Welcome to The Chef Store FAQ page. We've compiled answers to the most common questions about our products, ordering, shipping, and policies. If you don't find what you're looking for, please contact us.
Ordering & Payment
Q: How do I place an order?
Browse our catalog, add items to your cart, and proceed to checkout. You'll need to create an account or check out as a guest. We accept all major credit cards, debit cards, and offer financing options through Credit Key.
Q: What payment methods do you accept?
We accept:
- Visa, MasterCard, American Express, Discover
- Diners Club, JCB
- Credit Key financing
- Bank transfer (for larger orders)
Q: Is my payment information secure?
Yes. All transactions are processed through Authorize.Net, a secure payment gateway. Our entire site uses SSL encryption (HTTPS) to protect your personal and payment information.
Q: Can I cancel or modify my order?
Orders can be canceled or modified before they enter processing. Once processing has begun, cancellations may no longer be possible. Please contact us at cs@thechefstore.com or call +1 (347) 573-9742 as soon as possible if you need to make changes.
Shipping & Delivery
Q: Do you offer free shipping?
Yes! We offer free shipping to the 48 contiguous United States and Washington DC. Shipping to Alaska, Hawaii, US territories, and international destinations is available at customer's expense. View our complete shipping policy.
Q: How long will it take to receive my order?
Delivery times range from 2-15 business days for standard items. Extended processing items may take up to 20 business days. Total delivery time = Order Processing + Transit Time. Each product's specific processing time is displayed on its product page.
Q: When are orders processed and shipped?
Orders are processed and shipped Monday through Friday (excluding holidays). Orders placed before 5 PM EST are generally processed within 1-2 business days. Our customer support team is available Monday-Thursday, 9am-5pm EST.
Q: How can I track my order?
You'll receive status update emails as your order moves through each stage. Once shipped, you'll receive an email with tracking information. You can also look up your order status at any time.
Q: Do I need to be present for delivery?
Most ground shipments require a signature upon delivery. For LTL freight shipments, you must be present to inspect the product before the driver leaves. Please see our shipping policy for detailed delivery requirements.
Q: What if my shipment arrives damaged?
CRITICAL: Inspect all shipments for visible damage BEFORE signing the delivery receipt. If damage is visible, either refuse the shipment OR note specific damage on the delivery paperwork. Take photos and contact us immediately at cs@thechefstore.com. Damage must be noted on the delivery receipt at the time of delivery - freight carriers may deny claims otherwise.
Returns & Refunds
Q: What is your return policy?
We offer a 30-day return window on most items. A 25% restocking fee may apply, and customers are responsible for return shipping costs. Items must be in original, unopened packaging. Please review our complete return and refund policy for full details and conditions.
Q: How do I initiate a return?
Contact our customer support team at cs@thechefstore.com or call +1 (347) 573-9742 (Monday-Thursday, 9am-5pm EST) to initiate a return. We'll provide you with return instructions and authorization.
Q: How long does it take to receive a refund?
Once we receive and inspect your return, refunds are typically processed within 5-10 business days. The refund will be issued to your original payment method. Please allow additional time for your bank or credit card company to post the refund to your account.
Products & Specifications
Q: Are your products new or refurbished?
All products sold on The Chef Store are brand new unless explicitly stated otherwise in the product description. We are authorized dealers for all brands we carry and provide factory-backed warranties.
Q: Do you offer warranties?
Yes! All products come with manufacturer warranties. Warranty terms vary by manufacturer and product type. Specific warranty information is included with each product. We also offer extended warranty coverage (CPS) on select products.
Q: Can you help me choose the right equipment?
Absolutely! Our team has extensive industry knowledge and receives ongoing product training from manufacturers. Email us at cs@thechefstore.com or call +1 (347) 573-9742 (Mon-Thu, 9am-5pm EST) for product recommendations and technical guidance.
Q: Do you carry the item I'm looking for?
We carry a wide range of trusted restaurant equipment brands, and our catalog is always growing. If you don't see a specific item or brand on our website, please reach out - we may be able to source it for you through our manufacturer and buying group relationships.
Q: Can I request a custom quote?
Yes! For large orders, special configurations, or equipment packages, please submit a quote request or contact us directly. We work with buying groups and manufacturers to offer competitive pricing on larger projects.
Technical & Installation
Q: Do your products require professional installation?
Many commercial kitchen equipment items require professional installation by a licensed technician. Installation requirements vary by product type and local building codes. Check the product specifications or contact us for guidance on your specific equipment.
Q: What voltage and power requirements do I need?
Commercial equipment comes in various electrical configurations (110V, 208V, 220V, 480V, etc.). Each product page lists the specific voltage and power requirements. Ensure your facility has the appropriate electrical service before ordering. Contact a licensed electrician if you're unsure.
Q: Do you provide installation services?
We focus on equipment sales and can recommend qualified installation partners in many areas. For installation requirements and referrals, please contact us with your location and equipment needs.
Account & Customer Support
Q: Do I need an account to place an order?
You can check out as a guest, but creating an account allows you to track orders, save shipping addresses, view order history, and check out faster on future purchases.
Q: What are your customer support hours?
Our customer support team is available Monday through Thursday, 9am-5pm EST via email cs@thechefstore.com or call +1 (347) 573-9742. While order processing and shipping continues on Fridays, customer support is not available on Fridays.
Q: How can I contact you?
Email: cs@thechefstore.com
Phone: +1 (347) 573-9742
Address: 1420 Freeport Loop, Suite 10B, Brooklyn, NY 11239, United States
Hours: Monday-Thursday, 9am-5pm EST
You can also visit our contact page for more options.
Phone: +1 (347) 573-9742
Address: 1420 Freeport Loop, Suite 10B, Brooklyn, NY 11239, United States
Hours: Monday-Thursday, 9am-5pm EST
You can also visit our contact page for more options.
Business Information
Q: Who is The Chef Store?
The Chef Store is your go-to online destination for commercial food service equipment. We serve restaurants, cafes, bakeries, and food service operations of all sizes across the United States. Learn more on our About Us page.
Q: Do you have a physical store location?
We operate primarily as an online retailer. Our business address is 1420 Freeport Loop, Suite 10B, Brooklyn, NY 11239, United States. For the best selection and pricing, shop online at thechefstore.com.
Q: Are you an authorized dealer?
Yes! We are authorized dealers for all brands we carry, including TRUE, Arctic Air, Turbo Air, Atosa, DoughXpress, Oliver, Italiana FoodTech, Jaccard, and many others. All products come with full manufacturer warranties and factory support.
Financing
Q: Do you offer financing options?
Yes! We partner with Credit Key to offer financing options for qualified customers. Learn more about our financing options or apply during checkout.
Q: How does Credit Key financing work?
Credit Key offers flexible payment plans for commercial equipment purchases. Apply during checkout to see your financing options. Approval and terms are subject to credit review. Visit our financing page for complete details.
Safety & Security
Q: Is your website secure?
Yes. Our entire website uses SSL encryption (HTTPS) to protect your data. All payment processing is handled through Authorize.Net, a secure, PCI-compliant payment gateway. We never store complete credit card information on our servers.
Q: How do you protect my personal information?
We take your privacy seriously. We collect only the information necessary to process your order and provide customer service. We never sell your personal information to third parties. Read our complete Privacy Policy for details.
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