Frequently Asked Questions

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Locations/Hours/Directions

Where are you located?

Our retail store is in beautiful Cleveland, Ohio
3500 Woodland Ave.
Cleveland, OH 44115
PH: (216) 771-3300 OR 1-800-ASK-DEAN
FX: (216) 781-5992

What are your store hours?

Our store hours are:
Monday - Friday 9:00 - 6:00pm
Saturday 10:00 - 4:00pm

How do I get to Dean Supply's retail store?

From the South -

From I-71: Take 71 North to 490 East to 77 North; Exit Woodland / E. 30th exit; Turn right.

From I-77: Take 77 North and exit Woodland / E. 30th exit; Turn right.


From the West

From I-90: Take 90 East to 490 East to 77 North; Exit Woodland / E. 30th exit; Turn right.

From I-480: Take 480 East to 77 North; Exit Woodland / E. 30th exit; Turn right.

From I-76: Take I-76 North (Jennings Freeway) to 490 East to 77 North. Exit Woodland / E. 30th exit; Turn right.


From the East

From I-90: Take I-90 to 77 South; Exit Woodland / E. 30th Exit. Get in the right lane of Woodland Ave. off the exit ramp. Go under bridge to traffic light at E. 34th St. Dean Supply is on the corner of E. 34th & Woodland.

From Shaker Area: Take Shaker Blvd. to Buckeye, Buckeye to Woodland, West on Woodland past E. 55th to East 34th and Woodland. We are on the left-hand side of street!

From Twinsburg / Solon Area: Take 480 West to 77 North. Exit at Woodland / E. 30th Exit


From Downtown

From East 9th Area: Take E. 9th South to Orange Ave. Take left on Orange Ave. Proceed East past Post Office on right. Left 2 lanes at light is Woodland Ave. Get in right lane of the left 2 lanes, go under bridge to light at E. 34th; Turn right.

From Ontario Street: Take Ontario St. South. It will turn into Orange Ave. Turn left on Orange Ave. Proceed East past Post Office on right. Left 2 lanes at light is Woodland Ave. Get in right lane of the left 2 lanes, go under bridge to light at E. 34th; Turn right.


Shopping at Dean Supply

Are you open to the public?

Yes, we are! We do not require any memberships, and we provide free parking for our customers. Our store hours are Monday - Friday 9:00 am - 6:00 pm, Saturday 10:00 am - 4:00 pm. The store is located at 3500 Woodland Avenue, Cleveland, OH 44115.

What are my shopping options?

Shop online: you may can have your items shipped to your door or you can pick it up at our Store in Cleveland, OH. Most items will arrive in just a few days, so this is a convenient option for those who may be too far away to make it to our Cleveland location.

Shop at our retail store: Our retail location in downtown Cleveland is open to the public, so everyone is welcome! You don't have to own a business or restaurant to stock up on equipment and supplies you need.

Order through a Salesperson: Are you a local Northeast Ohio restaurant or foodservice business? We can set you up with your own dedicated salesperson who is an expert on all the items you need to run a successful foodservice organization. They are excellent at keeping your inventory stocked and updating you on new trends and special pricing. Interested in learning more? Contact us today!

What is considered a Clearance Item?

A Clearance Item is a product that is a manufacturer closeout, overstock, or an item that we have discontinued. There is a limited supply of clearance items, so do not wait! Once they are sold out, we typically will not be getting them back in stock. In our retail store, a blue price sticker indicates the item is a clearance item.

What is an Online Only item?

You will not find “Online Only” items in our retail store. These items can, however, be shipped to you, sometimes directly from the manufacturer. Most of these items will ship out in 1-2 business days. For more info, contact our Internet Sales Department at (844) 343-3382 or help.desk@shopatdean.com.

What is a Local Only item?

A product on our website labeled “Local Only” is not able to be shipped. This item can only be purchased in our retail store or ordered online for Curbside Pickup or In-Store Pickup.

How are The Dean Supply Company and ShopAtDean.com related?

ShopAtDean.com is the website for Dean Supply Company! Dean Supply Company has been serving the Northeast Ohio food service community since 1950 from our store in Cleveland, Ohio.

Financial

What payment methods are accepted at ShopAtDean.com?

The Dean Supply Company offers a variety of payment options for purchases made on ShopAtDean.com, including VISA, Mastercard, American Express and Discover credit cards, Apple Pay, Google Pay, Meta Pay, and PayPal Credit. You may purchase online using credit terms ONLY if you have already established terms with Dean Supply. Business customers may apply for credit terms. We also offer a Financing option. We do not accept Checks or Money Orders.

Do I need to create an account before I can make a purchase?

No, you do not need to set up an account to shop with us. You do, however, have the option to create an account, which will help you track your orders and speed up the checkout process to order from us again in the future.

I own a business and I want to buy from you. How do I set up an account?

We're glad you've chosen Dean Supply Company for your restaurant supply needs. You can create an online account for faster checkout on future orders by simply saving your account info at checkout. Or click on “Login” below the Search bar on our website.

To establish an account, please fill out this New Customer Form completely and print/fax the completed form to (216) 781-5992. By doing so, we will be able to keep track of the items you use, as well as a purchase history of those items. This will be useful for us when filling orders for your company. It will allow us to be able to make sure that when you order merchandise from Dean Supply, we will know exactly what you use, and ship you the correct item. This form is not shared with any other person, business or government agency. The information on this form is considered confidential.

Do you accept credit terms?

We do offer credit terms. Simply fill out an Application for Credit Terms [LINK TO APPLICATION] and click Submit at the bottom of the form. or print/fax the completed form to (216) 781-5992. Please contact our Credit Department at (216) 771-3300 for more information.

What if I am tax exempt?

If you have a valid Vendors License, you must first open an account with Dean Supply then fill out a Tax-Exempt Form so that we may consider your business as Tax Exempt for some, if not all of the products you are buying. Tax exemption will be determined by the type of business that you are involved with, as well as the use of the products as determined by the State of Ohio. Make sure that you fill out all areas completely. Any forms received with missing information will be discarded.

Does Dean Supply offer financing options?

Dean Supply is not a lender but has partnered with a leading finance company in the marketplace to provide competitive rates across a large spectrum of financial needs. Even if your business is too young to qualify for financing, don’t worry, we will refer you to someone who can help review alternative sources of financing. Click here to get an instant equipment financing quote and get started today! There is no impact on your credit and you’ll be able to choose the best payment plan, complete your application, and receive the financing you need in record time.

Do you accept donation requests?

If you have a donation request for an event or an organization, please complete two forms and return to us by mail, email, or fax. Make it attention to Michael/Donation Request. We look forward to hearing from you!

Ordering Online

What if my order is flagged as fraudulent?

Common reasons that orders are flagged as fraudulent could include but are not limited to multiple wrong card number entry attempts, incorrect security code, incorrect billing zip code, mismatched IP addresses, or an incorrect billing address. If our system has flagged your order in error, please contact us as soon as possible at help.desk@shopatdean.com or (844) 343-3382 so we can attempt to correct the error.

What if I entered the wrong shipping address?

If you entered the wrong shipping address during checkout, please contact us at help.desk@shopatdean.com or (844) 343-3382. Once the order has been picked up by the carrier there will be a charge to correct the address. A package that has shipped through USPS, unfortunately, cannot be updated.

Shipping/Pickup/Delivery

How do I place a pickup order?

Placing an order for in-store or curbside pickup can save you time, money, and hassle. From Your Shopping Cart, simply select "Store Pickup" in the right hand-side. Then select “Curbside Pickup” or “In-store Pickup”. Finally, let us know what date/time you would like to pick up the order. Click “Checkout” to proceed

Orders can be picked up at 3500 Woodland Avenue. If you selected In-Store Pickup, go through the entrance doors and head to the Customer Service counter just inside the entrance. Our trained customer service specialists will have your items ready. If you selected Curbside Pickup, park in one of the numbered parking spaces and dial the phone number posted there to notify us of your arrival. Please be prepared to provide the name and order number.

Do you offer free shipping?

To keep our prices as low as possible, at this time we do not offer free shipping.

Can I get the estimated shipping costs prior to making a purchase?

In your shopping cart, you will see a section in the bottom right that says 'Get Shipping Estimates'. Enter your state and zip code to see your estimated shipping rates. You do not need to enter any other information or create an account to see shipping estimates.

What shipping services do you use to ship packages out of state?

We use FedEx, USPS, and Less-Than-Truckload shipping (LTL). Please note that FedEx cannot ship to P.O. Boxes.

What are your shipping times?

All shipping times on ShopAtDean.com are estimates. Most orders are shipped out within 1-2 business days from our Cleveland location. Expedited Orders (Next Day, UPS 2nd Day, etc.) placed after 3PM EST will be shipped the following business day*. Occasionally we offer items that ship directly from the manufacturer. These orders will ship within 2-5 business days from the order being placed. This info is shown prominently on the applicable product pages.

LTL/Heavy Goods Shipments will typically ship out within 2-3 business days. After placing an order using LTL/Heavy Goods Shipment, you will receive an order confirmation with a request to provide more information on your shipment. Please be sure to complete this form as soon as possible. If you did not receive the email, you can find the form here.

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

Questions? For orders placed online, contact our Internet Sales Department at (800) 275-3326. Local customers should contact our Customer Service Department at (216) 771-3300.

Do you ship internationally?

We ship throughout the United States and the American Territories, as well as Canada. International shipping costs vary greatly depending on the number of items ordered and the destination. Customs charges may apply. These charges would occur after the initial order payment is taken and are the customer's responsibility.

Do you offer local delivery?

Yes, Dean Supply offers local delivery to most commercial locations within Northeast Ohio (residential delivery not available) for orders over $150. A $2.99 Fuel Surcharge applies to orders under $500. Additional fees apply for heavy equipment delivery. Our fleet of Dean Supply trucks delivers 5 days a week.

Our current delivery schedule is as follows:

Monday: Akron/Canton, Downtown Cleveland, East along Lake Erie to Lake and Ashtabula counties
Tuesday: All Eastern "Heights" areas, Chagrin Blvd., Southeastern suburbs and South into Twinsburg, Aurora and Hudson
Wednesday: Downtown Cleveland, East along Lake Erie into Lake County, Southwest suburbs and West side excluding Medina, Brunswick, Strongsville, Avon, and Elyria, Ohio.
Thursday: All Eastern "Heights" areas, Chagrin Blvd., Southeastern suburbs and South into Twinsburg, Aurora and Hudson
Friday: Downtown Cleveland, East along Lake Erie into Lake County, Southwest suburbs, and West side including Medina, Brunswick, Strongsville, Avon, and Elyria, Ohio.

How can I track my package?

We will keep you updated on your order status via email. Carrier tracking data typically becomes available 12-24 business hours from shipping confirmation. If you have a ShopAtDean account, you can also check the status of your order there at any time.

Why hasn't my order arrived yet?

We typically ship all orders within 2 business days, with most orders sent out the same day. However, all shipping times are estimates.
SEE ALSO: How can I track my package?

What if there are problems with my order after it is placed?

If anything should come up on our end after your order is placed, you will be contacted by a Customer Service Representative as soon as possible to resolve the situation. This could include issues with the stock quantity of an item, shipping costs, or any damage found with the product before shipping. If you have any questions after your order is placed, contact our Internet Sales Department at (800) 275-3326 or help.desk@shopatdean.com.

Should I refuse to take delivery of my ShopAtDean order if I intend to return it?

If you intend to return your ShopAtDean order, you may refuse the package to avoid paying return shipping fees. Once we receive the refused package, we will refund your order less the original shipping fees. Some shipping companies may charge a refusal fee.

Returns

What is your return policy?

We accept returns of regular stock items within 30 days of purchase if the item does not show signs of use and is still in its original packaging. ShopAtDean.com will not issue a refund for any item that shows signs of use, is damaged or not in its original condition, or is missing any parts.

If the return is not due to an error by Dean Supply, all return shipping fees are the customer’s responsibility. If your return is due to an error on our part, please contact our Internet Sales Department at (800) 275-3326 or help.desk@shopatdean.com to request a pre-paid return label.

Returns after 30 days from purchase will be assessed a 15% restocking fee. 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.

What items can and cannot be returned?

We cannot accept returns or issue refunds on the following items: items that have been opened or used, closeouts, special orders, equipment, any type of food (including beverages), cleaning chemicals, and aerosol cans.

If you have more questions regarding our return policy or have questions regarding your specific order, contact our Internet Sales Department at (800) 275-3326 or help.desk@shopatdean.com.

I received my order, but it is damaged.

We're sorry to hear that your order is damaged! 😔 We do our very best to package these items for shipment, however, we cannot control the way postal/delivery services handle these items. If you do not accept your delivery, you are responsible for all shipping charges.

If any part of your order does not show up or is damaged, please contact our Internet Sales Department at (800) 275-3326 or help.desk@shopatdean.com within 5 business days of receiving your order. We will ask you to please send images and a more descriptive account of the damage to help.desk@shopatdean.com. This is needed for us to file a claim with the shipping company and/or share with our shipping department to mitigate future incidents.

If you purchased shipping protection with your order, you are entitled to an immediate refund or replacement product. If you did not purchase shipping protection, we will file a claim with the carrier and you will receive a refund or replacement if/when the carrier accepts responsibility for the damages.

What if my item is defective?

If you believe there may be a defect with your product, please contact our Internet Sales Department at (800) 275-3326 or help.desk@shopatdean.com with images and a more descriptive account of the defect. This will allow us to file a claim with the vendor and will help us resolve your issue as quickly as possible.

What if my item stopped working while under warranty?

If your item has stopped working inside the warranty period and was purchased from Dean Supply Company/ShopAtDean.com within the last 30 days, please send an email to help.desk@shopatdean.com with images and a more descriptive account of the defect or call us at (800) 275-3326. If your item was purchased more than 30 days ago, you will need to reach out to the manufacturer directly.

If your item is no longer under warranty, you may also reach out to the manufacturer for more information. If you are in the Northeast Ohio area, you can reach out to our Local Customer Service Department at 216-771-3300 and they may be able to provide you with a list of local repair companies to assist you further.

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