Shipping & Returns
Make sure to thoroughly inspect all shipments on arrival as all claims for damages or shortages must be filed with the transportation company.
SHIPPING
We can ship to virtually any address in the United States. Note that there are restrictions on some products, and some products cannot be shipped outside the 48 contingent states.
When you place an order, we'll estimate shipping and delivery dates for you based on the availability of your items and the shipping options you choose. For any items which can't be shipped via USPS, UPS, or FedEx, you'll be provided various freight estimates from LTL common freight carriers on the checkout page.
Please also note that the shipping rates for many items we sell are weight-based & dimension-based. The weight & dimensions of any such item can be found on its detail page. To reflect the policies of the shipping companies we use, all weights will be rounded up to the next full pound and all dimensions will be rounded up to the next full inch.
Items back-ordered from the manufacturer will be shipped ASAP.
Make sure to thoroughly inspect all shipments on arrival as all claims for damages or shortages must be filed with the transportation company.
RECEIVING INSPECTIONS / DAMAGE
At CulinaryHotPot.com, we do our best to ensure your order arrives to you safely and on time. Unfortunately, there are times your merchandise may become damaged by the carrier while in transit. Freight companies are responsible for inspecting shipments for damage when picked up from our warehouse or from the manufacturer’s warehouse. When the driver signs the freight bill, they’ve indicated your order was picked up in good condition (unless otherwise noted on the freight bill). In turn, it’s your responsibility to inspect your order upon arrival for damages before signing for the shipment. IF AN ITEM ARRIVES TO YOU WITH CLEAR AND OBVIOUS FREIGHT DAMAGE, REFUSE THE SHIPMENT OUTRIGHT AS "DAMAGED". IF AN ITEM ARRIVES WITH ONLY SCUFFS/CREASES/SMALL IMPERFECTIONS TO EXTERIOR PACKAGING YOU MAY CHOOSE TO ACCEPT THE SHIPMENT AS DAMAGED BY CHECKING THE "DAMAGED" BOX AND NOTATING ALL DAMAGE ON THE DELIVERY RECEIPT/FREIGHT BILL. YOUR SIGNATURE (OR THAT OF YOUR REPRESENTATIVE) OF A "FREE AND CLEAR RECEIPT", WITHOUT CHECKING THE "DAMAGED" BOX & NOTATING ALL DAMAGE, INDICATES THAT ALL ITEMS IDENTIFIED ON THE DELIVERY RECEIPT/FREIGHT BILL ARE RECEIVED IN GOOD CONDITION BY THE PERSON SIGNING THE DOCUMENT. This means that you are relieving the manufacturer, freight carrier and CulinaryHotPot.com of any liability for the damages. Once you sign the delivery receipt/bill of lading, without noting any damage, we have no method of holding the freight carrier liable for damages. DO NOT LET THE DRIVER MAKE YOU FEEL RUSHED. We have noticed that the more urgent the driver seems, the more likely it is that your shipment is damaged.
Upon refusal, please contact CulinaryHotPot.com as soon as possible and we will take the necessary steps to have replacement(s) shipped out to you.
If you decide to keep the order and sign for it "Damaged," or "Subject to Inspection," or with any other notes on the freight bill, you will need to file a freight claim with the carrier for compensation and CulinaryHotPot.com will not be responsible for the outcome of your freight claim.
Concealed Damage Shipments
If the shipment is delivered and signed for, free of damage, and damage has been discovered after fully unpacking the shipment, CONTACT US IMMEDIATELY (the same business day if possible) AND PERFORM THE FOLLOWING. Time is of the essence!
Keep the damaged packing materials for inspection.
Take pictures of the damaged items and packaging.
DO NOT move the damaged unit to another location (another warehouse, end user, etc...).
Failure to perform these tasks could cause an automatic concealed damage claim denial upon the carrier's inspection.
Once CulinaryHotPot.com is notified, we will contact the carrier and they will typically schedule an inspection, depending on the extent of damage. They may also require a service agency to look at the equipment to estimate a value of damage. After the inspection is complete, it will be determined by CulinaryHotPot.com and the factory if the unit should be returned and replacement sent out or if the unit can be repaired in the field.
Understand that if a freight claim is not filed with the carrier within 1 business day the claim will be denied. Because of this, it is always the end user’s responsibility to ensure no damage is present at the time of receipt of goods. If you are purchasing equipment with the intention of storing it for a later date, you must still follow the above procedures to avoid possible monetary loss.
Lost or Damaged Parcel Shipments
For the rare occasions where ground/parcel shipments are damaged, lost, or missing items, keep the items and packaging, and contact us within 48 hours of receiving your order. We may ask for pictures to better help us find a solution for you.
Make sure to thoroughly inspect all shipments on arrival as all claims for damages or shortages must be filed with the transportation company.
RETURNS
You may return most new, unopened items within 30 days of delivery for a full refund. We'll also pay the return shipping costs if the return is a result of our error (you received an incorrect or defective item, etc.). All returns must be in original product packaging, unused, and must be postmarked within 30 days of delivery receipt. No returned merchandise will be accepted unless approved.
After received & processed, if a refund is approved, you should expect to receive your refund within approximately four (4) weeks of giving your package to the return shipper; however, in many cases you will receive a refund more quickly. This time period includes the transit time for us to receive your return from the shipper (typically 1-10 business days), the time it takes us to process your return once we receive it (usually 5 to 10 business days), and the time it takes your bank to process our refund request (up to 5 to 10 business days). All approved refunds will be credited to your original payment method. No refunds will be approved if returned after 30 days. Custom, used, damaged, clearance, and/or special order items cannot be returned or refunded for any reason.
If you need to return an item, please Contact Us with your order number and details about the product you would like to return. We will respond quickly with instructions for how to return items from your order.