Shipping and Delivery Policy
Shipping Charges:
The shipping charge is calculated within our system based on the dimensions, weight, freight class, and by zip code. Our freight calculator communicates with multiple freight carriers to determine the lowest rates available to your location, including our volume discount.
Free Freight:
RestaurantSupply.com offers free freight on select items, as indicated on each product. This offer applies only to the 48 continental states and includes basic delivery charges.
Standard Delivery:
All standard shipments are curbside deliveries unless otherwise specified. This means that the delivery driver will only drive the equipment to the property nearest the entrance. If you do not have a "semi-truck high" receiving dock or own a forklift, you must request a liftgate delivery service at the time of purchase. Liftgate fees are not included in free shipping promotions.
2nd Day AM Delivery:
2nd Day delivery is within two business days by 10:30 am to most businesses in the contiguous U.S., by noon to residences and by 4:30 pm to some rural areas. 2nd day shipment requests must be placed before 1PM EST Monday - Friday. 2nd Day orders entered after the 1:00 pm EST, daily shipment cut-off time, and transit or deliveries on holidays and weekends, will occur the following business day. Carrier delays or weather may impact the final delivery date or time.
Priority Overnight Delivery:
Priority overnight delivery is on the next business day by 10:30 am to most businesses in the contiguous U.S., by noon to residences and by 4:30 pm to some rural areas. Priority overnight shipment requests must be placed before 1PM EST Monday - Friday. Priority overnight orders entered after the 1:00 pm EST, daily shipment cut-off time, and transit or deliveries on holidays and weekends, will occur the following business day. Carrier delays or weather may impact the final delivery date or time.
Local Pickup:
Local Pickup may be available if you are near a RestaurantSupply.com distribution center. Our team at the local distribution center will notify you once your order is ready for pickup or if any substitutions may be required. Local pickup hours are regular business hours Monday - Friday from 9:00 am - 5:00 pm in the respective time zone. Orders placed after 3:00 pm are not eligible for same-day local pickup and may show a pickup estimation of 9:30 am the following business day.
Notice to Residential Customers
Liftgate Delivery:
This service is available for an additional charge during the order checkout process. A liftgate will lower the goods from the truck to the ground, and you will be responsible for the merchandise once it is lowered. If you have not paid for the additional service of liftgate delivery, then you will be responsible for removing the item from the truck.
Click Here to Learn More about Liftgate Service.
Residential Shipping:
Deliveries to residential or limited access areas will incur an additional shipping charge. It is the responsibility of the purchaser to identify the shipping address as residential or limited access. Should the shipping information provided to Restaurant Supply be incorrect, Restaurant Supply reserves the right to back-charge the purchaser upon receipt of the delivery charges.
Notice to Residential Customers
RestaurantSupply. com's primary customers are those in the commercial food service industry. We will typically ship most products to residential customers. However, before placing an order for a residential location, please consider the following information:
Commercial Refrigeration and Cooking Equipment
It is important to remember that many of these items may not meet your expectations when installed in your residence. Commercial cooking and refrigeration equipment:
- That you install in a non-commercial setting would void the equipment manufacturer's warranty and very likely your homeowner's insurance as well.
- It Is designed for functionality and heavy use in the commercial food service industry. Equipment may not meet your expectations in terms of the way it looks or how it operates.
- It Is often much louder than a comparable non-commercial piece of equipment.
- Typically consumes much more power than equipment designed for the residential consumer.
- It Is meant for installation in a commercial location and, as such, is not insulated as thoroughly as residential equipment.
- Often generates much more heat. Commercial equipment also requires a ventilation hood and possibly a fire suppression system per local fire and building codes. You may violate these codes if you try to use the equipment in a residence or other non-commercial location.
RestaurantSupply.com reserves the right to deny residential-use shipment. If the manufacturer or we determine that the equipment is unsuitable for residential usage, you will be notified as soon as possible.
If you have any questions about the suitability of a particular piece of equipment you're considering for non-commercial use, don't hesitate to get in touch with one of our Customer Service Team Members.
We are unable at this time to ship directly to residential addresses that are considered "apartments" by commercial carriers. All orders with delivery addresses flagged by a carrier as "apartments" will need to be canceled. You will be notified of the cancellation, and your purchase will be refunded. Please consider using an alternative delivery location when you place your order.
International Shipping:
We do not ship outside of the United States. If you have a freight forwarder, we can work with you on shipping your desired products to them. Please note that we are unable to supply a freight forwarder for you. Call to set up freight forwarder deliveries.
Processing Time:
Products marked "Ships same day if ordered by 2:00 pm EST leave our warehouse within 24 hours of order processing. Orders placed after 5:00 pm MST will ship on the next business day. Orders placed on weekends and public holidays will ship on the next business day. If item quantity exceeds available warehouse stock, processing time may be delayed.
Receiving Instructions:
For receipt of freight shipments, you, the customer, are responsible for following these specific instructions before you or the person that receives the freight shipment signs the Receipt of Delivery or the Bill of Lading from the freight carrier driver. We will not be responsible for orders that are not fully inspected per our instructions.
Standard Delivery:
Standard delivery, also known as curbside or "non-liftgate" delivery, involves the delivery driver pulling the truck to your business's curb. You will be responsible for removing the merchandise from the truck yourself. The driver is not expected to remove the item from the truck or to bring the item inside. If you do not have a loading dock or the item is excessively heavy, we do not recommend moving the item without assistance. It is recommended that you consider beforehand whether or not you will require liftgate service.
Shortages:
The first step should be to inspect all packages to ensure you have received the exact quantity of ordered items. If there are any shortages, you are responsible for noting any shortages on the Bill of Lading while the freight carrier driver is physically present.
Inspection of Goods:
You are responsible for inspecting the packages and the equipment/products inside the packaging at the delivery time. As the recipient, you may spend as much time as necessary to uncrate or remove packaging to ensure the product is in acceptable condition. Suppose you decide to wait to inspect the packaging or unpack any items in the shipment after the driver leaves. In that case, you will be responsible for any damages that are either in plain sight on the outside of the packaging or if concealed damages are not obvious until you unpack the items. After unpacking, carefully inspect the items. Check all panels for dents and dings, paying extra attention to corners. Check any exposed pipes, tubes and coils closely for possible damage. Check to make sure all glass is intact. If you find any significant damage or missing parts, call the Customer Service Department immediately at Toll-Free 1-855-838-1010.
Damage Policy:
If any of your orders is damaged, note the damage on the delivery receipt/bill of lading while the driver is there. You must be as specific as possible when noting damage. This is crucial in distinguishing if the damage is on the outside of the packaging or if it is on the actual item that you have unpacked in front of the driver. Always take photos of any damage that has occurred to be prepared for an inspection from the freight carrier. Do not throw away any of the original inner or outer packaging.
Concealed Damage:
In the case of damage to the item, not the outside packaging, this is considered concealed damage. If the driver has already left your delivery location, the freight carrier has no evidence that the item was harmed while in their possession. You must keep the original outer and inner packaging if any damage is discovered. Then, request inspection immediately from the freight carrier plus make a written request to the freight carrier. This must be reported immediately.
Damaged Items:
If you sign your name on the freight bill without noting any damages, you are stating that you have received your order/ shipment in acceptable condition. Once this has occurred, there is no possibility of filing a freight claim, and there will be no reimbursement of freight charges, order costs or any other charges incurred by you from RestaurantSupply.com. Once you have signed the Bill of Lading that your shipment arrived in acceptable condition, the item(s) belong to you. You must contact our Customer Service Department. You must immediately contact our Customer Service Department at Toll-Free 1-855-838- 1010 while the freight carrier driver is present to report any damages. They will instruct you on how to proceed with reporting the damages. If there is a possibility of minor repairs or "cosmetic" damages, Customer Service may be able to assist with ordering replacement parts or panels if applicable. Please have your order number available so we can assist you as quickly as possible. Don't hesitate to get in touch with Customer Service at Toll-Free 1-855-838-1010 by the end of the next business day to report a refusal so that we may promptly submit a replacement order for you.
Theft or Misdelivery:
Please be advised that Restaurant Supply, LLC does not assume liability in the event of a package theft occurring post-delivery.
Additionally, Restaurant Supply, LLC, disclaims responsibility for any delivery errors resulting from incorrect address information entered by the customer upon checkout.
Refused Shipments & Unauthorized Returns:
You will be responsible for full freight charges and applicable fees going both ways, plus a minimum 30% restocking fee for shipments that are refused for any reason other than damage (not applicable to items damaged in storage) or if RestaurantSupply made the shipping error.com.
Redelivery/Storage Fees:
If the freight carrier attempts delivery and cannot deliver for reasons that are within your control, redelivery fees may apply. (this could be as much as $500.00, depending on the carrier)). If the carrier attempts delivery without acknowledgment from the recipient, the goods will be reconsigned to a new address or returned to the manufacturer. Return shipping charges will be your responsibility and must be paid fully before redelivery is attempted. If you have the freight carrier store your order for any amount other than the standard transit time, then the freight carrier reserves the right to bill you storage fees directly. If the freight carrier bills these fees to RestaurantSupply.com, we reserve the right to bill those charges back to you. You will also be responsible for damages that may happen during storage. If you decide to keep any order damaged during storage, our Damage Policy will be followed. Should you decide to refuse any order damaged during storage, our Refused Shipments Policy will be followed. Don't hesitate to contact Customer Service at Toll-Free 1-855-838-1010 in the event of redelivery or reconsignment.
Cancelled Orders:
If you decide to cancel any part of your order after it has been shipped, please note that you will be responsible for the full roundtrip shipping and handling charges, plus any applicable restocking and repair fees. Custom & Special Orders: If you have placed an order for a custom or special order item, it may be canceled only before it enters the production period at the manufacturer. After the custom or special order has entered the production period, you will be responsible for the shipping costs and order amount. You will not be entitled to any refunds, credits or exchanges. In addition, once an order has shipped and payment has been processed, we do not refund taxes, even if the order is canceled. Please contact Customer Service at: Toll Free 1-855-838-1010 with any questions.