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Shipping Policies

Address Updates and Reconsignments

If a change to the shipping address is required after processing, the carrier may charge a reconsignment fee. We will notify you via email about the fee. If we don’t receive confirmation regarding the charge and updated address, the original address provided during checkout will remain on file. Additional redelivery fees may apply if delivery to the initial address fails.

Delivery Guidelines for Common Carriers

Common carriers typically allocate 15 minutes for delivery completion. Delays caused by the recipient may result in detention fees. If a shipment must be held at a terminal due to the recipient's inability to accept it, storage fees may be charged. To avoid extra charges, ensure you’re ready to accept the delivery promptly.

Shipping Addresses: Residential vs. Commercial

While most products can be shipped to residential addresses, it is essential to select “Residential” during checkout if operating a business from home.

Limited Access Locations

Shipping to limited access areas such as universities, prisons, or military bases may incur additional fees.

Damaged, Missing, or Lost Items – Common Carrier

If an item is damaged, missing, or suspected to be damaged, follow these steps:

  • Clearly note the issue on the delivery receipt before signing.
  • Keep a copy of the delivery receipt.
  • Contact us within one business day.
  • Retain the damaged packaging materials for inspection.
  • Provide photographs of the damaged items and packaging.

By signing the delivery receipt without noting any damage, you accept responsibility for the shipment's condition and waive the ability to claim compensation for damages. In rare instances of lost shipments, we will collaborate with the carrier to locate the missing items or provide a resolution.

Damaged, Missing, or Lost Items – Ground Shipping

Inspect orders immediately upon receipt. For any damages or missing items, contact us within five business days. Photographs may be requested to assist with resolving the issue. In cases of lost shipments, we will work with the carrier to locate or replace the items.

Delivery Timelines

Orders are usually processed and shipped within 1-2 business days. Most items ship from our U.S. warehouses, but some may ship directly from manufacturers. Delivery times vary depending on the destination and chosen shipping method:

  • Common carrier: 1-10 business days.
  • Ground shipping: 1-7 business days.

Shipping Destinations

We primarily ship within the U.S. and cannot deliver to PO boxes, APO/FPO addresses, or Viabox locations. If carriers deem an address inaccessible, deliveries will be redirected to the nearest terminal or returned to our warehouse.

Liftgate Services

For deliveries to locations without loading docks or forklifts, select the "Liftgate" option during checkout. If this option is not chosen in advance and required upon delivery, additional charges may apply. Note that liftgate services may not be available for frozen or refrigerated items, and drivers may hand-unload those shipments instead.

Important Information for Residential Customers

Though designed for commercial foodservice, many of our products are available to residential customers. Consider the following when purchasing:

  • Commercial equipment may differ from consumer-level products in aesthetics, noise level, energy consumption, and heat output.
  • Non-commercial installation may void warranties or insurance.
  • Some items may not be approved for residential use, and shipments could be denied.

Please contact Customer Success for questions regarding residential suitability.

Email us at customer.success@pfsbrands.com

Call us as (855) 632-3373

Packaging and Special Orders


Packaging

Shipments are packaged to protect products during transit. Compensation is not provided for packaging damage if the items themselves remain intact. If products are damaged, contact us immediately.

Special Orders

Some items are shipped directly from manufacturers or sourced upon request. Special orders may not be cancelable or returnable.

Split Shipments

Orders may ship in multiple packages due to product sourcing locations. For mixed shipping methods, place separate orders for expedited and standard items.

Warehouse Pickups and Customer Accounts

We do not allow warehouse pickups or the use of customer-provided shipping accounts due to safety and logistical constraints.