Cancellations
Any order can be canceled within 24 hours of payment.
If you wish to cancel your order, please respond to your order confirmation or contact us at support@ironcladrestaurantsupply.com with your name and order number.
After 24 hours, most orders can be canceled before they have shipped, with some exceptions.
If your order has already shipped or has been assigned tracking before your cancellation request, it cannot be canceled. In that case, your order must follow the return process outlined below.
Custom or Made-to-Order Items Are Not Cancellable After 24 Hours
If your item is custom in nature, made-to-order, or enters production upon ordering, you may cancel only within 24 hours of payment. After that point, we cannot cancel or refund your order.
This includes:
- Custom upholstery
- Built-to-order restaurant equipment
- Any product explicitly marked as non-returnable
Product Quality Guarantee
IronCladRestaurantSupply works with every customer to ensure that the product arrives in like-new condition.
If your item is damaged in transit, we will file a claim on your behalf and either replace the item or refund you in full.
If the item is defective after assembly or initial use, your purchase is protected under the manufacturer’s warranty. We'll help you get the necessary support for parts, labor, or replacement if needed.
30-Day General Return Policy
Most products are covered under our 30-day return policy.
To be eligible for return:
- Request a return within 30 days of delivery
- Item must be in original packaging, unused, unassembled, and in brand new condition
- The customer will assume all cost involved to ship the product back.
- Please allow up to 45 days for your refund to deposit.
Items NOT Eligible for Return Include:
- Used, opened, & assembled items
- Items not in original packaging
- Items returned more than 30 days after delivery
- Clearance, custom-made, or made-to-order products (including custom upholstery)
- Items marked non-returnable or final sale
- Items returned without prior Return Approval
Restocking Fees (Brand Specific)
Some brands are returnable but carry a restocking fee:
- Hoshizaki America – Equipment is expected to be returned in new, original, packaged conditions. Not previously used or plumbed in. Equipment that arrives unpacked or repacked without all original materials is subject to a $200 repackaging fee. A 20% restocking fee is applied to returns with no replacement order. Replacement PO must be received before equipment is returned for this to be waived.
Return Process
To start a return, email support@ironcladrestaurantsupply with:
- Order Number
- Date of Delivery
- Reason for Return
If your return is approved:
- We’ll provide a return shipping quote (paid by customer).
- You’ll receive a return label.
- You are responsible for securely packaging the item for shipment.
Once the item is received and inspected, your refund will be issued to the original payment method.
Partial Refunds
If the returned item is incomplete, damaged, used, or not in brand new condition, we reserve the right to issue only a partial refund at the manufacturer’s discretion.
Damages:
Be present for the delivery and inspect the package thoroughly.
If there's damage or missing parcels, note it when signing the BOL (for freight deliveries) or report it to the ground shipping carrier within seven days.
Take photos and videos, then send them to support@ironcladrestaurantsupply.com.
We'll process an insurance claim with the manufacturer.
For more information refer to our shipping guide.
Additional Terms
- Unauthorized returns will be refused.
- Orders over $5,000 or those with multiple cancellations may be subject to a 5% cancellation fee, even if not yet shipped.
- We reserve the right to inspect and reject any item that does not meet return criteria.
Questions?
Email support@ironcladrestaurantsupply.com — we're here to help.