Shipping Policy

Overview

American Chef ships commercial kitchen equipment and smallwares across Canada and the United States. Our goal is to deliver your order safely, efficiently, and with clear communication at every step.

By placing an order, you agree to the shipping terms outlined on this page.

Order Processing Times

• Orders are typically processed Monday to Friday, excluding statutory holidays.
• In-stock items usually ship within 2–5 business days from order confirmation.
• Lead times for backordered or special-order items will be communicated separately.

Processing times are in addition to carrier transit times and may vary during peak seasons or promotions.

Shipping Regions

We currently ship to commercial and select residential addresses within:

• Canada
• United States (contiguous U.S. only; some restrictions may apply)

Remote or hard-to-reach locations may be subject to additional fees and extended transit times.

Shipping Methods & Rates

Shipping rates are calculated based on a combination of factors, including order weight and volume, destination, and service type (parcel or freight).

• Smallwares & accessories typically ship via standard parcel services.
• Refrigeration, sinks, tables & larger equipment ship via LTL or freight carriers.
• Actual shipping options and costs are shown at checkout before you complete your order.

Any promotional or negotiated shipping rates will be clearly displayed or communicated at the time of order.

Freight Deliveries (Large Equipment)

Many American Chef products ship on pallets via freight carriers. Please note:

• Freight deliveries are curbside by default, unless otherwise arranged.
• The consignee is responsible for moving equipment indoors and any required installation.
• Liftgate service, inside delivery, or appointment deliveries may be available at additional cost. Please request these services before your order ships.

Additional fees from the carrier (re-delivery, storage, address changes, etc.) that result from consignee unavailability or incorrect information may be charged back to the customer.

Freight Damage & Shortage Procedure

All shipments leave our facility in new condition. Damage or loss that occurs in transit is the responsibility of the carrier, but the consignee must follow the correct procedure to preserve the right to a claim.

1. Inspect on Delivery: Carefully inspect all cartons, pallets, and equipment for visible damage or signs of mishandling before signing the delivery receipt.
2. Note Damage on the Freight Bill: If damage or suspected damage is present, clearly mark the freight bill as “DAMAGED” and describe the issue (e.g., crushed corner, torn carton).
3. Notify the Carrier Within 48 Hours: Contact the carrier within 48 hours of delivery to report the damage and begin the claims process.
4. File a Freight Claim & Schedule Inspection: File a claim directly with the carrier and arrange for inspection of the damaged goods.
5. Keep Packaging & Product: Retain all original cartons, packaging materials, and damaged merchandise until the carrier’s inspection and claim have been fully resolved.

Failure to follow these steps may limit or void your ability to recover freight-related damages from the carrier.

Shipping Address Accuracy & Changes

Please ensure your shipping address and contact information are complete and accurate at checkout.

• Address changes after dispatch may incur carrier rerouting or re-consignment fees.
• If the carrier is unable to deliver due to incorrect address information or repeated missed appointments, additional storage or re-delivery fees may apply.

Order Tracking

When your order ships, we will provide tracking information (parcel tracking number or freight PRO number) whenever available. You can use this information to follow your shipment’s progress with the carrier.

Customs, Duties & Restrictions

For cross-border shipments, local duties, taxes, brokerage, or import fees may apply according to your region’s regulations. These charges are the responsibility of the customer unless otherwise stated in writing.

Some products may not be available in certain regions due to regulatory or logistical restrictions. We reserve the right to cancel and refund any order that we are unable to ship.

Delays & Force Majeure

Once an order has left our facility, transit times are controlled by the carrier. Weather events, inspections, border delays, and other circumstances outside our control may impact delivery dates.

While we work closely with our carriers to minimize disruptions, American Chef is not liable for delays caused by carriers or events beyond our reasonable control.