Ordering FAQs – Dilworth Coffee

Ordering FAQs

wholesale coffee & retail coffee

ORDER COFFEE ONLINE

How can I order coffee online at Dilworth Coffee?

You can order coffee 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 – 866 849 1862
  • 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 866 849 1682.

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. Dial 866 849 1682 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 1862 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?

Orders placed online will ship via the method you choose during checkout. You may have an option of picking up your order at our roasting facility at 4320 Delta Lake Drive, Raleigh, NC 27612 from 2pm-5pm ET on regular business days. Please allow 2 full days for us to roast and package your coffee for pickup.

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 between 3:00 pm and 5:00 pm eastern time. Special arrangements that do not fall within these guidelines may incur a rush order charge of 10% or $25, whichever is greater. 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?

For retail orders purchased on this website, the minimum order is one 12oz bag. You may purchase any number of bags at any of our Dilworth Coffee storefronts.

For wholesale orders, we ask that all orders meet $200.00, prior to discounts. Orders that do not meet $200.00 prior to discounts, will be priced at retail pricing levels.

What are my payment options?

For online orders, you can pay with any credit card.

For wholesale orders submitted by phone or email, we accept the following payment methods:

  • Major credit cards: Visa, MasterCard and American Express
  • Certified check
  • Check on delivery (COD)
  • Bank transfer

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 accounts are exclusively reserved for businesses. You must register in your state as a business and submit paperwork to us with your state resale license number in order to receive wholesale prices. You may email your paperwork to orders@DilworthCoffee.com or mail it to Dilworth Coffee c/o Stockton Graham & Co., P.O. Box 90545, Raleigh NC 27675. Please allow three business days from receipt of your paperwork to set up your wholesale account.

Businesses that have set up a wholesale account with us are able to make purchases from us without paying state taxes.

How do I set up a wholesale account?

If you are a business, you can set up a wholesale account, which may afford you wholesale pricing and tax considerations.

Please contact 866 849 1862 to set up a wholesale account. You will be asked to submit a tax ID for your business to qualify for wholesale pricing.

For all new wholesale accounts, we request that orders are paid with a credit card until alternate arrangements have been requested and approved. To request alternate arrangements, please complete the appropriate application(s) available through Dilworth Coffee’s accounting division or your Customer Care Representative. Please allow a minimum of 10 business days to process requests. Dilworth Coffee reserves the right to adjust payment terms at any time in accordance with policies included within each application.

Please contact us to arrange for wire transfer for LTL shipments that are not prepaid. This may increase lead times to ship the order.

For orders being shipped as COD, the shippers may assess certain charges or fees, which will be passed along to the customer. Due to the nature of LTL shipments, COD is NOT an option.

In accordance with federal and state laws, Dilworth Coffee must collect sales and use tax in certain jurisdictions from any customer whom the Company has not received proper Sales and Use Tax Documentation, included with every new account application.

Account balances must be current and paid in accordance with the terms agreement on or before the invoice due date. Dilworth Coffee reserves the right to hold shipments pending receipt of payment on delinquent balances due.

 

Accounts that are past due must be brought current before additional orders are picked up, delivered or shipped. Delinquent accounts are subject to pay all reasonable attorneys’ fees, collection fees, collection agency fees and costs incurred as a result of collecting on past due accounts or accounts in default. Accounts not paid according to established terms are subject to finance charges equal to 1.5% per month with a minimum of $1. Accounts approved to pay on a terms basis may settle balances with a credit card to prevent delay with order shipments. However, a 3% processing fee will be applied to the authorized amount for payment

 

How are wholesale prices structured?

Wholesale price lists are available upon request. Contact us at 866 849 1682 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 866 849 1682 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.

THERE ARE NO EXCEPTIONS. YOU ARE RESPONSIBLE FOR REPORTING DAMAGED SHIPMENTS.

 

Do you offer free shipping?

For orders placed on this website, you may select shipping methods and costs in the checkout process.

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 866 849 1682.