Orders, Ship and Returns Refrigerators, Freezers, and Gas Powered Restaurant Equipment

How long will it take for my restaurant equipment order to arrive? Most Atosa commercial refrigerators, freezers, and gas powered equipment ships in one business day and takes 1-2 business days to reach it's destination. All other brands take between 3-5 days to be received.

How will my order arrive? All equipment will ship from our warehouse or the manufacturer via a freight carrier using Liftgate delivery.  The driver will safely have the order lowered to the parking lot and do a curbside/door delivery. Moving of the unit from the curbside/door into the facility is the responsibility of the buyer. Small wares will be delivered via FedEx, USPS or UPS ground unless otherwise specified.

What if my order arrives damaged? Despite how well products are packaged damage and loss can occur. As the purchaser, it is your responsibility to do the following:

  • Verify the shipment matches the freight carrier's documentation
  • Visually inspect the packaging for damage and identify any damage on the freight carriers documentation
  • Uncrate or unpackage the order and complete a full inspection for damage. If the drive refuses to remain on site for a full inspect, note this on the freight carriers documentation.
  • If concealed damage is discovered after the item has been signed for in good condition, We will no longer be liable.
Please note that every manufacturer has a different system for how you receive your order. Below is the details for each manufacturer.

Atosa covers concealed damage so you can simply receive it.

APW Wyott and Bakers Pride

BK Resources - You need to inspect shipments. Concealed damage is not covered.  Some of it is very easy to spot.  All we ask is that you do an inspection.  If the box shows any damage they should open it before you ever sign the Bill of Lading.

MVP  Group - Allows five days for the discovery of concealed damaged for JET TECH: Dishwashers & Glass Washers. SIERRA:   Ranges, Broilers, Melters, Griddles, Convection Ovens, and Fryers. PRIMO: Meat Slicers, Planetary Mixers, and Spiral Mixers. AXIS: Convection Ovens, Combi Ovens, Food Processors, Planetary Mixers, Meat Slicers, Meat Grinders, Vertical Broilers, Pasta Cookers, and Dough Sheeters. KOOL-IT ICE MACHINES KOOL-IT REFRIGERATION: 1, 2, and 3 - door Stainless Steel Refrigerators, Glass Door Refrigerators, Grocery Glass-Door Refrigeration, Prep Tables, Chef Bases, Bottle Coolers, Back Bar Refrigeration, Undercounter Refrigeration, and Undercounter Freezers, Bakery Cases, Deli Cases, Seafood Cases, Gelato Cases, Open Display Case.

True Refrigeration - Please inspect the outside of the packaging thoroughly for all True Refrigeration orders. Most times when concealed damage is found and they will request images of the packaging you can see the evidence of damage on the box however small it may be, sometimes it’s a small hole and sometimes the cardboard is only lightly pressed in. If anything like this is found I would suggest that the customer open it to inspect the unit before signing for it.  

Sometimes the carrier won’t allow time for the unit to be un-packaged and inspected so I would recommend marking the delivery receipt as BOX DAMAGED just so you are covered.

All claims for compensation must be addressed directly with the freight carrier.
  1. You may refuse any shipment with signs of damage.
  2. Your signature on the freight carriers documentation acknowledges that the shipment was received in good condition and absent of damage or shortages.

How much does shipping cost for commercial refrigerators, freezers, and gas powered equipment? 

We offer Free Freight with Liftgate service to ZONED BUSINESS ADDRESSES within the continental United States for Atosa Catering Equipment and True Refrigeration.  All other orders will be charged 15% percent of the order total. 

PLEASE NOTE THAT WE DO NOT OFFER FREE FREIGHT TO RURAL ADDRESSES OR FOR ORDERS THAT ARE FINANCED. Please feel free to contact if you should have any questions regarding freight.

Do we sell used equipment? All of our items offered are BRAND NEW and NOT REFURBISHED.

Do you offer installation? At this time we do not offer installation.

Do you sell parts? No, we are not a parts dealer.

Returns - Refrigeration, Sandwich Prep Tables, Pizza Prep Tables, Under-Counter/Worktop Refrigerators and Freezers

On our commercial kitchen equipment, such as refrigerators, freezers, and non-gas powered equipment, we do not offer a return or refund under the following guidelines. Please note that we do not offer exchanges.

  1. If the item arrived in non-functional condition, we would be happy to have a service tech come out and get the unit in proper working order.
  2. If the item arrived in damaged condition, we do accept a return or free replacement.
  3. If the item arrived in good condition but was judged unsatisfactory after use, we do not accept returns or offer refunds.
  4. If the item arrived in usable condition but was damaged after the customer employed the item, we do not offer a refund or return option. The manufacturer's warranty: Two year parts and labor. Five year compressor.

Returns - Gas Powered Deep Fryers, Char-Broilers, Griddles, and Hot Plates

On our commercial kitchen gas equipment, we offer a 30-day return or refund under the following guidelines. Please note that we do not offer exchanges.

  1. If the item arrived in non-functional condition, we would be happy to have a service tech come out and get the unit in proper working order.
  2. If the item arrived in damaged condition, we do accept a return or free replacement.
  3. If the item arrived in good condition but was judged unsatisfactory after use, we do not accept returns or offer refunds.
  4. If the item arrived in usable condition but was damaged after the customer employed the item, we do not offer a refund or return option. The manufacturer's warranty: One year parts and labor.

Returns - Financed Orders, Special Order Items not being sold on our website. We offer NO RETURNS for special order or Financed Orders. I suggest careful planning than going too quickly into a restaurant build out that can't be undone.

Orders, Ship and Returns Cutlery and Small Wares.

Cutlery - Returns & Exchanges
Should you decide that you do not wish to use or keep one of our cutlery products, please contact us within 30 days of your having received the product. We'll provide you with instructions on how to return the unopened container to us, and when your item is received in our warehouse for processing we'll refund the purchase price of the item. Please note, we cannot accept used cutlery or opened containers for refund. Please note that we do not offer exchanges.

Cutlery and Small Wares Shipments and Undelivered Orders
Occasionally, a customer may receive an item from us in error or in the wrong quantity. Please contact us immediately so we can correct the mistake! We care very much about meeting your needs and expectations and will do what is needed to rectify the error.

In the case of a shipment which is dispatched to an undesired, incorrect, or undelivered address because the order was submitted to us with an undesired address, we refund the product's purchase less our shipping charge. Please double check your delivery address for completeness and accuracy at the time you submit your order!

PLEASE NOTE: We currently ship Cutlery and Small Wares via USPS, UPS Fed Ex only. Orders created with non-postal delivery addresses may be returned to us, and our shipments policy does apply.

Cutlery and Small Wares Restocking Fees
On certain returns, it may be necessary to levy a restocking fee to cover the cost of preparing the item for resale. The amount varies by item. 

Arranging for Your Cutlery and Small Wares Return
Please contact us with information concerning your return needs. Please include your order ID. Once we understand your request, we'll provide further instructions, including the address to return the item.

Payment 
We accept all major credit cards (Visa, MasterCard, American Express, Discover) via Square. We also accept PayPal. 

Sales tax must be collected for all orders shipped in the following states.
  • California Sales Tax 10% on eligible products shipped to California.
  • Florida Sales Tax 6% on eligible products shipped to Florida.
  • Illinois Sales Tax 8.75% on eligible products shipped to Illinois.
  • Massachusetts Sales Tax 6.25% on eligible products shipped to Massachusetts.
  • Washington Sales Tax 10% on eligible products shipped to Washington.
Do you offer financing? Yes, we offer flexible Restaurant Equipment Financing.