Returns, Damages, and Service Disputes

Form similar to KaTom: https://www.katom.com/help/return-request.html (unless we can do returns from the customer account portal)

At USA Restaurant Suppliers, we aim to make it as stress-free and streamlined as possible to properly outfit and service your operation. That promise extends to returns and disputes!

Return Process

1. To begin, please fill out the return request form below:(return request form embedded)

First Name
Last Name
Associated Email
Phone Number
Order Number
Item Number

Reason for Returning (drop down)

I ordered the wrong item
The item was damaged upon arrival
The item is not functioning properly
The wrong item was shipped to me
I canceled the order

Details about return

(link to terms and conditions)

*I agree to the terms and conditions

Submit

2.Once we receive the form, a customer support representative will contact you via email to discuss your return. If your item qualifies for a return, you will receive an authorization number and instructions on how to return the item.

3. Follow the instructions and ship your item(s) back. Be sure to use the same packing material that the item(s) arrived in.

4. Once the item is received, it will be inspected to determine if the return will be authorized.

5. If the return request is approved, money will be sent to the payment method on file. It can take up to 21 business days for your bank or credit card company to process the payment.

Returns Policy

To qualify for a return, item(s) must be in original packaging and a return claim must be submitted within 7 business days of delivery.

Returns for Consumable Products

We are unable to accept returns for consumable products.

Restocking Fees

All returns have a restocking fee of 35% and a return crating/shipping charge. Customer is in charge of loading and shipping the return product.

Damaged/Missing Products

It is imperative that you fully inspect and photograph all products to check for damage and/or missing items upon receiving them. Our customer support specialists will work with you through the process to find a proper resolution.

Damaged/Missing Products - Ground Shipping

Please contact us within 2 business days of receiving the damaged or missing item.

Damaged/Missing Products - Freight Shipping

If any part of your order is missing or damaged, or you have any concerns about damages, you must do the following:

Note “DAMAGED” clearly on the delivery receipt BEFORE signing
Keep your copy of the delivery receipt
Contact us within 2 business days of receipt of the items
Keep the damaged order for inspection. Do not alter the package in any way.
Take photos of the damaged order and packaging immediately

Once the above conditions are met, please contact us immediately.
We will work with you to file a damage claim with the freight carrier.
**If you sign your name on the delivery receipt without noting any damages, then you are stating that you have received your order in acceptable condition. Once this has occurred, there is no possibility of filing a freight claim, and there will be no reimbursement of freight charges, order costs or any other charges incurred by you. Once you have signed the delivery receipt that your shipment arrived in acceptable condition, the item(s) belong to you.**

Restocking Fees

There are many fees associated with returning items. In order to keep prices competitive and transparent, we charge a 35% restocking fee on all items. The restocking fee will be deducted from the total refund amount.

Service Disputes

Unfortunately, disputes between service providers and customers happen, and when they do, that's when your USA Restaurant Suppliers Customer Representative can step in to help.

To begin a dispute, please contact us at support@usa-rs.com with your information and service order number. Your Customer Representative will be in contact with you within 1-2 business days.