Frequently Asked Questions for Large Equipment





DELIVERY

What is curbside delivery?

What is liftgate delivery service?

Do you offer white glove delivery?

Do you offer equipment delivery to residential areas?

Do I need to be present at the time of delivery?

What happens if no one is present at the time of delivery?

Can I ask for preferable time frame?




INSTALLATION

Do you offer installation and/or training services for my item?



WARRANTY

Is a warranty available for my item?



RETURNS

Who do I contact for repairs, service, or warranty information?

What is the return procedure?

For returns after the restocking fee, do I pay for the returning shipping fee?

Are the customers responsible to schedule the return shipping service?




CERTIFICATIONS

Is my item ENERGY STAR certified?

Is my equipment in compliance to the appropriate ANSI/NSF standards for sanitation?




DELIVERY

What is curbside delivery?

Curbside delivery is defined as the driver will drive the truck to the nearest entrance of the delivery location or receiving dock. The driver will provide the delivery of the item; the customer is required to unload the item from the truck. If you don’t have access to a forklift, please click on the “curbside drop-off with liftgate” option under shipping options.

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What is liftgate delivery service?

A liftgate is an electric platform attached to the rear of the truck that can be raised during loading and unloading. The order will be place on the ground by the truck driver using the liftgate. The customer responsibility is to bring the product inside their facility. If the delivery location does not have a semi-truck receiving dock or a forklift to remove the item, please specify that you will require the lift gate service; make sure to select “Curbside Drop-Off with liftgate” under shipping options.

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Do you offer white glove delivery?

We do not offer white glove delivery at this time.

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Do you offer equipment delivery to residential areas?

We do not offer residential delivery.

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Do I need to be present at the time of delivery?

To verify and sign that your shipment was delivered, someone over the age of 18 is required to be present at the delivery location.

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What happens if no one is present at the time of delivery? Will the driver return and redeliver the unit another time or will driver just drop off the unit at the location without anyone receiving it?

If no one is present at the time of delivery, the delivery will have to be rescheduled. An additional fee will be applied for redelivery.

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Can I ask for preferable time frame?

Yes, you can request a preferable time frame.

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INSTALLATION

Do you offer installation and/or training services for my item?

We do not offer installation services. All units come with a manual in regards to how to function the unit. If at any time you need additional information please contact our service department 800-683-8660.

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WARRANTY

Is a warranty available for my item?

If there is a warranty available for the item; the warranty details will be on the item’s page linked to a PDF file. On the PDF file you will find the required information pertaining to the unit. For further information on a warranty you can always contact us at 800-683-8660.

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RETURNS

If I have questions in regards to repair, service, warranty or parts during the warranty period, what is the direct contact number?

If you need service or repairs during the warranty period or if you have any questions regarding your warranty, please call 800-683-8660.

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Return Procedures

  • What is the return procedure for an OPENED and UNOPENED package? Is there an additional fee?

    If the unit was ordered by mistake, there is a 25% restocking fee.
  • What is the return procedure for an “OPENED and DEFECTIVE” product? Any fee involved?

    This would be considered a “case by case” matter. Call freight department for more details to take the adequate steps. For more information contact us at 800-683-8660.
  • What is the allowable time frame for the return of an item?

    We schedule the returns immediately if it’s caused by freight damaged. The warranty will go through the service department.


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For returns after the restocking fee, do I pay for the returning shipping fee?

The restocking fee covers the cost of the freight to return the item.

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Are the customers responsible to schedule the return shipping service?

We will contact you and make all of the arrangement for the return shipping.

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CERTIFICATIONS

Is my item ENERGY STAR certified?

If the equipment is “Energy Star Certified” an ENERGY STAR icon will be displayed on the item’s page.

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Is my equipment in compliance to the appropriate ANSI/NSF standards for sanitation?

An ETL sanitation mark indicates the equipment is fit for use in the production of food intended for human consumption and/or for use in an environment where food intended for human consumption is produced. You can find the ETL Sanitation Listed icon displayed on the item’s page.

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If we have not answered your question, please submit your inquiry to support@lollicupstore.com and one of our Customer Service Representatives will respond as soon as possible.