FAQ

Ordering
How do I place an order?
How do I quickly locate items that I’ve purchased in the past?
Why are the seasonal items always on back order?
What happens if an item is backorder?

Shipping
How do I track my order?
I need my order rushed to me but I’m not seeing Overnight as an option for shipping. How do I have my order rushed?
I received my order but some of the items are missing. What happened?

Returns
What is your return policy?
What should I do if my item arrived damaged?
What should I do if I accidentally ordered the wrong item?

Account

Why should I create an account?
Do I have to create an account to order?
I can’t remember my password. What should I do?
How do I change my log in information?
How do I change my address(es)?
Can we have multiple users for our account?
How do I restrict the items that my staff is able to order?

Miscellaneous
What is your contact information?
My question isn’t listed here. Who do I contact for help?


Ordering

How do I place an order?

Browse the items until you find an item you wish to order. Type in the quantity and click “Add To Cart”. When you’ve finished selecting your items, put your mouse over “My Cart” and verify the order is correct. Click “Continue Checkout”. Verify or fill out your shipping and billing information. Choose your payment method and enter any additional information. If you have a discount code, enter it now. Finish by clicking “Place Order”. You will receive an order confirmation via email shortly after the order is placed.

How do I quickly locate items that I’ve purchased in the past?
Click the “My Account” link at the top of the page. Click “Purchase History”, in the menu on the left side of the page and you will be able to view all items you’ve previously purchased and add them to your cart.

Why are the seasonal items always on back order?
We do our best to anticipate the needs of our customers for seasonal items, however sometimes products are more popular than expected. Suppliers and manufacturers often have delays for seasonal products due to unexpected demand that can further delay shipment of seasonal products. We do our best to keep you informed of any possible delays and ship out your items as soon as possible.

What happens if an item is on backorder?
Most items on back order are fulfilled within a few days of those items being ordered. Sometimes there are delays with the manufacturer and suppliers that increase the wait time for those products. We will notify you as soon as possible if an item you ordered is expected to be on back order for an extended period of time and give you options for other in stock products you may wish to substitute it with.

Shipping

How do I track my order?

When your order has shipped out, you will receive a shipping confirmation via email that will include your tracking number. Most items ship out via FedEx.
You can also log into your account and view your orders. Click on the order number that you need tracking information for. On the top right of your order details, you will see your shipping method. If the order has shipped out, you will be able to click “Track” to view the tracking information.

I need my order rushed to me but I’m not seeing Overnight as an option for shipping. How do I have my order rushed?
All orders are shipped out via ground which typically takes 3-5 business days after being processed. If you are interested in having your order rushed, please call us at (877) 385-0911. We will work with you on shipping your order out as soon possible and if requested, will ship it out expedited. Additional charges will apply for expedited shipping.

I received my order but some of the items are missing. What happened?
To ensure you receive your products as soon as possible, we sometimes ship them out in separate shipments. Check your email for additional tracking information or possible delays for your order. If you haven’t received additional information from us, please contact us
and we will check on the status of your missing items.

Returns

What is your return policy?

Items may be returned if they are unopen and in sellable condition within 90 days of receiving the item. Item will be shipped back at the customer’s expense.
Items returned within 30 days will be subject to a 15% restocking fee.
Items returned within 31-90 days will be refunded 50% of the purchase price as a credit on your account.
Please contact us
if you wish to initiate the return process. Certain exclusions apply.

What should I do if my item arrived damaged?
We never want our customers to be stuck with a damaged item. Please contact us and we will be sure to send you a replacement item as soon as possible.

What should I do if I accidentally ordered the wrong item?
If you haven’t finished placing the order yet, you can put your mouse over “My Cart” and click “View Cart”. You will be able to remove or change the quantities of any items in your cart.
If the order was already placed, please contact us as soon as possible and our customer service representatives will do their best to modify your order before the order ships. If the item has already shipped out, please see the return policy .

Account

Why should I create an account?

Creating an account allows you to view pricing, place orders, view order history and tracking information, and create quick orders for easy monthly ordering. Customizable menus are available for national or multi-office accounts.

Do I have to create an account to order?
You must create an account to place orders.

I can’t remember my password. What should I do?
Click on the link under the log in box that reads “Forgot your Password?” Enter the email associated with your account and you will receive an email shortly that contains your log in information.
If you are still having trouble, please contact us
to receive a new password.

How do I change my log in information?
Log in to your account and click on the “My Account” link at the top of the page. Click “Change Log in Details” in the menu on the left side of the page and you are able to change the password or email address associated with your account.

How do I change my address(es)?
You are able to create a new address or modify your shipping and billing address when you place your order.
You can also modify or add new addresses by clicking on the “My Account” link at the top of the page. Click “My Addresses” in the menu on the left side of the page and you are able to edit any saved addresses or add additional addresses.

Can we have multiple users for our account?
Yes, we are able to add additional users onto your account. Please contact us with your account information and the names and email addresses of the users you’d like to add.

How do I restrict the items that my staff is able to order?
We are able to restrict accounts so they are only able to view and order the items you specify. To learn more or to set up restrictions, please contact us.

Miscellaneous

What is your contact information?

You can reach us by calling (877) 385-0911 or by emailing us at customerservice@spectrumcoffeeandwater.com.

My question isn’t listed here. Who do I contact for help?
If you have further questions or need clarification, please contact us by calling (877) 385-0911 or by emailing us at customerservice@spectrumcoffeeandwater.com.