Restaurant Equipment Shipping, Returns and Payment
We ship commercial restaurant equipment to restaurants, schools, hospitals, nursing homes, food trucks and contractors across the lower 48 states. Most Atosa orders ship in one business day from 12 distribution centers. This page covers what shipping costs, how your delivery arrives, what to do if something is damaged, and how returns and payment work.
Shipping Costs
- Atosa equipment, $500 and up: Free freight with liftgate service to business addresses in the lower 48 states.
- Atosa equipment, under $500: $50 flat rate.
- Residential delivery: $60. Any home, apartment or other address where people live counts as residential. If your order ships to a residential address, we will email you an invoice for the fee.
- Atosa parts: Parts do not qualify for free freight. Parts ship for $20 on orders under $100, $30 from $100 to $199.99, $50 from $200 to $499.99 and $75 for $500 and up. Shop our Atosa parts collection.
- Walk-in coolers and freezers: Freight is quoted separately. Fill out the quote form with your delivery details and we will send you a product and freight quote.
- Other brands: Shipping is shown at checkout.
Where We Ship
- We ship to the lower 48 states and Washington, D.C.
- Alaska: We ship to your freight forwarder in Seattle, who handles the rest of the trip.
- We do not ship to Hawaii, Puerto Rico or U.S. territories.
Delivery Times and Tracking
Most Atosa refrigerators, freezers and gas equipment ship in one business day and typically arrive in 1-2 business days. Other brands typically take 3-5 business days. These are estimates based on the freight carrier's normal transit times, not guaranteed delivery dates.
Once your order ships, we email you the tracking (PRO) number and the freight company's contact information, so you can call them directly for a delivery ETA. Small wares ship by UPS, FedEx or USPS.
How Your Delivery Arrives
Equipment ships by a common freight carrier with liftgate service. The driver lowers the unit to the curb or parking lot, usually during business hours between 8:00 AM and 5:00 PM. Delivery is curbside only. Inside delivery and white-glove service are not available, and we do not offer installation. Moving the unit into your building is the buyer's responsibility.
Help us deliver it right the first time. When you order, please include:
- The name and phone number of the person receiving the delivery.
- Whether you need an appointment or a call before delivery.
- Any limited-access site, such as a military base, airport, port, prison or other secured location. Extra freight charges may apply.
If a delivery has to be rescheduled because no one was available to receive it, or because the delivery information was incomplete or incorrect, the carrier's redelivery fee is the customer's responsibility.
What if My Atosa Order Arrives Damaged? No Hassle.
Every Atosa order from The Restaurant Warehouse is covered by our Delivery Damage Promise. You will not be left dealing with the freight company. We handle it.
Please mark the delivery receipt "BOX DAMAGED" before you sign. Most freight drivers won't wait while you unpack and inspect the unit, and some will rush you to sign. Write "BOX DAMAGED" on the paperwork and hand it back to the driver. If you can see damage, also write what it is, such as "crushed corner" or "torn wrap." Marking the receipt protects you if there is hidden damage inside the box. Most deliveries arrive with no damage, but this covers you on the rare occasion there is.
After the driver leaves, unpack and inspect your unit. If you find damage, contact us within 48 hours of delivery.
- Damage that affects the unit: we arrange a free replacement.
- Cosmetic damage only: we can send the replacement part free, or give you a discount so the unit becomes a scratch-and-dent purchase that remains covered by the manufacturer warranty.
A quick photo from your phone helps us document the damage and get it resolved fast. Call or text 206-419-5801, or email info@therestaurantwarehouse.com or therestaurantwarehouse@gmail.com.
Other Brands
For non-Atosa orders, inspect the shipment before signing. Note any damage on the freight carrier's paperwork, or refuse the shipment. Once a delivery is signed for in good condition, claims must be made directly with the freight carrier.
Why We Sell Atosa
We used to carry True Refrigeration, but we stopped after repeatedly receiving freight-damaged units. With that kind of shipment, damage has to be found and noted while the driver waits. That leaves two bad options: refuse the unit and go longer without refrigeration, or accept it and file freight claims yourself. We did not want our customers in that position. Atosa ships from 12 distribution centers, most orders arrive in 1-2 days, and every order is backed by our damage promise. Have a True model number? See our True to Atosa guide.
Returns
Refrigeration, Prep Tables and Non-Gas Equipment
This covers refrigerators, freezers, sandwich and pizza prep tables, undercounter and worktop units, and other non-gas equipment. We do not offer exchanges.
- If the item arrives non-functional, we will have a service tech come out and get the unit working properly.
- If the item arrives damaged, we accept a return or arrange a free replacement.
- If the item arrives in good condition but you are unhappy with it after use, we do not accept returns or offer refunds.
- If the item is damaged after you begin using it, we do not offer a refund or return.
Gas Fryers, Charbroilers, Griddles and Hot Plates
We do not offer exchanges on gas equipment.
- If the item arrives non-functional, we will have a service tech come out and get the unit working properly.
- If the item arrives damaged, we accept a return or arrange a free replacement.
- If the item arrives in good condition but you are unhappy with it after use, we do not accept returns or offer refunds.
- If the item is damaged after you begin using it, we do not offer a refund or return.
Canceled or Refused Orders
If an order is canceled or refused after it ships, for any reason other than freight damage, a 25% restocking fee applies.
Special Order and Financed Orders
We do not accept returns on special order items not sold on our website, or on financed orders. Please plan carefully before committing to a restaurant build-out that can't be undone.
Wrong Items and Address Errors
If you receive the wrong item or the wrong quantity, please contact us right away and we will correct it. If an order ships to an incorrect or undeliverable address because of how it was entered, we refund the purchase price minus our shipping charge. Please double-check your delivery address when you order. For any return question, contact us with your order number and we will send instructions.
Warranty
- Refrigeration: 3-year parts and labor, 5-year compressor.
- Ice makers: 2-year parts and labor, 5-year compressor.
- Gas equipment: 1-year parts and labor. All fryers also carry a 5-year warranty on the oil drum.
Want more coverage? See our restaurant equipment warranty plans.
Payment and Financing
We accept all major credit cards (Visa, Mastercard, American Express and Discover) via Square, and we also accept PayPal.
Sales tax is collected on orders shipped to the following states:
- California: 10% on eligible products.
- Florida: 6% on eligible products.
- Illinois: 8.75% on eligible products.
- Massachusetts: 6.25% on eligible products.
- Washington: 10% on eligible products.
Need to spread out the cost? We offer flexible restaurant equipment financing.
Common Questions
Do you offer free freight?
Yes. Atosa equipment orders of $500 and up ship free with liftgate service to business addresses in the lower 48 states. Atosa equipment orders under $500 ship for a $50 flat rate. Residential delivery is $60, and parts ship at paid rates.
Do you charge liftgate fees?
No. Liftgate service is included on freight deliveries to business addresses.
How long does delivery take?
Most Atosa equipment ships in one business day and typically arrives in 1-2 business days. Other brands typically take 3-5 business days. Delivery times are estimates, not guaranteed dates.
What if my Atosa order arrives damaged?
Mark the delivery receipt "BOX DAMAGED" before you sign, then contact us within 48 hours of delivery. Every Atosa order is covered by our Delivery Damage Promise, and we handle the freight company for you.
Do you deliver inside or install equipment?
No. Freight deliveries are curbside only, and we do not offer installation. Moving the unit inside is the buyer's responsibility.
Do you sell used equipment?
No. All of our equipment is brand new and not refurbished.
Do you ship to Alaska or Hawaii?
We ship to the lower 48 states and Washington, D.C. Alaska orders can ship to your freight forwarder in Seattle. We do not ship to Hawaii, Puerto Rico or U.S. territories.
Do you sell parts for other brands?
Yes. Email us the part number and we will send you a quote. We are also an authorized Atosa parts dealer.
Questions about an order? Call or text 206-419-5801, or email info@therestaurantwarehouse.com.