FAQs

HAVE A QUESTION? WE HAVE AN ANSWER!

WE’VE COMPILED THIS LIST OF FAQ’S TO HELP YOU GET ANSWERS TO YOUR QUESTIONS QUICKLY AND EASILY!

IF YOU DIDN’T FIND THE ANSWER TO YOUR QUESTION HERE, PLEASE DON’T HESITATE TO REACH OUT TO US!

SHIPPING QUESTIONS

PLEASE VISIT OUR SHIPPING SECTION FOR MORE DETAILED INFORMATION.

ORDERING QUESTIONS

DO I NEED TO CREATE AN ACCOUNT TO SHOP ON ROYALWHOLESALECHOCOLATE.COM?

As we are a wholesale distributor, we only sell to customers who will be reselling our products. Therefore, you will need to fill out a brief sign up form and be approved to shop with us prior to placing an order. You can sign up to shop with us here.

I FORGOT MY PASSWORD.

If you are unable to log into your account, go to the My Account page on RoyalWholesaleChocolate.com and click “Forgot Your Password?”. Follow the prompts to reset your password. If you are still unable to access your account, please contact customer service at 888-261-8277 during business hours for assistance.

CAN I PLACE AN ORDER OVER THE PHONE OR ARE YOU INTERNET ONLY?

Our customers find shopping on RoyalWholesaleChocolate.com to be quick and easy and we know you will too! Ordering online allows you to shop at your convenience 24/7, 365 days a year. We take your safety and security very seriously and assure you that our automated processors will keep you personal and financial information safe and secure. If you need assistance with your order, we’re more than happy to assist you over the phone or via LiveChat on our website. Our customer service representatives are available Monday-Friday 9:00am-5:00pm EST at 888-261-8277 or on LiveChat at www.RoyalWholesaleChocolate.com.

I HAVE QUESTIONS REGARDING ITEMS ON THE WEBSITE. CAN I SPEAK WITH A SPECIALIST?

All of our customer service representatives have gone through extensive training to learn everything they need to know about candy, snacks and sweets. If you have any questions, they’re more than happy to assist you. Our representatives can be reached Monday-Friday 9:00am-5:00pm ET at 888-261-8277, by email at [email protected] or by LiveChat on www.RoyalWholesaleChooclate.com.

IS THERE A MINIMUM ORDER THAT I NEED TO PLACE?

There is a $350 order minimum to shop with Royal Wholesale and you must sign up and be approved to shop with us prior to placing your first order.

IS THE CONFIDENTIAL INFORMATION I PROVIDE ROYALWHOLESALECHOCOLATE.COM SECURE? DO YOU SELL MY INFORMATION TO ANYONE?

We never sell your information nor would we ever consider giving your information away. We take all necessary precautions to ensure that all confidential information is transmitted through secure processors. The RoyalWholesaleChocolate.com website is confirmed secure by VeriSign.

WHY DO I NEED TO SUPPLY MY TELEPHONE NUMBER AND EMAIL ADDRESS?

Your contact phone number and email address are both important to RoyalWholesaleChocolate.com for two primary reasons. If there are any questions regarding your order, we may need to contact you by phone or email. In addition, your phone number is required by UPS and USPS in case they have any questions regarding the delivery of your order.

Please check your spam email folder to confirm that correspondence from RoyalWholesaleChocolate.com does not get lost in your spam folder. RoyalWholesaleChocolate.com does not sell your email address to any other companies and will not send you junk or spam mail. If you feel that you no longer wish to receive emails from us, you may remove yourself from our email list by clicking the unsubscribe link at the bottom of one of our emails.

I SEE TWO CHARGES ON MY CREDIT CARD, BUT I ONLY PLACED ONE ORDER. HELP!

If your order was placed using a major credit card, the bank may require authorization of the actual charge amount. Once the payment has been cleared through the banking system, the pending transaction should clear your account and only one charge should appear. If you have any questions regarding the charges on your account, please contact your banking institution immediately.

HOW DO I GET A COUPON CODE?

Please register for the RoyalWholesaleChocolate.com Newsletter. Members that are registered for the RoyalWholesaleChocolate.com Newsletters will periodically receive coupons, promotional information, and our monthly Wholesale Insider’s Guide. Also, follow us on Facebook, Twitter, LinkedIn and Google Plus as we post discount codes for our fans. Once you have the coupon code, enter the code at checkout to receive a discount on your order.

I WORK FOR AN ORGANIZATION THAT REQUIRES PURCHASE ORDERS TO BE CREATED BEFORE PAYMENT IS ISSUED FOR MY ORDER. CAN YOU ACCEPT PURCHASE ORDERS?

In the case a purchase order needs to be submitted, please contact customer service Monday-Friday 9:00am-5:00pm ET at 888-261-8277 to obtain the correct procedure to order. Please note that although we are able to accept the purchase order to create the order, items will not be processed or shipped until payment is received and cleared through the financial institution.

PROBLEMS?

I JUST PLACED AN ORDER, BUT I NEED TO CANCEL IT.

We understand that plans change, and that orders may need to be cancelled. Please contact customer service as soon as possible and we will try to cancel the order before it has been shipped. If the order has already been been shipped, the customer will assume all responsibility to return the shipment back to Royal Wholesale in original condition. Once returned, the your refund will be for the items shipped minus a 20% restocking fee. If the products are not returned in original condition, no refund will be issued.

I PLACED A DUPLICATE ORDER, I ONLY NEED ONE.

Please contact customer service as soon as possible. A duplicate transaction may have been submitted by your web browser if you reloaded the order page or pressed the back button when submitting your order. We will try to cancel the duplicate order before it ships. If the duplicate order has been shipped, the customer will assume all responsibility to return the duplicate shipment back to Royal Wholesale in original condition. Once returned, your refund will be for the items shipped minus a 20% restocking fee. If the products are not returned in original condition, no refund will be issued.

I AM MISSING CANDY FROM MY ORDER.

Large quantity orders are typically shipped in several boxes, so you may also want to confirm that you have received all related shipments from the carrier. (You can track the status of your shipment using the tracking numbers emailed to your registered account). Also, items may be repacked in protective bags, please be sure to open and check these bags for your items. After confirming all of the information, if you believe that you are still missing items from your order, please contact customer service immediately and a representative will be able to assist you. Any re-shipments of products will be processed using the same shipping method as the original order.

I RECEIVED THE WRONG ITEMS.

Please make sure you have checked the original email order confirmation to verify the products that you have purchased. After confirming all of the information, if you believe you have received the wrong products was, please contact customer service immediately and a representative will be able to assist you with returning the incorrect item/s at no extra cost to you and will arrange a re-shipment of the correct item. Any re-shipments of products will be processed using the same shipping method as the original order. Claims must be made within 72 hours of delivery of the package. Please do not open or consume the incorrect item as this may invalidate any claims being made.

THE COLOR OF THE ITEM I RECEIVED DOESN’T MATCH THE PICTURE ONLINE.

Double check that the item you received is in fact the item listed on your order confirmation. If you determine that you have received the correct item, then it may be a matter of match color variance. Because manufacturers produce candies in large batches, the color of the finished product may appear slightly different from one batch to another. Additionally, you may want to look at the item on a different computer monitor to confirm appearance as monitor settings may alter the color of the picture being viewed. If the color appears to be extremely different than the represented item on RoyalWholesaleChocolate.com, please contact a customer service representative for assistance. Please do not open or consume the product if you believe the product is incorrect. Items without the original manufacturer's seal will be void of any claim.

I WANT TO MAKE A RETURN/EXCHANGE.

As part of our 100% satisfaction guarantee, we want you to be completely happy with your purchase. If for any reason you are unsatisfied with your purchase and would like to make a return or exchange, please contact customer service within 72 hours of delivery of your order and a customer service representative will be happy to assist you.

*REMINDER*

To our valued customers: Updated 8/9/17

For our customers information, we are providing the return policy with all of our invoices to keep everyone informed.

• All returns must be called in within 72 hours of receiving your order.

• Any returns that are called in after this period will receive a 15% restocking fee, as well as any returns that are ordered by mistake or the wrong item number is provided.

• We will not be able to take back any returns that are not in the original boxes and/or packaging.

• We would not be able to take back any holiday items after the holiday has passed.

• If an item is damaged or there is something wrong with an item received we would need to know within 72 hour time frame or we would not be able to take these items back after this point. As a result, we urge you to check your orders in thoroughly when you receive them so that if a return needs to be called in, it is within the provided time.

The customer service representatives repeat descriptions back when item numbers are provided. Therefore, we strongly suggest that item numbers are used instead of descriptions. If you would like to request a list of item numbers/descriptions of items that are ordered consistently, we would be able to provide that upon request.

*If you have any questions feel free to give us a call at 1-856-222-1336

I SELECTED AN EXPEDITED SHIPPING METHOD AND MY ORDER DIDN’T ARRIVE ON TIME.

Before placing your order, please contact customer service to confirm shipping and estimated delivery dates for your order. As the dates provided are only estimates, Additionally, Royal Wholesale cannot be held responsible for delays in delivery that are outside out of direct control (for example, hurricanes, snow storms, traffic, etc). Please plan accordingly to ensure that your order is delivered in time.

MY CHOCOLATE MELTED.

Please contact customer service immediately if you have received a package that contains melted candy. Claims must be made within 24 hours of delivery of package.

THE TRACKING NUMBER SAYS THE PACKAGE WAS DELIVERED, BUT I CAN’T FIND IT.

Please check all surrounding doors at your location. Sometimes the carrier leaves it at the door they think is the appropriate location. Sometimes, the carrier may also leave the package at the front desk of a building. If you are still unable to locate your delivery, please have your tracking number handy and call UPS at 1-800-742-5877. A UPS representative will be able to speak with the delivery driver to inquire where the package was left.

WHY SHOULD I BUY FROM ROYALWHOLESALECHOCOLATE.COM?

Here are few reasons to shop with RoyalWholesaleChocolate.com:

1. Easy-to-Use Website: Shop our entire inventory by Color, Flavor, Occasion, Brand and Candy Type.

2. Convenience: Checkout faster. Shop when you feel like!

3. Quick Buy Feature: Large orders are formed in minutes! Allows quick site search, ability to set the quantities with real time price changes, puts whole order list to the shopping cart.

4. Account Dashboard: View Order History and Reorder Quickly.

5. Exclusive Online Only Sales: Access to online only sales

6. Clear Product Photographs: View product packaging and detailed images of individual items.

7. Thorough Product Descriptions: Read comprehensive information for each item, including color, flavor, texture, size, weight, unit price, and more.

8. Fast and Easy Checkout: Save your account information to make ordering even quicker.

9. Store multiple shipping addresses.

10. Tag Feature: Conveniently tag items to help organize and remember them. They’re essentially keywords or keyword phrases.

11. Climate-Controlled Warehouse: Our facilities are designed to keep the entire candy inventory in top condition.

12. First-Class Inventory Control: Our system is highly monitored to ensure candy freshness at all times.

13. Our Blog: Stay up to date with tips and tricks to create party favors, candy buffets, gorgeous displays, ignite your creativity with our photos, and learn fun ways to decorate with candy for any party, occasion or event.

14. Track your orders.

15. E-news Updates: When you register online you can also sign-up for e-newsletters. Don’t miss out on the opportunity to be the first to know about hot sales and new products. Our current e-news offerings include updates on seasonal products, recipes, special events, and other fun sweet things.

16. Outstanding Customer Service: We offer three ways to get in touch: dedicated phone support at (888) 261-8277, live chat Mon.- Fri. 9AM to 5PM (EST), and quick email responses at [email protected]