Ordering FAQs

How can I place an order with Stockton Graham & Co.?

Orders may be placed by telephone, facsimile, or email during normal business hours (Monday through Friday, 8:00 a.m. – 5:00 p.m. EST).  Voice mail, facsimile, 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 Facsimile(866) 849-1683
  • Facsimile – (919) 881-0746
  • Email – orders@stocktongraham.com

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

Standard orders received and confirmed before 2 p.m. EST during normal business hours will be shipped the same day. Orders received after 2 p.m. may ship the following 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, the preferred shipping carrier is Fedex Ground & Fedex Freight (FEDEX).  Other carriers can be accommodated, but all freight cost will be the responsibility of the customer.  In the event of large multiple case 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 pickup my order from Stockton Graham & Co.?

If noted at the time of ordering, orders can be picked up from our roasting and production facility between 3:00 and 5:00 p.m. EST.  Orders placed before 5:00 p.m. EST will be available for pick up the following business day. Special arrangements that do not fall within these guidelines may incur a rush order charge of 10% or $20, whichever is greater. Stockton Graham & Co. does not offer “cash & carry” service.

What minimum order do I need to place?

To avoid under minimum charges, we ask that all orders be at least $200 before discounts. Orders falling below these guidelines will be priced at retail pricing levels.

How can I determine freight costs, and do you offer FREE freight on orders?

For coffee only orders, order only 20 lbs and your order ships freight free to commercial addresses within the FedEx 1 to 3 day Delivery Zones from Raleigh, NC. Any total order at standard list price (with or without coffee) of $495 or more, the entire order ships freight free to commercial addresses within the FedEx 1 to 3 day Delivery Zones from Raleigh, NC. Customer is responsible for any additional packaging cost, ancillary fees, COD fees, delivery and fuel surcharges and residential delivery charges on all shipments including orders qualifying for free freight.

All orders not within the free freight guidelines will pay the actual freight cost assessed by FedEx or LTL Carrier based on the total weight and destination of your order. Free freight applies to commercial shipping addresses only. We will determine based on the shipping characteristics of each order on whether the order will ship by Common Ground or LTL Carrier. If your location is unable to accept a palletized shipment, please notify us at time of ordering so we can accommodate your needs at that time. Backordered items are not shipped freight free. Customer has the option to hold the order to ship complete or have the backordered items cancelled and they can reorder on their next order.

Freight and free freight policies and levels do not cover equipment and blender package purchases, which are subject to individual quoting. To request a freight quote, please contact your Sales or Customer Care Associate.

Syrup pricing 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:

  • $3 per case of 1 – 750 ml glass bottles
  • $4 per case of 2 – 750 ml glass bottles
  • $4 per case of 6 – 750 ml glass bottles

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.

Do you offer point of sale materials, and how much do they cost?

Yes. Point of sale materials are free unless noted by the item.  We will pass on a nominal shipping and handling charge of $5 to ship these items that can fit in either a poster tube or shipping box.

How is pricing structured?

Price lists are available upon request. Contact us at (800) 835-5943 to request a current price list. All items are priced for wholesale businesses for resale and based on a purchase of a full case.  Prices are subject to change without notice.

How does Everyday Savings volume pricing work?

To help you save money, we offer a dollar based volume pricing structure. For single orders meeting certain levels of product purchases, coffee and specialty beverage products, volume pricing will apply on a per order basis.

For purposes of determining dollar based volume pricing, only coffee and specialty beverage product to be combined into a single shipment apply. Equipment and blenders are specifically excluded. Various charges for packing, handling and other special items also do not apply.

For orders to be eligible for our Pallet Pricing, they must be received and accepted by 2 p.m. ET and may ship LTL at the option of Stockton Graham & Co. the next business day.

Do you offer any specials, volume quotes or competitive price matching?

Please mention any email specials at time of ordering so they can be noted on your order. If you want to look at a volume quote, bid or competitive price match, please talk to your customer care associate or sales representative.

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. Mixed cases may be available for certain product lines, subject to modified pricing and minimum shipping requirements. Broken cases, not ordering a full or full mixed case may be available for certain product lines, subject to modified pricing and minimum shipping requirements.  We will try to accommodate your needs for ordering small amounts. Ask your customer care associate 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 service associate 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.

What are my payment options, and can I setup an account?

For your convenience, we offer a variety of payment options:

  • Major credit cards:  Visa, Master Card, and American Express
  • Certified check
  • Check on delivery (COD)
  • Wire Transfer

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

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

In accordance with federal and state laws, Stockton Graham & Co. 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 & Co. 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

What do I do if there is an error with my shipment or bill?

Please inspect your shipments and billing statement upon arrival.  All claims must be made within 3 business days of delivery to qualify for review.   Please direct these by email to billing@stocktongraham.com or by phone to (800) 835.5943.

How do I return a product?

All requests for product returns must be made within 5 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.  All special order items and equipment parts are non-returnable.

There will be a restocking charge fee of 50% on all coffees & 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, please note it with the delivery driver, retain all packing materials with the order and contact Stockton Graham & Co. 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.