Policies & FAQ

Polices

In order to provide our customers with the most up to date information regarding products and orders, our primary form of communication is via email. All order confirmations, estimated ship dates, and shipment tracking information will be sent to the email address used when the order was placed. For this reason, please be sure to use a valid email address when placing your order. If you have questions that need to be directed to our Consultant Team, you are welcome to contact us via email, chat or phone.
ERISequip.com is committed to your privacy. We DO NOT share any customer information with third parties. However, in order to comply with local, state, and federal laws, information may be shared with law enforcement officials to protect ERISequip.com and its customers. Any information gathered by ERISequip.com is used solely to create a better shopping experience for our customers.
If you have a problem or question please fill out our Contact Form. We will reply within 24 business hours. You may also contact us during our normal hours of operation. Monday - Friday 9 a.m. – 5 p.m. EST. Toll-Free #1-844-265-1902.

Shipping & Tracking

Items which exceed UPS's weight and size limitations must be shipped via a commercial 'over the road' freight carrier. These freight carriers normally use a semi-truck to deliver to businesses with loading docks and will offer the cheapest rates for this kind of delivery. Please note that freight shipments DO NOT include unloading, uncrating, or inside delivery. Expect additional fees for 'residential delivery' and 'lift-gate delivery' (if you do not have a receiving dock or cannot unload the shipment).

  • Do I need a Delivery Appointment?
  • What is a lift-gate?
  • Do I need lift-gate delivery?
  • What is Residential Delivery?
Note: Additional charges will be incurred for such deliveries.

Do I need a Delivery Appointment?

You would need a delivery appointment if you require that the freight carrier contact you at least 24 hours in advance to schedule a time to deliver your freight shipment. An appointment charge will be assessed for this service.

What is a lift-gate?

A lift-gate is a device used to raise and lower large or heavy items from ground level to the level of a tractor trailer or semi-truck. Freight carriers deliver items on a tractor trailer or semi-truck which approx. 56 inches above the ground. These freight carriers are designed to load and unload at a loading dock or with a fork-lift. If your delivery location does not have a loading dock or fork-lift and the item is too heavy to remove from the trailer by hand, then you will need a lift-gate. Some trucks come with a lift gate others do not. You can opt in for this service during checkout. See our Freight FAQ page for more information.

Do I need lift-gate delivery?

If your delivery location has a loading dock or a fork-lift you do not need a lift-gate. If the individual items in your shipment are light enough for you to remove them from the truck manually then you do not need a lift-gate. If none of these options work, then you will need a lift-gate delivery.

What is a Residential Delivery?

Residential delivery is a term used by freight carriers to describe delivery to any address which is not zoned as commercial real estate. Usually this is a home but it could be a church, farm, community center, etc. Businesses run from a home are still considered residential.

Residential deliveries require more labor on the part of the carrier because typically the deliveries take the truck driver out of their normal route to do one delivery. Residential deliveries also tend to require carriers to schedule delivery appointments. For these reasons, residential deliveries usually incur additional charges.

ERISequip.com offers free shipping on a wide variety of restaurant equipment and supplies. Keep an eye out for the "FREE SHIPPING!" icon as you browse our website, these selected items will ship free of charge. Please note that our "FREE SHIPPING!" guarantee only applies to orders being shipped to commercial addresses within the contiguous United States. Customers with a residential address within the contiguous United States will be charged a reduced rate for these items.
  • How does insurance work with freight shipments?
  • What should I do if my shipment has been lost?
  • What should I look for when inspecting my shipments?
  • What if my freight shipment is damaged/short-shipped?
  • What if my ground shipment is damaged/short-shipped?

How does insurance work with freight shipments?

Every freight shipment is insured BUT in order to collect the insurance on damaged goods the receiver must inspect the shipment BEFORE signing for it! Legally, when ERISequip.com or its manufacturers sign the shipment over to the freight carrier, the freight carrier owns it. When you receive the item and sign for it, then you own it. Therefore it is imperative that you carefully inspect your shipment for damage PRIOR to signing. If there is any damage at all you must note the damage on the freight bill/delivery receipt. This is the only way you will be compensated for any damages by the freight carrier.

What should I do if my shipment has been lost?

There are rare occasions when carriers have lost a shipment. In these situations, it’s our priority to locate your shipment and we will work closely with the carrier to do so.

For ground shipments (UPS), a tracker will be started with the carrier that was delivering your shipment, and will take up to 9 business days to complete. If there is no movement on the tracking, the manufacturer’s dock and carrier terminals that your package went through will be checked. If your shipment is delivered but you do not have the package, the driver that delivered the package will be asked to confirm where it was delivered to.

For freight carrier shipments that are lost in transit, we will initiate a dock check with the freight company and all terminals the shipment moved through. Locating lost freight with carrier usually takes 5-7 business days to complete, or more. We make it our priority to keep you updated as to the status of the trace or dock check while it is completed. If your shipment is found, we will continue the delivery to your location. If it is deemed lost, we will work with you to provide a satisfactory resolution.

What should I look for when inspecting my shipment?

About 5% of freight shipments arrive damaged, so be sure to inspect your items when they arrive. Open cartons to look for visible damages, check for holes, water, stains, and tears. Pick up cartons if you can and check for rattling. Listen for something that may sound broken inside. Check to see if any packages have been opened or if the sealing tape has been tampered with. Short-shipped is when you have not received the correct quantity of an item, or are missing an item from your order, so make sure to verify the number of items you are receiving matches what appears on the freight bill/delivery receipt. The driver may be impatient but that beats having to settle for damaged merchandise. Unlike UPS, if you sign your freight bill, free of any claims, then you will have little recourse if you discover damages later on.

What if my freight shipment is damaged/short-shipped?

It is the customer's responsibility to check cartons for signs of damage or shortage upon delivery. The customer should inspect the contents, count packaging, and note any shortages or damages on the delivery receipt before signing. It is the customer's right to refuse any shipment that shows obvious signs of damage at the time of delivery. If you have been short-shipped or have refused shipment for any reason please notify customer service at once by calling1-844-265-1902 (option*) for assistance.

If damage or shortage is discovered after signing the free/clear delivery receipt and the delivery driver has left, retain damaged packaging materials and contact the freight carrier immediately. Do not move the item from original address it was delivered to. Doing so will void any claim you may have against the freight carrier for compensation.

Note: When the delivery receipt has been signed free and clear (without noted damage or shortages) it releases ERISequip.com/shipper from all ownership responsibilities of merchandise/freight. It will then be your responsibility to file an damage or shortage claim with the carrier and we/ERISequip.com do not guarantee any form of compensation.

What if my ground shipment is damaged/short-shipped?

Keep all packaging and damaged merchandise in carton, take pictures then contact ERISequip.com customer service by calling1-844-265-1902 (option*) for assistance.

Orders

We ask that all orders be placed online via credit card payment. We accept all major credit cards including: MasterCard, Visa, American Express, and Discover. Open accounts are available with credit approval from a Finance Company. Please contact our team to inquire about using other forms of payment. Note: There is a 4% credit card return fee on all returns using a credit card.
ERISequip.com offers leasing financing options to qualified customers. Click HERE for the finance application form. We do not have any affiliation to this Finance Company, we only offer the recommendation.

Returns

All returns MUST be authorized and accompanied with our Return Authorization Code. Contact our Customer Service by calling 1-844-265-1902 (option*) for instructions and a Return Authorization Code. Some products may require being returned directly to the manufacturer. All unauthorized returns will be refused. Approved returns will be refunded when properly returned. Refunds are based on condition of product as received upon return. Restocking & credit card processing fees may apply against refund. Be sure to properly package & insure shipment prior to return.

Please Note: Any and all purchased items are subject to restocking fees provided the item(s) is in its original carton. Return credit is for merchandise only, less any fees. Original shipping cost will not be refunded and return shipping is at customer's expense. Any merchandise returned after 7 days will be subject to a 35% restocking charge. All refunded purchases made via credit card will also be subject to a 4% processing fee. There will be no refund for items returned damage or received after 30 days. Merchandise should not be returned without first obtaining instructions and a Return Authorization Code from our Customer Service Department at 1-844-265-1902 (option *). Customer service will reply to your request within 24 business hours.

Note: Special, custom made-to-order merchandise of any kind cannot be returned for credit or refund. Drop-shipped items are subject to the manufacturer's return policy and fees.

FAQ

Items sold by ERISequip.com and are shipped to an address within our home state must include a 7% Sales Tax. Items sold by ERISequip.com which will be shipped out of the home state are not required to pay the 7% Sales Tax. At times other items might be subject to local tax rates required by their manufacturers. In such a case, an ERISequip.com representative will contact you after checkout to confirm your total.

The estimated tax amount that appears at checkout may be slightly higher or lower than the final tax amount. Regrettably, ERISequip.com, has no control over the tax requirements of these specific manufacturers. For orders shipped to other states, you are solely responsible for all sales taxes or other taxes. The purchaser accepts responsibility for checking his state and local codes and making sure the items purchased meets those codes before the order is placed with ERISequip.com.

Furniture Policy

Furniture order with us, it is our goal to maintain the best customer service combined with the lowest cost to our customers. We must make you aware of the following terms of business before you place your order.

NO RETURNS OR EXCHANGES ARE AND WILL NOT BE PERMITTED FOR FURNITURE

Restaurant furniture manufacturers do not allow returns because the furniture is manufactured for you with your color and material selections. Once an order is placed with the manufacturer, you are liable for the expenses of all items including shipping and other costs as indicated on our quote or online order you have received. Returns due to color selection are not permitted. Some material and color selections require an extended lead time by the manufacturer, frequently in the 4-12 week range, though not guaranteed. You should obtain an estimate of delivery date for furniture. Some furniture items will be a quick shipped so the 4-12 weeks will not apply.

In order to keep the price at the lowest for all of our customers, we pass along the manufacturer terms and conditions, including any shipping costs, to customers for special order items. We values your business and hopes you understand and appreciate our policy and procedures, which protects you from costs incurred by other clients since we do not distribute those costs across all of our products and customers. We appreciate your loyalty to our company and conduct business only within the above terms and conditions.

Please note, we do not offer any product samples of any kind.