Please read the following carefully.
Hotel Supply Warehouse, Inc. dba HotelRestaurantSupply.com (HRS) ships most of our products via UPS or FedEx, using their standard rates. However, a few of our larger items exceed UPS's weight limits; therefore these items are shipped by a freight company. Please understand that the shipping amount calculated on our site is as accurate an estimate as we can provide. However, the actual shipping costs may differ slightly. If the difference is greater than 15%, we will contact you via e-mail for an approval before processing your order.
The pictures provided on our website are the best available at the time that the item is added to our website and may not accurately reflect the specific product you are ordering. Pictures may also contain optional accessories. We use care and caution when adding items to our website, taking information from our manufacturers and suppliers and presenting them to you as accurately as we can. Since all items are added by humans, errors and omissions can occur from time to time. If you see any discrepancies, potentially incorrect information or have any other questions about products we have for sale, please contact customer service at firstname.lastname@example.org or 954-358-2112 or 800-931-0116. It is our goal to provide you the best information about foodservice equipment and supplies available on the Internet and we want to correct any misinformation as quickly as possible.
Please inspect shipments carefully before signing for them and refuse damaged items. If you are displeased with anything about your shipment PLEASE CONTACT us immediately. We permit returns only when the manufacturer accepts returns from us. Even if returns are allowed by the manufacturer, there are no returns after 15 days from shipping date. In addition, a return authorization and a copy of the invoice must be included with all returned merchandise. All merchandise must be unused and in its original packaging. Non stocked items are returned only per the manufacturers terms and when allowed may be subject to a restocking fee of 25%-50% or more plus costs for shipping and return. Once you sign for a product free and clear with a freight or small package carrier our ability to file a claim for the product is eliminated and it is your responsibility to file the claim and make arrangements for settlement with the carrier. It is your responsibility to inspect the packages carefully before signing for them, including opening the package to make sure there is no concealed damage. We repeat, once a customer or their representative signs for a package free and clear we are unable to take responsibility for any damage to the product. We will assist you in filing the claim with the carrier in the any reasonable manner we can. If a return authorization is provided to you, the customer is responsible for the return shipping costs and any damages that may occur to the product during the return shipping.
All products purchased within the 48 continental United States include the full Manufacturers Warranties. Products sold and shipped out of the 48 continental United States will NOT be covered by these Warranties. These Warranties are provided by the individual Manufacturers and NOT by HRS (Hotelrestaurantsupply.com).
Forms of Payment
We accept all major credit cards Visa, MasterCard, American Express, and Discover. We also accept company and personal checks. There is a 5-7 business day leeway to clear the funds before your order is placed with the manufacturer.
Free Shipping: In order to offer the absolute lowest prices to our customers, Hotel Supply Warehouse, Inc. offers a select group of items that have free shipping. This free shipping applies to products that are individually marked with Free Shipping and is only for regular ground shipping within the 48 contiguous US states only. Hawaii, Alaska, Puerto Rico do NOT qualify for Free shipping. Other charges will apply if you want these items shipped next day air, 2nd day air, or if a lift gate or other special circumstances are required.
If your item is in stock, it will generally be shipped within 48 to 72 hours from the date you order, as long as the order is received by Noon Eastern time. Orders received after 5 pm Eastern Standard Time will be processed the next business day. Orders received on the weekend will be processed Monday.
Unless indicated as in stock, most items are not available for immediate shipping and may have a lead time prior to our shipping to you. Once we place our purchase order to obtain the products you ordered we may not be able to cancel the order, or if cancelled there may be a charge up to the full amount of the product price.
We will charge your credit card when you place your order. Once we have confirmed the details for your order. For most orders we receive an acknowledgement from the manufacturer that your item has shipped. For a few items we do not receive a notification at shipment, or if the manufacturer does not permit cancellation or return of orders we will charge your credit card for the order.
We automatically provide tracking information for orders that ship direct from the manufacture. For orders that ship direct from the manufacturer's warehouse we may not receive tracking information but are happy to obtain it for you upon request, email Confirm@hotelrestaurantsupply.com .
In the unlikely event you wish to cancel an order please contact our customer service department. If items have shipped, or have been ordered and are en route to our warehouse for shipping to you they may not be cancelled. Restocking and/or order cancellation charges may apply to cover expenses we have incurred related to your order.
All cancellations must be acknowledged by us in writing from you via e-mail at Confirm@hotelrestaurantsupply.com. If you are eligible to receive a refund/credit, and you choose to receive that credit issued back to your credit card versus using that credit to purchase another item, it can take up to 72 hours to reflect on your credit card. We process our refunds once per week.
The amount of time for your order to reach its destination depends on the shipping method selected by you during the checkout process. We utilize the UPS Quantum View shipment monitoring system. If we have your valid email address you should receive an email notification from UPS letting you know when they picked up the package, including if there are any exceptions to a normal delivery along the way, and a confirmation email when your package has been delivered. If you're ISP requires you to provide valid email addresses in order to receive email you may want to permit Confirm@hotelrestaurantsupply.com.
Customer Instructions and Responsibilities for Freight Deliveries
Unpack and inspect the entire shipment for visible damage prior to signing for and accepting the shipment. Refuse delivery of any items with damage. If damage is found after driver has left the customer is responsible for filing a claim with the freight carrier and HRS is unable to accept any liability. If there are minor scratches or other damage that you the customer are comfortable accepting and negotiating directly with the freight carrier you may accept the shipment and you must file the claim directly with the freight carrier. HRS accepts no liability for any freight shipments that the customer or their agents have signed for.
You are responsible for having someone present to receive the equipment. If an employee, subcontractor, neighbor or anyone else at your location signs for the package you accept the responsibility for the delivery as if you signed for it.
You are responsible for any redelivery fee or fees associated with returned packages that are undeliverable if you or someone else is not available to receive shipments when delivery is attempted.
Verify the number of packages delivered with the packing slip provided by HRS. Unpack your order immediately and inspect for hidden or concealed damage prior to signing for the freight with the carrier. Should any damage be discovered, retain the shipping carton and any inner packaging intact, request inspection immediately from the carrier as well as make a written request to the carrier. Hidden or concealed damage must be reported and an inspection requested within 3 business days. If there is any damage (visible damage with item refused or concealed damage) then contact HRS customer service at 800-931-0116 or 954-358-2112 to advice of the damage. Please have your order number, shipping information and any available tracking number ready so we can assist in the process if possible.
Do not attempt to return any item to HRS without a return authorization. Unauthorized returns cannot be processed and all costs are the customer's responsibility.
Additional information for our customers.
It is the customers responsibility to check and confirm their order if placed with a member of our company over the phone. HRS is not liable for any orders that were placed incorrectly over the phone by one of our team members.
What does your signature mean on the delivery receipt/bill of lading?
Your signature (or that of your representative) indicates that all items identified on the delivery receipt/bill of lading are "RECEIVED IN GOOD CONDITION EXCEPT AS NOTED BY" the person that signs the document. This means that you are relieving the manufacturer, the freight carrier and HRS of any liability for the damages. Once you sign the delivery receipt/bill of lading without noting any damage HRS has no method of holding the freight carrier liable for damages.
Don't be unnecessarily rushed. When the products are being delivered you do need to check the products while the driver is still there. The driver may be insisting that he needs to leave immediately so just sign the form and then file any claims later. We have noticed that the more urgent the driver seems to get the form signed and to move on to his next delivery, the more likely it is that the products are damaged.
Inspect the products and note any potential damage on the delivery receipt/bill of lading.
Terms & Conditions of Hotel Supply Warehouse, Inc. (HRS) Internet Sales Prices are Subject to change without prior notification. If product total differs from web total you will be contacted to confirm, exceptions being noted elsewhere in this document for sales tax where we are required to collect by the manufacturer or their representative and for shipping up to 15%.
In an effort to keep costs down for all of our customers, all Internet sales are credit card only. Please inspect shipments carefully. If you are displeased with anything about your shipment PLEASE CONTACT HRS immediately. Some items that are special ordered or shipped direct from the manufacturer may not be returned. No returns after 15 days from shipping date. In addition, a return authorization and a copy of the invoice must be included with all returned merchandise. All merchandise must be unused and in its original packaging. Some items may be subject to a restocking fee of up to 50% plus costs for shipping and return.
Shipping costs are estimated. Some large and heavy items do not ship via UPS and appropriate freight transportation will be arranged. If you are ordering products and the estimated cost is $0.00, the weight or size of a product, or the combination of all of the products you are purchasing is larger than a single package that can be shipped via UPS.
We will contact you to arrange for shipping that meets your needs.
Should costs be lower than those estimated, we will pass the savings along to you. We will contact you in the unlikely event that costs are more than 15% higher than those stated during the ordering process to confirm your order.
Laws regarding the collection of sales tax vary by location and undergo frequent change in content as well as interpretation by governmental agencies. Hotel Supply Warehouse, Inc., any parent companies and/or subsidiaries will always make every effort to fully comply with the law and governmental regulations. It is our understandings at this time that customers, whether business or individual, bear the responsibility of reporting purchases that are shipped across state lines and to pay the state and any applicable local sales taxes as per their local laws and regulations. Hotel Supply Warehouse, Inc. is registered in and conducts business within the state of Florida, and therefore collects sales tax for orders billed or shipped within the state of Florida.
Organizations with current and valid sales tax exemptions may request an exemption for sales tax collection by speaking with customer service and providing a copy of required documentation. Sales tax laws and regulations apply to all businesses and individuals within the United States. Online businesses that advertise "No Sales Tax" may not fully understand the sales tax laws, or may be misleading their customers whether intentional or not.
Some products are shipped direct from the manufacturer to the customer by Hotel Supply Warehouse, Inc. Some manufacturer's sales agreements require that sales tax be collected on any products they ship direct to the customer in certain states. Examples include but are not limited to Blodgett Oven requiring sales tax collection for products shipped direct within the 15 states that Blodgett has manufacturing or office space in.
Hotel Supply Warehouse, Inc. does not make the tax law, or set the sales tax collection requirements of our suppliers. Sales tax for shipments within the state of Florida should show sales tax on the automatically generated Invoice. Sales tax for shipments outside the state of Georgia will not show on the automatically generated Invoice, but will be collected if required.
NO RETURNS OR EXCHANGES ARE PERMITTED FOR FURNITURE.
HRS restaurant furniture manufacturers do not allow returns because the furniture is manufactured for you with your color and material selections. Once an order is placed with the manufacturer you are liable for the cost of the furniture, any accessories, shipping and other costs as indicated on our quote to you. Due to variations in display of colors and textures by computer screens we encourage you to request a sample of finishes if you are matching existing colors or demand a close match in material finish. Returns due to color selection are not permitted. Some material and color selections require an extended lead time by the manufacturer, frequently in the 4-12 week range though not guaranteed. Obtain an estimate of delivery date for furniture.
In order to keep our prices the lowest in the market for all customers, we pass along the manufacturer terms and conditions including any shipping costs to customers for special order items. We value your business and hope you appreciate our policy that protects you from costs incurred by other customers since we do not spread those costs across all of our products and customers. We appreciate your loyalty to our company and conduct business only with the above terms and conditions.
After our receipt of this document and payment arrangements, your order will be processed and sent to you as soon as possible. Thank you for your support and your business.
PARTS AND SPECIAL ORDERS
It is our goal to maintain the best customer service combined with the lowest cost to our customers. Special orders are any orders not indicated as In Stock. We must make you aware of the following business terms:
- Some manufacturers do not allow returns of products or parts.
- Some manufacturers allow the return of products, but not parts.
- Some manufacturers allow returns with a restocking fee with shipping paid by the customer back to their factory.
- When returns are permitted, restocking fees vary according to manufacturer policies.
In order to keep our prices the lowest in the market for all customers, we pass along the manufacturer terms and conditions including any shipping costs to customers for special order items. We value your business and hope you appreciate our policy that protects you from costs incurred by other customers since we do not spread those costs across all of our products and customers.
Normally there is a "right to refuse" the shipment if you see any visible damage. Once you accept the shipment, any damages should be noted on Bill of Lading before signing. Carriers are not responsible for concealed freight damage after you sign. You have the right to unpack each piece before signing the bill of lading.
You can also review our terms and conditions on our webpage in regards to this matter: http://www.hotelrestaurantsupply.com/terms.html
"Once you sign for a product free and clear with a freight or small package carrier our ability to file a claim for the product is eliminated and it is your responsibility to file the claim and make arrangements for settlement with the carrier. It is your responsibility to inspect the packages carefully before signing for them, including opening the package to make sure there is no concealed damage. We repeat, once a customer or their representative signs for a package free and clear we are unable to take responsibility for any damage to the product"
For return policies of specific products you are considering please contact customer service at email@example.com or 800-931-0116.
We do not sell or share your information other than as required by law. We provide your address and telephone number to freight carriers/small package carriers only to facilitate processing of your order and shipping items to you. If you have signed up for our email newsletter we utilize a third party system to facilitate transmission of the newsletter, but we manage and maintain the list ourselves in order to protect your information and privacy. Information stored in the newsletter system is limited to name and email address.