Dine Company Online Shopping Policies

November 5, 2021 – Due to current market volatility, Dine Company cannot guarantee product or freight pricing on backorders, special orders, or future orders – pricing and specifications are subject to change without notice. If Dine Company incurs a manufacturer’s price increase before product ships from a manufacturer, Dine Company may be forced to add these price increases to existing orders and additional payment may be required before delivery can be completed.  Additionally, a small number of manufacturers now impose mandatory product surcharges which may be included in shipping charges.

We thank you for your patience and your business. We are striving to minimize adjustments and doing everything in our power to ensure your purchase prices remain the same.


Welcome to our Policies page. Please see below for important information on various online shopping policies. If you have any questions regarding the policies, please give us a call at 866-591-3463 or email us at web@dinecompany.com. If you can’t find what you need on the Policies page, visit our FAQ page which contains more information. Policies are subject to change.

Online Payments

Payment terms for all online orders are pay in advance of order shipment/delivery using credit cards, PayPal, or financing agreements.


Order Processing –

Most orders of in-stock items ship within 1-2 business days after the order is placed. The first business day is considered the day after the order is placed, not the day the order was placed. Orders containing special order items are processed within 1-2 business days and usually ship within 5-10 business days or potentially longer depending on the manufacturer. See the availability on product pages for more information.

Back Orders –

Occasionally, items may be out of stock or back ordered. In either case, we will contact you to inform you of availability and a shipping plan.

Shipments –

We are located in and ship stock items from Louisville, KY. Once shipped, items shipped from our location will usually deliver within 1-5 business days depending on carrier transit times. The cart and checkout will provide a general estimate on shipping times. Regular ground shipments will process through UPS or USPS.

Large freight orders from Dine Company will ship through a carrier of our choosing. Extended shipping times for areas considered rural by shipping carriers are possible as carriers don’t always make daily deliveries to rural areas. Large freight orders will not be sent to residential addresses.

Shipping times and carriers for orders dropshipped directly from manufacturers will vary.

Free Shipping –

Free ground or freight shipping applies to select products throughout the website.

Customers who returned items which shipped free will not only have to pay return shipping, but will also have to reimburse Dine Company for the original shipment cost unless an incorrect item was sent.

Delivery –

UPS – Items shipped with UPS may be left in a safe location determined by the delivery driver. Some shipments of high dollar products may require a signature at delivery.

USPS – Shipments will usually be left where you receive mail.

Freight – A liftgate is offered on all 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, truck drivers are 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.

Orders with delivery addresses at freight forwarders will be cancelled.


Standard Carrier (UPS, USPS, etc) Shipments –

Upon receiving, immediately inspect contents for damage and piece count. If damage has occurred, take pictures of the damage and packaging and send them to web@dinecompany.com. Save all packaging in case the carrier needs to do an inspection.

Freight Shipments –

Improper receiving of merchandise will result in loss or delay of resolution.

Inspect all merchandise upon delivery. Merchandise is insured against loss during transit, but in order to collect on a shortage or damage claim, the merchandise must be inspected BEFORE signing off on the delivery. For shortages or damage, please contact Dine Company at 866-591-3463 and send pictures to web@dinecompany.com after following the instructions below.

Piece Count –

Any missing items must be noted on the delivery driver’s paperwork.

Visible Damage –

If damage is visible to the crating, box, etc the merchandise was shipped in, please take pictures of the damage and keep all packing materials in case a claim needs to be filed. After taking pictures, remove the packing and inspect the merchandise for damage.

Merchandise received with minor dents, scratches, or breaks should be accepted, but this damage must be noted on the delivery driver’s paperwork. Be sure to take pictures of the minor damage.

Merchandise received with severe damage or damage beyond repair should be refused at delivery. Take pictures of the damage and ensure the damage is noted on the delivery driver’s paperwork. The refused merchandise will be returned and a replacement, if available, will be sent.

Concealed Damage –

Concealed damage which was not immediately visible should be reported to Dine Company the same day as receiving; preferably within 1 hour of receiving. This quick timing is the best way to file a concealed damage freight claim.

All damage claims reporting expires 24 hours after the merchandise is received. After this time, no further action will be taken by the freight carrier or Dine Company.


If part of your order was incorrect, Dine Company will pay for return shipping on any item which we sent out by error. The corrected order will be sent out as soon as the incorrect item arrives back at Dine Company.

Customers who return items which shipped free will not only have to pay the return shipping, but will also have to reimburse Dine Company for the original shipment to the customer unless the wrong item was originally shipped.

The Dine Company Return Form must be included with the returned items.

Standard Stock Item Returns –

Returns of standard stock items will be accepted as long as the following terms are met:
Items must be returned within 7 days of receiving.
Each item must be in original, unopened packaging and must be unused. Returned items will be inspected upon arrival before any refund is given.
The customer is responsible for all return shipping charges. Original shipping charges will not be refunded.
Face masks and disposable gloves cannot be returned.
There is a 20% restocking charge on all standard stock items.

Special Order Item Returns –

Returns of special order items will be accepted as long as the following terms are met:
Special order items are not considered part of Dine Company’s daily inventory. Special order items will be noted on product pages and in the cart.
In order to return a special order item, Dine Company must be contacted within 7 days of receiving.
Each item must be in original, unopened packaging and must be unused.
The customer is responsible for all return shipping charges including return shipping of special order items back to the manufacturer(s). Original shipping charges will not be refunded.
The item must be from a manufacturer who accepts returns. For manufacturers who accept returns, there is up to a 50% restocking charge plus freight depending on manufacturer policy.

Warranty Info

New Equipment & Smallwares Warranty –

Warranties on new items are provided directly from the manufacturers. Warranty information can usually be obtained online for most items. Please call customer service at 866-591-3463 if you have any questions. No additional warranties are implied or provided by Dine Company.

Used Equipment Warranty –

Unless otherwise stated, Dine Company provides a 30 day warranty from date of delivery on all used equipment.


Tax on Orders Shipped from Dine Company –

Dine Company collects and remits sales tax in AL, AZ, CA, CO, CT, FL, GA, IL, IN, KS, KY, MA, MD, ME, MI, MO, NC, NJ, NM, NV, NY, OH, PA, RI, SC, TN, TX, and VA. Orders will reflect sales tax at the respective state rates. States are subject to change. Store pick-up orders will be charged Kentucky sales tax.

Customers in states where Dine Company doesn’t charge tax are responsible for paying property usage tax per their local and state tax codes.

Tax on Orders Dropshipped from Manufacturers –

Tax may apply 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 a dropship tax may occur, however each state and manufacturer differ meaning you may incur a 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.

Non-Profit or Tax Exempt Customers –

Follow these steps to have tax exempt status on the website:
This process will only have to be completed once. Once tax exempt status is granted on the site, it will be automatic from then on.
– Sign-up for an account.
– Download the appropriate tax exempt form for your state.
– Completely fill out the form.
– Fax the form back to: Dine Company, Attn: Tax Exempt Web Sales at 502-637-5177 or email the form to web@dinecompany.com.
– Call 1-866-591-DINE (3463) or email web@dinecompany.com to ensure we received your completed form.
– We will set your website account to be tax exempt. This process just takes a moment.
Browse the website and place your tax exempt order!

Tax Exempt Forms:
Download the Kentucky Tax Exempt Form
Download the Indiana Tax Exempt Form

Customers in states other than Kentucky and Indiana will need to provide forms.

If you have any questions regarding the policies, please give us a call at 866-591-3463 or email us at web@dinecompany.com. If you can’t find what you need on the Policies page, visit our FAQ page which contains more information.

Dine Company
(502) 637-3232
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