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LTL Freight Delivery Policy

Because many of our wholesale restaurant supplies and packaging are heavy and bulky (e.g., pallets of takeout containers, heavy equipment), they must be shipped via LTL (Less Than Truckload) Freight rather than standard parcel carriers like UPS or FedEx.

LTL freight delivery works differently than standard residential packages. Please read the following requirements carefully to avoid additional fees or delayed shipments.

Delivery Requirements & Add-ons

• Commercial vs. Residential: Freight carriers classify addresses. Deliveries to residential neighborhoods, home-based businesses, or locations with limited truck access (narrow streets, gated areas) incur a Residential Delivery Fee.
• Loading Dock or Forklift: Standard freight delivery assumes your facility has a raised loading dock or a forklift to unload pallets from the back of a 53-foot trailer.
• Liftgate Service: If you do not have a loading dock or forklift, you must request a Liftgate. A liftgate is a motorized platform on the back of the truck that lowers your pallet to street level. If you need a liftgate but do not select it at checkout, the driver may refuse delivery, and re-delivery fees will apply.
• Inside Delivery: Standard LTL delivery is "Curbside" or "Tailgate" only. The driver will not bring pallets inside your building, unpack them, or remove debris.

Damages & Shortages (Read Before Signing)

Once a shipment leaves our facility, it becomes the responsibility of the freight carrier. However, we are here to advocate for you if damages occur. To protect yourself and ensure a successful claim, you must follow these steps before signing the Bill of Lading (BOL) or Delivery Receipt.

Inspection Checklist:

1. Count the pieces: Verify that the number of pallets, boxes, or bundles matches the quantity listed on the delivery receipt.
2. Inspect the exterior: Look for crushed corners, torn shrink wrap, broken pallets, or footprints on boxes.
3. Note exceptions explicitly: If you see any damage or missing items, write it clearly on the driver's copy of the receipt (e.g., "Shrink wrap torn, 2 boxes of SKU 12345 crushed").
4. Sign "Subject to Inspection": Even if the exterior looks fine, if you don't have time to unpack it immediately, write "Received Subject to Hidden Damage Inspection" next to your signature.
5. Take photos: Take clear photos of the damaged boxes and the pallet before unpacking.

Report any damages or shortages to our Customer Support team within 48 hours of delivery along with your photos and a copy of the noted delivery receipt.

Returns & Exchanges

We stand behind the quality of our products. If you are not satisfied with your purchase, you may request a return within 30 days of delivery.

Return Conditions

• Items must be unused, unwashed, and in their original packaging.
• Due to health and safety regulations, we cannot accept returns on opened food packaging, consumables, or customized/branded products unless there is a manufacturing defect.

Restocking Fees & Return Shipping

Because B2B wholesale orders involve significant logistics costs, non-defective returns are subject to a 20% Restocking Fee. The customer is responsible for arranging and paying for return freight shipping back to our warehouse.

To initiate a return, please contact support to receive a Return Merchandise Authorization (RMA) number. Returns without an RMA will be rejected at the dock.

Frequently Asked Questions