Terms & Conditions

Return Policy

Your satisfaction is important to us. If you are not happy with your purchase you may return unused, regularly stocked items in their original packaging within 30 days of delivery. Simply contact our Customer Service Department by phone at 877-890-2278, or e-mail us at help@fsss.com. We will e-mail you a Return Authorization Number as well as information on how to get the item(s) back to us. The cost to ship the item back to us is the customer’s responsibility.

Upon receipt and inspection of the returned product(s), you will be credited for the amount paid for the item, less a 20% restocking fee. Credits may take up to 45 days to process. If you received an incorrect product, and this was due to a Foodservice Superstore error, the restocking fee and return shipping cost won’t apply. If the product you ordered is damaged, defective, or the wrong item, please notify us of the problem before using or installing the item.

We charge a restocking fee to keep prices as low as possible for you. When an item is returned, there are additional product costs associated with the items, such as new packaging, inspections to ensure that the product can be resold, and more. Companies that do not charge a restocking fee simply pass those charges along to you through higher product prices.

Items that are Non-Returnable

  • Customized/made-to-order items
  • Grocery items
  • Items with obvious signs of use
  • Items not in original box/packaging
  • Items not returned in the condition in which they were received
  • Items from orders that are over 30 days from the delivery date

Returns of Special Order Items and Equipment

Special order items, equipment, and items shipped directly from the manufacturer may be returned if unused based upon that manufacturer’s return policy. Returns of defective or damaged items are also handled based on the manufacturer’s return/warranty policy. Since manufacturers’ return, restocking fees and warranty policies vary, please contact us at 877-899-2278 within 30 days if you wish to return an item so that we can get the return set up for you with the manufacturer.

Refused Shipments and Unauthorized Returns

You will be responsible for full freight charges and a 20% restocking fee for shipments that are refused for any reason other than the shipment was damaged in transit or if the shipping error was made by Foodservice Superstore.

Privacy Policy

Foodservice Superstore respects your privacy and the privacy of the information you provide to us. We do not sell, rent, or otherwise disclose your information to any outside parties. In order to offer top quality foodservice equipment, we only collect and store information necessary to do business with you, including your name, billing and shipping address, and e-mail address.

From time to time, Foodservice Superstore sends promotional e-mails to customers. If you would like to be removed from these e-mails, please contact our Customer Service Department at 877-890-2278 or send us an e-mail at help@fsss.com.

Use of Cookies

In order to be able to uniquely identify you, Foodservice Superstore uses cookies. A cookie is a piece of code placed on your hard drive by the web browser. Cookies do not divulge any personal information about you. They allow us to keep track of when you log on to the site and the items that you place in your cart.

At Foodservice Superstore we value your opinion. All customers placing orders with us will be given the opportunity to participate in product reviews as well as a review of their order experience.

Payment Security

Foodservice Superstore neither captures nor stores your credit card information. When you place and order with Foodservice Superstore, your credit card information passes directly to our credit card processing company through an encrypted payment gateway. The credit card processor we use handles millions of credit card transactions every year and enforces the latest and strictest security requirements in the credit card payment industry.

Shipping Information

Foodservice Superstore can ship any product to any destination in the United States. We currently do not ship internationally, including Canada.

Delivery Methods

We will help you select the appropriate delivery method for your product during the checkout process. Only those options that apply to the product you are purchasing will be listed as shipment choices.

Standard Ground UPS: The vast majority of our products are shipped via UPS ground to your residential or business address. We will need a street address in order for items to be shipped via UPS. UPS does not ship to P.O. Boxes.

Expedited UPS: Foodservice Superstore will ship orders via UPS Second Day or UPS Next Day service upon request. If you desire expedited delivery please contact our customer service and we will arrange that for you. Additional charges will apply.

Standard Motor Freight: Larger equipment purchases are delivered via preferred Motor Freight carriers chosen by Foodservice Superstore. Standard Motor Freight, also known as “curbside” or “non-liftgate” delivery involves the delivery driver pulling the truck to the curb of your business. You are responsible for removing the merchandise from the truck. The driver is not expected to remove the item from the truck or bring the item inside. For heavy and bulky items, if you do not have a raised loading dock or access to a forklift capable of removing them the truck bed, you should request liftgate delivery service at the time you place your order. We do not recommend lifting or moving these items without assistance.

Liftgate Delivery: This applies to Motor Freight delivery of large equipment purchases. If your building does not have a raised loading dock, we recommend purchasing liftgate service when ordering large and heavy items. When you pay for the additional service of liftgate delivery, the driver will lower the item to the ground for you. The driver is not required to move the item once on the ground or to bring the item inside. If you paid for liftgate delivery and the truck does not have a liftgate, please contact us immediately at 877-890-2278 for further instructions. If you did not pay for the additional service of liftgate delivery, you are responsible for removing the item from the truck yourself. Liftgate fees are not included in free shipping promotions.

Inside Delivery: For items shipped via Motor Freight, “inside delivery” can be requested. In this case, the driver will bring the items from the truck to the entrance of your building. If your building is situated in a way that does not permit trucks to pull up close to the entrance, you might want to consider this. With this service, the items will generally be brought inside your front or back door – for example a lobby or back room. Inside delivery does not include delivery down a hallway or up a flight of stairs. It also does not include installation or setup. Please contact Customer Service when placing your order.

Residential Delivery: Deliveries of large equipment items to residential addresses via Motor Freight will incur an additional shipping charge. It is the responsibility of the purchaser to identify if the shipment is being delivered to a residential address when placing the order. If the shipping information provided to Foodservice Superstore is incorrect, we reserve the right to back charge the customer for any additional fees.

Additional Delivery Options: If you require delivery services not mentioned above or if the delivery is being made to an active construction site, you must contact us at 877-890-2278 before placing your order online. Additional options include, flatbed delivery, upstairs/high rise delivery, or date specific delivery. We will give you a price quote for the additional services, as they vary by circumstance.

Delivery Details

Free Shipping: We offer free shipping on hundreds of items that ship within the contiguous United States. We will select the best method of shipment on all items that qualify for free shipping. Free shipping items are clearly marked on product pages, in your shopping cart, and during checkout. Free shipping does not include additional services such as inside delivery or liftgate. If you require any of these services, additional fees will be accessed prior to shipment.

Free Delivery Appointments: For all motor freight shipments, the carrier will contact you to schedule a delivery appointment, usually within a 4 hour window. This is a free service for all motor freight shipments. Please be sure to provide a valid phone number during checkout. If you require delivery on a specific day or if the 4 hour window needs to be narrowed, please contact customer service for a quote, as additional charges will apply.

Order Fulfillment and Transit Times

Stocked Item Processing: We’re dedicated to getting your order to you as fast as possible, which is why we stock so many items in our warehouses. In fact, we stock more items than most other foodservice equipment websites! So chances are good that the item you need is available and will be shipped out quickly. All in-stock items ordered before 1:00 CST are shipped the same day. In-stock items ordered after 1:00 CST are shipped the next business day.

Special Order Processing: In order to maximize the selection of products we offer, some items are not stocked in our warehouses. These items will either be shipped directly from the manufacturer or delivered to our warehouses with our next stock shipment. Any products that are not stocked in our warehouse at the time your order is placed are considered “special order” items. Upon receiving your order for these items, we will process and send an order to the factory for manufacturing (if required) or immediately arrange for pick-up and delivery. Special order items will be shipped at the earliest possible date; please refer to the product description for the estimated processing times. While we make every effort to ensure the fastest delivery possible, Foodservice Superstore cannot guarantee the delivery time of any special order item.

Split Shipments: To save you the hassle of dealing with multiple shipments, we will make every effort to ship your order in one shipment. If multiple shipments are necessary, the full amount of the shipping costs will be charged in the first shipment.

Transit Times: Motor Freight transit time range from one to ten days depending on the item and your proximity to the shipping origin. UPS ground shipments can take anywhere from one to seven days.

Items Damaged in Shipment

Our warehouses give great attention to safely packaging every order for shipment. Occasionally however, damage does occur during transit. If an item arrives damaged, follow these simple steps to return items to Foodservice Superstore

Motor Freight Deliveries

  1. Ask the driver to wait while you inspect the item. If any part of your order is damaged, note the damage on the delivery receipt/bill of lading while the driver is there and before signing. By signing the Proof of Delivery from the driver you are taking responsibility and ownership of the item 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.
  2. Be as specific as possible when noting damage. It is important to distinguish if the damage is on the outside of the packaging or on the actual product, which should be unpacked in front of the driver.
  3. Take photos of any damage that has occurred.
  4. Do not throw away any of the original inner or outer packaging.
  5. Contact us within five business days to receive a return freight authorization at 877-890-2278, or help@fsss.com.

UPS Deliveries

If any part of your order is missing or damaged, please contact us at 877-890-2278 within 5 business days of receiving your order and we will help you resolve the issue.

Modifying or Canceling an Order

If your order has not yet been processed for shipment we may be able to cancel your order but it is important that you contact us immediately. Although we are unable to modify orders once they have been placed, we may be able to cancel the order so that you can reorder exactly what you need. Please contact customer service at 877-890-2278 for assistance.

Payment Methods

Credit Card

For online ordering Foodservice Superstore accepts VISA, MASTERCARD, AND DISCOVER CARD.

Charges for stocked items fulfilled from one of our warehouses will be billed to your credit card when they ship. For multiple shipment orders, you will be charged for the full order at the time of the first shipment.

Charges for items shipped directly from the manufacturer will be billed to your credit card at the time the order is placed with the factory.

Check Payments

Foodservice Superstore accepts check payments for orders totaling over $500.00. If paying by check, please contact a customer service agent prior to checkout. Once we receive your check there will be a five day waiting period while your check clears. If you wish to expedite this process, you may send a certified check or money order. We will begin processing your order as soon as payment is received.

Minimum Order Requirement

We have instituted a small, $10 minimum order requirement for all Foodservice Superstore orders. This amount excludes tax and shipping & handling costs. This helps us keep our prices low and affordable for you.

Website Errors/Mistakes

We at Foodservice Superstore make every effort to provide you with accurate product information, product availability, and pricing, but errors may occur. If an error is discovered after ordering, we will inform you as soon as possible. You will then have the opportunity of reordering at the correct price, or we can cancel the order. If you decide to cancel your order after you are informed of the pricing error, and you have already paid for the products, we will process a refund as soon as possible.

At Foodservice Superstore we value your opinion. All customers placing orders with us will be given the opportunity to participate in product reviews as well as a review of their order experience.