At SAH Kitchen Equipment, we are committed to providing efficient and reliable delivery, and return services for your order. If you are having any questions regarding our policies, please send us an email at support@sahkitchenequipment.com.

Shipping

We are committed to delivering your orders as quickly and affordably as possible. In the U.S., our estimated delivery time is 2 to 7 business days, which includes 1 to 5 business days for transit and 1 to 2 business days for handling. Our business days are Monday through Friday, with an order cut-off time of 1 PM (EST).

The shipping time and cost displayed at our product pages are our best estimates; however, actual shipping costs may vary. If the difference exceeds 15%, we will contact you via phone or email for approval before proceeding with your order.

Shipping Addresses

To keep shipping costs as low as possible and provide you with the best possible service, here are some tips when checking out online:

• Make sure your shipping address is correct.
• If the package is going to a business address (any place other than a residence), then the name of the business must be listed so the carrier will know which business the product is delivering to.
• PO Boxes may not be listed as the shipping address.
• Freight carriers will not deliver to a PO Box.
• Businesses operated out of a residence will be considered a residential address and charged as such for any delivery.
• Include an accurate phone number and email address when placing an order online. If anything happens with your shipment, we will need the best way to get in touch with you. Carriers often call ahead to verify someone will be at your business to accept the delivery. If the carrier is unable to reach you, they may not be able to deliver your items.

Multiple Items

We will ship your order as items become available, so it’s possible you will receive multiple shipments. Your full shipping charge will only be billed on the first shipment, so you will not see shipping charges on subsequent shipment notifications.

Shipping Partners

The majority of our products are shipped via our shipping partners including UPS, USPS, and FedEx. If you have a preferred carrier, we can make arrangements to use your account. When one of our larger items exceeds weight (up to 150 pounds) and dimension limits (up to 108 inches long) for standard shipping options, we ship via a freight carrier. If you need an LTL freight shipment delivered on a particular date or time, contact one of our sales agents to obtain a quote.

Expedited Shipping Options

We are happy to offer expedited shipping options on many of our products; however, items shipping via freight carrier must be quoted. For more information about expedited freight shipments, call us at +13074394954 or email us at support@sahkitchenequipment.com.

Delivery Options

Our system automatically determines whether your address is zoned in a commercial or non-commercial (residential) area.

• Non-commercial Address: A non-commercial address is any house, apartment, or other living space, even if you operate a business from such an address. Schools and churches are considered non-commercial by shipping companies.
• Commercial Address: Our freight carriers define a commercial address as any commercial or industrial site with tractor-trailer access or a loading dock that is open during normal business hours (9 a.m. to 5 p.m.). If your item(s) are shipping via freight carrier, in most cases the carrier will contact you to arrange delivery.

Shipping Fee

Free Shipping: We offer free shipping on thousands of pieces of restaurant equipment and kitchen supplies. These aren’t limited-time deals; they’re part of our commitment to provide you the best value on the quality items every commercial kitchen needs. When you’re making the significant purchases often required in foodservice, that benefit can add up to hundreds or even thousands of dollars in savings on every order. Products that qualify for free shipping will display a “free shipping” indicator on our product pages.

Free standard ground shipping may only be valid on orders shipping to the 48 contiguous United States with an order value of $200 and more, there will be a 10% shipping fee with minimum of $10 for orders bellow $200. Customers shipping items to Alaska, Hawaii, Puerto Rico, or any island off the coast may need to contact customer service to obtain a shipping quote before their order can be processed.

Free shipping does not include upgraded services like expedited shipping, inside delivery, white glove delivery, and lift-gate assistance. Remote or hard-to-reach locations may incur additional fees. Customers will be contacted if these fees need to be collected. By working with our shipping partners, including freight carriers, we’re able to secure competitive rates that keep your final total down.

Inspecting Your Freight Delivery

Before the delivery driver leaves your driveway, do the following. (Remember, once the driver leaves, you become responsible for reporting any damages to the freight company. SAH Kitchen Equipment cannot be held liable for those damages.)

1. Verify the items being delivered are what you ordered. Unpack everything but be sure to keep all original packaging materials. Do not throw out pallets or boxes until you are certain you are satisfied with each product.
   1. The client should look over the shipment for indicators something could be damaged or missing. Is the shrink-wrap intact? If not, it should be noted on the delivery receipt. Additionally, the number of cartons shown on the Bill of Lading should be compared to how many boxes are present.
   2. The client should look at each carton they are receiving for dirty boxes, dents, dings, creases, holes, punctures, and broken pallets. If they see any of these signs, the client should note it on the delivery receipt and request the driver open the box. If the driver refuses, clients can either call our Customer Care Center or refuse the box and note it on the delivery receipt.
   3. If the boxes are absolutely showroom perfect, they should still write where they sign their name, “subject to inspection.” Once the driver leaves, the client has 5 days to notify us of damaged items or missing items.
2. Inspect the entire piece of equipment — top to bottom. You are looking for visible and/or concealed damage, so look over everything thoroughly. Concealed damage must be reported and an inspection must be requested within 3 business days.
3. While the driver is present, make note of all damage that you see. Take pictures if you can. Check the products as they are being delivered and note any potential damage on the delivery receipt/Bill of Lading.
4. Now you have 3 options:
   1. NO damage. Accept the shipment and sign off
   2. Slightly damaged. Write down all the damage you see on the acceptance form. If you do not want to live with the damage you see, in the event the carrier does not want to participate in a freight claim, it is best to refuse the damaged piece and contact our Customer Care Team immediately. Note the freight bill with “Refused.” If you keep the shipment, make sure you note the damage you see on the bill you sign. If the driver only has a PDA (electronic device), make sure you have him note something on paper that he will sign before you allow him to leave.
   3. If the item you ordered is completely damaged, refuse the shipment. Please make note of the damage and take photos. Contact us as soon as possible to start the return process.

If freight damage does occur, we are here to help. Please call us at +13074394954 Monday through Friday from 10 a.m. — 6 p.m. Eastern Time. Please have your order number, shipping information, and any available tracking numbers ready so we can quickly and accurately assist in the process.

Liftgate Service

Since items shipped via freight carrier are typically bulky and heavy, you will be asked to select liftgate service at checkout or after placing order. A liftgate is required for all commercial and non- commercial addresses without a loading dock or tractor-trailer access. A liftgate safely unloads items over 75 pounds from the truck down to ground level. Once the item is on the ground, it is your responsibility to move the product inside. For inside delivery or white glove services, you can contact our sales team before your items are delivered to obtain a quote.

If you do not opt for liftgate service, please be aware of the following:

• Liftgate service does not include taking items into your building.
• If you add liftgate, white glove, or inside delivery services to your order after the order has been placed, the fees may increase.
• The driver will NOT be able to assist in unloading your shipment. It is solely your responsibility to promptly and safely remove your shipment from the truck.

Furniture Shipments

Please note that some furniture material and color options have an extended lead time. Most furniture orders are custom orders, so these backorders are typically in the 4- to 12-week range but can extend past that from time to time. We do our best to provide an accurate shipping estimate but encourage you to place your order well ahead of when you will need the items. For more information on ordering furniture from Us, please see the Furniture Policy below.

International Shipping

Most items ship internationally via our ground shipping partner, although large, heavy, and/or bulky items will ship via freight carrier. We cannot ship freight outside of the United States directly; however, we can ship to an international freight forwarder location in the United States for international freight deliveries.

• You are responsible for finding and hiring your own freight forwarder.
• Once your shipment is delivered to your forwarder, they are responsible for delivery beyond this point.
• It is your responsibility to make delivery and payment arrangements with the freight forwarder.
• See the International Policy below for more information.

Order Confirmation:  After placing your order, you will receive an email confirmation with your order number and details. Once your order ships, you will receive a shipping confirmation email with a tracking number and tracking link. Additionally, we will notify you via email upon delivery of your order.

Please reach out to us with any questions or concerns regarding our shipping policy. 

Returns & Refunds

Standard Returns

With the exception of the items listed in the “Final Sale & Nonreturnable Items” section below, unused, regularly stocked items may be returned by contacting our customer care team within 30 days of the invoice date. A representative will create a return authorization and give you further instructions for completing the return process. Each return is subject to a 30 percent restocking fee which will be deducted from your refund amount. The customer will also be responsible for securing a shipping agent to return the merchandise, plus all shipping fees incurred. To start the return process, fill out this form.

Refund Processing Time

For eligible returns, refunds are typically processed within 5 business days after approval.

All returned items must be new, unused, and in the original packaging.

Other Types of Returns

Please note that “special order items” like custom fabrications and most furniture cannot be returned. Items shipped directly to you from a manufacturer require a return authorization from that manufacturer. A member of our customer care team can assist you in securing that authorization. Please contact us at +13074394954 or support@sahkitchenequipment.com, or via Live Chat.

Final Sale & Nonreturnable Items

• Used equipment and supplies.
• Special order items (these are marked on our product pages).
• Closeout items.
• Perishable and consumable items, including foods, and disposable items like lids, plates, and cups.
• Products sold in aerosol cans.
• Products that contain flammable liquid.
• Hazmat products.
• Furniture.
• Items shipped to U.S. territories and areas outside the United States.
• Items shipped outside of the contiguous United States, including Hawaii, Alaska, and all U.S. territories.

Fees

Restocking Fees: There are many costs involved in processing a return. To keep our prices as low as possible, we charge a 30 percent restocking fee for all items returned.

Additional Restocking Fees

There will be an additional 3.5% credit card processing fee. In some situations, additional shipping and handling fees will be assessed in the return process. Please keep in mind that items shipped to you with “Free Shipping” are only free when shipping from SAH Kitchen Equipment or manufacturer’s warehouse to you. Free shipping does not apply in the case of a return. These fees will be deducted from your refund amount.

Defective Merchandise

If you receive a defective item, you will have to file a warranty claim. For more information on warranties and this process, please contact us.

Missing or Damaged Items

Claims of items missing from a shipment or damaged in transit must be reported within five business days of receipt of the merchandise. Anytime you receive items, please take some time to carefully inspect your items. Each shipment will include a packing label on the box. Please verify that you received all items listed on that label.

Order Cancellation

• Open Order: If your order is still in hold or processing in our system, please contact our customer care team to cancel your order. You will not be charged any shipping or restocking fees.
• Special order items (these are marked on our product pages, or will be informed to you after you place your order)
• Shipped Order: If your order has already shipped, you can refuse the shipment when it arrives at your location or you can accept the order and initiate a return authorization through our returns process. When a shipment is refused, it will come back to our warehouse and you may be charged a restocking fee and any additional fess associated with the return.
• Received Order: If you have already received your purchased item(s), you will have to contact our customer appreciation team to start a return. You will be provided a return authorization number and instructions to ship your items back.

Parts Policy

Thank you in advance for your part request. Before you submit your inquiry, please be aware of the following:

• Parts and specially ordered items cannot be returned.
• We do not issue refunds for any parts ordered.
• Depending on availability, parts may have an extended lead time that exceeds 14 business days.

In order to keep our prices as low as possible, we pass along the manufacturers’ terms and conditions, including any shipping costs to customers for parts orders.

Furniture Policy

Before placing a furniture order with Us, please contact us and ask for the details.

We do not accept returns or exchanges for ANY furniture order, for ANY reason.

Restaurant furniture manufacturers customize each piece to your specifications – colors, materials, size, etc. If you are trying to match existing colors or finish material, we strongly suggest that you request a sample before placing your order as computer screen displays vary and can distort the actual color of items.

Once an order is placed with the manufacturer, you are liable for the expense of the furniture, any accessories, shipping, and other costs as indicated on your quote. In order to keep our prices the lowest in the market for all customers, we pass along the manufacturer terms and conditions, including any shipping costs, to customers for special order items.

Please contact us before placing the order for quotes and other details. We will not be able to process your furniture order until we receive your communication.

International Orders

We sell restaurant equipment and supplies to customers in Canada, Puerto Rico, Australia, Europe, and other countries around the world. These orders are subject to the following conditions:

Electrical Requirements

Due to the differences in the electrical supply in other countries, electrical equipment manufactured for the U.S. may not work in other countries. Customers are responsible for ordering items with the specific voltages and/or Hertz required in their country.

For example, in addition to foreign voltages, many countries use power at a frequency of 50 Hertz, while 60 Hertz is standard in the U.S. We are happy to check with the manufacturer at your request to make sure the product you would like can be converted to the requested voltage and Hertz.

Please note: we are not authorized to resell some specific brands outside of the U.S. and Canada. We will advise you specifically on these details during the order process.

Shipping Carriers

Freight shipments outside of the contiguous 48 United States, a freight forwarder (broker) is required. It is the responsibility of the customer to find and hire their own services. For information on shipments outside of the United States and Canada, see our International Shipping Policy or contact.

International Product Warranties

All product warranties are at the discretion of the manufacturer. Warranties for products sold outside of the United States and Canada may be voided. It is your responsibility to understand the terms of the warranty associated with your product and make sure that it meets your needs before you make a purchase.

International Order Tracking

Orders shipped via UPS will have tracking. Orders shipping via a freight carrier will only having tracking available up to the point the order is delivered to your freight forwarder.

International Returns

Please contact our customer care team to discuss any return from outside of the United States.

International Order Questions

If you have questions or need clarification on our international order policies, please contact us.