F.A.Q.
Q: How do I contact Customer Service?
A: You may reach our Customer Service Department by phone at 1-800-992-0592 or via email at
CBW-customerservice2@cooperbooth.com.
Q: How late can I add to my next order?
A: You may contact Customer Service to add to your order any time before 1:00pm the day before your delivery.
Q: What must I do if I discover my order is not correct after I receive my delivery?
A: Your order should be reviewed within 24 hours of receiving your delivery to ensure everything is correct. All missing, damaged, or mis-picked items must be called in to our Customer Service Department within 24 hours to ensure, if applicable, credit is issued.
Q: How can I make sure my order is correct once I place it?
A: If an email address is provided for your account, you will automatically be signed up to receive order confirmations. If you place your orders via our web or application based system, ZiiZii, your previous orders will be saved and can be viewed to determine it is correct. If any changes need to be made, you can do so online or by contacting our Customer Service Department before 12:00 noon the day before your delivery.
Q: Can I place my order a couple days before my scheduled delivery?
A: Yes, if you have more than 1 delivery scheduled per week, you will need to contact Customer Service to determine how early you may place your order. If you are only scheduled for 1 delivery per week, you may place your order as early as the day you received your last order.
Q: When can I call in my returns?
A: Please call our Customer Service Department within 24 hours to return overstocked or wrongly ordered items. At the time of delivery, frozen/refrigerated and any promotional items must be returned with the driver the same day for credit. Returns for out-dated items can be called in to our Customer Service Department at any time. Please refer to our Credit and Delivery System packet to review what items are returnable and non-returnable.
Q: Can I item check my totes with the driver?
A: To ensure our drivers have the ability to arrive at each of their scheduled deliveries on time, item checks cannot be done at the time of delivery. Please review your order within 24 hours of receiving your order to ensure no items are missing. If an item is missing, damaged, or mis-picked, you must report it to our Customer Service Department within 24 hours of delivery to ensure, if applicable, credit is issued.
Q: Can items that are out of code be returned?
A: To determine if an out of code product may be returned, please review our Credit and Delivery Systems packet to review what items are returnable.
Q: How do I know what the total due is for my order?
A: The total amount due for your order will be on the drivers manifest. For customers that place their orders online, the total due is also available through our web based ordering platform, ZiiZii.
Q: Can I send my totes back with the driver at the time of delivery?
A: Totes should be returned to CBW upon your next scheduled delivery. If you do not send the totes back with the driver on your next scheduled delivery, you will be charged a fee of $15.00 per tote. Please review your Delivery and Credit System packet for more information regarding tote fees.
If you do not have tote storage capacity in your store, you may remove the items from the tote and return the totes with the driver at the time of your delivery. To ensure your order is correct, please make sure you place the product in an area that allows you to item check your order. We cannot have the driver remain at your store for you to item check your totes as you empty them for return.
Q: Am I able to return full cases items on delivery?
A: Yes, if you find a mistake with any case items ordered, you may return the items back to CBW with the driver. The driver will add notes to the manifest that the item(s) are being returned. Unit of measure for each item is available in your order guide, on your shelf tags, and our online ordering platform.
Q: What do I do if I’m having problems placing my order?
A: All ordering methods come with a quick reference sheet/packet to assist with troubleshooting, if you encounter a problem with ordering. If you are unable to place your order after following our troubleshooting procedures, please contact our Customer Service Department. Our team can assist with troubleshooting and, if necessary, can place your order manually over the phone. If you are not satisfied with the method you use for placing orders, please contact your Sales Rep, Inside Category Captain, or Customer Service to discuss your ordering options.
Q: Can any of my employees sign the manifest?
A: Yes, any employee that is verifying bundle counts on your manifest, with our driver, can sign the manifest. If the employee and/or driver find a discrepancy at the time of delivery, this must be noted on the manifest before signed by the employee to ensure credit is issued for any shortages or mis-picks. Full case or full tote shortages that are not noted on the manifest and signed in full by your employee will automatically be denied for credit.
Q: How will you communicate company updates, such as price changes or general information?
A: We highly recommend that you provide an email address upon activation of your account to ensure you receive our Product News and updates from our Marketing and Customer Service Departments. You may also sign up to receive a price change report that is sent out weekly via email. All company updates and new product information is also available via our website, www.cooperbooth.com.
Q: Can I change my delivery time and/or day?
A: All requests for delivery changes can be discussed with your Sales Rep, Inside Category Captain, or our Customer Service team. Once a request is made through one of these parties, they will reach out to our Transportation Manager to determine if the changes can be made. Please note, we cannot guarantee an immediate changes depending upon the route in which your delivery is scheduled, but will do what we can to accommodate your request.
Q: My delivery is late, how can I find out when it will arrive?
A: Please contact our Customer Service Department. Our team can verify the current location of your driver and what may be causing the delay with your delivery.
Q: How do I request a refresh of my store to ensure I have the top selling products available for my customers?
A: All requests for a refresh or a rest of your store can be made through your Sales Rep, Inside Category Captain, or Customer Service. Requests will be submitted to our Merchandising Manager for review and a member of their team will contact you for scheduling.
Q: When will my returns be picked up and credit applied to my account?
A: Once your items are entered into the system for return, our customer service team will process the request and print a pick-up slip for our driver to pick-up your returns on one of your next two scheduled deliveries. Once received by our Returns Room, the items will be verified with the pick-up slip, if applicable, credit will be applied to your account within 24-48 hours of verification. Please review your Delivery and Credit System packet to understand what happens to non-returnable items that are received back to CBW.
Q: When will credit for shortages be applied to my account?
A: Once your items are entered into the system for return, our customer service team will review film and/or the driver’s manifest to confirm the shortage. If the shortage is verified through our research, credit will be applied to your account within 24-48 hours from the time your return was entered.