CBRC Wholesale Delivery Policies


12.30.2016

CBRC Delivery Policies

  • Normal Business Hours for ordering and production – Are defined as 8:00 am to 4:00 pm (EST), Monday through Friday with the exception of CBRC-observed holidays.
  • Holidays and closure – CBRC will be closed for business on Memorial Day, Independence Day (as observed by the Federal government), Labor Day, Thanksgiving Day and the day after, Christmas Eve, Christmas Day, and New Year’s Day. Notifications will be given in advance of any additional closures.

Placing an Order:

  1. CBRC will provide all standard [food service and distribution] customers with an “Order Day” and a “Delivery Day”. Generally, orders should be placed by noon, two business days prior to the delivery day. Please note: If you do not know your delivery day or ordering schedule, please contact Customer Service, or review the information included at the top of a recent invoice. 
  2. Orders can be placed via the following methods:
    1. Phone Call & Voicemail: Calling our office at (410) 454-0102 and choosing Option 1 to place an order.
    2. Email: Product needs can be sent via email to orders@cbrccoffee.com and confirmation will be sent in a reply.
    3. CBRC Wholesale Online Order Website: Contact customer service by calling or emailing CBRC through the above options, and ask to be signed up. This will also give you access to view all previous orders, invoices, and payments. We highly encourage your use of this ordering method.
    4. CBRC advises against placing orders directly with CBRC sales representatives as they are not always in the office and delays in shipment or delivery could occur.
  3. Rush Orders – Requests for rush orders will depend on product availability. Not all requests can be honored as our coffee production is streamlined to plan for existing orders and to keep our coffee as fresh as possible. Rush orders are charged applicable fees as determined by Customer Service, and based upon: requested delivery date, logistics, roasting shift, potential overtime for delivery drivers, additional freight costs, etc.
  4. Missed Delivery Day – If you miss your Delivery Day and need product prior to your next scheduled delivery, the following options are available:
    1. Shipping via UPS Ground – freight charges will be billed based on current UPS ground rates, if you do not qualify for free shipping.
    2. Direct pick-up from the CBRC warehouse in accordance with the CBRC Customer Pick-Up policy.
    3. Please note: CBRC Sales Representatives and Staff cannot be held responsible for making last minute or missed deliveries.
  5. Customer Pick-Ups – Please use the following guidelines for picking up your order:
    1. Customer pick-up orders require at least a 2-hour processing time and should be called in or emailed prior to arrival at CBRC. Please, no walk-ins.
    2. Orders are available for pick-up between the hours of 9:00am and 3:00 pm, Monday thru Friday.
    3. Orders from Food Service customers, picked up directly from the CBRC facility in Crofton, MD will receive a discount of 3%. This discount is not applicable to non-food items (e.g., cups, cleaners, paper filters, etc.).
    4. Orders that are not picked up within 48 hours of their requested pick-up day, unless otherwise arranged with Customer Service, will be cancelled, and restocked.
  6. To qualify for free local delivery, you must meet one of the following criteria:
    1. Order 3 or more cases of CBRC coffee – at least 30lbs. ground or whole bean.
    2. Order more than $500 in product – this includes coffee & allied items.
    3. Free local delivery is only applicable to customers that are within 50 miles of CBRC.
    4. Orders that do not qualify for free local delivery by a CBRC driver, will be assessed a flat-rate $10 driver delivery surcharge.
    5. Orders that do not qualify for free delivery and are shipped via UPS will be billed per current UPS Ground rates. If you are a COD Customer, and your order is shipped UPS COD, you will be responsible for the UPS COD Fee of $12.50 (this is a fee charged to us by UPS).
  7. The following factors may require additional production time and you should contact Customer Service for more information in regards to their delivery timing:
    1. Special Order Grinding including, but not limited to: any whole bean coffees that need to be ground to a specific setting (standard drip/espresso/French Press/etc.).
    2. Contract “Private Label” coffees including, but not limited to: 12oz bags, 1lb bags, 2.5lb bags, 5lb bags, and non-stocked portion packs.
    3. High Volume Orders including, orders consisting of high multiples of coffees or allied products. CBRC defines “high multiples” as 5 or more cases of the same item.
    4. Flavored coffees
  8. CBRC is not responsible for delivery delays caused by reasons outside of our control. We will do our best to inform you of any last-minute delays that we become aware of.
  9. Product Returns: Please contact CBRC Customer Service prior to making any return.
    1. All returns must be initiated with Customer Service within 15 days from the date of invoice to receive credit.
    2. In compliance with the FDA Food Safety Modernization Act, no returns can be accepted on product that has been opened or used.
    3. Credit will not be given for freight or delivery charges on returned items, and return freight is the responsibility of the customer unless caused by CBRC error.
    4. Credit will be issued for incorrect product resulting from CBRC error, but no credit will be issued due to customer error in ordering.
    5. It is the responsibility of the customer to review the contents of an order delivery before signing the delivery paperwork. Once an order is relinquished to the customer, CBRC is not responsible for the cost of replacing missing items or incorrect product.
    6. No returns are accepted for special order coffee grinding, flavored, or specially ordered items.
  10. Payment:
    1. All orders are delivered COD or Prepay via credit card or ACH Debit, unless a credit application has been submitted and payment terms are approved.
    2. If payment is not available at the time of delivery, all product will be returned to CBRC and delivery will be rescheduled based on driver availability and the CBRC Delivery Schedule.
    3. All orders are subject to applicable sales tax unless a valid resale or tax exemption certificate is on file with CBRC.
    4. Customers will be charged a $35 fee for any check returned by the bank plus any applicable bank charges. CBRC reserves the right to require a customer whose check is returned for insufficient funds to pay future orders via cash, credit card, money order, or certified check.

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