Coke Catalog Returns and Credit Policy

Non-Returnable Items
Please note: Designated items sold on cokecatalog.com are not returnable or eligible for credit. 

Confirmed orders for non-returnable items are final. Upon checkout and acceptance of Coke Catalog terms and conditions, the shopper accepts full financial responsibility for purchase of all non-returnable items. Non-returnable items may consist of but are not limited to: items flagged with order deadlines, items that are part of a produce-to-order program, NRS items ordered for specific customers, items purchased and force-shipped to market, and sustaining items that are specifically indicated as “non-returnable.”

The return of non-returnable items shipped or delivered in error will be coordinated by Coke Catalog Customer Service.

If a non-returnable item is lost in transit or arrives damaged, a credit will be issued when the freight carrier has paid the claim. Damage should be noted on the bill of lading and damaged items must be held for 90 days to allow the freight carrier to inspect materials relative to the damage claim. Credit will not be issued for items if the shipper has provided proof of delivery, and the shopper is responsible for payment. 

Returnable Items

The only items approved for returns and/or credit are sustaining point-of-sale items that are not-flagged as “non-returnable.” Credit will be issued if the following instructions are followed and the item is returned promptly and deemed in re-saleable condition, The shopper is responsible for any damage to material by the carrier upon return to Coke Catalog or designated supplier.


Return Instructions
Please note: To insure credit for returned goods, these instructions must be followed.


If you are a CCNA Associate, please contact Coke Catalog Customer Service at 800-831-8380 or cokecatalog@coca-cola.com to initiate your merchandise return. If you are a bottler, supplier or distributor, please call Coke Catalog Customer Service at 800-533-8434 or cokecatalog@ritway.com. Customer Service must be contacted within seven days of the initial order placement or the order date (i.e. the date the order was submitted on cokecatalog.com).

Credit will be issued to your account only if the merchandise is still an active item (sold on Coke Catalog), materials are labeled with correct Coke Catalog item number, returned damage-free, unused, in saleable condition, and in original standard pack multiples. Returns will not be accepted, or credit issued, for products with an expiration date (Powerade Drink Mix), if the expiration date on the returned items does not correspond with expiration date of the product shipped on the most recent order. To credit your account, Coke Catalog customer service must be able to identify the returned merchandise to the original sales order.

The customer is responsible for all canceled orders. Coke Catalog or the original suppliers will attempt to cancel orders upon request. However, cancellation is subject to supplier policies and order status in the warehouse and is not guaranteed.

Pending successful screening, Customer Service will issue a Return Merchandise Authorization (RMA) in the form of a return confirmation or inquiry ticket number. After receiving a RMA, you will receive a Return Authorization form with return instructions.

Items slated for return must ship to the address designated on the RMA within 14 days of receipt of the authorization. The shipping address provided on the RMA will route the return to the original shipping location. The RMA number should be referenced on all returned packages to ensure proper credit.

If the reason for return is other than an issue caused by Coke Catalog, The Coca-Cola Company (TCCC), Ritway, Inc., or the original supplier, the customer is responsible for arranging the return of the merchandise. If the return is required due to a situation caused by TCCC, Ritway, Inc. or the original supplier, the shopper is not responsible for return freight.

When packaging materials for return, a copy of the RMA Form must be included to ensure credit will be issued. The shopper is responsible for damages to materials in transit unless return resulted from issue caused by Coke Catalog, The Coca-Cola Company, Ritway, Inc., the producing or fulfilling supplier. Keep a copy of all paperwork and return package tracking numbers in the event of carrier loss.

A 15% restocking fee will be assessed to all return items, unless the error was caused by Coke Catalog or the producing supplier. Freight costs associated with return items are the responsibility of the shopper unless the incorrect item was shipped or was defective.

Authorized returns must be received within 14 days of authorization. If Coke Catalog, TCCC or Ritway, Inc. cannot confirm receipt of the item within 14 days, credit cannot be issued.

 Drop Ship Orders
Merchandise shipped directly from the supplier to the shopper as a result of placing an order on Coke Catalog is called a “drop ship” order. Upon contacting the Coke Catalog Customer Service, it will be determined if the request for an RMA meets the terms and condition of the supplier, which in some cases may differ from those of Coke Catalog, TCCC and Ritway, Inc. If the supplier’s terms and condition are met, the customer will be issued an RMA and provided shipping instructions to return the merchandise.
Lost and Incomplete Shipments

Contact Customer Service within ten days of delivery or the In Plant (week of) Date to request tracking information for shipments that have not arrived or not received in full. If a shipment was received short, the missing items must be noted on the shipper’s bill of lading to receive credit.

Coke Catalog’s logistical partners will be notified, and every attempt will be made to locate missing materials. When a shipment (or item) is deemed lost, a claim will be filed on your behalf. Shipments are not considered "lost" and a credit will not be issued if the shipper can provide proof of delivery. 


Damaged Items


All damage should be noted on the carrier’s bill-of-lading. Photographs that provide a reference to the scope of the damage (number of pallets, items, etc.) as well as images that provide a reference to the damaged items are required by Customer Service. Upon receipt of this information, a freight claim will be filed. Items should be held for 90 days for inspection by the carrier relevant to the claim. If you are asked to return damaged items, Coke Catalog is responsible for return freight.


Other Information


If a shipment was incorrectly delivered to the wrong address, please contact the Coke Catalog Customer Service for special handing.

If dealing with damaged goods or hazardous materials, please contact Customer Service.


Questions


If you have questions concerning your return, please call 800-831-8380 or email cokecatalog@coca-cola.com. If you are a bottler, supplier or distributor, please call 800-533-8434 or email cokecatalog@ritway.com.