Customer Service
Hours of Operation
Fresh Brew operates Monday through Friday, 8:30 AM – 5:00 PM EST.
The company observes all federal holidays, which may affect order processing and delivery times. Please contact your customer service representative for more information.
Pricing
Due to market fluctuations, prices are subject to change without notice. Some discounts or special promotions may not be available online. In the event of a price misprint, Fresh Brew may cancel or adjust orders containing that product.
To obtain discounted pricing for food service or distribution, please create an account or contact us directly. Before shipping your order, we may need a state Sales and Use Resale Certificate on file. These certificates must be renewed annually.
Payment & Security
- Credit Cards
Fresh Brew Innovations accepts a major credit cards including Visa, MasterCard, American Express and Discover for internet, mailed and faxed orders. Our website uses the latest Secure Sockets Layer (SSL) security technology to insure your credit card and personal information are secure. This technology encrypts your order before it is sent to us, thus preventing others from accessing any of your information.
- COD
Cash On Delivery (COD) is available to local delivery customers only. Customers must make payment at time of delivery. Failure to pay will result in a returned order and a redelivery charge of $25.00. A new scheduled delivery date will be assigned. A $25.00 fee will be assessed for all returned checks.
- Credit
Credit is determined by length of time in business (2 years or more) dealer experience, record of trade payments and financial conditions etc and who plan to make regular purchases. N et-21 credit terms are available upon approval of credit application. Once credit is established, orders can be placed via phone, email, fax or mail; however, not directly on our website.
All equipment purchases must be prepaid, regardless of credit terms. Accounts that are past due must be brought current before additional orders are processed. Delinquent accounts are responsible for reasonable collection and attorney’s fees, and any additional costs associated with collection. Accounts not paid according to established terms are subject to finance charges equal to 1.5% per month.
To request a credit application or for more information on our payment policies, please contact us.
Shipping & Delivery
Fresh Brew Innovations offers a variety of shipping options for your convenience, including UPS and LTL, and local delivery in the Greater Orlando area. Selected at our discretion to optimize your delivery, shipping method is based on destination, package size, among several other factors. Some products and special orders may be shipped separately, direct from the manufacturer. All orders will be confirmed and given a tracking number sent via email, which may be used online to view shipping status and estimated delivery time. No deliveries to P.O. Boxes. Shipping is available to all customers in the United States, except to Hawaii and Alaska. In the event that our carrier is unable to make a delivery after several attempts, the order will be returned to Fresh Brew and the customer must pay any charges associated with reshipment. Should the customer refuse payment, Fresh Brew reserves the right to cancel the order and refund the customer the total amount less the original shipping costs.
- UPS Delivery
All orders received and confirmed by 11:00 AM EST Monday through Friday will be shipped via UPS the same day. All orders placed after this time will be processed and shipped the following business day. Some orders may take longer to process, and if an item is unavailable, we will notify you by phone or email.
- R+L Carriers LTL Delivery
Orders over 150 lbs may qualify for LTL delivery by R+L Carriers. We have negotiated reduced rates for all pallet orders for delivery to most destinations within Florida. We make all efforts to ship qualifying orders received and confirmed by 11:00 AM EST Monday through Friday on the same day. All orders placed after this time will be processed and shipped the following business day.
- Will Call/Pickup
Wholesale accounts have the option of picking up their order at our Orlando warehouse. The minimum order required for warehouse pickup is $50.00. Pickup hours are 9:00 AM – 4:00 PM EST, Monday thru Friday. Please place your order at least 2 hours in advance to insure sufficient time for processing. For same day pickup, orders must be placed no later than 2pm for pickup by 4PM.
- Local Delivery
For business customers with commercial addresses located in central Florida, we now offer free local delivery. Customers will be assigned a delivery day based on their location. Should a scheduled delivery be attempted and the customer is unable or not open to accept delivery, product will be returned to stock and a redelivery fee applied. A minimum order size of $175.00 is required for free delivery. . A fuel surcharge may be added to your invoice in the event of gas prices above $2.50/gallon. For more information, please contact us.
Damages & Shortages
For all delivery methods, please carefully inspect your order. If the order is visibly damaged or unsealed upon delivery, please refuse the shipment. All shortages or damages must be noted on the proof of delivery and signed by you to insure proper credit is received. Please retain all packing materials and take pictures documenting damage. Requests for credit must be received within 48 hours of delivery. Credit is not guaranteed and may be subject to further investigation.
Return Policy
At Fresh Brew, your satisfaction is our first priority. If for any reason you are unhappy with your order, please contact us to receive a Return Merchandise Authorization.
Returned merchandise must be unopened and in a sellable condition. A restocking fee of 20% is applied for returns after 15 days. Returns are not accepted after 30 days. Customer is responsible for return shipping and any additional charges related to replacement orders.
We regret to inform you that we cannot accept product returns on any equipment, or on items are opened, expired, special order or non-inventoried, discontinued or seasonal, or not purchased from our company.
Back Orders
In the event that an item you ordered in unavailable, Fresh Brew will notify you with an approximate date of product availability. It is not our policy to automatically fill backorders without first notifying the customer. For any merchandise that is not shipped and received due to being out of stock, the customer should reorder those items at a later time. These items will be shipped with the customer’s next scheduled delivery. If an immediate shipment is requested which does not meet local delivery standards, merchandise will be shipped via UPS at the customers’ expense.
Special Orders
For items not stocked on a regular basis by Fresh Brew, customers may request a special order of no less than a full carton/case quantity. Availability and lead times are dependent on manufacturer order minimums and shipping options. These items will be shipped with the customer’s next scheduled delivery, according to standard shipping procedures. If an immediate shipment is requested which does not meet local delivery standards, merchandise will be shipped via UPS at the customers’ expense. Contact a customer service representative for more information. Please note: special orders are not eligible for return.
Product Specifications
Product specifications may change occasionally due to modifications by the manufacturers. This may include product size, weight, color, description and packaging. Fresh Brew will make every effort to update our website and systems accordingly. In the event of a misprint, Fresh Brew shall not be liable.
Guarantees and Warranties
All merchandise is sold without warranty or other liability of any kind, except as expressly stated on, packaged with, or accompanying such products. Fresh Brew is an authorized distributor for all products advertised on our website; therefore all manufacturers’ warranties are valid. In no event shall Fresh Brew Innovations be liable for any special, consequential, or punitive damages; and the company’s liability on any claim for loss or damage arising out of, or in connection with, the sale, resale or use of any products shall in no case exceed the selling price of such product, or thereof involved claim.
All merchandise is sold without any implied warranty of merchant ability or of fitness for a particular purpose. Warranty on equipment only applies if equipment is installed by an authorized service agency. Please ask your customer service representative for more details.