Customer Service

Returns

  • How do I return an item shipped to me?
  • Please contact one of our Customer Solutions Specialists to set up a Return Authorization for you.
  • What is your Returns Policy?
  • Please click here read about our Returns Policy.
  • How do I exchange an item?
  • We are not able to exchange items, however we can set up a Return Authorization so you can return the items you no longer need and place an order for new items. Contact one of our Customer Solutions Specialists to help you set up a return.
  • How do I return an item shipped to me?
  • Please contact a customer solution specialist for instructions on how to return an item shipped to you. We will email you with detailed instructions to make the return process quick and easy for you!
  • How do I return an item I picked up at the store, but paid for online?
  • Returning a prepaid item to the store is easy! Please bring the item you wish to return back to the store you picked up at. Once you return the item, a store employee will contact our customer solutions team so we can process the return. Once we have processed the return we will refund you online to the credit card used to make the purchase!

Store Information

  • Where are you located?
  • We have seven different store locations. See our store directory for a listing of our locations.
  • Do you have a store location I can visit?
  • Please see our directory of stores to find the closest store location to you.
  • How long has the The Restaurant Store been in business?
  • The Restaurant Store has been in business since 1993. Please visit the About Us page to learn more about our company!
  • Can I pick up my items from the store?
  • You can pick up your items on the store. If an item says "delayed availability" the item will need to transfer from the warehouse to the store for you to pick up. Please contact a customer solution specialist if you have any questions about stock of an item at a store location.
  • How do I know if an item is available in store?
  • If an item is available in the store it will indicate on the items page it is available to pick up in the store today. If you have any questions on the amount of stock of an item in the store please contact a customer solution specialist and they can provide you with an answer!
  • What are the store hours?
  • Store Directory
  • How can I contact the store?
  • To contact a store please visit the Store Directory for all store locations and phone numbers

Orders

  • Do you accept orders via phone or fax?
  • To protect your personal information, we require all orders to be placed online through our secure server. Unfortunately, we are not able to accept orders via phone or fax. One of our Customer Solutions Specialists would be happy to walk you through the checkout process or answer any questions you may have!
  • I need to have my order by a certain date. How can I be sure that it is in stock?
  • We ship in stock orders within 1-2 business days. However, occasionally an item will be temporarily out of stock or over-committed which will cause delays in shipping. If you have a time constraint on your order, please feel free to contact our customer service team before placing the order and we'll be happy to check availability for you.
  • Do you sell to individuals or only to businesses?
  • We sell to anyone looking for restaurant equipment and supplies! Both individuals and businesses alike may purchase from us. If you are a residential customer, please review the Home and Non-Food Service information page carefully before placing your order.
  • How can I check the status of my order?
  • Please visit the Track Your Order section of our site or, if you are a registered user, you may log into your account and go to the My Orders section to check the status of your order.
  • Can I add to or modify my order?
  • In order to maintain accuracy and efficiency in our order process, we are unable to alter any orders after they have been placed. If you would like to add to or modify your order in any way, please contact a Customer Solutions Specialist to cancel the order so you can reorder exactly what you need.
  • Can I cancel my order?
  • Please contact us immediately if you would like to cancel an order! If an order is already processing in our warehouse and being packed to ship, we cannot cancel the order. Our warehouse works on the weekends to package up orders so they are ready for shipment on Monday morning. Although we do not ship on the weekends, if an order is packaged to ship over a weekend and billed out, we are unable to cancel the order.
  • When will I be charged for my order?
  • You will be charged for your order upon shipment. If your order is placed for pickup, you will be charged once you have picked the items up. If for any reason your order must be split up into multiple shipments, you will only be charged when the first item(s) ship out. Any back-ordered items will not incur additional charges.
  • How do I get to my cart?
  • To get to your shopping cart, click on the shopping cart icon at the top right hand side of the screen.
  • How do I add items to my shopping cart?
  • After locating the items you're interested in on our site, add the item to your shopping cart by clicking the "Add to Cart" button. Please note there may be a drop down menu above the "Add to Cart" button. If available, you will need to make a selection (color, voltage, size) before adding the item to your cart. While shopping, you can view your cart at any time by clicking the "View Cart" button located in the top left of the screen.
  • How do I place an order?
  • To place an order, add the items to your shopping cart. Just below the subtotal, you will see "Shipping and Handling Calculator." Be sure to correctly choose "business" or "residential," enter your zip or postal code, and then click "Calculate Shipping." This will provide shipping costs for the items in your cart. Click on either "Checkout using our secure server", or PayPal, and follow the prompts to complete checkout
  • Will my whole order come in one shipment?
  • To save you the hassle of dealing with multiple shipments, we will make every attempt to ship your order in one shipment. If multiple shipments of your order are required, the full amount of the shipping costs will be charged in the first shipment. If you want part of your order sent expedited and the other part sent using standard Ground, please place two separate orders.

Leasing

  • How do I lease my order?
  • For your convenience, we now offer leasing on qualifying orders through TimePayment, a third party equipment leasing company. If your order totals at least $500.00 and Equipment items make up at least 70% of the dollar value of your order, you will see a Lease Available message in your cart and Lease as a payment method during checkout.
    After checking out through us and selecting Lease as your payment method, you will be prompted to complete a lease application for TimePayment. Once this is submitted, you will be notified of your approval within a few hours. Smaller orders may be approved in a matter of minutes.
  • What happens after I'm approved?
  • Once TimePayment approves your lease, a TimePayment representative will contact you to discuss the terms and payment options of your lease. After agreeing on the terms, TimePayment will generally collect about one month’s payment plus sales tax from you as a down payment. Once we receive the funds from TimePayment, we can process your order. Generally, it takes a few business days for us to receive the payment from TimePayment.
  • What rates and terms are available?
  • Rates will vary from customer to customer. A few factors that will affect your lease are:
    • Personal credit history - Being considered a subprime borrower will negatively affect your lease rate. On the other hand, having a good credit score can mean you receive a more competitive lease rate.
    • Payment history - TimePayment will review your previous payment history. If you have a track record of paying on time, then you may be rewarded with a better rate.
    • Age of your business

    Lease terms generally run from 24-60 months.
  • What will I need for the application process?
  • We recommend having the following documents ready to fill out your application:
    • Lessee's social security number
    • The address where your order will be shipped
    • Your billing address
  • What happens when my lease ends?
  • The answer depends on your credit. If you have top credit, you may be offered a $1 buy-out option. This means that at the end of the lease, you can pay one dollar to purchase the equipment! If your credit is lower, you may be offered a fair market buy-out option. This option means you can either return the equipment or pay 10% of the aggregate lease payments to TimePayment to own the equipment.
  • What if I have questions about my lease?
  • Call TimePayment at 1-800-872-1532.
  • What if I have questions about my order, equipment, or lead time?
  • Contact us at help@therestaurantstore.com with any questions related to your order, equipment or lead time.

Products

  • Do you have a catalog that you could send to me?
  • Unfortunately we do not have paper catalogs available. We carry thousands of items on our site and are constantly adding and updating products, rendering it impossible for us to keep a paper catalog current. Our website contains real-time information on all of our products, and our Content staff works diligently to keep the entire inventory up-to-date online!
  • Is there a warranty available for the items I'm purchasing?
  • If available, our items come with the manufacturer's warranty as specified on the item description page.
  • Are there any coupons or additional discounts available?
  • We send out our coupon codes by email, and getting signed up to receive them is easy! All you need to do is sign up for an account by clicking the Register link on the home page of the website.
    This is located toward the top right of the screen, above the green bar that says Sign into My Account. Once you have an account, you will begin receiving our emails with coupon codes and discounts!
  • What if I can't find the item I'm looking for on your website?
  • Let us know! We want to be a One-Stop-shop for all of your restaurant equipment and supply needs. We may be able to help you find what you're looking for and we are always willing to listen to your suggestions for product additions on our site. Many of the newest products being added to our site are a result of our customers' suggestions. You can utilize the live chat feature on our website or send an e-mail to help@therestaurantstore.com and let a Customer Solutions Specialist know how we can help you find the items you need.
  • I need a price on an item and it's not listed on the site. How do I get the price?
  • Due to Minimum Advertised Pricing from our manufacturers, we are not able to display o ur lowest pricing on our site for select items. One of our Customer Solutions Specialists would be happy to give you our lowest price for these items! Please utilize the live chat or call us at 717-392-7261 Monday through Friday, 8:30 a.m. to 5 p.m. EST and Saturday 8:00 a.m - 4:00 p.m EST.
  • How do I find the items I want to purchase?
  • The easiest ways to locate items on our site is to utilize the Product Search feature or Browse by Category. Products are searchable by our item number, manufacturer model number, title, and keyword or UPC code. If looking for a more general item, you can Browse by Category along the left side of the screen and use the "Filter these results" function to narrow your search. If we don't carry an item you're looking for, please contact one of our Customer Solutions Specialists to help locate it for you.
  • Do you offer samples?
  • We do not offer free samples of our products. However, many items we sell in smaller, pack quantities that you can purchase to test out the item before committing to a larger order. Sometimes our manufacturers will send out samples of select products to commercial customers. Please contact one of our Customer Solutions Specialists to see if a sample request can be sent to the manufacturer for the items you're interested in.
  • Do you offer installation services for equipment purchases?
  • We do not offer any installation services for equipment purchased through our site. To be sure everything goes smoothly when it comes to installing your new equipment, please consult our handy Equipment Installation Checklist prior to finalizing your order.
  • What does it mean if a product is listed as Special Order?
  • In order to maximize the products we're able to offer to you, some items on our website are not normally stocked in our warehouses. These items may be shipped directly to you from the manufacturer, or brought into our warehouse with our next stock order from the manufacturer and then shipped to you.

    These items are marked "Special Order" underneath the price on the item's page. Please understand that Special Order items may not be able to ship within 1-2 business days like our regularly stocked items. As a result, we encourage you to contact a Customer Solutions Specialist if you have questions about the delivery time of a Special Order item you wish to order!
  • Do you sell used equipment?
  • All of the products and equipment on our site are new unless they are listed on our Outlet page. Please visit the Outlet page to view our scratch and dent inventory and read more about our Outlet Policies.
  • Do you offer customization services?
  • We offer customization for select products on our site. Please visit our Customization page to learn more!
  • Do you offer terms? Do you lease any of your equipment?
  • We currently do not offer terms. We do offer Leasing through our third party partner TimePayment. Please see the Lease Section for more details.
  • Can I purchase commercial equipment for home residential use?
  • It is important to keep in mind that many of these items may not meet your consumer-level expectations if used in your home. Commercial cooking equipment:
    • Is designed for functionality and heavy use commercially, and may not meet your expectation in terms of aesthetics or ease -of-use.
    • Is often much louder than comparable non-commercial piece of equipment.
    • Consumes much more power than consumer-style equipment.
    • Is not insulated as thoroughly as consumer-level equipment and generate much more heat. Many pieces of commercial equipment also require a ventilation hood system, and fire-suppression system to adhere to local fire and building codes.
    • Install in a non-commercial setting would most likely void your homeowner's insurance and the equipment manufacturer's warranty.

    If you have any question about the suitability of a particular piece of equipment you're considering for non-commercial use, please contact our Customer Solutions Department.

Shipping

  • How much will it cost to ship my order?
  • You can calculate an estimated shipping cost before you check out right in the shopping cart! To calculate shipping charges, add your items to the shopping cart. Just below the subtotal, you will see "Shipping and Handling Calculator". Be sure to correctly choose "business" or "residential", enter your zip or postal code, and then click "Calculate Shipping". This will provide shipping costs for the items in your cart.

    Certain large and/or heavy items will be shipped via a common carrier service. These items are indicated as such on their description page as well as in the shopping cart. All other orders ship with a small package carrier like FedEx. Occasionally, when large quantities of items are ordered, we may opt to use a common carrier service even if none of the items in your order are classified as common carrier. Whether your order will be shipping via small package or common carrier, the online shipping estimate will tell you exactly how much you will be charged for shipping.
  • How long will it take for my order to arrive?
  • If you choose to pick your order up at one of our seven locations, there will be a section in the checkout process that allows you to tell us when you would like to pick your items up. Please note that if all or part of an order is not in stock at your desired location, it will normally take 1-2 days to transfer the items in from one of our warehouses. Select instances may take up to 1 week.

    If you choose to have your order shipped too you, in stock items usually ship within 1-2 business days.

    For orders that are shipping Ground via FedEx, click here for a map that will show you what the typical transit time to your location is via FedEx Ground service. For orders that will ship via common carrier, the transit times are the same with a 1 to 2 day variance possible.
  • Do you ship internationally?
  • We do not currently ship internationally.
  • What shipping methods do you use?
  • All of our smaller, ground orders are shipped with a parcel carrier like FedEx. If you need a ground order guaranteed for delivery faster than the standard transit time, we offer Next Day or Second Day delivery for qualifying shipments. For larger, palletized orders we use a nationwide network of freight carriers. Standard common carrier is curb-side delivery.
  • Item(s) in my order were damaged. What should I do?
  • Great care is taken when packing your order, but on rare occasions damage may occur. If any part of your order is damaged, please contact one of our Customer Solutions Specialists within 5 business days of receiving your order so we can find a solution for you!

    ***If your order shipped via Common Carrier, please read carefully!***
    If any item or packaging is damaged or missing, or if you have any doubt about possible damage, you MUST do the following:
    • Note it clearly on the delivery receipt before signing it
    • Keep your copy of the delivery receipt
    • Contact us within 1 business day

    Our warehouse gives great attention to packaging every order for shipment. Unfortunately damage does occur occasionally during transit and we must go to the carrier company to receive reimbursement for these damages. By signing the delivery receipt you are taking responsibility and ownership for the shipment in the condition noted. If part or all of your shipment is damaged and you did not note this in any way on the delivery receipt, we CANNOT guarantee any compensation for damages.
  • Item(s) in my order are missing. What should I do?
  • Great care is taken when packing your order, but on rare occasions an item may have been missed. If any part of your order is missing, please contact us within 5 business days of receiving your order so we can find a solution for you!

    ***If your order shipped via Common Carrier, please read carefully!***
    If any item or packages are missing, you MUST do the following:
    • Note it clearly on the delivery receipt before signing it
    • Keep your copy of the delivery receipt
    • Contact us within 1 business day

    Unfortunately part of a shipment can occasionally go missing during transit and we must go to the carrier company to start a trace for the missing items or receive reimbursement if the items are ultimately deemed lost. By signing the delivery receipt you are taking responsibility and ownership for the shipment in the condition noted. If part of your shipment is missing and you did not note this in any way on the delivery receipt, we CANNOT guarantee any compensation or replacement of the missing items
  • What is common carrier shipping?
  • Common carrier shipping is necessary when an order is too large or heavy to be delivered ground by FedEx. These items will be delivered to your location by a tractor trailer. Standard common carrier delivery is curbside and does not include unloading the merchandise or delivering it inside your location. You are responsible for unloading the items from the back of the truck and bringing the shipment inside your establishment.
  • What is a lift gate? Do I need a lift gate for my shipment?
  • A lift gate is a motorized platform attached to the back of the truck that will physically lower your order to the ground. The truck driver will place your order on the ground using the lift gate, and then you are responsible for bringing it inside. Tractor trailers used to deliver common carrier shipments are 56" off the ground. These trailers are designed to unload at a loading dock or with a fork-lift. If your delivery location does not have a loading dock or fork-lift, and the item is too heavy to remove from the trailer by hand, then you will need a lift gate. The charge for a lift gate is $45.00 and can be selected on the Review Order page at checkout.

    Please contact our Customer Solutions Team if you have any questions about your delivery options.
  • Do you ship to PO or APO/FPO boxes?
  • Unfortunately we are unable to ship to PO or APO/FPO boxes at this time. FedEx requires a street address to complete delivery. If a shipping carrier deems your address inaccessible for delivery, they will make final delivery at the closest shipping terminal or return the shipment to us. If you are concerned about delivery to your address, please contact us before placing your order!
  • Can an order be shipped on my FedEx account so I can save on shipping?
  • Although we would love to be able to use customer's shipping account numbers, we are unable to. With the high volume of orders we do, this would make billing very complicated. Also, should there be any damaged or missing items in your order, we would not be able to submit a claim for you or send you a replacement since the order was shipped under your account.
  • What is Call Before Delivery? Can I make a delivery appointment with the carrier so I am available when my shipment arrives?
  • If you select a delivery appointment at checkout, the carrier will contact you when your order arrives at their delivering terminal. They will call you to schedule an appointment to deliver your order within a four hour window. If you are shipping to a residence, a delivery appointment will be required. If you have any doubt about an authorized recipient being available to receive your order, or if you are not always open Monday through Friday between 8:00am and 8:00pm, you will need a delivery appointment and must select this option at checkout. Additional fees will apply if no one is present when delivery is attempted and the carrier is forced to redeliver.

    We offer this service to all of our customers at no charge. The Call Before Delivery option can be selected on the Review Order page at checkout.

    Unfortunately delivery appointments cannot be made for FedEx ground deliveries, but we will send you a shipping confirmation e-mail with tracking information once your order ships so you can monitor the progress of your shipment online.
  • What are your shipping policies?
  • You can review our shipping policies via our Policies page

Account Information

  • Is my credit card and personal information secure when I order from your site?
  • Here at The Restaurant Store, it is our top priority to ensure your personal information is secure! To do this we employ the best security available on the net for transmitting your personal information: SSL. SSL safeguards your information and guarantees your privacy while ordering through our site. You can see SSL is being employed by the lock icon at the bottom of your screen and the 'https' in the address bar, as opposed to the 'http' that is normally there.
  • How do I register for an account? Do you require registration to place an order?
  • To register for an account, click the Register button located in the top right side of our homepage. You will be asked to enter both billing and shipping information. Please note, your billing information must match the information associated with the credit card you are using to place the order. We do not require registration to place an order.
  • How do I use My Account?
  • The My Account section of TheRestaurantStore.com can be used for a variety of things: changing your user information, checking a current order's status, and viewing past orders. To access the My Account section, while either shopping or viewing the main page, click on My Account at the top of the screen. In order to use the My Account feature you must be a registered user.
  • How do I change my User Information?
  • In order to change your user information, you must first be logged in. Once you are logged in, click on My Account. You can add, edit, or view your shipping and billing addresses by clicking the respective links. You can also check current order status, view previous orders, or review items.
  • What is the Quick Pick feature?
  • The Quick Pick feature of TheRestaurantStore.com allows registered users to view a list of items that they have bought in the past as well as add these items to their cart. This feature makes it easy to find and order the items that you need the most. In order to use the Quick Pick feature you must be a registered user.

    The process of adding items to the cart from the Quick Pick page is slightly different than other pages where you can add items to the cart. For starters, you must be logged in to view your personalized list of products. After you have begun to shop and have logged in, click on Quick Pick at the top of your screen. In order to add items to your cart from the list of products, enter the quantity of each item in the list that you would like and then click on the Add to Cart button beside the item.
  • I forget my password. How can I retrieve it?
  • You can visit the Password Reset page to have an email sent to you to reset your password.
  • Why should I register for an account? What are the benefits of registering?
  • We encourage you to register with us during the checkout process! Registration is not mandatory to complete checkout, but by registering you receive the following benefits:
    • Access special sections of the site, such as the My Account section, where you can track current orders, view old orders, add items to a "Wish List", and update your billing and shipping information.
    • Reorder quickly by browsing through the items you've purchased in the past with our Quick Pick feature.
    • Submit product reviews for items you have purchased.
    • When contacting Customer Support regarding your order, we can quickly and easily see all past orders for registered users.

    All of the information we receive from you in the registration process is transmitted over a secure server and kept in a secure location. You can only access your information after logging in with the unique e-mail and password combination you created during registration, so you can rest easy knowing your information is safe!
  • Do you provide donations to charity organizations?
  • We receive many such requests for donations from organizations throughout the country and while they are all for worthwhile causes, we are unfortunately limited in what we can do. There are some local organizations and charities that we support each year here in the Lancaster PA area. Regretfully, however, we are not able to grant other requests.
  • Where do I sign up to receive Email Specials?
  • Learn about great deals, seasonal promotions, new products, and get Coupon Codes for special discounts by creating an account with us. Sign up here!
  • How can I get a receipt or copy of the invoice for my order?
  • You will be e-mailed a copy of your invoice once your order is placed as well as after the order ships from our warehouse. To obtain another copy, log into your account and go to My Orders. You will see an option to "Download Invoice" for each order you've placed. If you do not have an account with us, please contact a Customer Solutions Specialist to request a copy.

Payment

  • Is my credit card and personal information secure when I order from your site?
  • Here at The Restaurant Store, it is our top priority to ensure your personal information is secure! To do this we employ the best security available on the net for transmitting your personal information: SSL. SSL safeguards your information and guarantees your privacy while ordering through our site. You can see SSL is being employed by the lock icon at the bottom of your screen and the 'https' in the address bar, as opposed to the 'http' that is normally there.
  • Will there be sales tax on my order? What if I'm tax-exempt?
  • Sales tax will be charged only to those orders being shipped within the states of Pennsylvania, Maryland, and Florida. If you are shipping outside of these states you will not be charged sales tax. If you are tax-exempt and shipping to PA, MD or FL please visit your My Account page and select Upload Tax Exempt Form.
  • What payment options do you accept? Do you accept purchase orders?
  • We accept Visa, MasterCard, American Express, and Discover card as valid payment options. We are unable to accept Purchase Orders. All orders must be placed online. We require payment in full at the time of sale via a credit card through our secure server, and PayPal. We also accept check payments for shipping orders over $100.00.
  • Can I pay for my order with a check or wire transfer?
  • We accept check payments for shipping orders totaling over $100. Please note: once we receive the check there will be a 10 business day waiting period prior to processing your order as your check clears. To expedite the waiting period, you may send a certified check for payment. We can begin processing your order as soon as a certified check is received. If you are interested in paying by check, all you need to do is continue through the checkout process and click on "Check Payment" tab located on the Review Order page during checkout.
  • When will my card be charged for my order?
  • Your card will be charged in full once the first item(s) on your order ship. When you place an order on our site, an authorization is placed on your funds in the amount of your order. An authorization is a communication from your bank to our payment system letting us know your card is valid and the required funds are available. On your bank statement these authorizations may show as "pending", but please keep in mind they are not charges. They are only authorization requests and will only result in a charge when your items ship.
  • Is there a minimum order requirement to purchase from your site?
  • There is no minimum order requirement to purchase from our site. We accept all orders large and small!
  • Can I pay with a pre-paid credit card?
  • Yes, you may pay with a pre-paid credit card on our site if the card has been registered with a billing address. Please call the number on the back of the card to register. Once the card is registered with a billing address it can be used to check out on our site.
  • Can I pay in store?
  • You can pay in store for all pick up orders. Please select "Pay In Store" during check out.
  • How do I submit a tax exemption form?
  • If you would like to submit a tax exemption form, you must first sign into your account. Once you are signed into your account you can click he "My Account" tab. From there, you will click on the "Tax Exemption Information" and submit your form. Please allow 24 hours for us to approve the form and update your account before placing an order.

Quote

  • I need a quote for the items I'm buying. How do I get a quote?
  • Our website displays real-time, wholesale prices and is equipped with a great feature that will help you to obtain a quote. You can obtain a quote by adding all of the items you wish to purchase to the shopping cart. After you have added all of your items, the cart will automatically give you a subtotal. You can also obtain a shipping quote by using our shipping calculator located below the subtotal. Be sure to correctly choose "business" or "residential," enter your postal code, and then click "Calculate Shipping." This will provide shipping costs for the items in your cart.
  • I have a large list of products I'd like to buy. Can I get a quote?
  • If you have a large list of products you need -whether it is for an opening order, a season start up, or products that you can't find- we can provide the quote you need! Once you have signed into your account you can Request a Quote and one of our friendly Customer Service members will begin preparing a personalized quote for you!

Contact Us

  • What is your phone number?
  • Before contacting us, please search our Frequently Asked Questions to see if your question has already been answered! If you have any further questions, you can reach one of our Customer Solutions Specialist Monday through Friday 8:30 a.m. to 5 p.m EST and Saturday 8:00 a.m to 4:00 p.m. EST at 717-392-7261. Or use our live chat feature to contact us without incurring long distance charges.
  • Are you hiring?
  • As one of the largest food service supply companies, we are always looking to hire motivated, smart and forward-thinking team members. Please visit our Careers page to learn more.
  • How do I contact a Customer Solutions Specialist?
  • Our Customer Solutions Specialists are available Monday through Friday 8:30 a.m. to 5 p.m. EST and Saturday 8:00 a.m. - 4:00 p.m. EST. We can be reached by e-mail (help@therestaurantstore.com), Live Chat , or phone at 717-392-7261 to answer any questions you may have!

Need Help?