Customer FAQ’s

 

Q: Do you have order minimums?

  A: Our minimum is 20 cases for everyday stocked bulk product or 500 lb. for packaged product.  If you would like to order smaller quantities, please contact Customer Relations (CR) for distributors.

Q: How do I place an order?

   A: Please e-mail your order to: orders@primrosecandy.com.  If e-mail is unavailable, fax your order to (773) 276-7411.

Q: How do I know you received my order?

   A: Orders are confirmed in the way they were received, by e-mail or fax.  Contact orders@primrosecandy.com if you do not receive confirmation within 1 business day. 

Q: When will my order be ready?

   A: Lead time for everyday stocked product is 2 weeks.  Special runs may take 6-8 weeks depending on the item and quantity. 

Q: What are your payment options? 

   A: New customers may apply for open terms.  Please allow 5-7 business days to process credit applications.  For urgent orders, Visa/Mastercard credit card or check payments are accepted.

Q: What are your freight options?   How much is freight?

   A: Please see terms on costing sheet.  Bulk product costs are pick up at plant.  Retail packaged product costs are freight included or pick up at plant.  We’ll be happy to request freight quotes upon request.

Q: Will I need to ship products refrigerated?

   A: During  the warmer months, when chewy candies are shipping through states over 75°F (especially on rail when the product may reach exponentially higher temperatures),  refrigerated trailer controlled between 60-70°F is recommended.  

Q: Is my order on-time?  Can I get updated product pricing and availability?  Can you send pictures or samples?   Can you send ingredients and nutritionals? 

   A: Order inquires, product pricing and availability, product information, documentation requests, samples, etc. should be directed to Customer Relations.  E-mail support@primrosecandy.com or call (773) 276-9522 ext. 0.

Q: How do I pick up my order?

   A: Your carrier must call or e-mail Logistics to schedule an appointment 48 hours in advance.  Please note scheduling is subject to availability.  E-mail logistics@primrosecandy.com or call (773) 276-9522 ext. 123.

Q: Where do I pick up my order?

   A: Our warehouse is located at 4020 W. Schubert Ave, Chicago, IL. 60639.

Q: What should I do if my order is short or damaged?

   A: Sign for merchandise short or damaged with the specific amount before the bill of lading is returned to the driver.  Please send  driver’s signed copy of the BOL within 48 hours so we may file an claim.

Q: What is the best way to get assistance quickly?

   A: Always start with customer relations.  We have a dedicated team trained to facilitate your needs and all communication is logged and documented.  If you feel the need for further assistance, please contact our Customer Relations Supervisor, Kim Puch at (773) 276-7411 ext. 103.