Availability
In-stock items generally ship in 1-2 business days. For items shipping from the manufacturer, estimated processing times are listed on the item’s page. If we do not have enough stock on hand to fulfill your order, we will send you an email notification within 24 business hours. If you have a time constraint on your order, please respond to that email so that our team can work on a solution for you.
Canceling/Modifying an Order
Once your order is placed, we cannot guarantee that it can be modified or canceled. If you wish to modify your order, please contact us as soon as possible. Additionally, we reserve the right to cancel any order.
Installation Location
The installation service will be provided by a mastersupply-certified service partner, and is available throughout the United States to commercial locations only. Installation is only available for new or replacement units at existing facilities. We are unable to complete installation in mobile food trucks and residences.
Installation Time
Installation fees are subject to change based on information provided in the Installation Service Survey, and the assumption that installation will occur during normal business hours of Monday - Friday, 8AM - 5PM. mastersupply will contact you once your order has been placed to finalize your installation service price. Installation services may also add approximately 5-7 business days to the estimated delivery time-frame provided during checkout.
Online Security
To ensure our customers’ safety online, all orders go through security checks before we start processing them. Please keep this in mind while ordering, as there may be a slight delay before processing for a small percentage of orders. If additional information is needed to help ensure the order’s validity, we will reach out via email.
Order Communication
As an e-commerce company, our primary form of communication is email. All order updates will be sent to the email address used when the order was placed. For this reason, please be sure to provide a valid email address when placing your order.
Pre-Installation On-Site Survey
If the on-site survey prior to installation is selected for the Installation Service, mastersupply will cover extra fees that occur the day of installation that result in the installation not being successful. mastersupply will only cover these fees if the issues causing an unsuccessful installation were not caught during the on-site survey. If the on-site survey identifies any issues prior to installation that result in additional charges, it will be your responsibility to pay. Our service provider may not require this service for all items, but it may be required if the unit must be taken up / down stairs. Additionally, should you choose to cancel an order that includes the purchase of Full Service installation, you will still be charged the cost of the site survey that is included in the installation fee. Once the order has been placed, we will contact you via email if any issue related to this should arise.
Price Changes and Updates
Pricing on our website is listed at the wholesale level and updated in real time. Product pages will list impending manufacturers' price increases, where applicable. For pending alternate payment / leasing orders, we reserve the right to adhere to these price increases on orders not paid in full by the specified deadline. In order to ensure that you receive the most accurate pricing on your order, we recommend that you pay in full prior to the effective date of the increase.
All prices are subject to change without notice. In the rare event that a product is listed at an incorrect price due to a website error, mastersupply will resolve the discrepancy, at our discretion, on all orders placed for the product listed at the incorrect price. This resolution may involve coming to an agreed upon price with the customer or a cancellation of the order, resulting in a full refund.
Receipt of Incorrect Product
If you believe you received the incorrect product, please keep the item(s) unused and in the original packaging and reach out to our Customer Solutions team. They will work with you to reship the correct item or offer a refund. We may require a picture of the incorrect product you received and will cover the cost of return shipping for that item.
Resolution of Disputes
You agree that any disputes and claims related to or arising from these Conditions of Use and/or your use of this website, including disputes arising from or concerning their interpretation, violation, invalidity, non-performance, or termination, will be resolved through final and binding arbitration under the Rules of Arbitration of the American Arbitration Association applying the laws of the Commonwealth of Pennsylvania, instead of in court. An exception is that you may assert claims in small claims court, if your claims qualify.
There is no judge or jury in arbitration, and court review or appeal of an arbitration award is very limited. An arbitrator can award on an individual basis the same damages and relief as a court, and must follow the terms found in mastersupply’s conditions of use just like a court would.
The arbitration will be conducted by the American Arbitration Association (AAA) under its rules, including the AAA's Supplementary Procedures for Consumer-Related Disputes. The AAA's rules are available at www.adr.org or by calling 1-800-778-7879.
To begin an arbitration proceeding, you must file a Demand for Arbitration with the AAA, according to the AAA’s rules. Payment of all filing, administration, and arbitrator fees will be governed by the AAA's rules. We will reimburse those fees for claims totaling less than $10,000 unless the arbitrator determines the claims are frivolous. Likewise, mastersupply will not seek attorneys' fees and costs in arbitration unless the arbitrator determines the claims are frivolous. You may choose to have the arbitration conducted by telephone, based on written submissions, or in person in the county where you live or at another mutually agreed location.
We each agree that any dispute resolution proceedings will be conducted only on an individual basis and not in a class, consolidated or representative action. If for any reason a claim proceeds in court rather than in arbitration we each waive any right to a jury trial. We also both agree that you or we may bring suit in court to enjoin infringement or other misuse of intellectual property rights.
Applicable Laws
These Conditions of Use shall be governed by and construed in accordance with the laws of the Commonwealth of Pennsylvania, without giving effect to its conflict of law provisions.
Text Messaging
Registered customers can sign-up for 'Shipment Updates via Text' in their account settings to receive an SMS text message when packages are out for delivery, delivered or encounter a problem. Text messages will be sent for all packages shipped after you complete the sign up process. This service may not be available and/or may not include tracking for packages that are shipped directly from one of our manufacturers.
Text messages may also be sent when there is an urgent need for information to continue to process your order. These situations could include (but are not limited to):
• Payment processing errors
• Expedited order delays
• Confirmation of order details
• Delivery requirements
Text frequency based on user orders. Message and data rates may apply. Customers may opt-out at any time by sending STOP to 7377 564035 or unsubscribing in their account settings. (Note: if you texted STOP but would like to restart, text START, and make sure your number below is correct.) Responses are unable to be received via text.
Our participating carriers include (but are not limited to): AT&T, SprintPCS, Metro PCS, T-Mobile®, U.S. Cellular®, Verizon Wireless.
