Orders, Shipping & Returns
Last Updated on: January 18th, 2024
Orders
Availability
In-stock items generally ship in 1-2 business days. For items shipping from the manufacturer, please estimate an additional 1-2 days. If we, or the manufacturer, does not have enough stock on hand to fulfill your order, we will send you an email notification within 24 business hours. If you have a time constraint on your order, please respond to that email so that our team can work on a solution for you.
Cancellation by Charney Commercial Sales, Inc.
We reserve the right to cancel any order, refund, or reship at our discretion without notice. Charney Commercial Sales, Inc. also reserves the right to refuse service, terminate accounts, and terminate your rights to use Charney Commercial Sales, Inc.’ website or mobile website. If we do so, we will not provide any type of reimbursement for termination related to conduct that we determine, in our discretion, violates our policies or any applicable law, involves fraud or misuse of the Charney Commercial Sales, Inc. Services, or is harmful to our interests or another user.
Canceling an Order
Similarly, once an order is placed, we cannot guarantee that it can be canceled. If you wish to cancel an order, please contact us as soon as possible. A cancellation and/or restocking fee may be deducted from your refunded amount to cover the cost of canceling the items and/or processing the items back into stock. This fee could be up to 50% of the item(s)’ cost. Customized products are non-modifiable, non-cancellable, and non-returnable.
Modifying an Order
Once your order is placed, we cannot guarantee that it can be modified. If you wish to modify your order, please contact us as soon as possible. Customized products are non-modifiable, non-cancellable, and non-returnable.
Online Security
To ensure our customers’ safety online, all orders go through security checks before we start processing them. Please keep this in mind while ordering, as there may be a slight delay before processing for a small percentage of orders. If additional information is needed to help ensure the order’s validity, we will reach out via email.
Order Communication
As an e-commerce company, our primary form of communication is email. All order updates will be sent to the email address used when the order was placed. For this reason, please be sure to provide a valid email address when placing your order.
Price Changes and Updates
Product pages will list known and impending manufacturers' price increases. Unfortunately, this information is not always given to us by our manufacturers in advance of the effective date. For pending alternate payment / not fully paid orders, we reserve the right to apply manufacturers’ price increases to the order amount. If we receive notice of a manufacturers’ price increase on an unpaid order, we will contact you to inform you of the increased price, the additional payment required on the order, and the due date for that payment. Should you not provide the additional payment required on the order, we will cancel the order and refund any payment received. In order to ensure that you receive the most accurate pricing on your order, we recommend that you pay in full prior to the effective date of the increase.
All prices are subject to change without notice. In the rare event that a product is listed at an incorrect price due to a Services’ error, Charney Commercial Sales, Inc. will resolve the discrepancy, at our discretion, on all orders placed for the product listed at the incorrect price. This resolution may involve coming to an agreed upon price with the customer or a cancellation of the order, resulting in a full refund.
Receipt of Incorrect Product
If you believe you received the incorrect product, please keep the item(s) unused and in the original packaging and reach out to our Customer Service team. They will work with you to reship the correct item or offer a refund. We may require a picture of the incorrect product you received and will cover the cost of return shipping for that item.
Order History
Your order history can be reviewed by signing in to your account and reviewing your account history.
Payment Methods
Accepted Credit Cards (Preferred Method)
All orders must be placed online through our checkout process. We accept all major credit cards including MasterCard, Visa, American Express, and Discover. We are able to accept most prepaid credit cards as long as the card has been registered with a billing address. Only a single credit card may be used to process the order
Alternative Payments (Check, Money Order, ACH, Wire Transfer)
We do not accept checks, money orders or wire transfers for orders. We do accept ACH, however, the order will be placed on hold until payment has been received. Once payment is cleared, the order will be released to process for shipment.
Charges and Authorizations
When you place an order using our Services, an authorization is placed on your bank account for 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. These authorizations may show as “pending” on your bank statement until the funds are captured. Once the card is charged for the order, the authorization will drop off from your bank statement, typically within 1-2 business days.
Credit and debit card providers differ in how long they will hold an authorization for a pending transaction. If your order has an extended lead time, a member of our Payments team may reach out requesting to charge the card in advance to avoid losing the authorization. Authorizations and/or pending transactions will hold these funds on your bank account, which can result in overdraft fees. Charney Commercial Sales, Inc. assumes no liability for fees in the event of such an overdraft.
Sales Tax
State sales tax will apply in any jurisdiction in which we are obligated to collect sales tax.
Shipping Charges
Shipping Charges are based on:
- number of packages
- package volume
- overall weight of packages
- destination
Charney Commercial Sales, Inc. packages its products in the least amount of boxes necessary and transits orders with the least expensive carrier, unless otherwise specified. Plans for unloading at the final destination should be pre-arranged. Liftgate and/or inside delivery service may incur additional charges and should be requested ahead of time.
Expedited Shipping
Charney Commercial Sales, Inc. will try to arrange “next day” or “second day” delivery upon request at the expense of the customer. Expedited shipping cannot be guaranteed. For expedited shipping, please contact us directly by phone at 616.827.6400
Shipping Outside the Continental U.S.
We do not offer shipping outside the continental U.S. (which does not include Alaska, Hawaii, Puerto Rico, Mexico, or Canada).
Upon Arrival
Before signing the delivery receipt, inspect for any shortage or damage and note the nature and extent of the shortage or damage on the freight bill. If you notice damage after the driver has left, save your damaged shipping box(es) and packing, and contact Charney Commercial Sales, Inc. at 616.827.6400. Please do not return damaged items as they cannot be accepted without a return authorization number.
The carrier who delivers merchandise to your door is ultimately responsible for loss and damages. Acceptance of the shipment by the consignee is acknowledgment that the articles delivered are in good condition.
Returns
Merchandise returns are subject to a 25% restocking fee plus any applicable costs for freight back to the warehouse. Custom-made orders are non-refundable and not returnable.
Restocking Fees
A restocking fee will be deducted from your refunded amount to cover the cost of processing the items back into stock. This fee is 25% of the item(s)' cost for items delivered to both commercial locations and residential locations.
Returns for Commercial and Residential Customers
With a few exceptions, regularly stocked products can be returned within 30 days of receipt as long as the product is unused, undamaged, and in its original packaging. We are unable to accept returns for customizable products. Similarly, not all Special Order products or products shipped directly from the manufacturer (“Drop Ship Products”) can be returned. Except for original payments made by ACH, a return credit will be issued to the original payment method upon receipt and inspection of all the returned Products. If your payment was made using an Alternative Payment Method, your ACH payment will be reversed and returned back to you. Regardless of the form of refund you receive, shipping charges paid at the time of checkout will not be credited along with the return. Also, an applicable restocking fee will be deducted from the amount due to cover the cost of processing the items back into stock. This fee is 25% of the item(s). You are responsible for the cost of return shipping.
Shipping Policy
Address Change/Reconsignments
If a shipping address needs to be changed once an order has been processed, carriers will charge a reconsignment fee to update the shipping address. If this is the case, please contact us as soon as possible.
If an address change is requested, we will contact you via email regarding the amount of the carrier's fee. If we do not receive confirmation regarding the fee and address change, we will leave the address as it was originally entered during the checkout process.
Please note that if the carrier attempts delivery to the original address and they are unable to deliver, redelivery fees may apply in addition to any reconsignment fees.
Delivery Expectations – Common Carrier
For common carrier deliveries, carriers will typically allocate 15 minutes for the completion of your delivery. Excessive delays during delivery could result in the carrier charging detention fees. Additionally, if you are not able to accept the shipment in a reasonable timeframe and cause the carrier to hold your shipment at their terminal, fees may be applied by the carrier for storage of your shipment. Being prepared for delivery ahead of time will ensure a timely and smooth delivery process.
Commercial and Residential Shipping Addresses
Commercial carriers will deliver the vast majority of our products to a residential shipping address. If you operate a business out of your home, the carriers still consider your address residential.
Commercial Limited Access Addresses
Additional fees may apply if you are shipping to a limited access location, such as a university, prison, military base, or country club.
Damaged/Missing/Lost 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 delivery receipt before signing
- Keep your copy of the delivery receipt
- Contact us within 1 business day
- Keep the damaged packing materials for inspection
- Take pictures of the damaged items and packaging
Though our warehouses give great attention to packaging every order for shipment, damage can occur in transit. In the case of damage, 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 delivery receipt, we CANNOT guarantee any compensation for damages. Signing the delivery receipt without noting any damage means that you have received your shipment in acceptable condition.
There are rare occasions where our freight carriers may lose a shipment. In these situations, it’s our highest priority to find your items and we will work with the carrier to do so. Dock checks with the carrier take approximately 3-5 business days to complete. 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.
Damaged/Missing/Lost items - Ground
Upon receiving your order, please inspect it for any damaged, lost, or missing items. If any part of your order is missing or damaged, please keep the items and packaging and contact us within 5 business days of receipt so we can find a solution for you. We may request pictures of the damage to help with this process.
There are rare occasions where our carriers may lose a shipment. In these situations, it’s our highest priority to find your items and we will work with the carrier to do so. Traces with ground carriers take approximately 1-3 business days to complete. 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.
Delivery Time
Our warehouses strive to have orders processed and ready to ship within 1-2 business days. Select products ship from our warehouse in West Michigan. However, since some items will be shipped directly from the manufacturer, delivery times may vary. Common carrier deliveries typically range from 1 to 10 business days for delivery, depending on your proximity to the shipping location. Ground shipping can typically take anywhere from 1 to 7 business days. If your delivery time is over a holiday, please add an additional day for delivery. Our warehouses and many of the warehouses we work with observe the following holidays: Christmas, New Years, Memorial Day, 4th of July, Labor Day and Thanksgiving. Shipping companies may observe additional holidays. All standard ground delivery times and common carrier shipments are estimates and are not guaranteed.
Liftgate
If you do not have an elevated loading dock or forklift to unload your items from the truck, you will need a liftgate and contact us directly. A higher fee may apply if a liftgate must be added after an order has shipped. If delivery is unable to be completed because a liftgate was not stated during checkout, a redelivery fee may apply in addition to a liftgate fee. In these situations, we will contact you via email regarding the appropriate fees.
Some items like very long pizza prep tables may be too large or heavy for a lift gate and will require a truck-level loading dock. If you are unsure, contact our Customer Service Team.
Notice to Residential Customers
While Charney Commercial Sales, Inc. is designed specifically for those in the commercial food service industry, we will ship most items to residential customers. As a residential customer, please consider the following information when placing your order:
Commercial Refrigeration and Cooking Equipment
It is important to keep in mind that many of these items may not meet your consumer-level expectations if used in your home. Commercial cooking and refrigeration equipment:
- Can completely void the equipment’s warranty per the manufacturer.
- Is designed for functionality and heavy use commercially, and may not meet your expectations in terms of aesthetics or ease-of-use.
- Is often much louder than a comparable non-commercial piece of equipment.
- Consumes much more power than consumer-style equipment.
- Generates much more heat. Many pieces of commercial equipment also require a ventilation hood system, and a fire-suppression system to adhere to local fire and building codes.
- Installed in a non-commercial setting would most likely void your homeowner's insurance and the equipment manufacturer's warranty.
The right is reserved to deny shipment for residential usage; if this occurs, you will be notified as soon as possible.
If you have any question about the suitability of a particular piece of equipment you're considering for non-commercial use, please contact our Customer Service Department.
Food Trucks
It is important to keep in mind that installing commercial cooking equipment in a food truck can completely void the equipment warranty per the manufacturer.
Packaging
Packaging that is used during shipment is designed to keep the contents of your order safe from damage or mishandling of products. On occasion a shipment will be received with damage to the packaging. Because the packaging is designed to protect the products that we ship, compensation will not be offered for packaging damage. If the actual items in your shipment are damaged, please contact us right away so we can arrange for compensation or replacement. Occasionally we will ship items in recycled boxes which may contain descriptions unrelated to the products inside in an effort to be more eco-friendly. This practice also allows us to cut costs on packaging which then is reflected into lower prices on our items. Be sure to inspect the actual items inside of the packaging before refusing a shipment due to incorrect information on the boxes.
Shipping and Handling Fee
Our shipping and handling fee covers the costs of processing, handling, packaging, and delivering your order. These rates differ depending upon whether you are a residential or commercial customer. Your final shipping and handling fee will be calculated during the checkout process after your shipping destination and customer type is entered. We use this information to determine the most efficient shipping carrier for your order based on our warehouse location, your shipping address, and the shipping tables provided by our carrier partners.
Unforeseen Conditions
The estimated price and delivery time for your order is based upon the understanding that all the products and items are available for delivery on time. If any conditions or time delays are encountered during the order which cause unforeseen delays out of our control, for example, but not limited to, governmental action of any kind, manufacturer delays, shipping delays, weather-related delays, Acts of God, employee-related delays, and the like, and by such a delay in delivery shall occur, you agree to hold us harmless for such delay.
Special Order Items
In order to maximize the products we’re able to offer to you, some items on our site 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.
Please note - we are not always able to cancel special order items once the order is placed and may not be returnable.
Split Shipments
While we do try to consolidate shipments as much as possible, we cannot guarantee every item will ship together due to where items are sourced from. 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.