Shipping & Returns Policy
Regal Pro Supply 4030 Wake Forest Rd, Raleigh, NC 27609 www.regalprosupply.com
Shipping Policy
Order Processing
All orders are processed within 24 hours of purchase. Because our products — including commercial coffee equipment and other foodservice equipment — ship directly from the manufacturer, delivery times may vary by item. Most orders arrive within 2 weeks or less from the date the order is placed.
Shipping Rates
- Free ground freight shipping is available on all orders over $500, shipped within the contiguous United States only.
- Orders under $500 will be charged shipping at checkout based on carrier rates.
- We currently ship to the contiguous United States only. We do not ship to Alaska, Hawaii, US territories, PO boxes/APO/FPO addresses, or international destinations.
Delivery Method & Requirements
Because much of our equipment ships via freight carrier due to size and weight:
- Standard freight delivery is typically curbside or dock delivery. Liftgate delivery and inside delivery are available for an additional fee — please contact us before ordering if you need either service, or if your location does not have a loading dock or forklift access.
- Freight carriers generally schedule a delivery appointment and will call ahead to coordinate a delivery window.
- A signature is required upon delivery. Please inspect the shipment for visible damage before signing the delivery receipt — this helps us process any damage claims quickly.
- Delivery locations must be accessible to a freight truck. Please let us know at checkout or by emailing sales@regalprosupply.com if your location has limited access (e.g., narrow streets, no loading dock, residential delivery).
Backorders & Lead Times
Since orders ship directly from the manufacturer, lead times vary by product and manufacturer. While most orders arrive within 2 weeks, some items may be backordered or require additional lead time. If any item in your order will exceed the standard delivery window, we will notify you with an updated estimated ship date.
Order Changes & Cancellations
Orders may be cancelled free of charge within 48 hours of purchase by contacting us at sales@regalprosupply.com. Cancellations requested after 48 hours are subject to a $150 cancellation fee, as the order may have already been sent to the manufacturer for fulfillment. Once an order has shipped, it can no longer be cancelled and must instead follow our standard returns process.
Incorrect Items Shipped
If you receive an item that does not match your order, please contact us at sales@regalprosupply.com within a reasonable time of delivery. We will arrange for the correct item to be shipped and the incorrect item returned at no cost to you, with no restocking fee.
Sales Tax
Applicable sales tax is calculated at checkout based on the shipping destination.
Direct-from-Manufacturer Shipping
Because we work with a network of manufacturers to get equipment to our customers as efficiently as possible, orders may ship from different locations and could arrive in separate shipments if you order multiple items. Tracking information will be provided for each shipment as it becomes available.
Damage-Free Delivery Guarantee
Regal Pro Supply guarantees that your equipment will arrive undamaged. If your order arrives damaged, we will replace the product at no cost to you. Please inspect your shipment upon arrival and report any damage as soon as possible so we can arrange a replacement promptly.
Returns Policy
We want you to be fully satisfied with your equipment purchase. If you need to return an item, please review the guidelines below.
Return Eligibility
- Items must be unused, in original condition, and returned in their original packaging, including all accessories, manuals, hardware, and included parts.
- Returns must be initiated within 30 days of delivery.
- A valid proof of purchase (order number or receipt) is required for all returns.
- Custom orders, special-order equipment, and clearance or closeout items are non-returnable, unless the item arrives damaged or defective.
Return Merchandise Authorization (RMA)
All returns require an RMA number before the item is shipped back. This allows us to notify the manufacturer and ensure your return is processed correctly. To request an RMA, contact us at sales@regalprosupply.com. Items returned without an RMA number may be refused or delayed.
Freight & Repackaging Requirements
Much of our equipment ships via freight on pallets or in protective crating. To qualify for a return:
- Items must be repackaged in their original crating and/or pallet to prevent damage during return transit.
- The customer is responsible for repackaging the item securely. Freight carriers may deny damage claims on improperly repackaged returns, and inadequately packaged returns may not be eligible for a full refund.
Restocking Fee
All approved returns are subject to a 5% restocking fee, deducted from the refunded amount. This fee does not apply to items returned due to shipping damage or manufacturer defect (see below).
Free Return Shipping
Return shipping is provided free of charge to the customer for eligible returns — you will not be charged to send an eligible item back to us.
Refunds
Once your return is received, it will be inspected to confirm it is unused, complete, and in its original packaging. Refunds are issued to the original payment method within 5–10 business days of a completed inspection, less the 5% restocking fee where applicable.
Damaged or Defective Items
Returns for items that are unused and simply no longer wanted are handled under the standard return process above, including the restocking fee. Items that arrive damaged in transit are handled separately under our Damage-Free Delivery Guarantee (see Shipping Policy above) — these are replaced at no cost to the customer, with no restocking fee and no return shipping charge.
Manufacturer Warranty
This policy covers returns of unused equipment only. Equipment issues that arise after use or installation — such as mechanical defects or performance issues — are covered by the manufacturer's warranty, not this returns policy. Please contact us at sales@regalprosupply.com and we'll help direct you to the appropriate manufacturer warranty process.
B2B & Bulk Orders
Large commercial or bulk B2B orders, and orders placed under net-terms accounts, may be subject to case-by-case return terms, which will be confirmed at the time of purchase or upon request. Please contact your Regal Pro Supply representative or sales@regalprosupply.com for details specific to your account.
How to Start a Return
To begin a return, please email us at sales@regalprosupply.com with your order number and reason for return. We'll issue an RMA number and provide instructions for free return shipping.
Questions?
If you have any questions about shipping, delivery, or returns, please email us at sales@regalprosupply.com or reach us by mail at:
Regal Pro Supply 4030 Wake Forest Rd Raleigh, NC 27609