Policies & Procedures

Returns Policy

  • Standard Returns
    • No returns on special orders. Other returns must be returned within 15 days from date of purchase. Item must be in original packaging. Returns are subject to a 25% restocking fee and return freight. These fees will be deducted from your refund amount.
    • Get in touch with a member of our customer care team to initiate a return.
  • Defective Merchandise
    • If you receive a defective item, please contact the manufacturer for their recommended preferred warranty service provider.
  • Missing or Damaged Items
    • Anytime you receive items, please take some time to carefully inspect your items. Each shipment will include a packing label on the box. Please verify that you received all items listed on that label. Claims of items missing from a shipment must be documented and reported to the freight carrier as well as Ice Cold Equipment Distributors, Inc. Recipients of items shall refuse all items that are damaged to the freight carrier driver, obtain documentation of refusal and report the incident to Ice Cold Equipment Distributors, Inc immediately.
  • Exchanges
    • If you would prefer to exchange a returnable item for another product we will be glad to help you arrange this. All items being returned or exchanged must be new, unused, and in the original packaging. Exchanges are subject to a 25% restocking fee and return freight.
  • Order Cancellation
    • Open Order: If your order is still open in our system, please contact our customer care team at sales@icecoldequip.com to cancel your order. You will not be charged any shipping or restocking fees.
    • Shipped Order: If your order has already shipped, you can refuse the shipment when it arrives at your location or you can accept the order and initiate a return authorization through our returns process. When a shipment is refused, it will come back to our warehouse and you may be charged a restocking fee and any shipping fees associated with the return.
    • Received Order: If you have already received your purchased item(s), you will have to contact our customer support team with your contact information and order number at sales@icecoldequip.com to start a return. You will be provided a return authorization number and instructions to ship your items back where you will be responsible for the restocking fee and any shipping fees associated with the return.

Shipping Policy

  • Free Shipping
    • The free shipping offered on our site applies to regular ground shipments within the 48 contiguous United States.  If additional delivery services such as an inside delivery or white glove delivery is requested, shipping will no longer be free.  In addition, if the delivery driver cannot gain entry to your location due to the size of the equipment being delivered you will still be responsible for the shipping charges incurred for transit. Free shipping does not include upgraded services like expedited shipping, inside delivery, white glove delivery, lift-gate assistance, and non-commercial deliveries (including residences).
  • Multiple Items
    • We will ship your order as items become available, so there are times when you will receive multiple shipments. Your full shipping charge will only be billed on the first shipment, so you will not see shipping charges on subsequent shipment notifications.
  • Expedited Shipping Options
    • We are happy to offer expedited shipping options on many of our products, however, items shipping via a freight carrier must be quoted. Shipping times are subject to availability of products.
  • Delivery Options
    • Non-commercial Address: A non-commercial address is any house, apartment, or other living space, even if you operate a business from such an address. Schools and churches are considered non-commercial by shipping companies.
    • Commercial Address: Our freight carriers define a commercial address as any commercial or industrial site with tractor-trailer access or a loading dock that is open during normal business hours (9 a.m. to 5 p.m.). If your item(s) are shipping via freight carrier, in most cases the carrier will contact you to arrange delivery.
  • Inspecting Your Freight Delivery
    • Before the delivery driver leaves your driveway do the following. (Remember, once the driver leaves, you become responsible for reporting any damages to the freight company. Ice Cold Equipment Distributors, Inc cannot be held liable for those damages.)
    • Verify the items being delivered are what you ordered. Unpack everything, but be sure to keep all of the original packaging materials. Do not throw out pallets or boxes until you are certain you want to keep everything.
    • The client should look over the shipment for indicators that something could be damaged or missing. Is the shrink-wrap intact? If not, note it on the delivery receipt and ask the driver how many cartons does the Bill of Lading show to be on their order so they can count and make sure all boxes are present.
    • The client should look at each carton they are receiving for, dirty boxes, dents, dings, creases, holes, punctures, broken pallets. If they see this, note it on the delivery receipt and request that the driver open the box. If he refuses, they can either call our Customer Care Center or refuse the box and note it on the delivery receipt.
    • If the boxes are absolutely show room perfect, they should still write where they sign their name, “subject to inspection.” Once the driver leaves, the client shall contact Ice Cold Equipment Distributors,, Inc immediately to remain compliant with the return policy.
    • Inspect the entire piece of equipment - top to bottom. You are looking for visible and/or concealed damage, so look over everything thoroughly. Concealed damage must be reported immediately to remain compliant with the return policy.
    • While the driver is present, make note of all damage that you see. Take pictures if you can. Check the products as they are being delivered and note any potential damage on the delivery receipt/bill of lading.
  • Lift-gate Service
    • Since items shipped via freight carrier are typically bulky and heavy a lift-gate is required for all commercial and non-commercial addresses without a loading dock or tractor-trailer access. A lift-gate safely unloads items from the truck down to ground level. Once the item is on the ground it is your responsibility to move the product inside. For inside delivery or white glove services, you can contact our sales team before your items are delivered to obtain a quote.
    • If you do not select lift-gate service at the time of checkout, please be aware of the following:
      • If you add lift-gate, white glove, or inside delivery services to your order after the order has been placed, the fees may increase.
      • The driver will NOT be able to assist in unloading your shipment and that it is solely your responsibility to promptly and safely remove your shipment from the truck.
  • Shipping Times
    • Most items on our site will ship within 1 to 3 business days. In some instances orders may ship the same day if placed before 2:00PM EST, Monday through Friday. Orders are not processed or shipped on Saturday or Sunday, except by prior arrangement.
  • International Shipping
    • We cannot ship freight outside of the United States directly, however, we can ship to an international freight forwarder location in the United States for international freight deliveries.
    • You are responsible for finding and hiring your own freight forwarder.
    • Once your shipment is delivered to your forwarder, they are responsible for delivery beyond this point.
    • It is your responsibility to make delivery and payment arrangements with the freight forwarder.
  • Check out these tips:
    • If the package is going to a business address (any place other than a residence), then the name of the business must be listed, so that the carrier will know which business the product is delivering to.
    • PO Boxes may not be listed as the shipping address. Freight Carriers will not deliver to a PO Box.
    • Businesses run out of a residence will be considered a residential address and charged as such for any delivery.
    • Include an accurate phone number when placing on order online. If anything happens with your shipment, we will need the best way to get in touch with you. Carriers often call ahead to verify that someone will be at your business to accept the delivery. If the carrier is unable to reach you, they may not be able to deliver your items.

Taxes

  • When placing an order outside of the United States, you may be required to pay additional taxes and duties in your country. Ice Cold Equipment Distributors, Inc is in no way responsible for these charges and cannot give you an accurate estimate of these charges as they differ from country to country. Failure to pay these fees will result in an undeliverable product.
  • Ice Cold Equipment Distributors, Inc shall automatically charge and withhold the applicable sales tax for orders to be delivered to addresses within the state of Florida. For orders shipped to other states, you are solely responsible for all sales taxes or other taxes.

Privacy Policy

  • Cookies & Information Collection
    • We collect information that helps us to continually improve your shopping experience. For example, we store your customer information in your account as provided, although we do NOT store your credit card information. We use this information to communicate with you regarding your questions and orders, and to improve our website.
    • We also use "cookies" to help improve your personal shopping experience. Cookies do not contain any of your personal information.
    • If you have provided us with your e-mail address, you have agreed to receive our marketing emails. These emails include our best offers, tips for running your foodservice operation, and much more. You may unsubscribe from these promotional e-mails at any time.
  • Sharing Information
    • We will never sell or share our customer list or information to third parties, except as required by law or to support your order/inquiry with our suppliers, if necessary. For some products we sell, it may be necessary for the manufacturer or wholesale distributor to contact you during the sales, installation, or warranty periods.
  • Text Messages
    • For select brands, we offer instant pricing details via text message. Please be aware that standard messaging and data rates may apply when using this service.
  • Links
    • This site may contain links to other sites on the Internet that are owned and operated by third parties. Ice Cold Equipment Distributors, is not responsible for the operation of or content located on or throughout any such site.
  • Security
    • In an effort to provide education and resources to help our customers be successful, we sometimes link to external websites that we do not operate. We do our best to ensure those domains are safe and contain high-quality content, but we cannot guarantee a site won't change after we evaluate it. If you have concerns about how sites we link to use your information, please visit their respective privacy policies.

Terms and Conditions

  • Information and Site Content
    • We take every precaution when adding new items to our website using information directly from our manufacturers and suppliers. We present this information to you as accurately as we can, although errors and omissions do occur from time to time. If you see any discrepancies, potentially incorrect information or have any other questions about products we offer, please contact customer service.
  • Typographical and Image Errors
    • We make every effort to provide you with the most up-to-date and accurate information on the products we sell. We work closely with the manufacturers of our products to obtain this information, however, there are cases where obtaining an exact description or photo of the product is impossible. When purchasing an item, please make sure to read the description as well as look at the image before committing to the purchase. We reserve the right to refuse or cancel any order for any reason.
  • Prices
    • Prices are subject to change without notification. If a price differs from the website total you will be contacted to confirm.
  • Images
    • All pictures shown on our website are the best available at the time the item is added to our website and may not accurately reflect product updates or features. Pictures may also contain optional accessories which must be purchased separately. In cases where an accurate image was not found, we use a representative or a place holder image.
  • Availability
    • Products and services may on occasion have limited or no availability due to your geographical location, an item being discontinued by the manufacturer, or an item being on backorder due to increased demand. We try to fulfill every order in a timely manner and will work with you to replace or substitute items that are unavailable. Please note that nothing on this site constitutes a guarantee that Ice Cold Equipment Distributors, will supply goods or services.
  • Payments
    • We accept all major credit cards including Visa, MasterCard, American Express, and Discover.
    • We have multiple options for financing your new restaurant equipment.
  • Sales Tax
    • Laws regarding the collection of sales tax vary by location and undergo frequent change in content as well as interpretation by governmental agencies. Ice Cold Equipment Distributors, Inc. will always make every effort to fully comply with the law and governmental regulations. It is our understanding that customers, whether business or individual, bear the responsibility of reporting purchases that are shipped across state lines and to pay the state and any applicable local sales taxes as per their local laws and regulations. Ice Cold Equipment Distributors, Inc. is registered in and conducts business within the state of Florida, and therefore collects sales tax for orders billed or shipped within the state of Florida. Organizations with current and valid sales tax exemptions may request an exemption for sales tax collection by speaking with our customer support team and providing a copy of required documentation. Sales tax laws and regulations apply to all businesses and individuals within the United States. Online businesses that advertise "No Sales Tax" may not fully understand the sales tax laws, or may be misleading their customers whether intentional or not.
    • Some products are shipped direct from the manufacturer to the customer by Ice Cold Equipment Distributors, Inc. Some manufacturers’ sales agreements require that sales tax be collected on any products they ship direct to the customer in certain states.
    • Ice Cold Equipment Distributors, Inc. does not make tax law or set sales tax collection requirements of our suppliers. Sales tax for shipments within the state of Florida should show sales tax on the automatically generated invoice. Sales tax for shipments outside the state of Florida will not show on the automatically generated invoice, but will be collected if required.
  • Disputes
    • Any dispute relating in any way to your visit to the Site or to the products you purchase through the Site shall be submitted to confidential arbitration except that to the extent you have in any manner violated or threatened to violate our intellectual property rights, we may seek injunctive or other appropriate relief in any state or federal court in the State of Florida. You hereby consent to, and waive all defenses of lack of personal jurisdiction and forum non conveniens with respect to venue and jurisdiction in the state and federal courts of Florida. Arbitration under these Terms of Use shall be conducted pursuant to the Commercial Arbitration Rules then prevailing at the American Arbitration Association. The arbitrator's award shall be final and binding and may be entered as a judgment in any court of competent jurisdiction. To the fullest extent permitted by applicable law, no arbitration under this Agreement shall be joined to an arbitration involving any other party subject to this Agreement, whether through class action proceedings or otherwise. You agree that regardless of any statute or law to the contrary, any claim or cause of action arising out of, related to or connected with the use of the Site or this Agreement must be filed within one (1) year after such claim or cause of action arose or be forever banned.
  • Disclaimer and Limitation of Liability
    • Except as otherwise provided in the standard terms of sale that govern the sale of each product on this site, this site, the products offered for sale on it and the transactions conducted through it are provided by us on an "as is" basis. We make no representations or warranties of any kind, express or implied, as to the operation of the site or the information, content, materials, or products included on this site (and on the webpages to which that webpage links). To the full extent permissible by applicable law, we disclaim all warranties, express or implied, including, but not limited to, implied warranties of merchantability for a particular purpose, noninfringement, title, quiet enjoyment, data accuracy and system integration. This site may include inaccuracies, mistakes or typographical errors. We do not warrant that the content will be uninterrupted or error free.
    • To the maximum extent permitted by law, we will not be liable for any damages of any kind arising from the use of this site, including, but not limited to indirect, incidental, punitive, exemplary, special or consequential damages. To the maximum extent permitted by applicable law, our total liability to you for any damages (regardless of the foundation for the action) shall not exceed in the aggregate the amount of fees actually paid by you to us during the month immediately preceding the act allegedly giving rise to our liability.