Frequently Asked Questions & Answers
Here are answers to some of the most frequently asked questions. If you need additional assistance Live Chat Online, give us a call (800) 235-3325 or email us (firstname.lastname@example.org) and we'll be happy to help you find what you need.
- I am having trouble logging into my account. What should I do?
- Why am I receiving an error after submitting my credit card information?
- Do you sell to the General Public? Do I need to be a member or business owner to shop at Restaurant Equippers?
- How quickly will my order be shipped?
- Can I order Online, and Pick-Up my order in the Store?
- What does it mean if an item is listed as "FREIGHT DELIVERY" Shipping?
- My business has Tax Exempt Status. How will this be reflected on my Orders?
- Can I pay by credit card?
- Can I pay by check or C.O.D.?
- Can I order products that are not shown on Equippers.com or in the Restaurant Equippers catalogs and flyers?
- Can I lease equipment from Restaurant Equippers?
- I am having trouble viewing the Manufacturer Spec Sheets. I click on the link or icon, but the file won't open up! What can I do?
I am having trouble logging into my account. What should I do?
Your username is the email address you gave us when setting up your account. Make sure you type in your full address (example: MyEmail@email.com). Check to make sure you are not already logged in by looking in the upper right of our logo banner. If you are logged in, it will say, "Welcome, Customer Name..."
If you have purchased from us over the phone or in our store, you will need to set up an account online to order from our website. If you have your account number, you may use your account number to create an online account. If you do not have your account number, you can create a new account online or call us for assistance.
If you have not logged into your account for a long time, it may be that you set up your account before we changed to using email addresses as usernames. In this case, if you can not remember the username you chose, please contact us so we can obtain it for you.
Click here to request a new password.
Why am I receiving an error after submitting my credit card information?
It could be that your billing address has not been added to the account and/or marked accordingly.
It could also be that the FedEx shipping software is experiencing problems. In this case, you may submit your order without payment and an equipment supply specialist will contact you with your shipping charges and to obtain your payment information.
It could also be that your CVV2 number from your credit card is incorrect. The Cardholder Verication Value, CVV2, is a three or four digit number used to help ensure that the cardholder has physical possession of the card while shopping online or by phone. This helps to prevent unauthorized or fraudulent use. Visa, MasterCard and Discover cards have the three-digit number printed on the signature panel on the back of the card immediately following the card account number. The back panel of most Visa/MasterCard cards contain the full 16-digit account number followed by the CVV/CVC code. Some banks, though, only show the last four digits of the account number followed by the code. American Express cards have a four-digit non-embossed code located on the front of the card. What does the code do? The CVV2 value protects the customer and helps validate the following:
- The customer has the card in his or her possession.
- The card account is legitimate.
- Prevents the use of your Credit Card Number without the matching CVV2 Code.
Do you sell to the General Public? Do I need to be a member or business owner to shop at Restaurant Equippers?
Our stores and our Website are open to the public and we do not require "membership." However, most of the large equipment we sell is for COMMERCIAL USE ONLY and cannot be used in a home environment because of zoning and safety regulations. If you are interested in one of these products and are not certain whether it's for Commercial Use or Non-Commercial Use, please call us (800-235-3325) to clarify.
How quickly will my order be shipped?
Due to our huge inventory, most orders are shipped from our distribution center in Ohio no later than the following business day after the order is received. If your call is received early enough in the day, we can often coordinate a same day shipment. However, all orders are subject to product availability and shipment according to our general shipping policies and procedures. Depending upon your location and delivery requirements, our specialists can help you coordinate the most economical option for expediting delivery. However, Restaurant Equippers cannot guarantee a Carrier's delivery time.
Can I order Online, and Pick-up my order in the Store?
If you are located near our Columbus, Ohio; Detroit, Michigan; and Pennsauken, New Jersey Warehouse Stores, you may wish to save shipping costs by picking up your order directly, rather than having it shipped to you. Thousands of food service operators come to our stores with trucks or trailers and transport their purchases back to their place of business.
Orders that you choose to pick up at one of our locations will be available for pick up 2 hours after the order is placed, provided all items are in-stock and both order and payment are received before 3:00pm (EST) Monday thru Friday. If your order is placed after 3:00pm (EST) Monday thru Thursday, it will be ready for pick up after 10:00am (EST) the following day. If it is placed after 3:00pm (EST) on Friday or anytime on Saturday or Sunday, it will be available for pick up after 10:00am (EST) Monday. Please provide your name and phone number to reach you if there are questions or concerns regarding your order. You will be asked to provide your credit card and ID when you pick up your order. Please note; not all items are available at all stores. Our store hours are M-F 8:00am-5:00pm (EST), Saturday 8:00am-12:00pm (EST). We are closed on Sunday.
Please call our Nationwide Order Office (800-235-3325) for assistance or to answer questions regarding Warehouse Store Pick-Up.
What does it mean if an item is listed as "FREIGHT DELIVERY" Shipping?
If one or more of the items in your cart indicates "Freight Delivery", the order must be shipped via Freight/Common Carrier rather than Standard Shipping/FedEx, due to its size or weight. Freight charges are automatically calculated for your order using our Distribution Center in Ohio as the point of origin, and the price is quoted at the time of your checkout. The given shipping amount is a result of our system calculating and shopping for the lowest possible shipping price from our selection of discounted freight carriers. Our shipping charges are calculated to pay only for our actual discounted carrier shipping costs, and are not increased to create hidden shipping profits. We do not charge "handling fees". Shipping costs do include a lift gate and delivery notification.
To save you money, YOUR ENTIRE ORDER WILL SHIP TOGETHER.
My business has Tax Exempt Status. How will this be reflected on my Orders?
Restaurant Equippers collects sales tax only for deliveries made in the states of Ohio, Michigan, and New Jersey. If you are exempt for orders being shipped or delivered within those states, Restaurant Equippers will mark your online account as tax exempt for shipments within Ohio, Michigan and/or New Jersey once we have received your Exemption Certificate (Download links below). If you are an existing customer who already has exempt status with Restaurant Equippers and you are placing your order online for the first time, you will need to create your online account first. In addition, when you place your first order, type "Tax Exempt" into the Comments box during Checkout and then we'll know to look for your Certificate in order to mark your new account as Tax Exempt and automatically have your Exempt Status reflected on your future Website orders. Your first order online may show tax during Checkout, and we can remove that once the order is in our system and we verify your new or existing Exemption Certificate. If, for any reason, you are charged sales tax when you should be exempt, please contact us immediately (800-235-3325) and we can reverse those charges once we confirm your Exempt Status in our system.
Can I pay by credit card?
Yes, we accept VISA, MASTER CARD, AMERICAN EXPRESS, and DISCOVER cards. In addition, we accept PayPal for online orders only.
Can I pay by check or C.O.D.?
Online orders must be paid for using a credit card. We can arrange for check and C.O.D. payments in our store and over the phone with our Nationwide Order Office. 800-235-3325
Can I order products that are not shown on Equippers.com or in the Restaurant Equippers catalogs and flyers?
Restaurant Equippers has relationships with many of the best food service equipment and supply manufacturers in the industry, and we can often obtain products which are not featured on our Website, Catalog, or in our Stores. Such items are considered Special Orders and require personal assistance from our Special Order Department. They will identify your specific requirements, confirm availability, and coordinate your purchase and shipment from the manufacturer. Special Orders must be paid for at the time of placing your order and if shipped directly to you from the manufacturer, may have shipping charges different than those for a similar item carried and shipped to you from our distribution center. Contact us (800-235-3325) for help with Special Orders.
Can I lease equipment from Restaurant Equippers?
We do not offer leasing options directly through Restaurant Equippers. However, we do work with a number of leasing and financing companies that may meet your needs. Please check out our Leasing & Financing options page for more details.
I am having trouble viewing the Manufacturer Spec Sheets. I click on the link or icon, but the file won't open up! What can I do?
The Manufacturer Spec sheets are PDF files that open in a new Browser window. If the links are not working, you should check to make sure you have DISABLED YOUR POP-UP BLOCKER while on our Website. PDF files can be viewed with Adobe Acrobat Reader. For best results, we recommend upgrading to the latest version of Adobe Reader. You can download a FREE installation at: http://get.adobe.com/reader/