Frequently Asked Questions

Frequently Asked Questions

Please contact us if you have a question that's not answered below.

Please contact us if you have a question that's not answered below.

Frequently Asked Questions

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Please contact us if you have a question that's not answered below.

Accounts & Website Access

If you’ve done business with Kelli’s before, then you already have a web account!  Log in with your customer number or email address to access your account.

You’ll need to fill out an account application in order to become a Kelli’s customer.  We only sell to valid businesses, and you’ll need to supply your resale tax ID at the time you fill out our account application.

We only sell to valid businesses, so our pricing and ordering information are hidden unless you’re logged in.  Once you log in to your account, you’ll be able to view product pricing and place orders.

Kelli’s is a wholesale distributor, so we only sell to valid businesses (never to consumers).  If you’re a consumer who’s interested in our products, please visit our sister company at www.candycorner.com.  Candy Corner offers a wide selection of candy, snacks, and other items to consumers across the United States.

Go to our log in page, then click on the Forgot Your Password?  link.  An email will be sent to you with further instructions on how to reset your password.

Most of your account information can be viewed and modified on your Account Dashboard.  Log in to your account, then go to My Account.  Some account information (like your email address) can only be modified by our Customer Service department.  If you need to change your email address or any other information that you don’t see online, please contact us at [email protected] or 972-759-7000.

Items will stay in your shopping cart for one year!  You can start building your order and come back to it later.

We will send an email to you at every step of the account application process.  You’ll receive an email when your application has been received, and when your application is approved or rejected.  If you still have questions, or if you never received an email from us, please contact us at [email protected] or 972-759-7000.

Since you are buying items to be resold in your physical or virtual store, Kelli's does not charge you (the reseller) any sales tax on your purchases. A tax exempt certificate confirms that you are a valid business and therefore exempt from being charged any sales tax on your Kelli's purchases.

The most common reason that your account was rejected is because we could not verify that you’re an established business.  We may also reject your account if you never submitted a tax exempt certificate.  If you have any questions, or if you feel that your account was rejected in error, please contact us at [email protected] or 972-759-7000.

Processing & Shipping

Orders shipping to a location within the 48 contiguous states:

Orders of $450 or more will ship for free via UPS Ground.  Orders under $450 will be charged the appropriate UPS Ground rate based on the overall weight and size of the order.  Estimated shipping rates are displayed in your shopping cart for orders under $450. 

A fuel surcharge of $0.87 per shipping carton will be applied to orders that receive free shipping. 

SPECIAL OFFER: We've reduced our free shipping threshold to $350!  Orders of $350 or more will ship for free via UPS Ground, for a limited time only.

Orders shipping to Hawaii or Alaska:

Orders of $450 or more will receive a 25% discount off of normal UPS Ground rates.  Orders under $450 will be charged the appropriate UPS Ground rates based on the overall weight and size of the order.

The vast majority of orders ship via UPS Ground.  Exceptionally large or bulky orders may be sent on pallets via LTL.  Expedited shipping methods are available for an additional cost.  If you require expedited shipping, please add a note to your order during checkout and we’ll contact you to provides options and rates.

All of our products ship from our warehouse in Carrollton, Texas – just 20 miles north of Dallas. 

We strive to pick, pack, and ship orders as fast as possible! Orders placed before 3:00 PM CST will ship the next business day. Orders placed after 3:00 PM CST will ship the subsequent business day. Exceptionally large or bulky orders may be subject to delays.

The arrival date of your order depends on where you are located.  Please refer to the UPS Ground map below to find the transit time for your location.

Click map to enlarge

We may be able to ship your order the same day it’s placed, depending on the size of your order and the time it was placed.  Please contact us to inquire about same-day shipping.

Expedited shipping methods are available for an additional cost.  If you require expedited shipping, please add a note to your order during checkout and we’ll contact you to provides options and rates.

When your order is shipped, we’ll email you a packing slip that contains your tracking number(s).  Orders shipped via UPS can be tracked on the UPS website.  You can also view your tracking number(s) on our website.  Log in to your account and go to My Account to view your order history and tracking information.

We can ship to the Caribbean, Guam, and Canada.

The Caribbean & Guam:

Orders are shipped via USPS (United States Postal Service).  Orders of $350 or more will receive a 20% discount off of normal USPS Priority Mail rates.  Orders under $350 will be charged the appropriate USPS Priority Mail rate based on the overall weight and size of the order.

Canada:

To streamline the ordering process, Kelli’s will act as the Non-Resident Importer (NRI) for any orders shipping to Canada.  Review our shipping policy for more information.

Kelli’s does not offer drop shipping at this time.

Local customers can pick up orders at our Carrollton facilities.  Please use the Order Notes field during checkout to request that we hold your order for pick-up. You will not be charged any shipping fees for a will-call order.  Will-call orders will be available to pick up after 12:00 PM CST the next business day after you place your order.

Returns & Backorders

Customers who wish to return merchandise because they are simply not satisfied with the item(s) may do so within 30 days from the date of receipt.  All returned products must be unused and in original manufacturer packaging.  The customer is responsible for the cost of shipping the returned product back to Kelli’s.  Review our complete return policy for more information.

To initiate a return, please contact us at [email protected] or 972-759-7000.  Our friendly Customer Service department is standing by, ready to assist!

Please contact us at [email protected] or 972-759-7000 for more information on how to proceed.

All clearance items are final sale. No returns or credits are accepted on clearance items.

Kelli’s prides itself in keeping sufficient quantities of nearly every item in our catalog. However, due to unpredictable order patterns we may run out of some items from time to time.

If an item is out of stock at the time you place your order, we will reserve the item as a backorder on your account.  When you place your next order, the backorder item will be added and shipped automatically (assuming the inventory has been replenished in our warehouse).

Review our complete backorder policy for more information.

In most cases, your Account Executive or our Customer Service department will reach out to you when your backordered merchandise is in stock again.  Alternatively, you can check our website to view the most updated inventory status for an item.

Yes, you can opt out of our backorder program at any time.  If you are a new customer, you can choose to opt out when you fill out your account application.  If you’re an existing customer, please contact us to opt out of our backorder program.

Placing Orders

Kelli’s order minimum is just $100 (excluding any shipping or handling charges).  Each item also has a minimum pack size.  For example, some items (like display boxes or candy tubs) are sold individually, while other items (like balloons or bagged snacks) are sold in a specific pack size (i.e. increments of 2, 6, 12, etc.).

As a Kelli’s customer, how you place your orders is 100% up to you.  Place your order by web, phone, email, fax, or even snail mail!  Most of our customers opt to place orders on our easy-to-use website – available 24 hours a day, 7 days a week.

Prefer to browse items the old-fashioned way? No problem! Approved accounts can utilize our physical catalog to place orders. To request a catalog, please contact us at [email protected] or call us at 972-759-7000. Our friendly customer service team is always standing by, ready to assist.

We can accept certain changes to your order after it’s been placed, assuming your order has not already been processed and shipped.  Please contact us ASAP if you need to cancel or edit your order.

If you see a Checkout Disabled message in your shopping cart, please read the message carefully for more information.  Most commonly, you are seeing that message because your shopping cart contains one or more unavailable items.

Typically, if you see that an item is “no longer available,” the item has been discontinued and we no longer have any stock available to sell.  Items are discontinued for a variety of reasons, including but not limited to the following:

  • The vendor stopped producing the item.
  • The item did not perform well for our customers.
  • We carry other similar items and there was a need to narrow down our product selection.

It may be possible that a “no longer available” item was a popular item in your store and you need to find a replacement.  In that situation, please refer to the Similar Items slider located below the product details on our website.  The Similar Items slider features related products that typically make good replacements for the item in question.

Approved accounts can utilize our physical catalog to place orders. To request a catalog, please contact us at [email protected] or call us at 972-759-7000. Our friendly customer service team is always standing by, ready to assist.

We typically distribute 3 catalogs per year: a full-line catalog in January, a seasonal supplement in May (featuring Halloween and Christmas items), and a seasonal supplement in September (featuring Valentine’s Day, St. Patrick’s Day, and Easter items).

Payments and Invoices

We accept American Express, Discover, Mastercard, Visa, P-cards, and debit cards.  Net 30 terms are also available for customers with approved credit.

To apply for net terms, please fill out a credit application.  Four trade references are required.

When your order is shipped, we’ll email you a PDF invoice for your records.  To request an invoice for a past order, please contact us.

Your credit card will not charged until your order is shipped.  At the time you place your order, we’ll perform a $0 authorization on your card to make sure it’s valid.  The final order total will only be charged to your card once the order is ready to be shipped.

A fuel surcharge of $0.87 per shipping carton will be applied to orders that receive free shipping.  This surcharge allows us to keep our free freight minimum at $450, despite the fact that UPS continues to increase their rates every year.

A 3% convenience fee is assessed on all American Express, Discover, Mastercard, and Visa credit card transactions.  To avoid this fee, we suggest applying for net 30 terms by filling out our credit application.

Product Information

Kelli’s is partnered with 500+ vendors!  We make it easy for you to shop a wide variety of brands and products under one roof.  We also produce our own line of exclusive items that you can’t find anywhere else. 

View the item on our website to see the most updated inventory status.  An inventory status is clearly listed for each item.  Here’s a breakdown of our most common inventory statuses:

  • In stock: the item is in stock at our Carrollton, TX warehouse and ready to ship.
  • Backordered: the item is currently out of stock, but will be returning soon.
  • Low stock – order soon! The item is in stock, but our inventory is running low. Order ASAP before the item is sold out!
  • Currently unavailable: the item is temporarily unavailable. Common scenarios include:
    • The inventory we received is defective or incorrect
    • The vendor or manufacturer will be out of stock for a long period of time (typically 3 months or longer)
      • No longer available: the item is discontinued and we no longer have any inventory available. Most of these items will never be replenished – they’re gone for good!

      While most of the items we distribute have UPC codes, we do not guarantee that all items will have one. UPC code information is available online, within the product details for a particular item. We will not be held liable for misprinted UPC codes or codes that cannot be read by optical equipment.

      UPC codes are always listed on our website, on the product details page.

      We can provide item lists to established customers (customers who are in good standing and have purchased from Kelli’s before).  To request an item list, please contact us.