Commonly asked questions
What are your policies on shipping, time, problems, etc?
You can view our shipping policies via our Policies page.
Account Information
How do I change my user information? In order to change your user information, you must first be logged into your registered account. Once you are logged in, click on My Account. You can add, edit, or view your shipping and billing addresses by clicking the respective links. You can also check current order status, view previous orders, or review items.
How do I register for an account? To register for an account, click the Register button located in the top right side of our homepage.
How do I submit a product review for credit? We value your feedback at Hospitality, so we would love to hear what you think of our products. To thank you for your feedback, we'll even pay you for your input! You can earn up to $16 in store credit for an approved photo, video and written review. You must have a registered account to submit reviews for credit. Please note that store credit will only be offered for the first 3 unique reviews of each review type (text, photo, video) on a given item. Additionally, each customer may receive store credit on up to 500 reviews. You may continue to submit reviews after the first 500, however, store credit will no longer be issued. To learn more or to submit a review, please visit the My Account page, log in, and click on the Review tab.
How do I use My Account? The My Account section of Hospitality can be used for a variety of things: changing your user information, checking a current order's status, and viewing past orders. To access the My Account section, while either shopping or viewing the main page, click on My Account at the top of the screen. In order to use the My Account feature you must be a registered user.
I forget my password. How can I retrieve it? You can visit the Password Reset page to have an email sent to you to reset your password.
What are the benefits of creating a registered account? Registration is not mandatory to complete checkout. By registering you receive the following benefits:
- Access special sections of the site, such as the My Account section, where you can track current orders, view previous orders, add items to a "Wish List", and update your billing and shipping information.
- Reorder quickly by browsing through items you’ve purchased in the past with our Rapid Reorder feature.
- Upload tax forms, create a return, create your own quote, and upload images.
- Submit product reviews to earn up to $16 per item reviewed in store credit under the “Review items I've purchased” section of your account.
All of the information we receive from you in the registration process is transmitted over and stored on a secure server. You can only access your information after logging in with the unique e-mail and password combination you created during registration.
Checkout
How do I place an order? To place an order, add the items you wish to purchase to your shopping cart. On the cart page, just below the subtotal, you will find our Shipping Calculator. Be sure to correctly choose "business" or "residential," enter your zip or postal code, and then click "Calculate." This will provide shipping costs for the items in your cart. Continue with checkout by selecting either "Proceed to Our Secure Checkout" or "PayPal Checkout" and follow the prompts provided.
What is my Cart ID and where can I find it? Your Cart ID is a six digit series of letters and numbers that uniquely identifies the item(s) in your cart. This ID is found at the bottom of the side bar on the right side of the page. If you have questions regarding items in your cart, please provide this ID for the Customer Solutions Specialist helping you.
Why can’t I proceed through checkout or make any changes on the cart page? When this occurs, we first recommend clearing your cookies and cache for ALL history. If this does not help, we recommend using a new and/or updated browser (such as Google Chrome or Firefox).
Why does it say multiple credit cards attempted? This will occur if JavaScript is disabled. To resolve the issue, we recommend enabling JavaScript. If your employer has this blocked and you cannot enable, you can opt out of selecting a saved credit card and manually enter the information instead.
Why does it say there are multiple cart windows open? This can happen when the cart page is open on too many separate tabs or browser windows. The site is not able to recognize which items you would like to proceed with through checkout. We recommend closing any extra tabs or browsers with an open cart page before moving forward with the checkout process.
Why does the popup say my shipping address cannot be verified by FedEx? This pop up window will appear if our address verification system does not immediately recognize the address provided. To proceed, simply select the suggested address provided or select “I wish to continue with the address I entered.”
Company
Do you have a store location I can visit? We are solely an online company so we do not have any store locations.
Do you provide donations to charity organizations? We receive many requests for donations to benefit organizations throughout the country. While they are all worthwhile causes and we appreciate the request to support, we are limited in the amount of giving we are able to provide. There are local organizations and charities we support each year in the areas surrounding our corporate and warehouse locations. Regretfully, we are unable to grant requests from our customers.
How do I contact a Customer Solutions Specialist? Our Customer Solutions Specialists are available 24 hours a day from Monday through Thursday, from 8 a.m. to 8 p.m. on Friday, and from 9 a.m to 4 p.m. EST on Saturday and Sunday. We can be reached by e-mail (help@hospitality.com), Live Chat, or phone to answer any questions you may have!
How long has Hospitality been in business? Hospitality has been in business since 2004. Please visit the About Us page to learn more about our company!
What is your phone number? Before contacting us, please search our Frequently Asked Questions to see if your question has already been answered! If you have any further questions, our Customer Solutions Specialists are available 24 hours a day from Monday through Thursday, from 12 a.m. to 8 p.m. on Friday, and from 9 a.m to 4 p.m. EST on Saturday and Sunday. We can be reached by e-mail (help@hospitality.com), Live Chat, or phone to answer any questions you may have!
Orders
Can I add to or modify my order? Once your order is placed, we cannot guarantee that it can be modified or cancelled. If you wish to modify your order, please contact us as soon as possible.
Can I cancel my order? Once your order is placed, we cannot guarantee that it can be canceled. If you wish to cancel your order, please contact us as soon as possible. If you are a registered user, visit your “My Account” page and view your pending orders to see if immediate cancellation is possible.
Can I receive text message updates about my order? Registered customers can sign-up for 'Shipment Updates via Text' in their account settings to receive an SMS text message when packages are out for delivery, delivered or encounter a problem. Text messages will be sent for all packages shipped after you complete the sign up process. This service may not be available and/or may not include tracking for packages that are shipped directly from one of our manufacturers.
Text messages may also be sent when there is an urgent need for information to continue to process your order. These situations could include (but are not limited to):
• Payment processing errors
• Expedited order delays
• Confirmation of order details
• Delivery requirements
Text frequency based on user orders. Message and data rates may apply. Customers may opt-out at any time by sending STOP to (717)288-7303 or unsubscribing in their account settings. (Note: if you texted STOP but would like to restart, text START, and make sure your number below is correct.) Responses are unable to be received via text.
Our participating carriers include (but are not limited to): AT&T, SprintPCS, Metro PCS, T-Mobile®, U.S. Cellular®, Verizon Wireless.
Do you offer installation services for equipment purchases? We do not offer any installation services for equipment purchased through our site. To be sure everything goes smoothly when it comes to installing your new equipment, please consult our handy Equipment Installation Checklist prior to finalizing your order.
How can I check the status of my order? Please visit the Track Your Order section of our site or, if you are a registered user, you may log into your account and go to the My Orders section to check the status of your order.
How can I get a receipt or copy of the invoice for my order? You will be e-mailed a copy of your invoice once your order is placed and after the order ships from our warehouse. To obtain another copy, log into your account and go to My Orders. You will see an option to “Download Invoice” or “Email Invoice” for each order you’ve placed. If you do not have an account with us, please contact a Customer Solutions Specialist to request a copy via email.
How do I set up an Auto Reorder on my account? While logged into your registered account, go to the product page for the item you wish to purchase. Above the Add to Cart button, you will see the option to turn on Auto-Reorder and select the automatic shipment frequency that is convenient to you. If you would like to combine several products on a single Auto Reorder, visit each product page and turn Auto Reorder to the ON position, choosing “Add to an Existing Auto Reorder”. To view or edit existing Auto Reorders on your account, go to your My Account page and select Orders, then Auto Reorder along the left-hand sidebar.
How long will it take for my order to arrive? In stock items usually ship within 1-2 business days.
- For orders that are shipping Ground via FedEx, click here for a map that will show you what the typical transit time to your location is via FedEx Ground service.
- For orders that will ship via common carrier, the transit times are the same with a 1 to 2 day variance possible.
How will I receive updates about my order? As an e-commerce company, our primary form of communication is email. All order updates will be sent to the email address used when the order was placed. For this reason, please be sure to provide a valid email address when placing your order.
I need to have my order by a certain date. How can I be sure that it is in stock? In-stock items generally ship in 1-2 business days. For items shipping from the manufacturer, estimated processing times are listed on the item’s page. If you have a time constraint on your order, please feel free to contact us before placing the order and we’ll be happy to check availability for you.
I received an item that is different from what I ordered. What should I do? If you believe you received the incorrect product, please keep the item(s) unused and in the original packaging and reach out to our Customer Solutions team. They will work with you to reship the correct item or offer a refund. We may require a picture of the incorrect product you received and will cover the cost of return shipping for that item.
Is there a minimum order requirement to purchase from your site? There is no minimum order requirement to purchase from our site. We accept all orders large and small!
Item(s) in my order are missing. What should I do? Great care is taken when packing your order, but on rare occasions an item may have been missed. If any part of your order is missing, please contact us within 5 business days of receiving your order so we can find a solution for you!
***If your order shipped via Common Carrier, please read carefully!***
If any item or packages are missing, you MUST do the following:
- Note it clearly on the delivery receipt before signing it
- Keep your copy of the delivery receipt
- Contact us within 1 business day
While we do our best to avoid this, part of a shipment can occasionally go missing during transit and we must go to the carrier company to start a trace for the missing items or receive reimbursement if the items are ultimately deemed lost. By signing the delivery receipt you are taking responsibility and ownership for the shipment in the condition noted. If part of your shipment is missing and you did not note this in any way on the delivery receipt, we CANNOT guarantee any compensation or replacement of the missing items.
What is an Auto Reorder? Auto Reorder saves you time and money by automatically sending you go-to products at an interval of your choosing. Select items are eligible if the Auto Reorder feature is displayed on their product pages above the Add to Cart button. For each subsequent automatic shipment, you will receive a 25% shipping discount.
What is the Rapid Reorder feature? The Rapid Reorder feature of Hospitality allows registered users to view a list of items they have purchased in the past, as well as add these items to their cart. This feature makes it easy to find and order the items that you need the most. In order to use the Rapid Reorder feature you must be a registered user.
The process of adding items to the cart from the Rapid Reorder page is slightly different than other pages where you can add items to the cart. For starters, you must be logged in to view your personalized list of products. After you have started to shop and have logged in, click on Rapid Reorder at the top of your screen. In order to add items to your cart from the list of products, enter the quantity of each item in the list you would like and then click on the "Add to Cart" button at the bottom of the list. If you have more than 10 items on your Rapid Reorder list, click on the "Next" and "Last" links to view more.
Why is my order on hold? To ensure our customers’ safety online, all orders go through security checks before we start processing them. Please keep this in mind while ordering, as there may be a slight delay before processing for a small percentage of orders. If additional information is needed to help ensure the order’s validity, we will reach out via email.
Will my whole order come in one shipment? To save you the hassle of handling multiple shipments, we will make every attempt to ship your order in one shipment. If multiple shipments of your order are required, we will send you tracking information for each separate shipment to help track your order. When split, the full amount of the shipping costs will be charged in the first shipment. If you want part of your order sent with expedited shipping and the other part sent using standard ground shipping, please place two separate orders.
Payment
Can I apply for a lease before placing my order to see how much I am approved for? Yes, you can access Quick Spark’s application by clicking here. You can also contact them by email at info@quickspark.com.
Can I pay for my order using PayPal? We accept payment via PayPal on our website as an additional payment option. A major credit card is still required to complete the transaction, as we do not accept gift cards, store cards, or account credits associated with your PayPal account. To pay by PayPal, log into your account by choosing this option on the Shopping Cart, and then select the major credit card registered with your account.
Can I pay for my order with Apple Pay? Yes, you can pay for your order with Apple Pay as long as our site is accessed from a compatible device which includes iPhones -6.0 + with iOS 10+ and Macs. To place your order with Apple Pay, click on the Checkout with Apple Pay button at the bottom of the Shopping Cart page. This will take you through the checkout to place your order using this payment method.
Can I pay with a pre-paid credit card? Yes. We are able to accept most prepaid credit cards as long as the card has been registered with a billing address. Only a single credit card may be used to process the order.
Do you accept orders via phone or fax? We are not able to accept orders via phone or fax. All orders must be placed online through our secure server.
Do you accept purchase orders? While the Hospitality does not accept purchase orders as payment, we do offer Net 30 terms through a third party company, Blue Tarp. For more information on this payment option and how to qualify, login to your account and proceed to the Account Dashboard to find the Net 30 terms on the left side of the Dashboard.
Do you lease or finance any of your equipment? We offer leasing as a method of payment if an order has a subtotal of at least $1,000, is comprised of at least 60% equipment, and is being shipped to a location within the United States. We primarily work with a third party leasing company, Quick Spark. We cannot cancel, modify, or accept returns on leased items after the contract is signed. If you are looking to lease with an outside leasing company other than Quick Spark, please contact our Payments department at Payments@hospitality.com.
How do I place an order to pay by check/wire transfer or ACH? In order to pay by check, money order, ACH, or wire transfer your order must be over $500 to qualify. Next, add all of your items to your Shopping Cart and proceed through the checkout process. On the Review & Payment screen, click the “Alternative Payment” button. Your order will be placed on hold, and you will receive an email with an invoice and information on where to send the payment. Please do not send your payment prior to placing your order. Once your payment has cleared, the order will be released to process for shipment. Personal checks are processed on Mondays and Thursdays and will be held for 5 business days from when they are processed while they clear. A holding period is not required if a certified check is provided but will still be processed Mondays and Thursdays only. All other alternative payment orders will be released as soon as the payment is received, with a minimum of 1 business day delay to receive payment.
How do I place an order to pay with leasing? To place your order and apply for leasing with Quick Spark, select the Leasing option on the Shopping Cart page before proceeding through checkout. Once you submit the order, it will be placed on hold, and you will be immediately prompted to fill out the leasing application. You will be notified within hours if you have been approved. If you are looking to lease with an outside leasing company other than Quick Spark, please contact our Payments department at Payments@hospitality.com.
Is my credit card and personal information secure when I order from your site? Here at Hospitality, it is our top priority to ensure your personal information is secure! To do this we employ the best security available on the net for transmitting your personal information: SSL. SSL safeguards your information and guarantees your privacy while ordering through our site. You can see SSL is being employed by the lock icon at the bottom of your screen and the 'https' in the address bar, as opposed to the 'http' that is normally there.
What currency are prices listed in? All pricing is listed in U.S. dollars ($) on the website. When ordering outside of the United States, the funds captured for an order will be converted to the local currency of the ordering country on your credit card statement. The rate of exchange is locked in when your order ships, not when the order is placed. Credit card companies may also charge a currency conversion fee. Please contact your bank for further details.
What happens after my leasing application is approved? Pending approval from Quick Spark, a leasing representative will contact you directly to discuss the terms and payment options for your lease. After agreeing to the terms, Quick Spark will typically collect one month’s payment as a down payment. Quick Spark will provide us with the funds for the order, and it will be released to process for shipment, typically within a few business days. Please note, we cannot cancel, modify, or accept returns on leased items after the contract is signed. If you are looking to lease with an outside leasing company other than Quick Spark, please contact our Payments department at Payments@hospitality.com.
What happens when my lease ends? The terms at the end of your lease will depend on your credit rating. Many of our customers who lease with Quick Spark can qualify for a lease to own option, or a $1 buyout. We recommend that you discuss your options with Quick Spark in detail. They can be reached at info@quickspark.com. If you are leasing with another company, please contact your leasing company directly.
What if I have questions about my leasing order, equipment, or lead time? Please email our Customer Solutions Department at help@hospitality.com or Live Chat with us.
What lease rates and terms are available? Quick Spark has options that will allow you to select a lease term ranging from 12-48 months. They also offer end of terms options such as: $1 buyout, Lease to Own, Fair Market Value leases, etc. The options are dependent on your credit rating and will be discussed with you prior to signing your leasing contract. If you are leasing with Quick Spark, you can reach them at info@quickspark.com for further information on what is available to you. If you are leasing with another company, please contact your leasing company directly.
What payment methods do you accept? We accept all major credit cards including MasterCard, Visa, American Express, and Discover. In addition, orders can also be paid for with Apple Pay and PayPal by selecting this option on the Shopping Cart page. We also accept alternative payment methods including check, money order, wire transfer, and ACH transfers for orders with an order total of at least $500. We offer leasing for orders with an order total of at least $1,000. And lastly, we offer Net 30 terms through a third party company, Blue Tarp.
What will I need for the leasing application process? We recommend having the following information ready to fill out your application:
- Lessee's social security number
- Shipping address
- Business information
When will my card be charged for my order? Your card will be charged in full once the first item(s) on your order ship. When you place an order on our website, an authorization is placed on your bank account for the amount of your order. An authorization is a communication from your bank to our payment system letting us know your card is valid and the required funds are available. These authorizations may show as “pending” on your bank statement until the funds are captured. If your order has an extended lead time, a member of our Payments team may reach out requesting to charge the card in advance to avoid losing the authorization.
Will there be sales tax on my order? What if I’m tax-exempt? Sales tax will be charged on orders shipping to the states of Alabama, Arkansas, Arizona, California, Colorado, Connecticut, Florida, Georgia, Hawaii, Idaho, Illinois, Iowa, Indiana, Kansas, Kentucky, Louisiana, Maine, Maryland, Massachusetts, Michigan, Minnesota, Mississippi, Nebraska, Nevada, New Jersey, New Mexico, New York, North Carolina, North Dakota, Ohio, Oklahoma, Pennsylvania, Rhode Island, South Carolina, South Dakota, Tennessee, Texas, Utah, Vermont, Virginia, Washington, Washington DC, West Virginia, Wisconsin, and Wyoming. If you are tax-exempt and shipping to one of these states, visit your My Account page and select Upload Tax Exempt Form to upload your exemption form for review.
Privacy
Are off-site links you provide safe? Because one of our goals is to provide helpful foodservice information, we may redirect you to external websites. We are not responsible for the privacy practices or content of other websites. If you have any concerns, we recommend reading that site’s privacy policy.
Do you share any of my personal information with outside companies? We use third party providers to ship orders and to process credit card transactions. We only provide these companies the appropriate and necessary information. They do not store, share, or retain this information in any way.
Does Hospitality collect any information about me while I'm on the site? Hospitality is the sole owner of the information that is collected from customers on this site. We do not share any information about you with third parties in any way. Customer information is used by the Hospitality Store to:
- Process orders
- Provide a personalized shopping experience for registered customers
- Send e-mail newsletters full of specials and helpful information to those who opt to receive them
- Monitor traffic patterns to improve our site's functionality and user-friendliness
What does Hospitality do to ensure my security while shopping online? At Hospitality, security and privacy are top priorities. Our site uses HTTPS and is encrypted in-transit to safeguard your personal information. The site and our datacenter maintain Payment Card Industry (PCI) compliance and we do not store your credit card information. Hospitality.com is also scanned regularly to ensure the safety of our customer data.
Why do I need to have Cookies enabled to shop on your site? Hospitality uses cookies to uniquely identify each customer. A cookie is a file that is placed on your hard drive by the web browser. Cookies do not divulge any personal information about you; they are solely used as an identifier. On our site, cookies allow us to keep track of things like what is in your shopping cart and when you are logged in. In order to shop on our site, you must have cookies enabled.
To find out how to enable your cookies, click on the link below that corresponds with your browser type and follow the instructions!
Google Chrome
Internet Explorer
Mozilla Firefox
Safari Microsoft Edge
Products
Can any of the products you sell be customized? Select products on our site are able to be customized and are designated by a special banner on their page. You can also see a full list of customizable products at our Customizable Supplies page. These products typically have order minimums, extended lead times, and fees associated with them. Customized products are non-returnable.
Do you offer samples? Hospitality does not offer product samples. We recommend purchasing the item in smaller pack sizes, when available, before committing to a larger order. Sometimes our manufacturers will send out samples of select products to commercial customers. Please contact Customer Solutions to see if a sample request can be sent to the manufacturer for the item(s) you’re interested in.
Do you sell used equipment? We do not sell used equipment. If you are looking for discounted equipment, please visit the Outlet page to view our scratch and dent inventory and learn more about our Outlet Policies.
Is there a warranty available for the items I’m purchasing? If a warranty is available for an item, the details of the warranty can be found as a downloadable PDF labeled “Warranty” on the item’s page. All warranty claims are handled based on the manufacturer’s warranty policy. For items being used internationally, please confirm if the warranty is valid in your area.
What are Compatible Models? Compatible Models are listed as applicable and kept as accurate and up-to-date as possible. If you have any questions or concerns, feel free to contact a Customer Solutions Specialist before placing your order.
What are Equivalent Items? Equivalent items and any associated illustrations or descriptions are presented for your reference. These are items which, based on available manufacturer information, are suitable replacements for the stated original item. These equivalent items are not necessarily authorized, sponsored, or endorsed by the manufacturer of the stated item, or by the manufacturers of equipment compatible with the stated item; any OEM names mentioned are registered trademarks.
What does it mean if a product is listed as Special Order? In order to maximize the products we’re able to offer to you, some items on our website are not normally stocked in our warehouses. These items may be shipped directly to you from the manufacturer, or brought into our warehouse with our next stock order from the manufacturer and then shipped to you.
These items are marked "Special Order" underneath the price on the item's page. Please understand that Special Order items may not be able to ship within 1-2 business days like our regularly stocked items. As a result, we encourage you to contact a Customer Solutions Specialist prior to ordering if you have questions about the delivery time of a Special Order item!
What if I can’t find the item I’m looking for on your website? Let us know! We want to be a one-stop-shop for all of your restaurant equipment and supply needs. We may be able to help you find what you’re looking for and we are always willing to listen to your suggestions for product additions on our site. Many of the newest products being added to our site are a result of our customers’ suggestions. You can utilize the live chat feature on our website or send an e-mail to help@hospitality.com and let a Customer Solutions Specialist know how we can help you get the items you need.
What is a "You May Also Need" item? "You May Also Need" items are products that are guaranteed to work with the item you are viewing, such as lids that will fit a cup or casters that will fit a piece of equipment. If an item is not listed in the "You May Also Need" section on a particular product page, then we do not guarantee that it will work with the product you are viewing and do not recommend that you purchase them for use together. If you have any questions or concerns, feel free to contact a Customer Solutions Specialist before placing your order.
Returns
Can I return consumables? We are unable to accept returned consumable products. This allows us to ensure the products are good to use, untampered with, and have adequate shelf life.
Do you charge a restocking fee? A restocking fee will be deducted from your return credit to cover the cost of processing the items back into stock. This fee is 20% of the item(s) cost for commercial locations and 30% for residential locations.
How do I exchange an item? While we're unable to exchange items, we can set up a Return Authorization so you can return the items you no longer need and place an order for new items.
How do I return an item? To create a return, you can log into your account online, click on "My Orders", then select "Return Items". You can then select the items you'd like to return. If you do not have a registered account, please contact one of our Customer Solutions Specialists to set up a Return Authorization for you.
What is your return policy? All regularly stocked items, with the exception of consumable products, can be returned within 30 days of receipt, so long as they are unused and in the original packaging. A return credit will be issued to the original payment method upon receipt and inspection of the product(s). Shipping charges paid at the time of checkout will not be credited along with the return. An applicable restocking fee will be deducted from the amount due. Customers are responsible for the cost of return shipping. This includes any brokerage fees, duties, and taxes for international returns.
If your original payment method was made by wire, check, or ACH you will be offered store credit or a check refund.
Return requests for Special Order products and products shipped direct from the manufacturer must be issued by our Customer Solutions Specialists. Not all Special Order items can be returned.
Sales Tax & Exemptions
Can I be approved for tax-exemption without a registered account? Your tax exemption cannot be automatically applied to orders without a registered account. Before you can upload your tax exemption documents, you will need to create a Hospitality account. You can register for free by clicking here My Account.
Can I upload multiple tax exemption forms to my account? Yes, you may upload more than one tax exemption form to your account. Please note that documents must be uploaded one at a time. If you are applying for tax exemption in multiple states, please be sure to select the appropriate state in the drop-down menu next to the document uploader for each form that you submit.
Guest Room Furniture
Public Areas Furniture
Buffet Stations
Banquiting Furniture
Artworks & Accessories
Carpet / Area Rugs
Fabrics
Flatware
Tableware
Glassware
Buffet Display
Banquet Furniture
Bed & Bath Linen
Guest Amenities
Central Kitchen
Apartments Kitchen Cabinet
Cookware & Utensils
Network Solutions
CCTV & NVR System
Hospitality TV & Digital signage TV
Hospitality Access Control
Table Tops
Bar Stools
Computer & IT
