Submit Your Question to a Customer Solutions Specialist

Commonly asked questions:

To register for a The WEBstaurant Store account please visit the following link:

Register for a The WEBstaurant Store Account

You can view our shipping policies via our Policies page.

Learn industry terms and what they mean using our handy Industry Terms Explained Guide.

Account Information

In order to change your user information, you must first be logged in. Once you are logged in, click on My Account. You can add, edit, or view your shipping and billing addresses by clicking the respective links. You can also check current order status, view previous orders, or review items.

To register for an account, click the Register button located in the top left side of our homepage. You will be asked to enter both billing and shipping information. Please note, your billing information must match the information associated with the credit card you are using to place the order. We do not require registration to place an order.

We value your feedback at The WEBstaurant Store, so we would love to hear what you think of our products. To thank you for your feedback, we'll even pay you for your input! You can earn up to $16 in store credit for an approved photo, video and written review. To learn more or to submit a review, please visit the My Account page, log in and click on the Review items I’ve purchased link. You must have a registered account to submit reviews for credit.

The My Account section of WEBstaurantStore.com can be used for a variety of things: changing your user information, checking a current order's status, and viewing past orders. To access the My Account section, while either shopping or viewing the main page, click on My Account at the top of the screen. In order to use the My Account feature you must be a registered user.

You can visit the Password Reset page to have an email sent to you to reset your password.

The Rapid Reorder feature of WEBstaurantStore.com allows registered users to view a list of items that they have bought in the past as well as add these items to their cart. This feature makes it easy to find and order the items that you need the most. In order to use the Rapid Reorder feature you must be a registered user.

The process of adding items to the cart from the Rapid Reorder page is slightly different than other pages where you can add items to the cart. For starters, you must be logged in to view your personalized list of products. After you have begun to shop and have logged in, click on Rapid Reorder at the top of your screen. In order to add items to your cart from the list of products, enter the quantity of each item in the list that you would like and then click on the Add to Cart button at the bottom of the list. If you have more than 10 items on your Rapid Reorder list, click on the Next and Last links to view more.

We encourage you to register with us during the checkout process! Registration is not mandatory to complete checkout, but by registering you receive the following benefits:

  • Access special sections of the site, such as the My Account section, where you can track current orders, view old orders, add items to a "Wish List", and update your billing and shipping information.
  • Reorder quickly by browsing through the items you’ve purchased in the past with our Rapid Reorder feature.
  • Submit product reviews to earn up to $16 per item in store credit under the “Review items I've purchased” section of your account.
  • When contacting Customer Support regarding your order, we can quickly and easily see all past orders for registered users.

All of the information we receive from you in the registration process is transmitted over a secure server and kept in a secure location. You can only access your information after logging in with the unique e-mail and password combination you created during registration, so you can rest easy knowing your information is safe!

Company

As one of the largest food service supply companies on the internet, we are always looking to hire motivated, smart and forward-thinking team members. Please visit our Careers page to learn more.

We are solely an online company so we do not have any store locations.

We receive many such requests for donations from organizations throughout the country and while they are all for worthwhile causes, we are unfortunately limited in what we can do. There are some local organizations and charities that we support each year here in the Lancaster PA area. Regretfully, however, we are not able to grant other requests.

Our Customer Solutions Specialists are available Monday through Thursday 8 a.m. to 12 a.m. EST, Fridays 8 a.m. to 8 p.m. and Saturday and Sunday (chat only) from 9 a.m to 4 p.m. EST. We can be reached by e-mail (help@webstaurantstore.com), Live Chat, or phone to answer any questions you may have!

The WEBstaurant Store has been in business since 2004. Please visit the About Us page to learn more about our company!

Before contacting us, please search our Frequently Asked Questions to see if your question has already been answered! If you have any further questions, you can reach one of our Customer Solutions Specialist Monday through Thursday, 8 a.m. to 12 a.m. EST, Fridays 8 a.m. to 8 p.m. at 717-392-7472, or use our live chat feature to contact us without incurring long distance charges.

Orders

In order to maintain accuracy and efficiency in our order process, we are unable to alter any orders after they have been placed. If you would like to add to or modify your order in any way, please contact a Customer Solutions Specialist to cancel the order so you can reorder exactly what you need. You can also cancel your order from the "My Account" page if its within a few minutes of placing the order. If the option is no longer available, please contact us immediately if you would like to cancel an order! If an order is already processing in our warehouse and being packed to ship, we cannot cancel the order.

Please contact us immediately if you would like to cancel an order! If an order is already processing in our warehouse and being packed to ship, we cannot cancel the order. Our warehouse works on the weekends to package up orders so they are ready for shipment on Monday morning. Although we do not ship on the weekends, if an order is packaged to ship over a weekend and billed out, the order is not able to be canceled.

We do not offer any installation services for equipment purchased through our site. To be sure everything goes smoothly when it comes to installing your new equipment, please consult our handy Equipment Installation Checklist prior to finalizing your order.

Please visit the Track Your Order section of our site or, if you are a registered user, you may log into your account and go to the My Orders section to check the status of your order.

You will be e-mailed a copy of your invoice once your order is placed and also after the order ships from our warehouse. To obtain another copy, log into your account and go to My Orders. You will see an option to “Download Invoice” or “Email Invoice” for each order you’ve placed. If you do not have an account with us, please contact a Customer Solutions Specialist to request a copy.

In stock items usually ship within 1-2 business days.

  • For orders that are shipping Ground via FedEx, click here for a map that will show you what the typical transit time to your location is via FedEx Ground service.
  • For orders that will ship via common carrier, the transit times are the same with a 1 to 2 day variance possible. White Glove Common Carrier delivery service will typically add 3-5 days to the order's transit time.

We ship in stock orders within 1-2 business days. However, occasionally an item will be temporarily out of stock or over-committed which will cause delays in shipping. If you have a time constraint on your order, please feel free to contact us before placing the order and we’ll be happy to check availability for you.

There is no minimum order requirement to purchase from our site. We accept all orders large and small!

Great care is taken when packing your order, but on rare occasions an item may have been missed. If any part of your order is missing, please contact us within 5 business days of receiving your order so we can find a solution for you!

***If your order shipped via Common Carrier, please read carefully!***
If any item or packages are missing, you MUST do the following:

  • Note it clearly on the bill of lading before signing it
  • Keep your copy of the bill of lading
  • Contact us within 1 business day

Unfortunately part of a shipment can occasionally go missing during transit and we must go to the carrier company to start a trace for the missing items or receive reimbursement if the items are ultimately deemed lost. By signing the delivery receipt you are taking responsibility and ownership for the shipment in the condition noted. If part of your shipment is missing and you did not note this in any way on the bill of lading, we CANNOT guarantee any compensation or replacement of the missing items.

Great care is taken when packing your order, but on rare occasions damage may occur. If any part of your order is damaged, please contact one of our Customer Solutions Specialists within 5 business days of receiving your order so we can find a solution for you!

***If your order shipped via Common Carrier, please read carefully!***
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 bill of lading before signing it
  • Keep your copy of the bill of lading
  • Contact us within 1 business day

Our warehouse gives great attention to packaging every order for shipment. Unfortunately damage does occur occasionally during transit and 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 bill of lading, we CANNOT guarantee any compensation for damages.

To save you the hassle of dealing with multiple shipments, we will make every attempt to ship your order in one shipment. 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.

Payment

We accept check payments for orders totaling over $500 (excluding shipping). Please note: once we receive the check there will be a 5 business day waiting period prior to processing your order as your check clears. To expedite the waiting period, you may send a certified check for payment. We can begin processing your order as soon as a certified check is received. If you are interested in paying by check, all you need to do is continue through the checkout process and click on "Click Here to Pay by ACH" located in the "Credit Card Information" box on the Review Order page during checkout. This will give you our account information to transfer the funds for the order and also get the order placed. You can also contact us after the order is placed if you'd like to mail a check, certified check, or do a wire transfer. Please note the order will be on hold until funds are received.

Yes, you may pay with a pre-paid credit card on our site if the card has been registered with a billing address. Please call the number on the back of the card to register. Once the card is registered with a billing address it can be used to check out on our site.

Amazon checkout is available for the convenience of our customers; however Amazon gift cards and Amazon Prime membership benefits are not applicable when ordering on our site.

To protect your personal information, we require all orders to be placed online through our secure server. Unfortunately, we are not able to accept orders via phone or fax. One of our Customer Solutions Specialists would be happy to walk you through the checkout process or answer any questions you may have!

We now offer financing for orders with a subtotal of $500 or more through a 3rd party company, LeaseStation. The lease option will be available in your cart if your pre-shipping charges total is $500 or more and equipment items are at least 90% of the order. Once you fill out your shipping information, you will be redirected to fill out an application for financing with LeaseStation. You will be notified within hours if you've been approved.

Upon approval from LeaseStation, a representative will contact you to:

Discuss the terms of your lease.
Collect a $125 processing and application fee.
Collect the first month’s payment as a down payment.

Once you have received approval, and we receive the funds from LeaseStation (a few business days), we can begin processing your order.

Here at WEBstaurantstore.com, it is our top priority to ensure your personal information is secure! To do this we employ the best security available on the net for transmitting your personal information: SSL. SSL safeguards your information and guarantees your privacy while ordering through our site. You can see SSL is being employed by the lock icon at the bottom of your screen and the 'https' in the address bar, as opposed to the 'http' that is normally there.

We accept Visa, MasterCard, American Express, and Discover card as valid payment options. We are unable to accept Purchase Orders. All orders must be placed online. We require payment in full at the time of sale via a credit card through our secure server, Amazon, Paypal, or Google Checkout. For orders with a subtotal exceeding $500, the option to pay via ACH transfer is available in the credit card payment box on the Review Your Order page at checkout.Financing is also now an option for orders over $500 with at least 90% of the items being equipment items.

You will be charged for your order upon shipment. If for any reason your order must be split up into multiple shipments, you will only be charged when the first item(s) ship out. Any back-ordered items will not incur additional charges.

Your card will be charged in full once the first item(s) on your order ship. When you place an order on our site, an authorization is placed on your funds in 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. On your bank statement these authorizations may show as “pending”, but please keep in mind they are not charges. They are only authorization requests and will only result in a charge when your items ship.

Sales tax will be charged only to those orders being shipped within the states of Pennsylvania, Kentucky, and Nevada. If you are shipping outside of these states you will not be charged sales tax. If you are tax-exempt and shipping to PA, KY, or NV, please visit your My Account page and select Upload Tax Exempt Form or, if you’re not registered, e-mail us a copy of your tax exempt form to help@webstaurantstore.com.

Products

We offer customization for select products on our site. Please visit our Customization page to learn more!

We do not offer free samples of our products. However, many items we sell in smaller, pack quantities that you can purchase to test out the item before committing to a larger order. Sometimes our manufacturers will send out samples of select products to commercial customers. Please contact one of our Customer Solutions Specialists to see if a sample request can be sent to the manufacturer for the items you’re interested in.

All of the products and equipment on our site are new unless they are listed on our Outlet page. Please visit the Outlet page to view our scratch and dent inventory and read more about our Outlet Policies.

If available, our items come with the manufacturer’s warranty as specified on the item description page.

In order to maximize the products we’re able to offer to you, some items on our website 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.

These items are marked "Special Order" underneath the price on the item's page. Please understand that Special Order items may not be able to ship within 1-2 business days like our regularly stocked items. As a result, we encourage you to contact a Customer Solutions Specialist if you have questions about the delivery time of a Special Order item you wish to order!

Let us know! We want to be a one-stop-shop for all of your restaurant equipment and supply needs. We may be able to help you find what you’re looking for and we are always willing to listen to your suggestions for product additions on our site. Many of the newest products being added to our site are a result of our customers’ suggestions. You can utilize the live chat feature on our website or send an e-mail to help@webstaurantstore.com and let a Customer Solutions Specialist know how we can help you get the items you need.

Returns

We are not able to exchange items, however we can set up a Return Authorization so you can return the items you no longer need and place an order for new items. You can create a return by logging into your account, clicking My Orders, then select “Return Items” or by contacting one of our Customer Solutions Specialists.

To create a return, all you need to do is log into your account online, click on "My Orders", then select "Return Items". You can then select the items you'd like to return!

If you do not have a registered account, please contact one of our Customer Solutions Specialists to set up a Return Authorization for you.

Please click here to read about our Returns Policy.

Shipping

Although we would love to be able to use customer's shipping account numbers, we are unable to. With the high volume of orders we do, this would make billing very complicated. Also, should there be any damaged or missing items in your order, we would not be able to submit a claim for you or send you a replacement since the order was shipped under your account.

All orders placed through WEBstaurantStore.com will be shipped to their destination via a commercial carrier. For safety, insurance, and logistical reasons, customers cannot pick-up orders from our warehouse.

Yes! In addition to the United States and Canada, we can ship most items via DHL Express to Australia, Austria, the Bahamas, Bermuda, the Dominican Republic, France, Germany, Guam, Hong Kong, Ireland, Italy, Jamaica, Japan, Mexico, the Netherlands, New Zealand, Puerto Rico, Singapore, South Africa, Spain, Sweden, the United Kingdom, and the US Virgin Islands. We also ship to U.S. based freight forwarders for larger orders; however, you would be responsible for contacting them to set up an account before placing an order. Please note freight forwarders will charge additional fees for their services. Any duties, taxes, or fees from your forwarder are separate from our shipping and handling charges. All of the prices on our website are in U.S. dollars.

Yes, we do ship to Canada! To calculate shipping charges, add your items to the shopping cart. Just below the subtotal, you will see "Shipping and Handling Calculator." Below “Shipping and Handling Calculator,” click the link to enter a non U.S. address, enter your city, select “Canada” from the list of countries, enter your postal code, and then click "Calculate Shipping & Handling." This will provide shipping costs for the items in your cart. Check out ways to save on shipping by watching this video.

http://www.webstaurantstore.com/shopthewss.html

Please note that this figure does not include duties and taxes. Those fees will be billed to you directly from DHL or your international broker.

Unfortunately we are unable to ship to PO or APO/FPO boxes at this time. FedEx requires a street address to complete delivery. 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 us. If you are concerned about delivery to your address, please contact us before placing your order!

You can calculate an estimated shipping cost before you check out right in the shopping cart! To calculate shipping charges, add your items to the shopping cart. Just below the subtotal, you will see "Shipping and Handling Calculator". Be sure to correctly choose "business" or "residential", enter your zip or postal code, then click "Calculate Shipping". This will provide shipping costs for the items in your cart.

Certain large and/or heavy items will be shipped via a common carrier service. These items are indicated as such on their description page as well as in the shopping cart with a red asterisk. All other orders ship via FedEx. Occasionally, when large quantities of items are ordered, we may opt to use a common carrier service even if none of the items in your order are classified as common carrier. Whether your order will be shipping via FedEx or common carrier, the online shipping estimate will tell you exactly how much you will be charged for shipping.

Click here to learn how to save on shipping charges.

The WEBstaurantStore.com is a US based company, so duties and taxes will be assessed on any items shipping outside of the United States. Duties and taxes depend on the types of items being shipped, harmonized codes, and the discretion the customs agents have in evaluating these costs. In general duties and taxes are less than 20% of a shipment’s subtotal, although this number will vary. The charge shown on our site’s shipping calculator will not show these fees.

If your shipment is being sent via DHL (International Air shipping) you will be contacted by DHL directly to collect payment for the duties and taxes on your shipment before any items can be delivered. For international common carrier shipments to Canada, we ask you to provide us with your broker’s name and contact phone number before we begin processing your order. We will contact you before processing the order to inquire which brokerage company you are using if this information has not yet been provided. If you have already determined a broker for your shipment, please note this in the customer comments section of your order!

We can ship to U.S. based freight forwarders for customers wishing to export their items to a country we do not currently ship to. The customer would be responsible for contacting the freight forwarder to set up an account before placing an order. Please note freight forwarders will charge additional fees for their services. Any duties, taxes, or fees from your forwarder are separate from our shipping and handling charges.

If your order is shipping via DHL, they will handle all of the documentation for you and contact you regarding any charges for this service. For common carrier shipments to Canada, we do recommend the use of a broker to process all paperwork. They do charge a fee, which can be discussed directly with the broker. We will provide the Canadian Customs Document and Commercial Invoice with your shipment.

Please note: NAFTA certificates are not a required document and the absence of one will not delay your order being processed through customs. We do request NAFTA’s on all applicable items; however, we are unable to guarantee the manufacturer will supply this documentation.

A broker is an independent contractor paid to facilitate the import of items into your destination country, if shipping outside of the US. If your order is shipping via DHL, they will broker the shipment on your behalf and these charges will be billed to you directly from them. For orders shipped via common carrier to Canada we will contact you before processing the order to inquire which brokerage company you are using. If you have already determined a broker for your shipment, please note this in the customer comments section of your order so we can begin processing right away.

A freight forwarder combines shipments for individuals or companies into truckload lots to transport large orders to their final destination. You can think of a freight forwarder as a travel agent for the shipping industry. International freight forwarders will arrange freight shipments to a customer’s final export location. We can ship to U.S. based freight forwarders for customers wishing to export their items; however, the customer would be responsible for contacting the freight forwarder to set up an account before placing an order. Please note freight forwarders will charge additional fees for their services. Any duties, taxes, or fees from your forwarder are separate from our shipping and handling charges.

A lift gate is a motorized platform attached to the back of the truck that will physically lower your order to the ground. The truck driver will place your order on the ground using the lift gate, and then you are responsible for bringing it inside. Tractor trailers used to deliver common carrier shipments are 56” off the ground. These trailers are designed to unload at a loading dock or with a fork-lift. If your delivery location does not have a loading dock or fork-lift, and the item is too heavy to remove from the trailer by hand, then you will need a lift gate. The charge for a lift gate is $45.00 and can be selected on the Review Order page at checkout.

If you are ordering an over-sized item, like a pizza prep table or chef base longer than 7’, and do not have a truck-level loading dock, we recommend that you select our White Glove Delivery option. These units most often will not fit on a lift gate. Please contact our Customer Solutions Team if you have any questions about your delivery options.

If you select a delivery appointment at checkout, the carrier will contact you when your order arrives at their delivering terminal. They will call you to schedule an appointment to deliver your order within a four hour window. If you are shipping to a residence, a delivery appointment will be required. If you have any doubt about an authorized recipient being available to receive your order, or if you are not always open Monday through Friday between 8:00am and 8:00pm, you will need a delivery appointment and must select this option at checkout. Additional fees will apply if no one is present when delivery is attempted and the carrier is forced to redeliver.

We offer this service to all of our customers at no charge. The Call Before Delivery option can be selected on the Review Order page at checkout.

Unfortunately delivery appointments cannot be made for FedEx ground deliveries, but we will send you a shipping confirmation e-mail with tracking information once your order ships so you can monitor the progress of your shipment online.

Common carrier shipping is necessary when an order is too large or heavy to be delivered ground by FedEx. These items will be delivered to your location by a tractor trailer. Standard common carrier delivery is curbside and does not include unloading the merchandise or delivering it inside your location. You are responsible for unloading the items from the back of the truck and bringing the shipment inside your establishment. If you are not able to do this yourself, please consider adding a Lift Gate or White Glove service to your order.

Standard common carrier delivery options cover the cost of getting an item to your shipping address but our White Glove delivery service does that and more! The White Glove agent will call to schedule a delivery appointment within a four hour window, which gives you the flexibility to work around your busy schedule and to prepare the space where your item will be placed. Upon delivery, trained professionals will unload your item from the truck, bring it into the room of choice, unpack the item and remove all packaging debris from the premises. Please note that White Glove delivery will typically add 5 - 7 business days to your order's transit, and only includes 30 minutes of on-site time. If on-site time beyond 30 minutes is required, you may be responsible for additional fees. Additionally, this service does not include set-up of the items being delivered.

All of our smaller, ground orders are shipped via FedEx for domestic and DHL for international orders. If you need a ground order guaranteed for delivery faster than the standard transit time, we offer Next Day or 2nd Day delivery for qualifying shipments. For larger, palletized orders we use a nationwide network of freight carriers. Standard common carrier is curb-side delivery. If you are in need of inside delivery we also offer a White Glove service for qualifying shipments.

We ship stocked items from our warehouses in Pennsylvania, Kentucky, and Nevada.

Shopping

We publish all of our discount codes, coupons, and contests on our Facebook page or on our blog site (linked below). Please be sure to check both places regularly for the most up to date discount info! In addition, please click here for a list of ways to save on your order, including discount codes, review credits and an exclusive video on WEBstaurant Store shipping.

Unfortunately we do not have paper catalogs available. We carry thousands of items on our site and are constantly adding and updating products, rendering it impossible for us to keep a paper catalog current. Our website contains real-time information on all of our products, and our Content staff works diligently to keep the entire inventory up-to-date online!

We sell to anyone looking for restaurant equipment and supplies! Both individuals and businesses alike may purchase from our site. If you are a residential customer, please review the Home and Non-Food Service information page carefully before placing your order.

After locating the items you're interested in on our site, add the item to your shopping cart by clicking the “Add to Cart” button. Please note there may be a drop down menu above the “Add to Cart” button. If available, you will need to make a selection (color, voltage, size) before adding the item to your cart. While shopping, you can view your cart at any time by clicking the “View Cart” button located in the top left of the screen.

The easiest ways to locate items on our site is to utilize the Product Search feature or Browse by Category. You can search for your items using either the search or advanced search function located above the category listing along the left side of the site. Products are searchable by our item number, manufacturer model number, title, keyword or UPC code. If looking for a more general item, you can Browse by Category along the left side of the screen and use the “Filter these results” function to narrow your search.

If we don't carry an item you're looking for, please contact one of our Customer Solutions Specialists to help locate it for you.

To get to your shopping cart, click on the shopping cart icon at the top right hand side of the screen. You will also be taken to your shopping cart whenever you add an item to the cart.

To place an order, add the items to your shopping cart. Just below the subtotal, you will see "Shipping and Handling Calculator." Be sure to correctly choose "business" or "residential," enter your zip or postal code, and then click "Calculate Shipping." This will provide shipping costs for the items in your cart. Click on either "Checkout using our secure server", PayPal, Amazon, or the Google checkout and follow the prompts to complete checkout.

If you have a large list of products you need –whether it is for an opening order, a season start up, or products that you can’t find—we can provide the quote you need! You can Request a Quote and one of our friendly Special Orders Coordinators will begin preparing a personalized quote for you!

Due to Minimum Advertised Pricing from our manufacturers, we are not able to display our lowest pricing on our site for select items. One of our Customer Solutions Specialists would be happy to give you our lowest price for these items! Please utilize the live chat or call us at 717-392-7472 Monday through Thursday, 8 a.m. to 12 a.m. EST and Friday 8 a.m. through 8 p.m. EST.

Our website displays real-time, wholesale prices and is equipped with a great feature that will help you to obtain a quote. You can obtain a quote by adding all of the items you wish to purchase to the shopping cart. After you have added all of your items, the cart will automatically give you a subtotal. You can also obtain a shipping quote by using our shipping calculator located below the subtotal. Be sure to correctly choose "business" or "residential," enter your postal code, and then click "Calculate Shipping." This will provide shipping costs for the items in your cart.

Learn about great deals, seasonal promotions, new products, and get Coupon Codes for special discounts with our popular e-mailers. Sign up here!

We offer several ways for you to save time and money by purchasing online.
Click here to learn how to get the most out of your experience with webstaurantstore.com.