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.
Returns for Commercial and Residential Customers
All regularly stocked items, except for 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.
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.
Returns for Consumable Products
We are unable to accept returned consumable products. This allows us to ensure the products are good to use, not tampered with, and have adequate shelf life.
Call Before Delivery
By requesting a FREE "Call Before Delivery," the carrier will contact you approximately 24 hours before the estimated arrival of your order to schedule a delivery appointment using the phone number provided at checkout. Selecting this option may add an additional day to your order's transit time. 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 common carrier.
If the carrier misses the delivery appointment, they will reschedule it. 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.
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 charge the card on file if necessary in order to avoid additional fees with the carrier.
Damaged/Missing/Lost Items - Common Carrier
If any item or packaging is damaged or missing, or if you have any doubt about possible damage, you MUST do the following:
• Note it clearly on the delivery receipt before signing
• Keep your copy of the delivery receipt
• Contact us within 1 business day
• Keep the damaged packing materials for inspection
• Take pictures of the damaged items and packaging
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.
There are rare occasions where our freight carriers may lose a shipment. In these situations, it's our highest priority to find your items and we will work with the carrier to do so. Dock checks with the carrier take approximately 3-5 business days to complete. 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.
Damaged/Missing/Lost items - Ground
Upon receiving your order, please inspect it for any damaged, lost, or missing items. 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.
There are rare occasions where our carriers may lose a shipment. In these situations, it's our highest priority to find your items and we will work with the carrier to do so. Traces with ground carriers take approximately 1-3 business days to complete. 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.
Due to the strict time-frame we have to deliver refrigerated and frozen food items to you in acceptable condition, if an item is damaged or missing, please contact us within 1 business day of your shipment's original ETA so we can find a solution for you. We may request pictures of the damage and for you to take a picture of the temperature of the item to help with the process.
You are responsible for checking the internal temperatures of refrigerated and frozen products immediately upon delivery to ensure they are received at food-safe temperatures according to the U.S. Department of Agriculture's (USDA) guidelines. Please contact us within 1 business day of your shipment's original ETA if you have any concerns about the temperature or conditions of your shipment. Once the shipment is received you are responsible for storing or handling the items properly to maintain food safety.
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. Inclement weather may cause shipping delays that are not covered by this guarantee.
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.
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. Supplyitall 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 destination.
If you do not have an elevated loading dock or forklift to unload your items from the truck, you will need a liftgate and must select this option at checkout. The "Common 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 charge the card on file if necessary in order to avoid additional fees with the carrier.
Some items like large outdoor ice merchandisers or very long pizza prep tables may be too large or heavy for a lift gate and will require a truck-level loading dock. If you do not have one, we recommend selecting White Glove delivery. If you are unsure, contact our Customer Solutions Team.
Notice to Residential Customers
While Supplyitall is designed specifically for those in the commercial food service industry, we will ship most items to residential customers. As a residential customer, please consider the following information when placing your order:
Commercial Refrigeration and Cooking Equipment
It is important to keep in mind that many of these items may not meet your consumer-level expectations if used in your home. Commercial cooking equipment:
• Is designed for functionality and heavy use commercially and may not meet your expectations in terms of aesthetics or ease-of-use.
• Is often much louder than a comparable non-commercial piece of equipment.
• Consumes much more power than consumer-style equipment
• Is not insulated as thoroughly as consumer-level equipment and generates much more heat. Many pieces of commercial equipment also require a ventilation hood system, and a fire-suppression system to adhere to local fire and building codes.
• Installed in a non-commercial setting would most likely void your homeowner's insurance and the equipment manufacturer's warranty.
The right is reserved to deny shipment for residential usage; if this occurs, you will be notified as soon as possible.
If you have any question about the suitability of a particular piece of equipment you're considering for non-commercial use, please contact our Customer Solutions Department.
Methods & Charges
Most of our products can be shipped with a parcel carrier to a residential address. Bear in mind that these carriers charge more to ship to a residential address versus a commercial address. This difference is usually several dollars but varies by region and will be reflected in your shipping charges.
Packaging that is used during shipment is designed to keep the contents of your order safe from damage or mishandling of products. On occasion a shipment will be received with damage to the packaging. Because the packaging is designed to protect the products that we ship, compensation will not be offered for packaging damage. If the actual items in your shipment are damaged, please contact us right away so we can arrange for compensation or replacement. Occasionally we will ship items in recycled boxes which may contain descriptions unrelated to the products inside in an effort to be eco-friendlier. This practice also allows us to cut costs on packaging which then is reflected into lower prices on our items. Be sure to inspect the actual items inside of the packaging before refusing a shipment due to incorrect information on the boxes.
Refrigerated and Frozen Foods Shipping
To control the amount of time in transit for these perishable items, they are only shipped on select days of the week based on which shipping method you choose.
Ground: Orders ship Monday through Wednesday with most orders placed before 2 p.m. EST on Wednesdays being fulfilled that same day.
Second Day: Orders ship Monday through Wednesday. Orders placed before 2 p.m. EST on Wednesdays will ship the same day.
Next Day: Orders ship Monday through Thursday. Orders placed before 2 p.m. EST on Thursday will ship the same day.
Orders placed after the cutoff will ship the following Monday.
Special Order Items
To maximize the products, we're able to offer to you, some items on our website are not normally stocked in our warehouses. These items may be shipped directly to you from the manufacturer or brought into our warehouse with our next stock order from the manufacturer and then shipped to you.
Please note - we are not always able to cancel special order items once the order is placed and may not be returnable.
While we do try to consolidate shipments as much as possible, we cannot guarantee every item will ship together due to where items are sourced from. If multiple shipments of your order are required, the full amount of the shipping costs will be charged in the first shipment. If you want part of your order sent expedited and the other part sent using standard Ground, please place two separate orders.
Warehouse Pickups and Customer Shipping Accounts
All orders placed through Supplyitall will be shipped to their destination via a commercial carrier. For safety, insurance, and logistical reasons, customers cannot pick-up orders from our warehouse. Due to the high volume of orders we process daily, we are unable to use our customers' shipping account numbers.
Free standard ground shipping when you meet the minimum order amount indicated, before taxes and shipping charges. To redeem offer at checkout, enter the listed code, or, if offer indicates that no code is required, free shipping will be applied to your order automatically once you meet the minimum order amount indicated. Offer is not valid on gift card orders and other exclusions may apply. Not valid for items with extra shipping charges. Offer is good for standard ground shipping only. Standard rules and charges apply for express shipping, expedited shipping and return shipping. Valid within the 48 contiguous U.S. and APO/FPO addresses only. For APO/FPO addresses, expedited and express ship methods are not available and standard delivery time frames do not apply. Not valid with other offers. Previous orders will not be adjusted. Sierra reserves the right to withdraw or modify this offer at any time.