Terms and Conditions of Use
Acceptance of Terms
By accessing and using Donut-Equipment.com, you signify your acceptance of these Terms and Conditions and our Policies. If you disagree with any part of these terms or policies, please refrain from using this website.
For the health and safety of our customers, we are unable to accept returns on items that have been used. Once used, the manufacturer’s warranty is enabled. Any item that remains unused must also remain sealed with the original packaging and shipping materials. We can not accept returns that have been repackaged due to not knowing the conditions the items may have been exposed to before they are returned.
All returns are subject to a 30% restocking fee plus shipping fees and any other miscellaneous applicable fees and must remain unused, in the original packaging, unopened. If the item is on order and the order is canceled prior to fulfillment, the restocking fee will still be applied due to the item increases inventories and has cost associated with the ordering and cancellation of the order.
Returns
Manufacturers' return policies vary and are the customer's responsibility. See our returns policy page for more details regarding returns.
Dispute Resolution
Disputes arising from these terms will first seek resolution through mediation or arbitration.
Limitation of Liability
Our liability for any claim related to these terms or use of the website will not exceed the purchase price of the product in dispute.
Governing Law
These Terms and Conditions are governed by the laws of Oklahoma.
Modifications to Terms and Conditions
Donut-Equipment.com may modify these terms at any time. Continued use after changes implies acceptance.
Return Process
Please allow up to four weeks to have your refund processed; in most cases, you will receive your refund sooner. It could take up to 7 business days for items to arrive in our warehouse, it then goes to our product inspection team (up to 5 business days) and then your bank or credit card company could take up to 5 business days to have the payment processed. All refunds will be issued in the form of the payment method used to make your purchase. Processing does not take place on Saturday or Sunday and are not associated with business days.
Return Authorization Process
1. Contact customer support through phone: 1-918-739-4380 or email:
2. Customer is emailed a copy of the return request form.
—------------------------------------------------------------------------------
Return Request Form
* All fields are required
First Name*:
Last Name*:
Email*:
Confirm Email*:
Phone Number*:
Order Number*:
Number of items*:
Reason for Return*:
[ ] I ordered the wrong item.
[ ] It was damaged at arrival.
[ ] The item is defective.
[ ] You shipped me the wrong item.
[ ] I canceled this order
Details About Return*:
Add Another Item
I agree with the terms and conditions stated above. [initials]
—-------------------------------------------------------------------------------
3. The customer fills out the return request form and the customer and donut-equipment reconnect to discuss the request, such as a refund, exchange or return request
4. If the item(s) meet the company standards for products eligible for return or exchange, upon manager approval a return shipping label may be provided if the customers need for return was the error of donut-equipment. All other return shipping is the responsibility of the customer.
5. If the product item(s) are not eligible for return or exchange then the applicable policies will be explained.
6. Customer will ship, at the customer's expense, the item(s) that the customer is requesting to return.
7. Donut-Equipment.com will receive all unused and unopened item(s).
8. Once item(s) are received, inspected, and approved by the return team, a determination will be made as to whether or not the request is eligible for a replacement, exchange, store credit, or refund pursuant to the conditions stated within this policy.
9. If the request is eligible for a return, exchange, or refund, the customer is charged any applicable return fees or restocking fees and the amount remaining is credited to the customer toward the approved return, exchange, or refund.
10. All refunds must be processed using the same type of payment used for the original purchase and must use the account number used in the original purchase.
11. If all criteria are met, refunds will be processed within 30 days of Donut-Equipment.com's receipt of all items for which a return or exchange is requested.
12. The following charges are non-refundable: taxes, shipping fees, credit card and financing fees.
Ineligible Items
The following items are not eligible for returns, refunds, or store credit.
⦁ Perishables - Donut mix, cake mix, shortening, icing, sprinkles, toppings, or
any other consumable items.
⦁ Customized Equipment Orders
⦁ Discontinued Items
⦁ Cups
⦁ Boxes
⦁ Paper products
Eligibility Requirements for returns, refunds, and exchanges.
1. Items must be new and in the original packaging.
2. Items cannot have been used.
3. Items must have been received within the past 30 days.
4. Items must be equipment. No food or food related packaging.
5. Items cannot be consumables. e.g. mixes, powders, sprinkles, shortening, icing, frosting, paper products, etc.
6. Items cannot be custom order products
7. Items must be eligible to be returned and meet manufacturer's return policies.
8. Shipping charges are non-refundable
9. Items must be sent through the return authorization process
10. Items eligible for return or exchange will be charged applicable fees. e.g. restocking fees, shipping fees, storage fees, redelivery fees, etc.
Manufacturer Returns
Items shipped from a manufacturer to our customer must have a return authorization from the manufacturer.
Defective Merchandise
If you receive a defective item, you will have to file a warranty claim. Proof of defective item(s) must be provided and we will need approval from the manufacturer before any refunds are issued.
Missing Or Damaged Items
Claims of items missing from a shipment or damaged in transit must be reported within 5 business days from date of delivery. Each shipment will include a packing list. Please verify that you received all items listed on that sheet.
In order to claim damage in transit, the driver must acknowledge the damage before departing the delivery and a phone call must be made to donut-equipment.com before the driver departs the original delivery of product. 5 or more photos will need to be submitted with the original bill of lading with drivers signature acknowledging any damages reported due to transit.
Chargebacks
Valid use of the chargeback process;
The chargeback process gives consumers a way to dispute invalid transactions on their credit card statement by going through their bank instead of the business. Valid credit card disputes include:
-
Unauthorized transactions: These are fraudulent charges that can be the result of the loss or theft of a cardholder’s physical card or the high jacking of their card information by another means.
-
Billing errors: These may include incorrect purchase dates and amounts, failure to give credit for returns.
-
Unresolved customer complaints: If you are not satisfied with our response after contacting us, and feel that you are not going against the agreed upon store policies.
Misuse of the chargeback process;
There are situations where a customer may file a chargeback for reasons that aren’t technically legitimate. Invalid use of the chargeback process, whether by accident or on purpose, is fraud. Donut-Equipment.com will file charges if misuse incurs.
Examples include:
-
Avoiding the return process: A customer may decide to use the chargeback process instead of the return process if they feel that the return process is too difficult, they don’t understand it or the time limit for the return has expired.
-
Not recognizing the transaction: A customer may forget they made the purchase or not recognize the business name on their statement and file a dispute.
-
Claiming a legitimate purchase is fraud: Finally, there are times when a customer makes a legitimate purchase from a business and then disputes the charge as a means to avoid paying for it.
Steps that must be followed before initiating a valid claim for chargeback;
-
Please make sure you read and comply with all Donut-Equipment.com’s policies that are provided.
-
Contact our office at 1-918-739-4380 or email to:orders@donut-equipment.com and attempt to resolve the issue.
Fees
Chargeback fees charged to Donut-Equipment.com typically ranging from $15 to $100.00 will be turned over to an outside collection agency as well as any information to assist the collection of fees incurred by Donut-Equipment.com.
Legal Charges
In situations the customer has the product or products and files a chargeback. Donut-Equipment.com reserves the right to file criminal charges for theft for the amount of the product as well as all expenses and fees incurred.
Fees
Restocking Fees
Items returned to Donut-Equipment.com are subject to a 30% restocking fee. All special order returns are subject to a restocking charge of 30% plus shipping and handling fees. Customers must provide an order number and receive a return authorization by email.
Exchange Fees
We are happy to help you exchange a returnable item for another product from our inventory or the same manufacturer. In most cases, the restocking fee will be waived when exchanging items directly with our warehouse. You will be responsible for return shipping fees. Items shipped directly from the manufacturer must be returned and exchanged with that same manufacturer. These may incur additional shipping and restocking fees. All items being returned or exchanged must be new, unused, and in the original packaging.
Redelivery / Storage Fees:
If the freight carrier attempts delivery and cannot deliver for reasons that are within your control, redelivery fees may apply. (this could be as much as $500.00, depending on the carrier)). If the carrier attempts delivery without acknowledgment from the recipient, the goods will be reconsigned to a new address or returned to the manufacturer.
Credit Card Fees
In the event that a refund is necessary, we want to ensure that you understand why a small fee is deducted from the amount returned to you. Our credit card processor mandates a fee of 3.5% on all transactions, including refunds. This fee is not something we can control or waive, as it is a standard charge imposed by the processor to cover their costs. We want to be upfront and transparent about this, so you are not surprised if a refund is issued. The 3.5% fee is a bare minimum that allows us to process refunds in a timely and efficient manner. We understand that this may seem like an additional cost, but we assure you that it is a necessary one to ensure that we can continue to provide our services to you. We appreciate your understanding in this matter and are committed to making the refund process as smooth as possible.
Shipping Related Fees
Return shipping charges will be your responsibility and must be paid fully before redelivery is attempted. If you have the freight carrier store your order for any amount other than the standard transit time, then the freight carrier reserves the right to bill you storage fees directly. If the freight carrier bills these fees to Donut-Equipment.com, we reserve the right to bill those charges back to you. You will also be responsible for damages that may happen during storage.
Additional Shipping Fees
Shipping fees are non-refundable. In cases where items were purchased under our Free Shipping program, additional shipping and handling fees may be assessed and deducted from your refund amount.
The customer is completely responsible for entering the correct delivery address. If the product ships to an incorrect delivery address that the customer entered, as noted on their order, the customer is responsible for any additional fees to remedy the corrected delivery address.
Shipping charges and times are estimates. We ship to the lower 48 states in the USA. Addresses in Hawaii and Alaska may have additional charges. If an address change is necessary after shipping, extra charges apply:
⦁ Ground shipment address change: $17.00.
⦁ Freight shipment address change: $150 to $400.
⦁ Note: We cannot ship to locations labeled "apartments" by carriers, some housing areas are inaccessible by large trucks for shipping. Such orders will be canceled and refunded. Consider an alternative commercial delivery location. Additional charges may be applicable to the customer if the delivery location is considered inaccessible for a semi-truck delivery.
⦁ All expedited shipment orders must be placed before 1PM CST Monday - Friday. Otherwise, they will be processed the following business day. Plan accordingly.
⦁ Detention fees may apply for delays in shipment loading or unloading. Plan accordingly.
Expedited shipping such as overnight, next day air or any other will require additional fees for the customer. All shipping is sent using the lowest price method and is determined by donut-equipment.com unless customer makes arrangements by phone with donut-equipment.com.
Order Statuses
Open Order
If your order has not shipped, please contact our customer care team at 1-918-739-4380 or orders@donut-equipment.com to cancel your order. Different manufacturers have different order cancellation policies. Non-stocked special orders on equipment, or supplies cannot be canceled because the product is built per the customer's specifications. Special orders cannot be returned or refunded.
Shipped Order
If your order has shipped, you can refuse the shipment when it arrives at your location. You can accept the order and initiate a return authorization through our return process. When a shipment is refused, it will come back to our warehouse, and you may be charged a restocking fee and all shipping fees associated with the return.
Received Order
If you have already received your purchased item(s), please contact our customer care team at 1-918-739-4380 or orders@donut-equipment.com to start a return. You will be given instructions on how to ship your items back. You will be responsible for return shipping fees unless otherwise advised by a manager.
Parts And Special-Order Items Policy
For parts and special-order items, we pass along the manufacturer’s terms and conditions, including any shipping fees for parts, orders, and special-order items – this includes any customization to equipment.
Parts and special-order items are specific to your needs and cannot be resold by Donut-Equipment.com, therefore they cannot be returned.
Depending on availability, replacement parts may have an extended lead time.
Shipping and Delivery Policy
Shipping Charges:
The shipping charge is calculated within our system based on the dimensions, weight, freight class, and by zip code. Our freight calculator communicates with multiple freight carriers to determine the lowest rates available to your location, including our volume discount.
Free Freight:
Donut-Equipment.com offers free freight on select items, as indicated on each product. This offer applies only to the 48 continental states and includes basic delivery charges.
Standard Delivery:
All standard shipments are curbside deliveries unless otherwise specified. This means that the delivery driver will only drive the equipment to the property nearest the entrance. If you do not have a "semi-truck high" receiving dock or own a forklift, you must request a liftgate delivery service at the time of purchase. Liftgate fees are not included in free shipping promotions.
2nd Day AM Delivery:
2nd Day delivery is within two business days by 10:30 am to most businesses in the contiguous U.S., by noon to residences and by 4:30 pm to some rural areas. 2nd day shipment requests must be placed by phone before ordering 1PM CST Monday - Friday. 2nd Day orders entered after the 1:00 pm CST, daily shipment cut-off time, and transit or deliveries on holidays and weekends, will occur the following business day. Carrier delays or weather may impact the final delivery date or time.
Priority Overnight Delivery:
Priority overnight delivery is on the next business day by 10:30 am to most businesses in the contiguous U.S., by noon to residences and by 4:30 pm to some rural areas. Priority overnight shipment requests must be placed by phone before ordering 1 PM CST Monday - Friday. Priority overnight orders entered after the 1:00 pm CST, daily shipment cut-off time, and transit or deliveries on holidays and weekends, will occur the following business day. Carrier delays or weather may impact the final delivery date or time.
Notice to Residential Customers
Liftgate Delivery
This service is available for an additional charge during the order checkout process. A liftgate will lower the goods from the truck to the ground, and you will be responsible for the merchandise once it is lowered. If you have not paid for the additional service of liftgate delivery, then you will be responsible for removing the item from the truck.
Residential Shipping:
Deliveries to residential or limited access areas will incur an additional shipping charge. It is the responsibility of the purchaser to identify the shipping address as residential or limited access. Should the shipping information provided to Donut-Equipment.com be incorrect, Donut-Equipment.com reserves the right to back-charge the purchaser upon receipt of the delivery charges.
We are unable at this time to ship directly to residential addresses that are considered "apartments" by commercial carriers. All orders with delivery addresses flagged by a carrier as "apartments" will need to be canceled. You will be notified of the cancellation, and your purchase will be refunded. Please consider using an alternative delivery location when you place your order.
International Shipping:
We do not ship outside of the United States. If you have a freight forwarder, we can work with you on shipping your desired products to them. Please note that we are unable to supply a freight forwarder for you. Call to set up freight forwarder deliveries.
Processing Time:
Products marked "Ships same day if ordered by 2:00 pm CST leave our warehouse within 48 hours of order processing during business days (Monday through Friday). Orders placed after 3:00 pm CST will ship on the next business day. Orders placed on weekends and public holidays will ship on the next business day. If item quantity exceeds available warehouse stock, processing time may be delayed.
Order Receiving Instructions
For receipt of freight shipments, you, the customer, are responsible for following these specific instructions before you or the person that receives the freight shipment signs the Receipt of Delivery or the Bill of Lading from the freight carrier driver. We will not be responsible for orders that are not fully inspected per our instructions.
Standard Delivery
Standard delivery, also known as curbside or "non-liftgate" delivery, involves the delivery driver pulling the truck to your business's curb. You will be responsible for removing the merchandise from the truck yourself. The driver is not expected to remove the item from the truck or to bring the item inside. If you do not have a loading dock or the item is excessively heavy, we do not recommend moving the item without assistance. It is recommended that you consider beforehand whether or not you will require liftgate service.
Shortages
The first step should be to inspect all packages to ensure you have received the exact quantity of ordered items. If there are any shortages, you are responsible for noting any shortages on the Bill of Lading while the freight carrier driver is physically present.
Inspection of Goods
You are responsible for inspecting the packages and the equipment / products inside the packaging at the delivery time. As the recipient, you may spend as much time as necessary to uncrate or remove packaging to ensure the product is in acceptable condition.
If you decide to wait to inspect the packaging or unpack any items in the shipment after the driver leaves, you will be responsible for any damages that are either in plain sight on the outside of the packaging or concealed damages.
After unpacking, carefully inspect the items. Check all panels for dents and dings, paying extra attention to corners.
If you find any significant damage or missing parts, call the Customer Service Department immediately at 1-918-739-4380 .
Damage Policy
If any of your orders is damaged, note the damage on the delivery receipt / bill of lading while the driver is there. You must be as specific as possible when noting damage. This is crucial in distinguishing if the damage is on the outside of the packaging or if it is on the actual item that you have unpacked in front of the driver.
Always take a minimum of five photos of any damage that has occurred to be prepared for an inspection from the freight carrier. Do not throw away any of the original inner or outer packaging.
Concealed Damage
In the case of damage to the item, not the outside packaging, this is considered concealed damage. If the driver has already left your delivery location, the freight carrier has no evidence that the item was harmed while in their possession. You must keep the original outer and inner packaging if any damage is discovered. Then, request inspection immediately from the freight carrier plus make a written request to the freight carrier. This must be reported immediately within 24 hours.
Damaged Items
If you sign your name on the freight bill without noting any damages, you are stating that you have received your order/ shipment in acceptable condition. Once this has occurred, there is no possibility of filing a freight claim, and there will be no reimbursement of freight charges, order costs or any other charges incurred by you from Donut-Equipment.com.
Once you have signed the Bill of Lading that your shipment arrived in acceptable condition, the item(s) belong to you. You must immediately contact our Customer Service Department at 1-918-739-4380 while the freight carrier driver is present to report any damages.
They will instruct you on how to proceed with reporting the damages.
Refused Shipments & Unauthorized Returns
You will be responsible for full freight charges and applicable fees going both ways, plus a minimum 30% restocking fee for shipments that are refused for any reason other than damage (not applicable to items damaged in storage).
Canceled Orders
If you decide to cancel any part of your order after it has been shipped, please note that you will be responsible for the full round trip shipping and handling charges, plus any applicable restocking and repair fees.
Custom & Special Orders: If you have placed an order for a custom or special order item, it may be canceled only before it enters the production period at the manufacturer. After the custom or special order has entered the production period, you will be responsible for the shipping costs and order amount. You will not be entitled to any refunds, credits or exchanges.
In addition, once an order has shipped and payment has been processed, we do not refund taxes, even if the order is canceled. Please contact Customer Service at: 1-918-739-4380 with any questions.
30-Day Return Policy
General Conditions for Returns: We require an advance written Return Authorization for all returns to Donut-Equipment.com. Returns will be accepted only upon approval and will be eligible for credit only if they comply with our terms outlined below and within our Terms and Conditions of Use.
Requesting a Return Authorization: Please make sure to request a return authorization within 30 days of your delivery. To initiate this, kindly reach out to our Customer Service Team at Donut-Equipment.com or call us at 1-918-739-4380 .
Items Returned Without Authorization: We kindly ask you to avoid returning items without prior authorization. Items sent back to us without the required authorization may not qualify for credit and could be returned to the sender. Additionally, shipping costs for these items may be your responsibility.
Condition of Returns: Items authorized for return should be in an unused condition and in their original packaging. After receiving the returned item(s), we'll assess them to verify their condition.
Additional Terms To Note:
Special or Customized Items: Items that are special orders, cut-to-order, or customized are not eligible for return. However, we're always here to discuss potential exceptions or alternatives with you.
Non-returnable Items: Items that are used, perishable, custom-made, discontinued, categorized as 'scratch & dent', or return-ineligible dropship items from the manufacturer are not eligible for returns.
Drop Ship Items: Any items shipped directly from the manufacturer may be; (a) Ineligible for returns, (b) May be subject to additional shipping charges or restocking fees. To confirm the dropship item’s return eligibility prior to purchase please contact our customer service team.
Understanding the Return Shipping Charge: Items shipped from our warehouses and subsequently returned to our warehouses do not incur a shipping fee, however, return-eligible dropship orders from the manufacturer may incur a shipping fee.
You are responsible for ensuring that the returned merchandise is in a new condition when leaving your possession and being returned to us, therefore we recommend that you take pictures and videos of the unit prior to shipping to demonstrate the condition prior to shipping.
Orders
Availability
In-stock items generally ship in 1-2 business days, excluding weekends. Items shipping from the manufacturer and estimated processing times can vary. If the item ordered is not in stock or in transit to our fulfillment center, the item will ship as soon as possible. If you have a time constraint on your order, please call us at 918-739-4380, our team can work on a solution with you.
If the item is in stock, our warehouse facility provides shipping typically within 1 or 2 business days. Please note this does not mean that your order will arrive within 1 or 2 days but that your order will typically be shipped out on 1 or 2 days, excluding weekends or holidays. We are not responsible for longer than usual transit times of carriers, or longer build times than estimated by the manufacturer. We will do our best to provide you with an estimate of delivery or build, this estimate is based upon information available at the time of providing you with the estimate, and could change.
Not all the items we sell, are in stock, all of the time. Items not in stock are ordered from the manufacture, or may be on order and waiting delivery to our fulfillment facility. Shipping times will vary depending on the product ordered and the manufacturer. Lead times may vary from the estimate provided to you, due to demand for the product, labor shortages, parts availability and often may require months to fulfill.
If you require the equipment immediately, please call us in advance to verify product availability and the estimated product ship date. If the product is ordered, it will cost you 30%-50% of the orders value, to process the order and then cancel it. This includes hosting fees, cancellation fees, electronic processing fees, labor required and restock fees of materials charged by manufactures once the order is placed. We do not control these expenses and therefore will pass the cost to you if you choose to cancel for any reason.
Donut-Equipment.com 918-739-4380
Cancellation by Donut-Equipment.com
We reserve the right to cancel any order, refund, credit, or reshipment at our discretion without notice. Donut-Equipment.com also reserves the right to refuse service, terminate accounts, and terminate your rights to use Donut-Equipment.com's website, mobile website, or mobile application services (“Services”). If we do so, we will not provide any type of reimbursement for termination related to conduct that we determine, in our discretion, violates our policies or any applicable law, involves fraud or misuse of the Donut-Equipment.com Services, or is harmful to our interests or another user.
Canceling an Order by the Customer
Similarly, once an order is placed, we cannot guarantee that it can be canceled. If you wish to cancel an order, please contact us as soon as possible. A cancellation and/or restocking fee may be deducted from your return credit to cover the cost of canceling the items and/or processing the items back into stock. This fee could be up to 50% of the item(s)’ cost. Customized products are non-modifiable, non-cancelable, and non-returnable.
Modifying an Order
Once your order is placed, we cannot guarantee that it can be modified. If you wish to modify your order, please contact us as soon as possible. Customized products are non-modifiable, non-cancelable, and non-returnable.
Return Request
This is a request, not a guarantee. Not all requested returns will be accepted and not all products are eligible for return. Please review our return policy before proceeding.
Return Request Form
* All fields are required
First Name*:
Last Name*:
Email*:
Confirm Email*:
Phone Number*:
Order Number*:
Number of items*:
Reason for Return*:
[ ] I ordered the wrong item.
[ ] It was damaged at arrival.
[ ] The item is defective.
[ ] You shipped me the wrong item.
[ ] I canceled this order
Details About Return*:
Add Another Item
I agree with the terms and conditions stated above. [initials]
Return Request
This is a request, not a guarantee. Not all requested returns will be accepted and not all products are eligible for return. Please review our return policy before proceeding.