Home > Shipping, Security, and Privacy Policies at KaTom Restaurant Supply

Store Policies

Shipping Policy

We ship most of our products via FedEx, unless a customer specifically requests UPS. However, a few of our larger items exceed FedEx's weight limits; therefore these items are shipped by a freight company. Please understand that the shipping amount calculated on our site is as accurate an estimate as we can provide. However, the actual shipping costs may differ slightly. If the difference is greater than 15%, we will call you for an approval before processing your order.

Free Shipping: In order to offer the absolute lowest prices to our customers, KaTom Restaurant Supply offers a select group of items that have free shipping. This free shipping applies to regular ground shipping within the 48 contiguous US states only. Other charges will apply if you want these items shipped next day air, 2nd day air, or if a lift gate is required.

The following map shows approximate transit times for FedEx Ground delivery. Click on the image for a larger version. Times shown are guidelines and are not guaranteed.

Ground Delivery Transit Time - Click for Larger Version

Security Policy

We have the best security available to protect your online orders.

McAfee is a world leader in online security and our site is protected by the McAfee Secure CERTIFICATION, being tested and certified daily to pass the “McAfee Secure” Security Scan as evidenced by the McAfee logo located on the bottom of every page.

Our server is located in a secure data center with access control and 128-bit encryption of your personal and credit card information to protect you.

International Orders

View our policies and information for International Orders by clicking here.

Privacy Policy

We respect your privacy.

Have you ever provided your information on a web site and then received junk email or mail from third parties? We respect your privacy and will not sell or provide your information to third parties or disseminate information about you other than as required by law.

Availability Policy

We have over 25,000 items in stock and ready to ship the same day.

If your item is in stock, it will generally be shipped on the same day that you order, as long as the order is received before 3pm Eastern time. Orders placed after 3pm EST will be shipped on the next business day.

In the event that an item is unavailable for immediate shipping, you will be contacted prior to completion of the order, for confirmation.

The amount of time for your order to reach its destination depends on the shipping method selected by you during the checkout process. We utilize the FedEx tracking system. Due to our recent transition to FedEx shipping, we are currently working on our own tracking system, which will allow you to track your FedEx packages directly from the KaTom site. In the interim, however, we encourage you to track your packages via the FedEx site. We hope to have our system up and running efficiently in the near future.

Terms and Conditions of Sales

Terms and conditions can be viewed at the following pages:

Customer Instructions and Responsibilities for Freight Deliveries

  1. Inspect the entire shipment for visible damage prior to accepting the shipment, and note any damage on the delivery ticket / bill of lading before the delivery person leaves. Refuse delivery of any items with damage. If damage is found after driver has left - customer is responsible for filing claim with freight carrier and KaTom is unable to accept any liability.
  2. Verify the number of packages delivered with the packing slip provided by KaTom.
  3. Unpack your order immediately and inspect for hidden or concealed damage.
  4. Should any damage be discovered, retain the shipping carton and any inner packaging intact, request inspection immediately from the carrier as well as make a written request to the carrier. Hidden or concealed damage must be reported and an inspection requested within 3 business days.
  5. If there is any damage (visible damage with item refused or concealed damage) then contact KaTom customer service at 800-541-8683 to advise of the damage. Please have your order number, shipping information and any available tracking number ready so we can assist in the process if possible.

Do not attempt to return any item to KaTom without a return authorization. Unauthorized returns cannot be processed and all costs are the customers responsibility.

Additional information for our customers.

What does your signature mean on the delivery receipt/bill of lading?

Your signature (or that of your representative) indicates that all items identified on the delivery receipt/bill of lading are :"RECEIVED IN GOOD CONDITION EXCEPT AS NOTED BY" the person that signs the document. This means that you are relieving the manufacturer, the freight carrier and KaTom of any liability for the damages. Once you sign the delivery receipt/bill of lading without noting any damage KaTom has no method of holding the freight carrier liable for damages.

Don’t be unnecessarily rushed. When the products are being delivered you do need to check the products while the driver is still there. The driver may be insisting that he needs to leave immediately so just sign the form and then file any claims later. We have noticed that the more urgent the driver seems to get the form signed and to move on to his next delivery, the more likely it is that the products are damaged. Inspect the products and note any potential damage on the delivery receipt/bill of lading.

Thank you for shopping at KaTom Restaurant Supply. If you would like to contact us regarding our policies or a particular order, please call 1-800-541-8683.