FAQ for Business
Common Wholesale Ordering Questions
- How can I order online at Dilworth Coffee?
You can order retail coffee for home online through the retail website by visiting DilworthCoffee.com and looking for the category shop. You may also purchase coffee at any of our independently owned 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 – firstname.lastname@example.org
For existing wholesale accounts, you can order thru your Business Online Ordering Portal Account. To access visit the Login page that is located at store.dilworthcoffee.com.
- What lead time should I expect on my wholesale order?
Standard orders received and confirmed before 12 pm EST during normal business days will be shipped the next business day. Orders received after 12 pm EST may ship the second business day. Please be aware that our roastery will be closed on common holidays.
Large orders and retail cases of 5 cases or more may need additional lead time of 3 to 5 business days. Please separate any coffee, allied, or large orders at time of placement if needed to avoid additional days to process your order.
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 the need for expedited shipping when ordering. Customers ordering on our Business Online Ordering Portal, may note an expedited request in the note section when checking out online.
- 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.
- 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.
To process a claim for any damage, we will need tracking information of package damaged, summary of damage issue, and pictures of packaging to submit a claim to Fedex.
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 for wholesale accounts?
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.
- Can I pickup my order up from Dilworth Coffee?
At time of ordering, please request customer pickup as your ship method. This will ensure your order will be processed for pickup.
Business account 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 27612
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.
Dilworth Coffee does not offer “cash & carry” service.
- Can I get my order faster?
If you are a wholesale coffee customer, you may ask about our Same Day Guarantee or Expedited Shipping Options. 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 return products from a wholesale order?
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 and 25% for everything but coffee products. Applicable inbound and outbound freight charges are the responsibility of those requesting the return. Equipment and some products may not be eligible for return. Please consult customer service for any exceptions.
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.
dba Dilworth Coffee
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.
- 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
ACH bank Transfer with prior arrangements.
- Do you have a wholesale price list?
To view your wholesale pricing, please login into your Wholesale Business Portal account.
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.
Setting up an Account
- How do I setup a wholesale account?
Wholesale Accounts are available for customers who are buying for their business, such as coffee shops, gourmet shops, espresso bars, kiosks, and more.
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.
Return your Account Aggreemnet Form & Applicable Sales Tax Exemption Form to email@example.com. Completed applications typically take one business day to process.
Wholesale Account Application
NC Sales Tax Exemption Form
SC Sales Tax Exemption Form
CO Sales Tax Exemption Form
VA Sales Tax Exemption Form
GA Sales Tax Exemption Form
TN Sales Tax Exemption Form
PA Sales Tax Exemption Form
- What is the difference between a wholesale and retail account?
Wholesale Business Accounts are exclusively reserved for businesses or those involved in the trade or business of specialty coffee.
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. Otherwise, sales tax will be collected and remitted to the applicable state.
Wholesale B2B Portal
- How do I setup a Business online order portal account?
Once your Wholesale Business Account is established, you will need Customer/Account number, recent Invoice Number, and Total $ Amount from Invoice. Call one of our customer care associates at (800) 835-5943 if you need help setting up account access to the Business account portal?
See online video for assistance in portal registration if needed.
If you are not an existing business customer, please contact us to create an account.
- How do I access the Business Account Portal?
To access the Business Account portal, visit store.dilworthcoffee.com. You must have a business account with a username and password.