Policies

In-stock items generally ship in 1-2 business days, but please note this is not a guarantee of a shipment date. For items shipping from the manufacturer, estimated processing times are listed on the item’s page. If we do not have enough stock on hand to fulfill your order, we will send you an email notification within 24 business hours. If you have a time constraint on your order, please respond to that email so that our team can work on a solution for you.

We reserve the right to cancel any order, refund, credit, or reshipment at our discretion without notice. WebstaurantStore also reserves the right to refuse service, terminate accounts, and terminate your rights to use the Services. If we do so, we will not provide any type of reimbursement for termination related to conduct that we determine, in our discretion, violates our policies or any applicable law, involves fraud or misuse of the WebstaurantStore Services, or is harmful to our interests or another user.

Similarly, once an order is placed, we cannot guarantee that it can be cancelled. If you wish to cancel an order, please contact us as soon as possible. A cancellation and/or restocking fee may be deducted from your Return Credit to cover the cost of cancelling the items and/or processing the items back into stock. This fee could be up to 50% of the item(s)’ cost. Customized products are non-modifiable, non-cancellable, and non-returnable.

The installation service will be provided by a WebstaurantStore-certified service partner, and is available throughout the United States to commercial locations only. Installation is only available for new or replacement units at existing facilities. We are unable to complete installation in mobile food trucks and residences. Further, you represent to us that by requesting installation, you have the authority and access to the delivery location. You shall cooperate in providing us or our agent with the necessary access for the delivery and, if applicable, set up of the product. You are responsible for determining the adequacy of the product for your needs and waive any and all claims against us for any conditions, whether known or unknown, to the delivery location and agree to indemnify us for any claims of third parties related to the delivery, unless caused by us.

Installation fees are subject to change based on information provided in the Installation Service Survey, and the assumption that installation will occur during normal business hours of Monday - Friday, 8AM - 5PM. WebstaurantStore will contact you once your order has been placed to finalize your installation service price. Installation services may also add approximately 5-7 business days to the estimated delivery time-frame provided during checkout. Further, the 5-7 business days is an estimate only and not a guarantee for delivery and installation completion.

Once your order is placed, we cannot guarantee that it can be modified. If you wish to modify your order, please contact us as soon as possible. Customized products are non-modifiable, non-cancellable, and non-returnable.

To ensure our customers’ safety online, all orders go through security checks before we start processing them. Please keep this in mind while ordering, as there may be a slight delay before processing for a small percentage of orders. If additional information is needed to help ensure the order’s validity, we will reach out via email. 

As an e-commerce company, our primary form of communication is email. All order updates will be sent to the email address used when the order was placed. For this reason, please be sure to provide a valid email address when placing your order.

If the on-site survey prior to installation is selected for the Installation Service, WebstaurantStore will cover extra fees that occur the day of installation that result in the installation not being successful. WebstaurantStore will only cover these fees if the issues causing an unsuccessful installation were not caught during the on-site survey. If the on-site survey identifies any issues prior to installation that result in additional charges, it will be your responsibility to pay. Our service provider may not require this service for all items, but it may be required if the unit must be taken up / downstairs. Additionally, should you choose to cancel an order that includes the purchase of Full-Service installation, you will still be charged the cost of the site survey that is included in the installation fee. Once the order has been placed, we will contact you via email if any issue related to this should arise.

Pricing on our Services is listed at the wholesale level and updated in real time. Product pages will list known and impending manufacturers' price increases. Unfortunately, this information is not always given to us by our manufacturers in advance of the effective date. For pending alternate payment / not fully paid orders, we reserve the right to apply manufacturers’ price increases to the order amount. If we receive notice of a manufacturers’ price increase on an unpaid order, we will contact you to inform you of the increased price, the additional payment required on the order, and the due date for that payment. Should you not provide the additional payment required on the order, we will cancel the order and refund the payment or issue a Refund Credit. In order to ensure that you receive the most accurate pricing on your order, we recommend that you pay in full prior to the effective date of the increase.

All prices are subject to change without notice. In the rare event that a product is listed at an incorrect price due to a Services’ error, WebstaurantStore will resolve the discrepancy, at our discretion, on all orders placed for the product listed at the incorrect price. This resolution may involve coming to an agreed upon price with the customer or a cancellation of the order, resulting in a full refund. We may elect, at our sole discretion, how to resolve a pricing error. 

If you believe you received the incorrect product, please keep the item(s) unused and in the original packaging and reach out to our Customer Solutions team. They will work with you to reship the correct item or offer a refund. We may require a picture of the incorrect product you received and will cover the cost of return shipping for that item.

You agree that any disputes and claims related to or arising from these Terms and/or your use of this website, including disputes arising from or concerning their interpretation, violation, invalidity, non-performance, or termination, will be resolved through final and binding arbitration under the Rules of Arbitration of the American Arbitration (AAA) Association applying the laws of the Commonwealth of Pennsylvania, instead of in court. An exception is that you may assert claims in small claims court, if your claims qualify.

The arbitration will be conducted by a single AAA arbitrator selected by the parties or, if the parties cannot agree, by appointment from the AAA’s National Roster.  The arbitration will proceed in accordance with the AAA Rules, including the AAA's Supplementary Procedures for Consumer-Related Disputes. The AAA's rules are available at www.adr.org or by calling 1-800-778-7879.

To begin an arbitration proceeding, you must file a Demand for Arbitration with the AAA, according to the AAA’s rules. Payment of all filing, administration, and arbitrator fees will be governed by the AAA's rules. You may choose to have the arbitration conducted by telephone, based on written submissions, or in person in the county where you live or at another mutually agreed location.

We each agree that any dispute resolution proceedings will be conducted only on an individual basis and not in a class, consolidated or representative action. If for any reason a claim proceeds in court rather than in arbitration we each waive any right to a jury trial. We also both agree that you or we may bring suit in court to enjoin infringement or other misuse of intellectual property rights.

These Terms of Use shall be governed by and construed in accordance with the laws of the Commonwealth of Pennsylvania, without giving effect to its conflict of law provisions.

Registered customers can sign-up for 'Shipment Updates via Text' in their account settings to receive an SMS text message when packages are out for delivery, delivered or encounter a problem. Text messages will be sent for all packages shipped after you complete the sign-up process. This service may not be available and/or may not include tracking for packages that are shipped directly from one of our manufacturers. Text messages may also be sent when there is an urgent need for information to continue to process your order. These situations could include (but are not limited to):
•    Payment processing errors
•    Expedited order delays
•    Confirmation of order details
•    Delivery requirements
Text frequency based on user orders. Message and data rates may apply. Customers may opt-out at any time by sending STOP to (717)288-7303 or unsubscribing in their account settings. (Note: if you texted STOP but would like to restart, text START, and make sure your number below is correct.) Responses are unable to be received via text.
Our participating carriers include (but are not limited to): AT&T, Sprint PCS, Metro PCS, T-Mobile®, U.S. Cellular®, Verizon Wireless.

All orders must be placed online through our checkout process. We accept all major credit cards including Master Card, Visa, American Express, and Discover. We are able to accept most prepaid credit cards as long as the card has been registered with a billing address. Only a single credit card may be used to process the order.

We accept check, money order, ACH, and wire transfers for orders with an order total of $500.00 or greater. The order will be placed on hold until payment has been received.

Once payment is cleared, the order will be released to process for shipment. Personal checks are processed on Tuesdays and Fridays and will be held for 5 business days from when they are processed while they clear. All other alternative payment orders will be released as soon as the payment is received, with a minimum of 1 business day delay to receive payment.

Your card will be charged in full once the first item(s) on your order ship or 6 days after the date your order is placed, whichever occurs first. When you place an order using our Services, an authorization is placed on your bank account for the amount of your order. An authorization is a communication from your bank to our payment system letting us know your card is valid and the required funds are available. These authorizations may show as “pending” on your bank statement until the funds are captured. Once the card is charged for the order, the authorization will drop off from your bank statement, typically within 1-2 business days.

Credit and debit card providers differ in how long they will hold an authorization for a pending transaction. If your order has an extended lead time, a member of our Payments team may reach out requesting to charge the card in advance to avoid losing the authorization. Authorizations and/or pending transactions will hold these funds on your bank account, which can result in overdraft fees. WebstaurantStore assumes no liability for fees in the event of such an overdraft.

All pricing is listed in US Dollars ($) on the website. When ordering outside of the United States, the funds captured for an order will be converted to the local currency of the ordering country on your credit card statement. The rate of exchange is locked in when your order ships, not when the order is placed. Credit card companies may also charge a currency conversion fee. Please contact your card issuer for further details.

We offer financing through a third party, Credit Key, who offers traditional financing and Pay in 4 options. If your order was placed using Credit Key, the shipping address cannot be changed. If you are looking to lease with an outside leasing company other than Credit Key, please contact our Payments department at [email protected]. Please see our Support Page page for frequently asked questions about this payment method.

We are unable to accept Purchase Orders as a form of payment since we update our pricing in real time and do not rely on quoted prices. All orders must be placed online and paid for in full at the time of purchase.

Sales tax will be charged on orders shipping to the states of Alabama, Arkansas, Arizona, California, Colorado, Connecticut, Florida, Georgia, Hawaii, Idaho, Illinois, Iowa, Indiana, Kansas, Kentucky, Louisiana, Maine, Maryland, Massachusetts, Michigan, Minnesota, Mississippi, Missouri, Nebraska, Nevada, New Jersey, New Mexico, New York, North Carolina, North Dakota, Ohio, Oklahoma, Pennsylvania, Rhode Island, South Carolina, South Dakota, Tennessee, Texas, Utah, Vermont, Virginia, Washington, Washington DC, West Virginia, Wisconsin, and Wyoming. If you are tax-exempt and shipping to one of these states, visit your My Account page and select Upload Tax Exempt Form to upload your exemption form for review.

Our food and beverage products are designed for commercial use. The suggested shelf life will vary by each item due to the nature of the product. Please review the best by or expiration date of each food or beverage before using the product. 

The information provided through the Services does not, and is not intended to, constitute legal advice; instead, all information, content, and materials available on this site are for general informational purposes only. Information on the Services may not constitute the most up-to-date legal or other information. Laws change regularly, thus, readers of this site should be familiar with the applicable state laws and restrictions. Also, please note that state and local health and safety codes vary. You are responsible for confirming that any items you intend to purchase comply with any such applicable codes. All liability with respect to actions taken or not taken based on the contents of this site are hereby expressly disclaimed. The site content is provided "as is;" no representations are made that the content is error-free.

Select products on our site are able to be customized and are designated by a special banner on their page. You can also see a full list of customizable products at our Customizable Supplies page. These products typically have order minimums, extended lead times, and fees associated with them. Sales, discounts, and promos do not apply to customized products. Customized products are non-modifiable, non-cancellable, and non-returnable.

Certain manufacturers of our customizable products have an over or under run policy of up to 25% of the customizable product quantity ordered. This policy means that the final quantity of customizable products delivered to you may be either 25% over or under the quantity of customizable products that you ordered.

If there is an under run on the quantity of items that you receive from a customizable products order, your original form of payment will be credited the proportional amount of the under run at the time the order is shipped. If your payment was made using wire, ACH, or check, your refund will be in the form of a Refund Credit. See Refund Credit for terms and restrictions here. If there is an over run on the quantity of items that you receive from a customizable products order, your original form of payment will be charged the proportional amount of the over run at the time the order is shipped. If you have any questions about whether a certain customizable product is subject to an over or under run policy prior to placing an order, please contact [email protected]. Otherwise, our Custom Quote team will be in contact with you after an order is placed to advise you of any over or under run policy applicable to your customizable product.

By placing a customizable product order on the Website, you give us the express authority to charge your original form of payment for any overrun of customizable product that you receive as long as the overrun is equal to or less than 25% of the customizable product quantity ordered.

Compatible Models are listed as applicable and kept as accurate and up-to-date as possible. If you have any questions or concerns, feel free to contact a Customer Solutions Specialist before placing your order.

Equivalent Items and any associated illustrations or descriptions are presented for your reference. These are items which, based on available manufacturer information, are suitable replacements for the stated original item. These equivalent items are not necessarily authorized, sponsored, or endorsed by the manufacturer of the stated item, or by the manufacturers of equipment compatible with the stated item; any OEM names mentioned are registered trademarks.

Our Images Department makes every effort to portray the color of an item as accurately as possible on our Services. However, depending on your device settings, the color of an item may appear different than in person. We cannot guarantee the accuracy of the color displayed on your device or that the product you receive will match the color depicted on your device.

Certain types of products, such as textiles and fabrics, are subject to dye lot variations inherent to their manufacturing process. If you are trying to match an existing product in your possession, please contact us and we will accommodate your request to the best of our ability.

We try to provide the most accurate images of our products as possible. However, some product images prove difficult or impossible to obtain. In these cases, we will use the closest representative image we can find for the product. These representative, illustrative images may show optional accessories or features, or may be an image of a similar product.

Therefore, we recommend that you carefully read the product description and other related product literature such as Specification Sheets, SDS Sheets, etc., before placing your order. If you have any questions or concerns about a product after reading the description and product literature, please contact us.

At WebstaurantStore we try very hard to always have the lowest prices. If you find a lower price from one of our competitors, including delivery, please bring it to our attention with our ask us form. We will do our best to beat the advertised price.

From time to time, you may be eligible to receive Refund Credits or Promotional Credits from us, as described in these Terms.  “Refund Credits” are store credits offered instead of cash when an item is returned or exchanged.  Refund Credits have no cash value and cannot be redeemed for cash. Refund Credits can be redeemed only for merchandise or services offered online at www.webstaurantstore.com. Additional restrictions may apply.

“Promotional Credits” are credits offered as a gift, marketing incentive, or for customer satisfaction. Promotional Credits have no cash value, cannot be redeemed for cash, are nonrefundable, and are not intended to reimburse any value paid for any goods or services. No consideration is paid for Promotional Credits. Promotional Credits can be redeemed only for merchandise or services offered online at www.webstaurantstore.com. Promotional Credits expire twelve (12) months after issuance. Additional restrictions may apply.

Because we are a bulk distributor for food service supplies, we make sure to advertise our lowest prices on our Services, including discounts we receive from our vendors that are passed onto our customers. On occasion we will provide sales and coupon codes to receive further discounts off the original price of the item. To ensure the discount is received for sales, items should be purchased as soon as possible. Coupon codes for items on our Services will have an expiration date associated with them. Coupons and discounts will only be honored on orders that are placed while the coupon/discount is valid. Discounts do not apply to already discounted products and cannot be used in conjunction with other offers. Some coupon codes may only apply to WebstaurantStore Plus Members.

Pricing that is advertised on sources outside of our Services may reflect incorrect prices compared to what we currently offer. The prices on our Services are regularly updated to ensure accurate, real-time pricing; however, search engines and coupon code websites may not always provide the most up-to-date prices. Prices and coupon codes that are not valid will not be honored at checkout.

WebstaurantStore offers product samples on select Acopa items. For other items, we recommend purchasing a smaller pack size, when available, before committing to a larger order. Sometimes our manufacturers will send out samples of select products to commercial customers. Please contact Customer Solutions to see if a sample request can be sent to the manufacturer for the item(s) you’re interested in.

"Works With" items are products that generally work with the item you are viewing, such as lids that will fit a cup or casters that will fit a piece of equipment. If an item is not listed in the "Works With" section on a particular product page, then we do not guarantee that it will work with the product you are viewing and do not recommend that you purchase them for use together. If you have any questions or concerns, feel free to contact a Customer Solutions Specialist before placing your order.

If a manufacturer’s warranty is available for a product, the details of the manufacturer’s warranty can be found listed in the product description, or as a downloadable link on the product's page. All manufacturers’ warranties are handled based on the manufacturers’ warranty policies and procedures applicable to their products. Since manufacturers' warranty policies vary, please contact a Customer Solutions Specialist to verify warranty information before placing your order. EXCEPT FOR WARRANTIES PURCHASED DIRECTLY FROM US TO A PRODUCT OR THE MANUFACTURERS’ WARRANTY SPECIFICALLY IDENTIFIED TO A PRODUCT, THE WEBSTAURANTSTORE DISCLAIMS ALL OTHER WARRANTIES OF ANY KIND FOR ANY PRODUCT ON THIS WEBSITE, EXPRESS, IMPLIED, STATUTORY, OR OTHERWISE, INCLUDING, BUT NOT LIMITED TO, ANY WARRANTIES OF MERCHANTABILITY, FITNESS FOR A PARTICULAR PURPOSE, COURSE OF DEALING, USAGE OF TRADE, AND NON-INFRINGEMENT.

IF YOU PURCHASE AN ITEM FROM US AND YOU USE THE ITEM AS PART OF YOUR MANUFACTURING OR CREATING A SEPARATE FINISHED PRODUCT THAT USES THE ITEM PURCHASED FROM US AS A COMPONENT FOR THAT PRODUCT, YOU ARE RESPONSIBLE FOR ANY AND ALL LIABILITY TO THE FINISHED PRODUCT YOU HAVE MANUFACTURED OR CREATED. 

THE FOREGOING DOES NOT AFFECT ANY WARRANTIES THAT CANNOT BE EXCLUDED OR LIMITED UNDER APPLICABLE LAW.

Limitation of liability. TO THE FULLEST EXTENT PROVIDED BY LAW, IN NO EVENT WILL WE, OUR AFFILIATES, OUR RELATED COMPANIES, OR OUR LICENSORS, SERVICE PROVIDERS, EMPLOYEES, AGENTS, OFFICERS, OR DIRECTORS BE LIABLE TO ANYONE FOR DAMAGES OF ANY KIND, UNDER ANY LEGAL THEORY, ARISING OUT OF OR IN CONNECTION WITH YOUR USE OF (OR INABILITY TO USE) THE PRODUCTS, THE SERVICES RELATED TO THE PRODUCTS,  OR ANY INTERRUPTION, INACCURACY, ERROR, OR OMISSION, REGARDLESS OF THE CAUSE, INCLUDING ANY DIRECT, INDIRECT, SPECIAL, INCIDENTAL, CONSEQUENTIAL, OR PUNITIVE DAMAGES, INCLUDING, BUT NOT LIMITED TO, PERSONAL INJURY, PAIN AND SUFFERING, EMOTIONAL DISTRESS, LOSS OF REVENUE, LOSS OF PROFITS, LOSS OF SALES, LOSS OF PRODUCTS, GOODS, OR PROPERTY, INCLUDING, BUT NOT LIMITED TO, FOOD SPOILAGE, LOSS OF BUSINESS OR ANTICIPATED SAVINGS, LOSS OF USE, LOSS OF GOODWILL, LOSS OF DATA, OR LOSS OF ANY OTHER ECONOMIC ADVANTAGE, AND WHETHER OR NOT CAUSED BY TORT (INCLUDING NEGLIGENCE), BREACH OF CONTRACT, OR OTHERWISE, EVEN IF FORESEEABLE.

THE FOREGOING DOES NOT AFFECT ANY LIABILITY THAT CANNOT BE EXCLUDED OR LIMITED UNDER APPLICABLE LAW.

A restocking fee will be deducted from your return credit to cover the cost of processing the items back into stock. This fee is 20% of the item(s)' cost for items delivered to commercial locations and 30% for residential locations.

With a few exceptions, regularly stocked products can be returned within 30 days of receipt as long as the product is unused, undamaged, and in its original packaging. We are unable to accept returns for consumable products and customizable products. Similarly, not all Special Order products or products shipped directly from the manufacturer (“Drop Ship Products”) can be returned. Except for original payments made by wire, check, ACH, or through a leasing agreement (each an “Alternative Payment Method”), a refund will be issued to the original payment method upon receipt and inspection of all the returned Products. If your payment was made using an Alternative Payment Method, your refund will be in the form of a Refund Credit. You will also receive a refund in the form of a Refund Credit if we are unable to process a refund to your original payment method (for example, if your credit or debit card has been closed). See Refund Credit for terms and restrictions. Regardless of the form of refund you receive, shipping charges paid at the time of checkout will not be credited along with the return. Also, an applicable restocking fee will be deducted from the amount due to cover the cost of processing the items back into stock. This fee is 20% of the item(s) cost for orders delivered to commercial locations and 30% for orders delivered to residential locations. You are responsible for the cost of return shipping. This includes any brokerage fees, duties, and taxes for international returns.

Any return requests for Special Order or Drop Ship Products must be issued by our Customer Solutions Specialists. Learn how to create a return.

We are unable to accept returned consumable products. This allows us to ensure the products are good to use, untampered with, and have adequate shelf life.

It is your responsibility to ensure that you/your organization is eligible for tax exemption. If you're unsure, contact a tax professional for advice before you continue.

Please only upload your tax exemption documents if we currently charge tax in the state(s) you plan to ship to. Sales tax will be charged on orders shipping to the states of Alabama, Arkansas, Arizona, California, Colorado, Connecticut, Florida, Georgia, Hawaii, Idaho, Illinois, Iowa, Indiana, Kansas, Kentucky, Louisiana, Maine, Maryland, Massachusetts, Michigan, Minnesota, Mississippi, Missouri, Nebraska, Nevada, New Jersey, New Mexico, New York, North Carolina, North Dakota, Ohio, Oklahoma, Pennsylvania, Rhode Island, South Carolina, South Dakota, Tennessee, Texas, Utah, Vermont, Virginia, Washington, Washington DC, West Virginia, Wisconsin, and Wyoming.

Review the information below carefully. Incomplete or incorrect documents cannot be accepted, and you will be asked to complete the form correctly and in its entirety.
•    We need documentation on file to attach to your account before we can review it for tax exemption. A tax ID number alone will not suffice.
•    You are responsible for providing the correct and completed forms and knowing the rules and responsibilities of making tax-exempt purchases or purchases for resale.
•    The tax exemption team is unable to edit tax documents on your behalf. Any documents requiring additional information will need to be completed by the purchaser. Be sure all information in your documentation is legible. If we cannot read the information on the form, we are unable to accept it.
•    If your account is set up as tax-exempt for all orders shipping to a particular state(s) due to reselling, manufacturing, or another special tax circumstance, please note that all orders placed through the account that ship to that state will automatically have the tax exemption applied. There is not an option to alter which items/orders are eligible/ineligible for exemption at check out. If you plan to place orders that do not qualify for tax exemption, please do so using a non-exempt account.
Note that tax exemption is reviewed for each state individually. This means that if you have a tax exemption form for a specific state it is valid only for orders shipping to that state.
•    Please allow 7-8 business days for our Tax Team to respond via email to your request.
It is your responsibility to ensure that the email address on file with your account is active and the best email to reach you. WebstaurantStore will not assume responsibility for providing tax exemption on applicable orders if we do not receive a reply from you in the event that additional information or documentation is requested. We may elect to cancel your order if we determine, in our sole discretion, any statement may be false or misleading regarding your tax exemption.  If at any time your tax exemption status is determined by us, in our sole discretion, to be inaccurate, revoked, or withdrawn, then the taxes will become immediately due and paid by you. 

If a shipping address needs to be changed once an order has been processed, carriers will charge a reconsignment fee to update the shipping address.

If an address change is requested, we will contact you via email regarding the amount of the carrier's fee. If we do not receive confirmation regarding the fee and address change, we will leave the address as it was originally entered during the checkout process. If your order was placed using Credit Key, the shipping address cannot be changed.

Please note that if the carrier attempts delivery to the original address and they are unable to deliver, redelivery fees may apply in addition to any reconsignment fees.

By requesting a 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 and is only applicable to the item(s) in your order shipping via common carrier. A 4-hour delivery window is typical; this may vary by carrier and shipping destination.

A "Call Before Delivery" is required for residential deliveries and recommended for businesses with irregular hours (deliveries occur Monday through Friday, 8:00 a.m. to 5:00 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 or if you cannot accept delivery within a reasonable date of the carrier’s first contact request.

If a delivery is unable to be completed because a "Call Before Delivery" was not selected during checkout, 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.

For common carrier deliveries, carriers will typically allocate 15 minutes for the completion of your delivery. Excessive delays during delivery could result in the carrier charging detention fees. Additionally, if you are not able to accept the shipment in a reasonable timeframe and cause the carrier to hold your shipment at their terminal, fees may be applied by the carrier for storage of your shipment. Being prepared for delivery ahead of time will ensure a timely and smooth delivery process. View our Common Carrier Shipments page for more information.

Orders shipped into Canada may incur additional duties, taxes, and other fees to cross the border. These charges will be billed to you directly from the carrier and will not be reflected in our shipping costs at checkout.

Orders shipped via common carrier require a broker to facilitate the import of your items into Canada. If you did not provide your broker’s information during checkout, we will contact you to obtain this before processing your order.

We aim to ship orders to Canada in one shipment, but it is not always possible due to stock levels in our warehouses. If we cannot ship your order in one complete shipment, you will be responsible for any additional brokerage fees.
CARM: CBSA Assessment and Revenue Management Project
The CBSA (Canada Border Services Agency) Assessment and Revenue Management (CARM) project aims to modernize and simplify the collection of duties and taxes for commercial goods imported into Canada. Once implemented, it will provide a modern interface for importing into Canada, give importers self-service access to their information, reduce the cost of importing into Canada, and improve the consistency of compliance with trade rules.

To learn more about CARM, who it affects, and its release date, view the section What is CARM and how will it affect me? on our FAQ page.

Commercial carriers will deliver the vast majority of our products to a residential shipping address. If you don’t have an account set up and you operate a business out of your home, you must select "residential" in your shopping cart because the carriers still consider your address residential. If you create an account, our system will automatically select “residential” for your address in this situation.

Additional fees may apply if you are shipping to a limited access location, such as a university, prison, military base, or country club.

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, please contact us immediately. 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 contact you to discuss a resolution.

For more information, watch this informative video about Common Carrier Shipments.

Upon receiving your order, please inspect it for any damaged, lost, or missing items. If any part of your order is missing or damaged, please keep the items and packaging and contact us within 5 business days of receipt so we can find a solution for you. We may request pictures of the damage to help with this process.

There are rare occasions where our carriers may lose a shipment. In these situations, please contact us immediately. Traces with ground carriers take approximately 1-3 business days to complete. If your shipment is found, we will instruct the carrier to delivery to your location. If it is deemed lost, we will contact you to discuss a resolution.

Due to the strict time-frame we have to deliver refrigerated and frozen food items to you in acceptable condition, if an item is damaged or missing, please contact us within 1 business day of your shipment’s original ETA so we can find a solution for you. We may request pictures of the damage and for you to take a picture of the temperature of the item to help with the process.

You are responsible for checking the internal temperatures of refrigerated and frozen products immediately upon delivery to ensure they are received at food-safe temperatures according to the U.S. Department of Agriculture’s (USDA) guidelines. Please contact us within 1 business day of your shipment’s original ETA if you have any concerns about the temperature or conditions of your shipment. Once the shipment is received you are responsible for storing or handling the items properly to maintain food safety.

Our warehouses strive to have orders processed and ready to ship within 1-2 business days. Most products ship from one of our warehouses within the U.S. However, since some items will be shipped directly from the manufacturer, delivery times may vary. Common carrier deliveries typically range from 1 to 10 business days for delivery, depending on your proximity to the shipping location. Ground shipping can typically take anywhere from 1 to 7 business days. If your delivery time is over a holiday, please add an additional day for delivery. Our warehouses observe the following holidays: Christmas, New Years, Memorial Day, 4th of July, Labor Day and Thanksgiving. Shipping companies may observe additional holidays. All standard ground delivery times and common carrier shipments are estimates and are not guaranteed.

Ground delivery will occur on business days (Monday-Friday) for commercial locations and seven days a week for residential locations. Expedited delivery will only occur on business days, regardless of delivery location type.

If you need your order more quickly, you may select Second Day or Next Day in your shopping cart (availability dependent on your location). These options guarantee that, as long as the items you’re ordering are in stock, the order will be prioritized in our system and arrive by the end of the following business day (Next Day), or the end of the second business day (Second Day). These options are not available for common carrier orders however, some shipping companies offer a dock pick up as an option but is not guaranteed. If it is an option to pick up at the shipping company's dock, please note that the shipping cost remains the same and there is no discounted shipping when a dock pick-up occurs. Inclement weather may cause shipping delays that are not covered by this guarantee.

These orders must be placed before 2:00 p.m. EST to ship same day and are only available for delivery on business days (Monday through Friday). For orders shipping directly from the manufacturer, shipping cutoff times may vary. Next & Second Day orders received after 2:00 p.m. EST will be processed on the following business day.

View Ground delivery estimated days-in-transit map.

View Common Carrier delivery estimated days-in-transit map for KY warehouse.

View Common Carrier delivery estimated days-in-transit map for PA warehouse.

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View Common Carrier delivery estimated days-in-transit map for OK warehouse.

We primarily ship throughout the U.S. and Canada. We also fulfill small parcel shipments to select countries internationally. We are unable to ship to PO boxes, APO/FPO boxes or Viabox at this time. If you plan to ship to a carrier terminal or store location such as a FedEx or UPS Store, please be aware that carriers will not accept deliveries from one another. If a shipping carrier deems your address inaccessible for delivery, they will make final delivery at the closest shipping terminal or return the shipment to our warehouse. Contact Customer Solutions if you have any questions.

In addition to the United States and Canada, we can ship most items via an international air service to the following countries:
•    Austria
•    Bahamas
•    Bermuda
•    Brazil
•    Canada
•    Colombia
•    Dominican Republic
•    France
•    Germany
•    Guam
•    Hong Kong
•    India
•    Ireland
•    Italy
•    Jamaica
•    Japan
•    Malaysia
•    Mexico
•    Netherlands
•    New Zealand
•    Norway
•    Philippines
•    Puerto Rico
•    Singapore
•    South Africa
•    Spain
•    Sweden
•    Trinidad and Tobago
•    United Kingdom
•    U.S. Virgin Islands

We also ship to U.S. based freight forwarders; however, you are responsible for contacting them to set up an account before placing an order. Freight forwarders will charge additional fees for their services, which are separate from our shipping and handling charges. We are unable to accept and load customer containers directly from our warehouse locations.

The WebstaurantStore is a U.S.-based company, therefore duties and taxes will be assessed on any items shipping outside of the United States. Duties and taxes depend on the type of items being shipped, harmonized codes, and the discretion the customs agents have in evaluating these costs. Customs-related fees (i.e. inspection fees, storage fees, warehousing fees, etc.) are the responsibility of the customer and their broker. The charge shown on our website’s shipping calculator will not account for these fees.

To be sure everything goes smoothly when it comes to installing your new equipment, please consult our handy equipment installation checklist at the following link prior to finalizing your order: Equipment Installation Checklist

If your order is being shipped to a U.S. based freight forwarder, all of our Shipping Policies apply when it is received into their warehouse. WebstaurantStore will not be held responsible for any damaged and/or missing items or material differences should the freight forwarder not follow all applicable Shipping and Returns policies, or should such issues occur in shipment from the freight forwarder’s location to the final destination.

When shipping to a freight forwarder that will then facilitate the export of the items outside of the US (routed export transaction), it is your responsibility to determine any export license requirements, to obtain any export license or other official authorization, and to carry out any customs formalities for the export of the goods.

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. A liftgate may not be available for orders containing frozen or refrigerated items. In this case, the driver will be responsible for hand-unloading the items from the truck in place of the liftgate service.

Some items, such as large outdoor ice merchandisers or very long pizza prep tables, may be too large or heavy for a liftgate and will require a truck-level loading dock. These items are noted as such under the “Customer Q&A” section on the item’s page. If you place an order for one of these items and select Liftgate at checkout, our team will reach out to you to confirm that you have the means to unload without a liftgate. If you confirm that you do have the means to unload, and we proceed with the order, it will be your responsibility to ensure successful delivery. If the carrier arrives with the item and you do not have the means to unload it, you will be responsible for any resolution costs needed to facilitate successful delivery. If delivery is not successful, the item will be returned, and you will be credited for the subtotal of the item(s) minus a restocking fee and the return shipping cost. If you are unsure, please contact our Customer Solutions Team before placing your order.

While WebstaurantStore is designed specifically for those in the commercial food service industry, we will ship most items to residential customers. As a residential customer, please consider the following information when placing your order:

Our refrigeration and cooking equipment are designed for commercial use and are not intended for residential use. Commercial refrigeration and 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.
The right is reserved to deny shipment for residential usage; if this occurs, you will be notified as soon as possible.

For more information, please see our policies regarding Generic/Unbranded Items, Images and Image Colors.

The vast majority of our products can be shipped with a parcel carrier to a residential address. Bear in mind that these carriers charge more to ship to a residential address versus a commercial address. This difference is usually several dollars but varies by region, and will be reflected in your shipping charges.

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.

In order to control the amount of time perishable items are in transit, they are only shipped on select days of the week based on which shipping method you choose.

Ground: Orders ship Monday through Wednesday.
Second Day: Orders ship Monday through Wednesday.
Next Day: Orders ship Monday through Thursday.
Common Carrier: Orders ship Monday through Friday.

Orders placed after the cutoff will ship the following Monday. If you purchase refrigerated or frozen items, an additional surcharge will be added to your shipping and handling fee for each of these items. This fee will be reflected in your shopping cart at the time of checkout.

Our shipping and handling fee covers the costs of processing, handling, packaging, and delivering your order. These rates differ depending upon whether you are a residential or commercial customer. To ensure the appropriate shipping and handling fee is calculated for your purchase, you must select either “residential” or “commercial” in your shopping cart. Your final shipping and handling fee will be calculated during the checkout process after your shipping destination and customer type is entered. We use this information to determine the most efficient shipping carrier for your order based on our warehouse location, your shipping address, and the shipping tables provided by our carrier partners.

In order to maximize the products we’re able to offer to you, some items are not normally stocked in our warehouses. These items may be shipped directly to you from the manufacturer, or brought into our warehouse with our next stock order from the manufacturer and then shipped to you.

Please note - we are not always able to cancel special order items once the order is placed and may not be returnable.

While we do try to consolidate shipments as much as possible, we cannot guarantee every item will ship together due to where items are sourced from. If multiple shipments of your order are required, the full amount of the shipping costs will be charged in the first shipment. If you want part of your order sent expedited and the other part sent using standard Ground, please place two separate orders.

All orders placed through WebstaurantStore will be shipped to their destination via a commercial carrier. For safety, insurance, and logistical reasons, customers cannot pick-up orders from our warehouse. Due to the high volume of orders we process daily, we are unable to use our customers' shipping account numbers.

If your payment was made using an Alternative Payment Method, your refund will be in the form of a Refund Credit. You will also receive a refund in the form of a Refund Credit if we are unable to process a refund to your original payment method (for example, if your credit or debit card has been closed). 

If you elect to have one or more products auto-reordered from our website ("Auto-Reorder"), you agree to accept the Terms of Sale, including but not limited to this specific auto-reorder section concerning each Auto-Reorder purchase. Prior to each Auto-Reorder, you will receive a pre-shipment email connected to your account (“Pre-shipment Email”), which can be found in My Account.  
 
By electing to enroll in our Auto-Reorder program, you are agreeing to the continuous purchase of products you have selected to be purchased at your elected frequency of purchase and shipped to the address indicated in the Auto-Reorder. You may change your Auto-Reorder for each product, including the frequency of purchase, shipping address, and payment method by logging into the My Account section of the website. These changes must be made prior to the deadline date identified in the Pre-shipment Email. If you do not cancel or change the Auto-Reorder before this date, your order will be deemed authorized by you, and a payment transaction will be placed using the payment method identified in your My Account section of the website.  By signing up for continuous shipments on Auto-Reorder, you are expressly authorizing us to charge your selected payment method on a recurring basis for each product’s price at the time of the Auto-Reorder sale date. If you want to cancel the Auto-Reorder you may do so by cancelling the sale in your My Account section of the website or contacting our customer service.  
 
Your Auto-Reorder does not guarantee the availability of product(s) and pricing for each product is subject to change. The price you paid for a product in a prior Auto-Reorder may not be the same price as the next Auto-Reorder purchase. You should review the price for each product on the deadline date designated in the Pre-shipment Email to make sure you agree with the price of the product.  
 
We reserve the right in our sole discretion, and without notice to you, to change these Terms of Sale, including but not limited to these terms to the Auto-Reorder purchases. If any change to Terms of Sale is found invalid, void, or for any reason unenforceable, that change is severable and does not affect the validity and enforceability of any remaining changes or conditions. Your continued use of the Auto-Reorder after we make any change to the Terms of Sale is hereby deemed your acceptance of any and all changes. If you do not agree to any changes to the Terms of Sale, you must cancel your Auto-Reorder.