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Frequently Asked Questions
1. I can't find the product I'm looking for on your site, can I get it custom ordered?
3. I'm not a restaurant, can I still buy from you?
4. How can I get an account on your site?
5. When will I receive my order?
6. I ordered the wrong item. Can I exchange it?
8. Do you sell used equipment?
9. My saved addresses do not show up when I try to use them during checkout, what's wrong?
11. I have multiple accounts linked together, but how do I switch between them?
16. What is this surcharge I'm seeing at checkout?
17. What is a Dangerous Goods Fee and why am I being charged for it?
1. I can't find the product I'm looking for on your site, can I get it custom ordered?
We only display part of our inventory online, we offer many other products beyond the ones displayed on our site. If you view our "links" on the top bar of this page you will see that there are hundreds of suppliers we deal with. If the product you are looking for is available from one of our suppliers, we may be able to custom order it for you. Please call 1-844-656-0303 to speak with a customer service representative who will be able to tell you if we have or can get the product for you, or you can email us at customerservice@russellhendrix.com (Some custom products may have to be purchased by case packs or may have minimum quantity requirements.)
2. If I find a product I want on your website, can I then come into one of your showrooms to purchase it?
Unfortunately it is not possible for Russell Hendrix to stock everything that is listed on our website in every one of our 18 locations. Remember you can always call your local showroom, and provide the product code from the website. If they do not have the product you are looking for, they can usually order it in within a few days.
3. I'm not a restaurant, can I still buy from you?
Absolutely! Russell Hendrix has a residential division and we are open to the public!
4. How can I get an account on your site?
Anyone can sign-up for an account on our site simply by checking out when you purchase and item, or clicking on 'sign-in' and then registering for an account. If you are a current RH customer and want to create and link to your account, you can watch our simple instructional video on how to do it. ( Video: How to create and link an account )
If you are looking for a corporate account, please visit our Franchise page for more information.
5. When will I receive my order?
After you place an order it gets processed by one of our customer service reps, and your order will be picked, packed and shipped. You can sign into your account at any time to view the status of your order. Typically orders are shipped within one to three business days. If for some reason your order is going to be delayed any longer than that, we will contact you.
6. I ordered the wrong item. Can I exchange it?
Yes you can. Please read our returns policy. You can place a new order and when we receive your returned order we will credit your account. Please view our Return Policy for more information. ( See here for PPE )
7. I don't feel comfortable giving my credit card information online, is there any other way I can pay?
You don't need to feel uncomfortable about submitting sensitive information on our website, however, you can call us toll-free at 1-844-656-0303 or email us at customerservice@russellhendrix.com and we will arrange a method of payment to meet your needs.
8. Do you sell used equipment?
We do sell used equipment, however, due to the quality and fast turn over of the equipment we recommend that customers wishing to buy used equipment contact their commercial sales rep for a complete listing of available equipment and the condition of that equipment. Used equipment is typically only kept in our warehouses in Brockville & Edmonton.
9. My saved addresses do not show up when I try to use them during checkout, what's wrong?
You most likely have JavaScripting disabled in your browser settings.
Do you have any questions or concerns that have not been addressed here? Please email us and we will be happy to answer them: customerservice@russellhendrix.com
10. I'm trying to check out but the credit card transaction isn't going through. What should I do? / I'm getting a Code 822 error. What does that mean?
When there is an issue checking out while paying with a credit card, 90% of the time it's due to the transaction failing the Address Verification process. If this occurs, it means there is mismatch between what has been entered and the billing address and/or postal code your bank has on file. In order to correct this issue, please make sure you enter your address and postal code exactly as they appear on your billing statement.
11. I have multiple accounts linked together, but how do I switch between them?
If we have set up multiple accounts for you, simply go to either the drop down that appears when you hover over "Your Account" at the top of the page and select "My Accounts." You can also access the same page by clicking "Your Account" and selecting the "My Accounts" tab. From there, simply select which account you want to log into. The account you are currently logged into will always be at the top of the list.
12. Who is my sales rep?
You can find out who your current local sales representative is by using our Find Your Rep feature.
13. Can I return PPE?
Unfortunately, we cannot accept returns on face masks, face shields, or hand sanitizer for health and safety reasons. All sales on such items are final.
14. I've been told the item price or shipping cost is different than from what I paid when I checked out.
At times Russell Hendrix Foodservice Equipment and RussellHendrix.com can not guarantee the accuracy of the prices shown at checkout. At our discretion we will contact you before shipping and/or cancel your order and notify you by email if there is an error. We do not charge your credit card or account until the we've contacted you and received approval and the price or shipping fee has been verified via email.
15. I received a different item than what I thought I ordered or the product/description was incorrect. What should I do?
We make our best effort to provide accurate descriptions and images when showing a product(s), but sometimes, information is outdated or there is an error. Items purchased in error due to incorrect description or image should be returned UNUSED in order to receive a refund. Please view our Return Policy for more information.
16. What is this surcharge I'm seeing at checkout?
For months, Russell Hendrix has been absorbing labour and distribution costs, and other cost increases, as we tried to minimize the impact to our customers and continue to deliver the same quality service you have come to expect from us. Unfortunately, ongoing escalation of outbound freight costs, the dramatic and accelerating increase in fuel and other surcharges, the increases in transfers to service our customers, plus increases in labour and other operating costs now requires action in order to maintain our level of service.
Effective immediately, Russell Hendrix will impose a surcharge on all new orders. In addition, all current customer orders not shipped by August 15, 2022, will also incur this surcharge.
For a more detailed explanation, please read the post here.
17. What is a Dangerous Goods Fee and why am I being charged for it?
Dangerous Goods Fee is an additional charge for items that require additional handling and/or paperwork to ship via a carrier. This is typically applied to caustic/highly flammable chemicals, but can also be associated with other items. Russell Hendrix charges a flat rate for any order that has one or more dangerous goods included.
Have a question that's not here? Contact us via the live chat button on the lower right side of the screen, call 1-844-656-0303, or e-mail us at customerservice@russellhendrix.com.