Shipping policy
Address Change/Reconsignments
In the event that you need to modify the shipping address after your order is in process, there will be a reconsignment fee imposed by the carrier for this change. Should you request such a change, we will inform you about the fee via email. Without your approval of the new fee and address, the shipment will proceed to the address initially provided at checkout. Please be aware that should the carrier's first delivery attempt to the original address fail, you may be subject to additional charges for redelivery alongside the reconsignment fee.
Call Before Delivery
When you order an item to be delivered by "Common Carrier", the carrier will reach out to you approximately 24 hours prior to your order's arrival to schedule a delivery time. Deliveries generally come with a 4-hour window, although this can vary. This scheduling call is mandatory for residential deliveries and advised for businesses with non-standard operating hours. Deliveries are typically made Monday through Friday, between 8:00 a.m. and 5:00 p.m. If a delivery appointment is missed, the carrier will arrange another. Should you miss the rescheduled delivery, any resulting redelivery charges will be your responsibility. Additional costs may be incurred if you need a specific delivery time outside the usual window, or if you cannot receive the order within a reasonable period from the first scheduling attempt.
Delivery Expectations – Common Carrier
For deliveries via common carriers, a standard 15-minute window is provided to complete your delivery. Any delays beyond this may lead to detention fees by the carrier. If you're unable to receive your shipment promptly, causing it to be held at the carrier’s facility, storage fees may be charged. Being prepared for your delivery can facilitate a smooth process. For further details, please visit our Common Carrier Shipments page.
Damaged/Missing/Lost Items - Common Carrier
Upon receiving your shipment, immediately check for any damaged or missing items. Any issues should be noted on the delivery receipt before you sign it, and you should keep a copy. Report any concerns to us within one business day and retain any damaged packaging for inspection. Pictures of the damage should also be taken. While our warehouses are diligent in securely packaging items, damage during transit can occasionally occur, and proper documentation is crucial for any potential claims.
Damaged/Missing/Lost Items - Ground
Inspect your shipment upon arrival for any damage, loss, or missing parts. Should there be any issues, maintain possession of the items and packaging and notify us within five business days. We may request photos to assist with processing your claim.
Delivery Time
We aim to process and ship orders from our U.S. warehouses within 1-2 business days. Delivery times can vary from 1 to 10 business days for common carrier shipments and 1 to 7 business days for ground shipments, depending on the distance from our shipping locations. Be aware of additional delays during holidays.
Destinations
Our shipping services cover the entire U.S.; however, we do not ship to PO boxes, APO/FPO addresses, or Viabox locations. Certain carriers may not deliver to other carrier-specific locations like FedEx or UPS Store addresses. If an address is deemed undeliverable, the carrier will either hold the shipment at the nearest terminal or return it to our warehouse.
For Alaska, Puerto Rico, and Hawaii
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Liftgate
If your delivery site lacks an elevated loading dock or forklift, a liftgate service is necessary for unloading. This service incurs a fixed fee if selected at checkout, with higher charges applicable if added post-shipment. If a liftgate was not chosen and is needed upon delivery, you may be responsible for redelivery and liftgate fees.
Notice to Residential Customers
While primarily aimed at the commercial food service industry, we do provide shipping for residential customers. However, it is essential to note that commercial equipment might not align with home-use expectations in terms of noise, power usage, and additional requirements like ventilation. Installing commercial equipment in a home may invalidate your homeowner's insurance and the manufacturer's warranty.
Packaging
We use packaging designed to protect your items during transit. While the external packaging might be damaged upon arrival, this does not affect your right to claim for any actual product damage. In the interest of sustainability, we sometimes use recycled boxes, which may bear unrelated markings. Always verify the contents before refusing delivery based on the box's appearance.
Split Shipments
Although we strive to consolidate orders into single shipments, items may be shipped separately depending on their source. This ensures that we can expedite parts of your order without delay.