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Ace Mart Merchant Information

  1. Shipping Policies
  2. Sales Tax Information
  3. Returns & Exchanges
  4. About Ace Mart
  5. Privacy & Security

1. Shipping Policies

Ace Mart puts forth great effort to ensure that all orders are shipped in a timely manner and at a reasonable cost. However, we will not guarantee the delivery date of any order. All orders placed on this site are subject to product availability and will be shipped according to our shipping policies.

Backorder Policy

On rare occasions there may be an item on backorder or still in-transit to our warehouse from the manufacturer. Ace Mart does not backorder products. If an item is not in stock on our website, you will not be able to order it. If an order is placed for an item and it is later found to be out of stock, we will extend the option to either cancel the item, or to cancel the entire shipment, if the order contained multiple items.

Shipping Destinations

Each order may only have one "ship to" address. If you require multiple "ship to" addresses, please order separately for each address.

Shipping Locations

Most orders ship from one of our distribution centers located in Texas. Shipping charges are automatically calculated using one of these distribution centers as the point of origin. We may also choose to ship certain products or orders from one of our other store locations in Texas.

In some cases, Product will be shipped directly to a customer from the manufacturer. Freight costs, if any, will be calculated using this manufacturer as the point of origin.

What does the standard shipping cost include?

The shipping cost covers shipment from our loading dock to your desired shipping address, insured up to $100. UPS and DHL shipments are delivered to either the front door or reception desk, if available. Large shipments shipped via common carrier (truck freight) will deliver to your loading dock and require a signature by your receiving personnel. If a loading dock is not available at your address, the delivery will be made curbside, meaning the driver is only responsible for getting the merchandise to the end of the driveway at your location, leaving you ultimately responsible for unloading, unpacking, and bringing your order indoors.

Please note that the shipping cost does not include a liftgate to lower items from the back of the truck to the ground. If you do not have a loading dock, we highly recommend purchasing additional liftgate service, especially for heavy and/or bulky items.

What does the standard shipping cost NOT include?

The following services are not included in the standard shipping price but are available at additional cost:

  1. Liftgate delivery (For large or heavy freight shipments delivering to addresses without loading docks, a truck with a liftgate is used to lower the pallet of merchandise to ground level)
  2. Inside delivery (Shipment will be brought inside and set in place, in its original packing materials if possible)
  3. Set-up & assembly (Ace Mart Team delivery only--Equipment will be delivered inside, assembled, and set in place)
  4. Call notification (Delivery driver will attempt to contact you by phone with his estimated delivery time)

2. Sales Tax Information

Orders shipped to addresses within Texas are subject to Texas state sales tax. Orders shipping from an Ace Mart warehouse to addresses outside of Texas will not be charged sales tax. In cases where an order is to be shipped directly from a manufacturer to a customer in a state where that manufacturer has nexus (a taxable presence), Ace Mart must collect all applicable taxes from that customer prior to shipment.

3. Returns & Exchanges

Requirements

For any exchange or return, we need the original invoice or a record of the purchase in our system, and the product must be in its original condition, including the box, UPC bar code, packaging, and all accessories.

A Return Authorization (RA) number must be obtained from Customer Service via phone or email prior to return. Merchandise shipped to us without a Return Authorization number will be assessed a 20% restocking fee to be deducted from any refund amount.

No items that have been used, custom manufactured or made to order may be returned.

Non-defective products returned for exchange or refund are subject to a 20% restocking fee if returned opened or in a non-factory sealed box. Products returned in new and unopened condition will receive a full refund, less shipping charges.

Shipping Costs

Round trip shipping charges will be the responsibility of the customer on orders that are shipped by Ace Mart in good faith and are returned to us due to incorrect shipping information.

Charges related to shipping, delivery and/or installation are nonrefundable after the services have been performed.

All shipping and insurance costs of the original order, the returned item(s), and any exchanged item(s), are the responsibility of the customer, in all cases except where Ace Mart committed a shipping or order error. If you choose not to insure your package, and we do not accept return of the Product, you will be responsible for any loss or damage. In cases where a product is claimed to be defective or has been shipped in error, Ace Mart will arrange for return shipping. Contact Customer Service for assistance. Shipping charges will be deducted from any credited amount on any item that Ace Mart has paid for return shipping because of a defective product claim which upon receipt is determined to be non-defective and in proper working order.

Special Orders

Products designated as "Special Order" items are subject to a restocking fee. Please note that special orders are usually processed within 1 day of placing the order. There is no restocking fee on special order cancelled before processing, but there is a 20% manufacturer restocking fee on special orders cancelled after processing but before shipment. "Special Orders" cancelled after shipment are subject to a 20% restocking fee plus the cost of shipping. Custom-manufactured special order items are not returnable.

Fees and Additional Charges

Non-defective products returned for exchange or refund are subject to a 20% restocking fee if returned opened or in a non-factory sealed box. Products returned in new and unopened condition will receive a full refund, less shipping charges.

Additional charges may be assessed for Products returned with any missing or broken items such as manuals and/or accessories. For Product that we verify to be defective, we will reimburse you for your original shipping expense on the Product that you return for a refund. For products determined not to be defective or having been used in a manner against the manufacturer's recommendations or outside of normal use, no credit will be issued, and the item may be returned to you at your cost.

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 order check-in procedure:

  1. Inspect the entire shipment for visible damage prior to accepting the shipment, and note any damage on the delivery ticket/bill of lading before the delivery person leaves. For packages left at your doorstep, inspect the exterior of the carton(s) and note any large dents or tears on your packing slip (invoice).
  2. Verify the number of packages delivered with the packing slip provided by Ace Mart.
  3. Unpack your order immediately and inspect for hidden or concealed damage, even if you don't plan on using the item right away.
  4. Should any damage be discovered, retain the shipping carton and any inner packaging, request inspection immediately from the carrier as well as make a written request to the carrier. Hidden or concealed damage must be reported and an inspection requested within 5 days of delivery.

Ace Mart Restaurant Supply is not responsible for damaged items accepted and signed for at the time of delivery. Ace Mart will arrange for return shipping to our distribution center for an item that was sent to you in error, received defective, or damaged in shipping (assuming the criteria for the order check-in procedure outlined above has been reasonably met).

4. About Ace Mart

The Ace Mart Story...

It all began back in May of 1975 when Norman "Gus" Gustafson and his son Paul bought the company and moved into a small building across South Flores street in downtown San Antonio, Texas. The inventory consisted of some bar stools, tables and chairs, a few ranges and some used equipment. The first year's receipts were $180,000. Quite a contrast from today, when we have 12 physical stores across Texas, an online store, approximately 7500 stock items, 300-plus associates company-wide, and annual sales approaching $60 million.

What led to this phenomenal growth?

Gus saw an opportunity to provide service to small, "mom and pop" type customers that the foodservice equipment distributors and food houses did not typically deal with. In a time when most dealers sold from catalogs, Gus chose to have those items that operators needed the most often in stock, on the shelf, clearly and competitively priced. He also chose to operate as "cash and carry". Gus' philosophy was that since he could not afford to carry both inventory and Accounts Receivable, he would focus on inventory. The proceeds from the sale of the inventory were constantly reinvested in more products and a broader line of inventory.

The 1980's launched a remarkable period of growth for the company statewide. Norma Gustafson, Gus' daughter, joined her father and brother in 1980. Four years later, Ace Mart opened a second store located in Austin as well as a distribution center in San Antonio. A few years later, two new stores were soon opened, one in Houston and another in Dallas.

Ace Mart's steady growth continued to increase during the 1990's when a fourth Gustafson family member, Carl Gustafson, joined the family business in 1991. By now, all of the major markets in Texas had an Ace Mart location, and the entire state was being covered with the Ace Mart monthly sales flyer.

Along with a growing staff of Ace Mart professionals, the "Ace Mart way" was gaining a lot of momentum, and from 1993 to 2000 eight new stores were opened throughout Texas, an average of about one per year. The Corporate Office and main Distribution center were moved to the Austin Highway location in northeast San Antonio; an 85,000 square foot facility that includes the Austin Highway store, the Corporate Office, and a 50,000 square foot state-of-the-art Distribution Center.

The new millennium continues to provide challenges and opportunities. The overall economic downturn that was made worse by the attacks of September 11 dramatically affected sales and profitability and prompted close examination of every aspect of our business. Expenses were cut, adjustments were made, associates in every department were challenged to work smarter and harder and as a result, we are now a more efficient and stronger company. One of the few bright spots of this period was the fact that Ace Mart did not have to layoff any people, as was happening to so many other businesses in the industry.

Today, we're still headquartered in San Antonio, Texas, and the family business is operated under the co-ownership of Paul, Norma, and Carl Gustafson. Over $10 million dollars of inventory is maintained in over 250,000 square feet of showroom space throughout our 12 store locations in Texas. Distribution Centers in Dallas and San Antonio ensure that new inventory arrives weekly to keep shelves well-stocked.

The future of Ace Mart looks promising indeed. With the phenomenal growth of our online store, AceMart.com, and additional store locations in Texas and neighboring states now in the planning stages, Ace Mart will strive to continue serving our current customers, as well as new customers, in new and exciting ways.

5. Privacy and Security

Ace Mart takes online privacy and security concerns very seriously.

We use outside shipping companies to ship orders. These companies do not retain, share, store or use personally identifiable information for any secondary purposes.

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