Occasionally, we will temporarily run out of stock of an item due to high demand. If this is ever the case for an item you ordered, we will send you an out-of-stock e-mail within 24 business hours. If you have a time-constraint on your order, please respond to the e-mail and our Order Support team will work on a solution for you! You can also feel free to contact a Customer Solutions Specialist to check stock on the items you’re purchasing before your order is placed to ensure availability.
Canceling/Modifying an Order
Please contact us immediately if you would like to cancel an order! If an order is already processing in our warehouse and being packed to ship, we cannot guarantee that the order can be canceled. If you would like to add to or modify your order in any way, please contact a Customer Solutions Specialist to cancel the order so you can reorder exactly what you need!
If we cannot cancel an order because it has already shipped from our warehouse, please see our Returns Policy.
Changing Your Shipping Address
Please contact us immediately if you would like to ship your order to a different address than you indicated at checkout. Once an order ships, there are fees associated with changing the shipping address that would need to be collected before the change can take effect. The cost of changing the shipping address will depend on the shipping method and number of shipments. If an order has already left our warehouse before the shipping address change is made, we cannot guarantee that it will arrive at the new location. If a carrier tries to deliver a shipment several times and is unsuccessful, your order will be returned to us and treated as a standard return.
Primary Form of Communication
In order to provide our customers with the most up to date information regarding products and orders, our primary form of communication is via email. All order updates will be sent to the email address used when the order was placed. For this reason, please be sure to use a valid email address when placing your order. If you have questions that need to be directed to our Customer Solutions team, you are welcome to contact us via email or phone
Accepted Credit Cards (Preferred Method)
We ask that all orders be placed online via credit card payment. From the shopping cart, please check out using our secure server. We accept all major credit cards including MasterCard, Visa, and Discover.
Charges and Authorizations
Charges are billed to your credit card immediately. You will be charged for the total order at the time of order placement, even if your items will be shipped at several different times. When you place an order on our site, an authorization is placed on your funds in the amount of your order. An authorization is a communication from your bank to our payment system letting us know your card is valid and the required funds are available.
Please note that credit and debit card providers differ in how long authorizations are held. If the original authorization expires before the funds are captured, your card will automatically re-authorize upon shipment. Depending on your provider, re-authorizations and/or pending transactions will result in a hold on the funds in your account. Although these funds have not been captured, this hold can result in overdraft fees. VtailSource is not responsible for any fees occurring from this type of situation.
We do accept check payments for orders. Please note: once we receive the check there will be a five business day waiting period prior to processing your order as your check clears. To expedite the waiting period, you may send a certified check for payment. We can begin processing your order as soon as a certified check is received. If you are interested in paying by check, all you need to do is contact us to place your order over the phone.
All of our pricing is listed in US dollars ($).
Because of our business model, we are unable to accept Purchase Orders. All orders must be placed online and paid for in full at the time of purchase.
Information Collection & Use
VtailSource is the sole owner of the information that is collected from customers on this site. We do not share any information about you with third parties in any way. Customer information is used by VtailSource to:
- Process orders
- Provide a personalized shopping experience for registered customers
- Send e-mail newsletters full of specials and helpful information to those who opt to receive them
- Monitor traffic patterns to improve our site’s functionality and user-friendliness
We collect customer information with one goal in mind, serving you to the best of our ability!
At VtailSource, we strongly encourage you to register with us during the checkout process. Registration is not mandatory to complete checkout, but by registering you receive the following benefits:
- Access special sections of the site, such as the My Accountsection, where you can track current orders, view old orders, and update your billing and shipping information.
- Reorder quickly by browsing through the items you’ve purchased in the past.
- Submit product reviews under the “Review items I’ve purchased” section of your account.
- When contacting Customer Solutions regarding your order, we can quickly and easily see all past orders for registered users.
All of the information we receive from you in the registration process is transmitted over a secure server and kept in a secure location. You can only access your information after logging in with the unique e-mail and password combination you created during registration.
At VtailSource, we make ensuring your security while shopping on our site a top priority! To do this we employ the best security available on the net for transmitting your personal information: SSL. SSL safeguards your information and guarantees your privacy while ordering through our site. You can see SSL is being employed by the lock icon at the bottom of your screen and the ‘https’ in the address bar, as opposed to the ‘http’ that is normally there.
At VtailSource, we use outside companies to ship orders and to process credit card transactions. We only provide these companies with the appropriate and necessary information. They do not store, share, or retain this information in any way.
Updating User Information
Registered customers can update their user information at any time by logging in and accessing the My Account section of our site.
We strive to provide the most accurate images of our products as possible. However, despite our best efforts, some product images prove difficult or impossible to obtain. In these cases, we will use the closest representative image we can find for the product. These representative, illustrative images may show optional accessories or features, or may be an image of a similar product.
Therefore, we recommend that you carefully read the product description and other related product literature such as Specification Sheets, etc., before placing your order. If you have any questions or concerns about a product even after reading the description and product literature, please contact us.
Image Color Policy
Our Images Department makes every effort to portray the color of an item as accurately as possible on our site. However, depending on your monitor settings, the color of an item may appear different than in person. Unfortunately we cannot guarantee the accuracy of the color displayed on your monitor.
Sales and Coupon Code Policy
Because we are a bulk distributor for food service supplies, we make sure to advertise our lowest prices on our website, including discounts we receive from our vendors that are passed onto our customers. On occasion we will provide sales and coupon codes to receive further discounts. To ensure the discount is received for sales, items should be purchased as soon as possible. Coupon codes for items on our site will have an expiration date associated with them. Coupons and discounts will only be honored on orders that are placed while the coupon/discount is valid.
Pricing that is advertised on sources outside of our website may reflect incorrect prices compared to what we currently offer. The prices on our website are regularly updated to ensure accurate, real-time pricing; however, search engines and coupon code websites may not always provide the most up-to-date prices. Please visit our website to view the current pricing of our items. Prices and coupon codes that are not valid will not be honored at checkout.
If a warranty is available for an item, the details of the warranty can be found as a downloadable PDF labeled ‘Warranty’ on the item’s page. All warranties are handled based on the manufacturer’s warranty policy. If problems arise with an item that is covered under warranty, the warranty process will be handled directly through the manufacturer or vendor of the item. Should a customer need help contacting a manufacturer or vendor about a warranty issue, our Customer Solutions team will be happy to assist. For items being used internationally, please confirm if the warranty is valid in your area.
All regularly stocked items may be returned to us if the item is unused and in all the original manufacturer’s packaging. In order for returns to be accepted, your items must be returned within 30 days from receipt of your order. Please contact a Customer Solutions Specialist before returning an item so a return authorization can be created. We will send you an e-mail with instructions on how to complete the return. Upon receipt and inspection of returned product(s), your credit card will be credited for the amount paid for the item(s) minus a 30% restocking fee.
To return Special Order items and items shipped direct from the manufacturer, please contact a Customer Solutions Specialist to request a return with the manufacturer. Items must be unused and in the original packaging that was received. Since manufacturer return policies and restocking fees vary, please contact us as soon as possible so a return request can be submitted. Although we attempt to receive a return authorization for all items, please note that some items on our website are made-to-order and are not able to be returned.
The return shipping fee for a standard return is the responsibility of the customer submitting the request. These fees may be applied after the return has been completed.
Why do we charge restocking fees? Because we want to continue to keep prices as low as possible for you! When an item is returned, there are additional costs associated with processing the return. Companies that do not charge restocking fees pass the costs of their Returns Department onto their customers through higher priced items. Instead of raising our prices and charging every customer for frivolous returns costs, we only charge a restocking fee for items that are a standard return.
Orders shipped into Canada may incur additional duties, taxes, and other fees to cross the border. These charges will be billed to you directly from the carrier. The charge shown on our site’s shipping calculator will not show these fees.
Orders shipped via common carrier require a broker to facilitate the import of your items into Canada. We will contact you before processing the order to inquire which brokerage company you are using if this information has not yet been provided. If you have already determined a broker for your shipment, please note this in the customer comments section of your order!
Keep in mind that we do our best to ship orders to Canada in one shipment but it is not always possible due to stock levels in our warehouses. On the occasion that we cannot ship in one, complete shipment you will be responsible for the extra brokerage fees that your broker may charge.
Damaged/Missing Items – Common Carrier
If any item or packaging is damaged or missing, or if you have any doubt about possible damage, you MUST do the following:
- Note it clearly on the delivery receipt before signing
- Keep your copy of the delivery receipt
- Contact us within 1 business day
- Keep the damaged packing materials for inspection
- Take pictures of the damaged items and packaging
Our warehouse gives great attention to packaging every order for shipment. Unfortunately damage does occur occasionally during transit and we must go to the carrier company to receive reimbursement for these damages. By signing the delivery receipt you are taking responsibility and ownership for the shipment in the condition noted. If part or all of your shipment is damaged and you did not note this in any way on the delivery receipt, we CANNOT guarantee any compensation for damages. By signing your name on the delivery receipt without noting any damages, you are stating that you have received your shipment in acceptable condition. .
Damaged/Missing items – Ground
Great care is taken when packing your order, but on rare occasions damage may occur or an item may have been missed. Upon receiving your order, please inspect it for any damages or missing items. If any part of your order is missing or damaged, please keep the items and packaging, and contact us within 5 business days of receiving your order so we can find a solution for you! Pictures of damage may be requested to help with the process.
We’re dedicated to getting your order to you as fast as possible. However, while some items are stocked in our warehouse, other items will be shipped directly from the manufacturer, in which case the delivery times may vary. Common carrier deliveries range from 1 to 10 days for delivery, depending on your proximity to the shipping origin. Ground shipping can take anywhere from one to seven days. All delivery times are estimates.
Errors in Shipment
Great care is taken when packing your order, but on rare occasions errors may occur. If there is an error with any part of your shipment, please contact us within 5 business days of receiving your order so we can find a solution for you!
Methods & Charges
VtailSource ships the majority of its products via FedEx, UPS, or another parcel carrier. However, for certain large and heavy items, a common carrier freight service is used.
Special Order Items
In order to maximize the products we’re able to offer to you, some items on our website are not normally stocked in our warehouses, such as custom graphics. These items may be shipped directly to you from the manufacturer, or brought into our warehouse with our next stock order from the manufacturer and then shipped to you.
Please note – we are not always able to cancel special order items once the order is placed and may not be returnable.