Store Policies

RETURN POLICY

  • For regular stock items, there is a 15% restocking fee if the item does not show signs of use, is still in its original packaging, and is returned within 30 days.
    • Restocking fees are issued because returns require a lot of hands-on labor and time due to unpacking and inspecting every item that comes back.  Each item must then be repackaged, entered back into our system, and placed back in stock.
  • We cannot issue a return of the following items: closeouts, special orders, equipment, any type of food (including beverages), and aerosol cans.
  • Shopatdean.com must approve an item for return and will issue a Return Authorization number in order for you to get a refund. Please contact us to get your Return Authorization number.
  • All return shipping fees are your responsibility.
  • ShopAtDean.com will not issue a refund if an item shows signs of use, is damaged or not in its original condition, or is missing any parts.

REFUND & CANCELED ORDER POLICY

  • We cannot issue a refund for the following items: closeouts, special orders, equipment, any type of food (including beverages), and aerosol cans.
  • Purchases cancelled after 48 hours are subject to a charge of 10% of the purchase price.
  • If you decide to cancel your order after it has been shipped, you are responsible for all shipping charges.

SHIPPING TIMES

  • All shipping times on ShopAtDean.com are estimates. Most orders are shipped out within 1 – 2 business days out of our Cleveland location.
  • Occasionally we will also ship directly from the manufacturer.
  • To speed up your delivery, we offer a variety of UPS options including: UPS 3 Day Select®, UPS 2nd Day Air®, UPS 2nd Day Air A.M. ®, UPS Next Day Air®, UPS Next Day Air Saver®, UPS Next Day Air® Early A.M. ®, UPS Express Saver®.

SHIPPING RESTRICTIONS

  • Shopatdean.com cannot ship caustic cleaning chemicals through UPS or other postal services. These items may be picked up at our store, or call (216) 771-3300 to arrange other methods for delivery. These items will mention that they can not be shipped on their product page.
  • Some items may be too large to ship through USPS or UPS. Please contact us to find the most efficient and economical means possible to assure a prompt delivery of your items.
  • We will not ship orders to freight forwarders or mail processing centers.
  • We can not ship UPS orders to PO Boxes.  

DAMAGED & MISSING ITEMS DUE TO SHIPPING

  • If any part of your order does not show up or is damaged, please call or email us within 5 business days of receiving your order.
  • Shopatdean.com is not responsible for broken china or glassware. We do our very best to package these items for shipment, however, we can not control the way postal/delivery services handle these items. Therefore, no refund can be issued for these items. If you do not accept your delivery, you are responsible for all shipping charges.
  • If your order is sent common carrier, and it is damaged, please make sure you describe what is wrong with the item on the bill of lading, keep your copy of the bill of lading, and get in contact with us as soon as possible.

SHIPPING DELIVERY OPTIONS

  • Local Delivery is available to businesses only (no residential deliveries) with orders of least $150.00 in merchandise. We do apply a $2.99 fuel surcharge to each local delivery order. Please call (216) 771-3300 to check if your business qualifies for local delivery based on your location.
  • ShopAtDean.com utilizes both UPS & USPS to ship throughout the United States and Internationally for orders that do not include large, oversize items, bulk orders, and heavy equipment.
  • For large items, bulk orders, and heavy equipment, please call us at (216) 771-3300 to find the best and most affordable way to ship you your items.
  • ShopAtDean.com is Dean Supply online. We are more than an online store. You always have the option to pick your order up at our Cleveland, Ohio store. Please call ahead to make sure your items will be waiting for you.
  • Shipping carriers and/or shipping services are subject to change from what was selected during checkout.

IF THERE IS A PROBLEM REGARDING YOUR ORDER

  • If there are any issues with your order regarding quantity, you’ll be contacted by a Customer Service Representative. If we can't reach you after multiple attempts, we will send the balance of your order and refund any missing items.
  • If we have issues regarding the shipping calculator in the cart, your order will be cancelled and you will receive an email notification.

RETAIL STORE VS. ONLINE

  • The merchandise and prices available on ShopAtDean.com do not reflect the merchandise and prices available in our stores. Our stores will not match prices with our online store (or other online stores) because we do not consider them to be in competition with our retail stores. Please contact customer service at our Cleveland store for more information and availability. 
  • Items that are marked as "Online Only" are not available in our store.  These items will be sent directly from the vendor, and will not be available for In-store Pickup and Local Truck Delivery shipping options.

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