Frequently Asked Questions
Can I Talk to a Live Person at the Factory?:
You bet! You can speak to any of us. In fact one of our greatest compliments is how often we’re told, “Thanks for answering the phone. Other manufacturers wouldn’t call us back.”
We love to talk to our customers to answer questions and offer advice, suggest best sellers, highlight new products and scents, propose the latest marketing savvy and sales' strategies, and offer some serious, general encouragement. After all, we're your biggest cheerleaders!
Hours of Operation - Manufacturing / Shipping:
Office - Hours of Operation: Customer Service is available by phone Monday through Friday from 8:00 a.m. to 4:00 p.m., EST. You may reach us at 478.475.0039 or, through email, at email@example.com.
Production & Distribution Center – Hours of Operation: Our production and distribution center manufactures, fills, packs, and prepares shipments from 8:00 a.m. to 4:30 p.m.
(FEDEX) Due to the amount of shipments we make (and the savings we can pass onto you), we have selected Fed Ex as our small to medium delivery carrier. FedEx typically arrives in the afternoon with their last pickup time at approximately 3:30 p.m EST. While you may receive an email that your order has shipped, the trucks carrying your box(es) may not arrive to the main FedEx terminal (Macon, GA) until after 6:00 p.m. For this reason, we suggest you access your FedEx tracking number after 8:00 p.m. EST. For orders containing more than one box, FedEx occasionally splits shipments between trucks, so it is possible to receive your shipments from more than one delivery.
(USPS) For individual, blindship box savings, we have selected the United States Post Office as our carrier of choice. Be advised USPS may take up to 24 hours to show live tracking on their website.
PALLET / LTL / DHL / OTHER For express pallet (and larger) shipments we get the best bid / contracts for you. This type of shipment can save you a lot of costs off of your bottom line. Receiving port must be able to accommodate pallet receipt(s).
Orders & Payment Information:
Because everything we do is custom, all first-time orders (samples and standard) must be placed by phone and email (all final orders must be put in writing). The phone call assures us, both, that everything is exactly the way you envision it.
After you have placed your first order, reorders can and should be made via email. To make this process easier, speak to your Account Executive about having your own personalized order sheet (no charge).
Placing orders for samples: All of our products, scents, and flavors may be sampled. The majority of our samples come in containers ranging from .5 oz to 2 oz (although full-sized samples may be purchased). Most product samples average $3.50 per container and are not for resale. High-end products (certain pain relief, cosmedical, and beauty products are priced per item). Call 478.475.0039 for details.
Samples, just like standard orders, are made to order. Please allow 2-6 weeks for them to ship from the factory.
Placing standard product orders: All orders must be submitted via email (including sample orders). We encourage you to call and walk through each of your orders with your Account Executive. If you order the same thing, repeatedly, an email order will do nicely. Be sure to ask your Account Executive for your free order spreadsheet to make ordering simple, fast, and fun.
First time orders (depending on quantity, customization. and season) can take 4-8 weeks for delivery. Reorders generally take 2-6 weeks. If you wish for quicker turnaround times, please ask your Account Executive about our Fresh Shelving Rotation Program.
Orders must be paid at order placement. We accept Visa, MasterCard, Discover, American Express, Quickbooks, Bank Transfers (Wires), Money Orders, and Company Checks. Money Orders and Company Checks may be mailed to:
Accounts Payable & Receivable
Private Label Products
117 Industrial Blvd.
Gray, GA 31032
There will be a 3% processing fee on credit cards. Bank transfers only accrue a 1% fee. Orders begin processing once payment is received (for checks, allow time for them to clear).
Taxes For Online Purchases:
Private Label Products collects sales' tax, where applicable, as based on The US Supreme Court ruling concerning such tax. To avoid paying sales tax on materials you buy from us and resell, you must have a tax certificate on file with us.
Receiving Your Order:
Order Processing Times: We strive to process all orders as quickly as possible. Approximate processing times are displayed; in business days, and can be found in the banner at the top of the website. Business Day 1 is the business day after your order is paid. Processing times will vary depending on current order volume and season.
If you are in need of faster processing, please call John Cox at 478.475.0039 to learn about our Fresh Shelving Rotation Program.
While we try to avoid backorders, they do happen from time to time. We will ship all backorders as products (ingredients / containers) become available and send out a second shipment confirmation.
Company Closure Days:
We are closed on most national holidays.
Our 2023 Holiday Schedule is as follows:
Tuesday, Jan. 2 - New Year's
Monday, May 30th - Memorial Day
Monday, July 4th - Independence Day
Monday, Sept. 5 - Labor Day
Thursday - Friday, Nov. 24th & 25th - Thanksgiving
Monday - December 26th - Christmas
Shipping Transit Times: Once your package leaves our facility the shipping carrier determines the transit times. UPS transit times vary, depending on your location, time of year and extreme weather and are based on business days. They typically take longer to ship during the fall holiday season and nationwide online Black Friday sale days. Transit Times for US Postal Priority Mail can vary and may take longer than expected to deliver.
Pick-Up Policy: Curbside pick-up is available by appointment: 1.478.475.0039
Order Changes & Damages:
Order Changes & Cancellations: We understand that life can change quickly. Each situation is unique. We're here to help.