ORDERING, SHIPPING, AND RETURN POLICIES

 

Order Policies

  • There is no minimum order.
  • Our in-house lead time is 1-2 days for most orders.
  • Customers will receive an order confirmation by email after the order is sent to the warehouse for processing. Please notify us asap if there are any changes or inaccuracies, otherwise the order will be shipped as is.
  • Shortages and back-orders: If an item on an order is not available, we will notify the customer by email. The customer can request a substitution or change to the order. If we do not receive a response within 24 hours we will ship the order without that item(s). 

 

International Orders

  • Brewmaster is happy to work with International customers. Please complete our customer application, and submit it with a copy of a government issued business or tax certificate.
  • International orders may be prepaid with a credit card or via wire transfer. Customers paying for the products via wire transfer will still need a credit card on file for shipping charges and small adjustments.
  • Orders can be picked up by your carrier at our warehouse, shipped to a freight forwarder in the USA, or shipped direct via USPS International Priority Mail.
  • We are not able to prepare customs or export paperwork, this is entirely the responsibility of the customer.
  • International customers are responsible for verifying that the goods can be imported into your country. We are not able to provide Country of Origin, Phytosanitary Certificates, Certificates of Analysis, food safety statements, etc.
  • Customers assume complete risk and liability for any orders shipped outside of the 50 US states. We are not responsible for loss or damage to any international shipments.

 

Shipping Policies

  • We will evaluate your shipment once the order is in the warehouse and choose the lowest cost carrier either our parcel carriers or a set pallet rate.  This is based off of the weight and dimensions of the order.
  • Small orders will typically be shipped via FedEx ground or USPS Priority Mail and the rate will vary.
  • Each zip code has a specific pallet rate which will be displayed at checkout.  You will also see the corresponding residential and lift gate charges for pallet shipments at checkout as well.
  • The pallet rate shipments will be shipped using a network of freight carriers, if you have specific carriers that you want or do not want to use please call us at 1-800-288-8922. Please note that selecting a specific carrier may incur additional costs higher than the displayed pallet rate and may be a different transit time than that of the fixed rate carrier.
  • Shipping charges are added to all orders at the time that they are shipped. The charge will be added to the invoice and billed according to the default account terms. 
  • We are not able to bill direct to a customers FedEx or UPS account. The customer can arrange for their own shipping company to pick up the order, “Customer arranged shipping” should be requested when placing the order.
  • Orders are shipped “FOB: Origin”. Products becomes the legal property of the buyer once they leave our warehouse.

 

Will Call Policies

  • Will call orders must be placed a minimum of 24 hours in advance.
  • Add-on orders are not able to be accepted at the time of the will call. Add-ons or changes to the order must be made more than 24 hours of the will call.
  • Once the minimum will call time has passed, customer may pick their orders up any time during open hours. Customer are helped on a "first come, first served" basis, we do not schedule appointment times.
  • For will calls at the Pittsburg, CA warehouse: Customers are requested to park on the ramp near the docks (under the "MoreFlavor" sign), and check-in at the warehouse.
  • See our Contact Us page for hours, addresses, and directions to our warehouses

Shipping Shortages, Damage, and Defective Items

  • The customer is responsible for inspecting orders upon delivery. Any items that are signed for as received in good condition, and then later reported as short or damaged, may not be eligible for a refund.
  • If you receive a damaged shipment:
    • Accept the shipment. Do not refuse or return it.
    • Note the damage on the delivery receipt (if shipped by truck) or with the driver (for UPS/FedEx parcels). Keep a copy of the document with the damage noted.
    • If you think there is damage, but cannot tell how much, write a note such as “1 box crushed, damage subject to further inspection”.
    • Take photos of the pallet/box before unpacking it.
    • Keep all boxes and packing materials until the claim is settled, they may be needed for an inspection.
    • Complete the Brewmaster order issues and returns form. Brewmaster will file a damage claim on the customers behalf.
  • Defective items must be reported to Brewmaster within 60 days of receipt, or no credit will be given.
    • Brewmaster will issue a credit or ship a replacement for most defective products. If a manufacturer handles technical support and returns directly, the customer may be referred to the manufacturer for service.
  • ​If you have any shortages or other problems with your order, please go to the "Brewmaster Order Issues and Returns" form to make a report.

Warranty and Return Policy

  • Brewmaster has a one year warranty against manufacturing defects on almost all of our products.  If you have a defective product, please contact our customer service department.  We will refund, replace, or repair your damaged product.
  • If a customer receives a product that was not ordered, or otherwise shipped in error, Brewmaster will pay the return shipping costs.
  • Defective items must be reported to Brewmaster within 60 days of receipt to receive a refund.
  • Brewmaster will accept products for a full refund within 60 days of receipt. The items must be new and in saleable condition, and the customer must ship prepaid and insured to Brewmaster.
  • Perishable products and opened food products can not be returned for credit.
  • Any items that are drop shipped from our vendor to customers cannot be returned unless they arrive damaged or defective.
  • ​Click here to go to our return form