Shipping / Delivery Policy
RestaurantSupply.com offers a variety of shipping options, some free and others for an additional fee. Please read through these policies carefully before placing your order. It is your responsibility to be familiar with the policies and processes for shipping, receiving, damaged items, returns or cancelled orders.
All Shipping Charges are calculated within our shipping system based upon the dimensions, weight and freight class of the item(s), plus the zip code of your shipping destination. Our shipping system communicates electronically with the freight carriers to calculate the shipping costs.
Shipping to destinations in Hawaii and Alaska will require a special quote and possibly an additional shipping cost. RestaurantSupply.com will calculate the shipping and a Customer Service representative will contact the purchaser if additional shipping costs will apply.
RestaurantSupply.com offers free freight on specific products as marked on the product's description. The free freight applies only to shipping within the 48 continental United States and includes only Standard Delivery. All other items will incur shipping charges calculated by our shipping system in the shopping cart and during checkout. Shipping to Alaska, Hawaii or any location outside the 48 continental United States will incur additional shipping charges.
If you require Expedited Shipping, please contact RestaurantSupply.com at 1-855-838-1010. There will be an extra fee applied for Expedited Shipping depending upon your shipping destination.
All Freight Shipments, including those with Free Freight, will be shipped with Standard Delivery. Standard delivery is curbside only, meaning that the freight driver will drive the delivery vehicle to the "curb", the closest accessible point to the location's receiving area, such as a loading dock or deliveries entrance. The driver will open the truck and bring the shipment to the edge of the inside of the vehicle. With standard delivery, the customer is responsible for removing the freight shipment, lowering it to the ground, and bringing it inside your location. The driver is not responsible for bringing the freight items into your location.
If you do not have a freight truck height loading dock or have a forklift available, you should request the Liftgate Delivery option at the time of your purchase. If you do not select the Liftgate Delivery option before your order is processed and loaded, and the delivery vehicle arrives at your location without any way to have the shipment removed and lowered, the freight driver will be forced to leave your location with the shipment undelivered in order to consign the item(s) for redelivery, storage, or return. All freight company fees charged for redelivery, storage or return shipping, due to the customer's error in anticipating delivery requirements, will be charged to the customer prior to any attempt at redelivery of your shipment.
The Liftgate Delivery option will incur a fee at the time of purchase. Note: Free Freight deliveries do NOT include the Liftgate Delivery option. If you require the Liftgate Delivery option for a Free Freight item, shipping will be free but the liftgate delivery will incur a fee.
The Liftgate Delivery option provides for consignment of the freight shipment on a vehicle with a liftgate. The liftgate allows the driver to lower the freight item(s) from the back of the truck to the ground. Liftgate Delivery does NOT include bringing the shipment inside your location. You are responsible for the shipment once it is lowered to the ground. Be prepared for receiving your item(s) with the appropriate equipment such as a pallet jack, dolly, or hand truck.
Definite Delivery or Delivery Appointment:
For an additional fee, you can have delivery at a specific time or you can have the freight carrier contact you in advance of delivery so you can be prepared to receive your shipment. Please contact RestaurantSupply.com at 1-855-838-1010.
Limited Access (or Residential) Delivery:
Freight shipments require access to a receiving area such as a loading dock or delivery entrance. Freight vehicles also require roads and driveways wide enough to access your location and to exit your location. If your shipping destination is a limited access area or residential zone, it is your responsibility to identify the shipping address as residential / limited access at the time of purchase. If the shipping information that you provide to RestaurantSupply.com during purchase is incorrect, the Freight Carrier may not be able to deliver your order, or the Freight Carrier may charge an additional fee to get your shipment to your delivery location. RestaurantSupply.com reserves the right to back charge reconsignment or return delivery fees to you if we receive additional charges from the Freight Carrier due to your incorrect identification of your delivery location.
At this time, RestaurantSupply.com does not ship outside of the United States. However, if you have a freight forwarder, we can discuss shipping your order to the freight forwarder's location within the 48 continental United States. RestaurantSupply.com does NOT supply or arrange for the services of a freight forwarding company for your shipment. It is YOUR responsibility to arrange for the services of a freight forwarder, including all customs fees, tariffs, taxes, and delivery charges.
NOTE: Please contact RestaurantSupply.com at 1-855-838-1010 PRIOR TO PLACING YOUR ORDER ONLINE if you are using the services of a freight forwarder. You will be entering the freight forwarder's shipping address on your order.
Many products on RestaurantSupply.com are eligible for Quick Ship and are marked on the product's description. Quick Ship items will ship from the warehouse or distribution center within 24 hours from the time that we process your order.
1. Quick Ship is an option and will incur an additional fee at the time of purchase.
2. Quick Ship Orders placed after 5:00 PM EST will ship on the next business day.
3. Quick Ship Orders placed on weekends or on national holidays will ship on the next business day.
4. You are not required to select the Quick Ship option on a product marked Quick Ship.
5. Quick Ship products will ship as Standard Delivery. If you require Liftgate Delivery option for a Quick Ship product, you must indicate this at the time of purchase and the Liftgate Delivery fee will be added to your purchase.
For Freight Shipments, you or someone representing you at delivery is responsible for FULLY INSPECTING your order. Pay attention to the following steps. RestaurantSupply.com will not be responsible for shipments that are not fully inspected per these instructions. You, or someone representing you at delivery, should NOT sign the Bill of Lading or Receipt of Delivery paperwork unless the shipment is inspected and deemed acceptable as delivered.
Standard Delivery means curbside delivery or "non-liftgate" delivery. The freight driver will drive the delivery vehicle to the "curb", the closest accessible point to the location's receiving area, such as a loading dock or deliveries entrance. The driver will open the truck and bring the shipment to the edge of the inside of the vehicle. With standard delivery, the customer is responsible for removing the freight shipment, lowering it to the ground, and bringing it inside your location. The driver is NOT responsible for bringing the freight items into your location. If you do not have a loading dock, forklift, or other means of getting your freight item(s) down from the truck, we recommend that you purchase the Liftgate Delivery option at the time of your order.
Note: 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 necessary tools and equipment available such as a forklift, pallet jack, hand truck, dolly, crowbar, etc.
If you have selected the Liftgate Delivery option at the time of your purchase, the freight driver is required to lower your shipment to the ground. However, the driver is NOT required to remove the shipment from the liftgate or bring it inside your location. If you paid us for the Liftgate Delivery option and the delivery vehicle has no liftgate, please contact RestaurantSupply.com IMMEDIATELY for instructions. If you did not pay for liftgate delivery, you are responsible for removing and lowering your shipment.
Upon removal and lowering of your shipment to the ground, you must immediately inspect the shipment to determine if all items from your order have been delivered. If there are any shortages, it is your responsibility, or that of someone representing you at delivery, to indicate any shortages on the Bill of Lading paperwork while the freight carrier driver is physically present. You can still receive your shipment even if there are shortages, as long as it is written on the paperwork you return to the freight driver.
Call RestaurantSupply.com at 1-855-838-1010 if there are any shortages in your delivery, so we can determine why and get your missing item(s) to you as soon as possible.
IMPORTANT: You, or someone representing you at delivery, is responsible for inspecting all packages and packing materials, as well as equipment and items inside the packing materials, BEFORE signing for the freight shipment.
You should inspect the exterior of all packages for any visible damage. You must fully unpack and inspect the contents for damage that may have occurred during transit. It is your Responsibility AND your Right to fully unpack and inspect your shipment before signing for it. You may spend as much time as is necessary to uncrate the item(s) and determine the item(s) are in acceptable condition. The driver is REQUIRED to wait while you unpack and inspect your items. If the driver gives you any problems, call RestaurantSupply.com immediately at 1-855-838-1010 while the driver is physically present.
If you decide to wait to inspect the the shipment or to unpack the item(s) after you have signed for the shipment and the freight driver has left, YOU WILL BE RESPONSIBLE for any damage that is either visible or concealed in packaging. ONCE YOU SIGN for the shipment as received "as is", the item(s) of your shipment are your responsibility.
Missing or Damaged Parts:
After you unpack all items of your shipment, inspect equipment and products carefully.
a) Check exterior panels for scratches, dents or dings.
b) Check that equipment corners are not pushed in or crimped.
c) Check pipes, tubes, coils, screens, and grillwork for crimps, punctures or other damage.
d) Check glass and plastic components for scratches, cracks or other damage.
If you find any significant damage or missing parts, call RestaurantSupply.com at 1-855-838-1010 immediately.
If any equipment or item(s) of your order are damaged, you may either refuse the delivery or submit a freight claim to the freight carrier company and accept the shipment.
- If the damage found seems minor or cosmetic only, it may be possible to repair or swap out damaged components. You must contact RestaurantSupply.com at 1-855-838-1010 immediately, and you must tell the driver you may be submitting a freight claim for damages. They must provide instructions for how to submit a freight claim to their company.
- If you are going to accept the shipment and submit a freight claim, you must note any and all damage on the bill of lading or receipt of delivery while the driver is physically present. You must be as specific and complete as possible when writing the description of the damage. You must state if the damage is on the outside of the packaging or if it was on the actual equipment or product(s) that you have unpacked in front of the driver. NOTE: Take Photos of any and all damage that is found so that you can provide these for the freight carrier's claim inspector. DO NOT THROW AWAY ANY OF THE ORIGINAL PACKAGING OR PACKING MATERIAL.
- If you find damage on any item AFTER the freight driver has already left your location, you will have NO PROOF that the item was damaged while in the freight carrier's possession. If any damage is found after the driver has left, do NOT throw away any of the original packaging or packing material. You must IMMEDIATELY request inspection from the FREIGHT CARRIER, including submitting a claim in writing TO THE FREIGHT CARRIER.
- However, if you or someone representing you has signed the bill of lading or receipt of delivery WITHOUT noting any damages BEFORE the freight driver has left, you are acknowledging that you have received the shipment in an acceptable condition, "as is". It is VERY difficult, if not impossible to receive reimbursement from the Freight Carrier for the value of the item, freight charges or parts and labor costs incurred by you. Once you have signed for your shipment, the item(s) are your responsibility.
- You have the option to Refuse Delivery of the Shipment if any package(s) or item(s) are found damaged or if RestaurantSupply.com has shipped incorrect item(s). There is no fee or cost for Refusal if the shipment was damaged in transit or if it was a RestaurantSupply.com shipping error. Record the Reason for Refusal on the Bill of Lading / Receipt of Delivery and return it to the Freight Driver. NOTE: If a shipment is placed in storage for any reason under your control and is damaged while in storage, you will not be allowed to refuse the shipment because of the damage, nor can you submit a claim for damages to the freight company.
- NOTE: You will be responsible for any costs associated with Refusal of Shipment for any reason other than damage in transit or shipping error. This will include full freight charges and fees for delivery and return shipping, plus a minimum of 25% restocking fee.
Please contact RestaurantSupply.com at 1-855-838-1010 by the end of the next business day to report a refused delivery and the reason for refusal, so that we can submit an appropriate replacement order for your item(s).
Redelivery / Storage Fees
If the freight carrier attempts delivery and in unable to deliver for reasons that are under your control (such as incorrect identification of the location's access, or no way to remove shipment from the vehicle), the driver will be forced to leave your location with the shipment undelivered in order to consign the item(s) for redelivery, storage, or return.
If the driver attempt delivery at your shipping location and you, or someone representing you, is not present to receive the shipment, the shipment will be consigned for redelivery, storage or return.
If you, or someone representing you, is not available at the time of delivery, and you have the freight carrier company store your shipment fro any amount of time other than the standard shipping transit time, the freight carrier reserves the right to directly bill you for storage fees and you must pay them before receiving your shipment. If the freight carrier submits bills for these fees to RestaurantSupply.com, we reserve the right to charge those fees back to you. NOTE: You are responsible for any damages that may happen during storage and you cannot submit a damage claim to the freight company, nor refuse delivery of a shipment damaged in storage.
All freight carrier fees charged for redelivery, storage or return shipping, due to the customer's error in anticipating delivery requirements, must be paid prior to any attempt at redelivery of your shipment.
All Returns are subject to RestaurantSupply.com approval. NO Returns will be accepted and NO Credit will be issued without advance written authorization from RestaurantSupply.com. To Request Authorization to return item(s), contact RestaurantSupply.com: Toll Free 1-855-838-1010
RestaurantSupply.com will discuss the circumstances of your return request with you. Upon review, RestaurantSupply.com will determine if the item(s) are eligible for return authorization. A written authorization for return will be sent to you by email or regular mail. If you do not receive written authorization for the return, you cannot return the item(s). Returned items received by RestaurantSupply.com will not be processed unless there has been written authorization.
Authorized Returns must be received in unused condition (suitable for resale) and item(s) must be in original packaging. RestaurantSupply.com will inspect item(s) to determine if unused, new, and in suitable condition for resale. Refunds will be credited to you within 45 days after we receive the returned item(s).
The customer is responsible for all return shipping costs. The customer can arrange for return shipping to RestaurantSupply.com, but will not be reimbursed for return shipping costs. If RestaurantSupply.com arranges for pickup of the item(s) to be returned, shipping costs will be deducted from any refund amount before a credit is issued.
All returns due to purchase error on the part of the customer will be additionally charged a minimum 25% restocking fee, to be deducted from the refund amount. All restocking fees and shipping charges are to be assessed and deducted from the refund amount before a credit is issued.
Any items returned to RestaurantSupply.com WITHOUT Authorization will NOT be issued credit and will be shipped back to you.
Any items returned to RestaurantSupply.com that are determined to be used or unsuitable for resale due to reasons under your control will NOT be issued credit and will be shipped back to you.
Costs for shipping the returned item(s) back to you may be charged back to you at our discretion.
If you choose to cancel any part of your order after it has been shipped from the warehouse or distribution center, you will be responsible for the total shipping costs and any other charges, including original shipping charges, return shipment charges, a 25% restocking fee and any fees for any required repairs.
If you have placed an order for a customized item or special order item, it may be cancelled ONLY PRIOR to processing and production at the manufacturer. Once the special or custom order has been processed and begun production, you may NOT cancel the order and will be responsible for the purchase cost, shipping charges. You will NOT be entitled to any refunds, credits or exchanges for any custom or special order item.
Shipping Questions or Problems
Please contact RestaurantSupply.com IMMEDIATELY at 1-855-838-1010.