Pre Payment Requirement
We require pre-payment before shipping any order. If you complete your order online, your credit card will be charged when you finish checking out. If you wish to use a non-electronic payment method, please complete checkout and select the appropriate payment method (Check, USPS Money Order, Or Loan/Leasing Company). You may mail your payment to: Pro Restaurant Equipment, P.O. BOX 3546 Oak Brook, IL 60522-3546
Billing and Shipping Address Requirements
We are happy to ship your order to an address that is different than the credit card billing address for your convenience. However, any orders where the billing and shipping address do not match might be flagged by our order system for manual verification and authorization. We use specialized software to help detect fraudulent transactions, and most orders will not be flagged. However, if your order happens to be flagged for manual verification, a customer service representative will contact you to provide documentation of your association with both the billing and shipping addresses, and you will need to fill out and sign a credit card authorization form and return the form by e-mailing the form to info@prorestaurantequipment or faxing it to 888-988-2395 before we continue to process and ship your order. This measure is in place to help prevent fraudulent transactions and helps protect legitimate cardholders and our company from fraud.
Shipping And Order Processing Timeframe
We can ship to virtually any address in the world. Note that there are restrictions on some products, and some products cannot be shipped to international destinations. If you are unable to complete checkout, please give us a call at 800.914.1991 to complete your order and receive a shipping quote to your destination. If you wish to ship freight items internationally outside of the United States or Canada, we will only make arrangements to ship an item to your freight forwarder within the U.S. When you place an order, we will estimate shipping and delivery dates for you based on the availability of your items and the shipping options you choose. Depending on the shipping provider you choose, shipping date estimates may appear on the shipping quotes page. Our normal business days for ship dates are Monday through Friday and our shipping cut off time is 1pm CST. If an item is listed as shipping within 1 business day, most of the time, that item will ship same day if placed before 1PM CST. This is assuming that your payment has cleared and does not require any further verification.
If you place your order after 1PM CST, we will try our best to get it shipped same day but we cannot guarantee this. Items listed as shipping within 2-3 business days are either freight items or items that do not ship from our primary warehouse, so will require additional time to process.
Items listed as special order or have other availability statuses are not stocked in our warehouse and may ship directly from a manufacturer. We will contact you with an estimated delivery time-frame after we verify the lead time with the manufacturer. Special order items are subject to the manufacturer's return policy and may not be returnable.
Please note that we also are closed during all USPS federal holidays, so we will not ship items during observed holidays including, New Years Eve, New Years, Memorial Day, Independence Day, Labor Day, Thanksgiving, Day After Thanksgiving, Christmas Eve, and Christmas.
Please also note that the shipping rates for many items we sell are weight-based. The weight of any such item can be found on its detail page. To reflect the policies of the shipping companies we use, all weights will be rounded up to the next full pound.
We do our best to maintain accurate inventory information on our website and if an item can be added to the cart and you can complete checkout, we will generally ship within 1 business day or within the stated availability on the product page. Special order items or LTL Freight items may require additional handling time. We will contact you if we expect any delays in fulfilling your order.
On rare occasions, an item you order may not be available if an item is out of stock or has been discontinued by the manufacturer, we will contact you and provide options and alternatives. If we cannot find a suitable solution for you, we will cancel your order and refund your money immediately.
Once the order has been shipped, we are no longer responsible for the items. Any products that are received damaged will require a claim with the shipping carrier. WE ARE ABSOLUTELY NEVER RESPONSIBLE FOR ANY SHIPPING DAMAGE. We will do our best to package your order with reasonable protection as to prevent shipping damage.
Any type of Free Shipping or Discounted Shipping promotions only apply to the Lower 48 U.S States. If you reside in any other area, shipping will be charged at the carrier quoted rates. Free Shipping Promotions are always for basic services and lowest cost options, i.e. will not include liftgate services or inside delivery.
If you complete checkout and there is an error in shipping charges, we will contact you to obtain further authorization for any applicable charges before shipping your order.
Order Refusal
Please note, we reserve the right to refuse orders at anytime for any reason which may include:
- Orders not made in good faith or that we believe to be fraudulent
- Orders based on website errors, errors in shipping, errors in quantity discount calculations
- Orders with discontinued or unavailable stock
- Any other reason we deem appropriate
If your order is refused, we will immediately refund your payment and notify you via e-mail stating that your order has been cancelled.
Damaged or Lost Shipments
All of our shipments are insured for the full purchase price. We are not responsible for any damage caused by the carrier or any shipments that are lost by the carrier. After the shipment leaves our warehouse, we cannot guarantee safe delivery of your order.
In the rare occurrence that your shipment is damaged or lost, we can assist you with filing a freight damage claim with the carrier or shipping company. Inspect all packages or crates closely for damage upon receipt. Refuse delivery if the shipment appears to be damaged OR mark any damage on the bill of lading document and make sure the delivery person or driver notes the damage on their documents and computer system.
Please call us immediately at 800-914-1991 so that we can assist you further. If you do not report damages within 7 days of receipt, there will be no recourse.
Make sure to take photographs of the damaged shipment including photos of the outside of the box, the inside packaging, and of the item itself. The more information and proof you can obtain of the damage, the easier it will be to file a successful claim. Send all evidence and proof of damage to info@prorestaurantequipment.com, please make sure to include your original order number in the subject line.
Once the damage or loss claim with the carrier has been processed, we will provide you with specific return instructions for how to handle any damaged items once a claim has been processed and finalized with the carrier.
Correcting Order Mistakes
If you ordered something by mistake or need to modify your order, please contact us immediately at 800-914-1991 and talk to our customer service team. We strive to process all orders quickly and efficiently. Once an order has been processed and shipped, we cannot correct any mistakes or change your order. If your order has already been shipped, please contact our customer service team to obtain an RMA# and to obtain return instructions. Our standard return policy applies after an order has been shipped. You may review our return policy here: https://www.prorestaurantequipment.com/return-policy/
If an order has already been shipped and you need the correct items more quickly, we recommend placing a new order with the correct items so that we can process an order and ship the correct items to you. Once the original order with the incorrect items has been returned, we will credit you back for the original order in accordance to our standard return policy.