We understand you may have questions about our products and services. Please scroll through these frequently asked questions for answers to our most common questions.
How do I contact Richmart?
Click here for our contact information and mailing address.
How do I place an order?
You may place and order by calling us at 800.867.2470, Monday thru Friday 9am - 5pm EST. If you are looking for a particular item or need assistance finding the right item(s) for your project, please call us for assistance. Prior to requesting payment, we will provide a written estimate including shipping costs, applicable sales tax, warranty and return policy information.
Is There an Order Minimum?
Here at Richmart, we offer equipment packages. Therefore, we do have a five piece-$10k minimum for all orders. Why a minimum you ask? We are not in the business of selling equipment that simply meets a certain price point and blind ships to customers. We take a more personal approach. Our business model allows us to listen to and assist our customers in finding the right, quality item that fits their budget and particular need. Read more about our Services here.
What Are My Payment Options?
At this time we accept payment by wire transfer or company check.
What Are Your Terms and Conditions for an Equipment Purchase?
To view our complete disclosure of Equipment Agreement Terms and Conditions, please visit terms.richmartequipment.com.
Do I Have To Pay Sales Tax?
Applicable sales tax will be applied to your order upon processing. We collect sales tax on shipments as follows:
- All shipments into Florida are subject to a 7% sales tax.
- All shipments into Illinois are subject to a 6.25% sales tax.
What Are My Shipping Options?
Your shipping options will depend on the size of the item or item(s) that you are ordering. Many items can be shipped via parcel service such as FedEx or UPS. However, larger items will be shipped via LTL common carrier freight with liftgate delivery. All shipments will require a signature upon acceptance of delivery.
Do you offer installation services?
We offer local consolidation of equipment and set-in-place services through our network of National Consolidation and Distribution Warehouse Partners. This means, we can ship your equipment package to one of our national warehouses, then deliver the entire order to you and have our people set the equipment in place in your facility. However, we do not currently offer full installation services.
When Will My Order Arrive?
Delivery times depend on the type of equipment. Smaller items can deliver within 7-14 business days. Larger items, such as walk-in coolers and custom pieces may take as long as 6-8 weeks. We will be sure to disclose in writing product availability and the estimated arrival time prior to receipt of payment.
What Are Your Shipping Policies?
- Orders may only be delivered within the 48 Contiguous United States.
- Products shipped by freight include must be received at a commercial address.
- Liftgate service is included in our freight rates. Inside delivery is available for an additional fee and must be requested at time of order.
- If we are drop shipping your order directly to you, the freight company that is delivering your order will call the phone number provided during checkout to schedule delivery. Someone must be available to receive the order.
- If you do not request liftgate delivery you may be required to remove the item(s) from the truck as the driver may be restricted from doing so by freight company policy.
- Use of FedEx and UPS parcel service will be determined by manufacturer. We have no control on the manufacturer's preferred parcel service.
- We cannot ship to post office boxes at this time.
How Do I Track My Order?
Once an order has been shipped, an email with a shipping tracking number and link to the shipping service's website (if available) will be sent to you. Click on the shipping link in the email and enter the tracking number in the appropriate place. If you have any problems tracking an order or if you cannot receive email please call us for assistance and additional information at 800.867.2470.
What if an item is damaged during shipping?
While every effort is made in packing and correctly filling your order, occasions will arise where a package is lost or damaged in transit. To insure your order is received complete and undamaged, we recommend the following:
- Inspect the entire shipment for visible damage prior to accepting the shipment. If visible damaged is noticed (hole in box, crushed corner, dents, etc) please unpack the order before accepting the order and before the delivery person leaves. Have the delivery driver note any concealed damage on the delivery ticket/bill of lading.
- Verify the number of packages delivered with the packing slip provided.
- Unpack your order immediately and inspect for hidden or concealed damage.
- Should any damage be discovered, retain the shipping carton and any inner packaging, and contact us immediately at 800.867.2470.
- Hidden or concealed damage must be reported and an inspection requested within 5 days of delivery.
- DO NOT RECEIVE A DAMAGED PACKAGE FROM ANY FREIGHT OR PARCEL COMPANY.
DAMAGE NOTICE: If items get damaged in route to you, we will assist you with handling the carrier's freight damage claim but we accept no responsibility for any part of the claims process or the results thereof. It is the buyer's responsibility to open the shipment and inspect items for concealed damage immediately upon receipt. All freight received damaged must be documented on the bill of lading in the presence of the delivery driver or else a freight damage claim will not be possible. Richmart Equipment Group LLC is not responsible for damaged shipments received in good order by signature.
How Do I Return A Product?
It is our sincere desire that you be satisfied with your purchase. Therefore, we request that you carefully read our warranty and return policies and contact us by phone or email to clarify any questions you have BEFORE making your purchase.
Equipment Returns
If you are unhappy with your new equipment purchase when it is delivered, you may return it to us unused within 21 days from the shipment date in the original packaging with our written authorization form enclosed. To qualify for return, ALL items must be returned in their original condition, including the original packaging, manufacturer's containers, documentation, warranty cards, manuals, and all accessories. Do not mark or deface original manufacturer containers in any manner. We will not accept returns if the packaging is not in original condition, or if we receive your request for return after 21 days from the original ship date.
For non-defective items that are returned or refused, there will be a 35% restocking fee and return shipping charged to your account.
If an item is covered under a manufacturer's warranty, we will assist you in acquiring necessary repairs and/or replacement of your item from the manufacturer. Please contact us for a return authorization of any new item that arrives defective and is not covered under manufacturer's warranty or if you receive an item in error.
Do not attempt to return any item without a prior written authorization. Unauthorized returns cannot be processed.
Please allow up to two weeks after we receive the item(s) to process the appropriate credit. On occasion, your financial institution may take additional time to reflect a credit to your account.
If your order has not yet shipped, you may cancel the order without penalty by calling us at 800.867.2470.
Non-Returnable Equipment
Some items may not be returned for any reason except for damage. Non-returnable products will be disclosed in writing prior to payment. It is our sincere desire that you be satisfied with your purchase. Therefore, please contact us by phone or email to clarify any questions you have BEFORE making your purchase.
Reimbursement of Shipping Charges for Returned Merchandise
Although we do all we can at to ensure that the right product arrives at your doorstep in perfect condition, sometimes something goes wrong and an item must be returned. If a purchase arrives defective or in error, you will not be charged for return shipping. If the item is not defective, we will require that you pay the cost to return it to us. Original cost of shipping of any item will be refunded to buyer only when an item has been received in error or is defective and only according to the terms and conditions on this page.
If you have any questions, would like to check the status of a return, or have refused an item, please email sales@richmartequipment.com or contact a sales representative at 800.867.2470.
What if I Have A Question About My Charges?
All applicable charges will be disclosed to you during the quoting process and prior to any payment requirements. However, if you have questions about any of the charges on your invoice, please call us at 800.867.2470.
What type of warranty is available?
Equipment warranties shall be provided and serviced directly by each manufacturer. Richmart Equipment Group makes no warranties unto the Buyer for the sale of the equipment.
What if I need service or warranty work after I purchase equipment?
If there is a service issue with a piece of equipment purchased from us, please feel free to contact us at 800.867.2470 for assistance in contacting the manufacturer or local service company. Service and equipment warranties shall be provided and serviced directly by each manufacturer. Richmart Equipment Group makes no warranties unto the Buyer for the sale of the equipment.
How long has Richmart been in business?
Richmart Equipment Group LLC is the new c-store and foodservice equipment division of Cademan Enterprises LLC.
Our story begins in 1990 with a company called PE Systems Inc, a C-store and Foodservice Design and Equipment company founded by Jim Richards. In 2014, the company was obtained by Cademan Enterprises LLC and restructured into two companies, PES Design Group, the C-store and Foodservice Consulting Division and Richmart Equipment Group, the C-store and Foodservice Equipment division.
During our twenty-eight years of business we have successfully completed hundreds of c-store and foodservice projects. You can trust us with your success!
What if I need design or consulting services?
If you need design or consulting services for your c-store or food service project, please visit www.pesdesigngroup.com or call them at 800.850.6638.
Do you offer Tobacco display fixtures?
We do offer Tobacco and Cigarette Display Fixtures through our sister company TheCstoreEstore. To shop the largest selection of Tobacco Fixtures and Cigarette Displays, please visit www.TheCstoreEstore.com.