Help and Support Center
Our website is for businesses, not end consumers, as we are wholesale company. Therefore, we do everything to protect our client's prices so that their customers cannot see what these clients pay for their merchandise. We only sell to registered businesses, non-profits, governments, and educational facilities. Once you've signed up, you'll wait about 1 business day to be approved. In addition, since we are wholesalers, there's a minimum of $1000 per order. For the most part, this is due to shipping costs. Once you're approved, you'll receive an email letting you know your account is now active.
Password Recovery for Online Accounts
With any sign-in field on our website, you'll notice a link to recover a forgotten password. When you click on this link, a small window will pop up. In the 'Email' field, simply enter the email address you provided us upon registration and we'll send you another email containing your current password. To go directly to password recovery, follow the link below.
Quick Link Support: Go to Password recovery for your online account.
Click "Password Recovery" and then a small window will open. Simply enter your email address and then click 'Submit'.
Once you've registered and have been approved, you can begin placing orders. The easiest way to place an order is to select the category you'd like to start with. Towrads the top of every page on our site, you'll see a horizontal line of categories containing: Cleaning Products, Disposable Products, Food Products, etc. You can either shop the entire category or click on a sub-category that drops-down under the category. You can also set the webpage to display up to 100 items per page and then start ordering the particular products you need. You can add as many items into your cart from any page by simply clicking "Add to Cart" at the bottom of the page.
Merchandise that is in your cart will not be reserved for you until you have submitted your order, approved your freight rate and have your payment arrangements made with us.
Once you've approved your order and freight, your order will be sent for picking. You can add items to your order until 1pm on the same day your order is being sent out. Removing items is NOT possible once your order has been sent for picking.
We have a $1,000 minimum for orders that are shipped out as shipping would be too costly with a smaller order.
We've created wishlists for all our customers so those items you order on a regular basis, you can simply add them to your wishlist. It works the same way as your cart, except you won't actually 'order' the item. To use the wishlist feature, simply click "Add to Wishlist" at the bottom of the product page. When you're building an order, you can instantly access your wishlist to see all included wishlist items. You can always add or remove items fronm your wishlist.
Shipping Cost and Transit Times
International Wholesale does not make any money on shipping. We are not a trucking company. However, International Wholesale along with its partners, have pooled resources and negotiated the best possible shipping rates to lower your total cost of goods. We shop all our Less than Truck Load (LTL) shipments to at least 6 carriers.
Total shipping cost varies from client to client and is based on several factors that include:
Weight
Our entire shipping method aims at minimizing our client's costs of shipping. One way we do this is through our weighing method. Weight goes in tiers, in increments of roughly 500 lbs. However, the first 1,000 pound range is generally the same cost (e.g. whether you order 665 pounds or 1,000 pounds). You can use this tip to your advantage as you're building your order since you'll be given an approximate weight calculation when you go to your cart.
On most orders, there is a "sweet spot" you can also take advantage of. For instance, once your order reaches about 3,500 pounds, you can go up to 5,000 pounds for almost no extra cost.
This is termed 'getting free freight' so make sure you use it to order those heavy items that you'd otherwise not have ordered due to assumed extra shipping costs.
Distance
Of course, your shipping costs would get more expensive as distance increases. The cost formula is fixed regarding this factor.
Number of Pallets
For an LTL shipment, most trucking companies have a maximum of 6 pallets. However, our special relationship with our shipping & freight carriers has afforded us the ability to maximize up to 8 pallets per shipment, as long as the shipment is under 10,000 pounds (assuming there's room on the truck).
For non-LTL shipping orders, we call and request Spot or Volume Quotes. But, we never check quotes with just one carrier. We shop at least 5 carriers and brokers to get the best deals for your shipments. Furthermore, since we have a few tricks up our sleeve, we can pressure trucking companies to give you good deals.
Lift Gate Fees
Lift gates can immensely help you in receiving your orders. Generally, lift gate fees hover around $35. Some trucking companies have a flat rate and others vary by weight. For your smaller orders, International Wholesale advises you to have a couple of your extra employees remain for an extra hour or so, in order to help you unload the truck. Chances are that it will cost you less than the $35 fee. The same theory can be applied to larger orders. However, especially regarding time and practicality, lift gates are a great aid in receiving your orders, especially in those instances where your shop has extra-wide doors, or double doors, where your pallets can simply be rolled in.
Lastly, be very cautious of other companies offering so-called "Free Shipping" but that would really cost more than our clearly-labeled shipping rates. Many other wholesalers tend to roll-in shipping costs into your cost of goods or play around with numbers where, in the end, you won't truly be receiving free shipping.
Estimated Transit Map
Orders are shipped out between 24 and 72 hours after your payment method has been established and after freight has been approved. Orders will not be picked unless you approve your selected freight. Once your order is shipped, you'll receive your tracking information via email. Transit times we give you will always be estimated as, again, we're not a trucking company. If you need more accurate tracking, we suggest calling your trucking company directly.
The above image contains only estimates.
How to Complete your Online Checkout
If you're trying to add more cases to your cart than we actually have in stock , you'll get an error message informing you of this. Try to make a note of the item in the 'special comments' section as you're checking out, since we receive merchandise daily and may have those items scheduled to come in before your order is shipped. Also, just let us know if you're looking for something in particular. We'll be glad to help out where we can.
Currently, we accept credit cards, wire transfers, ACH and checks - however - these must be faxed to our office prior to shipping in order to be approved, and we must receive the actual check before the order is shipped.
Online Invoice and Final Invoice Details
Although you can get a copy of your invoice through your account, if you ever need a copy of your invoice, please feel free to contact us and we can email it to you.
Unless your freight is unsellable, there will be a 20% restocking fee plus freight charges added twice, for shipping to you and back to us. If the freight is deemed unsellable, we will need photographs as well as a bill of lading in order to file a claim with the carrier. Please refer to our terms of service for more information on delivery refusals and refunds.
How to Submit Claims on Damaged or Missing Products
It is best that claims for credit and return requests be made within 48 hours of delivery. We'll review your claim and promptly respond. We recommend you check the contents of your delivery against the invoice attached to the shipment. If you find a discrepancy, please report it to us within 48 hours of receiving your goods.
Product Damage: Please note that any apparent damage to your order should be directly inserted on the Bill of Lading/Delivery receipt before the driver leaves. If you cannot immediately determine what the exact damage is, or if your skid(s) are wrapped in anything other than black wrapping, please write "DAMAGED, SUBJECT TO COUNT" on the Bill of Lading.
Also, take advantage of our new Online Claim Form to submit information.
If your order was damaged by the delivery company, you will not receive credit if it wasn't noted on the Bill Of Lading/Delivery paperwork. We are not responsible for damage of product in transit, and we therefore require this document to file a claim with the carrier on your behalf.
Product Size Changes
We try diligently to keep up with rephotographing items that have had size increases or decreases, however with the number or items that we carry it could get tough. The items photographs are intended to show the item, please use the item description for specifics about an item.
Expiration Dates for Export Orders
Any special dating requirements must be specified in the 'Special Comments' Box during the online checkout process. For example, you can insert "I need a minimum of __ months of dating for all food items" in your comments box. Absolutely no credit will be issued if we do not know your dating requirements.
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