Shipping Policy

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1

Call Before Delivery

Free “Call Before Delivery,” the carrier will contact you approximately 24 hours before the estimated arrival of your order to schedule a delivery appointment using the phone number provided at checkout. Selecting this option may add an additional day to your order’s transit time. A 4-hour delivery window is typical; this may vary by carrier and shipping destination.

A “Call Before Delivery” is required for Commercial and large scale equipment deliveries and recommended for businesses with irregular hours (Monday through Friday,9:00 a.m. to 6:00 p.m. “Call Before Delivery” only applies to the item(s) in your order shipping via common carrier.

If the carrier misses the delivery appointment, they will reschedule it. If you are unavailable to accept your delivery during the scheduled appointment, you will be responsible for any redelivery fees owed to the carrier. Additional fees will apply if you require a time-specific delivery in which the typical 4-hour window needs to be shortened.

The carrier may charge a redelivery fee in order to reattempt delivery. In these situations, we will contact you via email regarding the fee and charge the card on file if necessary in order to avoid additional fees with the carrier.

FREE SHIPPING local zip with greater amount of $400 purchase price

Free shipping will be provided to local zip codes among the Houston Loop, zip codes include 77008-77098 with $400 or more purchase

2

Damaged/Missing/Lost Items - Common Carrier

If any item or packaging is damaged or missing, or if you have any doubt about possible damage, you MUST do the following:

Note it clearly on the delivery receipt before signing
Keep your copy of the delivery receipt
Contact us within 1 business day
Keep the damaged packing materials for inspection
Take pictures of the damaged items and packaging


Though our warehouses give great attention to packaging every order for shipment, damage can occur in transit. In the case of damage we must go to the carrier company to receive reimbursement for these damages. By signing the delivery receipt you are taking responsibility and ownership for the shipment in the condition noted. If part or all of your shipment is damaged and you did not note this in any way on the delivery receipt, we CANNOT guarantee any compensation for damages. Signing the delivery receipt without noting any damage means that you have received your shipment in acceptable condition.

There are rare occasions where our freight carriers may lose a shipment. In these situations, it’s our highest priority to find your items and we will work with the carrier to do so. Dock checks with the carrier take approximately 3-5 business days to complete. If your shipment is found, we will continue the delivery to your location. If it is deemed lost, we will work with you to provide a satisfactory resolution.

3

Liftgate

If you do not have an elevated loading dock or forklift to unload your items from the truck, you will need a liftgate and must select this option at checkout. The “Common Carrier w/ Liftgate” option includes the fee for the liftgate. A higher fee may apply if a liftgate must be added after an order has shipped. If delivery is unable to be completed because a liftgate was not selected during checkout, a redelivery fee may apply in addition to a liftgate fee. In these situations, we will contact you via email regarding the appropriate fees and charge the card on file if necessary in order to avoid additional fees with the carrier.

Some items like large outdoor ice merchandisers or very long pizza prep tables may be too large or heavy for a lift gate and will require a truck-level loading dock. If you are unsure, contact our Customer Solutions Team.

4

Commercial Refrigeration and Cooking Equipment

It is important to keep in mind that many of these items may not meet your consumer-level expectations if used in your home. Commercial cooking equipment:

Is designed for functionality and heavy use commercially, and may not meet your expectations in terms of aesthetics or ease-of-use.
Is often much louder than a comparable non-commercial piece of equipment.
Consumes much more power than consumer-style equipment
Is not insulated as thoroughly as consumer-level equipment and generates much more heat. Many pieces of commercial equipment also require a ventilation hood system, and a fire-suppression system to adhere to local fire and building codes.
Installed in a non-commercial setting would most likely void your homeowner’s insurance and the equipment manufacturer’s warranty.

5

Packaging

Packaging that is used during shipment is designed to keep the contents of your order safe from damage or mishandling of products. On occasion a shipment will be received with damage to the packaging. Because the packaging is designed to protect the products that we ship, compensation will not be offered for packaging damage. If the actual items in your shipment are damaged, please contact us right away so we can arrange for compensation or replacement. Occasionally we will ship items in recycled boxes which may contain descriptions unrelated to the products inside in an effort to be more eco-friendly. This practice also allows us to cut costs on packaging which then is reflected into lower prices on our items. Be sure to inspect the actual items inside of the packaging before refusing a shipment due to incorrect information on the boxes.


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