Our Commitment to Hospitality Professionals

At Hospitality Super Store, we understand that in the fast-paced world of restaurants, hotels, and catering services, reliable delivery and flexible return policies are essential for your business operations. We’re committed to ensuring your complete satisfaction with our premium tableware and hospitality supplies.

Shipping Information

Order Processing Time

All orders are processed within 1-2 business days from the date of purchase. You will receive a confirmation email with tracking information once your order ships.

Shipping Methods & Delivery Times

Shipping Method Cost Delivery Time Carrier
Standard Shipping $12.95 10-15 business days after shipment DHL or FedEx
Free Shipping Free for orders over $50 15-25 business days after shipment EMS
International Shipping Note: We serve hospitality businesses worldwide (excluding Asia and certain remote areas). International orders may be subject to customs duties and import taxes, which are the responsibility of the customer.

Returns & Exchanges Policy

Return & Exchange Timeframe

We accept returns and exchanges within 15 days from the date you receive your shipment. This gives you adequate time to inspect your commercial-grade hospitality supplies and ensure they meet your professional standards.

Conditions for Returns & Exchanges

To be eligible for a return or exchange, items must meet the following criteria:

  • Items must be in original, unused condition
  • All original packaging and tags must be intact
  • Items must be in resalable condition
  • A copy of the original invoice or proof of purchase must be provided

Non-Returnable Items

Due to hygiene and safety considerations in the hospitality industry, the following items cannot be returned or exchanged:

  • Cutlery – For health and safety reasons, once opened
  • Glassware – If original packaging has been opened or compromised
  • Cups & Mugs – If used or removed from original packaging
  • Custom or personalized items
  • Items marked as final sale or clearance

These restrictions help us maintain the highest standards of hygiene and quality for all our hospitality industry clients.

Step-by-Step Return Process

1Initiate Your Return Request

Contact our customer service team within 15 days of receiving your order. Email us directly at [email protected] with the following information:

  • Order number and date
  • Items to return/exchange
  • Reason for return
  • Preferred resolution (refund, exchange, or store credit)

2Receive Return Authorization

Once we receive your request, we’ll provide you with a Return Authorization Number and detailed instructions within 2 business days.

3Package Your Items

Carefully pack the items in their original packaging, including all accessories and documentation. Include a copy of your original invoice.

4Ship Your Return

Ship the package to our warehouse address. We recommend using a trackable shipping service and insuring the package for its full value.

Return Address:
4313 Harry Place, Colorado Springs, CO 80901, USA

5Inspection & Processing

Once received, our quality control team will inspect the items (typically within 3-5 business days). We’ll notify you of the status via email.

Refund Processing

Once your return is approved, we will process your refund within 5-7 business days. The timing of when the funds appear in your account depends on your financial institution:

Payment Method Refund Processing Time
Credit Card Refunds (Visa, MasterCard, JCB) 5-10 business days after processing
PayPal Refunds 3-5 business days after processing

Refunds will be issued to the original payment method used for the purchase. If you paid with multiple methods, the refund will be distributed accordingly.

Exchange Process

For exchanges, we will ship the replacement item once we receive and inspect your return. Standard shipping times will apply for the replacement shipment.

Return Shipping Costs

Customers are responsible for return shipping costs unless the return is due to our error (wrong item shipped, defective product, etc.). We recommend using a trackable shipping service and retaining your shipping receipt until the return process is complete.

Need Assistance?

Our dedicated customer service team is here to help hospitality professionals like you. Contact us at:

Email: [email protected]
Address: 4313 Harry Place, Colorado Springs, CO 80901, USA

We typically respond to all inquiries within 1-2 business days.

Last Updated: December 2023