SHIPPING POLICY

Free Shipping Policy

Enjoy free standard shipping on all orders that meet the following criteria:

• Order total is $99 or more before taxes and discounts.
• Order weight is under 30 lbs.

Exclusions

• Expedited shipping options are not eligible for free shipping.
• Our Free Shipping offer excludes certain locations in Canada, including but not limited to: Yukon, Northwest Territories, Nunavut, Northern Quebec, islands, and other destinations requiring ocean or air freight services. It also excludes areas classified as "remote" by Canada Post, Fedex, Purolator, or UPS.

Additional Details

• Free shipping will be applied automatically at checkout for qualifying orders.
• This policy is subject to change without notice.
• For any questions regarding shipping, please contact our customer service.

Delivery Time:

We process orders during regular business hours (Monday to Friday, 8:30 AM - 5:00 PM Eastern Standard Time). While we strive to ship your order promptly, occasional delays beyond our control may occur. Items marked as "available" may need to be ordered from the manufacturer, potentially causing additional delays; items listed as "in stock" typically ship the next business day.

Damaged, Lost, or Short Shipments Policy

We strive to ensure that your order arrives in perfect condition and on time. However, we understand that issues such as damage, loss, or short shipments may occur despite our best efforts. Please review the following policies and procedures:

Damaged Shipments:

If your order arrives visibly damaged, please follow these steps:

1. Immediate Inspection: Inspect the package(s) upon delivery. If there is significant damage to the outer packaging, please refuse the shipment or make a note of the damage with the carrier upon receipt.
2. Contact Us: Contact our customer service team immediately to report the damage. Provide your order number, details of the damage, and any relevant photos if possible.
3. Resolution: We will work with you to resolve the issue promptly, which may include sending a replacement item(s) or issuing a refund.

Lost Shipments:

If your order is lost in transit (as confirmed by the carrier), please follow these steps:

1. Tracking Information: Check the tracking information provided with your order to confirm the status of the shipment.
2. Contact Us: If the tracking indicates that the shipment is lost or has not been delivered within a reasonable timeframe, please contact our customer service team.
3. Resolution: We will initiate an investigation with the carrier to locate your package. Depending on the outcome of the investigation, we may send a replacement order or issue a refund.

Short Shipments:

If your order is missing items or received incomplete, please follow these steps:

1. Check Contents: Verify the contents of your package against the packing slip included with your order.
2. Contact Us: If items are missing or the order is incomplete, please contact our customer service team immediately.
3. Resolution: We will review your order and work to resolve the issue promptly by sending any missing items or issuing a refund for the items not received.

Additional Information:

• Please report any issues regarding damaged, lost, or short shipments within 1 business days of delivery to ensure prompt resolution.
• Retain all packaging materials and documentation until the issue is resolved, as they may be required for the claims process with the carrier.

Multiple Package Shipments:

• While our goal is to ship orders complete, some orders may be split into two or more packages or shipments.
• If you prefer a partial shipment and it meets the criteria, please contact us to discuss any associated costs.

P.O. Box Shipments:

Please note that only Canada Post can deliver to P.O. Boxes, subject to parcel size and weight restrictions. A signature is required upon delivery for your protection.

Freight Bound Shipments:

Items too large for standard shipping rates will be sent via freight carrier. We have negotiated discounted rates with various Canadian carriers for door-to-door (curbside delivery) service. You will always be informed of freight charges before your order is processed for your approval.

Delivery Address Accuracy:

To ensure prompt delivery, provide a complete street address with postal code. We are not liable for delays, losses, or misdirection due to inaccurate address information. Additional shipping charges resulting from incorrect or incomplete addresses are the responsibility of the customer.

In rare cases where excessive freight charges are levied, we reserve the right to exempt the shipment from free shipping. You will be notified of any additional freight charges before shipping, allowing you to approve or cancel your order.

Commercial Equipment Shipments Shipping Policy

We provide three types of delivery services for commercial equipment shipments:

1. Dock to Dock Delivery:
   • Description: This service is designed for locations equipped with a commercial loading dock.
   • Recipient Responsibility: The recipient is responsible for unloading the shipment from the carrier's vehicle at the designated dock.
   • Ideal For: Businesses or facilities with a proper loading dock and equipment to safely unload shipments.
2. Curb Side Drop Off:
   • Description: Suitable for locations without a loading dock but with ample space to accommodate a large transport truck.
   • Recipient Responsibility: The item will be delivered to the curb or nearest accessible point outside the recipient's location.
   • Ideal For: Locations where there is space available for a truck to park and offload the equipment safely.
3. White Glove or Set in Place Delivery:
   • Description: This premium service includes delivery, setup, and removal of packaging materials.
   • Recipient Involvement: Minimal recipient involvement; the delivery team sets up the equipment in the desired location and removes all packaging.
   • How to Select: To opt for this service, please contact us directly at orders@thechefsupply.com or call 905-523-5250.
   • Ideal For: Customers needing assistance with placing heavy or complex equipment and ensuring it is properly set up and ready for use.

Additional Information:

• Cost: Prices for each delivery option may vary based on the service level and location.
• Booking: It is recommended to specify your preferred delivery option at the time of purchase to ensure smooth logistics.
• Contact: For inquiries or to select the White Glove or Set in Place Delivery option, please reach out to us directly.

* Commercial items shipped to residential addresses must select residential service and tailgate option if no loading dock is available.

For inquiries about remote locations or assistance, contact us at 905 523 5250 or at orders@thechefsupply.com.

Christmas Delivery Dates:

To ensure Christmas delivery, please allow adequate delivery time during the holiday season.