FAQ

At Dilworth Coffee Provision Company or PRO, we make it easy for you to see wholesale pricing, set up an account and upload any sales and use tax exemptions. Wholesale pricing is reflected on our site every day! The price you see, along with any volume savings or sales are reflected right on the site.  To order, simply create an account, fill your shopping cart and check out. 

For taxing jurisdictions where we are required to collect, report and remit sales and use taxes, we have made it easy for you to download and complete an appropriate exemption certificate and upload to the site.  Remember that for the tax exemptions to be accepted, the form needs to be uploaded and in place prior to your order.  Once an order with sales and use taxes is accepted, we cannot refund the tax paid, but suggest you consult with your bookkeeper or accountant who may be able to apply for a refund for these taxes.

You can order retail coffee for home online through the retail website by visiting DilworthCoffee.com and looking for the category shop. You may also purchase coffee at any of our independently owned Dilworth Coffee storefronts.

Wholesale orders may also be placed online here at pro.dilworthcoffee.com or by telephone or email during normal business hours (Monday through Friday, 8:00 am – 5:00 pm ET).  Voicemail or email ordering is available for after-hours orders. All orders NOT placed by telephone will be confirmed prior to being fulfilled.

Local phone – (919) 881-8271
Email – orders@dilworthcoffee.com

Ordering at PRO is easy to set up an account and the only minimum is an individual unit for whatever you want to buy and sell it in. Certain minimums may apply to receive certain discounts, promotion offers, or free shipping.Overall we keep it simple for your to find what you need for your shop or business.

For wholesale orders submitted online,  telephone or email, we accept the following payment methods:

Major credit cards: Visa, MasterCard, American Express and Discover
Certified check
Business Check
ACH bank Transfer with prior arrangements.

Once an order is submitted, it generally cannot be modified or cancelled. We will do our best to accommodate changes, but we cannot guarantee them.

Requests may include:

• Add an item or combining with another order.
• Changing the shipping method.
• Cancelling the order.
• Making any other corrections to the order after it has been processed.

Important to Note:

• If cancellation is possible, we issue a credit - no credit card refunds shall be issued.
• Cancellations may incur a 3% order processing fee.
• Freight and other charges may apply even if changes are made.
• Changes to an order may reset the lead time in which the order was placed.
• Special or pre-order items generally are not cancellable once placed.  See the Special and Pre-Orders Section.
• Coffee, once production on the order has begun, cannot be cancelled.

For the best ordering experience, please double-check your order before submitting.

A customer credit to the account may be issued instead of refunds most often in the following cases: These may be in the form of a store credit to be used on future purchases.

• Returned items, less applicable restocking fees
• Modified or cancelled orders
• Damaged items in an order
• Billing or pricing adjustments
• Backordered or previously processed items that are later cancelled

Important to Note:

• Credits will be issued for any damaged, returned, or cancelled items.
• Refunds to original payment methods are not automatically issued once an order has been processed or cancelled. We will process a refund with 3% processing fees upon contacting customer service.  Please allow up to 5 business days for processing of a refund request. Please fill out this form for inquiry on a refund.
• A credit can be used toward future purchases for orders placed on our PRO site only and are not transferable.
• Credits should be reflected in your account profile.
• Credits issued for certain promotional programs may be in the form of a gift credit that generally expires 90 days after issuance.
• If you paid shipping on an order that was incorrect or damaged, we will include a prorated amount of the shipping costs when processing the store credit.  
• Store credits generally expire ninety days after their issuance or last activity. 
• Gift cards purchased expire one year from their issuance or last activity.

Please contact us if you have any questions about the credit you may have been issued.

These are items currently not in stock or non-stocked items. 

• “Sold Out” or "Out in Stock” - currently on order and should be restocked as soon as it becomes available.
• Notify Me -  select this option to be notified by the email listed on the account when the item returns to stock. 
• Pre order - Special order - Items that we currently are not stocking but have the availability to special order
• Available - Roasted to Order are made to order items - Most coffees are available, roasted, blended and packaged upon order, thus made to order. There are no stock or out of stock quantities located here. If we are not able to produce a particular coffee due to availability of the green coffees, they will be shown as “Out of Stock”

Note: Pre-order or Special orders - These terms may be used interchangeably, but mean the same thing.  While we do not stock this item on a regular basis, it is available to buy to have it shipped to you when we receive it.

A back order occurs when an item you ordered is currently out of stock at the time of shipment, but expected to return soon. This is caused by any number of variables, but we aim to fulfill all items promptly but sometimes delays are unavoidable. For most items, we do not allow for ordering beyond the in house quantity. 

Here is what to expect:

• Our normal processes should not allow us to accept orders for stock we do not have, but they may still occur for a variety of issues. 
• If we cannot ship or have the item ready to pick up the item(s) we generally cancel the back order items and issue a store credit for use on future orders.
• Orders that may include back ordered items will be conveyed to the customer via supplied customer email contact.

Shipping & Fulfillment of Back Order Items:

• If shipment cannot occur within the expected lead time, we may:
• Cancel the item(s)
• Issue store credit

If you wish to be notified of product availability on an item please call or contact us and we will be happy to assist you.

Important to Note:  

Utilize the “Notify Me” Product feature when the item is back in stock it will notify you of availability. We also have the ability to take a special order for a case of items. Refer to our special order section for how this works or contact us.

We are happy to accommodate special requests to order an item for you and PRO makes it easy to order along with your other items. To order an item shown as pre-order or out of stock, simply add the case item to your cart.

 Some items to note.

• We are able to place a special order for a full case of the item from the manufacturer.  Cases sizes vary by product and manufacturer.
• We require invoicing and/or payment at time of the order.
• Once the item has been ordered, we cannot cancel or modify the order.  
• Most special orders may take from 7 to 14 business days.
• The item can ship free if the total order meets our Free Shipping levels or shipping charges may apply.
• Once the order is placed, we will send you a confirmation email and updates of when it's available to ship.

Note: Pre-order or Special orders - These terms may be used interchangeably, but mean the same thing.  While we do not stock this item on a regular basis, it is available to buy to have it shipped to you when we receive it.

For any questions on preorder - special order items, please contact us at 919.881.8271 or orders@dilworthcoffee.com

Yes is the short answer. This is often done when the person’s email is associated with the account and no longer is the purchaser on the account. This will help the new person to have the history, custom SKU’s and other information such as your sales and use tax forms.  To do this, call us at 919.881.8271. We have validation for the account to authorize the change. Note, the new email address cannot be in use on another account.

Standard orders received and confirmed before 12pm EST during normal business days typically are shipped the next business day. Orders received after 12pm EST may ship the second business day.  Please note that during shortened holiday weeks or adverse weather conditions, order fulfillment may be delayed.  Please be aware that our roastery and warehouse will be closed on common USA holidays.

Large orders and retail cases of 5 cases or more may need additional lead time of 3 to 5 business days. Very large orders may require additional processing time of 10 to 14 business days.  We will confirm at time of order.  Please separate any coffee, allied, or large orders at time of placement if needed to avoid additional days to process your order.

If you are a wholesale customer who orders by telephone or email, you may discuss expedited shipping with a Customer Care Associate upon placing your order. Please dial (919) 881-8271 or mention the need for expedited shipping when ordering.  When placing an order on our Pro ecommerce platform, please note an expedited request in the note section when checking out online.  We will do our best to accommodate the request.

For online orders, you can select your shipping method at checkout.

For wholesale orders, our preferred shipping carriers are UPS Ground. Other carriers can be accommodated, but all freight cost will be the responsibility of the customer. In the event of large wholesale orders, heavy items, special orders and oversized orders, LTL (pallet) service is available. Orders being shipped LTL carriers 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.

We ship to the address provided during checkout. If the address is incorrect and causes delivery issues, you may be responsible for additional charges. These can include:

• Carrier address correction fees of $20 per package
• Reshipping costs
• Costs of returned items

Freight discount programs do not apply in these situations.

We recommend double-checking your address before placing your order. If the carrier cannot deliver due to an incorrect address, delivery may be delayed or fail entirely.

If you believe that you have entered the wrong address, please contact us as soon as possible so we can review available options at 919.881.8271, select customer service option.

If you have registered with us as a wholesale customer and your account is in good standing, you may qualify for free or reduced shipping on certain products. We offer a variety of shipping methods to help you find the best method and cost for your business.  These include UPS, LTL, pick up at our location. 

We also have a free shipping program based on your location and required order minimums from $750 and above. Read our blog for details.

Please discuss your options with your sales representative or a Customer Care Associate by calling 919.881.8271.

Free shipping is available only to carrier defined commercial addresses

• Non-commercial addresses may include additional charges
• Free shipping applies to basic ground or LTL base charges only
• Orders that weigh 500lbs or more may not qualify for Free Ground Shipping and could be subject to additional freight charges. If you require additional LTL shipments, and require additional services such as a lift gate, you may incur additional charges. Please call us with any questions to avoid any surprises.
• If you cannot accept LTL shipments, you can lower your total order quantity to a weight limit below the weight threshold to qualify for free ground shipping.
• Additional services at an extra charge, to be chosen at check out, may include
• Lift Gate services
• Inside Delivery
• Appointment delivery

Yes, once your order is shipped, you will receive the shipping confirmation and tracking notification from our PRO store and carrier to your email or text. If the order is for pick up at our location, you will receive a pick up notification, please follow the pick up instructions noted below.

At the time of ordering, please request customer pickup as your ship method. This will ensure your order will be processed for pickup.

Business account orders placed prior to 12pm eastern time can generally be picked up from our Raleigh, NC roasting and production facility on the following business day, generally after 2pm ET the next business day.

Once your order has been received and processed, you will receive notification your order is ready for pickup. At that time, you can proceed to our location to pick up your order. Please have your name, business name, and order number available at pickup to help locate your order quickly.

4320 Delta Lake Drive
Raleigh NC 27612

This service is available without an appointment Monday-Friday from 9:00AM-4:00PM EST. Our Customer Pick Up area is located in the rear of the building, please look for the signage and bell to ring for someone from our team to assist you with your order.

Dilworth Coffee does not offer a “cash & carry” service.

Do not come to pick up your order unless you have received email or text notice that it is ready for pickup.

You can cancel your subscription in the account center by logging into your account first and using the manage subscription link. You can request your cancellation of your subscription. Otherwise send us an email to orders@dilworthcoffee.com with your request. Please include your name, email address that you subscribed with so we can locate your account. We will be unable to refund unless your request cancellation before your renewal date.

Here at Dilworth, we take extra care when sending out every order, but we also recognize things happen! If your shipment is missing items; has incorrect items; damaged or just missing, we'll do what we can to get things straightened out. 

Please Note: all claims for damaged shipments must be made within 2 business days of receipt and must be submitted to orders@dilworthcoffee.com.

Good Practices

• Inspect all deliveries upon receipt and alert the carrier if you physically see or suspect the contents are damaged.
• Ensure all the products arrive without damage and the piece count is correct BEFORE you sign for your package.
• If there is damage, please see below for the damage claim process.

Steps to Report a Damaged Shipment

Step 1: Upon inspection of received shipment, note all visible or suspected damages with the delivery driver. Note the condition of the external packaging, damaged products, and internal packing material such as packing peanuts, Styrofoam, and cardboard dividers etc. Be sure to note to the driver that the shipment is damaged.

Step 2: Upon receipt of shipment, be sure to record the order number, box number, and tracking number. All this information should be available on the shipping label.

Step 3: After noting all damages, please take pictures of the external packaging, the product, the internal packing material, and the shipping label. Fill out our Damages Form.

Step 4: Once we have received your form, our customer success team will research the issue and reach back out when a resolution has been determined or for next steps.

Please Note: keep the damaged item and packaging until claim is approved, as we may need to contact you for more information.

LTL SHIPMENTS

In the case of LTL shipments and not UPS/FedEx: after noting damages with the driver, ensure that the driver generates an OS+D (Over, short, and damaged) number so that the trucking company is aware of reported damage. Note any damages on the BOL when signing and provide as much detail as you can about the damages, as any extra information will help in the damage claim process. Submit any claims DIRECTLY TO THE CARRIER, and not Dilworth Coffee. 

R+L (LTL): 252-243-2525

First, have you received all your boxes?  If not, we recommend you contact UPS directly with their tracking number to see if they can locate/resolve with them first or determine if the other box is still in transit. If this is unsuccessful, contact Dilworth Coffee to research the package and tracking.

If you have received all the boxes, but there are items missing from the order, please review your packing sheet and identify the missing items. Contact Dilworth Coffee to report the items to investigate and issue a store credit for the missing product.

If you received the wrong items or incorrect coffee grind levels, please compare your packaging slip, contact us to report the incorrect items.  Please keep all the packaging. We may ask to have the incorrect items returned. We typically issue a store credit for the incorrect items.

All requests for returns of products ordered on this website must be made within 30 days of delivery. No returns can be accepted without prior authorization, which you can receive by calling 919.881.8271. All products must be sealed, non-expired, and in good condition to be considered for return.  

Items marked or indicated as clearance and close out are generally not able to be returned.  Likewise custom roasted coffees, private label and custom blends are not able to be returned once they are produced.

There will be a restocking charge fee of 50% on coffees, able to be returned, and 25% for everything but coffee products. Applicable inbound and outbound freight charges are the responsibility of those requesting the return. Equipment and some products may not be eligible for return. Please consult customer service for any questions.

Please include your authorization number on all product returns. Once the product is received and inspected, a credit memo and store credit will be issued within 5-7 business days.

Return those orders to:
Stockton Graham & Co.
dba Dilworth Coffee
ATTN: Returns
4320 Delta Lake Drive
Raleigh, NC 27612

We are not able to accept returns from items purchased at independently owned retail established and licensed Dilworth Coffee shops. To return an item purchased from a retailer or a Dilworth Coffee storefront, please only return it to the store of purchase. Each store has its own return policies. Please be sure to understand the return policy for every item you wish to purchase before you make a purchase. Stores may choose not to accept returns at their discretion.

The ingredients for our coffees are 100% specialty grade Arabica beans, natural and artificial flavors.

Our flavored coffees do not contain any added sugars and are allergen free per the flavoring manufacturer’s label. 

A cup of Arabica batch brew (or cold brew) should have somewhere between 95-175mg of caffeine per 8oz cup, depending on certain variables. The americano should have around half the caffeine per 8oz cup. Read our blog on caffeine content.

Our Dilworth Coffee may contain several types of certifications or marks, chiefly among these are.

• Kosher. All of the coffees roasted in our Raleigh facility are certified Kosher by the Atlanta Rabbinical Commission. 
• Fair Trade. Coffees certified as Fair Trade carry the “Fair Trade” designation.
• Organic. Dilworth Coffee is a certified organic processor by Quality Control Services.  These certified coffees will carry the USDA organic mark.

A customer credit to the account may be issued instead of refunds most often in the following cases: These may be in the form of a store credit to be used on future purchases.

• Returned items, less applicable restocking fees
• Modified or cancelled orders
• Damaged items in an order
• Billing or pricing adjustments
• Backordered or previously processed items that are later cancelled

Important to Note:

• Credits will be issued for any damaged, returned, or cancelled items.
• Refunds to original payment methods are not automatically issued once an order has been processed or cancelled. We will process a refund with 3% processing fees upon contacting customer service.  Please allow up to 5 business days for processing of a refund request. Please fill out this form for inquiry on a refund.
• A credit can be used toward future purchases for orders placed on our PRO site only and are not transferable.
• Credits should be reflected in your account profile.
• Credits issued for certain promotional programs may be in the form of a gift credit that generally expires 90 days after issuance.
• If you paid shipping on an order that was incorrect or damaged, we will include a prorated amount of the shipping costs when processing the store credit.  
• Store credits generally expire ninety days after their issuance or last activity. 
• Gift cards purchased expire one year from their issuance or last activity.

Please contact us if you have any questions about the credit you may have been issued.

Once an order is submitted, it generally cannot be modified or cancelled. We will do our best to accommodate changes, but we cannot guarantee them.

Requests may include:

• Add an item or combine with another order.
• Changing the shipping method.
• Cancelling the order.
• Making any other corrections to the order after it has been processed.

Important to Note:

• If cancellation is possible, we issue a credit - no credit card refunds shall be issued.
• Cancellations may incur a 3% order processing fee.
• Freight and other charges may apply even if changes are made.
• Changes to an order may reset the lead time in which the order was placed.
• Special or pre-order items generally are not cancellable once placed.  See the Special and Pre-Orders Section.
• Coffee, once production on the order has begun, cannot be cancelled.

For the best ordering experience, please double-check your order before submitting.

These are items currently not in stock or non-stocked items. 

• “Sold Out” or "Out in Stock” - currently on order and should be restocked as soon as it becomes available.
• Notify Me -  select this option to be notified by the email listed on the account when the item returns to stock. 
• Pre order or Special order - Items that we currently are not stocking but have the availability to special order
• Available - Roasted to Order are made to order items - Most coffees are available, roasted, blended and packaged upon order, thus made to order. There are no stock or out of stock quantities located here. If we are not able to produce a particular coffee due to availability of the green coffees, they will be shown as “Out of Stock”

Note: Pre order or Special orders - These terms may be used interchangeably, but mean the same thing.  While we do not stock this item on a regular basis, it is available to buy to have it shipped to you when we receive it.

A back order occurs when an item you ordered is currently out of stock at the time of shipment, but expected to return soon. This is caused by any number of variables, but we aim to fulfill all items promptly but sometimes delays are unavoidable. For most items, we do not allow for ordering beyond the in house quantity. 

Here is what to expect:

• Our normal processes should not allow us to accept orders for stock we do not have, but they may still occur for a variety of issues. 
• If we cannot ship or have the item ready to pick up the item(s) we generally cancel the back order items and issue a store credit for use on future orders.
• Orders that may include back ordered items will be conveyed to the customer via supplied customer email contact.

Shipping & Fulfillment of Back Order Items:

• If shipment cannot occur within the expected lead time, we may:
• Cancel the item(s)
• Issue store credit

If you wish to be notified of product availability on an item please call or contact us and we will be happy to assist you.

Important to Note:  

Utilize the “Notify Me” Product feature when the item is back in stock it will notify you of availability. We also have the ability to take a special order for a case of items. Refer to our special order section for how this works or contact us.

We are happy to accommodate special requests to order an item for you and PRO makes it easy to order along with your other items. To order an item shown as pre-order or out of stock, simply add the case item to your cart.

 Some items to note.

• We are able to place a special order for a full case of the item from the manufacturer.  Cases sizes vary by product and manufacturer.
• We require invoicing and/or payment at time of the order.
• Once the item has been ordered, we cannot cancel or modify the order.  
• Most special orders may take from 7 to 14 business days.
• The item can ship free if the total order meets our Free Shipping levels or shipping charges may apply.
• Once the order is placed, we will send you a confirmation email and updates of when it's available to ship.

Note: Pre-order or Special orders - These terms may be used interchangeably, but mean the same thing.  While we do not stock this item on a regular basis, it is available to buy to have it shipped to you when we receive it.

For any questions on preorder - special order items, please contact us at 919.881.8271 or orders@dilworthcoffee.com

Volume discounts are available automatically.  That means once your cart crosses the target threshold, the volume discounts will apply and reduce your total. The applicable total is net of any other discounts, promotions or sale items. Please note: volume discounts do not stack with other product discounts. Not to worry, your cart will maximize savings for you automatically.