FSW Shipping Policy
The shipping charge is calculated within our system based on the dimensions, weight, freight class and by zip code. Our freight calculator communicates with multiple freight carriers to determine the lowest rates available to your location including our volume discount.
Free Freight: FoodServiceWarehouse.com (FSW) offers free freight on a select set of items, as indicated on each product. This offer applies only to the 48 continental states and includes basic delivery charges. Expedited shipping or shipping to Alaska, Hawaii or areas outside of the US will not qualify for the free shipping promotion and will incur additional charges.
Standard Delivery: All standard shipments are curbside delivery only, unless otherwise specified. This means that the delivery driver will only drive the equipment to the property nearest the entrance. If you do not have a "semi-truck high" receiving dock, or own a forklift, you must request a liftgate delivery service at the time of purchase. Liftgate fees are not included in free shipping promotions.
Liftgate Delivery: This service is available for an additional $100.00 during the order checkout process. A liftgate will lower the goods from the truck to the ground, and you will be responsible for the merchandise once it is lowered to the ground.
Definite Delivery: For an additional fee, our freight carriers will deliver at a specific time. Please contact Customer Service at 1-877-877-5655
Delivery Appointment: For an additional fee, our freight carriers will call you in advance to coordinate delivery. Please contact Customer Service at 1-877-877-5655
Residential Shipping: Deliveries made to residential or limited access areas will incur an additional shipping charge. It is the responsibility of the purchaser to identify the shipping address as residential or limited access. Should the shipping information provided to FSW be incorrect, FSW reserves the right to back charge the purchaser upon receipt of the delivery charges.
International Shipping: We do not ship outside of the United States at this time. If you have a freight forwarder, we can work with you on shipping your desired products to them. Please note that we are unable to supply a freight forwarder for you. Call 1-877-877-5655
to set up freight forwarder deliveries.
Products marked "Ships same day if ordered by 3:00pm MST" leave our warehouse within 24 hours of order processing.
- Orders placed after 3:00pm MST will ship on the next business day.
- Orders placed on weekends and public holidays will ship on the next business day.
If item quantity exceeds available warehouse stock, processing time may be delayed.
For receipt of freight shipments, you, the customer, are responsible to follow these specific instructions before you, or the person that receives the freight shipment, signs the Receipt of Delivery or the Bill of Lading from the freight carrier driver. We will not be responsible for orders that are not fully inspected per our instructions.
Standard Delivery. Standard delivery, also known as curbside or “non-liftgate” delivery, involves the delivery driver pulling the truck to the curb of your business. You will be responsible for removing the merchandise from the truck yourself. The driver is not expected to remove the item from the truck or to bring the item inside. If you do not have a loading dock, or the item is excessively heavy, we do not recommend moving the item without assistance. It is recommended that you consider beforehand whether or not you will require liftgate service.
Liftgate Delivery. If you have paid for the additional service of liftgate delivery, then the driver is required to lower the item to the ground for you. The driver is not required to remove the item from the truck or bring the item inside. If the truck has no liftgate, please contact us immediately for further instructions. If you have not paid for the additional service of liftgate delivery, you will be responsible to remove the item from the truck yourself.
Shortages. The first step should be to inspect all packages to insure you have received the exact quantity of items that you ordered. If there are any shortages, you are responsible to note any shortages on the Bill of Lading while the freight carrier driver is physically present.
You Are Responsible. You are responsible to inspect all of the packages and the equipment/products inside of the packaging at the time of delivery. As the recipient, you may spend as much time as necessary to uncrate or remove packaging, to ensure the product is in acceptable condition. If you decide to wait to inspect the packaging or unpack any of the items in the shipment after the driver has left, you will be responsible for any damages that are either in plain sight on the outside of the packaging, or if there are concealed damages that are not obvious until you unpack the items.
After unpacking, carefully inspect the items. Check all panels for dents and dings, paying extra 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 the Customer Service Department immediately at 1-877-877-5655
If Any of Your Order is Damaged. If any of your order is damaged, note the damage on the delivery receipt/bill of lading while the driver is there. You must be as specific as possible when noting damage. This is crucial in distinguishing if the damage is on the outside of the packaging or if it is on the actual item that you have unpacked in front of the driver. Always take photos of any damage that has occurred to be prepared for an inspection from the freight carrier. Do not throw away any of the original inner or outer packaging.
Concealed Damage. In the case of damage to the item and not the outside packaging, this is considered concealed damage. If the driver has already left your delivery location, the freight carrier has no evidence that the item was harmed while in their possession. If any damage is discovered, you must keep the original outer packaging as well as inner packaging. Then, request inspection immediately from the freight carrier plus make a written request to the freight carrier. This must be reported immediately.
If You Sign Your Name on the Freight Bill Without Noting Any Damages. If you sign your name on the freight bill without noting any damages, then you are stating that you have received your order/shipment in acceptable condition. Once this has occurred, there is no possibility of filing a freight claim, and there will be no reimbursement of freight charges, order costs or any other charges incurred by you from FoodServiceWarehouse.com. Once you have signed the Bill of Lading that your shipment arrived in acceptable condition, the item(s) belong to you.
You MUST contact our Customer Service Department.You MUST contact our Customer Service Department at 1-877-877-5655
immediately, while the freight carrier driver is present to report any form of damages. They will instruct you on how to proceed with reporting the damages. If there is a possibility of minor repairs or "cosmetic" damages, Customer Service may be able to assist with ordering replacement parts or panels if applicable. Please have your order number available so that we can assist you as quickly as possible.
Please contact Customer Service at 1-877-877-5655
by the end of the next business day to report a refusal, so that we may promptly submit a replacement order for you.
Refused Shipments & Unauthorized Returns
You Will Be Responsible. You will be responsible for full freight charges and applicable fees going both ways and a minimum 30% re-stocking fee for shipments that are refused for any reason other than the shipment was damaged in transit (not applicable to items damaged in storage) or if the shipping error was made by FoodServiceWarehouse.com.
- If the freight carrier attempts delivery and is unable to deliver for reasons that are within your control, redelivery fees may apply.
- If the carrier attempts delivery with no acknowledgement from the recipient, the goods will be reconsigned to a new address or returned to the manufacturer. Return shipping charges will be your responsibility and will need to be paid in full before redelivery is attempted.
- In the event you have the freight carrier store your order for any amount of time other than the standard transit time, then the freight carrier reserves the right to bill you storage fees directly. If the freight carrier bills these fees to FoodServiceWarehouse.com, we reserve the right to bill those charges back to you. You will also be responsible for damages that may happen during storage. Should you decide to keep any order that is damaged during storage, our Damage Policy will be followed. Should you decide to refuse any order damaged during storage, our Refused Shipments Policy will be followed.
- Please contact Customer Service at 1-877-877-5655
in the event of redelivery or reconsignment.
If you decide to cancel any part of your order after it has been shipped, please note that you will be responsible for the full amount of roundtrip shipping and handling charges, plus any applicable restocking and repair fees.
- Custom & Special Orders: If you have placed an order for a custom or special order item, it may be cancelled only before it enters the production period at the manufacturer. After the custom or special order has entered the production period, you will be responsible for the shipping costs and order amount, and you will not be entitled to any refunds, credits or exchanges.
Customer Service at:
with any questions.