Shipping Policy

Damaged/Missing/Lost Items

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.

Liftgate

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 are unsure, contact our Customer Support team.

Delivery Time

All orders are typically 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 8 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 allow additional time for delivery. TheKitchenGuys.com observes at a minimum, 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. Inclement weather may also cause shipping delays that are not covered by this guarantee.

Packaging

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 more eco-friendly. 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.

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 and may not be returnable.

Split Shipments

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 TheKitchenGuys.com 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.

Address Changes or Reconsignments

If a shipping address needs to be changed once an order has been processed, carriers will charge a reconsignment fee to update the shipping address.

If an address change is requested, we will contact you via email regarding the amount of the carrier's fee. If we do not receive confirmation regarding the fee and address change, we will leave the address as it was originally entered during the checkout process.

Please note that if the carrier attempts delivery to the original address and they are unable to deliver, redelivery fees may apply in addition to any reconsignment fees.

Destinations

We primarily ship throughout the U.S. and Canada. TheKitchenGuys.com does not currently ship internationally. We are also unable to ship to PO boxes, APO/FPO boxes or Viabox at this time. If you plan to ship to a carrier terminal or store location such as a FedEx or UPS Store, please be aware that carriers will not accept deliveries from one another. 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 our warehouse. Contact Customer Service via LiveChat if you have any questions.

Duties and Taxes

TheKitchenGuys.com is a U.S.-based company, therefore duties and taxes will be assessed on any items shipping outside of the United States. Duties and taxes depend on the type of items being shipped, harmonized codes, and the discretion the customs agents have in evaluating these costs. The charge shown on our website’s shipping calculator will not show these fees.

Freight Forwarders

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. TheKitchenGuys.com 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 final destination.

Commercial Limited Access Addresses

Additional fees may apply if you are shipping to a limited access location, such as a university, prison, military base, or country club.

Commercial and Residential Shipping Addresses

Commercial carriers will deliver the majority of our products to a residential shipping address. If you operate a business out of your home, you must still select "residential" in your shopping cart because the carriers still consider your address residential.

Notice to Residential Customers

While TheKitchenGuys.com 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 Support team.