Shipping and Delivery Policy

Shipping Charges: At FoodTruckHQUSA.com, shipping fees are calculated based on the item’s dimensions, weight, freight class, and destination zip code. Our system interacts with various freight carriers to secure the most economical rates available to your area, reflecting our bulk discount.

Free Shipping: FoodTruckHQUSA.com provides complimentary shipping on selected products, as noted on individual product pages. This offer is limited to the continental 48 states and covers basic shipping fees.

Standard Delivery: Standard deliveries are conducted as curbside drop-offs unless specified otherwise. The driver will deliver the items to the nearest accessible area by the property entrance. If your facility does not have a high receiving dock or a forklift, you should opt for liftgate delivery at the time of your order, which is not covered under our free shipping offer.

Notice to Residential Customers Liftgate Delivery: This service, available for an additional fee during checkout, provides a liftgate to lower your items from the truck to the ground. Once lowered, you assume responsibility for the goods. Without payment for this service, you must manage the unloading of the items yourself.

Residential Shipping: Shipping to residential or limited access locations incurs additional fees. It is the buyer’s responsibility to correctly identify and mark the delivery address as residential or limited access. Incorrect delivery information may lead to additional charges, which FoodTruckHQUSA.com will back-charge to the purchaser upon verification.

Considerations for Residential Customers: FoodTruckHQUSA.com primarily serves the commercial food service industry, though we do ship to residential addresses. However, it’s important to consider that commercial refrigeration and cooking equipment may not be suitable for residential use. Such equipment is designed for heavy use in commercial settings and may not align with residential aesthetics or functionality. It often operates louder, consumes more power, and lacks the insulation of residential-grade equipment. Installation of commercial equipment in a non-commercial setting can void warranties, contravene local codes, and may require additional infrastructure like ventilation hoods. If deemed inappropriate for residential use by us or the manufacturer, shipment may be denied, and you will be informed accordingly.

International Shipping: Currently, FoodTruckHQUSA.com does not offer international shipping. If you have a freight forwarder, we can coordinate shipping to them, but we do not provide freight forwarding services ourselves.

Processing Time: Orders are typically sent to our vendors and manufacturers immediately. Some orders may even be built to order. Orders placed after 5:00 PM MST or on weekends and holidays are processed the following business day. Delays may occur if demand exceeds current stock levels. We will ensure that each order is processed expediently and will promptly inform you to any delays.

Receiving Instructions: You are responsible for following our specific instructions when receiving freight shipments. You or your representative must inspect the delivery thoroughly before signing the delivery receipt or Bill of Lading. FoodTruckHQUSA.com will not be liable for items not inspected according to our guidelines.

Standard Delivery: Also known as curbside or “non-liftgate” delivery, this method involves the driver delivering goods to your property’s curb. It is your responsibility to unload the merchandise. If the item is too heavy or you lack a loading dock, we recommend considering liftgate service in advance.

Shortages: Ensure all packages are present upon delivery and match the ordered quantity. Note any shortages directly on the Bill of Lading while the driver is present.

Inspection of Goods: Upon delivery, you are tasked with thoroughly inspecting the goods within the packaging. If you opt to delay inspection until after the driver has left, you assume responsibility for any damages not noted at the time of delivery. It is crucial to check for any damage or missing parts immediately and to contact our customer service department.

Damage Policy: Should any items be damaged upon delivery, it is crucial to document the damage on the delivery receipt or bill of lading while the driver is present. Be as detailed as possible when describing the damage to distinguish whether it occurred to the packaging or the actual item. Always photograph any damage for a possible freight carrier inspection and keep all original packaging materials.

Concealed Damage: Damage not visible on the outer packaging is classified as concealed damage. If such damage is found after the driver has departed, the freight carrier cannot verify that the damage occurred while in transit. In such cases, retain all original packaging and immediately request an inspection from the freight carrier, followed by a written damage claim.

Damaged Items: By signing the freight bill without noting any damage, you acknowledge that the items were received in satisfactory condition. This action precludes the possibility of submitting a freight claim or receiving any compensation for damages from FoodTruckHQUSA.com. Should you discover damage while the driver is still present, immediately contact our Customer Service at Toll-Free 1-855-838-1010 for guidance on documenting and reporting the issue. Our team can also assist with minor repairs or cosmetic damages by facilitating the ordering of necessary parts. Please have your order number ready to expedite service. If you need to reject the delivery, inform our Customer Service promptly to arrange for a replacement.

Theft or Misdelivery: FoodTruckHQUSA.com is not liable for any package theft that occurs after delivery or for any delivery errors due to incorrect address information provided during checkout.

Refused Shipments & Unauthorized Returns: You are liable for all freight charges and related fees for both directions, plus a minimum 30% restocking fee for refused shipments unless the refusal is due to damage (not applicable to items damaged while stored) or an error made by FoodTruckHQUSA.com.

Redelivery/Storage Fees: If a delivery attempt fails due to reasons within your control, redelivery fees may be charged (up to $500, depending on the carrier). If the carrier makes a delivery attempt without acknowledgment from the recipient, the goods will be either sent to a new address or returned to the manufacturer, with all return shipping costs being your responsibility. Should the freight carrier need to store your order beyond the standard transit time, they may charge you storage fees directly. If these costs are initially billed to FoodTruckHQUSA.com, we will subsequently charge them to you. You are also responsible for any damages incurred during storage. If you opt to keep an order that was damaged while stored, our Damage Policy applies; if you refuse it, our Refused Shipments Policy will take effect. Contact Customer Service for assistance with redelivery or reconsignment issues.

Cancelled Orders: Cancelling an order after shipment incurs full roundtrip shipping and handling costs, plus applicable restocking and repair fees. For custom or special orders, cancellation is only possible before production begins; once production is underway, you are responsible for all associated costs and cannot receive a refund, credit, or exchange. Taxes paid on shipped orders are non-refundable. For any inquiries or order issues, please reach out to our Customer Service at 586-333-5022.

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