Elite Restaurant Equipment Orders:
Availability - Occasionally we will temporarily run out of stock of an item due to high demand. If this is ever the case for an item you ordered, we will send you an out-of-stock e-mail within 24 business hours. If you have a time-constraint on your order please respond to the e-mail and our Order Support team will work on a solution for you. You can also feel free to contact a Customer Solutions Specialist to check stock on the items you're purchasing before your order is placed to ensure availability.
Canceling/Modifying an Order - Please contact us immediately if you would like to cancel an order. If an order is already processing in our warehouse and being packed to ship, we cannot guarantee that the order can be canceled. In order to maintain accuracy and efficiency in our order process, we are unable to alter any orders after they have been placed. If you would like to add to or modify your order in any way, please contact a Customer Solutions Specialist to cancel the order so you can reorder exactly what you need. Our warehouse works on the weekends to package orders up so they are ready for shipment on Monday morning. Although we do not ship on the weekends, if an order is packaged to ship over a weekend and billed out, the order is not able to be canceled. If we cannot cancel an order because it has already shipped from our warehouse, please see our returns procedures. Should an order be cancelled, there is a 25% - 30% restocking fee and shipping is non-refundable. Even if the shipping charge is listed as $0 on the order, the true shipping cost is charged. Canceled orders that do not require restocking may be subject to up to 10% cancellation fees.
Custom Orders - All custom, made to order, and special made orders cannot be returned and/or exchanged under any circumstances. Once approved by customer and accepting invoice, the sale is final.
Check Payments - We accept check payments for orders totaling over $500 (excluding shipping). Please note: once we receive the check there will be a 5 business day waiting period prior to processing your order as your check clears. To expedite the waiting period, you may send a certified check for payment. We can begin processing your order as soon as a certified check is received. If you are interested in paying by check, all you need to do is continue through the checkout process and click on "Check or Money Order" located in the "Payment Type" box on the Review Order page during checkout. You can also contact us after the order is placed if you'd like to mail a check, certified check, or wire transfer. Please note the order will be on hold until funds are received.
Credit Card (Preferred Method) - We ask that all orders be placed online via credit card payment. From the shopping cart, you have the option to check out using our secure server such as PayPal. We accept all major credit cards including MasterCard, Visa, American Express and Discover.
Currency - All of our pricing is listed in US funds. When ordering outside of the United States, the funds are converted to the local currency of the ordering country on your credit card statement. Since we only charge items as they are shipped, the rate of exchange is locked in at the time your order is shipped, and not when the order is placed. Credit card companies may charge a currency conversion fee. Please contact your bank for further details.
Financing - We now offer financing for orders with a subtotal of $500 or more through a 3rd party company, LeaseStation. The lease option will be available in your cart if your pre-shipping charges total is $500 or more and equipment items are at least 90% of the order. Once you fill out your shipping information, you will be redirected to fill out an application for financing with LeaseStation. You will be notified within hours if you've been approved.
Upon approval from LeaseStation, a representative will contact you to:
- Discuss the terms of your lease
- Collect a $125 processing and application fee
- Collect the first month's payment as a down payment
Once you have received approval, and we receive the funds from LeaseStation (a few business days), we can begin processing your order.
Note: Financing only available for orders within United States.
Purchase Orders- Unfortunately, we are unable to accept Purchase Orders. All orders must be placed online and paid for in full at the time of purchase. Our preferred method of payment is via credit card through our secure server, but if your order is over $500 (excluding shipping) you may pay by check or wire transfer.
Wire Transfers - We accept payments by wire transfer for orders totaling over $500 (excluding shipping). For more information, please email us at [email protected] and one of our Customer Solutions Specialists will be happy to assist you!
Store Credit - Any store credit given out is redeemable for 6 months from date of issuance unless otherwise noted. Once store credit is issued, if transferred to another party or transferred to cash, Elite Restaurant Equipment is liable to reduce it by up to 35%. This applies to store credit given for claims, refunds, returns and exchanges. Store credit does not apply for shipping.
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Information Collection & Use - Elite Restaurant Equipment is the sole owner of the information that is collected from customers on this site. We do not share any information about you with third parties in any way. Customer information is used by Elite Restaurant Equipment to:
- Process orders
- Provide a personalized shopping experience for registered customers
- Send e-mail newsletters full of specials and helpful information to those who opt to receive them
- Monitor traffic patterns to improve our site's functionality and user-friendliness
We collect customer information with one goal in mind: Serving you to the best of our ability.
Registration - At Elite Restaurant Equipment, we strongly encourage you to register with us during the checkout process. Registration is not mandatory to complete checkout, but by registering you receive the following benefits:
- Access special sections of the site, such as the My Account section, where you can track current orders, view old ones, and update your billing and shipping information.
- Reorder quickly by browsing through the items you've purchased in the past with our Rapid Reorder feature.
- When contacting Customer Support regarding your order, we can quickly and easily see all past orders for registered users.
All of the information we receive from you in the registration process is transmitted over a secure server and kept in a secure location. You can only access your information after logging in with the unique e-mail and password combination you created during registration.
Security - At Elite Restaurant Equipment, we make ensuring your security while shopping on our site a top priority. To do this 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.
Sharing Information - At Elite Restaurant Equipment, we use outside companies to ship orders and to process credit card transactions. We only provide these companies with the appropriate and necessary information. They do not store, share, or retain this information in any way.
Tell a Friend - When you elect to refer Elite Restaurant Equipment to a friend, we ask for your friend's e-mail address to send the referral. Your friend can rest assured, after the referring e-mail is sent we do not store your friend's e-mail address. It is solely used to send the one time e-mail.
Updating User Information - Registered customers can update their user information at any time by logging in and accessing the My Account section of our site.
Color Policy - Our Images Department makes every effort to portray the color of an item as accurately as possible on our site. However, the color of an item may appear differently according to the settings on your monitor. Unfortunately we cannot guarantee the accuracy of the color displayed on your monitor.
Image Policy - We strive to provide the most accurate images of our products as possible. However, despite our best efforts, some product images prove difficult or impossible to obtain. In these cases, we will use the closest representative image we can find for the product. These representative, illustrative images may show optional accessories or features, or may be an image of a similar product. Therefore, we recommend that you carefully read the product description and other related product literature such as Specification Sheets, MSDS Sheets, etc., before placing your order. If you have any questions or concerns about a product even after reading the description and product literature, please contact us.
Warranty Policy - If a warranty is available for an item, the details of the United States warranty can be found listed in the item description, or as a downloadable link on the item's page. All warranties are handled based on the manufacturer's warranty policy and/or based on Elite Restaurant Equipment's warranty. Since manufacturers warranty policies vary, please contact a Customer Solutions Specialist to verify warranty info before placing your order. Warranties for compressors and/or condensers require deductible + shipping charge (if applicable) if unit is outside of 1 year parts and labor warranty. Elite Restaurant Equipment does not provide any warranty for parts purchased on the website. Furthermore, since the equipment we distribute is manufactured for use in commercial establishments, Elite Restaurant Equipment is unable to warranty any order placed for residential use.
Refrigeration Equipment Warranty Policy - Refrigeration Compressor Warranty Information: Elite Restaurant Equipment offers a 5 year warranty on your refrigerator's compressor, and a 1 year warranty for parts and labor. Please note that while cooling components are covered under warranty, everyday wear and tear is not. In the case that a refrigeration technician needs to be dispatched to repair your item, our warranty covers up to $100 for a service call fee, and up to $65.00 per hour for labor. The 5 Year warranty will be honored at the manufacturer’s and/or Elite Restaurant Equipment’s discretion. The condensing unit/compressor including: condensing coil, evaporator coil, fan and blower must be maintained to a level of up keep standardized in the food service industry. If you fail to regularly maintain your refrigeration equipment, your warranty may not be eligible for service and/or replacement. Be sure to regularly clean and check your refrigeration equipment by licensed professionals. Also, evaporator drip pans may need to be manually emptied if necessary, especially in hot climates. Elite Restaurant Equipment strives to continue to lead the restaurant equipment online industry. We use our knowledge and experience to advise you on problems before they occur. Be sure to comply with our policies to have the most profitable and pleasant experience possible.
All United States warranties are valid and upheld to a different degree then the following provinces/territories in Canada: ONTARIO, BRITISH COLUMBIA, MANITOBA, ALBERTA, SASKATCHEWAN, QUEBEC, NEWFOUNDLAND AND LABRADOR, NEW BRUNSWICK and NOVA SCOTIA. If you are located in Canada and want additional information on Manufacturer / Elite Restaurant Equipment warranty please contact us. In addition, Canadian warranties may have a shorter length than United States warranties due to transit expenses. Please calify any additional warranty information by contacting us.
For items being used internationally, please confirm if the warranty is valid in your area.
Scratch & Dent Policy - Although we do not sell used goods, Elite Restaurant Equipment offers discounted prices on brand new items that were either damaged in transit, or in our warehouse. These items are classified as "scratch & dent" and can be found in our scratch & dent outlet. As always, ERE's goal is absolute transparency. All damages, missing parts, and imperfections are pictured, and are outlined in each respective product's description. These items are individually pictured at all angles, so what you see is what you get. Elite Restaurant Equipment is not able to accept returns on scratch and dent items, unless the reason of return is based on an imperfection that affects functionality, and was not disclosed on the product page. Also, Elite Restaurant Equipment does not offer any warranty on items labeled "Scratch & Dent."
Returns for Commercial Shipping Addresses - All regularly stocked items may be returned to us if the item has not been used and can be put back in the original packaging. In order for returns to be accepted, your items must be returned within 30 days from receipt of your order. Also, if the item you are returning is a refrigerator or freezer, please note that tampering with the item's natural settings may void eligibility for a return. Please contact a Customer Solutions Specialist before returning an item back to us. We will create a return authorization for you and send you an e-mail with instructions on how to complete the return. Upon receipt and inspection of returned product(s), you will be credited the amount paid for the item(s) minus a 25% - 30% restocking fee and total shipping cost.
Returns of defective or DOA items are also handled based on the manufacturer's return/warranty policy. Since manufacturers' return policies and restocking fees vary, please contact a Customer Solutions Specialist as soon as possible if you wish to return an item so we can get the return set-up for you with the manufacturer.
The return shipping fee is the customer's responsibility. For international returns, you will be responsible for the brokerage fees, duties, and taxes that may be applied. These fees may be applied after the return has been completed. All shipping fees are customers responsibility and are non-refundable, both to and from Elite Restaurant Equipment and its subsidiaries.
Why do we charge restocking fees? The reason is to keep prices as low as possible for you. When an item is returned, there are a lot of costs associated with processing the return. Companies that do not charge restocking fees simply pass the costs of their Returns Department onto their customers through higher prices. Instead of raising our prices and charging every customer for frivolous returns costs, we only charge a restocking fee for items that are returned to us. The industry standard for restocking fees is 30%, but we lower this to 25% when possible for our commercial customers.
Custom Orders - All custom, made to order, and special made orders cannot be returned and/or exchanged under any circumstances. Once approved by customer and accepting invoice, the sale is final.
Returns for Residential Shipping Addresses - All regularly stocked items may be returned to us if the item has not been used and can be put back in the original packaging. In order for returns to be accepted, your items must be returned within 30 days from receipt of your order. Please contact a Customer Solutions Specialist before returning an item back to us. We will create a return authorization for you and send you an e-mail with instructions on how to complete the return. Upon receipt and inspection of returned product(s), you will be credited the amount paid for the item(s) minus the restocking fee, and total shipping cost.
Equipment and Special Order items cannot be returned.
The return shipping fee is the customer's responsibility. For international returns, you will be responsible for the brokerage fees, duties, and taxes that may be applied. These fees may be applied after the return has been completed.
Why do we charge restocking fees? The reason is simple: to keep prices as low as possible for you! When an item is returned, there are a lot of costs associated with processing the return. Companies that do not charge restocking fees simply pass the costs of their Returns Department onto their customers through higher prices. Instead of raising our prices and charging every customer for frivolous returns costs, we only charge a restocking fee for items that are returned to us!
Returns on Items Damaged In Transit - Elite Restaurant Equipment offers everything from forks and knives, to refrigerators and pizza ovens. The overall size and weight of your package(s) will determine whether the order will ship as freight on an 18-wheeler semi truck, or as a parsal on a small package FedEx truck. These two types of shipments have different receiving policies. Once your order ships, Elite Restaurant Equipment will send you all applicable tracking and carrier information so that you properly prepare for you delivery.
For instructions on how to accept a freight delivery, please refer to the "Shipping Policy" provided below. If your freight shipment was damaged in transit, it is critical that you either:
- Accept the Delivery
- Sign the delivery receipt as "DAMAGED", accept the delivery, and contact us within 24 hours. This is the best option for a shipment received in usable condition, with cosmetic damage. If the delivery receipt is signed for without acknowledging damage, we may not be able to replace your item or provide any compensation.
- Refuse the Delivery
- If the item's condition is not usable, or simply does not meet your standards, refuse the shipment. We will send you a replacement right away. Declining a replacement and returning your order at this stage will subject you to restocking and shipping fees as per our policies.
All customers are entitled to a replacement, or compensation for damages if the freight delivery instructions are followed properly. Failure to follow the instructions will void the possibility of a replacement, compensation, or a return.
Small Package Shipments
Unlike freight shipments, small package shipments do not always require a signature for delivery. Therefore, a customer receiving a small package may not have the opportunity to refuse a visibly damaged shipment. Please follow these instructions if your package is damaged upon receipt:
- Most damaged shipments have visible rips and dents on the packaging. Before unpacking, take pictures of each angle of the box(es).
- In many instances, damage on the packaging does not translate into damaged equipment. Proceed to unpack the box(es) and search for damage.
- If damage is found on the item(s), take pictures of the damage and contact us within 24 hours. Failure to contact us within this time frame may void the possibility of a replacement, compensation, or a return.
Following these instructions ensures eligibility for a replacement, or a compensation for damages. Opting to return the damaged item, thus cancelling your order is an option as well. However, choosing this option will subject you to restocking and shipping fees as per our policies.
Returns on Parts and Accessories - All parts and accessories are non-refundable unless otherwise stated in the description. If a part and/or accessory is defective, it will be replaced.
Freight Shipments - Any package that has visible external damage should be refused. If this scenario occurs upon your delivery, please let the driver know that you are refusing the shipment due to damage. Immediately contact us at (888) 886-7279 so we can send a replacement item to you as soon as possible. Even if the packing materials appear to be in good order. It is your right and responsibility to fully inspect the item. You may take as much time as needed to completely unpack your purchase. The driver is required to wait while you do so. After unpacking, carefully inspect the merchandise. Check all panels for dents and dings, paying close attention to corners. Check any exposed pipes, tubes, and coils closely for possible damage. Check to make sure all glass is intact. If you find any significant damage or missing parts, call us immediately. Minor cosmetic damage can be repaired so be sure to call us upon
inspection. Do not let the driver push you to sign, call us and have the driver wait.In certain time-critical instances, the truck driver will not allow you to perform a thorough inspection of your package(s). Don’t worry! You’re shipment is still insured. Please take the following steps if you’re driver is not allowing you to fully unpack your item(s):
- Write "SUBJECT TO INSPECTION" on the delivery receipt.
- Sign the delivery receipt and accept the delivery.
- Unpack the item(s) completely.
- Inspect for any damages and/or missing parts.
- Contact us within 24 HOURS to report any damages and/or missing parts.
If after uncrating and examining the item you are fully satisfied, sign for the package and enjoy your new
purchase. If you have found minor cosmetic damage but wish to keep the item, please notate the damage
clearly on the bill of lading before signing. Be advised that certain parts or panels cannot be replaced, and
some cosmetic damage is irreparable. If you are uncertain about any aspect of the delivery, please do not
sign anything and call customer service for further instructions.
Canadian Shipments - Orders shipped into Canada may incur additional duties, taxes, and other fees to cross the border. The charge shown on our site's shipping calculator will not show these fees. Orders shipped via common carrier require a broker to facilitate the import of your items into Canada. If you already have a broker, simply give their information to the common carrier after it is requested from you. If not, contact us so that we can assist you.
Damaged/Missing 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 proof of delivery before signing
- Keep your copy of the Proof of Delivery
- Contact us within 1 business day
- Keep the damaged packing materials for inspection
- Take pictures of the damaged items and packaging
Our warehouse gives great attention to packaging every order for shipment. Unfortunately damage does occur occasionally during transit and we must go to the carrier company to receive reimbursement for these damages. By signing the Proof of Delivery 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 Proof of Delivery, we CANNOT guarantee any compensation for damages.
Damaged/Missing items (FedEx) - Great care is taken when packing your order, but on rare occasions damage may occur or an item may have been missed. If any part of your order is missing or damaged, please contact us within 5 business days of receiving your order so we can find a solution for you!
Delivery Time - We're dedicated to getting your order to you as fast as possible, so our warehouse strives to have orders processed and ready to ship within 1-2 business days (Monday through Friday, 8:00 a.m. to 4:30 p.m., EST). Most products ship out of our Brooklyn warehouse. However, some items will be shipped directly from the manufacturer, in which case the delivery times may vary. Common carrier deliveries range from 1 to 10 days for delivery, depending on your proximity to the shipping origin. FedEx ground shipping can take anywhere from one to seven days. All delivery times are estimates.
Refused Shipments - Any refused items with intend on redelivery or returns is subject to fee directly from the Freight/ Shipping company.
For additional shipping charges, FedEx 2nd Day Air guarantees delivery of your order by the end of the second business day from when the order was picked up from our warehouse by FedEx. FedEx Next Day Air guarantees delivery of your order by the end of the next business day after your order was picked up from our warehouse by FedEx. Expedited shipping is not an option for common carrier shipments.
In addition to the United States and Canada, we can ship most items via DHL Express to the following countries:
- Dominican Republic
- Hong Kong
- New Zealand
- Puerto Rico
- South Africa
- United Kingdom
- US Virgin Islands
We also ship to U.S. based freight forwarders for larger orders; however, you would be responsible for contacting them to set up an account before placing an order. Please note freight forwarders will charge additional fees for their services. Any duties, taxes, or fees from your forwarder are separate from our shipping and handling charges. Unfortunately we are unable to ship to PO or APO/FPO boxes at this time. If a shipping carrier deems your address inaccessible for delivery, they will make final delivery at the closest shipping terminal or return the shipment to us. If you are concerned about delivery to your address, please contact us before placing your order.
Errors in Shipment - Great care is taken when packing your order, but on rare occasions errors may occur. If there is an error with any part of your shipment, please contact us within 5 business days of receiving your order so we can find a solution for you.
Methods & Charges - Elite Restaurant Equipment ships the majority of its products via FedEx, however, for certain large and heavy items, a common carrier freight service is used. Common carrier items are noted in your shopping cart. Additional shipping charges may apply.
Shipping charges for common carrier and FedEx items are calculated by factoring in the weight, dimensions, and shipping distance. Our shipping calculator is linked live with FedEx so we charge FedEx list rates to ship the items to your location.
Elite Restaurant Equipment strives to offer you the best price that we can. Some online retailers may offer "free" shipping but upon closer scrutiny, most customers find that our price is still one of the best out there even when shipping charges are added in. Some of our items do ship for free, and are denoted as such on our site. In this case, we're simply passing along savings from the manufacturer to you.
The vast majority of our products can be shipped via FedEx to a residential address. Bear in mind that FedEx charges 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. Freight deliveries to a residential address will be subject to an addiitonal $75 fee.
Special Order Items - In order 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.
Split Shipments - To save you the hassle of dealing with multiple shipments, we will make every attempt to ship your order in one shipment. 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.
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