Terms and Conditions – General Help

Terms and Conditions

General Help

Minimum Order

We have a very easy minimum of just two cases per order, which may be comprised of any two items.

Guarantee

We believe in everything that we sell and guarantee a great taste and experience. If your customers are not 100% satisfied with their purchase, they may contact us via our website for a replacement or refund. Our contact information is on every package.

Claims

A copy of the invoice along with photos of the damaged merchandise is necessary for all claims. Purchaser must make all claims for shipping damage to the carrier. Non-shipping claims should be made to orders@brandcastle.com.

Return Policy

Because we manufacture food products, we are limited in the types of returns we can accept. If we shipped you the wrong product, we will pay for return shipping. For any other reason, you will be responsible for return shipping. If you have a return, you need to obtain an RMA number from us. Please email us at orders@brandcastle.com or call us at 216-292-7700. Merchandise needs to be sent back to us within 10 days in its original condition. Indicate whether you would prefer credit on a new order or a refund. Sorry, but refunds as a result of shipping damage must be made to the carrier.

Shipping

We ship via UPS Ground, unless instructed otherwise, from Bedford Heights, Ohio. Overnight, 2nd and 3rd day shipping is available with additional fees. We can also accommodate the use of other preferred carriers if notified at the time of order placement. Our goal is to turn orders around in 48 hrs. If you need faster turnaround, please indicate that in the notes section of your order.

Shipping Seasonal Purchases

Brand Castle specializes in seasonal specialty food. We accept orders for all of our products year-round. Non-seasonal product ships immediately. If your order contains seasonally themed items, those will be split from the original order and shipped according to the seasonal ship date timeline below. If your order contains items from various seasons, shipping and product will be charged for each order as it leaves our facility.

Seasonal first ship dates are on or about:

  • Halloween & Harvest Start Ship Date: July 1
  • Christmas & Hanukkah Start Ship Date: August 15
  • Valentines Start Ship Date: December 1
  • Easter & Spring Start Ship Date: February 1

You may request a later ship date by specifying your own date on the prompt when placing your order.

We routinely sell out of seasonal merchandise so we recommend that you place your orders early!

Shipping and Handling Charges

We add zero handling charge to your order. Shipping rates are at UPS published shipping rates and are subject to change at UPS’ discretion. If you prefer to use your own shipping account, you may enter your account information as you check out.

Canceling an Order

We process orders quickly and cannot guarantee cancellation. Please give us a call at 216-292-7700 and we will do our best to accommodate your request if your order hasn’t already shipped.

Payment Terms

All orders are prepaid. Visa, MasterCard, American Express and Discover are accepted. Credit Cards are charged the day the merchandise is shipped.

Shelf Life

For maximum shelf life, store products in a cool, dark, dry place. Our dry baking mixes have a guaranteed minimum shelf life of six months. Our drink mixes have a guaranteed minimum shelf life of nine months. Our sprinkles have a guaranteed minimum shelf life of twelve months. These shelf life minimums are conservative.

How to Read Our Date Code

Our kits and mixes have been labeled with a Best By Date Code. These are generally straightforward and will include the DDMMMYY as the first 7 characters. The remaining letters and numbers allow us to trace the facility where produced as well as the day of production.

For our décor and various other products, you will see a Julian Date Code indicating the date of production. These are formatted as YDDDFF, indicating the year of production (5 for 2015, 6 for 2016, etc.) and the day of the year an item was produced (001 = Jan 1, 002 = Jan 3, etc.). FF simply indicates a facility designation and may include one or two characters.

Price Changes

In most cases, prices will not change until the next season, however any pricing listed on our catalog and website is subject to change without notice. We are not responsible for misprints or errors on this website. Any pricing inaccuracies are subject to correction.

Tasting Samples

Our Aspen Mulling Spices cider mix has a rich history of being served in stores by retailers to encourage tasting and purchasing of the product. Because of this, we offer free tasting sample kits with purchase of our Aspen Mulling Spices Original Cider Mix (one kit per 36pcs of product ordered). Tasting sample kits include two packets of mix (3oz each) that make a ½ gallon. If you would like a tasting sample, please indicate this request in the notes section as you check out your order.

Tasting samples are not offered for any other product or Aspen Mulling Spice flavor.

Marketing Materials

We encourage you to advertise our products in your own fliers, social media, and e-marketing efforts. Please email us at orders@brandcastle.com with your requests and we will do our best to help you out.

Setting Up an Account and Profile

Setting up an account is free and easy. From the Brand Castle homepage, click on Wholesale and fill out the new account request. Your request will be reviewed within a few business days. When approved, you will receive an email notifying you that your username/password has been activated.

Lost My Username/Password

Your username and/or password can be sent to you at the email address you used for account registration. Click here.

Can’t Access My Original Email: If you are unable to retrieve messages from the email you used when you registered and you don’t have either your username or password, you will need to contact Brand Castle at 216-292-7700. We will manually reset your account.

Need to Change My Account Profile

Your username, password, email and address can be changed by visiting your account page.

Not Receiving Email Notices

You will receive email notices with your order confirmation and order status. If you are not receiving these notices, you likely have an email filter that is mistaking our messages as spam. Review your e-mail preferences and configure your inbox to allow all emails from brandcastle.biz. If you do not know how to adjust your filters, seek help from your network administrator or Internet service provider. If there is no filter blocking the emails, please review your account profile to confirm we have the correct email address on file.

Contact Us

You may contact Brand Castle, LLC at:

5111 Richmond Rd.
Bedford Heights, OH 44146 USA

Email: orders@brandcastle.com
Phone: 216-292-7700 Ext. 221
Fax: 216-292-7701