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Shipping & Returns

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 Special Order items is reduced to 30 days.

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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