Home > FAQs
How do I search for an item?
You may search the database in a variety of ways. You may search by brand, description, keyword or item number using the Search feature at the top of the home page. Simply type your search criteria (a key word like Brent & Sam's, cookies, or an item number) and click Find.

What is your minimum order?
The minimum order is one case.

Can I split cases?
In order to keep our prices as low as possible, we are not able to split cases.

Where do I add special notes (i.e. pick up or delivery instructions, special back order instructions, etc.)??
Special Instructions may be added to your order at the bottom of the checkout page before finalizing your order.

How will my order be shipped?
We use the most effective, economical method of shipping that will get our product to your doorstep quickly and safely. Most of our shipments are made via Fedex ground service. We can also arrange for expedited shipping at overnight rates to get product to you faster than ground service. Ask one of our customer service representatives to help you determine which shipping method is most beneficial to your needs. We will be glad to tell you when your shipment will be delivered when your order is placed. Our accounting system allows us to have UPS send you tracking information when your order is shipped. All we need is your email address to provide that service.

How much will shipping cost?
We charge $9.95 per order. No matter what the order size is we charge $9.95.

Where is my order shipped from?
All orders are shipped FOB our warehouse at:
115 N. Brandon Drive
Glendale Heights, IL 60139.

When will my order be shipped?
Typically, your order will be shipped in 48 hours on business days.

How long will it take for my products to arrive?
Standard UPS ground shipping times for the 48 contiguous states range are from one to four days. Remember, for an additional cost we are able to provide expedited shipping if your needs require it. See map below for transit times.

Is my order taxable?
In Illinois we are required to collect tax on food of 1.75%.

Is it safe to use my credit card online?
We use Yahoo's secure server which supports industry-standard 128-bit SSL encryption. When you enter your credit card number into the order form, it is transmitted across the Internet in an encrypted (scrambled) form, and then decoded when it gets to us.

What total will be charged to my credit card?
When you place your order online, you are presented with the price of the merchandise as well as the freight charge that is applicable. Immediately following receipt of your order, you will be sent an order confirmation via email. This email will include an itemized list of the charges. Any discounts that may have been applied will be reflected in the email you receive. The total amount shown on your confirmation will be the total amount charges on your credit card. We will let you know if there is ever an exception for any reason.

When will my credit card be charged?
We will secure an authorization on your credit card before we send your order to the warehouse. Your credit card will then be charged when the product is shipped. Any backorders will be charged only after they are shipped, with a proportionate amount of the shipping charge (if any) applied.

Will my back order automatically be sent?
Once the product arrives in our warehouse, your back order will automatically be shipped unless you request us to cancel the backorder.

How do I go about canceling an order?
Please contact the Customer Service Department by phone at 800-510-7896. Customer service representatives are available Monday through Friday from 8:00 a.m. - 4:00 p.m. Central Time. We can only cancel your order if it has not already been shipped. If your order has been shipped and you wish to cancel it, you must receive it and ship it back to us intact at your expense.

Can I buy products that contain chocolate during the warm summer months?
We ship chocolates and heat sensitive items year round. Please refer to our Warm Weather Chocolate Policy under the Ordering Info tab in the left hand bottom corner of the home page.

How are returns handled?
We want you to be 100% satisfied with your order! If you are not satisfied, product may be returned for an exchange or a refund, whichever you prefer. Call customer service for a return authorization. Please arrange for any returns within three (3) business days after receiving your product. We will then process your credit upon return of the product to our warehouse. No returns will be accepted after 30 days. Product damaged in shipping must be reported to within three (3) business days of receipt. Please keep damaged shipping containers as our carriers often times will require an inspection to process a damage claim. If you dispose of the damaged shipping containers without our authorization, the claim may not be able to be processed and you might not be able to receive credit.

How do I sign up for emails?
Email Sign Up button at the bottom of the home page. If we are having a promotion, an e-mail will be sent, no more than twice a month. New products and other changes that occur are reflected on the website.

May I pick up my order instead of having it shipped?
Yes, we will be happy to have your order ready for you to pick up at our facility in Glendale Heights. We ask that you allow us at least 24 hours lead time.

What are my payment options?
All orders may be paid with a Visa, MasterCard, American Express or Discover card. You may also send us a check for the amount of your purchase. We will then release your order after the check has cleared the bank. We are not able to sell on a C.O.D. basis.

Do any of your items need to be refrigerated?
All of our products are shelf stable, requiring no refrigeration. However, some products do require refrigeration after they have been opened. To maintain freshness, products should be stored in an environment where the temperature does not exceed 72°.

What is the Shelf Life of your product?
General guidelines are shown under the product details for each product on our website. If you have any questions, please ask one of our customer service representatives.


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