Shipping & Handling

Online Purchases

For online purchasing, Vortex Restaurant Equipment utilizes UPS Couriers, a well-known and respected delivery company. UPS will deliver your equipment to your door with charges, which reflect the dimensions, weight, and distance to travel of your equipment. This charge can be seen prior to final checkout.

All shipping charges are calculated based upon the dimensions, weight, and freight class of the item(s), plus the postal code of your shipping destination. Our shipping system communicates electronically with the freight carriers to calculate the shipping costs. Due to their weight, many items may require a power lift gate on the transporting truck. If you choose this option, there is an additional cost.

We work in conjunction with a local transport company, which can deliver your equipment providing you with a number of options:

A: Standard Delivery: Delivery is reasonable to expect to your accessible point of receiving such as a loading dock or deliveries’ entrance.

B: Lift Gate Delivery: The Lift Gate Delivery option provides for consignment of the freight shipment to a vehicle with a power lift gate. The power lift gate allows the driver to lower the freight item(s) from the back of the truck to the ground. This does not include bringing the shipment inside your location.

Vortex Restaurant Equipment may offer free freight on specific products if indicated as so within the product’s description. If applicable, the free freight applies only to shipping within the 10 provinces across Canada and includes only Standard Delivery.

In-Person/By Telephone Purchases

Once you have purchased your equipment, Vortex Restaurant Equipment can arrange for shipping – be it local or long distance. We work in conjunction with a local transport company, which can deliver your equipment providing you with a number of options:

A: Standard Delivery: Delivery, as close as can be reasonably expected, to your point of receiving.

B: Inside Delivery: Delivery inside to a designated area. Should delivery to that area have stairs, elevators, or a tightly congested space, there will be an additional charge.

C: Designated Delivery: Delivery inside to a designated area including unboxing and taking away the packaging.

D: Delivery with Removal: Inside delivery as well as the removal and environmentally responsible disposal of your unwanted equipment. There is an extra charge for this service.

Each option has its own very reasonable pricing. Of course, you can always arrange to pick up your equipment from our store at no charge.

For long distance delivery, that is, outside the GVRD (including out of province), Vortex Restaurant Equipment utilizes a well-established logistics company which will arrange for ‘to your door delivery’ usually within two to three business days.

Damage Policy

If any equipment or item(s) of your order are damaged, you may either refuse the delivery or accept the shipment then submit a freight claim to the freight carrier company. Please inspect the delivery prior to signing off with the transporter. Damage noted after such time may not be claimable.

If the damage found seems minor or cosmetic only, it may be possible to repair or swap out damaged components. You must contact Vortex Restaurant Equipment immediately, as well as telling the driver you may be submitting a freight claim for damages. The transporter will provide instructions for how to submit a freight claim to their company.

If you are going to accept the shipment and submit a freight claim, you must note any and all damage on the bill of lading or receipt of delivery while the driver is physically present. You must be as specific and complete as possible when writing the description of the damage. You must state if the damage is on the outside of the packaging or if it was on the actual equipment or product(s) that you have unpacked in front of the driver.

NOTE: It is strongly suggested that you take photos of any and all damage that is found so that you can provide these for the freight carrier’s claim inspector. Do not throw away any of the original packaging or packing material.

If you find damage on any item after the freight driver has left your location, you will be unable to claim that the item was damaged while in the freight carrier’s possession. Once you have signed for your shipment, any damage now noted on the item(s) are your responsibility.

You have the option to refuse delivery of the shipment if any package(s) or item(s) are found damaged or if Vortex Restaurant Equipment has shipped incorrect item(s). There is no fee or cost for refusal if the shipment was damaged in transit or if it was an Vortex Restaurant Equipment shipping error. Record the reason for refusal on the Bill of Lading / Receipt of Delivery and return it to the Freight Driver.

NOTE: If, for any reason, a shipment is placed in storage under your control and is damaged while in storage, you will not be able to submit a claim for damages to the freight company or Vortex Restaurant Equipment.

You will be responsible for all costs associated with refusing to accept a shipment excepting damage in transit or shipping error. This will include full freight charges and fees for delivery as well as a 25% restocking fee.

If you refuse a shipment for any reason other than damage or incorrectness of order, please contact Vortex Restaurant Equipment by the end of the next business day.

Redelivery/Storage Fees

If, for any reason, you are not able to accept a delivery at a mutually and previously agreed upon delivery time, you will be charged for that delivery, the subsequent re-delivery, and any storage fees which have been applied to the equipment in the interim.