Shipping policy
Shipping Policy
Shipping Charges
Shipping charges are calculated based on the dimensions, weight, freight class, and destination zip code of your order. Our system communicates with multiple freight carriers to determine the lowest rates available, factoring in our volume discounts.
Free Freight
Empura.com offers free freight on select items, as indicated on the product page. This offer applies only to the 48 continental states and covers basic delivery charges. Expedited shipping or shipping to Alaska or Hawaii does not qualify for free shipping and will incur additional charges.
Please note that free shipping applies to standard “curbside delivery” only.
Standard Delivery
Standard delivery, also known as “curbside delivery,” means the delivery driver will bring your order to the edge of the truck at your location. The driver will position the vehicle as close as possible to your receiving dock or entrance. If you do not have a loading dock or other means to unload the freight, such as a forklift, we recommend purchasing Liftgate Service at the time of your order. The driver is not responsible for removing the freight from the truck or bringing it inside your location.
2nd Day AM Delivery
2nd Day AM delivery ensures your order arrives within two business days by 10:30 AM for most businesses in the contiguous U.S., by noon for residences, and by 4:30 PM for some rural areas. Orders placed after the daily 1:00 PM EST cut-off time or on holidays and weekends will be processed on the next business day. Please note that carrier delays or weather conditions may impact the final delivery date or time.
Priority Overnight Delivery
Priority Overnight Delivery ensures your order arrives the next business day by 10:30 AM for most businesses in the contiguous U.S., by noon for residences, and by 4:30 PM for some rural areas. Orders placed after the daily 1:00 PM EST cut-off time or on holidays and weekends will be processed on the next business day. Carrier delays or weather conditions may affect the final delivery date or time.
Liftgate Service
Liftgate Service can be arranged for an additional $50.00 during the checkout process. This service includes the use of a motorized lift on the back of the truck to lower the shipment to ground level. You will be responsible for the merchandise once it is lowered to the ground. Inside delivery, uncrating, or installation is not included. Liftgate Service must be requested before placing your order.
Liftgate fees are not included in free shipping promotions and will be charged separately.
Definite Delivery
For an additional fee, our freight carriers can deliver at a specific time. Please contact our Customer Service to arrange this service.
Delivery Appointment
For an additional fee, our freight carriers can call you in advance to coordinate the delivery. Please contact our Customer Service to set up a delivery appointment.
Residential Shipping
Deliveries to residential addresses will incur an additional $45.00 shipping charge from the freight carrier. It is the responsibility of the purchaser to identify the shipping address as residential. If the address is incorrectly identified, Empura.com will charge the additional freight costs upon receipt of the delivery charges from the freight carrier.
Residential addresses may require special arrangements due to limited access for freight trucks. If you do not have a truck-height loading dock, you may require Liftgate Service. Please call us for more information and a freight quote before placing your order.
Notice to Residential Customers: Empura.com primarily serves the commercial foodservice industry, but we do ship most products to residential customers. However, before placing an order for residential delivery, consider the following:
- Commercial Refrigeration and Cooking Equipment: These items may not meet your expectations in a residential setting, and installing them in a non-commercial environment may void the manufacturer’s warranty and possibly your homeowner’s insurance.
- Functionality and Appearance: Commercial equipment is designed for heavy use and may be louder, consume more power, and generate more heat than residential equipment. It may also require a ventilation hood system and possibly a fire-suppression system per local codes.
- Suitability: Empura.com reserves the right to deny shipment for residential usage. If we or the manufacturer determine the equipment is not suitable for residential use, you will be notified as soon as possible.
Please contact our Customer Service Team for questions about the suitability of specific equipment for non-commercial use.
Note: We are currently unable to ship to residential addresses considered "apartments" by commercial carriers. Orders with such addresses will be canceled and refunded. Please consider using an alternative delivery location when placing your order.
Special Location Delivery Charges
Empura.com primarily caters to commercial customers. Deliveries to non-commercial destinations designated as “Limited Access Locations” by the freight carrier will incur an additional $118.00 delivery charge. This charge overrides any "Free Shipping" policy that may apply to your order.
- Limited Access Locations include:
- Educational institutions
- Religious institutions
- Individual storage units
- Construction sites
- Fairs or carnivals
- Prisons and correctional facilities
- Military bases/installations
- Mining sites
- Airports
- Commercial locations not open to the public during typical business hours
- Locations requiring security inspections before delivery
It is the customer’s responsibility to identify the shipping destination as a limited access location. If the shipping address is incorrectly identified, Empura.com reserves the right to charge the additional freight costs upon receipt of the delivery charges from the freight carrier.
International Shipping
At this time, we do not ship directly to destinations outside the United States. However, if you have made arrangements with a freight forwarding service, we can ship your purchased items to them for further handling. Please note that we cannot provide a freight forwarder.
Processing Time
Products marked "Ships same day if ordered by 2:00 PM EST" leave our warehouse within 24 hours of order processing. Orders placed after 5:00 PM MST will ship on the next business day. Orders placed on weekends and public holidays will ship on the next business day. If the item quantity exceeds available warehouse stock, processing time may be delayed.
Receiving Instructions
For freight shipments, you are responsible for following specific instructions before signing the Receipt of Delivery or the Bill of Lading. Empura.com is not responsible for orders that are not fully inspected according to our instructions.
Shortages
Inspect all packages upon delivery to ensure you have received the exact quantity of items ordered. If there are any shortages, you must note them on the Bill of Lading while the delivery driver is present.
Inspection of Goods
You are responsible for inspecting all packages and the equipment/products inside at the time of delivery. Take your time to uncrate or remove packaging to ensure the product is in acceptable condition. If you decide to wait to inspect the items after the driver has left, you will be responsible for any damages, visible or concealed. Carefully inspect the items after unpacking. Check all panels, corners, pipes, tubes, coils, and glass components for damage. If you find significant damage or missing parts, call Customer Service immediately.
Damage Policy
If any part of your order is damaged, note the damage on the delivery receipt/bill of lading while the driver is present. Be specific about whether the damage is on the outside of the packaging or the actual item. Take photos of any damage for a potential inspection by the freight carrier. Do not discard any of the original packaging.
Concealed Damage
Concealed damage occurs when the item itself is damaged, not just the packaging. If the driver has left, the freight carrier has no evidence that the damage occurred in their possession. If you discover damage, keep all packaging and request an inspection from the freight carrier immediately. Report the damage to the carrier in writing as soon as possible.
Damaged Items
Signing the freight bill without noting any damages indicates that you have received your order in acceptable condition. Once signed, no freight claims can be filed, and there will be no reimbursement for charges from Empura.com. The item(s) then belong to you. Contact Customer Service immediately if there is damage while the driver is still present. They can assist you with reporting damages and determining the next steps.
Refused Shipments and Unauthorized Returns
You will be responsible for full freight charges, applicable fees, and a minimum 30% restocking fee for shipments that are refused for any reason other than damage or a shipping error made by Empura.com.
Redelivery/Storage Fees
If the freight carrier attempts delivery and cannot complete it due to issues within your control, redelivery fees may apply. If the carrier attempts delivery with no response from the recipient, the goods will be reconsigned or returned to the manufacturer. You will be responsible for return shipping charges. Additionally, if the freight carrier stores your order, storage fees may be charged to you. Please contact Customer Service in the event of redelivery or reconsignment.
Canceled Orders
If you cancel your order after it has been shipped, you will be responsible for the full amount of roundtrip shipping and handling charges, plus any applicable restocking and repair fees. Custom or special orders can only be canceled before production begins. Once production has started, the order cannot be refunded or exchanged. Additionally, once an order has shipped and payment has been processed, taxes cannot be refunded, even if the order is canceled.