Customer questions & answers
What are your policies for dealing with shipping delays, shipping times or other problems?
You can view our shipping policies on our policies page.
What are the benefits of creating an account?
You don’t have to register in order to complete checkout. However, when you register, you receive additional benefits, including: Access to restricted areas of the site, access to the very useful My Account section and access to Wish List functionality. In addition, registering allows you to perform quick reorders and enables you to leave reviews on products you have purchased through the site. We store all data on a secure server. Your privacy is extremely important to us, and we take great pains to keep it secure.
How do I create an account?
To register for an account, click on the "Create an Account" in the top right hand menu bar.
How do I change my information?
First, login to your account. Once you’re logged in, simply click on My Account. Then, you can add data or edit existing data. Data you can add or edit includes shipping address, billing address and email. Additionally, from here, you can check the status of any current order.
How do I use my account?
In the My Account section of Kitchen Restock, you can perform a variety of nifty actions. For instance, you can: change user information, check the status of a current order and see past orders. To access this data at any time, simply click My Account, located in the upper right-hand side of the page.
How can I retrieve a lost password?
On the login page there is a Password Reset link. Simply click that link and follow the directions.
How do I place an order?
The first step in creating an order is to browse the site, adding any items you wish to purchase to your shopping cart. When you’re ready to check out, simply click the shopping cart icon located at the top of the screen. Next, select either “business” or “residential,” as the case may be. Then, enter your zip or postal code. Next, click the “Calculate” button. You will be presented with your final shipping cost. Finally, follow the prompts provided to proceed with checkout. You will need to choose one of our many payment options.
Your site won’t let me place an order…what do I do?
If you can’t proceed through checkout, or if you can’t make any changes to an order in progress, we suggest clearing your web browser’s cache and cookies. Be sure to select all history. If this doesn’t solve the issue, we suggest trying on a fresh install of a modern browser, such as Google Chrome or Firefox.
Are you currently hiring?
As one of the biggest foodservice companies on the Internet, we’re always on the hunt for motivated self-starters. We need intelligent, forward-thinking team members who are willing to bring new, innovative ideas to the table. Visit our careers page to learn more.
Do you have any physical store locations?
We are an e-commerce company and do not have any physical stores. However, we do allow warehouse pickup if you are looking to save on shipping. Contact our customer success team to learn more.
How can I get in touch with your Customer Success Team?
Our Customer Success Team is available from 8:30am - 5:00pm EST. You can reach us at any time via email: [email protected], or through Live Chat.
How long has Kitchen Restock been in business?
We’ve been in business since 2004, however, we can trace our origins back to 1979 but through various acquisitions and mergers. Please visit our about us page for more information.
What is your phone number?
Before reaching out, we’d ask that you please check this FAQ to see if your question has already been covered. If you have further questions, our customer support specialists are available during the hours specified above.
Do you donate to any charities?
We receive numerous requests for donations from very worthy organizations around the country. However, while all of these requests come from reputable and worthwhile organizations, we are somewhat limited in the number of requests we can respond to. This is mostly due to the logistics involved. There are several organizations located near our corporate headquarters and warehouses that we support each year.
How long will it take my order to arrive?
Items that are in stock at the time of your purchase typically ship within 1 or 2 business days. Note that white glove delivery service typically adds 5-7 days, during peak seasons and holidays there may be additional delays on delivery. 2nd Day delivery is within 2 business days by 10:30 am to most businesses in the contiguous U.S., by noon to residences, and by 4:30 pm to some rural areas. For 2nd Day orders entered after the daily 1:00 pm EST shipment cut-off time or delivery on holidays and weekends will occur the following business day. Carrier delays or weather may impact final delivery date or time. Priority overnight delivery is on the next business day by 10:30 am to most businesses in the contiguous U.S., by noon to residences, and by 4:30 pm to some rural areas. For priority overnight orders entered after the daily 1:00 pm EST shipment cut-off time or delivery on holidays and weekends will occur the following business day. Carrier delays or weather may impact final delivery date or time.
I need my order by a specific date…what can you do?
An in-stock item will typically ship within 1-2 business days. If an item is shipping from a manufacturer or partner, any additional processing times may be added on larger items. If you have a time constraint, please feel free to contact a customer success team before placing your order. We will be happy to check product availability for you.
I received an item that is different from what I ordered. What can I do?
If you believe you received an item in error, please return the product to its original packaging unused. Next, contact our customer success team. Our support staff will work with you to reship the correct item or will issue a full refund. Additionally, we will cover the cost of any required shipping. Note that we reserve the right to request a photo of the item that was shipped incorrectly.
Items in my order are missing…what should I do?
Though we take great pains to package each order accurately, rare mistakes can occur. If any part of your order is missing, contact our customer support team within 5 days, and we’ll make it right. Important: if your order shipped via common carrier, and one of your items is missing, you MUST do the following: • Note the missing items on the delivery receipt BEFORE signing • Keep your copy of the receipt • Contact us within 1 business day Occasionally, part of a shipment can go missing during transit. If this happens, we must consult with the carrier company so that we can start a trace. By signing the delivery receipt, you are assuming responsibility and ownership of the shipment. Therefore, it is very important that you note any missing items clearly on the delivery receipt. If you do not, we cannot guarantee any compensation.
Can I modify my order…or add to it?
Once your order is placed, and the transaction has processed, we cannot guarantee that you will be able to modify or cancel it. If you need to modify an existing order, please contact us as soon as possible.
Is there a minimum order requirement?
There is no minimum order requirement. We accept orders both large and small.
Can I cancel my order?
If you wish to cancel your order, please contact us as soon as possible. However, if you are a registered member, you can visit your My Account page and view your pending orders. There, you may see a “Cancel Order” option. Whether or not this option is available largely depends on how much time has elapsed.
Will I receive any updates about my order?
As with other e-commerce companies, our primary form of communication is email. By default, we will send all order updates to the email address you provided at sign up or during the checkout process. Therefore, please be sure to provide us with an accurate, legitimate email address.
The site is saying my order is on hold…what’s up?
To ensure customer safety, all orders are run through automated security steps before they move on to the processing stage. Because of this, you may notice a slight lag on some orders before it goes to “processing” status. If we need additional information to ensure the order’s validity, we will contact you via email. Note that this is much less likely to occur if you’re a registered member who shops with us often.
Will my entire order come in one shipment, or several?
We will try very hard to ship your entire order in one package. However, in some instances, multiple packages are the only option. In this case, we will send tracking information for each package to the email address you provide at checkout. Additionally, if multiple packages are required, the total shipping fee will be charged only once, and only on the first package. If you would like to receive part of your shipment via expedited shipping and another part via regular shipping, we ask that you break them down into two separate purchases.
What currency are your products listed in?
All pricing is listed in U.S. dollars. However, if you are viewing a listing outside of the United States, our system will convert the price displayed to that of the local currency specified on your credit card statement. Note that the rate of exchange is locked in when your order ships, not when you place the order. Your credit card company may also charge a fee for converting the currency.
When I place an order with you, is my credit card information secure?
At Kitchen Restock, our top priority is to ensure the safety and privacy of your personal information. We take this responsibility very seriously. To that end, we employ top-notch security at every juncture of the order process. Our primary line of defense is SSL. SSL encrypts your personal data so that even if it is intercepted, it would be very difficult for unscrupulous individuals to use it. You can tell that SSL is working by the lock icon displayed in the URL field of your web browser while you use our checkout process.
What payment methods do you accept?
We accept all major credit cards. This includes Visa, American Express, Mastercard and Discover.
When will my card be charged?
Your card will be charged when your items ship. However, when you place the order, we request an authorization against the balance with your card issuer. A successful authorization indicates that the money is available and that the card is valid. These authorizations typically show as “pending” transactions on your card statement or online portal.
Do you accept PayPal?
We accept PayPal as a payment option. Note, however, that a major credit card is still required to complete the transaction. We do not accept any gift cards, account credits or store cards that may be associated with your PayPal account. To pay via PayPal, select this option at checkout. A PayPal window will then open, allowing you to select the credit card associated with your PayPal account.
Do you accept pre-paid credit cards?
Yes, we accept most pre-paid credit cards. However, in order for the transaction to go through, you must ensure that your registered billing address matches that of your pre-paid credit card. Also note that you may only use one card per order.
Can I pay over the phone or fax?
We do not process orders over the phone or via fax. We require all orders to be placed via our secure server.
How do I pay via check or ACH?
You can pay via check, ACH, money order or wire transfer by selecting “Alternative Payment” during the checkout process. At that point, our system will place your order on hold and will send you an email with further instructions. Within the email, you will find an invoice and instructions on how to pay. Once the payment has cleared, our system will release the order and it will proceed to the prepping and shipment phase. Note that personal checks are held for 5 business days. This is to allow them to clear. If you provide a certified check instead, no holding time is required. All other alternative payment options typically clear within 1 business day.
Do you accept purchase orders?
We do not. Because we update our prices in real time, we do not rely on quoted prices.
Can I apply for credit at checkout to see how much I’m approved for?
Yes. You can access an application provided by our credit partner by clicking "Apply today & save!" in the footer.
I’m being re-directed to another website…is this safe?
We strive to provide you with quality foodservice information. This means that occasionally, we will direct you to third-party websites. While we do our best to vet these other sites, we are not responsible for their privacy policies or content. Use these sites at your own discretion.
Do you share my personal information with anyone else?
We use third-party providers and partners to process lease applications and to handle shipping. To do so, we share only necessary information. These companies do not share or store the information we provide.
Do you collect information about me or my browsing habits while I’m using your site?
It says I need to have cookies enabled to use your site…what gives?
Can your products be customized?
Some of our products are indeed customizable. On the sales pages for these products, you will see a special banner indicating as much. You can also view a complete list of customizable products at any time by clicking here. Note, however, that these products typically come with minimum order requirements. Additionally, as you might expect, they have extended lead times. They may also have additional fees associated with them. You cannot return customized products.
Do you offer samples of select items?
We do not offer product samples. Our suggestion is to order the product you’re interested in the smallest package size available. However, on occasion, our manufacturing partners will send out samples to commercial customers. If interested, please contact our customer success team to send a request.
Do you sell used equipment?
Yes, we do offer used equipment on our main site. However, there will be a notice on the product condition if the unit is used. By default most equipment is new unless otherwise noted.
Do you offer warranties?
When you view an item that offers a warranty, that item’s sales page will feature a prominent “Warranty” seal. Clicking this will allow you to download the details of said warranty as a PDF. Note that warranties are provided and handled by the manufacturer. If you are using a product internationally, confirm that the warranty applies to you before purchasing.
What is an Equivalent Item?
These are items that are equivalent to the item you are viewing and that can serve as a replacement if need be. Equivalent items are provided for your convenience, but are not necessarily authorized or endorsed by the manufacturer of the original item. Any OEM names listed are registered trademarks of their respective owners.
What is a Special Order?
This indicates an item that is not normally stocked by our warehouses. We can sell this item, but they will be shipped to you directly from the manufacturer. In some cases, however, they may be sent to our warehouse first, and then shipped to you. Consequently, these items may have additional processing times associated with them. As a rule of thumb, expect between 1 and 2 additional days. You can identify these items by the ‘special order’ tag beneath the price. If you have a question about a particular Special Order item, please contact our Customer Solutions team.
I can’t find the item I want on your site…what should I do?
We strive to be the one-stop-shop in the kitchen supplies industry. If you can’t find the product you want, please let us know. We may be able to help you locate the item in a different store, and we may even add the item to our catalog. In fact, many of the newest products on our site are the result of customer suggestions. The fastest way to let us know about a product you would like to see in our store is to contact us via the Live Chat feature on our site. You can also send an email to suppo[email protected] to let our customer success team know about the item.
How can I get an exchange?
We are unable to exchange items. However, we can generate a return authorization to enable you to return items.
What is your return policy?
Most regularly stocked items can be returned within 30 days of purchase. The one exception is consumables. See below. Upon receipt of your returned item, you will receive a return credit. However, to earn this credit, the product must be unused and returned in its original packaging. We will issue the return credit to the payment method used at time of purchase after inspection of the returned product(s). If your original payment method was by check, wire or ACH, we will provide you with store credit or a check refund. We are unable to refund shipping charges, nor can we apply them to the return credit. Customers are responsible for the cost of return shipping, including any duties or other expenses related to international shipping. Additionally, a restocking fee will be deducted from the return credit. See below. Only our customer success team can process return requests for special Order products, or any products shipped directly from our manufacturers. Note that not all Special Order products can be returned.
Do you charge a restocking fee for returned items?
In order to cover the cost of processing returned items, we deduct a restocking fee from your return credit. This fee is 30% of the returned item’s cost for commercial locations. For residential locations, the fee is 35%.