Address Modifications/Reconsignments
If a shipping address needs to be altered after an order has been processed, carriers may impose a fee to update the delivery details.
If a request for an address change is made, we will notify you via email regarding the carrier’s fee for this adjustment. If we do not receive confirmation from you about the fee and the change, the original address provided during checkout will remain in place. For orders placed with Credit Key, it is important to note that address changes are not permitted.
Additionally, if the carrier attempts delivery to the initial address and is unable to complete it, extra fees for redelivery may be applied on top of any reconsignment charges.
Call Before Delivery
By selecting the free “Call Before Delivery” service, the carrier will reach out to you approximately 24 hours before your order’s anticipated arrival to arrange a delivery appointment using the phone number provided during checkout. Choosing this option may extend the transit time by an extra day and is applicable only for items shipped via common carriers. The typical delivery window is 4 hours, though this may differ depending on the carrier and delivery location.
This service is mandatory for residential deliveries and is suggested for businesses with irregular operating hours (deliveries are made Monday through Friday, from 8:00 a.m. to 5:00 p.m.). If the carrier misses a scheduled delivery, they will reschedule. However, if you are unavailable at the scheduled time, you may be responsible for any redelivery charges. If you need a delivery at a specific time, shortening the typical 4-hour window or delaying beyond a reasonable date may incur extra fees.
If “Call Before Delivery” is not selected during checkout, and delivery cannot be completed, the carrier may charge a redelivery fee. We will notify you via email in these cases and may charge the card on file to prevent further costs.
Delivery Guidelines – Common Carrier
Common carriers typically allocate around 15 minutes for each delivery. If there are significant delays, the carrier may apply detention fees. Additionally, if the recipient cannot accept the delivery promptly, storage fees may be incurred if the shipment is held at the carrier’s terminal. Preparing for delivery in advance can help ensure a smooth process.
Shipping to Commercial and Residential Addresses
Most of our products can be delivered to residential addresses by commercial carriers. If you operate a business from a residential location, please select “residential” during checkout, as carriers will treat the address as such. If you create an account, the system will automatically classify your address as residential when appropriate.
Commercial Limited Access Locations
Deliveries to limited access sites, such as universities, prisons, military bases, or country clubs, may incur additional charges.
Handling Damaged, Missing, or Lost Items – Common Carrier
In the event of any damage or missing items upon delivery, please ensure the following steps are taken:
- Clearly note any issues on the delivery receipt before signing.
- Retain a copy of the receipt.
- Notify us within 1 business day.
- Keep the damaged packaging materials for inspection.
- Take photographs of any damage to the items and packaging.
Despite our careful packaging efforts, damage can occur in transit. We rely on carriers for reimbursement for such incidents. Signing the delivery receipt without noting any damage indicates that the shipment was received in acceptable condition. Unfortunately, failure to document damage may limit our ability to provide compensation.
In rare cases, shipments may be lost by the carrier. If this happens, we will prioritize locating your items and will collaborate with the carrier to resolve the issue. Dock checks typically take 3-5 business days. If your shipment is deemed lost, we will work with you on a satisfactory resolution.
Handling Damaged, Missing, or Lost Items – Ground
Please inspect your order upon arrival for any damages or missing parts. If issues are found, keep the items and packaging intact, and contact us within 5 business days so we can assist. We may ask for photographs of the damage to facilitate the process.
In rare cases, ground shipments may also be lost. In such instances, we will work closely with the carrier to locate the items. Ground shipment traces usually take 1-3 business days. If lost, we will work with you to resolve the situation.
Delivery Time Expectations
Our warehouses generally process and ship orders within 1-2 business days. However, delivery times vary depending on proximity to our shipping locations and whether the item is shipped directly from the manufacturer. Ground shipping can take between 1 to 7 business days, while common carrier deliveries may take up to 10 business days.
For expedited shipping options like Second Day or Next Day, ensure orders are placed by 2:00 p.m. EST to guarantee same-day processing. Delays due to inclement weather or holidays may affect shipping times.
Shipping Destinations
Our shipments are primarily within the United States. If the carrier determines that your delivery address is inaccessible, the final delivery will be made to the nearest shipping terminal or the shipment will be returned to our warehouse. For any concerns or inquiries, please reach out to Customer Solutions.
Shipping Methods & Charges
Most of our products can be delivered to residential addresses using a parcel carrier. However, please note that shipping to residential locations typically incurs higher fees compared to commercial addresses. This difference is usually a few dollars but can vary depending on the region, and it will be included in your final shipping costs.
Packaging
Our packaging is designed to protect your order during transit and minimize the risk of damage. Occasionally, the packaging itself may sustain damage, but since its primary purpose is to safeguard the items inside, compensation is not provided for packaging damage. If the items in your shipment are damaged, please contact us immediately so we can arrange for a replacement or compensation. In some cases, we use recycled boxes that may feature unrelated product descriptions to reduce waste and lower costs, which allows us to offer more competitive prices. Please inspect the actual items inside before refusing a shipment due to the labeling on the box.
Shipping and Handling Fees
Our shipping and handling fees cover the costs of processing, packaging, and delivering your order. These charges vary depending on whether you are a residential or commercial customer. To ensure the correct fee is applied, you must select “residential” or “commercial” in your shopping cart. The final shipping and handling cost will be calculated at checkout, once your shipping destination and customer type are entered. This information helps us select the most efficient shipping carrier based on our warehouse location, your address, and the carrier’s rate tables.
Split Shipments
While we strive to consolidate shipments whenever possible, we cannot guarantee all items will ship together, as they may come from different locations. If your order requires multiple shipments, the full shipping cost will be applied to the first shipment. If you prefer to have part of your order expedited and the rest sent via standard Ground, please place two separate orders.
Warehouse Pickups and Customer Shipping Accounts
All orders placed through SupplyChef will be shipped via a commercial carrier. For safety, insurance, and logistical reasons, we do not offer warehouse pickups. Additionally, due to the large volume of orders processed daily, we are unable to accommodate the use of customer shipping account numbers.