Important Information about your Delivery!

Please sign for your shipment after you have checked to make sure it arrived to you safely!

Look for any indication of damage or tampering to the packaging of your shipment and make note of it when signing for your delivery. If the packaging shows any evidence of a problem, truck drivers are able to wait up to 15 minutes while you break the shrink wrap and inspect individual items for any damage, and make sure the correct amount of pieces were delivered. If any item is clearly damaged or missing, or if you have any doubt about any item being damaged or missing, you MUST do the following:

  • Note it clearly on the delivery receipt before signing (ie - "missing 3 pieces", "holes in packaging", "multiple dents on table", etc).
  • Keep your copy of the delivery recepit.
  • Contact us within 1 business day.
  • Keep the damaged packing materials for inspection.
  • Take pictures of the damaged items and packaging.

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. By signing your name on the delivery receipt without noting any damages, you are stating that you have received your shipment in acceptable condition.

Equipment and special order items cannot be returned. Regularly stocked, non-equipment items may be returned within 30 days from receipt of your order provided they are unused and in the original manufacturer packaging. A 20% restocking fee will apply to such returns. If you wish to return any part of your order, you must contact us first for additional information before sending your order back to us. The return-shipping fee is your responsibility.

What is liftgate service?

A liftgate is a motorized platform attached to the back of the truck that will physically lower your order to the ground so that you can take it inside your business or home. The truck driver will place your order on the ground using the liftgate and you are responsible for bringing it inside.

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 charge for the liftgate is $45.00 but additional fees will apply if a liftgate is added after checkout.

Some items like large outdoor ice merchandisers or very long pizza prep tables may be too large or heavy for a lift gate and will require a truck-level loading dock. If you do not have one, we recommend selecting White Glove delivery. If you are unsure, contact our Customer Solutions Team!

What is a delivery appointment?

Select this FREE service option at checkout, and the carrier will contact you to schedule a delivery appointment, usually within a 4 hour window. Remember, for residential addresses, a delivery appointment is required.

We also suggest a delivery appointment for our commercial customers if there is any doubt that an authorized recipient will be available to receive your order, or if you are not always open Monday through Friday between 8:00 AM and 5:00 PM as this is generally the timeframe carriers deliver within. If no one is available to sign for the delivery, you will be charged additional fees when the carrier is forced to redeliver. Also, please keep in mind that if you require a time-specific delivery appointment, in which the typical 4 hour window needs to be shortened, additional fees will apply.