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HOW TO ORDER
To place an order with Albert Uster Imports (AUI), we offer the following convenient options:
>> log in to our online catalog at www.auiswisscatalogue.com
>> email us at weborders@auiswiss.com or emailorders@auiswiss.com
>> call our customer service at 1-800-231-8154 from 7:30 AM to 8:00 PM (EST) Monday through Friday
>> leave a message on our 24-hour voice mail
>> fax us at 1-800-643-4284
>> contact your local AUI Sales Representative.
Please have your customer account number ready for expedited service.
SHIPPING
All orders of $195.00 or more include shipping costs within the continental United States. Orders less than $195.00 will incur an additional charge of $25.00 for shipping/ handling. Orders placed before 5:00 PM local time are shipped via 2nd day delivery service. Wherever available, we offer free 2nd day Saturday delivery for orders placed on Thursdays, before 5:00 PM local time. However, because of our carriers’ increased delivery volume during the holiday season, from October through December, orders may take an additional 1-2 business days. Expedited or special shipping services are also available at nominal additional costs. Due to complexity of handling/shipping frozen foods, our deep-frozen IcEscape items are processed and delivered separately from our sweet and savory items.
Please contact our Customer Service for shipping information outside the continental United States.
PERISHABLE PRODUCTS
Some AUI products are sensitive to extreme weather conditions. Our distribution centers will take the time to insulate perishables with dry ice, ice packs, pre-cooling, and extra insulation, as necessary. If an order contains dry ice, please follow the safety precautions as listed on the packaging. Upon delivery, please look for storage recommendations on ordered products and follow them immediately!
RECEIVING YOUR ORDER
Please check all shipments for EXTERNAL damage PRIOR TO accepting or signing for delivery. Please refuse delivery of any damaged cartons and/or packages UPON receipt of the order. In the case of any damaged cartons and/or packages, call us immediately PRIOR to accepting or signing for delivery.
Report any shipment with INTERNAL or concealed damage to our Customer Service within 10 days of receipt in order to obtain a Return Authorization number. AUI will replace damaged product or credit your account for the damaged product.
Be aware that all products marked with a delicate D symbol in our catalog are more sensitive to shipping conditions and, if handled improperly, are prone to breakage. Credit for these items will be provided only when more than 15% of the total quantity or weight of products is unusable.
Any ordered and packed items that are subsequently CANCELLED will incur a 30% restocking fee as well as applicable return shipping charges. For credit to be issued, the product must arrive at AUI in original packaging in resellable condition.
RETURNS
Returns must be reported within 10 days of receiving the product. Returns must have prior Customer Service authorization before being shipped back to AUI. Please call Customer Service for a Return Authorization number. This number should be clearly displayed on the lead carton. Depending on the circumstances for the return, your account may incur a 30% restocking fee.
ALL SALES OF HOLIDAY ITEMS, BOOKS, AND EQUIPMENT ARE FINAL.
SPECIAL ORDER PRODUCTS
Minimum order, deposit, and payment requirements for customized and proprietary products are handled on a case-by-case basis. Please contact your AUI Sales Representative or 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 AUI, 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 the application within two business days.
SAMPLES
Please contact your local AUI Sales Representative at 800-231-8154.
CULINARY SUPPORT
For assistance with any questions about our products or applications:
» contact our Culinary Team at 1-800-231-8154 from 7:30 AM to 8:00 PM (EST), Monday through Friday,
» leave a message on our 24-hour voice mail,
» fax us at 1-800-643-4284,
» visit our website and recipe database at www.auiswiss.com,
» email us at info@auiswiss.com.
We look forward to hearing from you!
ICESCAPE PRODUCTS
Dear Customers,
Please note that due to the complexity of handling/shipping frozen foods, orders for our deep-frozen IcEscape items are PROCESSED AND DELIVERED SEPARATELY from our other items.
SHIPPING
We encourage you to place orders all week, however, please note that IcEscape orders only ship on Mondays, Tuesdays, and Wednesdays. All orders compliant with the minimum order requirements include shipping costs within the continental United States. Orders placed before 4:00 PM local time are shipped via 2nd day delivery service. Minimum order requirements are based on a set concept. Currently, we off er the following product sets. (Note the requirements in order to properly configure your case.)
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 A symbol 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 B symbol to identify the products that apply.
Set C: 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 C symbol to identify the products that apply.
Set D: Minimum order is 1 case. You need 18 cakes to fill your case. You may combine any products in stock within their particular set to configure your case. Please look for the following D symbol to identify the products that apply.
RECEIVING YOUR ORDER
Prior to accepting delivery of your order, please inspect for any damage to the boxes or their contents. AUI continually monitors and verifies that temperature integrity has been maintained at all times. Because of possible gaps in temperature fluctuation, refunds are not possible once a delivery has been accepted. Immediately report any discrepancies or errors in shipping or product condition by calling 1.800.231.8154 or by emailing to info@auiswiss.com. There are no returns on deep-frozen IcEscape items.
TEMPERATURE REQUIREMENTS AND HANDLING INSTRUCTIONS
Deep-frozen IcEscape items are of the highest quality. In order to maintain this level of excellence, we must strictly adhere to rigid temperature requirements. The rule is: upon receipt, deep-frozen items must be stored immediately in your freezer. Once delivery is accepted, the customer is responsible for maintaining the temperature and quality of all deep-frozen IcEscape items. Before using, carefully follow the handling instructions on each IcEscape label. If your order contains dry ice, please follow the safety precautions as listed on the packaging. Upon delivery, please look for storage recommendations for your products and follow them immediately!
PAYMENT TERMS
We gladly accept Mastercard, Visa, American Express, and your Corporate Purchase Card. For customers who have approved credit with Albert Uster Imports (AUI, 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 2 business days.
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 QUALITY GUARANTEE
AUI stands behind its products. If you are dissatisfied with the quality of our products, please contact Customer Service within 10 days of receipt of product. We appreciate care taken for these items and maintaining them under proper conditions until pick up or delivery can be arranged.
For export to Hawaii, Canada, Mexico, Caribbean, or other locations, please email us at info@auiswiss.com or call (800) 231-8154.
