Working with IEP
ORDER PLACEMENT
- Orders can be placed by phone, email, or through our webstore.
- Products are sold in full case pack increments. A 15% “break case fee” will be applied if inner case pack increments are requested.
- If the requested quantity is not available, the customer will be notified prior to shipment.
- Direct imports and special/customized orders are negotiated and fulfilled on a case-by-case basis.
PRICING
- Prices listed are per piece (except Asian Spoons and Flatware).
- Prices are subject to change without prior notice.
- Prices are F.O.B. Stoughton, MA. Shipping charges are not included in the item price and will be added to your order.
PAYMENT TERMS
- All orders require 100% advance payment unless credit terms have been approved by IEP.
- We accept company checks, wire transfers, and credit cards. Payments must be made in USD.
- All orders paid by check will be shipped after the check has cleared. Returned checks will be subject to a $50.00 returned check fee.
- Credit terms are granted at IEP’s discretion upon credit application review. If the customer fails to adhere to the terms, IEP reserves the right to revoke terms and implement standard advance payment requirements.
CLAIMS AND CREDIT
- All merchandise must be checked upon arrival to ensure order accuracy of SKU, product quantity, and quality condition. For any deviation, the customer needs to inform IEP within 5 business days of receipt of merchandise. Photos may be requested.
- If boxes are damaged upon receipt, the customer must put a note on the carrier paperwork and take a photo of the damage to document it and send it to IEP by email immediately to pursue appropriate action with the carrier.
- Upon review, replacements may be sent out or credit applied to the customer account.
- Merchandise returns are only accepted with prior MRA (Merchandise Return Authorization) issued by IEP within 5 business days of receipt.
- Merchandise must be unused and in original packaging.
- Merchandise must be shipped back within 2 business days of MRA being issued at the customer’s shipping expense and will be charged a 20% restocking fee. Credit will be issued to the same payment method that was used to purchase the items after they have been received and reviewed by IEP. If items are damaged in transit, there will not be a credit applied.
- IEP products are not subject to warranty.
SHIPMENT AND CHARGES
- Standard order turn-around time for in-stock items is 1-2 business days.
- Merchandise is shipped via UPS Truck or LTL Freight, depending on the order.
- We offer customer pickup for our local customers by appointment only.
- IEP does not guarantee time in transit or a specific delivery date. Customers may request a “guaranteed delivery” for an additional fee, however if this guarantee is not met by the carrier, only the additional charge for the guarantee will be returned. Weather and other disruptions may occur. Standard ground rate will still apply.
- Shipments made by LTL Freight assume the customer has no restrictions. If accessorials are required, IEP must be notified in advance of the shipment or additional charges could apply post-delivery.
- LIFT GATE- When there is no truck height receiving dock at the delivery address, a truck with a liftgate is required.
- LIMITED ACCESS- If a 55’ trailer will not be able to gain access, a smaller box truck is required.
- Limited Access is also added to any of the following types of delivery locations; Residential, Hotel, Country Club, School, Hospital, Church, Temple, or similar.
- APPOINTMENT REQUIRED- Normal delivery hours are Monday-Friday, 9:00 AM - 5:00 PM. If your hours are different, IEP must be made aware of this in advance of scheduling the shipment. If an appointment or call ahead is required, we will need to know in advance.
- DELIVERY- All deliveries are dropped either curb side or right on the dock.
- RE-DELIVERY- If for any reason the trucking company is not able to deliver and a second delivery attempt is required, additional charges will be applied after the delivery.
- Delivery times are up to 15 minutes. If drivers are detained and need to wait for access to unload, you may receive a post-delivery bill.
- Specific carrier requests must be made by the customer at least 24 hours prior to the order pick up time.
IEP OFFERS FREE SHIPPING ON PORCELAIN ORDERS OF $1,500 AND MORE
Minimum product order of $1,500 is needed to qualify after all discounts have been applied. Offer only applicable to Porcelain (not clearance). It does not apply to Glassware, Flatware, Stanchions, Equipment. Includes ground freight via truck to the contiguous U.S. only. Additional fees may apply for any accessorial required (Liftgate, Limited, Appointment, Re-delivery).