Return Policy

Here at KaTom Restaurant Supply, we believe that "It's About You" and strive to provide you with the quality products and outstanding service you expect. If you are not 100% satisfied with your purchase, you can return it to us within 30 days of delivery as long as it is in accordance with the following return policies and procedures listed below.

  • All merchandise that is returned must have prior authorization for return to be accepted.
  • All non-defective merchandise returned for credit must be unused and in the original packaging.
  • All returned items totaling $100.00 or more will be subject to a 25% restock fee plus the return shipping charges. All returned items totaling less than $100.00 will be subject to a 0% restock fee plus the return shipping.
  • Merchandise must be returned within 30 days of RA being issued.
  • Credit is issued upon return and inspection. Please allow up to four weeks to receive your refund. All refunds will be issued in the form on payment used to make your purchase.

Please note that we cannot accept returns of certain items, including:

  • All special order items
  • All closeout items
  • All perishable items
  • All types of aerosol cans
  • All hazmat products
  • All international sales

How to Cancel an Order:
Cancelling an order depends on the status of the order.

Open Order: If your order is still open in our system, please contact our Customer Appreciation Team at cs@katom.com to cancel.

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 department. 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.

To initiate a return request, please click here

Shipping Policy

Shipping costs: The shipping amount calculated on our website is the most accurate estimate we can provide; however, the actual shipping costs may differ. If the difference is greater than 15 percent, we will call and/or email you for approval before processing your order.

Multiple items: We will ship your order when at least 60 percent of the dollar value is ready to ship. The shipping charge will be billed on the first shipment, and all subsequent shipments will not be charged.

Free shipping: In order to provide the lowest prices possible to our customers, KaTom Restaurant Supply offers a select group of items with free shipping. This free shipping applies to regular ground shipping within the 48 contiguous United States only. Other charges will apply if you need items shipped Next Day Air or Second Day Air, if delivery is to a non-commercial address or if lift gate service is required.

Shipping partners: We ship most of our products via UPS, unless a customer specifically requests another carrier. When one of our larger items exceeds the UPS standard weight limits, we ship via a freight carrier (see below).

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

UPS Map

Delivery options: When checking out, you will be asked to select whether your ship-to address is Residential or Commercial.

A non-commercial address is any house, apartment, or other living space, even if you operate a business from such an address. If your item(s) are shipping via freight carrier, in most cases the carrier will contact you to arrange delivery. Also, schools and churches are considered non-commercial by freight companies.

A commercial address is defined by our freight carrier as a commercial site, typically with tractor-trailer access and a loading dock.

Lift Gate Service: When shipping via freight carrier, you will be asked at checkout to select Lift Gate Service. A lift gate is essential for all commercial and residential addresses without a loading dock and tractor-trailer access. A lift gate safely unloads items over 75 pounds from the truck down to ground level. Items shipped via freight carrier are typically bulky and heavy. If you do not select lift gate service, please be aware that 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.

Freight carrier shipment procedures: When one of our larger items exceeds the UPS standard weight limits, we ship via freight carrier. Please carefully read the following freight shipment procedures and follow them point by point when your delivery arrives. We highly recommend printing out this checklist for use during your delivery.

  1. Verify the number of packages delivered with the packing slip provided by KaTom.
  2. Unpack your order immediately and inspect for visible and/or concealed damage. It is critical to check your order while the truck driver is still present. The driver may try to rush you into signing forms so he can leave; do not let anyone rush you. Check the products as they are being delivered and note any potential damage on the delivery receipt/bill of lading. Remember: Once the driver leaves, you become responsible for reporting any damages to the freight company. KaTom Restaurant Supply cannot be held liable for those damages.
  3. Do not sign delivery forms until you have thoroughly checked all of your items. The driver is responsible for waiting until the shipment has been thoroughly inspected and signed for.
  4. Refuse delivery of any items with damage.
  5. Should any damage be discovered, keep the shipping carton and any inner packaging intact. Verbally request inspection immediately from the driver and make a written request to the carrier. Hidden or concealed damage must be reported and an inspection must be requested within 3 business days.
  6. If any damage is discovered (visible or concealed), contact KaTom customer service at 800-541-8683 to report the damage. Please have your order number, shipping information, and any available tracking number ready so we can quickly and accurately assist in the process.

KaTom.com Privacy Policy

The bottom line: KaTom.com and KaTom Restaurant Supply, Inc. respect your privacy.

Information we collect
We collect information that helps us to continually improve your shopping experience at katom.com. 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.

If you have provided us with your e-mail address, you have agreed to receive our KaTom Club emails with savings and tips for running your foodservice operation. You may unsubscribe from our promotional e-mails at any time.

We also use "cookies" to help improve your personal shopping experience. Cookies do not contain any of your personal information.

Sharing your information
We will not sell or provide our customer list or information provided by you to others, 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.

Information security
You can shop katom.com with confidence. We use the best security available to protect your online information. See more about our information security.

KaTom Restaurant Supply, Inc. Terms & Conditions

Information and site content

We use care and 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 have for sale, please contact customer service at cs@katom.com or (800) 541-8683. It is our goal to provide you with the best information about foodservice equipment and supplies available on the Internet and we want to correct any missing or erroneous information as quickly as possible.

Prices

Prices are subject to change without prior notification. If a product total differs from the website total you will be contacted to confirm.

Pictures

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. Pictures may also contain optional accessories which must be purchased separately.

Availability

Products and services on katom.com 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 back order due to increased demand. We strive to fulfill every order in a timely manner and will work with you to replace or substitute items that are for whatever reason unavailable. Please note that nothing on katom.com constitutes a promise that KaTom Restaurant Supply, Inc. will supply goods or services.

Payments

In an effort to keep costs down for all of our customers, all Internet sales are processed by credit card only. We also offer financing on select brands of restaurant equipment through Manitowoc.

Furniture

Additional terms and conditions for furniture items can be viewed at our furniture policies.

Parts

Additional terms and conditions for special order and parts can be viewed at our parts and special order policies.

International orders

To review our international ordering and shipping policies, please click here.

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. KaTom Restaurant Supply, Inc., any parent companies and/or subsidiaries 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. KaTom Restaurant Supply, Inc. is registered in and conducts business within the state of Tennessee, and therefore collects sales tax for orders billed or shipped within the state of Tennessee. Organizations with current and valid sales tax exemptions may request an exemption for sales tax collection by speaking with customer service 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 KaTom Restaurant Supply, Inc. Some manufacturers’ sales agreements require that sales tax be collected on any products they ship direct to the customer in certain states. Examples include but are not limited to Blodgett Oven, who requires sales tax collection for products shipped direct within the 15 states that Blodgett has manufacturing or office space in. Another example is Beverage Air, who requires collection of sales tax for any products shipped direct within any of the 50 U.S. states.

KaTom Restaurant Supply, Inc. does not make tax law or set sales tax collection requirements of our suppliers. Sales tax for shipments within the state of Tennessee should show sales tax on the automatically generated invoice. Sales tax for shipments outside the state of Tennessee will not show on the automatically generated invoice, but will be collected if required.

Furniture Policy

Thank you for considering a special furniture order with KaTom Restaurant Supply, Inc. It is our goal to maintain the best customer service combined with the lowest cost to our customers. We must make you aware of the following terms of business before you proceed:

NO RETURNS OR EXCHANGES ARE PERMITTED FOR FURNITURE

Restaurant furniture manufacturers do not allow returns because the furniture is manufactured for you with your color and material selections. Once an order is placed with the manufacturer, you are liable for the expense of the furniture, any accessories, shipping, and other costs as indicated on our quote to you. Due to variations in display of colors and textures by computer screens, we encourage you to request a sample of finishes if you are matching existing colors or demand a close match in material finish. Returns due to color selection are not permitted. Some material and color selections require an extended lead time by the manufacturer, frequently in the 4-12 week range, though not guaranteed. You should obtain an estimate of delivery date for furniture.

In order to keep our prices the lowest in the market for all customers, we pass along the manufacturer terms and conditions, including any shipping costs, to customers for special order items.

We value your business and hope you appreciate our policy, which protects you from costs incurred by other clients since we do not distribute those costs across all of our products and customers. We appreciate your loyalty to our company and conduct business only within the above terms and conditions.

After our receipt of this document and payment arrangements, your order will be processed and sent to you as soon as possible. Thank you for your support and your business.

Thank you,
KaTom Restaurant Supply, Inc.

Please print this page, sign, date and fax to 800-821-9130.

I agree with the terms and conditions stated above.

Order Number: _______________________________________________________

Customer Signature: __________________________________________________

Date: ______________________________________________________________

Printed Name: _______________________________________________________

International Orders Policy

KaTom Restaurant Supply, Inc. sells restaurant equipment and supplies to customers in Canada, Australia, Europe, and other countries around the world, subject to the following conditions.

Electrical requirements
Because of differences in the electrical supply in different countries, electrical equipment manufactured for the U.S. may not work in other countries. Customers are responsible for ordering items with the specific voltages and/or Hertz required in their country. For example, in addition to foreign voltages, many countries use power at a frequency of 50 Hertz, while 60 Hertz is standard in the U.S. We are happy to check with the manufacturer at your request to make sure the product you would like can be converted to the requested voltage and Hertz.

Please note: we are not authorized to resell some manufacturer's brands outside of the U.S. and Canada. We will advise you specifically on these details during the order process.

Shipping Carriers
Most items ship via UPS, although large and heavy items may need to ship via freight carrier. We do not ship freight outside of the U.S.; however, we can ship to an international freight forwarder location in a U.S. port for international freight deliveries. Your freight forwarder is responsible for delivery beyond this point, and it is your responsibility to make delivery and payment arrangements with the freight forwarder.

Payments
For orders under $500, we accept credit cards with a billing address in the U.S. or Canada, although in order to prevent fraud, we require documentation to verify the card. Outside of the U.S. or Canada, customers may purchase via a wire transfer or U.S. money order. All transactions are conducted in U.S. dollars.

Taxes
You are responsible for paying any duty charges and taxes applicable to your purchase.

Warranty
All warranties provided by the manufacturer apply; however, please be aware that in some cases the warranty is voided for use outside the U.S. It is your responsibility to understand the terms of the warranty and make sure that it meets your needs.

Order Tracking
All UPS orders will have a tracking number. If you are using a freight forwarder, UPS will only track to that destination.

Returns
For products sold outside the U.S., we do not guarantee return authorization. Each situation will be handled on its own merits.

Parts Request

Thank you for considering a part or special order with KaTom Restaurant Supply, Inc. It is our goal to maintain the best customer service combined with the lowest cost to our customers. We must make you aware of the following terms of business before you proceed:

  • Some manufacturers do not allow returns of products or parts.
  • Some manufacturers allow the return of products, but not parts.
  • Some manufacturers allow returns with a restocking fee with shipping paid by the customer back to their factory.
  • When returns are permitted, restocking fees vary according to manufacturer policies.

In order to keep our prices the lowest in the market for all customers, we pass along the manufacturer terms and conditions including any shipping costs to customers for special order items. We value your business and hope you appreciate our policy which protects you from costs incurred by other clients since we do not distribute those costs across all of our products and customers. We appreciate your loyalty to our company and conduct business only within the above terms and conditions.

After our receipt of this document and payment arrangements, your order will be processed and sent to you as soon as possible. Thank you for your support and your business.

Thank you,
KaTom Restaurant Supply, Inc.

Please print this page, sign, date and fax to 800-821-9130.

I agree with the terms and conditions stated above.

Free Shipping

KaTom Restaurant Supply offers free shipping on thousands of pieces of restaurant equipment and kitchen supplies every day. These aren’t limited-time deals; they’re part of our commitment to provide you the best value on the quality items every commercial kitchen needs. When you’re making the sort of significant purchases that are sometimes required in foodservice, that benefit can add up to hundreds or even thousands of dollars in savings on every order.

Thanks to our close partnerships with the manufacturers we represent, we’re able to negotiate these savings on your behalf for many of our most-popular items. This means free standard ground shipping to the 48 contiguous U.S. states on qualifying restaurant equipment orders. To find qualifying products, simply look for the little green truck throughout our site.

Though there will be a charge for services like next- and second-day air, lift-gate assistance, and delivery to residential addresses, we also work every day to keep those numbers low. By working with our shipping partners, including UPS and freight haulers, we’re able to secure competitive rates that keep your final total down.

For more information on our shipping practices, visit our Shipping Policy page.