Frequently Asked Questions
Account/Website
I am experiencing technical issues with your website. Who do I contact?
Please contact us at Support@foambrain.com and we will troubleshoot that issue for you.
How do I update the address on my account?
You can update the address on your account when you sign in to foambrainwholesale.com and place an order or you send an email to Support@foambrain.com and we can update your account information for you!
Do I need to create a new account for another location?
No, you do not need to create a new account for all of your store’s locations! You can add addresses to your account and select the correct location’s address upon Checkout for each order placed making ordering for different locations a breeze.
Products
This is my first order and I’m not sure what products I should purchase. Can you help me build an order?
Welcome! We’d be glad to give you some guidance and tips on our products including our Retailer Packages. Please send an email to our Director of Sales at Sales@foambrain.com
I would like to discuss some ideas for Custom Products!
We’re happy to help with any ideas you may have for Custom Products as well as placing an order for any Custom Products. For more information, please reach out to our Production Coordinator at kara@foambrain.com
The Plastic RPG Set I purchased looks a bit different than the photo on your site.
Due to our manufacturer’s process, our plastic rpg dice sets may exhibit slight variations in colors and patterns. Though, the main color schemes and style will remain the same - you may receive a set that has more purple than blue, for example.
For this reason, our plastic dice sets will not always be exactly the same as the sets posted in our listings though we do our best to select sets that best exemplify the colors and variations in each set.
What can I do if a product is OOS on your website?
If you click on a product that is Out Of Stock, you can enter your email to be notified when that item is available.
You can also sign up for our Weekly Newsletter to be notified of new releases, restocks, and special offers.
Do you have reference materials for building your displays?
Yes! We have many downloadable resources for our Retailers that can be found under the “Resources” Tab and “TV Images and Video”.
Here you will find not only Display Tutorials but media for your store/event’s TV screens!
Do you carry your seasonal Loots year round?
Most of our Seasonal Mystery Loots are only available until we sell out.
I’ve just ordered Custom Snap Trays for the first time. What is my next step?
In order to get your Custom Snap Trays in queue, we’ll need your logo; black and white or outlined logo images are optimal for our engraving process, preferably in Vector/.eps format.
If you have art/logo on file with us for Co-Branded Custom Cubes/Tins, we will be in touch to confirm if that’s the logo you’d like us to use.
If our Pre-Production Coordinator has any questions or concerns, they will reach out to you directly to confirm before sending the file to print.
A few important notes Re: our Custom Snap Trays:
*Our machine can cut and engrave so essentially it is etching out your logo which uncovers the color underneath which is why black and white artwork is optimal so the art’s line are clearly defined when engraving.
*Depending on the particular tray, the colors etched may vary. You will notice our colors read as “Black/Silver” or “Black/Gold” which means the color of your artwork would be Silver or Gold on a Black Snap Tray.
If no second color is listed in the color/s name on the listing, the color of your artwork will be black.
*Typically our Lead Times are 2-3 Business Days but depending on Production Lead Times that will vary. If your Custom Snap Trays may take beyond 3 Business Days, we will contact you.
Can you tell me more about your Co-Branded Customs?
Absolutely! Our Co-Branded Custom Cubes and Tins are $0.50/ea.
The only product packaging we currently customize this way are our Plastic sets’ Acrylic Cubes and our Metal sets’ tins.
Products with specific artwork (For Example: Hollow Hearts, Pride Flag, Puzzle Cube, Dice51, etc.) will not be customized.
Co-Branded Customs can be added to your order using the “Co-Branded Logo Cubes” and “Co-Branded Logo Tins” toggles provided at the bottom of the Checkout page.
You can select both or you can select one or the other; once selected our system will count the cubes/tins needed and add them to your order before you Checkout.
Once you’ve placed your order, you will send your artwork/logo (Vector/.eps format is best!) to Support@foambrain.com.
If our Production Department has any questions, they will reach out to you directly before sending to print.
If you love your Co-Branded Customs, please let us know at Support@foambrain.com so we can tag your account. This tag will prompt your cart to AUTOMATICALLY add those customs to each of your orders, making Checkout a breeze!
Co-Branded Customs can also be applied to any of our Retailer Packages!
Orders
What is your current lead time?
We try to ship all orders ASAP - currently most orders ship in 3 days or less.
What is your current Production Lead Time?
Our Production Lead Times vary. For current Production Lead times for customs, displays, or custom products - please reach out to Support@foambrain.com
What can I do if I need an order ASAP?
If you need an order by a specific date, please leave us a Note at Checkout! You can also reach out to us at Support@foambrain.com if you have questions or concerns.
Can I duplicate an order or place an order using a CSV File?
You can duplicate an order via a button in the upper right hand corner of the view order page. Our site will remove any currently Out of Stock items and you may add or remove customs or other items as needed.
CSVs are emailed to you for each order you place. Please check your Spam if you have not received one.
Who do I contact re: questions on an order I’ve placed; returns/exchanges, missing or damaged products, making a change, making additions, etc.?
Please reach out to our team via Support@foambrain.com should you need to make a change or addition to an order you’ve already placed.
When do I qualify for FREE Mystery Loot Displays?
We offer (1) Free Loot Display per qualifying order (Limit 1 per store location) for each type of Mystery Loot.
All of our Loots qualify at a QTY of (25) EXCEPT for our Halfling Loots, which qualify at (50).
Any Loot Displays you may need beyond that can be found under “Retailer Products'' and then “Displays”. Those displays are $20/ea.
If your order does not qualify for a Free Loot Display, we will remove it before fulfilling your order.
Should you have a Loot Display that breaks, please contact us at Support@foambrain.com
When do I qualify for a FREE Compact D20 Metal Display?
We offer (1) Free Compact D20 Metal Display per qualifying order (Limit 1 per store location).
An order with a minimum QTY of (40) Metal RPG sets will qualify for this free display.
Any Compact D20 Metal Displays you may need beyond that can be found under “Retailer Products'' and then “Displays”. Those displays are $45/ea.
Should you have a display that breaks, please contact us at Support@foambrain.com.
Can I get a replacement for a damaged item?
We can offer a replacement for a damaged item within 30 days of when you received it. Should you encounter any damages, please contact us at Support@foambrain.com
Shipping
My order was marked as delivered but it has not shown up
Sometimes shipping carriers mark packages delivered prematurely. The first thing you should do is check around your mailbox and property. If you have not found it, give your local post office a call. They will be able to provide information beyond what we can see on the tracking information link.
Reach out to us at Support@foambrain.com if you have any more questions and we’ll be happy to work on a resolution with you in this case!
My tracking shows my order is still in transit.
Sometimes shipping carriers can experience delays. If you are concerned about your package or if it has been over two weeks, please contact your local post office as they will be able to provide more information beyond what we can see on the tracking information link.
Reach out to us at Support@foambrain.com if you have any more questions and we’ll be happy to work on a resolution with you in this case!
Do you ship to PO Boxes?
Yes, we do! When submitting your address, just input your PO Box instead of your physical address.