Frequently Asked Questions





ACCOUNT

My password doesn’t work and I can’t log in. What do I do?

I tried to reset my password and it says my account doesn't exist. What happened to my account?

Can I change my password?

How may I request an email change on my account?

Do I have to create an account to purchase?

Can I view my order history?

Can I have multiple shipping or billing addresses?

What is a "favorites list" for?

Why won't my account stay logged in?


How do I log in on my phone?



PRODUCTS

What kind of products does LollicupStore carry?

What is the shelf-life for LollicupStore products?

How do I maintain the sealing machines?

How do I maintain the espresso machines?

How do I maintain the blenders?

Does LollicupStore offer warranties on equipment?

My sealing machine is broken, can lollicupstore.com help me repair?

Will I receive recipes along with my order?

How do I store my purchased products?



PRICING

Where can I get a LollicupStore coupon code?

What is the “As Low As” price?

Does LollicupStore offer wholesale pricing?

What are the requirements for LollicupStore's Price-Match Program?




ORDERING

I’m trying to place an online order, but my shopping cart always remains empty. What do I do?

Why am I being charged taxes?

Can I add an item to an order that has not shipped yet?

How do I know if an item is backordered?

Why did I recieve an email saying my order canceled?




SHIPPING

Does LollicupStore offer free shipping?

What shipping methods are available?

Can I pick up my order?

Do you offer expedited shipping?

Why won't it accept my address?

I received a damaged product or I didn't recieve my products. What do I do?




OTHER

What is the LollicupStore Rewards Program?

What is the return policy?

Does LollicupStore have a printed catalogue to mail me?





ACCOUNT

My password doesn’t work and I can’t log in. What do I do?

Please click “Forgot Your Password” on the log-in page. Enter your registered email address and click the submit button. We will email you with a URL that will allow you to reset your password. If you are a registered member, you should receive this email within a few minutes. Please click on the link and click “Reset a Password” to create your new password. Contact our customer service representatives if you do not see the invitation email from us.

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I tried to reset my password and it says my account doesn't exist. What happened to my account?

When we switched to the new website, we were not able to move your customer login information over for security reasons. Fear not, we still have all of your account information. Simply create a new login with the same email address as your old account and we will merge the accounts for you. Once we do this you should be able to see your entire order history from any past orders. If you need your account merged immediately, please contact us at support@lollicupstore.com and we'd be happy to assist you.

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Can I change my password?

Please Log into your account and click “Your Account” on the top right navigation. Then go to “Settings” and “Update your password.” From there you will be able to change your password. Please keep your password confidential. Lollicupstore.com does not save or record customer’s login credentials.

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How may I request an email change on my account?

Please email your original email, new and alternate email, last order number, and billing address (for verification purposes) to support@lollicupstore.com. We may contact you for further verifications. Please note: You will need to change your password once this is done.

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Do I have to create an account to purchase?

Yes, you will need to create an account in order to purchase. To create an account please click “Login” at the top right of the page and click on “Create an Account”.

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Can I view my order history?

Yes, once you log in to your account dashboard click “Your Account” on the top right navigation. Then go to “Overview,” “Orders,” and “Order History.” From there you will be able to view your order history.

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Can I have multiple shipping or billing addresses?

Yes, you can add new shipping or billing addresses by logging into your account and clicking “Your Account” on the top right of the page. Go to “Settings” and click on “Address Book.” Then click on “Add New Address.” From there you will be able to add new addresses. You can only assign one address as your default billing address and default shipping address. You can change this setting by clicking “Edit Address” and checking either "Make this my default billing address" or "Make this my default shipping address." After you have selected a default shipping or billing address, you will see a star marked to indicate your defaulted addresses. You may also add a new address at any time during checkout and save it for future use.

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What is a "Favorites List" for?

A favorites list allows you to save products that you would like to come back to. This allows you to find something you are interested in later on. When you are ready to purchase the product, click the product you want and “add to cart.” You can have multiple favorites lists to organize your favorite products.

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Why won't my account stay logged in?

For security purposes, your account will log you out periodically and require you log in each time you go to checkout. If you cannot complete your checkout because your account keeps logging out, please try a different browser. If you are still having issues, please contact customer support via live chat or 800-857-1988.

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How do I log in on my phone?

If you are viewing the mobile version of our website, open the menu by clicking on button with three horizontal lines next to the cart. If you scroll to the bottom of the menu you will see the options "Login" and "Register." Click "Login" and enter your information to access your account.

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PRODUCTS

What kind of products does LollicupStore carry?

We carry a wide selection of coffee and tea supplies from beverage and frozen yogurt ingredients to machinery. We also carry a variety of foodservice disposables, including cups, containers, utensils, and more. For pricing information on large equipment (refrigerators, slush machines, etc.), please contact us at support@lollicupstore.com or (800) 857-1988.

If there is a certain brand or product you wish to purchase but we don’t carry, please contact us at support@lollicupstore.com. Our customer service team will try our best to assist you in finding similar products or help you place a special order.

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What is the shelf-life for LollicupStore products?

The shelf-life of each product varies as it is determined by the product contents, packaging, and origin. You may find the shelf-life instructions on the product packaging. Generally speaking, the shelf-lives for our products are:

Boba/Tapioca: 6 month

Coffee Beans: 1 year

Tea Leaves: 1 year

Fruit Syrups: 1 year

Beans: 2 years

Coffee Syrup (glass bottles): 3 years

If you are unsure of the shelf-life of your product please contact our customer service team via email at support@lollicupstore.com

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How do I maintain the sealing machines?

To maintain a properly functional sealing machine, daily cleansing is required. Follow the steps below:

  1. Switch to "Manual Operation" by pressing the "Choice" button.
  2. Remove the seal which is above the heating plate.
  3. Place a paper towel to clog the hole in the heating plate.
  4. Fill up the gap in the heating plate with hot water.
  5. Press "Manual Operation" button again.
  6. Press the "Power” button to turn off the machine.
  7. The machine will make a sizzling sound during the self-cleaning process. Allow the machine to clean for 2 minutes.
  8. Press "Power" button again to turn on the machine.
  9. Repeat steps 4 to 8 until the water in the gap of the heating plate is completely clean.
  10. Remove the paper towel and dry the heating plate.
  11. Replace the seal.
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How do I maintain the blenders?

As with any other machinery, blenders should be maintained on a daily basis. In addition, we recommend weekly maintenance.

Daily Cleaning:

  1. Make sure the main power switch is off and the motor is unplugged.
  2. Remove motor base from sound enclosure (stand) or countertop. Remove rubber gasket from rim of the steel base and wash the gasket with a mild detergent.
  3. Wipe the metal top and sides of the blender with a damp cloth. Mild cleaners like Windex may be used.
  4. Gently replace the blender in stand/countertop. The switch can break if an excess of force is applied.


Weekly Cleaning:

  1. Fill blender drive socket with a strong cleaning solution. DO NOT OVERFILL. Let stand for five minutes.
  2. Clean the inside ridges and grooves of drive socket with an ice pick or other hard pointed tool.
  3. Turn the motor upside down to drain material from the drive socket. Use a paper towel or rag to dry the area and replace the motor.


Tip and Precautions:

  • Never use abrasives to clean the blender base, jar, or sound enclosure. This will dull and scratch the surface.
  • Do not use a water jet to clean this equipment.
  • NEVER submerge the unit in water.
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Does LollicupStore offer warranties on equipment?

Most equipment and machinery have a standard manufacturer's warranty. The warranty for a LollicupStore cup sealing machine is 3 months.

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My sealing machine is broken, can LollicupStore.com help me repair it?

Yes, if you purchased your sealing machine from LollicupStore.com it will come with a three 3-month warranty. If your warranty has expired, there will be a repair fee. The repair fee may vary depending on the condition of the parts that need to be fixed in your sealing machine.

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How do I store my purchased products?

Always store products in a cool, dry area. Do not store boba/tapioca in the kitchen area due to humidity. Place coffee beans in an air-tight container and do not leave the beans in an open bag. Coffee syrup pumps should be cleaned thoroughly with water and dried before replacing into the syrup bottle. Canned beans should be removed into a plastic container and stored in a refrigerator.

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PRICING

Where can I get LollicupStore promotion codes?

LollicupStore promotion codes are given out on our newsletter that we send out.

If you would like to sign up for our newsletter please sign up using the form field at the bottom right of the page. Please remember to add marketing@lollicupstore.com in your address book in order to ensure that our monthly newsletter does not go to your spam box.

Or you can simply go to "Your Account," "Settings," and to "E-mail Preferences" and check the box that says “Yes, I would like to sign up for your NewsLetter”

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Does LollicupStore offer wholesale pricing?

Yes, volume pricing is available. Click here for our wholesale inquiry form. You may find this link at any time at the bottom of the page.

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ORDERING

I’m trying to place an online order, but my shopping cart always remains empty. What do I do?

This happens often when “cookies” are not enabled on your computer. LollicupStore must be able to place a small “cookie” in your computer in order to remember which items you have added into your shopping cart. This is a standard and secure procedure used by most e-commerce websites. Learn more about enabling cookies by visiting Google: How to Enable Cookies.

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Why am I being charged taxes?

We charge taxes on all items that are not food products that are delivered to states where we have fulfilment centers. These states include CA, SC, WA, and TX. If you would like to apply for tax exemption status, please fill out our Sales Tax Exemption Form. Please make sure you upload a copy of your reseller’s permit when you complete the form. The application can take up to 3 business days to be approved if it is filled out correctly. This information must be submitted within 7 days of your order to be refunded any charged tax.

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Can I add an item to an order that has not shipped yet?

For the fastest processing, shipping, and delivery, please place a new order.

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How do I know if an item is backordered?

If an item is completely out of stock it should display as such on the website. However, occasionally inventory counts can be wrong and an item will actually be out of stock even though it says it is available. In the event that you have ordered an item that is out of stock, a customer service representative will email or call you to inform you that your product is out of stock. We will also issue you a credit or refund you the product value as soon as possible.

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Why did I receive an email saying my order was received and then another saying my order was canceled?

If you did not request for your order to be canceled, please verify your payment information. If the order is being placed for a business but the card is billed to the owner's home addres, the home address will need to be entered for the billing address. All orders in which the security number and/or billing address does not match the credit card provided will be immediately rejected and canceled to prevent fraud. At LollicupStore.com we take fraud very seriously and have implemented these measures to protect our customers and those that may be affected by credit card fraud.

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SHIPPING

Does LollicupStore offer free shipping?

As of October 28th 2015, we no longer offer free shipping. We understand that many of our customers have enjoyed free shipping on our disposable products in the past. However, we felt it would be fairer to reduce our prices and charge for shipping. So while we no longer offer free shipping, we hope that you notice the decrease in price on all products that were once eligible for free shipping.

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What shipping methods are available?

We ship ground though several major carriers unless our team determines that your order is better suited for trucking due to the volume.

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Can I pick up my order?

Yes you can pick up your order at one of our 3 locations listed below by selecting the "Will Call" option during shipping for the appropriate address.

California 9am-5pm - 6185 Kimball Ave, Chino, CA 91708

Washington 10am-4pm - 1801 132nd Ave E, Ste #200, Sumner WA 98390

South Carolina 10am-4pm - 420 Industrial Rd, Summerville, SC 29483

Texas 10am-4pm - 1 Medline Drive, #200, Wilmer, TX 75172 - Directions

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Do you offer expedited shipping?

Yes, however we have a daily cut off time of 11AM PST for expedited shipping. Customer will be responsible for the additional shipping cost to expedite the package. For more information or to expedite your package please contact our customer service representatives at support@lollicupstore.com or call (800) 857-1988 and ask for an e-commerce representative.

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Why won't it accept my address?

Please make sure you are entering a valid US address. We do not ship to P.O. Boxes or outside of the US at this time.

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I received a damaged product or the carrier indicated the shipment was damaged or I didn't receive my shipment. What do I do?

For any inquires due to shipping issues (products damaged during transit, missing packages, incorrect items shipped, etc.) please click here or you may visit "Shipment Issues" at the bottom of the page at any time.

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OTHER

What is the LollicupStore Rewards Program?

The LollicupStore Rewards Program is our loyalty program for our customers. Please visit Lollicup Rewards for more information. If you had an account with us prior to October 28, 2015, you may contact support@lollicupstore.com to transfer your rewards points. Please note: Previous Lollicupstore.com rewards points will expire 6/1/2016

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What is the return policy?

You may return any unopened item within 14 days from the date of purchase. Before returning any item, you must obtain a Return Merchandise Authorization (RMA) Number. For more information and to request a RMA number, please click here.

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Does LollicupStore have a printed catalog to mail me?

No, we currently do not have a printed catalog.

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If we have not answered your question, please submit your inquiry to support@lollicupstore.com and one of our Customer Service Representatives will respond within 48 hours.