GoFoodservice Policies

We accept all major credit cards, including Visa, MasterCard, American Express, and Discover. Only credit cards with billing addresses in the United States are accepted.

You can pay for your order with your PayPal account by clicking the PayPal button on the shopping cart page. To cover the processing costs associated with refunds, a 3% fee will be applied to the refunded amount for orders over $200 paid with PayPal. Learn more about PayPal's refund processing fees here.

We offer financing as a payment option for orders with a subtotal of $500 or more that are being shipped within the United States. We currently work with multiple lenders to help you find the best financing option that fits your needs.

The terms of financing vary depending on the lender, but typically include an interest rate, repayment term, and any other fees that may apply. For more information about the terms of financing, please contact us or see our finance page for more information.

We also accept check by mail, ACH, money orders, cashier's checks, and wire transfers.

Purchase Orders are only offered and approved for select companies. Companies that are not already approved, contact us for further requirements. Please know, it generally takes approximately 5-10 business days to determine your credit approval or disapproval, but there are no guarantees to this time-frame, as there are issues that can arise such as being unable to make contact with credit references, banks, etc.

It's important to keep this in mind, as product pricing, shipping costs, etc, may change during the process. Which is why it's always best to pay upfront, in order to be set up as a repeat customer. After an order history has been created, we can at that point, review whether your company is a candidate to be set up on NET Terms for our selection of restaurant supplies & equipment.

If your credit is not able to be approved, we have other options available such as 3rd party financing that you'll be able to apply for instead.

Most orders placed before 1:00 PM EST will be shipped same day, if the item is in stock and your order is approved.

Shipping usually takes 1-5 business days depending on the location of the ship-to address. However shipping times differ for each item due to availability, manufacturer labor and supply chain shortages, etc.

We only ship to the 48 Contiguous United States. If you want your order shipped outside this territory, you will have to supply your own freight forwarder.

Some orders may have extra delivery costs imposed by the freight carrier for special shipping conditions and areas. Due to the variables associated with how shipping costs are calculated, all of our shipping costs are estimates and may change at any time. We do our best to be as accurate as possible but unfortunately, some estimates are too much to absorb. Generally, if there is a 10 - 20% difference in shipping costs, we'll contact you for approval before we process your order.

Items that have a freight cost or qualify for free shipping, are curbside delivery only and do not include inside delivery, liftgate, or any additional accessorials. These additional services must be approved/paid for ahead of time and notated on your order. Unless inside delivery is requested and paid for at time of purchase, the driver will NOT bring your delivery to the door or inside your location. In the event you request the carrier to perform additional delivery services and those services are performed, once we receive the bill for those services, the payment method on file will be charged. It's highly recommended to pay for these services ahead of time, otherwise, additional fees imposed by the carrier after your order has been delivered, may end up costing more, based on the carrier providing the services.

Orders shipping to locations considered to be residential, may be subject to additional fees.

Orders shipping to locations considered to be limited access, such as hotels, universities, prisons, military bases, country clubs, etc may be subject to additional fees.

Orders shipping to extended area locations such as high density areas, less populated areas, or less accessible areas may be subject to additional fees.

Liftgate enables the truck driver to bring your equipment off the freight truck to the ground. Liftgate is optional in most cases, but recommend for customers who do not have a loading dock (loading dock must be 4 ft or higher from the ground) or a forklift on site.

Some items can weigh several hundred pounds, which could cause serious injuries if not brought to the ground by a liftgate. Additionally, items that are around 100 lbs may seem easy to get off the truck, but unfortunately due to liability reasons, the driver may not allow you to remove the freight without liftgate service. Some variables associated with removing the freight off the truck and onto the ground are: personal injury and/or potential damage to the shipment (please note, when items are delivered by freight, they will most likely be on a pallet, which makes the items bulky and very difficult to bring to the ground as well).

If an item is shipping by freight to a residential location, liftgate is required since there will be no forklift or loading dock at time of delivery.

When items that are normally delivered by a parcel delivery company (such as UPS, FedEx, or USPS) are ordered in such quantities that the order must instead be shipped by a freight delivery company, there may be additional shipping costs associated with your order. Once we are made aware of any additional costs, we will contact you for approval to charge your card for the difference.

Shipments to freight or package forwarding companies, may be required to be paid by Check, ACH, or Wire Transfer.

Orders may include a delivery notification service, where the carrier will contact you to coordinate or inform you of when they are going to attempt to deliver your order. Since some carriers will charge additional fees for this service, please contact us prior to placing your order, so we can quote you on this service.

An alternative to paying for a call before notification is waiting until we send you the tracking info for your order. Once you receive your tracking info, feel free to call the carrier to coordinate your delivery date (applies to freight shipments only). Unfortunately, in rare situations, when an order is shipped direct from the manufacturer or from one of our suppliers, we may not receive tracking information before the order is delivered. Please keep this in mind as well.

When attempting to coordinate directly with the freight carrier, GoFoodservice is unable to get involved in setting a time for delivery and is not liable for communications taken place between the carrier and customer.

Parcel / Package Shipments:
All orders that ship by means of a parcel / package carrier (e.g. UPS, FedEx, USPS, etc) generally do not include a call before, prior to delivery. Both UPS and FedEx have options that allow you to receive digital notifications regarding your shipment, however you will have to coordinate this, once we send you the tracking information. There are 3rd party apps or notification services as well, that can assist in this process.

Freight Shipments:
All orders that ship by means of a freight / LTL carrier (e.g. SEFL, Estes, T-Force, etc) may receive a call, prior to delivery. However, this is not guaranteed. As mentioned above, we suggest reaching out to the carrier once you receive the tracking, to coordinate your delivery.

If a shipment is to be reconsigned, relocated, or redelivered due to the customer providing an incorrect address, customer is not available at time of delivery, or at the customer's request, the shipping company may charge additional fees for those services. If applicable, those fees will also be charged to the customer's payment method on file.

Upon receiving your shipment, it is your responsibility to follow these guidelines:

• Thoroughly inspect your shipment for possible damages or missing items
• Notate all damages and/or shortages before signing the delivery receipt
• Keep a copy of the delivery receipt
• Keep all damaged packaging materials for carrier inspection
• Contact us within 24 hours of receiving delivery
• Take pictures of damages and packaging

Note: If you are uncomfortable with the damages found at time of delivery, you can refuse your shipment, and we'll work with you on sending a replacement. Call us at 1-800-550-0706 if possible before refusing your shipment. If the driver demands to leave before all portions of your shipment have been inspected, please note on the delivery receipt near your signature that the driver would not allow an inspection. By signing the delivery receipt, you are assuming all responsibility for that shipment as noted. If the delivery receipt is signed for without any further notations, you are accepting the condition of the shipment as is and understand that GoFoodservice can not guarantee any further compensation or replacements for your shipment.

Concealed damages are not covered and GoFoodservice is not liable for any damages found after the shipment has been signed for.

After receiving your order, you must inspect it for damaged items. If an item is damaged, you must keep both the packaging & items, as well as contact us within 5 business days so that we can provide further assistance. Clear pictures of the damages & the packaging are required. If applicable, it may be required to take a picture of the product's serial number as well. If an item is damaged, it must not be used. If the item is found to be used, a replacement or refund may no longer apply. If a replacement item is to be sent, the original item must first be returned to the location we provide you. Under certain circumstances, an exception may be authorized to ship you a replacement item before the original item is returned. If this exception is approved, a new order must be created and paid for before the new item(s) is shipped. Once the unused damaged item(s) is appropriately returned, we will issue you a refund for the damaged item(s).

Most items can be returned within 30 days of the shipping date if the item(s) are unused, undamaged, and also in the original packaging. You must call in advance for a return authorization. Items may not be returned after 30 days. Special order items and consumables are not returnable. If you have questions or want to find out if your item can be returned, please call 1-800-550-0706 between the hours of 8:30am - 5:00pm EST Monday through Friday.

After the authorized item(s) are received back at the return location (location determined at the time of the item return request) and have been inspected, your money will be refunded for the item(s) returned minus the restocking fees. Refunds will always be issued back to the original payment method used for the purchase. If the original payment method (e.g., credit card) has been canceled or closed, the issuing institution is still responsible for processing the refund and ensuring it reaches the cardholder. Refunds cannot be issued to an alternate payment method.

There may also be original shipping costs and return shipping costs involved with your return, but you will be informed of those fees during the return process. Most credit cards will show a refund within 24-48 hours. Other payment methods will be refunded via check, which will be mailed to the location of your choosing. The above also applies to orders that have been canceled or refused after the item(s) have been shipped or are in transit to the customer's location. Customers are responsible for shipping the items back on their own carrier to the authorized return location and for said shipping costs (whether freight or parcel). Neither GoFoodservice, the manufacturer, or the distributor are liable for the removal or transportation of returning orders.

Due to the costs of repackaging and inspections, the buyer is responsible for a minimum restocking fee of 25% for the items purchased. The restock fee does not include the original shipping costs and the return shipping costs involved with the return.

If your purchased item is DOA (dead on arrival) or defective, you will need to file a warranty claim with the manufacturer. It's the manufacturer or distributor's discretion if the item will be replaced or repaired. For assistance with this process, please contact us. Neither GoFoodservice, the manufacturer, or the distributor are liable for removal or transportation of items that arrive DOA or defective.

As a general rule of thumb, the following items are considered special order items:

• Special order items (noted on the product page)
• Custom fabricated items
• Furniture
• Disposables such as perishable or consumable items (food, food containers, plates, cups, etc)
• Hazmat, aerosol, & flammable liquid products
• Closeout products
• Items that have been shipped outside the Contiguous United States

These items may not be returned and in some instances are unable to be canceled once the order has been placed. If your order is still able to be canceled, you may be subject to much higher restock fees than the standard fee. If there is an opportunity to cancel your order, we will do our due diligence to find out.

Additional charges related to shipping and handling may be incurred during the return process. It’s important to know that our “Free Shipping” offers are applicable solely to items shipped by GoFoodservice, our Manufacturers, or our Distributors to our customers. These offers do not extend to returns. Any such extra costs will be deducted from the final refund amount. Furthermore, if the shipping costs charged to you were less than our actual shipping expenses, you may be responsible for the difference in the event of a return.

Once your order has been placed, there are no guarantees your order can be canceled. Please contact us asap to verify.

• Orders Unshipped: If your order is in a submitted/processing status, contact us so we can attempt to cancel your order with the manufacturer or distributor.
• Orders In Transit: 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 return back to its respective warehouse and you may be charged a restocking fee plus any shipping fees associated with the return. We suggest refusing the shipment rather than accepting it, because if accepted, you will have to provide your own carrier to ship the items back and will be liable for any damages that may occur.
• Orders Received: If you have already received your purchased item(s), you will have to contact our customer support team to start a return. If the item is returnable, you will be provided a return authorization number, instructions to ship your items back on your own carrier, and you may be charged a restocking fee plus any shipping fees associated with the return.
• Special Order Items: If your order contains a "special order item", once the order has been placed with the manufacturer or distributor, it might not be able to be canceled. Please contact us to verify if the item can be canceled.

Due to multiple factors, your order may be subject to a different payment method than what was selected at the time of purchase. GoFoodservice will contact you to advise what payment method is needed in order to complete your purchase.

For questions concerning your order, please contact us by email (support@gofoodservice.com), live chat, or call us at 502-266-7089. Our hours are from 8:00am - 5:00pm EST on Monday - Friday. Please allow us 1-2 business days to process your inquiry.

GoFoodservice will only allow coupon codes and promo codes to be applied to orders that are placed while the promotion is active. We do not allow promos to be applied to already discounted items unless specified.

Pricing that may be seen from external sources to our website may show incorrectly listed prices compared to the actual price listed on our website. We attempt to always be as accurate as possible, however unfortunately since search engines and other methods that may lead you to our site may not always provide the most accurate pricing. Please always check the prices listed directly on our website for the most accurate information.

Prices on our website are based on information provided to us by the manufacturer or the distributor shipping your product. Unfortunately, we're not always provided with updated information in advance or in a timely manner, therefore in the event there is an unexpected price increase, depending on the difference in price, we reserve the right to apply their increase to your order. If this takes place, we will contact you to provide an update regarding the difference. If the price difference is not agreed upon or we don't receive the additional funds by its respective due date, we will unfortunately be forced to cancel your order.

All warranties for products purchased through GoFoodservice are governed solely by the manufacturer's warranty policy. Since GoFoodservice does not manufacture products, we are not responsible for any aspects of the warranty process. Customers are entirely responsible for managing warranty claims from start to finish directly with the manufacturer.

It should be assumed that most heavy-duty products e.g. refrigeration equipment, cooking equipment, food preparation equipment, and warewashing equipment, do not have a valid warranty when used in a residential setting. However, there are some heavy-duty products that are warrantied for residential use. To determine if a specific item is covered under warranty for residential use, please contact GoFoodservice for verification.

If your purchased item is defective, you must file a warranty claim directly with the manufacturer. While GoFoodservice can assist you in initiating the warranty claim, all decisions regarding the warranty are at the sole discretion of the manufacturer. Neither GoFoodservice nor the distributor is liable for any part of the warranty process, including the removal or transportation of defective items.

• Residential Use: As mentioned, warranties, including but not limited to heavy-duty and commercial-grade products, may not be valid for residential use. Always verify with GoFoodservice or the manufacturer to confirm whether your intended use is covered under the warranty.
• Unauthorized Modifications: Any modifications or repairs made by unauthorized personnel will void the manufacturer's warranty.
• Improper Installation: Incorrect installation can void the warranty. It is recommended to have products installed by qualified professionals to ensure warranty coverage remains intact.

GoFoodservice expressly disclaims any warranties beyond those provided by the manufacturer, including but not limited to implied warranties of merchantability and fitness for a particular purpose. GoFoodservice is not liable for any indirect, incidental, or consequential damages arising from warranty claims.

In accordance with applicable state and local laws, GoFoodservice does not collect sales or use tax in all states but is required to charge sales tax for most items shipping to CA, FL, IN, KY, TX, NY. If taxes are calculated at the time of purchase for states other than where GoFoodservice is registered to collect, this may be due to the manufacturer or distributor requiring taxes to be collected upfront, since they are registered or required to remit sales or use tax on our behalf. In the event GoFoodservice is notified or charged sales or use tax for your purchase after the fact, we will update your order to reflect the taxes and will contact you to collect the difference. GoFoodservice does not benefit from the collection of sales or use tax and will always remit collected taxes appropriately.

For states imposing sales or use taxes, your purchase may be subject to tax unless it is specifically exempt. In general, purchases made out of state by means of the internet or other remote methods, does not disqualify you from paying sales tax on your order. Many states require purchasers to file a sales or use tax return at the end of the year, reporting all taxable purchases that were not collected. Wherein you may be subject to pay those uncollected taxes on your personal or business tax return. If GoFoodservice does not collect sales tax on your order, it is your responsibility to check your state & local laws to find out if you need to disclose your purchase on your tax return.

If you have a valid tax exempt or resale certificate, you can email it to us and we’ll submit it for review. All tax exemption requests must be sent before your order has been placed. If sent after the fact, we can not guarantee taxes will be removed or refunded for your order. In the event a manufacturer or distributor are unable to accept your certificate, GoFoodservice will be forced to collect sales or use tax for you, and you may have to write them off on your tax return, when applicable.

We use third-party companies to process payments, track cookies/usage data and for email campaigns opted in by the customer. We will never sell any customer information to any third-party companies.

At GoFoodservice all your personal information is automatically protected by a High-grade Encryption Secure Sockets Layer (SSL) which is one of the highest security levels available. All credit card data is stored by a highly secure (PCI compliant) third party, so you can be sure that your data is safe.

If a product has an incorrect description, selling quantity, selling price, price increase, or any other typographical errors, we have the right to refuse, cancel, or modify orders & quotes placed under these conditions. If your credit card has already been charged for the purchase and your order is canceled, we'll refund your credit card for the incorrect amount. If your items have already been received and the issue is later discovered, you agree to follow our resolution procedures to fix the issue.

By placing an order through our website, you acknowledge and agree to conduct thorough research on the product to ensure an informed purchasing decision. Please note that product images provided on our website are intended to be the best representations available at the time of listing. However, they may not always accurately reflect product updates or optional features, and some images may include optional accessories that are not included with the base product and must be purchased separately.

In instances where an accurate image is unavailable, we may use representative or placeholder images to provide visual context. While we strive to provide the most accurate information possible, including detailed product descriptions, specification sheets, and safety data sheets, we encourage you to review all available product literature before finalizing your purchase.

Should you have any questions or concerns regarding a product, our team is available to assist you. However, it's important to understand that we cannot be held responsible for assumptions, verbal statements, or any information not explicitly stated in the product listing or accompanying literature.

Due to the nature of the food products we offer, the shelf life and expiration dates can vary depending on the manufacturer and supplier. While our suppliers strive to ensure the freshness of all items, shelf life guarantees are determined by the supplier, not GoFoodservice.

In general, shelf-stable products are guaranteed to have a minimum shelf life of 28 days upon receipt, unless otherwise noted. However, this is not a guarantee from GoFoodservice, and the actual shelf life may be longer depending on the manufacturer. Customers should be aware that items are not always shipped directly from the manufacturing line, and the stated shelf life at the time of purchase cannot be assumed.

If you have specific concerns about the shelf life of an item, please contact us prior to purchasing for more details.

Purchases used or at anytime are transported outside the United States, are not covered by our standard warranties or eligible for returns. Due to manufacturer limitations, warranties cannot be honored internationally. Additionally, GoFoodservice cannot be held responsible for damages or issues that may occur during international transit. By placing an order on our website, you acknowledge and accept these terms.

To the fullest extent permitted by applicable law, GoFoodservice disclaims liability for any direct, indirect, special, incidental, consequential, or punitive damages arising from or connected to: The use or inability to use this website, including any linked websites and their content. Interruptions, inaccuracies, errors, or omissions on this website, regardless of their cause. Loss of revenue, profits, sales, products, goods, or property. Loss of business or anticipated savings. Loss of use, goodwill, or data. Personal injury, pain and suffering, or emotional distress. Any other economic disadvantage, whether caused by tort (including negligence), breach of contract, or otherwise, even if foreseeable. This limitation of liability applies regardless of the legal theory under which damages are sought. GoFoodservice's total liability to you shall not exceed the fees you paid to GoFoodservice during the month immediately preceding the event giving rise to the claim.

Governing Law and Dispute Resolution
Any dispute relating in any way to your use of this website shall be submitted to confidential arbitration in Louisville, Kentucky. You hereby consent to, and waive all defenses of lack of personal jurisdiction and forum non conveniens with respect to venue and jurisdiction in Louisville, Kentucky. Arbitration shall be conducted pursuant to the Commercial Arbitration Rules then prevailing at the American Arbitration Association. The arbitrator's award shall be final and binding and may be entered as a judgment in any court of competent jurisdiction.