Terms of Sale
Order Policies
Product Availability
Items that are currently in stock usually ship within 1-2 business days. For items shipped directly from the manufacturer, the estimated processing times are listed on the product page. If your order has a specific deadline, please email Customer.Success@PFSbrands.com, and our team will assist in finding a suitable solution.
Order Cancellations by PFSbrands
We retain the right to cancel any order, issue refunds or credits, or reship items at our sole discretion and without prior notice. Additionally, we may refuse service, close accounts, or revoke your access to our Services, including our website, mobile site, or app, if we determine any violations of our policies, misuse, or illegal activity. In such cases, no reimbursement will be provided.
Customer-Initiated Order Cancellations
Once an order has been placed, cancellation cannot be guaranteed. If you need to cancel, contact us immediately. Cancellation fees or restocking charges—up to 50% of the item cost—may apply. Customized items cannot be modified, canceled, or returned.
Modifying an Order
We cannot promise that changes to orders can be made after submission. For modifications, please reach out promptly. Customized products are not eligible for alterations, cancellations, or returns.
Order Notifications
We primarily communicate via email for order updates. Be sure to provide a valid email address when placing your order to receive important updates.
Pricing and Adjustments
Price Updates
Prices may change without prior notice. In the rare instance of an error resulting in an incorrect price listing, PFSbrands will resolve the matter at its discretion. This could involve adjusting the price with customer agreement or canceling the order for a full refund.
Receipt of Incorrect Products
If you receive an incorrect item, keep it unused and in its original packaging. Contact Customer Success to arrange for the correct product to be sent or to request a refund. We may ask for a photo of the received item and will cover the return shipping cost for any errors.
Accepted Payment Methods
Credit Cards (Preferred)
Orders must be placed online through our secure checkout. We accept MasterCard, Visa, American Express, and Discover. Only one card can be used per transaction.
Alternative Payment Options
ACH payments are accepted for customers with approved terms. Orders will be held until payment is received and cleared, typically requiring one business day.
Charges and Authorizations
Your card is charged when the first item in your order ships. Initially, a hold (authorization) will appear on your account. Once payment is captured, the hold will clear within 1-2 business days. For extended processing times, we may request prepayment to maintain the authorization.
Currency
All pricing is in U.S. Dollars ($). For international orders, currency conversion occurs at shipment, not at order placement, and additional fees may apply. Contact your card issuer for details.
Taxation
Sales Tax
Sales tax is applied to orders shipping to certain states. If tax-exempt, submit proper documentation to Customer.Success@PFSbrands.com for approval.
Tax Exemption Guidelines
Tax-exempt customers must provide complete and accurate documentation for approval. Tax exemption applies only to eligible orders shipping to the specified states. Contact us for assistance if you have questions about your exemption status.
Content and Product Policies
Informational Disclaimer
All content on our Services is provided for general information and should not be considered legal advice. It is your responsibility to ensure compliance with applicable codes, laws, and regulations when purchasing items. PFSbrands is not liable for actions based on site content.
Customizable Products
Discounts and promotions do not apply to customized items. Once ordered, these products cannot be altered, canceled, or returned.
Image Accuracy
While we strive for precise product imagery, colors and features may vary based on your device settings. Carefully review product descriptions and literature to ensure your purchase meets your needs.
Shipping Policy
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.
For questions regarding residential suitability, please contact Customer Success.
Email us at customer.success@pfsbrands.com
Call us at (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.
Returns and Warranty
Restocking Fees
A restocking fee of 20% applies for returns from commercial locations, while a 30% fee applies for residential returns. This fee is deducted from your return credit.
Return Eligibility
Most items can be returned within 30 days if unused and in original packaging. Returns are not accepted for consumables, customized products, or certain special-order items. Customers are responsible for return shipping costs.
Warranty Information
For items with warranties, details are available on product pages. Claims are processed according to manufacturer policies.