FSW Shipping Policy

• 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 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.
  
  
• White Glove Delivery: With this delivery option, your merchandise will be unloaded from the truck and delivered inside your building to the room of your choice. Minor assembly (i.e. attaching casters) and trash removal is included. Charges are dependent upon the weight of the merchandise as well as additional charges and fees that may apply. The liftgate charge will be inclusive in the total White Glove delivery cost. White Glove delivery costs are additional to the Standard delivery charges on an order, unless the order is shipped free freight. Please contact Customer Service at .
  
  
• Definite Delivery: For an additional fee, our freight carriers will deliver at a specific time. Please contact Customer Service at .
  
  
• Delivery Appointment: For an additional fee, our freight carriers will call you in advance to coordinate delivery. Please contact Customer Service at .
  
  
• 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  to set up freight forwarder deliveries.
  
  

Receiving Instructions

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.
  
  
• White Glove Delivery: If you have contacted us and paid for White Glove delivery services, then you are allotted two delivery personnel and twenty minutes for your delivery. During this time, your merchandise will be unloaded from the truck, brought inside to the room of your choice and uncrated. Light assembly (i.e. attaching casters) and trash removal is also included. If you require more time or labor, or have specific needs in regards to your delivery, additional fees may apply. You will receive a call to confirm the delivery ahead of time, during which time any forthcoming charges may be discussed. Before the delivery takes place, please prepare for the shipment by measuring all hallways and doorways to be sure your equipment will fit properly. Space for the equipment must be clear and ready, as delivery personnel will not remove old equipment. Be aware that you will be charged for exceeding the twenty-minute time allotment.
  
  
• 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 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 .
  
  

Damage Policy

• 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, 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 at  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  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 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.

• Redelivery/Storage Fees

  
  
  
  • 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  in the event of redelivery or reconsignment.
    
    

• Cancelled Orders

  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.
    
    

White Glove Delivery Policies

White Glove delivery is an advanced service provided by FSW. White Glove delivery includes two delivery personnel who will devote 20 minutes to your delivery appointment. With this delivery option, the delivery personnel are responsible for:

• Unloading your merchandise from the truck and delivering it inside your building to the room of your choice.
  
  
• Performing minor assembly (i.e. attaching casters).
  
  
• Removing all trash associated with delivering the unit.
  
  

Costs are dependent upon the weight of the merchandise as well as additional charges and fees that may apply. The liftgate charge will be inclusive in the total White Glove delivery cost. White Glove delivery costs are additional to the Standard delivery charges on an order, unless the order is shipped free freight.

At least 24 hours before the scheduled delivery, an agent will contact you directly to discuss any particulars, ensuring all your needs are met before arriving on the premises.

Your responsibilities include the following:

• Please plan to be present at the appointed time to receive your delivery. Fees will be incurred if you are not present to receive the delivery.
  
  
• Please stay within the 20 minute allotment. If you know ahead of time that you will require more than this, please let our staff know when we call you in advance.
  
  
• Heavy items may require more than two delivery personnel. This will be discussed in advance if necessary.
  
  
• Delivery up or down more than two standard flights of stairs will incur an additional charge. A standard flight of stairs consists of twelve steps.
  
  
• Doorways and hallways must be measured ahead of time to be sure equipment will fit properly.
  
  
• Be sure to have a space cleared and ready for the equipment to be placed when the delivery arrives. The delivery personnel are not required to remove or haul away old equipment unless otherwise specified.
  
  

In the event that your equipment delivery requires more time and effort, additional charges and fees may apply. Call customer service at  for more information.

If you require a little extra time, labor or assistance from our delivery professionals, browse our add-on services below. Charges may apply for additional services, and fees will be incurred for missed appointments or refusals.

• Additional Time: Additional time will incur a fee of $24.00 for every 15 minute increment.
  
  
• Additional Labor: Additional labor will incur a fee of $36.00 per hour per man, subject to a $60.00 minimum charge.
  
  

• Assembly: Light assembly is inclusive if it can be completed within the given 20 minutes. If not, there is an additional $24.00 charged for every 15 minute increment past the initial 20 minutes. Light assembly may involve leveling equipment or installing casters. This typically does not include plugging items into an electrical outlet.
  
  
• Inspection: Inspection will incur a fee of $7.00 per piece, subject to a $14.00 minimum. Our service professionals will inspect the merchandise ahead of time by uncrating it, checking for flaws and dents, and communicating to the customer if the item is unfit for delivery.
  
  

• Stair Carry: Carrying an item up the stairs is inclusive when no more than two flights of 12 stairs each is involved. There is a fee of $18.00 per flight after first two flights of stairs.
  
  
• Long Carry: Should the merchandise need to be carried down a long hallway or for a long distance, a fee of $75.00 will be charged, after the first 150 feet.
  
  

• Deluxing: Our service professionals will conduct a deluxe inspection ahead of time at the customer’s request. This includes light exterior cleaning, blemish inspection, and sticker removal on the merchandise. The merchandise arrives ready for use. The fee is $15.00 per piece, subject to a $30.00 minimum.
  
  
• Wait Time: A fee of $24.00 per 15 minute increment will be incurred if the delivery driver needs to wait on the customer.
  
  

• Customer Pick Up: A fee of $24.00 (flat rate charge) will be incurred if the customer chooses to personally pick up the merchandise.
  
  

• Attempt: If the customer is not present at time of delivery, the fee is $75.00.
  
  
• Refusal: If the customer refuses the shipment at the residence, the fee is $75.00. If the customer refuses prior to delivery, the charge is reduced to a $24.00 administrative fee.
  
  

• Definite Delivery: If the customer requires delivery on a specific day (within provider’s scheduled delivery day), there will be a $75.00 additional charge. For a time specific delivery, the charge is $150.00. For a day or time specific delivery that is not within the provider’s scheduled delivery day, the fee is $1.30 per round trip mile.
  
  
• Reimbursable Expenses: Reimbursable expenses will be charged at cost (ferries, bridges, tolls where applicable).
  
  

• Storage: There is a fee of $1.00 per square foot, after 14 days.
  
  
• Haul Away: Should the merchandise need to be removed, an additional charge will be incurred.
  
  

Please contact Customer Service at:  with any questions.