Prima Supply Shipping Policy

Prima Supply: Shipping Policy

Welcome! You have arrived at our shipping policy page, either because you are lost, in which case you can return to shopping for equipment and supplies, or because you just got a great deal on Prima Supply | Restaurant Equipment & Restaurant Supplies | Free Shipping and want to know how fast your package will be arriving. In this scintillating policy we will take the guess work out of the shipping process and demystify the terminology used so that you can understand our shipping process and what to expect from the moment you order to the day your package arrives.

Want a rundown of how we do freight delivery? Watch and learn:

Liftgate Delivery

Receiving your shipment

Small package/parcel:

Small packages weighing less than 70 pounds, and measuring less than 72 inches on the longest side, will ship via UPS, FedEx, USPS or similar parcel delivery service, depending on your location in relation to the order fulfillment site and the delivery method chosen during checkout. We want you to receive your package as quickly as possible, so we will look at all the variables and decide which shipping partner will be positioned best to fulfill your order. Note: to serve you better we offer several upgraded delivery options and services during checkout, some of which can only be fulfilled by certain carriers. If one of these options is selected it will be fulfilled by the carrier that offers the selected service.

Delivery services:

Standard delivery:

Our shipping partners offer standard ground-based delivery service with delivery times ranging from 3-7 business days after shipment. UPS Ground® is our preferred shipping partner for this delivery method. In some cases we may use FedEx Ground®, FedEx Home Delivery®, or USPS Parcel Post®. Items marked as eligible for our free shipping offer will be shipped with standard delivery service. Other delivery services and options will incur additional fees. Once an order has been shipped we cannot change the delivery service while the package is in-transit.

Two-day expedited delivery:

Our shipping partners offer two day expedited delivery options, guaranteeing in most cases to arrive at your location two business days after shipment. UPS 2nd Day Air® service is typically used for our two-day expedited shipments. In select cases we may offer two-day or three-day expedited delivery service through FedEx 2Day®, USPS Priority Mail®, or other parcel carrier of our choice. Two-day expedited delivery is available for an additional fee. See the shipping options during checkout or contact our office by telephone at (888) 810-5043. Once an order has been shipped we cannot change the delivery service while the package is in-transit.

Next-day expedited delivery:

Our shipping partners offer next-day expedited delivery options, guaranteeing delivery in most cases on the next business day following the date the shipment is picked up by the carrier. UPS Next Day Air® service is typically used for our next-day expedited shipments. In select cases we may offer next-day expedited delivery service through FedEx Overnight®, USPS Express Mail®, or other parcel carrier of our choice. Next-day expedited delivery is available for an additional fee. See the shipping options during checkout or contact our office by telephone at (888) 810-5043. Once an order has been shipped we cannot change the delivery service while the package is in-transit.

Delivery options:

Saturday delivery:

Our shipping partners offer an option for Saturday delivery. In order to be eligible for Saturday delivery from UPS or FedEx, one of their expedited shipping services must have already been selected.

Signature confirmation:

Our shipping partners offer extra security by ensuring the delivery is accepted with a signature rather than leaving the package unattended at the delivery location. An extra fee may apply for this service.

Shipment tracking information:

Once your order has been fulfilled, we will send tracking information by email. The email message will contain the name of the carrier, along with the tracking number(s) for your shipment and the carrier’s contact information. You may contact us at anytime with questions about the status of your order by email sales@primasupply.com or by phone (888) 810-5043.

Damage claims:

Items shipped by parcel carriers will at times incur damage during transit. If you notice significant damage to the packaging, we encourage you to review the condition of the item before receiving the shipment. This procedure is not always possible, particularly at non-commercial delivery locations where the shipment may be dropped-off without signature confirmation. If the damage is discovered after the shipment has been delivered, please contact our office by phone at (888) 810-5043 to discuss your options. In most cases we can ship a replacement item at no-charge and handle the damage claim with the carrier directly. Certain limitations apply on high-value items. Call our office at (888) 810-5043 if you have further questions about our small parcel damage claim procedure.

Return policy:

Please see our Return Policy for complete return information.

Freight common carrier:

We partner with a variety of freight carriers. If your order weighs more than 70 pounds or measures more than 72 inches on the longest side, we may choose to ship via freight common carrier. This means that your shipment will be delivered on a semitrailer (commonly called a tractor-trailer or eighteen-wheeler) and will thus require either a loading dock, forklift truck, optional lift gate delivery service, or brute strength to lower your equipment from the semitrailer truck bed to ground level. Please note, the typical height of a semitrailer truck bed is four feet off ground level, making it challenging to unload heavy or tall items without a loading dock or forklift truck. Lift gate delivery service, discussed below in the delivery services section, may be purchased at the time of order to ensure safe unloading at the time of delivery. It is the customer’s responsibility to remove the product from the truck. The freight truck driver may only move the cargo to the back of the truck for you to remove.

Delivery services:

Standard delivery:

Our shipping partners offer standard ground-based delivery service. Items marked as eligible for our free shipping offer will be shipped with standard delivery service. Delivery transit times typically range from 3-7 business days after shipment. Transit times are estimates only and are not guaranteed. Standard delivery is designed for delivery locations equipped with a loading dock or forklift truck on-site. Additional delivery options, including lift gate delivery service may be purchased for an additional fee. Lift gate delivery service will not be included unless it is purchased with your order. See the shipping options during checkout or contact our office by telephone at (888) 810-5043. Once an order has been shipped we cannot change the delivery service while the package is in-transit.

Expedited delivery:

Our shipping partners offer expedited delivery service for select shipments and select delivery locations. Expedited shipments are guaranteed in most cases. Transit times vary for expedited delivery depending on the delivery location and the service level requested. Contact our customer service team at (888) 810-5043 to discuss expedited delivery options, including transit times and pricing. As with standard delivery, expedited delivery is designed for delivery locations equipped with a loading dock or forklift truck on-site. Additional delivery options, including lift gate delivery service may be purchased for an additional fee. Lift gate delivery service will not be included unless it is purchased with your order. Once an order has been shipped we cannot change the delivery service while the package is in-transit.

Delivery options:

Non-commercial delivery:

Our shipping partners strongly recommend a commercial delivery location due to the difficulty, danger, and risk of property damage involved in driving a semitrailer truck into a limited-access non-commercial area. If you do not have access to a commercial delivery location, we have the ability to ship to a residential address. We provide this service at no extra charge, but disclaim liability for property damage or personal harm resulting from non-recommended delivery location. This service is valued at nearly $100 and will often be added to your invoice by other retailers in this marketplace. We are pleased to offer this premium delivery service to our customers at no-charge, making a purchase from Prima Supply an even greater value.

Lift gate delivery:

Our shipping partners offer lift gate delivery service as an option on most shipments. This premium delivery service provides delivery with a special hydraulic platform called a lift gate or tail gate. The lift gate is used to move the freight items from the semitrailer truck bed to ground level. We recommend customers select this service when purchasing particularly heavy or tall items where delivery will take place at a location not equipped with a loading dock or forklift truck. Our fee for lift gate service varies depending on the items purchased and the delivery location, and will be calculated during the checkout process. See the shipping options during checkout or contact our office by telephone at (888) 810-5043.

Delivery notification:

Our shipping partners offer delivery notification service on all shipments. Delivery notification is especially useful if you need notification and appointment scheduling prior to delivery. If delivery notification service is ordered, the shipping company will contact you by phone before delivery to schedule a delivery appointment. We offer this service for you convenience and peace of mind. Where others will charge you an additional fee, we provide this service at no-charge when requested.

Inside delivery:

We do not offer inside delivery at this time. It will be your responsibility to unload the equipment from the truck and to move it into your premises.

Terminal delivery:

If you would prefer to pick your equipment up from the freight carrier’s delivery terminal we can instruct the carrier to hold the shipment at their delivery terminal. You must pick up the shipment on the business day immediately following the arrival of your shipment at the freight carrier’s delivery terminal.

Damage claims:

Items shipped by freight common carrier will occasionally be damaged by the freight carrier during transit. To ensure your satisfaction, we require you to inspect the shipment for physical damage prior to accepting the delivery by signing the delivery receipt provided by the freight carrier. If the packaging of the product is damaged, do not sign for the item until you have inspected the contents for damage corresponding to the damage to the packing. If a product arrives in a damaged condition, do not sign for the product; instead you must refuse the shipment. Once you have refused the shipment, please contact our customer service team at (888) 810-5043 to make arrangements for a replacement. By signing for a delivery you are certifying that the shipment arrived in good condition and are claiming ownership of the contents. Damage discovered after the shipment is accepted by signature is your responsibility to address with the freight carrier. We are unable to ship a no-charge replacement once a shipment has been accepted. If you have questions during delivery, we encourage you to contact our customer service team for assistance at (888) 810-5043.

Return policy:

Please see our Return Policy for complete return information.

Shipping locations:

In order to better serve you, we will ship your order from one of our warehouses or from a vendor partner’s fulfillment center.

Direct shipment:

will ship directly from our warehouse located in Louisville, Kentucky.

Drop shipment:

will ship from our vendor partner’s fulfillment center. Our vendor partners use their own freight and parcel delivery providers. In some cases we may be able to specify the delivery carrier, though we cannot guarantee this ability. Typically, though, the above referenced shipping services and options are applicable.

Shipment options:

please refer to freight and parcel delivery options outlined for each delivery method.

Please refer any questions that you may have to our sales team

  • (888) 810-5043
  • sales@primasupply.com
  • http://primasupply.com
  • Prima Supply
  • 4603 Poplar Level Rd
    Louisville, KY 40213