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Chef Needs Policies
Delivery Policy
Injured or Lost Items through Common Carrier
If something’s not right when you receive your order and you suspect possible damage or find that items are missing, please do the following immediately:
  • Make sure to note the problem on the Proof of Delivery slip before signing it
  • Don’t throw away your Proof of Delivery slip. You’ll need it!
  • Give us a call or send us an email within 1 business day
  • We’ll need to inspect the damaged item/s, so don’t throw that away either
  • If possible, take a photo of the damage for further proof
Our warehouse warriors put a love of love into packing your orders so when damage occurs, it makes them sad. That’s why we get reimbursed for all items that get damaged during transit from the carrier company, making it super important to check your order before signing the Proof of Delivery slip. If you forget to note the damage before signing your Proof of Delivery slip, we won’t be able to guarantee reimbursement for your damaged goods.
Injured or Lost Items through FedEx
If your order is being shipped via FedEx, you have 5 business days to contact us about any lost or damaged items so we can find a solution.
Delivery Schedules
Carriers hate showing up at your place when you’re not there, that’s why they require a delivery appointment when delivering to residential addresses. If you are ordering for commercial delivery, please ensure to select the ‘Call Before Delivery’ option if you’d like to schedule a delivery appointment to avoid an unexpected visit from our delivery company. If you’ve made a delivery appointment but still aren’t able to make it home by the scheduled time, an additional delivery fee will be charged.
Unfortunately FedEx ground deliveries don’t allow delivery appointments to be made, but you will be able to track your order once we send you a shipping confirmation order.
Fast worldwide shipping is something we live for, so you can expect to receive your order as fast as humanly possible. Our warehouse team tries their utmost to have orders processed and ready for delivery within 1 – 2 business days, during Mondays to Fridays between 9:30 am and 6:00 pm EST.
Although most products are shipped from our New York warehouse, some items will be sent out directly from our manufacturer that takes a little bit longer. If your order is being shipped via common carrier, you can expect to receive in within 1 – 10 business days, depending on your location. If your order is being shipped via FedEx, you can expect to receive it within 1 – 7 business days. But the world is a surprising place, and sometimes problems can arise, so all delivery times are estimated.
If you’re in a hurry for your awesome, new kitchen supplies, FedEx offers a 2nd Day Air service that guarantees you’ll receive your order within 2 business days. Or you can choose their Next Day Air service, where you’re guaranteed to receive your order within 1 business day. Although you’ll have to pay additional fees, these options are great for chefs in a hurry! But make sure to get your orders in before 6:00pm EST otherwise your order will be processed on the following business day, which will slow down the delivery time.
Here’s a link to the FedEx ground delivery estimated days-in-transit map, just to make your life easier.
Canadian Deliveries
If you’re placing an order from the land in the North, some additional duties and taxes may apply for your awesome new kitchen equipment to cross the border. You will receive the bill for these costs directly from the courier company. Keep in mind; our shipping charges do not include these fees.
If your order is being shipped via common carrier, you will require a broker to oversee the import. If you’re not sure how to organize one of those, don’t stress! We’ll contact you before we process your order to get your broker details and help you through the process. Or you can add your broker details in the customer comment section when placing your order and we’ll know not to contact you.
Last Stops
As you may know, we ship to the United States and Canada, but we also ship to the following international countries:
  • Australia
  • Austria
  • Bahamas
  • Bermuda
  • Canada
  • Dominican Republic
  • France
  • Germany
  • Guam
  • Hong Kong
  • Ireland
  • Italy
  • Jamaica
  • Japan
  • Mexico
  • Netherlands
  • New Zealand
  • Puerto Rico
  • Singapore
  • South Africa
  • Spain
  • Sweden
  • United Kingdom
  • US Virgin Islands
If you’re placing a large order, we’ll happily ship your items to a U.S based freight forwarder. In this case, we’ll need you to be responsible for contacting and organizing an account with them beforehand. Also remember that freight forwarders charge an additional fee for their services, so do your homework and find out just how much you’ll have to spend on shipping and handling charges. We currently do not ship to PO or APO/FPO boxes, but maybe someday. If your address is inaccessible for delivery, your order will be sent to the nearest shipping terminal or returned to us. If you’re still worried about delivery, contact
Equipment Installation List
We’d hate for you to receive your new equipment and not be able to install it, that’s why we’ve created this handy equipment installation checklist, so you can be sure things will go smoothly when installing your new equipment.
Blunders in Delivery
We like to make sure things run smoothly in our warehouse, but everyone has their off-days and sometimes we make mistakes. If you find an error in your order, please contact us within 5 business days and we’ll apologize profusely and find the perfect solution to the problem!
Methods and Costs
Chef Needs uses FedEx to ship most of our products, but we do occasionally use a common carrier freight service to ship extra-large items. Items that will need to be shipped via a common carrier will be noted in your shopping cart with an symbol, so look out for those.
We calculate weight, dimension and shipping distance to come up with a personalized shipping charge for each order. This calculator is linked with FedEx to ensure we charge FedEx listed rates when shipping your orders.
Why don’t we give “free” delivery?
Well here’s the truth! It’s easy to offer “free” shipping when you raise the prices of all your products to factor those charges in. We don’t think that’s fair, that’s why we’d rather charge you great shipping rates while offering you incredibly fast shipping so you get a great deal on all your orders.
Special Order Pieces
We’re one of the few sites around that offer you special items that we don’t usually keep in stock. This means they’ll have to be ordered specially from our manufacturer and shipped directly from them to you. This can take some extra time, but it’s worth it if you’re looking for something to fit your specific needs.
Divided Deliveries
We’re not fans of split shipments, we like to get your order out in one go! But sometimes it’s impossible to avoid. In this case, you’ll receive the full shipping costs amount when placing your order, so you don’t have to worry about any extra costs. If, however, you’d like to receive your order in two parts, please make sure to place two separate orders.
Merchandise
Warranty Policy
Here’s the important part! When one of our products has a warranty, you’ll be able to read all about it in the product description. We leave the warranty policies up to our manufacturers, so whether a product has a warranty or not is out of our hands. But we will be happy to explain an item’s warranty with you if you contact our Customer Service Team. If you’re ordering from out of the United States, please check that the warranty is valid in your area as some warranties don’t cover international grounds.
Picture Policy
Image is everything with online shopping and making sure you know exactly what you’re purchasing is very important, if not the most important part of shopping online. But even though our Image Team is the best around, some product images are just impossible to obtain. When this happens, we try our best to find an image that is almost an exact replica of the item
Pigment Policy
We know visuals are everything in the restaurant industry and that’s why our dedicated Images Team tries their utmost to ensure each product image displays the item’s exact color to a tee. But no one is perfect and sometimes technology just doesn’t cooperate and product colors may occasionally appear slightly different, according to the settings on your monitor, smartphone or tablet
you will receive. But that’s only in extreme cases, so take a deep breath and put your trust in our Image Team.
If what we’ve just stated is bothering you, there’s a simple fix! Just make sure you read every product description carefully before ordering anything off our website. Firstly, because this is just good practice when buying anything online, and secondly, because your happiness is super important to us and we don’t want you to be unsatisfied with any items you receive from us. Also, if you ever have any concerns about anything Chef Needs related, just contact our Customer Service Team and they’ll be more than happy to help you.
Returns Procedure
Returns for Business Shipping Addresses
We know that buyer’s remorse can be a force to be reckoned with, that’s why we accept returns on all regularly stocked items if the item has not been used and is returned in its original packaging. So If you’re not happy with your new quality kitchenware, just return it before you use it and within 30 days of purchasing and we’ll sort you out. To return an item, just get in touch with our Customer Service Team and they’ll send you instructions for return via email. They’ll also talk you through the whole process. Once we’ve received your returned item and made sure it’s good as new, we’ll credit your credit card with the amount you paid for, but we’ll also have to charge you a 20% restocking fee for all our hard work.
If you’d like to return a special order item or any item that has been shipped directly from our manufacturer, we’ll have to check on the manufacturer’s return policy before accepting any special item returns. If you’ve got a faulty item, we’ll also have to check with our manufacturer’s warranty and return policy. Give our Customer Service Team a call to find out if your item may be returned and what procedure to go through.
Unfortunately we don’t cover costs of return shipping fees, and if you’re an international customer, extra fees may apply, such as brokerage fees, duties and taxes.
What’s a restocking fee and why do we charge you for it?
It’s our life’s mission to offer you the cheapest prices for the best products, but unfortunately this means that we have to charge you a 20% fee to cover all the costs of processing your returned item. But why don’t you have to pay this fee when returning items to other stores? Well, other companies cover costs by charging you more for their products, so whether you return the item or not, you’re still paying for it. We don’t think that’s very fair, so we’ve come up with a 20% restocking fee to keep things simple and only charge you for the things you return.
Returns for Residential Shipping Addresses
We know that buyer’s remorse can be a force to be reckoned with, that’s why we accept returns on all regularly stocked items if the item has not been used and is returned in its original packaging. So If you’re not happy with your new quality kitchenware, just return it before you use it and within 30 days of purchasing and we’ll sort you out. To return an item, just get in touch with our Customer Service Team and they’ll send you instructions for return via email. They’ll also talk you through the whole process. Once we’ve received your returned item and made sure it’s good as new, we’ll credit your credit card with the amount you paid for, but we’ll also have to charge you a 30% restocking fee for all our hard work.
Unfortunately, we don’t accept returns on any equipment or special order items.
We also don’t cover costs of return shipping fees, and if you’re an international customer, extra fees may apply, such as brokerage fees, duties and taxes.
What’s a restocking fee and why do we charge you for it?
It’s our life’s mission to offer you the cheapest prices for the best products, but unfortunately this means that we have to charge you a 30% fee to cover all the costs of processing your returned item. But why don’t you have to pay this fee when returning items to other stores? Well, other companies cover costs by charging you more for their products, so whether you return the item or not, you’re still paying for it. We don’t think that’s very fair, so we’ve come up with a 30% restocking fee to keep things simple and only charge you for the things you return.
Orders
Altering or Cancelling Orders
If you accidently ordered the wrong thing or just realized that your brand new restaurant supply isn’t going to fit in your kitchen, then get on the phone and contact us immediately so we can cancel or change your order before our shipping elves get the job done. We can’t always guarantee that your order will be cancelled, but we will try and help you out as best as we can. Sometimes those elves are too quick for their own good! Although we can’t alter orders that have already been placed, our customer solution specialists will help you cancel and replace your order so you get exactly what you want the second time around!
All orders will be packaged with love on the weekends and shipped out bright and early on Monday mornings. Unfortunately if you place your order over a weekend, we won’t be able to cancel it! But you will be able to return it once you receive it. For more details on how to do this, please have a look at our returns policy.
Product Availability
Just like most good things, our products may temporarily run out of stock from time to time, but don’t panic! If an item you’ve ordered runs out of stock, you’ll find an out-of-stock notification email in your inbox. If you’re in desperate need for your order, our order support team will be happy to find a quick and simple solution that’ll have you smiling again in no time.
Ways to Pay Us
The Fine Print
Once you’ve finally browsed through all our items and chosen the perfect equipment for your dream kitchen, your credit card will only be billed once your order ships from our warehouse. In the mean time we place an authorization on the amount payable so that no complications occur when we’re ready to ship your order. If you’re not quite sure what an authorization means, it’s when your bank and our payment system have a quick chat to let us know that your card is valid and the required funds are available. If the authorizations show as “pending” on your bank statement, it means we are still working hard to get your order packed and that it’ll be ready to leave our warehouse soon.
Why is everything listed in US Dollars?
All our prices are listed in US dollars because that’s where we lay our heads down at night. But if you happen to call another part of our glorious earth home, the funds will be converted to your local currency at the rate of exchange when your order is shipped. There may be an additional fee from your credit card company for conversion, but you’ll have to contact your bank for more details on that.
What’s the deal with Checks?
Even though we know you’re not out to get us, business policy just doesn’t allow us to accept purchase orders. It’s a very important part of the way our business works that your order and placed online and paid in full. There’s tons of other payment options to choose from that we’re sure won’t put you too far out of your way.
Wire Transfers
Yes please! If your order is over $500, excluding shipping costs, you are more than welcome to pay via wire transfer.
If you’re still unsure about payment details, pop us an email at payment@chefneeds.com and one of our customer solution specialists will be online to answer every single one of your questions.
Confidentiality Policy
Cookies! Where?
Unfortunately, we aren’t talking about the ones with chocolate chips. But as we are an online store, we do use cookies to identify each and every one of beautiful customers. But what exactly is a cookie if I can’t eat it? Cookies are files of information that your web browser automatically places on your hard drive. They aren’t dangerous as their only purpose is so that the next time you visit Chef Needs, we know that you’re a friendly face, back to do some shopping. This little trick allows us to keep track of what’s in your shopping cart and it makes things a whole lot easier if your web browser is cookie enabled.
If you’re not really sure whether your web browser is cookie enabled or what the heck we’re talking about, click on the appropriate link below according to the web browser you are currently using, and we’ll help you through it, step by step!
  • Internet Explorer
  • Safari
  • Google Chrome
  • Mozilla Firefox
What happens to your personal information?
We hate websites that take your information and send it out into the unknown universe on the Internet, so we definitely don’t do that! Scout’s honor! We keep it safe and are the sole owners of any information collected from your visits to our site. The only thing we use your information for is to process orders, add a personalized touch to your shopping experience, and send out our famous newsletter and monitor traffic to Chef Needs. See? We’re as harmless and fluffy as that kitten you had as a kid.
Joining our Clan
We want to build a huge group of friendly customers so we can offer you even more for your buck, but to do this we need you to register with us. It’ll only take a few quick minutes and it’ll make your online shopping experience 100 times easier. Plus, think of all the added bonuses! We’ll keep track of your orders and keep you in the loop of what’s going down at Chef Needs.
When registering you’ll create a unique email and password combination, ensuring that your account stays safe and that all is secure in the Chef Needs world!
Security
At Chef Needs, we love to make you our first priority. That’s why your security when using our website is the most important thing on our checklist. Whether it’s ensuring there are no nasty bugs out to get you on our site, or simply protecting your personal information, we’ve got all our bases covered and we guarantee no harm will come from ordering products through our site, unless you’re purchasing sharp knives, but that’s a whole other story! You see that lock icon next to our URL in your address bar? That means you’re 100% protected to shop till you drop and enjoy the benefits of using a reliable and trusted company.
Sharing Information
We don’t cut corners when it comes to our business associates. That’s why the only people that receive your personal information are the trusted companies we use for shipping and credit card processing. We’ve made sure we’re using the best in business, and that’s one of the things that set us apart from the rest. Our associates are under contract and legal obligation not to share, store or retain any of the information we pass onto them. Now that’s one huge worry off your shoulders!
Share The Love
We’re all about love and friendship at ChefNeeds, that’s why we’ve made it easy for you to tell all your friends about us by simply typing in their email address. But once we’ve sent them an email to tell them all about us, we delete that info and make sure no one else gets their hands on it. We also promise that they’ll only be sent that one time email and not daily spam like most other sites love to do.
Updating User Information
Once you’ve become a registered Chef Needs customer a whole world of possibilities will have opened up for you. I mean, you can ever update your user information whenever you feel like it by logging in and clicking on the My Account button. Give it a try!