturers use Sterling silver, which is an alloy of 92.5% pure silver and 7.5% other metals. It’s these other alloys that tarnish. Tarnish is a thin layer of corrosion or discoloration that can make silver appear dark gray or black. It only affects the first layer of the metal, and it can actually help protect the deeper layers.
All sterling silver will eventually tarnish. Thumbies applies a protective plating to our sterling silver pieces to slow this process. However, that protective coating will wear off over time and can even be removed by certain chemicals in lotions and jewelry cleaning products. If your customer has a tarnished piece, they can work with a local jeweler to have the piece cleaned and even re-plated with that protective coating.
My Account & Orders:
My customer found a coupon but I can’t enter the order with it, why?
Partners are ineligible to use these codes. Your customer can use the code by purchasing online and using the Print ID assigned to the prints of their loved one.
My customer found a coupon but I can’t enter the order with it, why?
Promotional discounts are targeted at families to generate sales. Partners are ineligible to use these codes. Your customer can use the code by purchasing online and using the Print ID assigned to the prints of their loved one.
My customer found a coupon but I can’t enter the order with it, why?
Promotional discounts are targeted at families to generate sales. Partners are ineligible to use these codes. Your customer can use the code by purchasing online and using the Print ID assigned to the prints of their loved one.
Do you offer a Military Discount?
Yes. Thumbies offers a 20% discount off retail pricing (gold excluded) for military. Please contact Customer Care to have this discount applied to your order.
Do you offer Employee Discounts to partners?
Yes. If you are looking to purchase a personal Thumbies keepsake, contact Customer Care. We will provide you with an additional 20% off wholesale (gold excluded).
Can you send me a new PDF sheet for the family to place an order?
Here I would promote sending the family an email via the Family Contact section. We do need to work on giving partners the ability to resend letters from the vault without having to ask Customer Care. This is a simple fix that we need to request of our developers.
How can I transfer prints to another location of ours?
If your locations are linked within the vault, you have the ability to do this yourself by opening the print profile and clicking the ‘Transfer Print’ button. If you need to link facilities or transfer a print to another partner that you are not linked to, please email or call Customer Care.
Can I be notified when a family places an order?
We need to work on creating this workflow somewhere within our system. We should aim to have this available within the next 3-6 months.
