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Return Policy

Here at Superior Equipment, 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 14 days of delivery as long as it is unused and in the original carton, 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 & credited.
  • All non-defective merchandise returned for credit must be unused and in the original packaging.
  • Return policy on Small wares, Janitorial and Packaging: All in-stock merchandise may be returned within 14 days. Please call your salesperson with the invoice number, date of purchase, item no. & quantity you want to return. All products must be unused & in their original carton. A 25% restocking charge will apply to all returns after 14 days plus the return shipping charges if accepted by Superior.
  • Custom Packaging: Plate Charge: We will gladly custom print many of our items for you. Our sales staff will be happy to quote plates for your custom design, as well as minimum quantities etc.
  • Overrun/Under Run Policy- On custom print items industry standards permit + or – 15% (i.e. an order of 5000 labels may be shipped and billed at 5750 or 4250) orders under run by 15% will be considered complete. You will be billed for the actual amount shipped.
  • Merchandise must be returned within 14 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.

Exclusions

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

  • All special order items
  • All custom printed items
  • All closeout items
  • All specialty food items
  • All types of aerosol cans
  • All hazmat products
  • All international sales

Requirements

For any exchange or return, we need the original invoice or a record of the purchase in our system. The product must be in its original condition, including the box, UPC bar code, packaging and all accessories. A Return Authorization (RA) number must be obtained from Superior Equipment and Supply Customer Service via phone or email prior to return. Merchandise shipped to us without a Return Authorization (RA) number will be assessed a 25% re-stocking fee to be deducted from any refund amount. No items that have been used, custom manufactured or made to order may be returned. Non-defective products returned for exchange or refund is subject to a 25% re-stocking fee if returned opened or in a non-factory-sealed box. Products returned in new and unopened condition will receive a full refund, less restocking and shipping charges with the exception of special order items that are not subject to returns.

Shipping Costs

Round-trip shipping charges will be the responsibility of the customer on orders shipped by Superior Equipment in good faith and are returned to us due to incorrect shipping information supplied by the customer. Charges related to shipping, delivery and/or installation are nonrefundable after the services have been performed. All shipping and insurance costs of the original order, the returned item(s), and any exchanged item(s), are the responsibility of the customer in all cases, except those in which Superior Equipment committed a shipping or order error. If you choose not to insure your package, and we do not accept return of the product, you will be responsible for any loss or damage. In cases where a product is claimed to be defective or has been shipped in error, Superior Equipment will arrange for return shipping. Contact Customer Service for assistance. Should Superior Equipment pay for return shipping due to a defective product claim, and the product, upon receipt by Superior, is determined to be non-defective and in proper working order, shipping charges will be deducted from any credited amount on the item.

Special Orders

Products designated as “special order” items must be paid in full prior to shipping and are not subject to cancellation. Please note that special orders are usually processed within 1 day of placing the order. There is no re-stocking fee on special orders cancelled before processing before shipping. A 50% re-stocking fee will be charged on special orders cancelled after processing but prior to shipment. Special orders cancelled after shipment is subject to a 75% re-stocking fee plus the cost of shipping. Custom-manufactured special order items are not returnable. All commercial equipment, be it food service or otherwise, is considered special order.

In-Store Returns

Any product purchased online (except special orders) may be returned to Superior Equipment’s location in Milwaukee, WI provided that the product meets the requirements detailed above. Please be sure to bring the Superior Equipment and Supply invoice, the credit card used to make the online purchase and a form of personal identification. Please note that the decision to accept or reject your return, offer repair service, assess a re-stocking fee, and/or refund with store credit is at the sole discretion of the store manager. Returns for purchases made using a Superior Equipment and Supply Gift Card must be made in person at our store. The credit refund will be processed immediately and issued on a new Gift Card.

Refunds

Upon acceptance of the merchandise in conformity with our Return Policy requirements, the purchase price will be refunded (less re-stocking fees, if applicable) using the method of original payment. Note that credit card refunds will only be issued to the original card that was charged for the purchase. Once the returned product is accepted by Superior Equipment and Supply, allow 14 days (not including delivery time for mailed refunds) for the processing of your credit. Individual bank or financial institution policy will determine when the refund is actually credited to your account. Returns for purchases made using a Superior Equipment and Supply Gift Card must be made in person at our store. The credit refund will be processed immediately and issued on a new Gift Card.

Fees and Additional Charges

 Non-defective products returned for exchange or refund is subject to a 25% re-stocking fee if returned opened or in a non-factory-sealed box. Products returned in new and unopened condition will receive a full refund, less shipping charges if returned within 14 days of receipt. Additional charges may be may be assessed for products returned with any missing or broken items such as manuals or accessories. We will reimburse you for your original shipping expense on any product returned for a refund which we verify to be defective. Products determined not to be defective, or having been used in a manner against the manufacturer’s recommendations or outside of normal use, will not be credited and the item may be returned to you at your cost.