shipping policy

Shipping policy

Shipping Rates

Shipping rates are calculated based on carrier pricing, which may vary depending on weight, dimensions, shipping method, and delivery location. Some items—particularly large or bulk orders—may require a custom freight quote. If this applies to your order, a USA Restaurant Suppliers representative will contact you with a quote prior to fulfillment. You are also welcome to contact us before placing your order to request a freight estimate. 

Freight Shipping 

Items too large for parcel services (e.g., UPS, FedEx, USPS) will ship via a common freight carrier. Freight shipments may require a scheduled delivery appointment, available for an additional fee. 

  • If the freight carrier misses a scheduled appointment, they will reschedule at no additional cost. 

  • If you are unavailable at the scheduled time, you are responsible for any redelivery charges. 

Liftgate Service 

If your delivery location does not have a commercial loading dock or forklift, a liftgate is required to lower your order from the truck. 

  • The liftgate option must be selected at checkout. 

  • If the carrier is unable to deliver due to lack of a liftgate and one was not selected, you may be charged additional liftgate and redelivery fees. 

  • Once the product is offloaded with the liftgate, unless Inside Delivery is available and paid for, you are responsible for moving it indoors using your own equipment or personnel. 

Commercial Limited Access Addresses 

Deliveries to limited-access commercial addresses (e.g., universities, golf courses, country clubs, military bases, etc.) may incur additional delivery fees. Please notify us in advance if this applies to your order. 

Residential Addresses 

If your delivery address is residential, even if you operate a business from that location, you must select “Residential” at checkout. Carriers charge additional fees for residential deliveries, and these are the responsibility of the buyer. 

Address Changes After Checkout 

If your shipping address needs to be changed after an order is placed, contact us immediately. Most carriers will charge a reconsignment fee for address updates once an item is in transit. This fee is the responsibility of the customer. 

International Orders 

USA Restaurant Suppliers ships products worldwide. The following terms apply to all international orders: 

Electrical Compatibility 

Products manufactured in the United States may not comply with your country’s voltage or frequency standards. It is your responsibility to verify compatibility before ordering. 

Freight Forwarders 

Freight shipments to destinations outside the contiguous U.S. require a freight forwarder. Customers are responsible for hiring and coordinating with their own freight forwarders. We can assist in recommending a provider upon request. 

Payments 

International payments must be made by wire transfer or U.S. money order. All transactions are processed in U.S. dollars. 

Taxes & Duties 

All international orders may be subject to import taxes, duties, and fees as determined by your country’s customs office. USA Restaurant Suppliers is not responsible for these charges and cannot estimate them. Failure to pay duties may result in undeliverable shipments and forfeiture of your order. 

Warranty Coverage 

Manufacturer warranties may not be valid outside the United States. Please confirm with the manufacturer directly regarding coverage before purchase. 

International Returns 

Returns are not accepted for international shipments, except in cases of verified defective items in new condition.
 

International Tracking 

You will receive tracking details up to the point the shipment arrives at your freight forwarder. You must coordinate with your forwarder for continued tracking and final delivery. 

Damaged or Missing Items – Freight Shipment 

Inspect all freight shipments — including opening or unwrapping packaging if the contents are not visible — immediately upon delivery. If your order is damaged or items are missing: 

  1. Clearly write “DAMAGED” on the delivery receipt before signing 

  1. Retain a copy of the signed delivery receipt 

  1. Notify us within 2 business days 

  1. Do not discard packaging or move the product until photos are taken 

  1. Take clear photos of all damages and packaging 

We will assist with the carrier claim process and provide replacement items as needed. 

Important: If you sign a delivery receipt without noting damage, you are confirming that the shipment arrived in acceptable condition. In this case, no damage claims can be submitted, and no reimbursement will be issued. 

Damaged or Missing Items – Parcel Shipments 

Please inspect parcel deliveries upon arrival. If any items are missing or damaged, retain the original packaging and contact us within 2 business days. We will assist in locating missing items or filing a claim with the carrier. 

Defective Products 

If a product is defective upon delivery, please contact us to initiate a warranty claim. Warranty coverage is determined by the manufacturer. We are happy to assist you in the process. 


Refused Shipments or Unauthorized Returns 

Refusing delivery or returning an order without prior authorization will result in: 

  • A 35% restocking fee 

  • All applicable crating and shipping charges (both directions) 

  • The customer assumes liability for any damage incurred during the return transit 

Unauthorized or refused shipments are not eligible for a refund unless the product was damaged in transit or approved in advance.