Customer Service

Shipping & Delivery

The equipment from Knox is designed for commercial use. Many products are designed for their utility, not the cosmetic appeal you would expect for home use. Commercial refrigeration units are very heavy, very hot and consume much more power than consumer refrigerators. This necessitates special clearance, insulation and power sources. Commercial cooking equipment is not for residential use. The units we sell do not carry The American Gas Association (AGA) Approval to be legal for use in a home. We cannot ship cooking equipment to non-commercial addresses or for non-commercial use, for these reasons: – It is typically illegal to install commercial cooking equipment in your home and will usually void your homeowners insurance. – Manufacturers do not allow shipment of their products for non-commercial use and will void the warranty if the product is placed in a non-commercial environment. -Our cooking equipment does not have electronic ignition or proper insulation as is required for units being installed in a home. Pilots run 24 hours per day. Doors and panels get very hot and may cause burns or pose a fire hazard.

Shipping Policies

All of our shipments will be delivered curbside only. If liftgate service, inside delivery, uncrating or installation is needed, we can arrange it in advance for an additional fee.  Please make arrangements (personnel & equipment) for unloading at your location.

All shipping charges are based on weight and shipping zone figured in real time using a UPS database. Please understand due to packaging weight or multiple boxes not being factored into your original freight quote, your charges may differ slightly. If the difference is greater than 15% we will call for an approval before the processing of your order.

If our shipping carrier determines that your address is inaccessible for delivery, please contact Knox Refrigeration immediately so that we may assist you in making other arrangements. This may involve final delivery at the nearest shipping terminal. In whatever manner you receive a delivery, please note that it remains your responsibility to follow our delivery guidelines.

All shipments made to Alaska and Hawaii require a shipping quote and customer approval before processing.

After placing your order, a shipping quote will be e-mailed to you for your approval. We are unable to deliver outside the united states, to post office boxes or to APO/FPO addresses. Knox usually ships via United States Parcel Service and a variety of other common carriers.

Liftgate

Liftgate service unloads your shipment to ground level, it is not inside delivery.

Freight delivered via common carrier may require liftgate service. During checkout, you will have the option to choose liftgate service if applicable. If you choose the liftgate service, a fee of $75 will be applied to your order for commercial locations only.  Residential locations will require additional charges.

Please note equipment larger than 84” inches will not fit on a liftgate and will require special equipment(i.e. forklift) to unload.

Consider liftgate service if you facility does not have a loading doc, otherwise you will need to make alternate arrangements for unloading at your location.  If you determine at delivery that you need a liftgate, you are responsible for additional charges.

Redelivery Or Reconsignment

If the freight carrier attempts delivery and is unable to deliver for reasons that are within your control, redelivery fees may apply. Once a shipment is in transit, new fees may apply if there is a change in delivery address (also known as reconsignment).

Canceled/Refused Orders

If you decide to cancel or refuse any part of your order after it has been shipped, please note that you will be responsible for the full amount of round trip shipping and handling charges, plus any applicable restocking fees. If equipment is damaged and refused at time of delivery, these fee’s will not apply.

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