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Conditions of use

Conditions Of Use

Orders

Availability

Occasionally we will temporarily run out of stock of an item due to high demand. If this is ever the case for an item you ordered, we will send you an out-of-stock e-mail within 24 business hours. If you have a time-constraint on your order please respond to the e-mail and our Order Support team will work on a solution for you! You can also feel free to contact a Customer Solutions Specialist to check stock on the items you’re purchasing before your order is placed to ensure availability.

Canceling/Modifying an Order

Please contact us immediately if you would like to cancel an order! If an order is already processing in our warehouse and being packed to ship, we cannot guarantee that the order can be canceled. In order to maintain accuracy and efficiency in our order process, we are unable to alter any orders after they have been placed. If you would like to add to or modify your order in any way, please contact a Customer Solutions Specialist to cancel the order so you can reorder exactly what you need!

Our warehouse works on the weekends to package orders up so they are ready for shipment on Monday morning. Although we do not ship on the weekends, if an order is packaged to ship over a weekend and billed out, the order is not able to be canceled.

If we cannot cancel an order because it has already shipped from our warehouse, please see our returns procedures.

Payment Methods

Charges and Authorizations

Charges are only billed to your credit card once your items ship from our warehouse. When you place an order on our site, an authorization is placed on your funds in the amount of your order. An authorization is a communication from your bank to our payment system letting us know your card is valid and the required funds are available. On your bank statement these authorizations may show as “pending”, but please keep in mind they are not charges. They are only authorization requests and will only result in a charge when your items ship.

Check Payments

We accept check payments for orders totaling over $1000 (excluding shipping). Please note: once we receive the check there will be a 10 business day waiting period prior to processing your order as your check clears. To expedite the waiting period, you may send a certified check for payment. We can begin processing your order as soon as a certified check is received. If you are interested in paying by check, please email payments@mamassupply.com or call and one of our Customer Solutions Specialists will be happy to assist you.

Credit Card (Preferred Method)

We ask that all orders be placed online via credit card payment. From the shopping cart, you have the option to check out using our secure server, PayPal or Google Checkout. We accept all major credit cards including MasterCard, Visa, American Express and Discover.

Currency

All of our pricing is listed in US funds. When ordering outside of the United States, the funds are converted to the local currency of the ordering country on your credit card statement. Since we only charge items as they are shipped, the rate of exchange is locked in at the time your order is shipped, and not when the order is placed. Credit card companies may charge a currency conversion fee. Please contact your bank for further details.

Purchase Orders

Unfortunately, we are unable to accept Purchase Orders. All orders must be placed online and paid for in full at the time of purchase. Our preferred method of payment is via credit card through our secure server, but if your order is over $1000 (excluding shipping) you may pay by check or wire transfer.

Wire Transfers

We accept payments by wire transfer for orders totaling over $1000 (excluding shipping). For more information, please email us at payments@mamassupply.com and one of our Customer Solutions Specialists will be happy to assist you!
Products

Color Policy

Our Images Department makes every effort to portray the color of an item as accurately as possible on our site. However, the color of an item may appear differently according to the settings on your monitor. Unfortunately we cannot guarantee the accuracy of the color displayed on your monitor.
Image Policy

We strive to provide the most accurate images of our products as possible. However, despite our best efforts, some product images prove difficult or impossible to obtain. In these cases, we will use the closest representative image we can find for the product. These representative, illustrative images may show optional accessories or features, or may be an image of a similar product.

Therefore, we recommend that you carefully read the product description and other related product literature such as Specification Sheets, MSDS Sheets, etc., before placing your order. If you have any questions or concerns about a product even after reading the description and product literature, please contact us.

Returns Policy


Returns for Commercial Shipping Addresses

All regularly stocked items may be returned to us if the item has not been used and can be put back in the original packaging. In order for returns to be accepted, your items must be returned within 1 year from receipt of your order. Please contact a Customer Solutions Specialist before returning an item back to us! We will create a return authorization for you and send you an e-mail with instructions on how to complete the return. Upon receipt and inspection of returned product(s), your credit card will be credited for the amount paid for the item(s) minus the 20% restocking fee.

Special Order items, equipment, or items shipped directly from the manufacturer may be returned if unused, based on that manufacturer's return policy. Returns of defective or DOA items are also handled based on the manufacturer’s return/warranty policy. Since manufacturers’ return policies and restocking fees vary, please contact a Customer Solutions Specialist as soon as possible if you wish to return an item so we can get the return set-up for you with the manufacturer.

The return shipping fee is the customer’s responsibility. For international returns, you will be responsible for the brokerage fees that may be applied. These fees may be applied after the return has been completed.

Why do we charge restocking fees? The reason is simple: to keep prices as low as possible for you! When an item is returned, there are a lot of costs associated with processing the return. Companies that do not charge restocking fees simply pass the costs of their Returns Department onto their customers through higher prices. Instead of raising our prices and charging every customer for frivolous returns costs, we only charge a restocking fee for items that are returned to us. The industry standard for restocking fees is 30%, but we lower this to 20% for our commercial customers! .


Returns for Residential Shipping Addresses

All regularly stocked items may be returned to us if the item has not been used and can be put back in the original packaging. In order for returns to be accepted, your items must be returned within 1 year from receipt of your order. Please contact a Customer Solutions Specialist before returning an item back to us! We will create a return authorization for you and send you an e-mail with instructions on how to complete the return. Upon receipt and inspection of returned product(s), your credit card will be credited for the amount paid for the item(s) minus the 30% restocking fee.

Equipment and Special Order items cannot be returned.

The return shipping fee is the customer’s responsibility. For international returns, you will be responsible for the brokerage fees that may be applied. These fees may be applied after the return has been completed.

Why do we charge restocking fees? The reason is simple: to keep prices as low as possible for you! When an item is returned, there are a lot of costs associated with processing the return. Companies that do not charge restocking fees simply pass the costs of their Returns Department onto their customers through higher prices. Instead of raising our prices and charging every customer for frivolous returns costs, we only charge a restocking fee for items that are returned to us! Returns for Special Order items is reduced to 30 days.
Shipping Policy
Damaged/Missing Items - Common Carrier

If any item or packaging is damaged or missing, or if you have any doubt about possible damage, you MUST do the following:

Note it clearly on the bill of lading before signing it
Keep your copy of the bill of lading
Contact us within 1 business day


Our warehouse gives great attention to packaging every order for shipment. Unfortunately damage does occur occasionally during transit and we must go to the carrier company to receive reimbursement for these damages. By signing the delivery receipt you are taking responsibility and ownership for the shipment in the condition noted. If part or all of your shipment is damaged and you did not note this in any way on the bill of lading, we CANNOT guarantee any compensation for damages.
Damaged/Missing items – FedEx/UPS/USPS

Great care is taken when packing your order, but on rare occasions damage may occur or an item may have been missed. If any part of your order is missing or damaged, please contact us within 5 business days of receiving your order so we can find a solution for you!
Delivery Appointments

Most Common Carriers require a delivery appointment for residential deliveries. Common Carriers will not schedule delivery appointments for commercial deliveries unless the Call Before Delivery option is selected during checkout. If a delivery appointment is made and the carrier attempts delivery at the scheduled time but no one is available to receive the delivery, an additional delivery fee will be charged to the customer.

Unfortunately delivery appointments cannot be made for FedEx ground deliveries, but we will send you a shipping confirmation e-mail with tracking information once your order ships so you can monitor the progress of your shipment online.
Delivery Time

We’re dedicated to getting your order to you as fast as possible, so our warehouse strives to have orders processed and ready to ship within 1-2 business days (Monday through Friday, 8:00 a.m. to 4:30 p.m., EST). Most products ship out of our Pennsylvania warehouse. However, some items will be shipped directly from the manufacturer, in which case the delivery times may vary. Common carrier deliveries range from 1 to 10 days for delivery, depending on your proximity to the shipping origin. FedEx ground shipping can take anywhere from one to seven days. All delivery times are estimates.

For additional shipping charges, FedEx 2nd Day Air guarantees delivery of your order by the end of the second business day from when the order was picked up from our warehouse by FedEx. FedEx Next Day Air guarantees delivery of your order by the end of the next business day after your order was picked up from our warehouse by FedEx. Expedited shipping is not an option for common carrier shipments.

FedEx 2nd Day Air & Next Day Air orders received after 2:00 p.m. Eastern Standard Time will be processed on the following business day.
Destinations

Currently, we will ship to anywhere in the United States as well as Guam, Puerto Rico, and Virgin Islands. Unfortunately we are unable to ship to PO or APO/FPO boxes at this time. If a shipping carrier deems your address inaccessible for delivery, they will make final delivery at the closest shipping terminal or return the shipment to us. If you are concerned about delivery to your address, please contact us before placing your order!


Errors in Shipment

Great care is taken when packing your order, but on rare occasions errors may occur. If there is an error with any part of your shipment, please contact us within 5 business days of receiving your order so we can find a solution for you!
Methods & Charges

The Mama’s Restaurant Store ships the majority of its products via FedEx, however, for certain large and heavy items, a common carrier freight service is used. Common carrier items are noted in your shopping cart with an asterisk.

Shipping charges for common carrier and FedEx items are calculated by factoring in the weight, dimensions, and shipping distance. Our shipping calculator is linked live with FedEx so we charge FedEx list rates to ship the items to your location.

The Mama’s Restaurant Store strives to offer you the best price that we can. Some online retailers may offer "free" shipping but upon closer scrutiny, most customers find that our price is still one of the best out there even when shipping charges are added in! Some of our items do ship for free, and are denoted as such on our site. In this case, we're simply passing along savings from the manufacturer to you!

The vast majority of our products can be shipped via FedEx to a residential address. Bear in mind that FedEx charges more to ship to a residential address versus a commercial address. This difference is usually several dollars, but varies by region, and will be reflected in your shipping charges.


Special Order Items

In order to maximize the products we’re able to offer to you, some items on our website are not normally 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 from the manufacturer and then shipped to you.

These items are marked "Special Order". Please understand that Special Order items may not be able to ship within 1-2 business days like our regularly stocked items. As a result, we encourage you to contact a Customer Solutions Specialist if you have questions about the delivery time of a Special Order item you wish to order!
Split Shipments

To save you the hassle of dealing with multiple shipments, we will make every attempt to ship your order in one shipment. If multiple shipments of your order are required, the full amount of the shipping costs will be charged in the first shipment. If you want part of your order sent expedited and the other part sent using standard Ground, please place two separate orders.

 

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