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Imperial Foods
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FAQs

 
Can just anyone purchase from Imperial Foods?
We are only able to sell at wholesale prices on a business to business basis. All customers must have a valid sales tax registration number issued by their respective states. We are not able to sell to the general public.

What is an online account?
The online account allows you to streamline online purchases and to track your order history. It also keeps billing and shipping information so you do not have to reenter this information for every order. It is for your benefit and accordingly is not part of our internal accounting system. Nor do we release personal information contained in the account information to third parties.

How do I create an online account?
To set up a online account click on the "My Account" button at the top of the page. The user name is your email address. You need to select your own password that you will use along with your email address to login each time you use your account. Please provide complete and accurate information. Imperial Foods reserves the right to terminate an online account if we learn false or misleading information has been provided.

What do I do if I've forgotten my login password?
Please use the Retrieve My Password feature located underneath where you login. The password will immediately be sent to your email address.

How do I add shipping addresses?
Login and click the Update Shipping Info link. Edit and verify the shipping information and save.

How do I make changes to my billing information?
Login and click the Update Billing Info link. Edit and verify the billing information and save. Please review your billing information periodically to keep it current. It is also recommended that you report critical information like address changes to Imperial Foods by mail, phone, fax, or email. Changes to your username or password must be made by the site administrator. Contact Imperial Foods customer support for help.

How do I search for an item?
You may search the database in a variety of ways. Our products are sorted by category and are shown in the product type listing on the left side of the home page. You may search by brand, description, or catalog item number using the Product Finder feature at the top of the home page. Simply type your search criteria (a key word like Allegro, cookies, or an item number) and click Find.

I have all my item numbers. Is there a faster way to order?
Click the Easy Catalog Ordering button at the top of the home page to place your order using catalog item numbers.

What is your minimum wholesale 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.

Do you offer samples?
On some items we have samples available. We will do our best to provide you with samples if you need them for tasting or for photography purposes. Please send a list of requested samples to Customer Support via fax or email to info@imperial-foods.com. Allow 2 weeks for samples to be sent.

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.

May I view my past orders online?
Previous submitted web orders may be viewed online. They are displayed for your convenience on your My Account page that is displayed after you login.

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, but we are also able to use LTL carriers for larger shipments. We can also arrange for expedited shipping 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 Fedex 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 use software that calculates shipping charges based on the weight of the product being shipped, as well as the destination where it is being shipped.

Do you offer free shipping?
Free shipping is based on the following order minimums:

Zone 2 $ 300.00
Zone 3 $ 400.00
Zone 4 $ 600.00
Zone 5 $ 800.00
Zone 6 $ 900.00
Zone 7 & 8 $1,200.00
To determine what your free shipping threshold is, use our Free Shipping Calculator.

FREE FREIGHT CALCULATOR



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 24 hours. A $10.00 rush charge is added to an order for same day shipping requests.

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



Is my order taxable?
Because we only sell wholesale on a business to business basis, products that we sell are not taxable.

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 800-729-8116. 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 fifteen (15) 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. Returns on seasonal or special order merchandise will not be accepted. Returns are subject to a 15% restocking fee and the order must be returned to us freight prepaid. Product damaged in shipping must be reported to Imperial Foods within fifteen (15) 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 get a catalog or sign up for emails?
To receive the current catalog, click on the Catalog & Email Sign Up button at the bottom of the home page. Just fill out the form with the required information and we will be glad to mail you a catalog. Or if you prefer, you can call us instead toll free at 800-729-8116 and we will process your catalog request over the phone. New catalogs are produced once a year and are available in early August. New products and other changes that occur in between catalogs 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, or American Express 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.

How can I get on credit terms?
One of our customer service representatives will be glad to help you with this if you are interested in obtaining credit terms.

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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