Shipping Policy
Mission Restaurant Supply strives to excel in Customer Service. We do our best to ship all orders received during normal business hours (Monday through Friday 8:00 a.m. - 5:00 p.m. CST) the same day! Orders received after hours will ship the following business day. In the event of a delay of more than 48 hours in your shipment (standard stock items), we will notify you immediately.
Unfortunately we have no control over the shipment of made to order, non-stock, and special order items so the date of your shipment will vary beyond our control.
Shipping Methods
We ship most of our orders via UPS. Fed-Ex is used as a secondary shipper or upon request. If an order exceeds UPS's or Fed-Ex's weight limit of 150 Lbs. and/or size limit, your order will be shipped by a freight company. In this case a customer service representative will contact you and provide you with the best possible quote on shipping costs.
Shipping Charges
All shipping charges are based on weight and shipping zone figured in real time using UPS's database. Please understand due to packaging weight or multiple boxes not being factored into your original freight quote, your shipping charges may differ slightly. If the difference is greater than 15%, we will call you for an approval before processing your order.
Orders shipped via common carrier are dock or curbside delivery ONLY and do not include "Lift-Gate", "Inside Delivery", or any other special services unless otherwise specified.
Handling Charge
Due to the cost involved in assembling your orders and packaging materials, all orders will incur a $7.00 handling charge unless otherwise stated. The $7.00 handling fee will be included in the U.P.S. shipping charge.
Shipping Locations/Split Shipments
Most orders will ship from our distribution center located in San Antonio, Texas. In the event a product is unavailable at this location, or if you are located near one of our other branches (Austin or Corpus Christi), we may opt to ship your order from either location.
If your order is unable to ship complete from any one location, we may ship your order from multiple locations rather than hold your order.
Tracking Your Order
Mission Restaurant Supply's web site features an online tracking tool that enables you to track your order any time you wish. All you need is your order number and the e-mail address you used to purchase your order. To track your order now, click here.
To track truck freight shipments, please contact Customer Service via e-mail info@missionrs.com or toll free at 1-800-319-0690.
Damage Policy
All of our orders are packed accordingly with fragile shipments packed especially well. Unfortunately there are occasions when orders may become damaged in transit. Mission Restaurant Supply will not be responsible for orders damaged in transit.
You should:
1. Always inspect all packages thoroughly before signing for your shipment.
2. Always refuse packages that have visible damage.
3. Freight companies are responsible for inspecting items before picking up a shipment from us. When freight carriers sign for items they pickup from us, they are indicating they are receiving the items in good condition from us unless otherwise noted on the freight bill. By signing your name on the freight bill, you are indicating YOU ARE RECEIVING YOUR ORDER IN GOOD CONDITION unless you state otherwise on the freight bill. Therefore it is critical that you inspect your shipment for any damages before signing for your order. Once you sign for your shipment (even if you sign for it "Damaged", "Subject to Inspection", or make any other notes on the freight bill) you will need to file a freight claim with the carrier for any compensation and Mission Restaurant Supply will not be responsible for the outcome of your freight claim.
4. If you follow the above steps and "REFUSE" a damaged item in your shipment we will gladly re-ship/replace the item at no cost to you once we confirm with the carrier that the item is coming back.
If you fail to do any of the above, you will need to file a claim with the LTL Freight Company, UPS, etc. and Mission Restaurant Supply will not be responsible for the outcome of your freight claim!
Refused Shipments
You "The Customer" will be responsible for FULL FREIGHT charges going both ways and a 20% re-stocking fee for shipments that are refused for any reason other than the shipment was damaged in transit (this does not include shipments damaged while in storage - see our "Storage Fees" policy below) or shipping errors were made on the part of Mission Restaurant Supply. In addition, if your order was not damaged in transit to you and no errors were made on the part of Mission Restaurant Supply and you refused your order, you will be responsible for any freight damages on the return shipment if any are incurred.
Chargeback's/ Canceled Payments Due to Damaged Shipment
If you fail to follow the procedures indicated in our "Damage Policy" and decide to file a chargeback or cancel your payment with us, you will be responsible for full freight charges going to you and will need to make arrangements to have the item returned to us at your expense. In addition, you will be responsible for any damages incurred in the shipment going to you and coming back (if any) and a 20% re-stocking fee. Remember, once you sign the freight bill (damaged or not), the items belong to you. Therefore we will still bill you for the damages and you will need to file a claim with the carrier if you wish to be compensated by the trucking company for repair of the damages and we will not be responsible for the outcome of your freight claim. Your actual refund amount will be decided once we receive the item back and repairs are completed.
Storage Fees
If you make arrangements with a carrier to store your order for any amount of time other than the standard transit time, please note the carrier reserves the right to bill you storage fees. In some cases the carrier may bill Mission Restaurant Supply, if this occurs, Mission Restaurant Supply reserves the right to bill the charges to you "The Customer". In addition, if your order is stored for any amount of time other than the standard transit time, you "The Customer" will be responsible for damages incurred during storage and if you decide to keep your order, our "Damage Policy" will be in effect or if you decide to refuse your order our "Refused Shipments" policy will be in effect.
Returns
There will be a 20% re-stocking fee applied to all items that are refundable (non-stock, made to order, and special order items are non-refundable). Freight charges are not refundable. Products cannot be returned without prior authorization of a Mission Restaurant Supply Customer Service representative. If for any reason you wish to return or exchange an item or your entire order, please contact us via e-mail returns@missionrs.com or toll free at 1-800-319-0690.
To receive a credit (with the exception of freight charges), items must be returned freight prepaid within 30 days of receiving your order, unopened, and in the same condition we shipped it to you.
Exchanges
If you prefer to exchange an item, please contact us toll via e-mail returns@missionrs.com or call us toll free prior to returning the merchandise. Once the returned item is received, we will process your new order and issue a credit for the price difference between the returned item and the replacement item or bill you for the difference (with your approval). All shipping charges involved will be the responsibility of the customer. Special Order, Made to Order, and Non-Stock items do not qualify for exchange as these items are Not Returnable.
Special Order Returns
Special Order, Made to Order, and Non-Stock items are Non-Refundable.
Liability
Prices and specifications subject to change. Not responsible for Typographical Errors.
For your security, please ship all returned merchandise through an insured carrier like UPS or Federal Express. Mission Restaurant Supply will not be held responsible for any items being returned that are lost or damaged.
Ship Returns and Exchanges to:
Mission Restaurant Supply
Webstore Return
1126 S. St. Mary's
San Antonio, TX. 78210
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