Policies

Shipping and Returns

How orders ship, what they cost, when they arrive, and what to do when something is wrong. If your question is not answered here, call us — we would rather sort it out than have you guess.

Return Policy

  • For regular stock items there is a 15% restocking fee if the item shows no signs of use, is still in its original packaging, and is returned within 30 days.
    • Restocking fees cover the hands-on work a return takes. Every item that comes back has to be unpacked, inspected, repackaged, entered back into our system and put away in stock.
  • We cannot accept returns on closeouts, special orders, equipment, any type of food including beverages, and aerosol cans.
  • We have to approve an item for return and issue a Return Authorization number before a refund can be processed. Contact us to get yours.
  • Return shipping costs are your responsibility.
  • We cannot issue a refund if an item shows signs of use, is damaged, is not in its original condition, or is missing parts.

Refunds and Cancelled Orders

  • We cannot issue a refund more than 30 days after the date of delivery.
  • We cannot issue a refund on closeouts, special orders, equipment, any type of food including beverages, and aerosol cans.
  • Orders cancelled more than 48 hours after being placed are subject to a charge of 10% of the purchase price.
  • If you cancel after your order has shipped, you are responsible for all shipping and return charges.

Shipping Times

  • All shipping times are estimates. Most orders ship within one to two business days from our Cleveland location.
  • Expedited orders placed after 3:00 PM Eastern ship the following business day.
  • Some orders ship directly from the manufacturer.
  • UPS options include 3 Day Select, 2nd Day Air, 2nd Day Air A.M., Next Day Air, Next Day Air Saver and Next Day Air Early A.M.

Business days are Monday through Friday. We are closed on New Year's Day, Memorial Day, Independence Day, Labor Day, Thanksgiving and Christmas Day.

Shipping Restrictions

  • We cannot ship caustic cleaning chemicals by UPS or other postal services. These items can be collected at our store, or call 216-325-0994 to arrange another method. Affected products say so on their product page.
  • Some items are too large to ship by USPS or UPS. Contact us and we will find the most economical way to get them to you.
  • We do not ship to freight forwarders or mail processing centres.
  • We cannot ship UPS orders to PO boxes.

Damaged or Missing Items

  • If any part of your order does not arrive or arrives damaged, call or email us within five business days of receiving it.
  • We cannot be responsible for broken china or glassware. We package these items as carefully as we can, but we cannot control how a carrier handles them, so no refund can be issued. If you refuse a delivery, you are responsible for the shipping charges.
  • If your order arrives by common carrier and is damaged, note the damage on the bill of lading, keep your copy, and contact us as soon as you can.

Delivery Options

  • Local delivery is available to businesses only, with a minimum of $150.00 in merchandise. A $2.99 fuel surcharge applies to each local delivery order. Call 216-325-0994 to check whether your address is on a route.
  • We ship throughout the United States and internationally by UPS and USPS, for orders that do not include oversize items, bulk orders or heavy equipment.
  • For large items, bulk orders and heavy equipment, call 216-325-0994 and we will find the best way to get them to you.
  • You can always collect your order at our Cleveland store. Call ahead so we can have it ready.
  • Shipping carriers and services may change from what was selected at checkout.

If There Is a Problem With Your Order

  • If there is an issue with quantity, a customer service representative will contact you. If we cannot reach you after several attempts, we will send the rest of your order and refund anything we could not supply.
  • If there is a problem with the shipping calculator in the cart, your order will be cancelled and you will receive an email.

Retail Store and Online

  • The merchandise and prices on ShopAtDean.com do not always match what is available in our store, and the store does not price match the website. Contact customer service for availability and pricing at the store.
  • Items marked "Online Only" are not stocked in our store. They ship directly from the vendor and are not available for in-store pickup or local truck delivery.

Questions

Call 216-325-0994 or email help.desk@shopatdean.com. Our showroom is at 3500 Woodland Avenue, Cleveland, OH 44115, open Monday to Friday 9–5 and Saturday 10–4.