Ordering FAQs

How can I set up an account?

If you are a business, you may set up an account by calling 800 835 5943 or speaking directly with your sales consultant.

How can I place an order?

Orders may be placed by telephone, facsimile or email during normal business hours (Monday through Friday, 8:30AM – 5:00PM).  Voicemail, fax 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
  • Toll Free Fax – 866 849 1683
  • Fax– 919 881 0746
  • Email– orders@stocktongraham.com

How do I pay?

Please pay by credit card when your order is placed. We accept Visa, MasterCard, American Express and Discover.

For some customers, with prior approval, other methods of payment may be available. Please inquire when setting up your account.

In accordance with federal and state laws, Stockton Graham & Company 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. Stockton Graham & Company reserves the right to hold shipments pending receipt of payment on delinquent balances due.

Can I use a debit card to pay for my order?

We prefer credit cards. However, if you place your order on a debit card, please be aware that a pre-authorization for the full amount of your order plus incidentals such as shipping and handling will be placed on your card UPON PLACING YOUR ORDER. The pre-authorization amount maybe reflected as a pending charge and deducted from your account balance based upon your financial institution guidelines. Upon shipment, the total invoice balance will be charged to your card and the pre-authorization amount released. Depending on your financial institution, this release may take 5 to 7 business days per the financial institution’s policies. We recommend that you actively manage your accounts accordingly. Stockton Graham & Co is not responsible for additional holds or overdraft fees associated with your use of a debit card.

What kind of lead time should I expect on my order?

Standard orders received and confirmed before NOON ET during normal business hours will be shipped the following business day. Orders received after NOON ET may ship the second business day. To expedite an order for earlier processing, a rush order charge of 10% or $20, whichever is greater, may be added to the order. Expedited orders requiring special shipping arrangements or those shipping within non-standard business hours may also incur additional shipping charges.  Expedited orders may not always be available.

How will my order be shipped?

For the majority of orders, our preferred shipping carriers are FedEx Ground and FedEx Freight (FEDEX). In the event of large 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 up my order from Stockton Graham & Company?

If noted at the time of ordering, orders placed and confirmed prior to NOON, can be picked up from our roasting facility at 4320 Delta Lake Drive, Raleigh NC on the following business day between 9:00AM and 4:00PM ET. All orders picked up from our facility require payment by credit card.

What minimum order do I need to place?

We ask that all orders meet $200.00 minimum. Orders that do not meet the $200.00 minimum will be priced at retail pricing levels.

How is pricing structured?

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. You will be billed according to the prices in the Wholesale Price List that are effective at time of shipping.

How can I determine freight costs?

All orders that do not quality for special shipping consideration will be charged the actual freight cost assessed by FedEx or LTL Carrier based on the total weight and destination of your order. Backordered items are not shipped free.

Our Wholesale Pricing List does NOT include special packaging to adequately ship this product to you to prevent any breakage in transporting by FedEx Ground. We ship in recycled pulp bottle shippers and will pass on a nominal charge of:

  • Glass shipper $4 per shipper unit
  • Jet and Real Fruit Smoothie shipper $6 per shipper unit

Certain other product items require additional packing charges of $2.00 per case to ensure safe shipment via ground carriers. These include, subject to change periodically, Torani real Cream Frappe Mixes, Jet Fruit Smoothie Mixes, and Torani Real Fruit Smoothie Mixes.

Can I mix items in a case or order less than a case of product?

Pricing for most items is listed as full cases of a single flavor, except as noted on your Price List. Mixed cases may be available for certain product lines and are subject to modified pricing and minimum shipping requirements. Single units may be available for certain product lines and subject to modified pricing and minimum shipping requirements.  We try to accommodate your order needs, small or large. Ask your Customer Care Representative for details on what can be mixed and associated handling fees.

What if I don’t see an item in the catalog I’m looking for?

Some items may be a special order or seasonal item based on time of year or limited production from the manufacturer.  Please inquire with your Customer Care Representative on an item for more information or lead times. If you do not see an item listed in the pricelist, please inquire.  We may have availability of the item or can arrange for stocking of the item if sufficient demand or needs are there with our customers. Special order items are not eligible for free freight unless they are shipping with another qualifying order. Special order items must be pre-paid, and will require certain order minimums.

How do I return a product?

All requests for product returns must be made within 3 days of delivery. No returns can be accepted without prior authorization. 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 teas, and 25% on all specialty beverage products. 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.

How do I report a damaged shipment?

Please inspect all deliveries upon receipt. All claims for damaged shipments must be made within 3 business days of receipt. If a damaged order is received via common ground carrier such as FEDEX Ground or FEDEX Freight, please note it with the delivery driver, retain all packing materials with the order and contact Stockton Graham & Company 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.

What are terms on equipment servicing and training?

All amounts due for equipment servicing, parts or training are due upon completion of work.  A deposit for parts and out of pocket expenses may be required. All equipment and electrical parts are non-returnable and non-refundable.

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