Policies & FAQ

Shipping & Delivery

All shipments travel during normal business days, which do not include weekends, holidays, and other official days of rest. To estimate when your order will arrive, please use the chart below. This chart is provided for reference only and is not always reflective of true time frames. Please remember to take into account federal holidays, inclement weather, and other factors beyond our control that may affect the arrival of your order.

Ship Method
Order Processing Time*
+ Transit Time
  = Total Delivery Time
Next Day Air
1 business day
1 business day
2 business days from order date
 2nd Day Air
1 business day
2 business days
3 business days from order date
3rd Day Ground
1 business day
3 business days
4 business days from order date
Standard Ground
1 business day
1-8 business days
2-9 business days from order date
Free Shipping
1 business day
1-8 business days
3-10 business days from order date
All Special Orders
2-6 weeks
1-8 business days
3-8 weeks from order date

*Orders placed online and via phone are received into our system for initial processing the next business day.

Privacy & Security

Should you request a special order, enter in to a contest we may have or ask us to contact you when an item comes in stock, we may have to collect information in order to contact you which may include your name, address and/or phone number. In addition, if you pay for an item over the phone we may have to also collect financial information about your credit card including but not limited to the cvv number, billing address and zip code and expiration date. No matter what information we collect from you, Big Plate Restaurant Supply will remain the TEMPORARY sole owner of that information and we WILL NOT sell, share or rent this information to anyone else for any purpose. Any and all information we gather is used strictly to assist us in helping expedite purchases or in providing you information about products we carry that we feel you may have an interest in.  Should you decide to establish an account with us that means that you are authorizing your credit card information to be held for future use.

Returns & Replacements

Returns may be made within 21 days of the date of purchase. Returns must be in the original packaging and cannot exceed standard inventory quantities. Items cannot be used in any way even if they have only been washed. Just as you would not want to buy items that appear to be used, neither does anyone else. We strive to make sure that you are satisfied with any items and we will do our best to make you happy with any return.

Due to the expenses that we incur should you decide that you would return an item that CAN be returned, a restocking fee will be charged as our manufacturers charge us that fee along with a freight fee. Returned items must be in the original packaging and unused. Once we have shipped the item back to the manufacturer and they are satisfied as to the condition and we have been given credit on the item, THEN AND ONLY THEN will your refund be processed. The original amount of the purchase minus restocking fees and shipping will be given back to you in cash if you paid in cash or by check. Or your refund will be put back on the original credit card that you will have to provide to us to obtain the refund.

We encourage all customers to make sure that they are confident in their purchase of heavy equipment items as they are expensive and require extended shipping procedures to return therefore making it more expensive and complicated. Return of Heavy Equipment such as a range or oven requires a tremendous amount of work to make sure that the item is returned properly and MAY require additional prep procedures to insure safe return and MAY required additional costs to do so. ANY ITEM THAT HAS BEEN INSTALLED, PLUGGED IN OR TURNED ON MAY BE CONSIDERED USED AND CANNOT BE RETURNED.
Special Orders

If you order an item that we do not stock or order a quantity of an in stock item that is more than our normal stock inventory, we will consider that a SPECIAL ORDER.  Special Orders require payment in full.

We will try and establish an accurate time of delivery but due to the number of factors outside of our control we cannot be responsible for issues such as order processing time, shipping factors or other potential complications. In some cases special orders cannot be returned if the manufacturer does not allow it. If they do allow it a restocking fee and shipping charges will be applied as that is standard procedure for most manufacturers. See details on return information in the Return Policy statement.

Delivery

Should you receive a delivery from our delivery agent (UPS or FedEx or any freight line) please observe the following procedures:

1) At the time of arrival, count the number of packages and inspect the exterior of the packages for any hint of damage. If you suspect damage, do not sign the freight bill receipt prior to an internal inspection. Note shortages and all damage on the freight bill receipt. If shortages and/or damages are not reported at the time of delivery, Big Plate Restaurant Supply cannot be held responsible.

  • If pallet is damaged, cracked or broken or there are visible tears, puncture holes or foot prints, open package and inspect, especially beneath the item such as legs and under carriage where damage may occur, in order to avoid hidden or concealed damage.
  • Do not be rushed (driver will not leave until you sign). If the driver rushes you it is more likely your items may have damage.
  • If damage is EXTENSIVE, please refuse it and contact Big Plate Restaurant Supply immediately.
  • If damage is cosmetic and you choose to retain it, note it on the freight bill receipt, and contact the freight company to start the claim process. Then, contact Big Plate Restaurant Supply and notify us of the situation. We will do our best to assist you in that process.


2) Once you have received your items, unpack them immediately to ensure there is no hidden or concealed damage. If you find damage, do not discard any of the original packaging. Contact the freight company immediately and request an inspection within 5 days. Have your Freight Bill Receipt available with the tracking/pro number. If damage is discovered after driver has left – the customer is responsible for filing a claim and Big Plate Restaurant Supply will not be responsible for a refund or exchange of product.

Payment Methods

We accept the following forms of payment:

Visa, Mastercard, American Express, Discover, Debit cards

Leasing Options

Leasing offers many of our customers an opportunity to obtain the equipment they need without having to have all of the cash upfront. Leasing gives you the ability to pay over time, have the equipment necessary to run your operation and do it all while being able to use 100% of your lease payments as a tax deduction! Once you finish your payments the equipment is yours to keep. To fill out an application and see if you qualify just go to the link below.

Warranty Information

The warranty for most items has certain conditions that must be followed for the warranty to be valid. For instance on gas equipment and ice machines, most manufacturers require proof of installation was done by a licensed plumber or the warranty is void.

Some manufacturers require you to register the item with them for the warranty to be valid. Regardless of the requirements, PLEASE make sure that you take a few minutes and familiarize yourself with the requirements to make sure that there you have no problems should something happen.

With every piece of heavy equipment we provide a sheet that has the Model number, Serial number and phone number of the manufacturer and/or service company so that should service be needed the information is at your fingertips. If it is determined that you have not followed the manufacturer guidelines then you may be responsible for the cost of the service call. All warranties are from the manufacturer ONLY. Big Plate does not offer warranties.

Ideally, you will be able to receive prompt service to any issue you may have with your purchase through the manufacturer. However if after attempting to resolve your issue it is still not fixed, we want to be your advocate as much as possible. Please call us so that we may intervene on your behalf if they do not communicate with you. We will do our best to connect you to someone who can fix your problem. 

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