FREQUENTLY ASKED QUESTIONS
General
Questions
Q:
When can I call to place an order or ask a question?
A:
Our office is open from 8 a.m. to 4 p.m Eastern Time Monday through Friday. Outside of these hours, we are not available
by phone, but you can contact us via email and we will get your request the
next business day.
Q: Do
you have a storefront or retail location?
A: No. We are a production and distribution facility
only. If you are interested in buying
our products in person, we can help find a retail location or distributor near
you who carries our products.
Products
& Documentation
Q: Can
I use Apex Flavors, Inc. products to flavor e-cigarettes?
A:
No.
Our products are designed and intended
for use in food and drink for human consumption, not for inhalation, use in
e-cigarettes, vaping devices, or electronic nicotine delivery systems. They have not been tested or deemed safe for use in e-cigarettes, vapes, or any use outside of food and drink. We do not sell or distribute our flavors to
anyone who intends to use them for these purposes. Anyone who uses Apex Flavors, Inc. products
outside of their intended use in food and drink does so at their own risk and without
warranty, either expressed or implied, from Apex Flavors, Inc. or its
suppliers. The user assumes all
liability for loss, injury, damage, or expense resulting from such uses.
Q: There
are several different versions of this flavor.
Which one should I use?
A:
Our products are categorized by use. The
same flavor may have several different formulations, depending on the
application: baking, alcoholic and non-alcoholic beverages, ice cream,
etc. If you need help figuring out which
application a product is formulated for, look at the product number.
No letters after
product number: Baking and general use
TTB: TTB-approved
for use in alcoholic beverages
BEV: Non-alcoholic
beverages
ICR:
Ice cream
PGF:
Propylene glycol free (clean-label)
PGFT:
Propylene glycol free and TTB-approved for use in alcoholic beverages
Q:
What does “TTB approved” mean?
A: The
Alcohol and Tobacco Tax and Trade Bureau (TTB) regulates ingredients for use in
alcoholic beverages and their labeling on ingredients declarations. Any of our products listed under Beverage
Industry -> Craft Brewing/Wine/Spirits, or with an item number ending in the
letters TTB, has been approved for use in alcoholic beverages. Check the product description for more
information about whether a specific flavor requires an artificial ingredient
label declaration.
Q: What does “WONF” stand for?
A: WONF stands for With Other Natural Flavors, and means that the extract contains natural flavors from other sources than the main flavor ingredient. For example, a tangerine flavor may contain additional natural orange flavor to enhance the citrus notes in the finished extract.
Q:
How can I get kosher certificates, specification sheets, Flavor Ingredient Data
Sheets, or Material Safety Data Sheets for your products?
A: You
can get a printable spec sheet, MSDS and nutritional fact sheet by following
the links at the bottom of the product page.
If you need a kosher certificate or FID Sheet, send an email to knunez@apexflavors.com or cpisano@apexflavors.com indicating
the documentation you need, as well as the product name(s) and item number(s). You can also call us at (410) 565-6600. Please note that it may take several days to
receive the requested documentation.
Orders
& Billing
Q: What are your minimum order requirements?
A: We do not have a required minimum order size. You can order as much or as little of our products as you need.
Q:
Are there discounts for ordering in large quantities?
A: Yes.
We
offer wholesale pricing on quarts and
gallons only for manufacturers and distributors. If you are interested in receiving wholesale
prices, please fill out the wholesale form. Wholesale orders can be placed over the
phone. If you request and are approved for Wholesale Price Access, you'll be able to order quarts and gallons online at wholesale prices as well. (New feature as of July 16, 2019)
Q:
Do you have a catalog of wholesale prices?
A: No. Since
the prices of individual products vary so frequently, we do not distribute a
catalog or list of wholesale prices. If
you want to know a particular product’s wholesale price, we will be happy to
give you a quote via phone or email. If you have wholesale price access for your login, you'll be able to see the wholesale prices on the website.
Q:
Do you keep my credit card information on file?
A:
No.
For security reasons, we do not keep any credit card information on file;
please have your credit card information (including expiration date, security
code, and billing zip code) handy when placing an order.
Shipping
Q: How
are your products shipped?
A: Our products ship by FedEx or United
States Postal Service.
Q:
Can my order be shipped to a P.O. box?
A: Yes, orders can be shipped to P.O.
boxes via USPS.
Q:
When will my products arrive?
A: Orders
typically take 3-5 business days to be delivered in the contiguous United
States. Since we are located in Maryland, orders will ship to locations on the East
Coast faster than to West Coast locations. Shipping outside the contiguous United States
will typically take a few extra days for Alaska, Hawaii, Canada, and
Mexico. Europe and other international
destinations may take up to two weeks.
Q: Can
my products be shipped overnight or with expedited shipping?
A: No.
Because they are flammable, most of our products are subject to hazardous
materials shipping restrictions and cannot be shipped by air.
Q: Why
did I get two different tracking numbers for the same order?
A: Your
order contained items that were back-ordered or not currently in stock. The first tracking number is for the items
that we had in stock; the second tracking number is for a shipment containing
your back-ordered items.
Q: One
or more of my items is back-ordered.
When will I receive my products?
A: Back-ordered items are the first to be filled when we get a new shipment, so your items will be sent as soon as we restock the materials to fill your order. You will get a tracking email referencing the original order number (see question above).
If you have a question that is not addressed above, please Contact Us.