Managing Your Account

Q: What are the benefits of creating a registered account?

The My Account section of Hotel Restaurant Supply can be used for a variety of things such as:
Changing your user information
Checking a current order's status
Viewing past orders
Rapid Re-Order products by adding a previous order to your account
Update your billing and shipping information.

Q: How do I register for an account?

1. Click the My Account button located in the top right side of our homepage.
2. Click the Register button on the right side of the page.
3. Fill out each line thoroughly and submit your registration.
4. An email verification will be sent to your inbox, be sure to fill it out.

Q: How do I Access My Account?

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. 

Q: How do I change my user information?

1. Click the My Account
2. Log into your registered account.
3. Once you are logged in, a page will prompt you with your information to save any changes necessary.

Q: 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.  Once the Email is received, click the link, and update your account with a new password.

Q: How do I contact a Customer Service Specialist For More Help? 

Our Customer Service Specialists are available from 8:30 a.m. to 5:30 p.m Monday through Friday.
We can be reached by e-mail service@hotelrestaurantsupply.com
Also, you can reach us by Live Chat, or phone to answer any questions you may have!  

Q: What is your phone number? 

Check out our Contact Us Page for all of our forms of Contact. Our Toll Free Phone Number is 1 (800) 931-0116

Q: If my information safe?

We take precautions to protect your information. When you submit sensitive information via the website, your information is protected both online and offline. When collected sensitive information (such as credit card data) occurs, that information is encrypted and transmitted to a secure payment gateway.

View our Privacy Policy here for more details

Q: What does Hotel Restaurant Supply do to ensure my security while shopping online?

We use HTTPS methods which are encrypted in-transit to safeguard your personal information. The site and our datacenter maintain Payment Card Industry (PCI) compliance and we do not store your credit card information.

Q: Why do I need to have Cookies enabled to shop on your site?

We require that you allow cookies to have a more fluid and effective shopping experience. 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. On our 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. 

Shopping With Us

Q: Do you have a store location I can visit?

We are currently an online company only. We do not have any store locations.

Q: Do you sell to individuals or only to businesses?

We sell to both Individuals and Businesses, however our products are tailored to businesses and warranties on commercial equipment may be voided if purchased for residential use.

Q: Do you sell used equipment? 

No, We do not sell used equipment.

Q: Is there a minimum order requirement to purchase from your site?

There is no minimum order requirement to purchase from our site. However, certain manufacturers do have small order or break case fees. This will be listed in the product description and will be added to your order when processed internally.

Q: Are there any coupons or additional discounts available?

 We occasionally offer sales and coupon codes on specific Via HRS Club Email Promotions or Trade Shows.

Q: Where do I sign up to receive Email Promotions? 

Our HRS Club Members receive email specials, promotions, coupons and buyers guides. Click here to sign up and enjoy the tips and savings!

Q: 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 (MAP) from some of our manufacturers, we are not able to display our lowest pricing on our site for select items. In order to obtain pricing for this item, contact one of our Customer Service Sepecialists via Live Chat or you can call us at (800) 931-0116. You may also see email, text, or add to cart for price features on the product page.

Q: What does “ADD TO CART” pricing mean?

When you see “Add to Cart” pricing on our site that means we're able to offer you even further savings on a lot of your favorite brands. Visit our “Vendor Savings” pricing page to see all of our partnering brands.

Q: What does “TEXT FOR PRICE” pricing mean?

When you see “TEXT FOR PRICE” pricing on our site that means we're able to offer you even further savings on a lot of your favorite brands. Visit our “Vendor Savings” pricing page to see all of our partnering brands. Message and data rates may apply.
Our participating carriers include (but are not limited to): AT&T, SprintPCS, Metro PCS, T-MobileŽ, U.S. CellularŽ, Verizon Wireless.

Q: What is your LOW PRICE GUARANTEE?

At HotelRestaurantSupply.com, we are committed to providing our customers with a superior shopping experience which is why we offer a price match guarantee on most of our commercial equipment. This price match guarantee ensures you are getting the best possible price. If you come across another site offering an identical product at a lower price, just let us know and we will do our best to match or beat that price. An item is considered identical when it has the same model number, features and warranty. In order to request a price match, we will need the URL showing the model number and final price

Q: What if I can't find the item I'm looking for on your website?  

Shoot us an email or fill out the Parts Request page to request the item. Hopefully we can accommodate!

Q: How do I get to my cart?

To enter your cart page, click on the "My 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. 

Q: 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.

Q: 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. Changing a product to 0 will delete the product from the cart automatically.

Q: What is a Rapid Re-order? 

 Auto Reorder saves you time as an operator by automatically adding all the products from a previous order to your shopping cart for your convenience.

Q: How Do I use Rapid Re-Order?

The Rapid Reorder feature allows registered users to view any orders 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. 

1. You must be logged in to view your personalized list of products.
2. Click  Orders at the top of your screen.
3. Click “Rapid Re-Order” on which ever order you'd like to copy. The items will appear in a Box where you can check which items you've selected and adjust quantities.
4."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.  

Q: I need a quote for the items I'm buying. Can you provide me with one? 

To build a quote list, you will need to click on the Large Projects Tab or box on the homepage. You can then Set up a list with the Build My Project feature. As you land on the page of the item you want a quote on, you click the “Add to Project” button beneath “add to cart.” Alternatively, If you have a large list of products to order you can click Send Us Your List feature on the Large Projects Tab to attach a file and send to us.

Q: Do you have a catalog that you could send to me?

Yes, you may view the electronic copy by clicking here.

Q: Do you offer samples? 

No, we do not offer product samples. We recommend purchasing the item in smaller pack sizes, when available, before committing to a larger order. Sometimes our manufacturers will send out samples of select products to commercial customers. Please contact Customer Service to see if a sample request can be sent to the manufacturer for the item(s) you're interested in.

Q: Is there a warranty available for the items I'm purchasing?  

If a warranty is available for an item, the details of the warranty can be found as a downloadable PDF labeled “Warranty” on the item's page. All warranty claims are handled directly through the manufacturer based on their policies in place. For items being used internationally, please confirm if the warranty is valid in your area.

Placing, Modifying and Tracking Orders

Q: How do I place an order? 

1. When you're ready to check out, click the “My Cart” button in the upper right hand corner of the page. A drop down will appear where you select checkout.
2. At this point you may select to log into your account, create a new account, or checkout as a guest where you will enter your shipping and billing information.
Make it a little easier the next time you visit us and create an account. That will also unlock any add to cart savings.
3. Check the items in your cart and if you need to adjust the quantities, go ahead, it's okay to add more.
4. From the shopping cart you may also notice that we have multiple ‘alternative' ways to checkout, including:
Checkout using a Credit Card. Domestic and International Cards are accepted
PayPal which will link you to access your PayPal user account and information
Pay with Check

Q: Can I add to or modify my order? 

 Once your order is placed, we cannot guarantee that it can be modified or cancelled. If you wish to modify your order, please contact us as soon as possible.

Q: Can I cancel my order?  

Once your order is placed, there is no guarantee that it can be canceled. If you wish to cancel your order, please contact us as soon as possible at service@hotelrestaurantsupply.com

Q: Do you offer installation services for equipment purchases?  

No, we do not offer any installation services for equipment purchased through our site.

Q: How can I check the status of my order?  

If you are a registered user, you may log into your account and go to the Orders section to check the status of your order. Any consumer will receive tracking information as soon as the product is scanned and in transit.

Q: 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 “View Order” which will allow you to “Download” or “Print Invoice” for each order you've placed. If you do not have an account with us, please email us at service@hotelrestaurantsupply.com to retrieve a copy.

Q: How will I receive updates about my order?  

Our primary form of communication is email. All order updates will be sent to the email address used when the order was placed. For this reason, please be sure to provide a valid email address when placing your order.

Q: I need to have my order by a certain date. How can I be sure that it is in stock? 

If you have a time constraint on your order, please feel free to contact us before placing the order and we will check the product availability for you. You may also place a note in the special instructions and we will advise the cost prior to processing you order.

Payment

Q: Why is my order not processed at checkout?  

To ensure our customers' safety online, all orders go through security checks before we start processing them. Please keep this in mind while ordering, as there may be a slight delay before processing for a small percentage of orders. If additional information is needed to help ensure the order's validity, we will reach out via email.

Q: Can I apply for a lease before placing my order to see how much I am approved for?

Yes, click on the financing tab at the top of the page and fill out an application. In the notes, comment seeking maximum pre-approval.

Q: Can I pay for my order using PayPal?  

Yes, 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.

Q: Can I pay for my order with Apple Pay?

Not at this time.

Q: 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 one (1) credit card may be used to process any order. However if you need to use more than (1) you may contact us with those details.

Q: Do you accept orders via phone or fax?

No, We are not able to accept orders via phone or fax. All orders must be placed online through our secure server. Orders placed over the phone, under $250, are subject to a customer service fee of $10.00.

Q: Do you accept purchase orders?

We currently accept purchase orders for government agencies such as military, law Enforcement, and correctional facilities, schools and universities, government offices and and Hospitals. We may also accept a terms agreement for established corporations, such as international hotel corporations and supermarkets. Any NGO business applying for terms must submit a credit application on case-by-case basis. All other orders must be placed online and paid for in full at the time of purchase.

Q: Do you lease any of your equipment? 

No, we do not directly lease equipment. However, we offer lease-to-buy financing as a method of payment. This is handled through a third party company.

Q: How do I place an order to pay by check/wire transfer or ACH?

If you want to pay for your order with a 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 “Pay With Check” 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.

Q: How do I place an order to when financing? 

You must apply for financing first by either applying directly through the financing page, or clicking the button on each product page. Once you submit the application, your order will not be placed until the process is complete. Once approved, the financing company will complete the transaction on your behalf and your order process will begin.

Q: Is my credit card and personal information secure when I order from your site? 

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.

Q: What currency are prices listed in?

 All pricing is listed in U.S. dollars ($) on the website

Q: What if I have questions about my leasing order, equipment, or lead time? 

 Please email our Customer Service Department at service@hotelrestaurantsupply.com or Live Chat with us.

Q: What payment methods do you accept? 

 We accept all major credit cards including Master Card, Visa, American Express, and Discover, as well as accept checks, money orders, wire transfers, and ACH transfers.

Q: When will my card be charged for my order?  

Your card will be charged in full once the order if verified and requested from the manufacturer. 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.

Q: Will there be sales tax on my order?

Sales tax will be charged on all orders in the State of Florida and Georgia. All other orders taxes vary based on manufacturers. See our interactive tax table for more information.

Q: What if I'm tax-exempt?

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, and indicate your order number in the subject field. to service@hotelrestaurantsupply.com. You may also fax 954-358-2114, please write your order number on the tax certificate.

Shipping

View our Shipping Policy here for more details

Q: What shipping methods do you use? 

All of our smaller, ground orders are shipped with a parcel carrier like FedEx or UPS for domestic and FedEx 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 LTL/Freight carrier is curbside delivery.

Q: What is LTL/Freight shipping? 

LTL/Freight shipping is necessary when an order is too large or heavy to be delivered ground by UPS or FedEx. These items will be delivered to your location by a tractor trailer. Standard LTL/Freight 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 Liftgate, which is an additional service and will need to be selected when finalizing your order through checkout. If a delivery is attempted and you are not there to receive a redelivery fee is applicable.

Q: 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 estimated shipping costs for the items in your cart. 

Certain large and/or heavy items will be shipped via a LTL/Freight service. These items are indicated as such on the product description page as well as in the shopping cart upon checkout. 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 LTL/Freight service for smaller sized items. Whether your order will be shipping via small package or LTL/Freight carrier, the online shipping estimate will tell you exactly how much you will be charged for shipping. 

Q: I operate a business from my home; can I select "commercial" when entering my shipping address during checkout?  

No, you must still select "residential" in your shopping cart because the carriers still consider your address residential. 

Q: Do you ship to PO or APO/FPO boxes? 

No, we only ship to physical addresses.

Q: Can I request that my order be delivered at a certain time? 

Select "Call Before Delivery" under the shipping options during checkout.

Q: What does Call Before Delivery Mean?

Approximately 24 hours before the estimated arrival of your order, the LTL/Freight Carrier who is shipping your product will call to schedule a delivery appointment using the phone number provided at checkout. NOTE: Selecting this option may add an additional day to your order's transit time.

Q: What is a Typical Delivery Window?

A 4-hour delivery window is typical; this may vary by carrier and shipping destination. A "Call Before Delivery" is required for residential deliveries and recommended for businesses with irregular hours (Monday through Friday, 8:00 a.m. to 5:00 p.m. "Call Before Delivery" only applies to the item(s) in your order shipping via LTL/Freight carrier. If you are unavailable to accept your delivery during the scheduled appointment, you will be responsible for any redelivery fees owed to the carrier. Additional fees will apply if you require a time-specific delivery in which the typical 4-hour window needs to be shortened.

Q: The LTL/Freight carrier didn't show to my appointment! What's Next?

If the carrier misses the delivery appointment, they will reschedule it.

Q: I didn't set up a scheduled delivery time. What's Next?

If a delivery is unable to be completed because a "Call Before Delivery" was not selected during checkout, the carrier may charge a redelivery fee in order to reattempt delivery. In these situations, we will contact you via email regarding the fee and will require an approval to charge any fees necessary, in order to avoid additional delays or penalties with the carrier.

Q: Do I need a lift gate for my shipment?

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. Dock height is approximately 52” high and is standard. The "LTL/Freight Carrier w/ Liftgate" option includes the fee for the liftgate. A higher fee may apply if a liftgate must be added after an order has shipped. If delivery is unable to be completed because a liftgate was not selected during checkout, a redelivery fee may apply in addition to a liftgate fee. In these situations, we will contact you via email regarding the appropriate fees and require authorization of payment if necessary in order to avoid additional delays or penalties with the carrier.

Some larger items may be too large or heavy for a lift gate and will require a truck-level loading dock or a Fork Lift Service to coordinate with the delivery. If you do not have access to either option, we recommend contacting a local moving company to arrange inside delivery

Q: What is a liftgate?

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.

Q: Do you ship internationally?

Yes, we 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.  

Q: What is a Customs broker and why do I need one?

 A broker is a 3rd party service provider, hired by you to facilitate the import of items into your country from the U.S. These charges will be billed to you directly and are your responsibility to arrange prior to placing the order. If you have already determined a broker for your shipment, add the broker's name, phone number and additional information in the additional comments 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.

Q: What is a freight forwarder?

A freight forwarder combines shipments for individuals or companies into truckload lots to transport to your final destination/country. The customer is responsible for contacting the freight forwarder to set up an account before placing an order. All duties, taxes, or fees from your forwarder are separate from our shipping and handling charges, as well as the Freight forwarders fees for their services. The Products shipped to a Freight Forwarder are FOB (Freight On Board) Factory and Hotel Restaurant Supply will not be held responsible for any issues concerning product once the Product has left the Factory.

Receiving Orders

Q: Item(s) in my LTL/Freight carrier order were damaged. What should I do?

If any part of your order is damaged or missing, please contact one of our Customer Service Specialists within one (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 one (1) business day
  • Keep the damaged packing materials for inspection
  • Take pictures of the damaged items and packaging

Q: Who is responsible for my damaged products?

If you receive any damaged products, we will first go to the carrier company to pursue reimbursement for these damages. By signing the delivery receipt you are taking responsibility and ownership for the shipment in the condition noted. This will release the Freight Carrier of any liability. Once this occurs, 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. 

Q: 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 one (1) business day of receipt so we can find a solution for you. We require pictures of the damage to help with this process. . If the box is clearly damaged you may refuse the item and contact us immediately, that way we can contact the manufacture to re-ship the item.

Q: My Order never arrived. What do I do?

We will contact the Freight Carrier on your behalf to investigate the location of your product. In the rare case that the product is misplaced, they will commence a search for your product. This process can take anywhere from 1-10 business days. If your shipment is found, we will continue the delivery to your location. If it is deemed lost, we will work with you to provide a satisfactory resolution.

Q: How long will it take for my order to arrive?

In Stock orders typically process and ship within 2-3 business days. Since items will be shipped directly from the manufacturer, delivery times may vary. LTL/Freight 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. Shipping companies may observe additional holidays. All standard ground delivery times and LTL/Freight carrier shipments are estimates and are not guaranteed.

If you need your order sooner than listed above, please contact us immediately after placing the order with your order number on hand in order to authorize any additional charges involved in expediting shipping.

Q: What is the Cut Off for Next or Second Day Delivery?

These orders must be placed before 12:00 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 12:00 p.m. EST will be processed on the following business day.

Q: How long will it take for my order to arrive?

In stock items usually ship within 2-3 business days.

For orders that will ship via LTL/Freight carrier, the transit times may take 1 to 7 business days depending on the factory of Origin.

Q: I received an item that is different from what I ordered. What should I do?

If you believe you received the incorrect product, please keep the item(s) unused and in the original packaging and reach out to our Customer Service team. They will work with you to reship the correct item or offer a refund. We require a picture of the incorrect product you received and will cover the cost of return shipping for that item.

Item(s) in my order are missing. What should I do?

If any part of your order is missing, please contact us within one (1) business days of receiving your order so we can locate the missing products for you.

Q: Will my whole order come in one shipment?

If multiple manufacturers are involved in your order, you will receive multiple shipments. We will send you tracking information for each separate shipment to help track your order. 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.

Q: What is your return policy?

Click here to view our Return Policy

Q: 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 25-50% of the item(s) cost, depending on the manufacturer.

Q: 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.

Q: How do I return an item?

To create a return, go to Returns under tools and resources. Please fill out the form and submit it. Our returns department will get back to you as promptly as possible.