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Shipping & returns

General Policies

Covered in this section:

 

  • Shipping
  • Free Shipping on Atosa Equipment
  • International Shipping
  • Blind Shipping
  • Large Quantity, Custom and Special Orders
  • Third Party Shipping
  • LTL Freight Shipping
  • Returns
  • Refunds
  • Refund Options
  • Return Shipping Costs
  • OEM Parts Disclaimer

 

Shipping

 

Most of our products are drop-shipped from one of our 4 warehouses across the U.S. If the products are in stock and shipped UPS Ground, you can expect to receive your order between 1-5 business days. We try really hard to send your order from the closest warehouse to your location, but sometimes we don’t have stock there and it may take the full 5 days to arrive.

 

If you are in a hurry, you can select our UPS 2 nd Day or Next Day Air service at an additional cost calculated at checkout based on your zip code. We do not guarantee delivery on the day you expect it to be delivered if you place your order after 2pm PST. Our warehouses have different shipping cut off times. If you are in an emergency and need the part ASAP make sure to place your order before 12 noon to ensure adequate time for shipping cut off times.

If your order arrives damaged or defective, please contact our customer support team for next steps, including arranging for a replacement to be sent out, and to receive a RMA to return the damaged or defective item.

Remember, your satisfaction is our ultimate goal here at Western Restaurant Supply & Design, and we will do our best to accommodate your requests with regards to shipping. 

REMOTE LOCATION DISCLAIMER
If the shipper determines that you are in a remote location that requires additional handling or delivery charges, we will notify you and request that the balance of those services be paid prior to delivery of the equipment. If you know you are in a remote area, please indicate this prior to making your purchase. A remote location can be defined as any location that is more than 30 minutes away from an established highway or trade route that is frequented by trucking or freight companies. This includes equipment that normally ships for FREE. 

IMPORTANT NOTE ON RECEIVING YOUR SHIPMENT!
Upon receiving your equipment, it is your responsibility to inspect the equipment for any freight damage prior to signing for the equipment. If you sign for the equipment without inspecting the shipment, any damage discovered after the freight company has left will not be covered or reimbursed.  If you find any damage, call us at 866-585-6978 so we can provide next steps to getting a replacement sent out. It is your right to refuse delivery of equipment damaged in transit.  We will work with you to arrange for a replacement if new, or refund if it was a used item.

International Shipping

Due to shipping restrictions and import/export laws, we only ship to addresses within the lower 48 states of the United States at this time. 

Blind Shipping

We do not ship our products blind, and will not make customization's to the packing slip or return address on packages.

Large Quantity, Custom and Special Orders

All large quantity, custom, and special orders are subject to longer lead times for delivery, and the estimated times may change at the manufacturers discretion.All custom and special orders are non-returnable, and require payment in full prior to being ordered.Call our sales team if you need a large quantity for availability and lead times. All non-stock items are considered special order items.

Third Party Shipping

We do not allow the use of customers UPS accounts for shipping product. 

LTL Shipping

If you order large equipment that requires LTL shipping, we will ship your equipment with a liftgate standard to ensure you are able to receive delivery.  We also include insurance on the equipment in the event that it is damaged in transit.  All LTL freight deliveries are curbside ONLY and don't bring the equipment into your place of business.  You will need to arrange for help to bring equipment inside your business.  

All large equipment will only ship to your billing address provided on your credit card.  We WILL NOT ship equipment to any other address.  This if to prevent fraudulent purchases.

All LTL shipped equipment sales are FINAL and are not returnable.  

Returns

You are eligible to return your products if the items meet the following criteria:

  • The date of your return is within 30 days of your original order date.
  • The item(s) being returned are unused, uninstalled, undamaged, and in original packaging.
  • The item was not a special order item. (Any items that are special order will be indicated on the item detail page above the price.)
  • NOTE: All Large Equipment is NOT ELIGIBLE  for return and all sales are final.   This includes refrigeration, cooking equipment, used equipment or other LTL shipments.  If you have damaged equipment in shipment call our office to make arrangements for a replacement if you purchased new equipment, or refund if you purchased a used item. 

No returns will be allowed past 30 days.  

If your item(s) meets these criteria, then you can request a RMA number for your return. To request your return, please do one of the following:

1. Call our Customer Service Department at 866-585-6978

IMPORTANT: If you send your product back without following this step, you may experience a much longer delay in the processing of your return, and you will be refunded less a 30% restocking fee plus the original shipping charges .

When you receive your RMA number you will also be provided with instructions on how to return your products. As a courtesy we offer a pre-paid UPS shipping label option to make your return easier, which will be deducted from your refund amount if selected.

If you don’t select the pre-paid shipping option, you are responsible for all return shipping charges back to us.

Refunds

Upon confirming receipt of your returned item, you will recieve a refund back to your original form of payment less our 10% restocking fee and the cost of shipping your product back. 
 

Your customer satisfaction is our ultimate goal. If it's our fault you're returning the product (i.e. wrong product was delivered, given wrong sales information), we will waive restocking fees, arrange for the product to be shipped back, and upon receipt of the product issue a full refund.

You can expect to receive a refund within 5-10 business days of our receipt of your return. Remember, the refund will be less any applicable restocking fees, and the original shipping charges. If your order qualified for free shipping, you will be refunded less the original shipping costs incurred by Western Restaurant Supply & Design to ship the item to you.

To begin a return call our customer service department at 1-866-585-6878.

Aftermarket OEM Parts Disclaimer

OEM part numbers are given as a reference tool only. No inference or implication, beyond that of a useful reference tool, should be taken nor is intended. The parts on this site are replacement parts for the identified orginal equipment. These replacement parts are not authorized, sponsored or endorsed by the OEM. All OEM names mentioned on the site are registered trademarks.

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Same Day and Next Day Delivery Available!
10,000 Sq/ft Showroom Open to the Public!
Ask About our Business Pricing!
Order Online, Pick Up In Store!