HOW TO ORDER
To place an order with Albert Uster Imports, call Customer Service at 1-800-231-8154, or fax us at 1-800-643-4284. Please have your customer account number ready. A Customer Service representative is available to assist you from 7:30 AM to 8:00 PM (EST) Monday through Friday. If you call after business hours, please leave us a voice message. Of course you may place your order 24/7 on our company website at www.auiswiss.com, or via e-mail at weborders@auiswiss.com.
SHIPPING
All orders of $175.00 or more include shipping costs within the United States. Orders less than $175.00 will incur an additional charge of $20.00 for shipping/handling. You should receive your order in two business days if placed before 5:00 PM local time (4:30 PM in Hawaii). Orders placed via our online catalog must be made no later than 4:30 PM to allow for additional processing. However, because of our carriers’ increased delivery volume during the holiday season, from late November through December, your order may take an additional 1-2 business days. Expedited or special shipping services such as next day air, Saturday delivery, etc. are always available at nominal additional costs.
PERISHABLE PRODUCTS
Some of the AUI products that you may order are sensitive to extreme weather conditions. If our Customer Service personnel determine that your order might not arrive in ideal condition, we will ship by the best means possible. Additionally, our distribution centers will take the time to insulate perishables with dry ice, ice packs, pre-cooling, and extra insulation, as necessary. Upon delivery, please look for storage recommendations on your products and follow them immediately!
RECEIVING YOUR ORDER
Please check all shipments for EXTERNAL damage PRIOR TO accepting or signing for delivery. You should refuse delivery with the carrier of any damaged cartons and/or packages.
Once received, report any shipment with INTERNAL or concealed damage to AUI’s Customer Service within 3 business days of receipt in order to obtain a Return Authorization Number. AUI will replace damaged product or credit your account for the damaged product.
Any order you CANCEL that has already shipped from AUI will incur a 30 percent restocking fee as well as applicable return shipping charges.
RETURNS
RETURNS MUST HAVE PRIOR CUSTOMER SERVICE AUTHORIZATION BEFORE RETURNING TO AUI. Please call Customer Service for a Return Authorization number. This number should be clearly displayed on the lead carton. Please do not return any product without prior Customer Service approval. Be aware that all delicate products are more sensitive to shipping conditions and, if handled improperly, are prone to breakage. Credit will be provided only for items where more than 10% of the total quantity or weight of product is unusable. Depending on the circumstances for the return, your account may incur a 30 percent restocking fee.
SPECIAL ORDER PRODUCTS
Minimum order, deposit, and payment requirements for customized and proprietary products are handled on a case-by-case basis. Please contact Customer Service for specific details.
PAYMENT TERMS
We gladly accept Mastercard, Visa, American Express and your Corporate Purchase Card. For customers who have approved credit with Albert Uster Imports, our payment terms are Net 15 days from invoice date. Those customers who wish to establish credit may complete and submit an AUI credit application. AUI will process your application within two business days.
SAMPLES
Please contact your local AUI Sales Representative at 800-231-8154.
TECHNICAL SUPPORT
Visit our company website at www.auiswiss.com 24/7 for assistance with your questions about our products and/or recipes. Or e-mail your question to info@auiswiss.com. We look forward to hearing from you!
OUR GUARANTEE
AUI stands behind its products. If for any reason you are dissatisfied with any item from our shelves please contact Customer Service.
ICESCAPE ORDERING INSTRUCTIONS
Please note that IcEscape minimum orders differ from our sweet and savory catalog items. Minimum order requirements are based on a set concept. Currently, we offer the following product sets; this information is denoted in our catalog:
Set A: Minimum order is 1 case. You need 5 boxes to fill your case. You may combine any products in stock within their particular set to configure your case. Please look for the following symbol A to identify the products that apply.
Set B: Minimum order is 1 case. You need 4 boxes to fill your case. You may combine any products in stock within their particular set to configure your case. Please look for the following symbol B to identify the products that apply.
For more information about IcEscape or to receive a catalog, please email us at info@auiswiss.com or call (800) 231-8154.
