Return Policy

Shipping Damage

Orders Damaged in Shipping

While every effort is made in packing and correctly filling your order, occasions will arise where a package is lost or damaged in transit. To insure your order is received complete and undamaged, the following order check-in procedure must be followed:

1. Inspect the entire shipment for visible damage prior to accepting the shipment, and note any damage on the delivery ticket/bill of lading before the delivery person leaves, or note such damage on the bill of lading if the delivery person does not wait. For packages left at your doorstep, immediately inspect the exterior of the carton(s) and note any large dents or tears on your packing slip (invoice).

2. Verify the number of packages delivered with the packing slip provided by Smart Buffet Ware, Inc.

3. Unpack your order immediately and inspect for hidden or concealed damage, even if you don’t plan on using the item right away.

4. Should any damage be discovered, retain the shipping carton and any inner packaging, request inspection immediately from the carrier as well as make a written request to the carrier. Hidden or concealed damage must be reported and an inspection requested within 24 hours of delivery. Acceptance of damaged freight requires the receiver to file the freight claim. Once delivered, the carriers will not allow Smart Buffet Ware, Inc. to file any claim since we no longer own the property.

Then contact Smart Buffet Ware, Inc. Customer Service toll free at 1-877-463-3388 to inform us of the situation. Please have your order number, shipping information and tracking number ready to assist us in this process. Smart Buffet Ware, Inc. will arrange for return shipping to our distribution center for an item that was sent to you in error, received defective, or damaged in shipping (assuming the criteria for the order check-in procedure outlined above has been reasonably met).

ONCE YOU HAVE INSPECTED AND ACCEPTED THE SHIPMENT, THE SALE SHALL BE FINAL AND Smart Buffet Ware, Inc. SHALL NOT BE LIABLE OR RESPONSIBLE FOR ANY DAMAGED OR MISSING ITEMS YOU SUBSEQUENTLY DISCOVER. PLEASE NOTE, YOUR ACCEPTANCE OF THE SHIPMENT IS AN EXPRESS ACKNOWLEDGMENT THAT THE SHIPMENT WAS COMPLETE AND UNHARMED AT THE TIME OF DELIVERY AND THAT YOU HAVE COMPLIED WITH THE ORDER CHECK-IN PROCEDURE OUTLINED ABOVE.

Returning An Item?

Returned orders are subject to a restocking fee (minimum of 20%), as well as return shipping and/or freight charges. Vendor restock fees may also apply on special orders.

You may return most items sold by Smart Buffet Ware, Inc. within 30 days of delivery. We will pay the return shipping cost if the return is a result of our error. Please Call for an RA number. If the product you ordered is damaged, defective or the wrong item, please notify us of your problem. We will respond to your issue within 1 business day.

We cannot accept returns of certain items, including:

• Any item that contains flammable liquids.

• Special Order Trolleys, Carts & Room service or special equipment.

• Any equipment missing the serial number.

• Food Service Disposable items, such as plates, cups, napkins, filter paper, etc.

• In addition, we will not issue refunds for the return of certain items, including:

• Any item that has obvious signs of use.

• Any item that is not in its original condition, original carton, is damaged, or is missing parts.

• Special Order items returned without a Return Authorization Number.

• Any item returned to Eke Corp. without a return authorization number will be refused and returned to the customer at the customer’s expense.