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Shipping policy

Shipping Policy

We at Online Restaurant Supply want you to have the highest customer satisfaction.  We strive to get the products you need to your door as quickly and inexpensively as possible. The shipping time and amount calculated on our website is the most accurate estimate we can provide; however, the actual shipping costs may differ. If the difference is greater than 15 percent, we will call and/or email you for approval before processing your order.

Shipping Addresses

To keep shipping costs as low as possible and provide you with the best possible service here are some tips when checking out online:

Make sure your shipping address is correct.

If the package is going to a business address (any place other than a residence), then the name of the business must be listed, so that the carrier will know which business the product is delivering to.

PO Boxes may not be listed as the shipping address.

Freight Carriers will not deliver to a PO Box.

Businesses run out of a residence will be considered a residential address and charged as such for any delivery.

Include an accurate phone number when placing on order online. If anything happens with your shipment, we will need the best way to get in touch with you. Carriers often call ahead to verify that someone will be at your business to accept the delivery. If the carrier is unable to reach you, they may not be able to deliver your items.

Multiple Items

We will ship your order as items become available, so there are times when you will receive multiple shipments. Your full shipping charge will only be billed on the first shipment, so you will not see shipping charges on subsequent shipment notifications.

Shipping Partners 

The majority of our products are shipped via FedEx. If you have a preferred carrier, we can make arrangements to use your account. When one of our larger items exceeds the FedEx standard weight and dimension limits, we ship via a freight carrier. If you need an LTL freight shipment delivered on a particular date or time, contact one of our sales team members

We ship off of the standard zones 1-3 day shipping.  

Expedited Shipping Options

We are happy to offer expedited shipping options on many of our products, however, items shipping via a freight carrier must be quoted. At this time we only ship to the continental United States. Please contact us at: 469-930-0340 for more information; ask for the shipping department. 

FedEx Ground® – Ship from our warehouse to you in 1 to 5 business days within the 48 contiguous states. 

FedEx Home Delivery® – Ship from our warehouse to a residential address in 1 to 5 business days within the 48 contiguous states. 

FedEx 2Day® – 2 business days delivery by 4:30 p.m. in most areas.

FedEx 2Day One Rate® – 2 business days delivery by 4:30 p.m. in most areas. This is a flat-rate shipping option for items weighing less that 50lbs.

FedEx Standard Overnight® – Delivered by next business day by 3 p.m.

FedEx Priority Overnight® – Delivered by next business day by 10:30 a.m.

FedEx International Economy® – Shipments going to Canada, Mexico, and Puerto Rico are typically delivered in 2 to 5 business days.

Delivery Options

Our system automatically determines whether your address is zoned in a commercial or non-commercial (residential) area.

Non-commercial Address: A non-commercial address is any house, apartment, or other living space, even if you operate a business from such an address. Schools and churches are considered non-commercial by shipping companies.

Commercial Address: Our freight carriers define a commercial address as any commercial or industrial site with tractor-trailer access or a loading dock that is open during normal business hours (9 a.m. to 5 p.m.). If your item(s) are shipping via freight carrier, in most cases the carrier will contact you to arrange delivery.

Free Shipping

We offer free shipping on thousands of pieces of restaurant equipment and kitchen supplies. Products that qualify for free shipping will display a green "free shipping" label on our product pages

Free, standard ground shipping is only valid on orders shipping to the 48 contiguous United States. Free shipping does not include upgraded services like expedited shipping, inside delivery, white glove delivery, and lift-gate assistance. Remote or hard-to-reach locations may incur additional fees. Customers will be contacted if these fees need to be collected. By working with our shipping partners, including FedEx and freight carriers, we're able to secure competitive rates that keep your final total down.

Freight Receiving Procedures

When an item exceeds the FedEx standard weight limits, we ship via freight carrier. We will contact you with a quote for your approval prior to shipping.  

Inspecting Your Freight Delivery

Before the delivery driver leaves your driveway do the following. (Remember, once the driver leaves, you become responsible for reporting any damages to the freight company. We are not liable for any damages if not reported prior to delivery company leaving premises). 

1. Verify the items being delivered are what you ordered. Unpack everything but be sure to keep all of the original packaging materials. Do not throw out pallets or boxes until you are certain you want to keep everything.

2. Inspect the entire piece of equipment - top to bottom. You are looking for visible and/or concealed damage, so look over everything thoroughly. Concealed damage must be reported and an inspection must be requested within 3 business days.

3. While the driver is present, make note of all damage that you see. Take pictures and call our corporate office at 469-930-0340. Check the products as they are being delivered.

4. Now you have 3 options:

a. NO damage. Accept the shipment and sign off.

b. Slightly damaged. Write down all the damage you see on the acceptance form. If you do not want to live with the damages you see, in the event the carrier does not want to participate in a freight claim, it is best to refuse the damaged piece and call our Customer Care Team immediately. Note the freight bill with "Refused." If you keep the shipment, make sure you note the damage that you see on the bill that you sign. 

c. If the item you ordered is completely damaged refuse the shipment. Please make note of the damage and take photos. Contact us as soon as possible to start the return process.

Please call our offices immediately upon receipt of damaged item so we can help you through the process at 469-930-0340.  Please have your order number, shipping information, and any available tracking numbers when calling.

Liftgate Service

Since items shipped via freight carrier are typically bulky and heavy, you will be asked to select liftgate service at checkout. A liftgate is required for all commercial and non-commercial addresses without a loading dock or tractor-trailer access. A liftgate safely unloads items over 75 pounds from the truck down to ground level. Once the item is on the ground it is your responsibility to move the product inside. For inside delivery or white glove services, you can contact our sales team before your items are delivered to obtain a quote at 469-930-0340.

If you do not select liftgate service at the time of checkout, please be aware of the following:

Liftgate service does not include taking items into your building.

If you add liftgate, white glove, or inside delivery services to your order after the order has been placed, the fees may increase.

The driver will NOT be able to assist in unloading your shipment and that it is solely your responsibility to promptly and safely remove your shipment from the truck.

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