CUSTOMER PICK-UP GUIDELINES
LOCAL PICK-UP ORDER GUIDELINES
Mud Pie will notify you via email/phone call when your order is ready for pick-up. Please do not arrive for your order pick-up until you have received confirmation detailing the order status, date and time that your order will be ready.
ADDRESS FOR PICKUP:
Mud Pie
4893 Lewis Rd
Stone Mountain, GA 30083
*The Mud Pie warehouse is on the RIGHT side of the industrial lot when you turn off Lewis Rd.
When you arrive at the Mud Pie facility, proceed to LOADING DOCK #22. Call 678.397.0175 and a team member will assist you. Please have your company name and order number ready.
HOURS FOR PICKUP:
8:00am - 3:00pm, EST Monday through Friday. *We are unable to accommodate pick-ups outside of these times.
Customers have five business days to pick up their order once notified via phone. If the order is not picked up within five business days, it will be canceled and subject to a 30% restocking fee.
If using a courier service for the pickup, they must have the order number and customer name.
Please be prepared to sign a receipt acknowledgement noting the number of cartons being picked up.
FREQUENTLY ASKED QUESTIONS:
Q: How much does the option of Customer Pick-Up cost?
A: Customer Pick-Up is free. You will not be charged freight on your Mud Pie invoice.
Q: When will my order process?
A: Orders will be processed once 75% of the order is allocated.
Q: What if I want my order to process before the order is 75% allocated?
A: Contact the Mud Pie Customer Experience team and we can review. We may be able to make an exception and/or give you an update regarding backordered items and their ETAs.
Q: How will I know how large my order will be before I pick up so I can plan transportation?
A: We will communicate the physical size of the order when we confirm that your order is ready for pick up.
Q: I’m receiving the Shipping Manifest/Packing List documents by email but my order will be a Customer Pick Up order. Is my order shipping instead?
A: All orders will generate a Shipping Manifest as they process, regardless of the method of freight/pick-up. As long as you received confirmation that your order is processing as a Pick-Up order, you can ignore the shipping manifest tracking. We do, however, suggest using your shipping manifest when unpacking your order as it will show itemized carton contents.
Q: How will backorders be handled?
A: Customers will have the option to ship remaining backorders as FedEx ground, with freight being charged on the invoice OR to have backorders process with the customer pick up option.
Q: How can I place my order to ensure I can pick up at Mud Pie?
A: You can place your order directly through your territory manager OR you can place your order on the website and then immediately Contact Mud Pie Customer Experience to update your order to process as a Pick-Up. If you chose the latter, it is critical you put a future ship date on the order so the order doesn’t go into processing before we can edit the order to reflect Customer Pick Up.
For any other questions, please Contact Us directly via our online form or my calling us at 800.998.1633. Phones are answered M-F, 10:00AM-4:30PM, EST.
