FAQ's

Please contact your sales representative or contact Customer Service at 1-844-656-0303 or customerservice@russellhendrix.com) and we would be happy to look into it for you.

You can find out who your current local sales representative is by using our Find Your Rep feature.

The website will indicate if the product you are looking at is in stock at your closest showroom location. To confirm, call your local showroom, and provide the product code from the website.

Absolutely! Russell Hendrix has a residential division and we are open to the public!

Anyone can sign-up for an account on our site by checking out when you purchase and item, or clicking on 'log in' and then registering for an account.
Please make sure to use an e-mail that you have access to as you will need to use an Authentication Code to log into the site.

If you are a current RH customer and want to link to your online account to the account we have in our ERP for terms, invoice history, custom pricing and/or a custom order guide, click here and fill out the form.

Please allow 1-2 business days for us to review and get your account set up appropriately.

For the authentication e-mail, please make sure to check the spelling of your e-mail address. If you have verified the spelling and are still not receiving your authentication e-mail, please check your spam folder and ensure that you have weborders@russellhendrix.com whitelisted.

Captcha images may display if you are using a remote desktop, internal company server, or have had repeated failed login attempts.

In the case of remote desktops or internal company servers, please try using a standard desktop connection or using a different device.

If you have had repeated failed logins, please allow a few minutes between login attempts.

If we have set your online account up with access to multiple company locations / Russell Hendrix Customer IDs, after logging in, click "My Account" > "Go to Store" and select the appropriate location from the drop down menu that will appear. You can also select the appropriate location at checkout if you need to after placing items in your shopping cart.

Please be advised, if you check out with the incorrect account, the order will be imported with the Russell Hendrix customer ID for the location you have selected which can affect billing and shipping.

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.

If you have a promotional code, you must meet any and all requirements to use it at checkout. All minimum order value requirements must be met before taxes, shipping and fees are added, otherwise the code will not work. Should the code fail to apply, there will be a message stating what requirement(s) the order does not meet. This goes for promotional codes that require specific items and amounts to be purchased as well. If you do not meet the requirements, the promo code will not work. 

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.

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.

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.

Yes, you can. You can place a new order and when we receive your returned order we will credit your account. Please refer to our Return Policy for more details.

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.

You can find the SignatureWares warranty form here.

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, the Toronto Outlet & Edmonton.

Financing options are available through our partners, Econolease and Silverchef. We also offer credit terms. If you are interested please Call Us at 1-844-656-0303 (You could also use the Chat!)