Questions fréquemment posées

General Questions

I can't find the product I'm looking for on your site, can I get it custom ordered?

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.

Who is my sales rep?

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

If I find a product I want on your website, can I then come into one of your showrooms to purchase it?

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.

I'm not a restaurant owner; can I still buy from you?

Absolutely! No existing or business account is required to make a purchase. Anyone can buy from us and we are open to the public!

What financing / Credit options are available?

Financing options are available through our partners, Econolease and Silverchef. We also offercredit terms. If you are interested please Call Us at 1-844-656-0303

Do you sell used restaurant 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 and Edmonton.

Account Related

How can I get an account on your site?

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.

I'm not seeing my terms or pricing. / I have terms with Russell Hendrix. How do I link my online account to my Russell Hendrix account?

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.

Once set up, please make sure you are logged in before placing an order. You should be able to see the location you're ordering form, and if your company location has them: terms, past invoices, branding, and pricing.

I'm having an issue logging into the site: I am not receiving the Authentication e-mail. / I'm getting stuck at Captcha images.

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 the following email addresses whitelisted:

weborders@russellhendrix.com
store+83230687518@shopifyemail.com

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.

I have ordering access for multiple Russell Hendrix accounts. How do I switch between them?

If we have set your online account up with access to multiple company locations / Russell Hendrix Customer IDs, after logging in, click "My Account" > then click the Russell Hendrix logo on the top left 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.

To get to the dropdown quickly, you can use this link and bookmark it: https://account.russellhendrix.com/locations

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.

Checkout / Payment

I have terms but I have selected to pay with my credit card at checkout. Do my terms still apply or will I be charged when the order is processed?

You will be charged as soon as the order is processed if you choose to pay upfront with your credit card by selecting: "Credit card"

If you would like to use the terms you have with us, select: "Russell Hendrix Account - Pay Later"

I have items in my cart, but I want to get a quote first. How do I print everything that is in my cart to send to someone else?

To print what is in your cart, including the quantity needed and the price, all while ensuring the products have a clickable link to the product's page, please follow the steps below:

- Add items at quantity desired to the cart
- Go to checkout
- Click the shopping bag logo at the top right of the screen; this will take you to a new page with your cart items
- On the page that appears after clicking the bag, right click your mouse
- Select Print
- When the print menu pops up, select "Save as PDF"

After doing this, it should download automatically to your browser downloads folder, and you can use it or email it as needed.

The links within the PDF should be fully clickable and direct you to the product page on the site. You may get an alert or pop-up message warning that the link will open in a browser, and you must allow it for the link to work.

Draft Orders - My company location requires orders be approved before going live. Is there a way to make sure my HO/lead purchaser/manager can look over the order to make sure everything looks good?

Absolutely. Please contact our Customer Care (customerservice@russellhendrix.com) team to have your account set to draft orders. At checkout, orders will no longer go live and instead be sent to your designated contact to approve and finalize the order and payment. Only after the approver has finalized the checkout will the order proceed to the next step to with importing into our system and finally picking and shipment.

All communication for making changes to the order need to be sent directly to the Customer Care (customerservice@russellhendrix.com) team, as of now.

Please do not approve any orders that do not meet what is needed. Any changes made (at the customer's request) will be sent as a NEW draft order email to approve, so please make sure to reference the latest draft order approval.

Setting an account to have draft orders will apply to ALL online orders made by that account until we are asked to remove the approvals.

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.

I have a promo code. How do I use it?

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. 

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.

Shipping

Can I pick my web order up in my local Russell Hendrix showroom or distribution centre?

No, at this time, we do not offer instore pickup for online orders. You must provide a valid shipping address at the time of checkout.

Can I ship to a PO Box?

No, we require a physical street address for all orders.

Do you ship internationally?

We do not ship web orders internationally.

If you would like to speak with a representative or customer service agent to facilitate an international order, please use the Rep Finder or contact our Customer Care department (customerservice@russellhendrix.com / 844.656.0303).

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.

When will I receive my 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.

Exchanges & Returns

I ordered the wrong item. Can I exchange it?

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.

I received a different item than what I thought I ordered or the product/description was incorrect. / The product I received was defective/broken. What should I do?

We make our best effort to provide accurate descriptions and images when showing a product(s), but sometimes, items get broken or damaged during shipping, 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.

SignatureWares Warranty

I bought some SignatureWares and need to fill out a warranty form. Where can I find it?

You can find the SignatureWares warranty form here.

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.