For More Answers Please Call: 253-293-1300 (Ext. 2)
Q: How do I become a new customer?
A: We love meeting new friends! Simply fill-out our online “New Wholesale Account” form and our Customer Service Department will approve your account within 24 hours. Once approved, you will receive an email with a user ID and temporary password.
Q: How do I change my password?
A: You may update your online account including password preferences, user ID, and approved users for your account through your online customer dashboard.
Q: Can I view my order history?
A: You may access all your past and current orders as well as processing and payment statuses through your online user dashboard.
Q: What if I want to add an item to my order?
A: You may always submit additional orders which will be included with your original delivery purchase order. Please note that cutoff times still apply to subsequent orders. However non-minimum delivery fees will be removed should the combined invoices total the required purchase minimum.
Q: What if I need to remove an item from an order not yet delivered?
A: You may request an item removal or invoice cancellation through your Customer Service Representative via email or phone. Please note that items cannot be removed from a delivery after our trucks have left our warehouse.
Q: Why does my order say it’s on hold?
A: Our website unfortunately equates payment method with order status so if you choose check or terms it will say “on hold.” Please ignore these statuses; you will always be notified by our order or accounting department if your account is truly on hold.
Q: Can I return an item?
A: We want you to be 100% satisfied with your selection. Should you need to return a product for any reason or discover something missing from your order, please submit your request within 3 business days of delivery for food/beverage product and 5 days for all other items. All returns must be authorized with one of our Customer Service Representatives. We do not accept perishable or used item returns. A 15% restocking fee may apply to certain item returns. Special order items may not qualify for return.
Q: How do backorders work?
A: While we strive to keep well stocked of all listed products, sometimes due to manufacturing shortages or delayed delivery, items may be back-ordered. As a standard procedure, all products that are back-ordered will automatically be scheduled for delivery once they arrive at our Fulfillment Center. Delivery fees are not applied to back-order deliveries.
Q: Can I receive prior notification if an item is going to be backordered?
A: To learn if an item will be backordered prior to delivery, you may reference your invoice via your online dashboard which will display any items that require a delivery delay. We are unable to provide special phone calls or email notification of backordered items prior to your delivery date.
Q: What if an item is delivered damage or incorrect?
A: While we work very hard to ensure all items you ordered arrive to you safely, should you discover a damaged or incorrect product, please contact your Customer Services Representative and we will issue a delivery of a replacement as soon as possible.
Q: How does your digital delivery system work?
A: To cut down on paper and improve efficiency, we’ve created a fully integrated digital delivery and order signature system. Each of our delivery drivers utilizes an iPad and our system enables them to view your complete order, the status of each item on the order and a place for you to sign for your delivery. You may request to view your purchase order from the driver and go through each item to ensure delivery success.
Q: How do I access my invoice after a delivery has been made?
A: As we do not provide paper invoices at the time of delivery, you may access your invoice(s) through your online user dashboard. This will enable you to view, print, download or email for any purpose you require.
Q: Can I create a shopping list for future orders?
A: You may create unlimited customized shopping lists simply by viewing the item you’d like to add to a list and selecting the “Add to Shopping List” button available on every main product listing page. Create multiple lists for separate locations or employee managers, name each list according to your own preference and cut down on shopping time.