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Free Shipping on All Compass Cooking & Refrigeration Equipment!
Free Shipping on All Compass Cooking & Refrigeration Equipment!

Shipping Policy

Shipping Locations:

cityfoodequipment.com only ships items to the 48 contiguous states of the U.S. For shipment inquiries outside the U.S. 48 contiguous states, please contact our Customer Service at sales@cityfoodequipment.com.

Delivery Times

We are committed to delivering your order as quickly as possible. Our warehouse processes orders within 1-2 business days (Monday through Friday, 8:00 a.m. to 4:30 p.m. CST). Please note that we do not ship orders over the weekends. For orders placed on weekends, please allow up to 2 additional days for delivery. Our warehouse is closed on the following holidays: Christmas, New Year's Day, Memorial Day, Independence Day, Labor Day, and Thanksgiving. Shipping companies may observe additional holidays, which could impact delivery times.

All standard ground delivery times and common carrier shipments are estimates and are not guaranteed. While most products ship from the Chicago area, some items may be shipped directly from the manufacturer, which could result in varying delivery times. Common carrier deliveries typically range from 1 to 10 days, depending on your proximity to the shipping origin. UPS ground shipping can take anywhere from 1 to 7 business days. Please keep in mind that all delivery times are estimates.

Equipment Installation

To ensure a smooth installation of your new equipment, we recommend consulting with your local electrician and/or power company. Please note that equipment requiring a 3-phase power source may not come with an electrical plug. This is because there are various styles of plugs available. For proper installation, please consult your local electrician.

Shipping Errors

We take great care in packing your order, but on rare occasions, errors may occur. If you encounter any issues with your shipment, please contact our Customer Service at sales@cityfoodequipment.com within 2 business days of receiving your order, and we will promptly work to resolve the issue for you.

Methods & Charges

City Food Equipment ships small packages via UPS and larger equipment through various common carrier freight companies, depending on the equipment type and shipping location. Our website calculates live shipping rates for both UPS small packages and common carrier freight by considering factors such as weight, dimensions, and shipping distance.

Please note that both UPS and common carriers charge higher rates for delivery to residential addresses compared to commercial addresses. This difference typically amounts to several dollars but can vary by region and is reflected in your shipping charges.

Special Order and Drop Ship Items

To offer you the widest selection of products, some items on our website are not regularly 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 before being shipped to you.

Please note that we may not always be able to cancel special order items once an order has been placed. If you have any questions about ordering an item, please contact our Customer Service team at sales@cityfoodequipment.com.

Freight (LTL) Shipments - Damaged/Missing Items

If any item or packaging is damaged or missing, or if you have any concerns about possible shipment damage, you MUST take the following steps:

  1. Clearly note any issues on the shipper’s Proof of Delivery (POD) receipt before signing it.
  2. Retain your copy of the shipper’s Proof of Delivery (POD) receipt.
  3. Contact us within 1 business day of receiving your shipment at sales@cityfoodequipment.com.
  4. Keep the damaged packing materials for inspection.
  5. Take pictures of the damaged items and packaging.

It is crucial that you thoroughly inspect the shipment before signing off on the Proof of Delivery (POD) receipt. You must verify that the shipment is intended for you, that the entire shipment has arrived, and that it was delivered undamaged. If you sign the Proof of Delivery (POD) receipt and discover damage later, it will be challenging to prove that the damage occurred during transit.

While our warehouse takes great care in packaging every order, damage can occasionally occur during transit. To receive reimbursement for these damages, we must file a claim with the carrier company. By signing the Proof of Delivery receipt, you are accepting responsibility and ownership of the shipment in the condition noted. If any part of the shipment is damaged and you did not note this on the Proof of Delivery (POD) receipt, City Food Equipment CANNOT guarantee any compensation for the damages.

Tips for Receiving and Inspecting Cargo

When your cargo arrives, follow these steps before signing the Proof of Delivery (POD) receipt:

  1. Document the Arrival: Begin by photographing and recording video of the freight as soon as it arrives on your premises. This evidence can be crucial in a liability dispute over a damaged claim. Additionally, consider asking the shipper to photograph the goods before shipment for added protection.

  2. Inspect Cargo with the Driver: Conduct the inspection alongside the truck driver to ensure they are aware of any issues you note.

  3. Thoroughly Examine the Cargo: Inspect each item for visible damage, carefully reviewing the packaging, shrink wrap, pallets, and any warning tape. Look for tears, holes, stains, or other damage, and ensure that packages have not been opened and resealed.

  4. Address Damaged Freight: If you notice any visible damage, photograph it and make a detailed note on the POD. Even minor wear and tear should be noted for your protection. If there is significant damage, point it out to the driver, then, with the driver as a witness, open the package to check for internal damage. Document any further damage on the POD.

  5. Obtain Driver Confirmation: After inspecting the entire shipment and documenting any issues, ask the driver to sign or initial next to your notes about the damaged items.

  6. Check for Courier Notification: If the POD includes a note indicating improper packing, liability may shift from the carrier to the shipper.

  7. Accept the Cargo: Even if the goods are damaged, do not refuse the delivery. Instead, note the damages on the POD and accept the cargo.

  8. File a Damage Claim Promptly: You typically have 7 days to file a damage claim with the freight carrier. It’s important to file the claim as soon as possible within this window. Include details about the damaged items, the shipment number, the estimated cost of the damage, and contact our Customer Service at sales@cityfoodequipment.com to report the issue.

    Small Package Shipments (UPS) - Damaged/Missing Items

    Great care is taken when packing your order, but on rare occasions, damage may occur, or an item may be missing. If any part of your order is damaged or missing, please contact our Customer Service at sales@cityfoodequipment.com within 5 business days of receiving your order so we can resolve the issue.

    Loss: If your package has not arrived within 24 hours of UPS’s expected delivery date and time, you may file a claim. Before doing so, please check all possible delivery locations around your property, such as exterior doors, the porch, back patio, garage, and any areas protected from weather. If the package is still missing, contact our Customer Service at sales@cityfoodequipment.com to initiate a claim.

    Damage: If your items arrive damaged, please contact our Customer Service at sales@cityfoodequipment.com to start a claim.

    Missing Items: If any items are missing from your order, please contact our Customer Service at sales@cityfoodequipment.com to review your order.

      Contact Customer Service at sales@cityfoodequipment.com if you have any questions concerning ordering or shipping an item.

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