Orders

Availability

Occasionally we will temporarily run out of stock of an item due to high demand. If this is ever the case for an item you ordered, we will send you an out-of-stock e-mail within 24 business hours. If you have a time-constraint on your order please respond to the e-mail and our Order Support team will work on a solution for you! You can also feel free to contact a Customer Solutions Specialist to check stock on the items you’re purchasing before your order is placed to ensure availability.

Canceling/Modifying an 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 guarantee that the order can be canceled. 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!

Our warehouse works on the weekends to package orders up 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.

If we cannot cancel an order because it has already shipped from our warehouse, please see our returns procedures.

Orders

Online Security

Please note to ensure our customers’ safety online, all orders go through security checks before we start processing them. Keep this in mind while ordering, as there may be a slight delay between when you place the order and when we start processing it. For a small percentage of orders, we may request additional information via email to help ensure the order’s validity.

Payment Methods

Charges and Authorizations

Charges are only billed to your credit card once your items ship from our warehouse. You will be charged for the total order at the time of the first shipment, even if your items will be shipped at several different times. 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.

Please note that credit card companies may differ in how long authorizations are held.

Check Payments

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 wire transfer. Please note the order will be on hold until funds are received.

Credit Card (Preferred Method)

We ask that all orders be placed online via credit card payment. From the shopping cart, you have the option to check out using our secure server, Amazon, PayPal or Google Checkout. We accept all major credit cards including MasterCard, Visa, American Express and Discover.

Currency

All of our pricing is listed in US funds. When ordering outside of the United States, the funds are converted to the local currency of the ordering country on your credit card statement. Since we only charge items as they are shipped, the rate of exchange is locked in at the time your order is shipped, and not when the order is placed. Credit card companies may charge a currency conversion fee. Please contact your bank for further details.

Financing

We now offer financing for orders with a subtotal of $500.00 or more through a 3rd party company, Time Payment. The lease option will be available in your cart if your pre-shipping charges total is $500.00 or more and equipment items are at least 70% of the order. Once you fill out your shipping information, you will be redirected to fill out an application for financing with Time Payment. You will be notified within hours if you've been approved.

Upon approval from Time Payment, a representative will contact you to:
1. Discuss the terms of your lease
2. Collect the first month’s payment as a down payment

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

Note: Financing only available for orders within United States.

Prepaid Credit Cards

Most prepaid credits are accepted. Please note that all credit card companies have differing policies for how long authorizations are held. Please contact your credit card company with any questions.

Purchase Orders

Unfortunately, we are unable to accept Purchase Orders. All orders must be placed online and paid for in full at the time of purchase. Our preferred method of payment is via credit card through our secure server, but if your order is over $500 (excluding shipping) you may pay by check or wire transfer.

Wire Transfers

We accept payments by wire transfer for orders totaling over $500 (excluding shipping). For more information, please email us at help@webstaurantstore.com and one of our Customer Solutions Specialists will be happy to assist you!

Privacy Policy

Cookies

In order to uniquely identify each customer, The WEBstaurant Store uses cookies. No, not grandma’s chocolate chip cookies – a cookie is a file that is placed on your hard drive by the web browser. Cookies do not divulge any personal information about you. They are solely used as an identifier. In the case of The WEBstaurant Store site, cookies allow us to keep track of things like what is in your shopping cart and when you are logged in. In order to shop on our site, you must have cookies enabled!

To find out how to enable your cookies, click on the link below that corresponds with your browser type and follow the instructions!

Google Chrome
Internet Explorer
Mozilla Firefox
Safari

Information Collection & Use

The WEBstaurant Store is the sole owner of the information that is collected from customers on this site. We do not share any information about you with third parties in any way. Customer information is used by The WEBstaurant Store to:

  • Process orders
  • Provide a personalized shopping experience for registered customers
  • Send e-mail newsletters full of specials and helpful information to those who opt to receive them
  • Monitor traffic patterns to improve our site's functionality and user-friendliness

We collect customer information with one goal in mind: Serving you to the best of our ability!

Off-Site Links

At The WEBstaurant Store, we work hard not only to provide customers with great products and service, but also tons of helpful food service industry information . In order to view some of this information, you may be directed to a different web site. We are not responsible for the privacy practices or content of other websites. Be mindful when you are traveling off of The WEBstaurant Store and onto another website. If you have any concern about the other site's privacy policy, we urge you to read its privacy practices.

Registration

At The WEBstaurant Store, we strongly 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 ones, 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.

Security

At The WEBstaurant Store, we make ensuring your security while shopping on our site a top priority! 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.

Sharing Information

At The WEBstaurant Store, we use outside companies to ship orders and to process credit card transactions. We only provide these companies with the appropriate and necessary information. They do not store, share, or retain this information in any way.

Tell a Friend

When you elect to refer The WEBstaurant Store to a friend, we ask for your friend's e-mail address to send the referral. Your friend can rest assured, after the referring e-mail is sent we do not store your friend's e-mail address. It is solely used to send the one time e-mail.

Updating User Information

Registered customers can update their user information at anytime by logging in and accessing the My Account section of our site.

Products

Color Policy

Our Images Department makes every effort to portray the color of an item as accurately as possible on our site. However, the color of an item may appear differently according to the settings on your monitor. Unfortunately we cannot guarantee the accuracy of the color displayed on your monitor.

Equipment Parts

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 Parts are presented for your reference, and their descriptions and illustrations are provided for identification purposes. They are selected by their manufacturer as suitable replacements for the stated original equipment. These replacement, equivalent parts are not necessarily authorized, sponsored or endorsed by the OEM; all OEM names mentioned are registered trademarks.

Image Policy

We strive to provide the most accurate images of our products as possible. However, despite our best efforts, 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, MSDS Sheets, etc., before placing your order. If you have any questions or concerns about a product even after reading the description and product literature, please contact us.

Warranty Policy

If a warranty is available for an item, the details of the warranty can be found listed in the item description, or as a downloadable link on the item’s page. All warranties are handled based on the manufacturer’s warranty policy. Since manufacturers’ warranty policies vary, please contact a Customer Solutions Specialist to verify warranty info before placing your order.

For items being used internationally, please confirm if the warranty is valid in your area.

Returns Policy

Returns for Commercial Shipping Addresses

All regularly stocked items may be returned to us if the item has not been used and can be put back in the original packaging. In order for returns to be accepted, your items must be returned within 30 days from receipt of your order. Please contact a Customer Solutions Specialist before returning an item back to us! We will create a return authorization for you and send you an e-mail with instructions on how to complete the return. Or you can create a standard return within your account by clicking on "My Orders" and to the top right hand side of each order is a "Return Items" button. Upon receipt and inspection of returned product(s), your credit card will be credited for the amount paid for the item(s) minus the 20% restocking fee.

Special Order items, equipment, or items shipped directly from the manufacturer may be returned if unused, based on that manufacturer's return policy. Returns of defective or DOA items are also handled based on the manufacturer’s return/warranty policy. Since manufacturers’ return policies and restocking fees vary, please contact a Customer Solutions Specialist as soon as possible if you wish to return an item so we can get the return set-up for you with the manufacturer.

The return shipping fee is the customer’s responsibility. For international returns, you will be responsible for the brokerage fees, duties, and taxes that may be applied. These fees may be applied after the return has been completed.

Why do we charge restocking fees? The reason is simple: to keep prices as low as possible for you! When an item is returned, there are a lot of costs associated with processing the return. Companies that do not charge restocking fees simply pass the costs of their Returns Department onto their customers through higher prices. Instead of raising our prices and charging every customer for frivolous returns costs, we only charge a restocking fee for items that are returned to us. The industry standard for restocking fees is 30%, but we lower this to 20% for our commercial customers!

Returns for Residential Shipping Addresses

All regularly stocked items may be returned to us if the item has not been used and can be put back in the original packaging. In order for returns to be accepted, your items must be returned within 30 days from receipt of your order. Please contact a Customer Solutions Specialist before returning an item back to us! We will create a return authorization for you and send you an e-mail with instructions on how to complete the return. Or you can create a standard return within your account by clicking on "My Orders" and to the top right hand side of each order is a "Return Items" button. Upon receipt and inspection of returned product(s), your credit card will be credited for the amount paid for the item(s) minus the 30% restocking fee.

Equipment and Special Order items cannot be returned.

The return shipping fee is the customer’s responsibility. For international returns, you will be responsible for the brokerage fees, duties, and taxes that may be applied. These fees may be applied after the return has been completed.

Why do we charge restocking fees? The reason is simple: to keep prices as low as possible for you! When an item is returned, there are a lot of costs associated with processing the return. Companies that do not charge restocking fees simply pass the costs of their Returns Department onto their customers through higher prices. Instead of raising our prices and charging every customer for frivolous returns costs, we only charge a restocking fee for items that are returned to us!

Shipping Policy

Canadian Shipments

Orders shipped via DHL into Canada may incur additional duties, taxes, and other fees to cross the border. These charges will be billed to you directly from DHL. The charge shown on our site’s shipping calculator will not show these fees.

Orders shipped via common carrier require a broker to facilitate the import of your items into Canada. 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!

Keep in mind that we do our best to ship orders to Canada in one shipment but it is not always possible due to stock levels in our warehouses. On the occasion that we cannot ship in one, complete shipment you will be responsible for the extra brokerage fees that your broker may charge.

Damaged/Missing Items - Common Carrier

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

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

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 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.

For more information about common carrier shipments, click here: https://www.webstaurantstore.com/shipping-billinginfo.cfm

Damaged/Missing items - FedEx

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

Delivery Appointments

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. Be sure to provide a valid phone number during checkout so that your call before delivery does not delay your shipment.

Delivery Time

We’re dedicated to getting your order to you as fast as possible, so our warehouse strives to have orders processed and ready to ship within 1-2 business days (Monday through Friday, 8:00 a.m. to 4:30 p.m., EST). Most products ship out of our Pennsylvania warehouse. However, some items will be shipped directly from the manufacturer, in which case the delivery times may vary. Common carrier deliveries range from 1 to 10 days for delivery, depending on your proximity to the shipping origin. FedEx ground shipping can take anywhere from one to seven days. All delivery times are estimates.

For additional shipping charges, FedEx 2nd Day guarantees delivery of your order by the end of the second business day from when the order was picked up from our warehouse by FedEx. FedEx Next Day guarantees delivery of your order by the end of the next business day after your order was picked up from our warehouse by FedEx. Expedited shipping is not an option for common carrier shipments.

FedEx 2nd Day & Next Day orders received after 2:00 p.m. Eastern Standard Time will be processed on the following business day.

Click to view the FedEx ground delivery estimated days-in-transit map.

Click to view the Common Carrier delivery estimated days-in-transit map for KY warehouse.

Click to view the Common Carrier delivery estimated days-in-transit map for PA warehouse.

Click to view the Common Carrier delivery estimated days-in-transit map for NV warehouse.

Destinations

In addition to the United States and Canada, we can ship most items via DHL Express to the following countries:

  • Australia
  • Austria
  • Bahamas
  • Bermuda
  • Canada
  • Dominican Republic
  • France
  • Germany
  • Guam
  • Hong Kong
  • Ireland
  • Italy
  • Jamaica
  • Japan
  • Mexico
  • Netherlands
  • New Zealand
  • Puerto Rico
  • Singapore
  • South Africa
  • Spain
  • Sweden
  • United Kingdom
  • 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. Unfortunately we are unable to ship to PO or APO/FPO boxes at this time. 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!

Equipment Installation Checklist

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

Errors in Shipment

Great care is taken when packing your order, but on rare occasions errors may occur. If there is an error with any part of your shipment, please contact us within 5 business days of receiving your order so we can find a solution for you!

Methods & Charges

The WEBstaurant Store ships the majority of its products via FedEx, however, for certain large and heavy items, a common carrier freight service is used. Common carrier items are noted in your shopping cart with an asterisk.

Shipping charges for common carrier and FedEx items are calculated by factoring in the weight, dimensions, and shipping distance. Our shipping calculator is linked live with FedEx so we charge FedEx list rates to ship the items to your location.

The WEBstaurant Store strives to offer you the best price that we can. Some online retailers may offer "free" shipping but upon closer scrutiny, most customers find that our price is still one of the best out there even when shipping charges are added in! Some of our items do ship for free, and are denoted as such on our site. In this case, we're simply passing along savings from the manufacturer to you!

The vast majority of our products can be shipped via FedEx to a residential address. Bear in mind that FedEx charges 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.

If you plan to ship to a UPS Store location, please be aware that not all locations will accept packages shipped by FedEx.

Click to view explanation of Commercial vs. Residential Shipments
Click here to learn how to save on shipping charges

Special Order Items

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.

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

Split Shipments

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.