Can I resell products on Amazon or other 3rd party marketplaces?
No. Buyers can sell products on their own websites, but are not able to resell products on 3rd party marketplaces such as Amazon and eBay. We monitor 3rd party marketplaces and will block violators from purchasing on SopranoLabs
I’m a consumer. Can I buy on SopranoLabs Wholesale?
No. SopranoLabs Wholesale is only for businesses and organizations (like schools, universities, non-profits, government agencies). Consumers are not able to buy on SopranoLabs Wholesale.
Does SopranoLabs offer drop shipping?
Unfortunately at this time, we do not support drop shipping to retailers. Upon signing up, you will need to provide a valid, physical address to receive the product that you order on our site.
We aren’t open yet. Can I still order?
Unfortunately, SopranoLabsdoes not work with online stores that are not currently live. We look forward to working with you when you’re up and running! For brick & mortar stores, you may place orders before your official opening; however, we may request additional information to verify that you qualify for wholesale pricing. SopranoLabs is a wholesale platform for retail businesses. At this time, we are unable to fulfill orders for distribution, or personal use.
What are SopranoLabs minimums?
Our order minimum specifies the minimum dollar amount ($100 order total) we are willing to sell to a retailer. If you do not reach the $100 order minimum requirement, then you will not be able to submit your wholesale order to us for processing. As you add items to your cart, you will be shown whether you are meeting our minimum order amount and case quantities or not.
How do I sign up?
To sign up as a retailer, please create an account here. Please be prepared to share the additional information: Store Type, Years in Business, Annual Sales, Reseller ID number / Business Registration info. It is important that when you sign-up you provide accurate information. The more information you provide during sign-up the less likely there are to be delays with receiving orders.
Do I need a reseller ID?
In order to purchase wholesale products on SopranoLabs, retailers must have a reseller ID. This may also be referred to as a seller’s permit, resale certificate, or sales tax license.
Do you offer Sales or Discounts?
SopranoLabs Bulk prices are manufacturer direct prices. SopranoLabs Bulk prices are exempt from coupons, sales, free gifts and promotions.
What about Price Changes?
Our suppliers have the right to change ingredients/packaging costs without notice. As we receive a notice of product cost changes, SopranoLabs Bulk product prices may change accordingly.
How does Free Shipping work?
SopranoLabs is pleased to offer free standard shipping on all wholesale orders $200 and up shipping in the 48 contiguous United States. Standard shipping is UPS Ground in the continental US for courier-sized shipments. Shipping costs for the International orders or orders under $200 will vary depending on the weight of the products, where the items are shipping to, and any relevant tariff information (if ordering internationally). Once the package is shipped, these shipping costs will appear on your invoice for the order.
Orders that are refused and returned or have not been claimed at UPS Access Point and returned to sender are subject to a 20% restocking fee as well as the cost to ship the product to the original address and the cost of shipping the order back to our warehouse in Goshen, NY.
Pallet, Drum & Very Large Orders
Pallet, drum and very large orders will ship free per policy outlined above to a commercial loading dock. Commercial deliveries with no loading dock will have a $60 lift gate fee applied to the order. Residential, Farm and Limited Access Commercial Properties will have a $70 surcharge and $60 lift gate fee applied to the order. Each freight order will have a $10 wood pallet fee for each pallet used to ship the order.
All orders have a $5.25 handling fee to cover the cost of boxes, packing material and labor to prepare the shipment.
BY DOING BUSINESS WITH US, YOU ARE AUTHORIZING US TO CHARGE HANDLING FEES TO THE PAYMENT METHOD USED TO PAY FOR THE PRODUCT ORDER.
All Packages are shipped with the signature confirmation. To Authorize Shipment Release please sign in to your UPS MY Choice account – Manage Home Deliveries.
What if my order arrives damaged?
If your order arrives in a damaged box, don’t accept the goods and contact our team at info@sopranolabs.com. All missing or damaged items reports must be submitted within 48 hours of the shipment’s delivery date. A comment is required to move forward with the report. Please leave as detailed a note as possible regarding the situation. This will help our team to quickly get resolutions for you. If damaged, please take photos of each damaged item. All photos will be reviewed by a member of our team to ensure that you are eligible for a refund/replacement.
Request to cancel – For Net 60 payment terms and Payment on Shipment terms, the reported items will be refunded for the amount of the reported items.
Request replacements – we will ship the replacement upon receiving your request.
What are your Lead-Times?
Our average processing times are 1-3 business days. During the fall months our processing times typically extend a day or two. On the rare occasion of storewide and super popular sales, our processing times may extend a bit longer. Due to how orders are printed and factors involving order payment verification, we do not count the day the order is placed as a processing day. Day 1 is the business day after your order is placed.
Your total delivery time is our processing time + shipping time. * UPS does not guarantee any transit times during the three weeks surrounding Christmas. UPS is closed on major holidays and the Friday after Thanksgiving – these days are not included in shipping time.
How do Net 60 terms work?
You can apply for Net 60 Terms here. Net 60 Terms are free when you pay within 60 days. Our business credit program is powered by Fundbox. A completed and approved application is required for net terms. If you are eligible for Net 60 terms, you will not be charged until 60 days after you place an order. Spending limits apply.
We also accept MasterCard, Visa, Discover, American Express, and PayPal. All orders paid by Credit Card and PayPal must be paid in full before we can process the order.
How do Returns work?
From the date your order is placed, you have 60 days to return the product. This allows you time to try out our products and return what doesn’t work for a full refund. Please know that reorders are not eligible for return, however, you will still have access to Net 60 payment terms. We can’t accept returns for any customized products and all returns must be unused and in perfect condition. We can’t accept returns for testers or sample items. Shipping costs to your store are non-refundable. If you are eligible for the return on an order and would like to initiate a return, please contact us and specify the order number with items that you would like to return. Please ensure that each item in your return meets the following criteria: Unopened and unused (samplers cannot be returned); In pristine condition with original packaging; Free of any additional labels or stickers. Please specify your reason for returning the items, and fill out your comments for us. Please note this section is required to move forward with the return. Returns are ineligible the following reasons: The order is a reorder; Your 60-day return window has passed; The items are seasonal items; The items are custom items; The items are testers. In the event that items you’ve marked as returned are missing from the shipment and/or arrive in a condition that prevents us from reselling them, you will be charged for these items once the return has been inspected by our warehouse. If you are on Pay on Shipment terms or have otherwise already paid for the items you are returning, the card that was used to pay will be credited for the amount of items returned. Please allow 5-10 business days for the funds to be returned to your card.
Can I cancel an order?
If you purchased incorrect items, or ordered too much, we can help you with a partial or full cancellation of your order. However, we require that you reach out within 24 hours of placing the order.
Note: Once the order has shipped, we cannot cancel the order as it will already be in transit on its way to your doorstep.
What do I need to provide to cancel an order?
Please contact us using the form below and include the following information: Order number, Names of items to be canceled and quantities of each item, Why you are looking to cancel the order. The more information and context you provide, the easier it will be for us to help cancel the order.
Can I change my address after order shipped?
In most cases, after an order has shipped we are not able to change the shipping address. However, there are a few exceptions:
1. We have not dropped the order off at the carrier. In this case, we have caught the order early enough so that we can give the carrier the correct address.
2. We have just sent out the order and can contact our carrier and have them re-route the order to the correct shipping address. This usually incurs a fee.
Either way, it is imperative that you reach out to us the moment you realize your order is going to the wrong address.
International Orders
Orders coming into the United States from an overseas location could require customs clearance. While we will provide the appropriate documentation on the shipment to encourage clearance, ultimately, the customs agency will inspect the package and decide whether duties or taxes need to be paid based on the order value and impacted product categories. We will make every effort to separate into multiple shipments where necessary. If duties or taxes are owed, you will likely be contacted by the shipping carrier or the customs agency to arrange direct payment. Please feel free to contact us to provide any required information to clear the package.
Can I use product images from SopranoLabs?
Yes! You are authorized to use product photos from SopranoLabs for your website as long as they are for resale purposes only and are only of items you purchased on our platform. If you wish to use our photos on your social media, please contact us for permission. Please also be sure to give photo credit to us in any approved posts.
Who can I contact for support?
If you need to get in touch with us, please give us a call: (929) 274-1343. You can also email us at info@sopranolabs.com. A SopranoLabs team member will be in contact within 24 hours.
