Counter Culture Coffee – Wholesale Terms

Last Updated: April 30, 2018
Our Wholesale Terms cover many aspects of how we work with wholesale customers.

If you need more information or require answers to questions not covered in our Wholesale Terms, please contact Wholesale Customer Support at 919-361-5282 Ext. 1 or your assigned Customer Representative. Please also refer to our Website Terms of Use for additional terms related to use of the wholesale order website.

Pricing

The pricing listed on our wholesale order website is the amount the items will be sold for. Shipping and handling cost are additional. There are no discounts available unless specified.

Availability

All of our Products are subject to availability, and we reserve the right to impose quantity limits on any Order, to reject all or part of an Order, to discontinue offering certain coffees or products without prior notice.

Placing Orders

Web Orders – With limited exceptions, orders should be placed on our wholesale order website. Customers will be provided with login access to this site once setup as new customers.

Other Orders – In certain limited circumstances, orders may be placed by phone, fax or email. Approval for ordering using these methods must be provided by your assigned customer representative or salesperson.

Order Minimums and Free Shipping

There are no order minimums but any order over $250 will receive free UPS Ground shipping.

Changing Orders

Given the speed in which we process orders, once an order for coffee is placed it typically cannot be changed. If you would like to increase your order, you can place a new order. If you need an order expedited, you can select a faster shipping option such as Next Day Air. If you have any questions on your order you can contact Wholesale Customer Support at 919-361-5282 Ext. 1

Order Processing

East Coast
Orders are roasted, packaged, and shipped Monday through Friday from the East Coast.

  • Orders received by 4:00am (ET) Monday-Friday will be roasted and shipped that day.
  • Orders received after 4:00am (ET) Monday-Friday will be roasted and shipped the next business day.
  • Orders received after 4:00am (ET) on Thursday that are shipped Friday via Next Day Air will be delivered on Monday.

West Coast
Orders are roasted, packaged, and shipped Monday through Thursday from the West Coast.

  • For roasting and shipping on Monday: Order after 6:00 a.m. (PT) Thursday and before 6:00 a.m. (PT) Monday
  • For roasting and shipping on Tuesday:Order after 6:00 a.m. (PT) Monday and before 6:00 a.m. (PT) Tuesday
  • For roasting and shipping on Thursday:Order after 6:00 a.m. (PT) Tuesday and before 6:00 a.m. (PT) Thursday

Backorders

On rare occasions, some items on an order may be unavailable to ship. This typically only occurs with non-coffee items. In such cases, we work with customers to determine the best option:

  • Hold all items on the order until the backordered item becomes available.
  • Ship the available items and hold the order open until the backordered item becomes available (typically if the item will be available in 5 business days or less).
  • Ship the available items, remove unavailable items from the original order, credit the customer for the items not shipped and create a new order for the backordered items (typically if it will take longer than 5 business days for the item to be available).

Shipping

We ship coffees and wares throughout the United States and Canada. Expedited shipping is available if required. Shipping to Canada is handled through UPS, which will assess brokerage fees at the recipient’s expense and may incur additional charges.

If your company has its own common carrier or national shipping account, please include your account number and the vendor’s contact information in your purchase order along with any other routing instructions.

On occasion, one of our delivery carriers may suspend their normal business operations. On such occasions, there may be a brief delay before your order ships.

Payment

Credit Card Terms – Customers on credit card terms will be charged when their order is placed. We currently accept Visa, Mastercard, American Express, and Discover. Because of the card validation requirements of our site, internationally-issued credit and bank cards, excluding those issued in Canada, are not accepted. Please email [email protected] for help resolving a payment issue.

Credit Terms – Most new customers will be set-up on credit card terms for 90 days before being eligible to apply for credit terms. If you are interested in applying for credit terms, please contact your customer representative. Every customer requesting payment terms is required to complete a credit application and return it to [email protected] Please allow 14 days for credit approval to be completed.

If the credit application is approved, our standard terms are a 1% discount if paid within 10 days with the full invoice amount being due in 30 days (1% 10 Net 30). Customers on payment terms can pay by credit card, check, and in certain circumstances, wire transfer.

Checks should be mailed to our Lockbox:

PO Box 890605
Charlotte, NC 28289-0605

If you are on Credit Terms and have invoices over 30 days past due, your account will be put on “Hold”. You will be unable to place new orders until all invoices over 30 days past due are paid in full. You can contact 919-433-5121 to make a credit card payment and have your account removed from hold.

Any customer put on “Hold” more than 3 times in a twelve month period will be placed back on Credit Card Terms.

Resale Restrictions

Only items designated as retail items (such as our 12oz bags) may be resold. Wholesale items (such as our 5 lb bags) may not be resold.

Returns & Refunds

For refunds related to billing errors, please email [email protected] coffee.com or call 919-666-6264

For refunds related to other issues with coffee, equipment, parts or accessories, please contact your assigned customer representative. Your customer representative will require your order number and which items(s) you would like a refund on and why. Refund requests will be considered on coffee orders up to 30 days after the invoice billing date.