Customer Service
Ordering (Local Area): Orders for local delivery on our truck must be received no later than 2:00pm two days prior to delivery. All orders are subject to inventory on hand. Please check and find out what day is your scheduled delivery date. The production office and warehouse are open Monday through Friday, 8:30am to 5:30pm EST.
Delivery (Local Area): Whenever possible, products and equipment will be delivered on our truck at $1.00 fuel surcharge for Sarasota and $2.00 fuel surcharge outside of Sarasota. Minimum requirement for a delivery out of our local area is $200.00. Latitude 23.5 cannot make deliveries to residential addresses utilizing our trucks. Delivery options are: FedEx for small orders or R+L Carrier for large orders of 125lbs or more.
Back-Orders: We will carry sufficient inventory to cover most orders. However, if an item is out of stock, it will be indicated as backordered on the customer invoice. The customer must re-order the item if needed for delivery on our next scheduled truck. If a backordered item is needed before the next scheduled truck delivery, the customer has the option to request shipment via FedEx or R+L Carrier upon receipt of the item at our warehouse. Shipping charges will be at the customer's expense.
Special Orders: Some items listed or advertised are stocked on a special order basis. Please notify your sales representative if you are interested in a new item to allow us to adjust our inventory levels to handle your needs.
Shipping (Out of Area): Orders placed by 12noon are processed and shipped the same day. Small orders are shipped out daily via FedEx. In stock items are shipped within 24hours of receipt of the order. Pallet orders require 48hours.
Returns: We, at Latitude 23.5 Coffee and Tea work hard to provide you with the product you want, when you want it and in salable condition. If you ever experience a problem with shipment, the following is our process for returns.
Terms of Sale: We guarantee our products to be salable at the time of shipment from our controlled warehouse and roasting plant. Upon acceptance of our products at the buyer’s facility we are released of any liability caused by poor sanitation practices, mishandling, or improper stock rotation. Please contact your customer service representative at 1-877-260-9212 to obtain authorization. The buyer will be responsible for all freight charges incurred, handling, storage and detention charges.
Returns of Damaged Goods: Please refuse delivery of damaged merchandise and have it returned to Latitude. If the damage is not visible until the merchandise is unpacked then you can choose to: Return the product at Latitude’s expense. OR Contact customer service at 1-877-260-9212. Our normal customer service process is to request that you provide photographs of the damaged goods so that we can determine how and why the damage occurred and prevent it from happening in the future. Please be sure to report all damage within 5 business days of receiving the product.
Returns for Quality: Latitude 23.5 Coffee and Tea strives to provide you with the highest quality product at all times. Should you experience a quality issue, please contact your customer service representative at 1-877-260-9212 so that we may arrange for you to return the product and provide you with a replacement shipment quickly. Please return the merchandise at the expense of Latitude with the batch number so that we can deal with the issue effectively.
Returns of Seasonal Merchandise: Our corporate policy is that we do not accept returns on seasonal items.
Returns of Short Coded Product: Latitude 23.5 Coffee and Tea guarantees all product shipped to you to have a shelf life greater than 3 months. If you receive product with less than a 3 month shelf-life, please return the shipment or contact your customer service representative at 1-877-260-9212 and arrange a return.
Pricing: Latitude 23.5 Coffee and Tea provides promotions and bracket pricing to you. Your sales representative is available to analyze your ordering patterns to ensure that your shipments are consolidated to achieve the best pricing available. Should you believe that your pricing on your confirmation is incorrect, please contact your customer service representative at 1-877-260-9212.
Terms of Sale: Unless otherwise agreed to in writing by Latitude 23.5 Coffee and Tea, terms are NET 15. Checks should be mailed to 8165 27th Street East, Sarasota, Florida 34243; the address located on the invoice header.
Unresolved Issues: Latitude 23.5 Coffee and Tea strives for superior customer service and satisfaction. If the processes above do not resolve your issues please contact your customer service representative at 1-877-260-9212. We will make every effort to reach a fair and appropriate solution to your issue.