Frequently Asked Questions

Products

Do products include warranties?

Unless specifically noted, all products sold on our website include a warranty.

Used equipment offered by Dine Company includes a 30 day warranty that starts on the day of delivery.

Warranties on new products/equipment will vary based on manufacturer and model.

Do you offer extended warranties?

Extended warranties are not offered at this time.

Do you sell custom exhaust hoods?

Yes. For more information on custom exhaust hoods for you commercial kitchen, please click here.

Do you sell custom walk-in coolers and freezers?

Yes. For more information on custom walk-in coolers and freezers, please click here.

Do you sell custom furniture?

Yes, we sell custom furniture.

Custom chairs, stools, booths, and tables can help set your dining room apart from the competition. Contact us at 866-591-3463 or web@dinecompany.com for more information.

Be sure to ask about automatic leveling table bases from Flat and say goodbye to wobbly tables forever.

How do I request a product catalog?

Send your catalog request to web@dinecompany.com. Please be sure to include your name and shipping address.

Orders

I don't own a restaurant. Am I able to order from your website?

Regardless of whether you own a restaurant or just love to cook at home, all foodies are welcome at Dine Company – The Restaurant Store.

When are orders processed?

Orders are processed Monday-Friday excluding major holidays. Most orders of in-stock products will ship in 1-2 business days.

For store pick-up orders, please wait for confirmation that your order is ready before arriving for pick-up.

Do you offer store pick-up?

Yes. Store pick-up is only offered to customers local to our store location in Louisville, KY.

Pick-up orders are processed Monday-Friday from 8:30-4:00 with most pick-up orders of in-stock items ready within 30 minutes of order placement. Products can be out of stock or special order so please wait for us to let you know your order is ready prior to arriving.

Will I receive an order confirmation after placing my order?

You will receive an order confirmation email shortly after placing your order. If you don’t receive the email, but need a copy, please email us at web@dinecompany.com.

When will I receive my order?

Processing and shipping time will depend on several factors – product stock, special orders, dropshipping, and shipping carrier to name a few. We will notify you by email if there are any delays in processing your order for shipment.

In-stock products shipped from Dine Company with USPS or UPS will usually arrive within 1-4 business days once shipped depending on location. Large items which ship freight will usually arrive within 1-5 business days with extended time to areas carriers consider rural destinations.

Shipping times for items dropshipped directly from a manufacturer to you will vary based on the location of that particular manufacturer’s warehouses.

Please contact us at web@dinecompany.com or 866-591-3463 if you need an estimate on when to expect delivery.

How can I check the status of my order?

If you created an account prior to making your purchase, you can check the status of your order under your account section.

If you checked out as a guest, you can check status by emailing web@dinecompany.com with your order number or by calling 866-591-3463.

How can I view my previous orders?

If you created an account prior to making your first purchase, previous orders are available to view under your account section.

If you checked out as a guest, you cannot view previous orders.

Orders placed in our store are not available to view online.

Payment

What payment methods are accepted?

We accept Visa, MasterCard, Discover, and American Express as well as PayPal. Financing for purchases of $1000 or more is also available.

Can I order by phone?

Yes, give us a call at 866-591-3463 to place an order. We accept orders in-store at our convenient Louisville, KY location, online, and by phone.

Is my credit card information processed securely?

It is our top priority to ensure your information is secure. For more information, see the privacy section.

When will my card be charged for my order?

Online orders are authorized once an order is placed. Your card will be charged once the order has shipped except in the case of some backorders. We will contact you if your order falls into one of these backorder scenarios. 

For store pick-up orders, your card will be charged when the order is processed prior to pick-up.

Phone orders are charged once an order is placed.

Can I save my credit card to your site for future orders?

Yes. Customers who have created an account on our website will have the option of saving credit card information in the checkout. Credit cards are saved with our fully PCI compliant credit card processor.

Additional credit cards can be added in the Payment Methods section of your account. You can also change your default credit card or delete any credit cards you have saved.

For security purposes, Dine Company does not have access to credit card information which has been saved on the website.

Do you offer financing?

Yes. We offer financing on purchases of $1000 or more. Read more about financing through QuickSpark financial here.

Pricing

Do you price match other websites?

We are committed to offering exceptional service with competitive pricing. If you see lower pricing at another store, reach out to web@dinecompany.com or call 866-591-3463 and ask to speak with a manager to discuss price matching.

Do you offer product quotes?

Yes. If you require a quote, please contact us at web@dinecompany.com or 866-591-3463.

Are there any current specials or deals available for your website?

Yes. We have product sales on our website, special discounts and promotions available through email, and a promo code for new email subscribers.

To see all products currently on sale, please go to our sales page.

To sign-up for our email blasts to receive special promos and a promo code for new subscribers, click the Newsletter Signup link under Contact Us in the footer of the website.

Promo codes will not be honored beyond the expiration date.

Tax

Will I be charged sales tax?

Dine Company charges sales tax on orders shipping to Alabama, Arizona, California, Colorado, Connecticut, Florida, Georgia, Illinois, Indiana, Kansas, Kentucky, Maine, Maryland, Massachusetts, Michigan, Missouri, Nevada, New Jersey, New Mexico, New York, North Carolina, Ohio, Pennsylvania, Rhode Island, South Carolina, Tennessee, Texas, and Virginia. These states are subject to change at any time and without notice.

Sales tax may apply in additional states on items shipped from manufacturers with a nexus (economic presence) in the ship to state. Upon order processing, we will do our best to access and inform when this tax may occur, however each state and manufacturer differ meaning you may incur sales tax on a drop shipment.

Sales and usage tax laws vary from state to state and may change at any time. It is the customer’s responsibility to pay sales and usage tax according to their state and local tax code policies. Internet purchases, particularly dropships directly from manufacturers, may be accessed retroactively should a manufacturer or local municipality enforce the remittance of sales tax. Dine Company will do our best to make every effort to inform you and keep our policy terms and conditions updated annually or when a sweeping change occurs.

What if my business is tax exempt?

Tax exempt entities including schools, churches, and non-profits can checkout on our site without tax. Resellers purchasing to sell the same items from their business can also checkout without tax.

In order to qualify for tax exemption, Dine Company will need to have a completed tax exemption form from the state where the order is shipping. The form can be emailed to web@dinecompany.com or faxed to 502-637-5177 with attention to Tax Exempt Web Sales.

You will need to create an online account and let us know when the account has been created so we can mark it as exempt.

Exempt customers in Kentucky and Indiana can download the tax exempt forms at the following links:
Kentucky
Indiana

Shipping

When will my order ship?

Processing time will depend on several factors – product stock, special orders, dropshipping, and shipping carrier to name a few. We will notify you by email if there are any delays in processing your order for shipment.

How much will I pay for shipping?

A simple shipping calculator requiring only state and zip code is available in the cart.

Which shipping carrier will deliver my order?

Most orders shipped from Dine Company will be sent by UPS or USPS. Large freight items or large quantities of items requiring a pallet will be sent by a carrier of our choosing.

Regional customers may take delivery through a courier service. Local customer deliveries may be handled directly by Dine Company.

Orders dropshipped directly from manufacturers will ship with a carrier of their choosing.

Will you ship to a PO Box?

As long as the order meets our requirements for shipping with USPS, we can ship to a PO Box. If the order must ship with UPS, we will reach out by email to obtain an alternative address for shipping.

Will you ship to my house?

The vast majority of our products can ship to a residence. A signature may be required at delivery for high value shipments.

We do not ship any products which ship on a pallet to a residence. If you are ordering these products for use at your residence, we will work with you to find a local freight terminal in your area. We will ship to the freight terminal where you can travel to pick-up the products.

What is a liftgate?

A liftgate is a device on the back of a semi trailer that is used to lower pallets down to the ground.

A liftgate is offered on shipments weighing over 150 lbs. Unless you have a dock or forklift, a liftgate is highly recommended to lower heavy equipment down from a semi trailer.

Even with liftgate delivery for freight items, the truck driver is only required to put the items on the ground where the truck can go. Unfortunately, the truck may not be able to get to your door, in which case, the driver will place the items as close to the door as possible. The driver is not required to move the items to your door or inside your building. The driver is also not required to unpack any items.

Do you offer inside delivery?

Dine Company offers inside delivery in areas where available for an additional charge beyond standard shipping. If interested, please email us at web@dinecompany.com with the details of your order including model numbers, quantities, and the shipping address and we will reply with a shipping quote.

Local customers within Dine Company’s delivery area can receive inside delivery with installation. Email us at web@dinecompany.com for more information.

Do you ship internationally?

We only ship within the US. We do not ship to freight forwarders who ship outside the country.

My order arrived damaged. What do I do?

Whether it’s a broken glass or a smashed package, damage during transit can sometimes occur.

For packages sent through standard ground (UPS, USPS, etc), please take pictures of the damage and packaging and send them along with your order number to web@dinecompany.com. Please contact us at 866-591-3463 to ensure we received your email.

For products shipped on a pallet through a freight carrier:

  • All shipments should be thoroughly inspected upon delivery.
  • Refuse the shipment if the product is damaged beyond repair. If damage is minimal and can be repaired, please note the damage on the driver’s paperwork, take pictures of the damage and packaging and send them to web@dinecompany.com along with your order number. Please contact us at 866-591-3463 to ensure we received your email. The refused product will be returned and a replacement will be sent.
  • If concealed damage was discovered after the driver left, contact us within 24 hours of delivery at 866-591-3463. We will request pictures of the damage and packaging. If a product with concealed damage must be returned, you may be responsible for getting the product ready to ship.
  • In either case, we will start a freight claim. Quick reporting of freight damage is important in the freight claim process. 
My order arrived, but a product is missing. What do I do?

Please contact us at 866-591-3463 to inform us of any shortages in your order.

Returns

How do I return items?

Most items are eligible to be returned within seven days of receiving as long as they are unused and in original packaging. Disposables and consumables including, but not limited to, gloves, paper towels, sanitizers, and soaps are not eligible for returns.

Returned products are subject to restocking fees. Dine Company is not responsible for any shipping charges unless an item was sent by error. The Dine Company Return Form must be included with the returned items.

Please contact us at web@dinecompany.com or 866-591-3463 with any questions.

Do you charge a restocking fee on returns?

For products part of Dine Company’s daily stock, a completed return form must be included for all products eligible for return. Certain products shipped from Dine Company may not be eligible for return. Returned products must be unused and in their original, unopened packaging. Restocking fees for products returned to Dine Company are 20%.

For special order products not part of Dine Company’s daily stock, please contact us at 866-591-3463 or web@dinecompany.com to see if these products are eligible to be returned. Manufacturers have varying return policies with restocking fees up to 50% while some other manufacturers may not accept returns.

What is your full return policy?

You may view our complete Returns Policy here.

Online Accounts

How do I create an account?

Click the Account or Log In link at the top of all pages if on desktop or, if on mobile, tap the mobile menu then either Log In or Account.

Once on the new page, complete the Register selection to finish account setup.

How do I update my account information?

First, login to your account.

Select Address Book to change billing and shipping addresses.

Select Payment Methods to manage saved credit cards.

Select Account Details to change your email address or password.

Security & Privacy

Is your website secure?

Yes, our website is fully encrypted to protect your information.

Dine Company does not have access to customer credit cards or account passwords.

How do you protect my credit card?

Our website is fully encrypted to ensure credit card information is secure.

For customers who have elected to save credit cards for future orders, the credit card information is stored off site by our PCI-compliant credit card processor.

Dine Company does not have access to customer credit card information.

Do you share any of my personal information with third party companies?

We use third party providers for shipping and processing payment. We provide these providers with only the info required to complete customer orders.

Customer information is never sold by these providers or by Dine Company.

Does your site use cookies?

The website may use cookies for user experience such as allowing customers to remain logged in after leaving the site or for marketing efforts such as ads displayed in social media.

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