Commonly asked questions
What are your policies on shipping, time, problems, etc?
You can view our shipping policies via our Policies page.
What do some of the terms on your site mean?
Learn industry terms and what they mean using our handy Industry Terms Explained Guide.
How do I change my user information?
In order to change your user information, you must first be logged into your registered account. 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.
How do I register for an account? Do you require registration to place an order?
To register for an account, click the Register button located in the top right 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 but recommend registering if you plan to order with us again!
How do I submit a product review for credit?
We value your feedback at WebstaurantStore, 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.
How do I use My Account?
The My Account section of WebstaurantStore 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.
I forget my password. How can I retrieve it?
You can visit the Password Reset page to have an email sent to you to reset your password.
Why should I register for an account? What are the benefits of registering?
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 previous orders, add items to a "Wish List", and update your billing and shipping information.
- Reorder quickly by browsing through items you’ve purchased in the past with our Rapid Reorder feature.
- Submit product reviews to earn up to $16 per item reviewed in store credit under the “Review items I've purchased” section of your account.
- Enables Customer Solutions to easily pull up your current and past orders should you have a question or concern.
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!
How do I place an order?
To place an order, add the items you wish to purchase to your shopping cart. On the cart page, just below the subtotal, you will find our Shipping Calculator. Be sure to correctly choose "business" or "residential," enter your zip or postal code, and then click "Calculate." This will provide shipping costs for the items in your cart. Continue with checkout by selecting either "Proceed to Our Secure Checkout" or "PayPal Checkout" and follow the prompts provided.
What is my Cart ID and where can I find it?
Your Cart ID is a six digit series of letters and numbers that uniquely identifies the item(s) in your cart. This ID is found at the bottom of the side bar on the right side of the page. If you have questions regarding items in your cart, please provide this ID for the Customer Solutions Specialist helping you.
Why can’t I proceed through checkout or make any changes on the cart page?
When this occurs, we first recommend clearing your cookies and cache for ALL history. If this does not help, we recommend using a new and/or updated browser (such as Google Chrome or Firefox).
Why does it say multiple credit cards attempted?
Why does it say there are multiple cart windows open?
This can happen when the cart page is open on too many separate tabs or browser windows. The site is not able to recognize which items you would like to proceed with through checkout. We recommend closing any extra tabs or browsers with an open cart page before moving forward with the checkout process.
Why does the popup say my shipping address cannot be verified by FedEx?
This pop up window will appear if our address verification system does not immediately recognize the address provided. To proceed, simply select the suggested address provided or select “I wish to continue with the address I entered.”
Are you hiring?
As the largest foodservice supply company on the internet, we are always looking to hire motivated, smart, and forward-thinking team members! Please visit our Careers page to learn more.
Do you have a store location I can visit?
We are solely an online company so we do not have any store locations.
Do you provide donations to charity organizations?
We receive many requests for donations to benefit organizations throughout the country. While they are all worthwhile causes and we appreciate the request to support, we are limited in the amount of giving we are able to provide. There are local organizations and charities we support each year in the areas surrounding our corporate and warehouse locations. Regretfully, we are unable to grant requests from our customers.
How do I contact a Customer Solutions Specialist?
Our Customer Solutions Specialists are available 24 hours a day from Monday through Thursday, from 8 a.m. to 8 p.m. on Friday, and from 9 a.m to 4 p.m. EST on Saturday and Sunday. We can be reached by e-mail (email@example.com), Live Chat, or phone to answer any questions you may have!
How long has WebstaurantStore been in business?
WebstaurantStore has been in business since 2004. Please visit the About Us page to learn more about our company!
What is your phone number?
Before contacting us, please search our Frequently Asked Questions to see if your question has already been answered!
If you have any further questions, our Customer Solutions Specialists are available 24 hours a day from Monday through Thursday, from 12 a.m. to 8 p.m. on Friday, and from 9 a.m to 4 p.m. EST on Saturday and Sunday. We can be reached by e-mail (firstname.lastname@example.org), Live Chat, or phone to answer any questions you may have!
Can I add to or modify my order?
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 what you need. You can also cancel your order from the "My Account" page if it's within a few minutes of placing the order. If that 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 are unable to cancel the order.
Can I cancel my order?
Please contact us immediately if you would like to cancel an order! If an order begins processing in our warehouse and is 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.
Do you offer installation services for equipment purchases?
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.
How can I check the status of my 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.
How can I get a receipt or copy of the invoice for my order?
You will be e-mailed a copy of your invoice once your order is placed and 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 via email.
How do I set up an Auto Reorder on my account?
While logged into your registered account, go to the product page for the item you wish to purchase. Above the Add to Cart button, you will see the option to turn on Auto-Reorder and select the automatic shipment frequency that is convenient to you. If you would like to combine several products on a single Auto Reorder, visit each product page and turn Auto Reorder to the ON position, choosing “Add to an Existing Auto Reorder”. To view or edit existing Auto Reorders on your account, go to your My Account page and select Orders, then Auto Reorder along the left-hand sidebar.
How long will it take for my order to arrive?
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 5-7 days to the order's transit time.
I need to have my order by a certain date. How can I be sure that it is in stock?
We ship orders that are in stock within 1-2 business days. 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.
I received an item that is different from what I ordered. What should I do?
If you believe you received the incorrect product, please 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.
Is there a minimum order requirement to purchase from your site?
There is no minimum order requirement to purchase from our site. We accept all orders large and small!
Item(s) in my order are missing. What should I do?
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 delivery receipt before signing it
- Keep your copy of the delivery receipt
- Contact us within 1 business day
While we do our best to avoid this, 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 delivery receipt, we CANNOT guarantee any compensation or replacement of the missing items.
What is an Auto Reorder?
Auto Reorder saves you time and money by automatically sending you go-to products at an interval of your choosing. Select items are eligible if the Auto Reorder feature is displayed on their product pages above the Add to Cart button. For each subsequent automatic shipment, you will receive a 25% shipping discount.
What is the Rapid Reorder feature?
The Rapid Reorder feature of WebstaurantStore allows registered users to view a list of items they have purchased 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 started 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 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.
Will my whole order come in one shipment?
To save you the hassle of handling multiple shipments, we will make every attempt to ship your order in one shipment. If multiple shipments of your order are required, we will send you tracking information for each separate shipment to help track your order. When split, the full amount of the shipping costs will be charged in the first shipment. If you want part of your order sent with expedited shipping and the other part sent using standard ground shipping, please place two separate orders.
Can I apply for a lease before placing my order to see how much I am approved for?
Yes, you can apply for a lease prior to placing an order by filling out the application here. Upon checkout, you will be prompted to fill out the application so you can disregard this step if you have already applied. Pending approval, you will need to place your order through the lease payment method on our website. From there, we will send the invoice to TimePayment so that they can begin creating the terms and payment documents for you to sign.
Can I pay for my order using PayPal?
We accept payment via PayPal on our website as an additional payment option. A major credit card is still required to complete the transaction, as we do not accept gift cards, store cards, or account credits associated with your PayPal account. To pay by PayPal, log into your account by choosing this option on the Shopping Cart, and then select the major credit card registered with your account.
Can I pay for my order with Apple Pay?
Yes, you can pay for your order with Apple Pay as long as our site is accessed from a compatible device which includes iPhones -6.0 + with iOS 10+ and Macs. To place your order with Apple Pay, click on the Checkout with Apple Pay button at the bottom of the Shopping Cart page. This will take you through the checkout to place your order using this payment method.
Can I pay with a pre-paid credit card?
Yes. 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.
Do you accept orders via phone or fax?
We are not able to accept orders via phone or fax. All orders must be placed online through our secure server.
Do you accept purchase orders?
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.
Do you lease any of your equipment?
We offer leasing as a method of payment if an order has a subtotal of $500.00, is comprised of at least 70% equipment, and is being shipped to a location within the United States. The lease is handled through a third party company that WebstaurantStore works with called TimePayment.
How do I place an order to pay by check/wire transfer or ACH?
If you want to order by check, money order, ACH, or wire transfer, add all items you’d like to order to your Shopping Cart and proceed through the checkout process. On the Review Order screen, click the button that says “Alternative Payment”. Your order will be placed on hold, and you'll receive an email with an invoice and information on where to send the payment. Once payment has cleared, the order will be released to process for shipment. Personal checks are held for 5 business days while they clear. A holding period is not required if a certified check is provided. All other alternative payment orders will be released as soon as the payment is received, with a minimum of 1 business day delay to receive payment.
How do I place an order to pay with leasing?
To place your order and apply for leasing, select this option on the Shopping Cart page before proceeding through checkout. Once you submit the order, it will be placed on hold, and you will be immediately prompted to fill out the TimePayment application. You will be notified within hours if you have been approved.
Is my credit card and personal information secure when I order from your site?
Here at WebstaurantStore, it is our top priority to ensure your personal information is secure! To do this we employ the best security available on the net for transmitting your personal information: SSL. SSL safeguards your information and guarantees your privacy while ordering through our site. You can see SSL is being employed by the lock icon at the bottom of your screen and the 'https' in the address bar, as opposed to the 'http' that is normally there.
What currency are prices listed in?
All pricing is listed in U.S. dollars ($) 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 bank for further details.
What happens after my lease is approved?
Pending approval, a TimePayment representative will contact you directly to discuss the terms and payment options for your lease. After agreeing to the terms, TimePayment will typically collect one month’s payment as a down payment. TimePayment will provide us with the funds for the order, and it will be released to process for shipment, typically within a few business days.
What happens when my lease ends?
The process after your lease ends depends on your credit. If you have a great credit score, you may be offered a $1.00 buyout option to keep the equipment. If your credit score is lower, you may have the option of purchasing the items for fair-market value. This second option means that you can either return the equipment to TimePayment or pay 10% of the aggregate lease payments to TimePayment to own the equipment.
What if I have questions about my lease?
Call TimePayment at 800-872-1532.
What if I have questions about my leasing order, equipment, or lead time?
Please email our Customer Solutions Department at email@example.com or Live Chat with us.
What lease rates and terms are available?
Lease terms generally run from 24-60 months. Rates will vary and are determined by a few factors including the following:
- Personal credit history - Having a good credit score can mean you will receive a more competitive lease rate, while being considered a subprime borrower will negatively affect your lease rates and terms.
- Payment history - TimePayment will review your payment history. If you have a good track record of paying bills on time, you may be rewarded with a better rate.
- Age of your business - Established businesses may receive more favorable terms.
What payment methods do you accept?
We accept all major credit cards including Master Card, Visa, American Express, and Discover. In addition, orders can also be paid for with Apple Pay or via PayPal by selecting this option in your Shopping Cart. We also accept alternative payment methods including check, money order, wire transfer, ACH, and leasing for orders with a subtotal of $500.00 or greater.
What will I need for the leasing application process?
We recommend having the following information ready to fill out your application:
- Lessee's social security number
- Shipping address
- Billing address
When will my card be charged for my order?
Your card will be charged in full once the first item(s) on your order ship. When you place an order on our website, 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.
Will there be sales tax on my order? What if I’m tax-exempt?
Sales tax will be charged on orders shipping to the states of Kentucky, Maryland, Nevada, Georgia, Oklahoma, and Pennsylvania. If you are tax-exempt and shipping to one of these states, 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 firstname.lastname@example.org.
Do you offer customization services?
We offer customization for select products on our site. Please visit our Customization page to learn more!
Do you offer samples?
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.
Do you sell used equipment?
All of the products and equipment sold on our website are new unless listed on our Outlet page. Please visit the Outlet page to view our scratch and dent inventory and read more about our Outlet Policies.
Is there a warranty available for the items I’m purchasing?
If available, our items come with the manufacturer’s warranty as specified on the item description page. The warranty document can be found on the right-hand side of the item page.
What does it mean if a product is listed as Special Order?
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 prior to ordering if you have questions about the delivery time of a Special Order item!
What if I can’t find the item I’m looking for on your website?
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 email@example.com and let a Customer Solutions Specialist know how we can help you get the items you need.
Can I return consumables?
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.
Do you charge a restocking fee?
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 commercial locations and 30% for residential locations.
How do I exchange an item?
While we're unable to exchange items, we can set up a Return Authorization so you can return the items you no longer need and place an order for new items.
How do I return an item?
To create a return, you can 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.
What is your return policy?
All regularly stocked items, with the exception of consumable products, can be returned within 30 days of receipt, so long as they are unused and in the original packaging. A return credit will be issued to the original payment method upon receipt and inspection of the product(s). Shipping charges paid at the time of checkout will not be credited along with the return. An applicable restocking fee will be deducted from the amount due. Customers are responsible for the cost of return shipping. This includes any brokerage fees, duties, and taxes for international returns.
Return requests for Special Order products and products shipped direct from the manufacturer must be issued by our Customer Solutions Specialists. Not all Special Order items can be returned.
Can an order be shipped on my FedEx account so I can save on shipping?
Due to the high volume of orders we process daily, we are unable to use our customers' shipping account numbers. We've found many benefits to our customers using our account. For example, it helps us process your order more quickly. In addition, should there be any damaged or missing items in your order, we are able to quickly submit a claim on your behalf or send you a replacement order.
Can I pick up my order?
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 warehouses.
Can I ship orders to multiple addresses?
If you are registered with us and have multiple shipping addresses saved to your account, you are able to ship full orders to multiple addresses. Simply proceed through our secure checkout and click on Ship to Multiple Addresses on the Review and Payment screen. From there, you are able to check all addresses, select specific addresses, or uncheck all previously selected addresses to ship only to the default address. Remember, if you choose to ship to multiple addresses, your order will be duplicated, meaning it will ship in full to all locations selected. Please also note that we are not able to split up an order to ship to multiple addresses.
Do you ship internationally?
Yes! In addition to the United States and Canada, we can ship most items via an international air service to Australia, Austria, the Bahamas, Bermuda, the Dominican Republic, France, Germany, Guam, Hong Kong, Ireland, Italy, Jamaica, Japan, Mexico, the Netherlands, New Zealand, Norway, Puerto Rico, Singapore, South Africa, Spain, Sweden, Trinidad and Tobago, the United Kingdom, and the 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. All of the prices on our website are in U.S. dollars.
Do you ship to Canada?
Yes, we do ship to Canada via an international air service and common carriers.
Do you ship to PO or APO/FPO boxes?
We are unable to ship to PO or APO/FPO boxes, or Viabox at this time. All carriers require a street address to complete delivery of your order. 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.
How can I save on shipping?
Watch the video below for ways you can save on shipping. Be sure to check out more tips on Shopping WebstaurantStore.
How much will it cost to ship my 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 the Shipping and Handling Calculator. Be sure to correctly choose "business" or "residential", enter your zip or postal code, then click "Calculate". 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 item notification. All other orders ship with a small package carrier like FedEx. Occasionally, when large quantities of items are ordered, we may opt to use a common carrier service for smaller sized items. Whether your order will be shipping via small package 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!
How much will the duties and taxes be for my order?
The WebstaurantStore is a US-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. In general, duties and taxes are less than 20% of a shipment’s subtotal, although this number will vary. The charge shown on our website’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!
I live in a country you don’t ship to. Can I still order from you?
Yes, 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. You would be responsible for contacting the freight forwarder to set up an account before placing an order. 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.
Item(s) in my common carrier order were damaged. What should I do?
If any part of your order is damaged or missing, please contact one of our Customer Solutions Specialists within 1 business day of receiving your order so we can find a solution for you.
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.
For more information, watch this informative video about Common Carrier Shipments.
Item(s) in my ground order were damaged/missing. What should I do?
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.
What are the fees for Canadian shipments?
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 or your broker and will not be reflected in our shipping costs at checkout.
What documents are required for International Shipments?
If your order is shipping via an international air service, they will handle all of the documentation for your order and contact you regarding any charges for this service. For common carrier shipments to Canada, we require 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.
NAFTA certificates are not a required document for low value shipments, and the absence of one will not delay your order being processed through customs. We request NAFTA certificates for high value items; however we are unable to guarantee the document for lower-valued items.
What is a broker and why do I need one?
A broker is an independent contractor paid to facilitate the import of items into your country from the U.S. If your order is shipping via an international air service, they will broker the shipment on your behalf, and these charges will be billed to you directly. If you have already determined a broker for your shipment, add the broker's name, phone number and additional information on the Review Order page at checkout. If you did not provide your broker’s information during checkout, we will contact you to obtain this before processing your order.
What is a freight forwarder?
A freight forwarder combines shipments for individuals or companies into truckload lots to transport to your final destination/country. 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. 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 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.
What is a lift gate? Do I need a lift gate for my shipment?
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.
What is Call Before Delivery? Can I make an appointment with the carrier so I am available when my shipment arrives?
If you select call before delivery at checkout, the carrier will contact you at your shipping phone number when your order arrives at their delivering terminal. They will call to schedule an appointment to deliver your order within a four hour window. If you are shipping to a residence, a call before delivery will be required.
If you have any doubt about an authorized recipient being available to receive your order, or if you have limited hours between Monday through Friday, 8:00am and 8:00pm, you will need a call before delivery 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.
Calls before delivery 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.
What is common carrier shipping?
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.
What is White Glove?
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.
What shipping methods do you use?
All of our smaller, ground orders are shipped with a parcel carrier like 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 Second Day delivery for qualifying shipments. For larger, palletized orders we use a nationwide network of freight carriers. Standard common carrier is curbside delivery. If you are in need of inside delivery we also offer a White Glove service for qualifying shipments.
When will I receive my item?
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.
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.
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.
Where are you located?
We ship stocked items from our warehouses in Pennsylvania, Delaware, Maryland, Kentucky, Georgia, and Nevada. Some items may ship directly from the manufacturer’s warehouse.
Why am I being charged shipping when I have a free shipping item?
Shipping costs are calculated on a per-item basis. For this reason, adding items without free shipping to your cart will add a shipping charge to your order.
Are there any coupons or additional discounts available?
We publish all of our discount codes, coupons, and contests on our Facebook page or on our blog. 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 WebstaurantStore shipping. You can also sign up to receive our popular e-mailers full of great deals, special promotions, new products, and other coupon codes and discounts. Sign up here!
Do you have a catalog that you could send to me?
Because we carry thousands of items on our site and are adding and updating products regularly, we are unable 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. If you have any questions about products offered on our site, feel free to contact our Customer Solutions team for help!
Do you sell to individuals or only to businesses?
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.
How do I add items to my shopping cart?
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 (such as voltage or size) before adding the item to your cart. While shopping, you can view your cart at any time by clicking the “Cart” button located at the top right corner of the screen.
How do I find the items I want to purchase?
There are a few easy ways to locate items on our website! You can search for items using the Search Bar located at the top of the home page. Products are searchable by our item number, manufacturer model number, title, keyword or UPC code. If you're looking for a more general item or to browse our website, you can browse using Product Categories and narrow down the search results using filters. If you have any questions about finding items on our website, feel free to contact our Customer Solutions team.
How do I get to my cart?
To enter your cart page, click on the "Cart" button located at the top, right-hand corner of our website. You will also have the opportunity to access your cart each time an item is added to it via the item's page.
How do I update quantities and/or delete items from my cart?
To update the quantity of an item already in your cart, use the arrows to the right of the product title to increase or decrease the quantity on the product’s line. You must click Update Cart, located above the price of the product, to ensure the changes are saved. If you would like to delete an item from cart, you can change the quantity to 0 and click Update Cart or click on the X all the way to the right of the total on the product’s line. You can also click Empty Cart, located right next to Update Cart, to remove all items.
I need a price on an item and it’s not listed on the site. How do I get the price?
Due to Minimum Advertised Pricing from some of 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 24 hours a day from Monday through Thursday, from 12 a.m. to 8 p.m. on Friday, and from 9 a.m to 4 p.m. EST on Saturday and Sunday.
I need a quote for the items I’m buying. How do I get a quote?
If a quote is needed for your records, you can create a printout of your cart for reference. To do so, register on our website, add all of the items you wish to purchase to your shopping cart, and enter the word "QUOTE" into the coupon code box. Be sure to calculate your shipping charge as well to be included on the quote. Please note, all items on our website have real-time, wholesale pricing which is subject to change after your quote is created.
If you have a large list of products to order –whether it is for an opening order, a season start up, or products that you can’t find—we can look into providing a formal quote for you. You can Request a Quote and one of our Quotes Consultants will reach out to you via email to discuss your request.
Where do I sign up to receive Email Specials?
Learn about great deals, seasonal promotions, new products, and get Coupon Codes for special discounts with our popular e-mailers. Sign up here!