FAQ
NEW ACCOUNTS
WHOLESALE ACCOUNT REQUIREMENTS:
Q: Can I sell your products on Amazon, eBay, or other marketplaces?
A: No. To protect our brand and support our retail partners, we do not approve wholesale accounts for marketplace resellers or drop-shippers. Selling on platforms like Amazon, eBay, Walmart Marketplace, or similar is not permitted. Wholesale accounts must be tied to a legitimate storefront or established online shop.
Q: Can I set my own prices when reselling your products?
A: We require all wholesale partners to follow our MSRP (Manufacturer's Suggested Retail Price) as listed on our website. Undercutting our pricing when advertising or listing products for sale—whether online or in-store—is not allowed. This helps protect brand value and ensures fairness across all our retail partners.
BULK PRICING, MEMBERSHIP LEVELS, AND DISCOUNTS:
Q: What are the membership levels?
A: We offer three membership levels: Basic, Silver, and Gold.
- Basic Members: This is the default membership level for new and smaller customers.
- Silver Members: Customers who spend $5,000 or more annually automatically receive discounted pricing on all products when logged in.
- Gold Members: Customers who spend $10,000 or more annually or purchase by the pallet automatically receive the best available pricing on all products when logged in.
Q: How does bulk pricing work for Basic Members?
A: As a Basic Member, you will receive standard pricing on your orders. Silver and Gold Members automatically receive discounted pricing when logged in to their accounts, offering greater savings on bulk purchases.
Q: Can Basic Members qualify for discounts?
A: Basic Members do not receive automatic discounts but can upgrade to Silver or Gold Membership by reaching the required annual spend thresholds.
Q: How can I upgrade to Silver or Gold Membership?
A: Once your annual purchases reach $5,000, you’ll be automatically upgraded to Silver Membership and receive discounted pricing on all future orders. For Gold Membership, you’ll need to spend $10,000 annually or purchase by the pallet to qualify.
Q: Do I need to be logged in to see my pricing?
A: Yes, once logged in, Basic Members will see standard pricing, while Silver and Gold Members will see their discounted prices reflected in the product listings.
Q: Can I mix and match scents to qualify for bulk pricing?
A: Yes, you can mix and match scents. However, each case contains the same scent unless specifically listed as Assorted. The Assorted cases will be clearly marked on the product listing.
Q: How can I check if I'm receiving the discounts?
A: The discounted prices for Silver and Gold Members are automatically displayed once you're logged in. Basic Members will see the standard pricing without any discounts.
Q: Can I combine bulk pricing with other offers or promotions?
A: Bulk pricing and membership discounts cannot be combined with other offers or promotions unless explicitly stated. Please contact our Sales Representative or Account Representative for clarification on specific cases.
If you have any further questions or need assistance, please contact your Sales Representative or Account Representative. We're here to help!
PAYMENT METHODS
Paying By Credit Card
For order of less than $2000 USD, ImportCrateWholesale.com accepts Visa, Mastercard, American Express and Discover for purchases worldwide. We offer Secure Sockets Layer (SSL) encryption for protection of your private information.
Paying via Bank Transfer
For orders over $2000 USD, ImportCrateWholesale.com accepts payment via Bank/Wire Transfer only. Bank Transfer information is provided at the check-out page before completion of the sale. Please allow an additional three to five (3 - 5) business days for verification of fund transfer.
Paying by Zelle
ImportCrateWholesale.com also accepts payments by Zelle. Please contact your Account Representative with your Zelle account information so we can send you a payment request.
Paying by Paypal
ImportCrateWholesale.com also accepts payments by Paypal. Payments using Paypal is limited to a maximum amount of $1,500.
For more details, please contact your Sales Representative.
SHIPPING GUIDE
SHIPPING & DELIVERY
ImportCrateWholesale.com ships only to continental U.S. destinations via FedEx or UPS.
Local Orders Under $500:
For local customers with orders under $500, we recommend purchasing from our mall locations in the DFW area to avoid shipping costs and ensure quicker access to products.
Orders are typically shipped within two to three (2 – 3) business days from the time we received your order, and after payment has been verified. Orders with a quantity of one pallet or more are typically shipped within three to five (3 - 5) business days.
Delivery Days:
Most ground-shipped packages are delivered within 5 to 10 business days from the day they are shipped.
Shipping Rates:
Shipping rates are based on the weight of the total order. Most of our prices are inclusive of shipping charges. For items that are exclusive of shipping charges, the total shipping charge will be displayed on the last page of the order form, before you submit your order.
Shipping Delays:
On occasion there may be unforeseen delays in shipping your order; we will notify you via phone or email.
Standard Shipping
Standard Shipping is shipped based on the quantity that you're are ordering.
• 3 to 5 business days
• Items may be shipped by a variety of carriers
• Orders are shipped only to a physical location
• Deliveries to Alaska, Hawaii, and P.O. boxes may take longer
• Signature upon delivery required for shipments over $100
Free Shipping
Free shipping applies only to standard ground shipping within the forty-eight (48) contiguous United States.
Alaska/Hawaii
Orders shipped to Alaska and Hawaii are charged additional shipping fees.
International Orders
Taxes, duties, brokerage fees, and expenses related to importation and compliance with local import country laws are exclusively the responsibilities of the recipient.
Redelivery Fees
If the shipping address entered in the order is an invalid address and a change of address is requested by the customer after the shipment has been made, a fee of $15 per package is charged to the customer. This is a fee that our shipper FedEx charges us for a change of address.
ORDER TRACKING
ORDERING
To place an order, simply log in to your account on our website. Once you are logged in, you may purchase online at discounted prices. You may also email us an official Purchase Order with your company letterhead. Please include full information including contact name, phone numbers, and shipping/billing addresses.
Please allow 3 to 5 business days lead time for processing your order. Transit time to any U.S. destination is normally 5 to 10 business days depending on the destination but may take longer. If you are an international customer and you have a container that is scheduled to depart at a certain date, we recommend that you submit your order at least 20 business days in advance.
Secure Online Ordering
Our website uses SSL or "Secure Sockets Layer", an industry standard security protocol. When you go in our Order form page, you will automatically connect to a secure server. Any data you send or receive is then "encrypted", i.e. changed into a code that is extremely difficult to decipher. Through the secure server (notice the HTTPS address in the URL instead of the regular HTTP), you can fill our Order Form in total confidentiality.
Sales Tax
A valid Sales Tax ID is required on all purchases.
Phone Ordering
Wholesale customers with an existing account and credit card on-file, may place orders by phone by calling your Sales Representative directly.
RETURNS & EXCHANGES
ImportCrateWholesale.com accepts exchanges only (no returns) on merchandise within 10 days from delivery. However, ImportCrateWholesale.com reserves the right to authorize any product exchanges. If any product is accepted for exchange, an RMA number will be issued and a credit will be issued toward FUTURE PURCHASES ONLY. Original shipping charges are not refunded on returned items and additional items for which we pay the shipping will be only refunded less our original shipping costs. There is a restocking fee of 15% for all returns or exchanges.
Customers are responsible for all shipping charges on the return of the items. ImportCrateWholesale.com reserves the right to determine which party will be responsible for the shipping charges on the replacement or exchange item(s).
For returns and exchanges, please make sure to e-mail us for a Return Merchandise Authorization (RMA) number. Returns will not be accepted without an RMA number.
Shipping Delays
We are not responsible for delays in shipments. Products that are refused or returned because of late arrival are subject to the 35% restocking charge. It is the customer's responsibility to check the shipping schedules and determine the approximate delivery time to the destination, allowing 2 business days to process orders. Weekends and holidays do not count as shipping or order processing days.
Refusing a Shipment
If we receive a shipment back that has been refused you will be charged shipping in both directions (to and from you) as well as a processing fee of 15% (fifteen percent) or $5 minimum, whichever is more. No credit will be issued except against an exchange for different or other merchandise.
Non-Returnable Items
On orders over $100, no returns are allowed. No refunds on International orders. We are not responsible for lost international shipments.
Damaged Merchandise
In the case of any damages or incorrect shipments, you must return it in the original box with the packaging slip, freight prepaid and insured, within 10 days after receipt of your order for a prompt free replacement shipment. Returned items must be in new, unused condition to be eligible for exchange or credit.
If a package has been damaged in shipping and it is apparent when the package arrives at your door, please REFUSE the delivery. If you have already accepted a package, and then discover that it has been damaged, contact us immediately. Be sure to save all paperwork and packing material with the damaged goods. The carrier may wish to inspect it before processing the claim. Please do not return damaged-in-shipment merchandise yourself. The additional packaging will jeopardize your claim and keep you from receiving credit for the return.
Returns sent COD will not be accepted.
Order Cancellation
If we receive a cancellation request after your order has been accepted into our order processing system we will charge you additional paperwork processing fees of 7% (seven percent) or $15 minimum, whichever is greater. Cancellations made within 72 hours prior to the scheduled shipment day will not be accepted. If approved a cancellation verification number will be issued for all cancellations. Cancellations are not valid without the cancellation verification number. A separate cancellation number must be obtained for each cancelled order and your processing fee invoices sent to you.
Backorder Merchandise
In the event that some or the entire inventory required to fulfill the order are out of stock, a backorder will automatically be generated for the items not shipped on the order. Website stock status is only a guide to likely availability as no items are guaranteed to be available at all times and all merchandise on hand is subject to prior sale. Backorders are held open until the item is shipped unless the item is sold out or discontinued. If an order can be completed or if items needed for an order are in stock in another warehouse we hold the order until the items are gathered together in one place to create the most complete shipment possible. If you add items to an order that are known to be on back order as is stated on the website, these items will be treated as additional shipments for that order and actual shipping charges will apply to each additional shipment.
Lost Shipments
Once you receive your tracking number, Import Crate is no longer responsible for the package. You must contact USPS or FedEx with any questions or concerns. If your package returns to us due to incorrect address, you will be charged an additional shipping fee for redelivery. You will be contacted immediately if your order gets return to our office.
If you entered the wrong shipping address and you contact us BEFORE your order ships out with your correct address, we will update it for you for no additional fee.
Return shipping address:
Higante Works, Ltd. Co.
Attn: Import Crate Returns Department
RMA NUMBER:
7801 Alma Dr. #105 – 308
Plano, TX 75025
Be sure to include your name, address, and daytime phone number.
ImportCrateWholesale.com shall incur no liability for any loss of income or other damage on account of any defect in any merchandise purchased herein other than to replace such merchandise.
ALL SHIPPING AND HANDLING CHARGES ARE NOT REFUNDABLE.
Not a Business?
If you're looking to purchase our products for personal use, visit our retail store at ImportCrate.com for the same high-quality products, no wholesale account required.