Wholesale Ordering FAQ

Wholesale Ordering FAQ’s

Note that these Wholesale Frequently Asked Questions (“FAQ’s”) are for business accounts. For questions related to our Retail customers and Retail Online Ordering site please visit our Retail FAQ page. The FAQ’s also constitute our Wholesale Account Terms and Conditions. A complete version is available for printing.

Business Online Ordering Portal Account log in is located at store.dilworthcoffee.com.

How can I order coffee online at Dilworth Coffee?

You can order retail coffee for home online through the website by visiting www.DilworthCoffee.com/shop. You may also purchase coffee at any of our Dilworth Coffee storefronts.

Wholesale orders may also be placed by telephone or email during normal business hours (Monday through Friday, 8:00 am – 5:00 pm ET).  Voicemail or email ordering is available for after-hours orders. All orders NOT placed by telephone will be confirmed prior to being fulfilled.

  • Toll-free phone – 800.835.5943
  • Local phone – 919 881 8271
  • Email – orders@dilworthcoffee.com

What lead time should I expect on my order?

Standard orders received and confirmed before 12 pm eastern time during normal business days will be shipped the next business day. Orders received after 12pm may ship the second business day. Please be aware that our roastery will be closed on common holidays.

If you are a wholesale customer who orders by telephone or email, you may discuss expedited shipping with a Customer Care Associate upon placing your order. Please dial 800.835.5943 or mention when ordering.  Customers ordering on our Business Online Ordering Portal, may note an expedited request in the note section when checking out online.

Can I get my order faster?

If you are a wholesale coffee customer, you may ask about our Same Day Guarantee. This is how it works: You may pay $25 or 10% of your total bill (whichever is larger) for expedited order processing. When the Same Day Guarantee is available, orders received and confirmed by 12pm will ship the same day. Same Day Guarantee is not available for all orders; please ask your customer service representative if your order qualifies. Call our customer care team at 800.835.5943 to discuss your options.

How do I set up an account?

For online orders, you may set up an account on the shop page www.dilworthcoffee.com/shop or during checkout.

For wholesale orders, please call a Customer Care Associate at 866 849 1682 to set up a wholesale account.

How will my order be shipped?

For online orders, you can select your shipping method at checkout.

For wholesale orders, our preferred shipping carriers are FedEx Ground and FedEx Freight (FEDEX). Other carriers can be accommodated, but all freight cost will be the responsibility of the customer. In the event of large wholesale orders, heavy items, special orders and oversized orders, LTL (pallet) service is available. Orders being shipped LTL carrier require an extra 24-hour notice to make carrier arrangements. Customer requests or additional charges required to receive LTL shipments are the responsibility of the receiving party.

Can I pick my order up from Dilworth Coffee?

For wholesale orders, Dilworth Coffee is manufactured in Raleigh, NC. If noted at the time of ordering, orders placed prior to 12 pm eastern time can be picked up from our Raleigh, NC roasting and production facility at 4320 Delta Lake Drive, Raleigh NC on the following business day. This service is available without appointment Monday through Thursday from 1:30 PM to 3:30 PM ET at Loading Zone 2. Please look for the signage and bell to ring for someone from our team members to assist you with your order. For the safety of ALL our guests and team members, face coverings are required to utilize this pick-up service. The option will be available on your retail order checkout at DilworthCoffee.com.

Dilworth Coffee does not offer “cash & carry” service.

If you are located in or near Charlotte, NC, feel free to visit a Dilworth Coffee storefront and purchase coffee in store. Find our storefronts by clicking the “Visit” tab on the menu.

What is the minimum order?

Wholesale business accounts, once approved, can purchase one available unit based upon the item.  Certain minimums may apply to receive certain discounts or promotion offers.

What are my payment options?

For wholesale orders submitted online,  telephone or email, we accept the following payment methods:

  • Major credit cards: Visa, MasterCard and American Express
  • Certified check
  • Check on delivery (COD) or ACH bank Transfer with prior arrangements.

Can I order wholesale coffee online?

You may order coffee online at the listed price. To receive wholesale pricing, however, you will need to order by phone or email. Please call 866 849 1862 or email orders@DilworthCoffee.com. We cannot retroactively adjust prices or tax calculations for wholesale customers made online. Once an order is placed online, the price and taxes cannot be changed.

What is the difference between a wholesale and retail account?

Wholesale Busines Accounts are exclusively reserved for businesses or those involved in the trade or business of specialty coffee. Generally, you must register in your state as a business or other qualified entity and complete the Wholesale Business Account Agreement Form to be considered for a wholesale business account. You may download and complete the Account Agreement Form and email your paperwork to billing@DilworthCoffee.com or mail it to Dilworth Coffee c/o Stockton Graham & Co., P.O. Box 90545, Raleigh NC 27675. Please allow up to three business days from receipt of your application to set up your wholesale account.

Businesses that have set up a wholesale account with us may qualify to NOT have certain state sales or use taxes assessed on purchases from Dilworth Coffee.  We will need to have properly completed sales and use tax exemptions forms on file with Dilworth Coffee.

All required forms

NC Tax-exempt Form

SC Tax-exempt Form

CO Tax-exempt Form

How do I set up a wholesale account?

Wholesale Accounts are available for customers who are buying for their business, such as coffee shops, gourmet shops, espresso bars and kiosks, and more.  To set up a Wholesale Business Account, you will need to complete our Dilworth Coffee Account  .  Applications typically take one to two business days to process.

Alternatively, call a Customer Care Associate at 800.835.5943 to start the process of setting up a wholesale business account.

 

How are wholesale prices structured?

Wholesale price lists are available upon request. Contact us at 800.835.5943 to request a current price list. Prices are subject to change without notice.

How do I return a product?

All requests for returns of products ordered on this website must be made within 5 days of delivery. No returns can be accepted without prior authorization, which you can receive by calling 866.849.1682. All product must be sealed, non-expired, and in good condition to be considered for return.

There will be a restocking charge fee of 50% on all coffees. Applicable inbound and outbound freight charges are the responsibility of those requesting the return.

Please include your authorization number on all product returns.  Once the product is received and inspected, a credit memo will be issued within 5-7 business days.

Return those orders to

Stockton Graham & Co. | Dilworth Coffee
ATTN: Returns
4320 Delta Lake Drive
Raleigh, NC 27612

To return an item purchased in a Dilworth Coffee storefront, please only return it to the store of purchase. Each store has its own return policy. Please be sure to understand the return policy for every item you wish to purchase before you make a purchase. Stores may choose not to accept returns at their discretion.

How do I report a damaged shipment?

Please inspect all deliveries upon receipt. All claims for damaged shipments must be made within 2 business days of receipt. If a damaged order is received via common ground carrier, please note it with the delivery driver, retain all packing materials with the order and contact Dilworth Coffee at 800.835.5943 to report the situation. If a damaged order is received via an LTL carrier, please submit the claim directly to the carrier, per Federal Regulations.

YOU ARE RESPONSIBLE FOR REPORTING DAMAGED SHIPMENTS

 

Do you offer free shipping?

If you have registered with us as a wholesale customer and your account is in good standing, you may qualify for free or reduced shipping on certain products. Please discuss your options with your sales representative or a Customer Care Associate by calling 800.835.5943.

How do I set up Business Online Ordering Portal Account?

Once your Wholesale Business Account is established, you will need Customer number, Invoice Number, Last Amount on the invoice from a recent invoice.  Visit our step by step instructions or call one of our customer care associates at 800. 835.5943. Need help setting up the portal? Check our Portal help page.