Frequently Asked Questions

Before you contact, be sure to browse through our Frequently Asked Questions!

Do you accept orders via phone, email, or fax?

For security reasons, as well as to protect your personal and private information, we do not accept orders via phone, email or fax, and require all orders to be placed online through our secure server. Our legendary Customer Support team would be glad to walk you through the checkout process or answer any questions you may have!

How much will it cost to ship me my order?

You can calculate estimated shipping costs before you check out, either on the product page under the heading "Estimate Shipping and Handling", or on the Cart page. Our orders are usually shipped with either FedEx, UPS, USPS, or OnTrac, but in certain cases, for large or oversized orders, we may elect to use a common carrier LTL service.

Many of our items do qualify for Free Standard Shipping. For items that are not eligible for free shipping, we unfortunately do not offer any shipping discounts at this time, and are unable to waive shipping fees.

How long will it take for my order to arrive?

Most orders ship out of our warehouses within 24 business hours. For orders that are utilizing our Standard Shipping, usually we can expect them to arrive within 3 to 5 business days. Expedited shipping options (Next Day and Second Day) are also available for an extra fee. You can read more about our Shipping and Delivery process here.

Where is my order? What's my tracking information?

Once an order ships from our warehouse, you should receive an email confirmation that provides you with the tracking number. Should you wish to track your order from our website, please visit our Order Tracking Page. You can use your Order ID, Billing Last Name, and either your Email Address or Billing Zip Code to retrieve your latest tracking information.

Do you have a store location I can visit? Can I pick up my order at a physical location?

We are solely an online eCommerce company, and as such, do not have any store locations. For safety and insurance reasons, we also do not allow for physical pick-ups from our warehouses.

Can I add to or modify my order after it has been placed?

In order to maintain accuracy, safety, and efficiency in our order process, unfortunately we are unable to alter any orders after they have been placed. If you would like to add to or modify your order in any way, please contact our Customer Support Team via email to cancel the order so you can reorder what you need. In certain cases, if an order is already processing in our warehouse and is being packed to ship, we are unable to cancel the order.

Do you accept tax-exempt orders?

Unfortunately at this time we do not accept tax-exempt orders.

Do you have any coupons or additional discounts available?

First-time subscribers to our newsletter, for which you can sign up by clicking here may receive a one-time 10% off coupon for use on most products. Subscribers may also, from time to time, receive exclusive discounts and promotions. Coupons can be applied to the product price only, and are not applied to shipping or tax fees. Items on sale and, due to Minimum Advertised Price requirements, certain brands, are not eligible for any promotions. Please note that we only honor coupon codes that we have actually issued, and coupon codes that may be floating around on the Internet from alternative sources will not be honored.

What comes with your chafing dishes?

You can see all contents of a product on the Product Description page. The chafer sets typically come with:

  • Chafer
  • Cover
  • Frame
  • Food Pan
  • Water Pan
  • 2 Fuel Holders
  • Chafing fuel is not included

What payment methods do you accept?

We accept American Express, Visa, MasterCard, and Discover, as well as payment through PayPal at this time. Our website is secured via encryption technology like Secure Sockets Layer (SSL) to protect your personal information during data transport, and we utilize Braintree Payments to encrypt and send across customers' credit card information for maximum security.

What's your return policy?

You can read more about our return policy here.

Do you price adjust?

We do not price adjust.

I love you guys! How can I spread the word?

We love hearing from our customers, and it's always a privilege to serve you to the best of our ability. As a new, small business, it's always really helpful to us for our fans to Like our Facebook Page and spread the word!

Where can I learn more about you guys?

Wonderful question! You can read all about us on our About Us page.