Shipping & Returns
Our warehouses are located in Hayward, CA and Merrimack, NH. Most orders ship within one business day. Same day shipping on orders placed before 10:30 am Eastern Time. Large pallet-sized orders ship via FedEx Freight within 1-5 business days. Shipping times may vary depending upon the product ordered. Estimated shipping time will appear at checkout.
We ship via FedEx Ground. If shipping to a residential address, we will ship your items via FedEx Home Delivery. Because Residential Deliveries are sent without a signature requirement, we have little to no recourse when disputing lost packages. We strongly encourage clients shipping to a residential address to sign up for the FedEx Delivery Manager®. If sent to a commercial address, a signature will be required for proof of delivery. FedEx orders are trackable and a tracking number will be sent to you upon your order shipping.
We ship directly to Canada via FedEx. All customs and borders fees are included within the final pricing provided. Samples are shipped USPS.
We only ship directly in the U.S. & Canada, however we do have many international clients that order regularly. We do ship samples internationally.
If you are located outside of the U.S. or Canada, we can ship your order to you using an intermediary U.S.-based freight forwarder. We ship your order to the freight forwarder, and they ship it to your international address from there. Freight forwarding businesses are very frequently used for international shipping and are also widely available. These businesses are generally located in all major U.S. port/coastal cities. Using a freight forwarder is easy, here's how to do it:
1) Contact a freight forwarder and make arrangements with them. It may be best to find a freight forwarder on the coast of the U.S. closest to your country. For example, if shipping to the Caribbean, Miami or Jacksonville based forwarders would be good options. If shipping to Europe, Boston or New York would likely be ideal.
2) Check out on our website using your name and address for billing and the name and address of your selected freight forwarder for the shipping information.
All items, with the exception of sale/clearance items, may be returned if the items are unused and in the original unopened manufacturer’s packaging. Our items are used in food service, and due to food safety regulations, we cannot accept opened merchandise unless the items were shipped in error or damaged in shipping.
Items must be returned within 15 days from receipt of your order. Please contact our Client Service team at (866) 971-9251 or through our contact form for a return label and instructions. You will be responsible for return shipping plus a 15% restocking fee which will be deducted from your refund. Upon receipt and inspection of the returned items, we will credit you, less these fees, to the original form of payment.
Refunds may take up to 2 weeks to process. A restocking fee is charged so we can keep our prices low. For every returned item, there are additional costs involved with processing the return. Instead of raising our prices site-wide to make up for this cost, we charge a restocking fee for each returned item.
Note that we encourage clients to take advantage of our large assortment of samples to try out products prior to purchasing full cases or pallets.
Damaged Items / Errors in Shipment
If your shipment arrives damaged, incorrect or incomplete, please contact our Client Service team at (866) 971-9251 or through our contact form within 5 business days of receiving your order. We require images of the damaged items to show our supplier or shipping carrier. If part or all of your shipment was missing or damaged, and you do not contact us within 5 business days of delivery date, we cannot guarantee any compensation for damages or loss.
Any items returned to us due to incorrect address, refused shipment or repeated unsuccessful deliveries, will be treated as a standard return and subject to shipping and a 15% restocking fee.
Occasionally, inventory may be temporarily out of stock. In the case of a backorder, we will contact you to inform you of the extended lead time and the status of your order. To inquire about product availability, please contact our Client Service team at (866) 971-9251 or through our contact form. All items are subject to availability and while supplies last.