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Receiving Instructions for Freight Items

You or the individual accepting the delivery on your behalf must completely examine your order. Please adhere to this step-by-step guide. If you adhere to these steps, you may be able to file a claim for a damaged item. RestaurantSupply.com is not responsible for any orders that are not completely checked before signing for the delivery. Under no circumstances should you feel forced by the delivery person to sign for your order unless you are completely satisfied. If you experience any issues with the freight driver, contact RestaurantSupply.com at 1-855-838-1010. Watch the video below for instructions on receiving your LTL Delivery.



1.) Standard Delivery of a Freight Shipment means the driver will bring your order to the edge of the inside of the truck.

  • If you chose a standard delivery option, you will be required to remove your freight order from the truck. When possible, the driver will position their vehicle at the closest and safest point of your receiving area, such as a loading dock or delivery entrance. If you do not have a loading dock, forklift, or other means of getting your freight item(s) down from the truck, we recommend purchasing the Liftgate Delivery option at the time of your order. The driver will not remove a freight item from the truck nor bring it inside your location.
  • Plan ahead for your freight delivery. Have the appropriate number of experienced people available to receive and unload your freight shipment, particularly if it is a large order such as equipment or multiple items. Be certain to have the necessary tools and equipment, such as a forklift, pallet jack, hand truck, dolly, crowbar, etc.

2.) Carefully inspect the outside of the freight package or packing material for damage.

  • Any package with visible external damage should be refused. Do not sign for the freight shipment. Let the driver know that you are refusing the shipment due to damage.
  • If you or someone representing you at delivery signs for the shipment and accepts delivery, you take full responsibility for the ordered items. RestaurantSupply.com cannot assist you with a replacement once you have signed for delivery, regardless of the condition of the items. Refuse delivery of any damaged shipment and contact RestaurantSupply.com immediately at 1-855-838-1010 so we can arrange for shipment of the replacement item(s).

3.) Unpack the order and completely inspect all items before signing for delivery.

  • If the package's exterior (s) appears undamaged, you must fully unpack and inspect the contents for damage that may have occurred during transit. You have the right to unpack and inspect your order before signing.
  • The driver is required to wait while you unpack your items. If the driver gives you any problems, call RestaurantSupply.com immediately at 1-855-838-1010.

4.) Inspect your item(s) for any damage or parts that may be missing.

  • After unpacking or removing packing material from your freight item(s), carefully and completely inspect the item(s).
    • Check exterior panels for scratches, dents or dings.
    • Check that equipment corners are not pushed in or crimped.
    • Check pipes, tubes, coils, screens, and grillwork for crimps, punctures or other damage.
    • Check glass and plastic components for scratches, cracks or other damage.
  • Any significant damage found means you may have to refuse the freight delivery. However, minor cosmetic damage that does not affect the operation or functioning of the item may be repairable, such as swapping out a panel or replacing the glass. Call RestaurantSupply.com at 1-855-838-1010 immediately to discuss your options. Have the driver wait, and do not let the driver push you into signing for the delivery.
  • The driver must wait while you determine if the shipment can be signed for and repaired or refused.
  • Note: Detention Fees ranging from $85 to $200 are charged when a truck has to wait longer than usual for a shipment to be loaded or unloaded. Different carriers set different time limits. For LTL shipping, the time frame can be as little as 15 minutes. Plan your inspection accordingly.

5.) If you are fully satisfied with the item(s) condition, you may sign for the freight shipment.

  • After you unpack and examine each item of your order, you can either Sign For or Refuse the delivery. If you have found no significant damage or missing parts, sign for the delivery and allow the freight driver to leave. Keep all shipping paperwork should any unseen damage be found after delivery (such as internal equipment damage that causes improper functioning). Likewise, if you discovered minor cosmetic damage to your item but have decided to receive the item as is, please record the damage clearly on the Bill of Lading that will be returned to the freight driver and sign for the delivery as accepted with cosmetic damage.
  • If you think minor cosmetic damage can be repaired, call RestaurantSupply.com immediately at 1-855-838-1010, before signing for the delivery or allowing the driver to leave. Some cosmetic damage to panels or other parts cannot be repaired by replacement. RestaurantSupply.com can help you make an informed decision as to whether the entire item would need to be replaced or if the cosmetic damage can be accepted as is with the option to replace components in the future.
  • At the time of delivery, if you still determine if you should refuse or accept the shipment, do not sign anything for the driver. Call RestaurantSupply.com at 1-855-838-1010 immediately to discuss your options.
  • Once you sign and accept the delivery of your order, you take full responsibility for any damage discovered afterward. You will be responsible for submitting and pursuing any claims with the freight carrier company. If you accept damaged item(s), RestaurantSupply.com is not required to replace the item(s) or compensate for damage that occurred in transit with the freight company. Claims can be difficult to pursue after you have accepted delivery of items "as is".
  • Inspect all items from your order and Refuse delivery if necessary. RestaurantSupply.com will be able to get replacement item(s) to you more quickly if you refuse delivery of damaged item(s).

RestaurantSupply.com Education Resources

  • Restaurant Supply.com is pleased to provide you with knowledgeable articles and educational resources on various Foodservice topics. Our informational pages highlight equipment features that increase product value and investigate the benefits of new equipment technologies. You can learn about various products, including how similar pieces of equipment sometimes offer different benefits and can be a better fit for your business. We also offer food preparation suggestions, creative uses for kitchen tools and supplies, and helpful tips for operating your food service establishment. Explore our resources anytime on our blog