Frequently asked questions

ORDERING ONLINE:

• I am new to 3663 and I want to start ordering online; how do I open a 3663 online account?
• I am an existing 3663 customer and want to open an online account; how do I do this?
• I have several accounts with 3663; do I need to register each one separately?
• Can I speak to someone about my account?
• I am a Safari customer; can I view my Safari Points through 3663 online?

USING THE WEBSITE:

• How do I find specific products on the website?
• There are too many results! How do I find what I’m looking for?
• I often buy the same products; can I create lists of my regular items?
• What happens if I am called away whilst placing an order?

DELIVERY:

• What is the minimum online order value?
• What days do you deliver to my address?
• When placing my order, is there a deadline for next-day delivery?
• Do you deliver to residential addresses?

PAYMENT:

• What methods of payment do you accept?
• Can I pay by cash or cheque upon delivery of my goods?
• I order non-food, produce, alcohol, etc separately but on the same account number; can I have separate invoices?
• Where can I find my account number?

PROBLEMS WITH YOUR ORDER:

• My order has arrived and it isn’t correct; how can I speak to someone about this?

ORDERING ONLINE:

• I am new to 3663 and I want to start ordering online; how do I open a 3663 online account?

It is really easy to set up your 3663 online account. Simply complete the registration form and you will have access to online ordering and the thousands of products we sell, as well as a host of web-exclusive promotions. Alternatively, if you wish to speak to a sales representative, complete the ‘Become a Customer Form’ and one of our sales representatives will be notified and contact you as soon as possible.

• I am an existing 3663 customer and want to open an online account; how do I do this?

If you are already a customer of ours it could not be simpler to start purchasing online. All you need to do is complete our online registration form, and once your contract information has been synced across you are ready to go! Please be patient whilst we transfer your information over to your online account as it can take a few days, but we will let you know as soon as your account is active.

• I have several accounts with 3663; do I need to register each one separately?

We understand that quite often you might be buying for several sites, or across a range of different products and that this might mean more than one 3663 account is needed. Currently, if you wish to order online we would require you to register each account individually.

• Can I speak to someone about my account?

If you have specific questions about your delivery, the depot, your online order or anything else that is not answered elsewhere on this site, your online account homepage or in your welcome email then please contact your online customer service advisor.

• I am a Safari customer; can I view my Safari Points through 3663 online?

Yes! Once your 3663 online account has been registered, whenever you log in your Safari Points balance will be displayed on the 3663 homepage. From here you will be able to fully manage your account including checking your balance, browsing the gift catalogue and redeeming any points you may have saved.

USING THE WEBSITE:

• How do I find specific products on the website?

One way to find what you're looking for is to click on any of the product categories highlighted in pink at the top of the page, then narrow down your results using the filters on the left hand side. Or, if you know what you’re looking for, use the search box at the top at the page to simply type in the name of the product or, if you know it, the product code (SKU code). Press ‘enter’ or click on the magnifying glass icon to display the most popular search results for that item.

• There are too many results! How do I find what I’m looking for?

Use hyphens when typing search terms to return only those results containing exact matches. For example, a search for ‘chili sauce’ will return all results containing either ‘chili’ or ‘sauce’ in the description, whereas a search for ‘chili-sauce’ will narrow down your search. Just remember, this will limit your results to the search terms, and some products – 'chili marinade', 'red chili sauce' – may not appear.

• I often buy the same products; can I create lists of my regular items?

Yes you can! By clicking on the 'Quick Lists' drop down menu at the top of the page you can create as many lists as you might need; these can be based on the days of the week, different types of products, or perhaps for special menu items. To add an item to your list when shopping, just click on the ‘+ quick list’ button and the product can be placed in the shopping list of your choice, or, you can even fill a basket and save it as one of your quick lists before you check out. You can remove items and manage your lists from the ‘Quick Lists’ drop down menu. To order using a quick list, just click on the required list, adjust the quantities, click ‘add to basket’ and you’re ready to check out.

• What happens if I am called away whilst placing an order?

You will not lose any of your shopping, even if you are logged out whilst in the middle of placing an order. All you need to do is sign back in, and the contents of your basket will have been saved for you, allowing you to continue your online shop when it is most convenient. You can even start your shop first thing in the morning and add to it throughout the day, as and when you run out of anything - just don't forget to check out!

DELIVERY:

• What is the minimum online order value?

The minimum online order value is £50.

• What days do you deliver to my address?

Before you begin your online shop, you will be prompted to select an available delivery date that is most convenient to you. We cannot always guarantee a next-day delivery service, however if a route is planned in the vicinity of your business we will make every effort to deliver to you on the day following your order.

• When placing my order, is there a deadline for next-day delivery?

As soon as you have selected a delivery date, a countdown clock will appear on the left hand side of the screen, indicating how much time you have left to place your order before next-day delivery is no longer possible.

• Do you deliver to residential addresses?

We only supply to other businesses and not consumers. However we do recognise that sometimes businesses operate from residential addresses and so if you are a business operating from a residential address and would like to use our service, please contact your online customer service advisor.

PAYMENT:

• What methods of payment do you accept?

We accept two methods of payment. You can either pay by card – credit or debit, we don’t accept American Express – or we can also offer company credit, subject to a full and successful application. If you are currently paying by card and would like a credit account with 3663, please contact your online customer service advisor.

• Can I pay by cash or cheque upon delivery of my goods?

No, unless you have a credit account with us, all online orders must be prepaid for at the time of ordering with a valid credit or debit card.

• I order non-food, produce, alcohol, etc separately but on the same account number; can I have separate invoices?

Yes, without logging out or starting a new session, simply place separate orders for the product sets which you would like to appear on each invoice. Each time you submit an order it will create an invoice for that set of products. The orders will be collated and delivered together, but with individual invoices.

• Where can I find my account number?

Your account number is 7 or 8 digits long and can either be found on any of the invoices that you have received, or for new customers this can be found on your online account dashboard.

PROBLEMS WITH YOUR ORDER:

• My order has arrived and it isn’t correct; how can I speak to someone about this?

Although we strive hard to make sure there are no problems with your order, we appreciate that sometimes things do go wrong. If there is any issue with your order – if some items are missing, or were damaged during delivery – please let the delivery driver know and then contact your local depot to resolve the issue.

CONTACT US:

In each depot we have a dedicated team who are there to help with all your questions. Below you will find the contact details for our dedicated online customer service advisors (OCSA) who are standing by ready to help you with your order. To find out which is your local depot, please look in the top right hand corner of the website.

PARTNERS AND OTHER WEBSITES:

For more information or to visit our partners please check out the links below.

Catering Equipment: www.3663cateringequipment.co.uk

Corporate Website: www.3663corporate.co.uk

3663 Direct: www.3663direct.co.uk

Swithenbank Fresh & Fine Foods: www.swithenbank.co.uk

Direct Seafoods: www.directseafoods.co.uk

Vivas Wine: www.vivaswine.co.uk

Bidvest Logistics: www.bidvestlogistics.com