Commonly asked questions:

  • Where do I register?

    To register for a prossav Store account please visit the following link: Register for a prossav Store Account

  • What are your policies on shipping, time, problems, etc?

    You can view our shipping policies via our Policies page.

  • What do some of the terms on your site mean?

    Learn industry terms and what they mean using our handy Industry Terms Explained Guide.

Account Information

  • How do I change my User Information?

    In order to change your user information, you must first be logged in. Once you are logged in, click on My Account. You can add, edit, or view your shipping and billing addresses by clicking the respective links. You can also check current order status, view previous orders, or review items.

  • How do I register for an account? Do you require registration to place an order?

    To register for an account, click the Register button located in the top right side of our homepage. You will be asked to enter both billing and shipping information. Please note, your billing information must match the information associated with the credit card you are using to place the order. We do not require registration to place an order.

  • I forget my password. How can I retrieve it?

    You can visit the Pawssword Reset page to have an email sent to you to reset your password.

  • How do I use My Account?

    The My Account section of prossav Store can be used for a variety of things: changing your user information, checking a current order's status, and viewing past orders. To access the My Account section, while either shipping or viewing the main page, click on My Account at the top of the screen. In order to use the My Account feature you must be a registered user.

Company

  • Do you have a store location I can visit?

    We are solely an online company so we do not have any store locations.

  • How do I contact a Customer Solutions Specialist?

    Our Customer Solutions Specialists are available Monday through Friday 8 a.m. to 12 a.m. We can be reached by e-mail (support@prossav.com) to answer any questions you may have!

  • What is your phone number?

    Before contacting us, please search our Frequently Asked Questions to see if your question has already been answered! If you have any further questions, you can reach one of our Customer Solutions Specialist Monday through Friday 8 a.m. to 12 a.m. Also you can find our contact information here.

Orders

  • Can I add to or modify my order?

    In order to maintain accuracy and efficiency in our order process, we are unable to alter any orders after they have been placed. If you would like to add to or modify your order in any way, please contact a Customer Solutions Specialist to cancel the order so you can reorder exactly what you need. You can also cancel your order from the "My Account" page if its within a few minutes of placing the order. If the option is no longer available, please contact us immediately if you would like to cancel an order! If an order is already processing in our warehouse and being packed to ship, we cannot cancel the order.

  • Can I cancel my order?

    Please contact us immediately if you would like to cancel an order! If an order is already processing in our warehouse and being packed to ship, we cannot cancel the order. Our warehouse works on the weekends to package up orders so they are ready for shipment on Monday morning. Although we do not ship on the weekends, if an order is packaged to ship over a weekend and billed out, the order is not able to be canceled.

  • I need to have my order by a certain date. How can I be sure that it is in stock?

    We ship in stock orders within 1-2 business days. However, occasionally an item will be temporarily out of stock or over-committed which will cause delays in shipping. If you have a time constraint on your order, please feel free to contact us before placing the order and we’ll be happy to check availability for you.

  • How can I get a receipt or copy of the invoice for my order?

    You will be e-mailed a copy of your invoice once your order is placed and also after the order ships from our warehouse. To obtain another copy, log into your account and go to My Orders. You will see an option to “Download Invoice” or “Email Invoice” for each order you’ve placed. If you do not have an account with us, please contact a Customer Solutions Specialist to request a copy.

  • Is there a minimum order requirement to purchase from your site?

    There is no minimum order requirement to purchase from our site. We accept all orders large and small!

  • Item(s) in my order are missing. What should I do?

    Unfortunately part of a shipment can occasionally go missing during transit and we must go to the carrier company to start a trace for the missing items or receive reimbursement if the items are ultimately deemed lost. By signing the delivery receipt you are taking responsibility and ownership for the shipment in the condition noted. If part of your shipment is missing and you did not note this in any way on the delivery receipt, we CANNOT guarantee any compensation or replacement of the missing items.

  • Item(s) in my order were damaged. What should I do?

    Our warehouse gives great attention to packaging every order for shipment. Unfortunately damage does occur occasionally during transit and we must go to the carrier company to receive reimbursement for these damages. By signing the delivery receipt you are taking responsibility and ownership for the shipment in the condition noted. If part or all of your shipment is damaged and you did not note this in any way on the delivery receipt, we CANNOT guarantee any compensation for damages.

  • Will my whole order come in one shipment?

    To save you the hassle of dealing with multiple shipments, we will make every attempt to ship your order in one shipment. If multiple shipments of your order are required, the full amount of the shipping costs will be charged in the first shipment. If you want part of your order sent expedited and the other part sent using standard Ground, please place two separate orders.

Payment

  • Can I pay with a pre-paid credit card?

    Yes, you may pay with a pre-paid credit card on our site if the card has been registered with a billing address. Please call the number on the back of the card to register. Once the card is registered with a billing address it can be used to check out on our site.

  • Do you accept orders via phone or fax?

    To protect your personal information, we require all orders to be placed online through our secure server. Unfortunately, we are not able to accept orders via phone or fax. One of our Customer Solutions Specialists would be happy to walk you through the checkout process or answer any questions you may have!

  • Is my credit card and personal information secure when I order from your site?

    Here at prossav Store, it is our top priority to ensure your personal information is secure! To do this we employ the best security available on the net for transmitting your personal information: SSL. SSL safeguards your information and guarantees your privacy while ordering through our site. You can see SSL is being employed by the lock icon at the bottom of your screen and the 'https' in the address bar, as opposed to the 'http' that is normally there.

  • What payment options do you accept? Do you accept purchase orders?

    We accept Visa, MasterCard, American Express, and Discover card as valid payment options. We are unable to accept Purchase Orders. All orders must be placed online. We require payment in full at the time of sale via a credit card through our secure server, Amazon, or Paypal. For orders with a subtotal exceeding $500, the option to pay via ACH transfer is available in the credit card payment box on the Review Your Order page at checkout.Financing is also now an option for orders over $500 with at least 70% of the items being equipment items.

  • When will I be charged for my order?

    You will be charged for your order upon shipment. If for any reason your order must be split up into multiple shipments, you will only be charged when the first item(s) ship out. Any back-ordered items will not incur additional charges.

  • When will my card be charged for my order?

    Your card will be charged in full once the first item(s) on your order ship. When you place an order on our site, an authorization is placed on your funds in the amount of your order. An authorization is a communication from your bank to our payment system letting us know your card is valid and the required funds are available. On your bank statement these authorizations may show as “pending”, but please keep in mind they are not charges. They are only authorization requests and will only result in a charge when your items ship.

Products

  • Do you offer samples?

    We do not offer free samples of our products. However, many items we sell in smaller, pack quantities that you can purchase to test out the item before committing to a larger order. Sometimes our manufacturers will send out samples of select products to commercial customers. Please contact one of our Customer Solutions Specialists to see if a sample request can be sent to the manufacturer for the items you’re interested in.

  • Is there a warranty available for the items I’m purchasing?

    If available, our items come with the manufacturer’s warranty as specified on the item description page.

  • What if I can’t find the item I’m looking for on your website?

    Let us know! We want to be a one-stop-shop for all of your restaurant equipment and supply needs. We may be able to help you find what you’re looking for and we are always willing to listen to your suggestions for product additions on our site. Many of the newest products being added to our site are a result of our customers’ suggestions. You can send an e-mail to support@prossav.com and let a Customer Solutions Specialist know how we can help you get the items you need.

Returns

  • How do I exchange an item?

    We are not able to exchange items, however we can set up a Return Authorization so you can return the items you no longer need and place an order for new items. You can create a return by logging into your account, clicking My Orders, then select “Return Items” or by contacting one of our Customer Solutions Specialists.

  • How do I return an item?

    To create a return, all you need to do is log into your account online, click on "My Orders", then select "Return Items". You can then select the items you'd like to return! If you do not have a registered account, please contact one of our Customer Solutions Specialists to set up a Return Authorization for you.

Shipping

  • Can an order be shipped on my FedEx account so I can save on shipping?

    Although we would love to be able to use customer's shipping account numbers, we are unable to. With the high volume of orders we do, this would make billing very complicated. Also, should there be any damaged or missing items in your order, we would not be able to submit a claim for you or send you a replacement since the order was shipped under your account.

  • Can I pick up my order?

    All orders placed through prossav Store will be shipped to their destination via a commercial carrier. For safety, insurance, and logistical reasons, customers cannot pick-up orders from our warehouse.

  • Do you ship internationally?

    Yes! In addition to the United States and Canada, we can ship most items via DHL Express to Australia, Austria, the Bahamas, Bermuda, the Dominican Republic, France, Germany, Guam, Hong Kong, Ireland, Italy, Jamaica, Japan, Mexico, the Netherlands, New Zealand, Puerto Rico, Singapore, South Africa, Spain, Sweden, the United Kingdom, and the US Virgin Islands. We also ship to U.S. based freight forwarders for larger orders; however, you would be responsible for contacting them to set up an account before placing an order. Please note freight forwarders will charge additional fees for their services. Any duties, taxes, or fees from your forwarder are separate from our shipping and handling charges. All of the prices on our website are in U.S. dollars.

  • Do you ship to PO or APO/FPO boxes?

    Unfortunately we are unable to ship to PO or APO/FPO boxes at this time. FedEx requires a street address to complete delivery. If a shipping carrier deems your address inaccessible for delivery, they will make final delivery at the closest shipping terminal or return the shipment to us. If you are concerned about delivery to your address, please contact us before placing your order!

  • How much will it cost to ship my order?

    You can calculate an estimated shipping cost before you check out right in the shopping cart! To calculate shipping charges, add your items to the shopping cart. Just below the subtotal, you will see "Shipping and Handling Calculator". Be sure to correctly choose "business" or "residential", enter your zip or postal code, then click "Calculate Shipping". This will provide shipping costs for the items in your cart. Certain large and/or heavy items will be shipped via a common carrier service. These items are indicated as such on their description page as well as in the shopping cart with a red asterisk. All other orders ship with a small package carrier like FedEx. Occasionally, when large quantities of items are ordered, we may opt to use a common carrier service even if none of the items in your order are classified as common carrier. Whether your order will be shipping via small package or common carrier, the online shipping estimate will tell you exactly how much you will be charged for shipping.

  • I live in a country you don’t ship to. Can I still order from you?

    We can ship to U.S. based freight forwarders for customers wishing to export their items to a country we do not currently ship to. The customer would be responsible for contacting the freight forwarder to set up an account before placing an order. Please note freight forwarders will charge additional fees for their services. Any duties, taxes, or fees from your forwarder are separate from our shipping and handling charges.

  • What is a broker and why do I need one?

    A broker is an independent contractor paid to facilitate the import of items into your destination country, if shipping outside of the US. If your order is shipping via DHL, they will broker the shipment on your behalf and these charges will be billed to you directly from them. For orders shipped via common carrier to Canada we will contact you before processing the order to inquire which brokerage company you are using. If you have already determined a broker for your shipment, please note this in the customer comments section of your order so we can begin processing right away.

  • What is a freight forwarder?

    A freight forwarder combines shipments for individuals or companies into truckload lots to transport large orders to their final destination. You can think of a freight forwarder as a travel agent for the shipping industry. International freight forwarders will arrange freight shipments to a customer’s final export location. We can ship to U.S. based freight forwarders for customers wishing to export their items; however, the customer would be responsible for contacting the freight forwarder to set up an account before placing an order. Please note freight forwarders will charge additional fees for their services. Any duties, taxes, or fees from your forwarder are separate from our shipping and handling charges.

  • What is common carrier shipping?

    Common carrier shipping is necessary when an order is too large or heavy to be delivered ground by FedEx. These items will be delivered to your location by a tractor trailer. Standard common carrier delivery is curbside and does not include unloading the merchandise or delivering it inside your location. You are responsible for unloading the items from the back of the truck and bringing the shipment inside your establishment. If you are not able to do this yourself, please consider adding a Lift Gate or White Glove service to your order.

  • What shipping methods do you use?

    All of our smaller, ground orders are shipped with a parcel carrier like FedEx for domestic and DHL for international orders. If you need a ground order guaranteed for delivery faster than the standard transit time, we offer Next Day or Second Day delivery for qualifying shipments. For larger, palletized orders we use a nationwide network of freight carriers. Standard common carrier is curb-side delivery. If you are in need of inside delivery we also offer a White Glove service for qualifying shipments.

Shopping

  • Do you have a catalog that you could send to me?

    Unfortunately we do not have paper catalogs available. We carry thousands of items on our site and are constantly adding and updating products, rendering it impossible for us to keep a paper catalog current. Our website contains real-time information on all of our products, and our Content staff works diligently to keep the entire inventory up-to-date online!

  • How do I add items to my shopping cart?

    After locating the items you're interested in on our site, add the item to your shopping cart by clicking the “Add to Cart” button. Please note there may be a drop down menu above the “Add to Cart” button. If available, you will need to make a selection (color, voltage, size) before adding the item to your cart. While shopping, you can view your cart at any time by clicking the “View Cart” button located in the top left of the screen.

  • How do I find the items I want to purchase?

    The easiest ways to locate items on our site is to utilize the Product Search feature or Browse by Category. You can search for your items using either the search or advanced search function located above the category listing along the left side of the site. Products are searchable by our item number, manufacturer model number, title, keyword or UPC code. If looking for a more general item, you can Browse by Category along the left side of the screen and use the “Filter these results” function to narrow your search. If we don't carry an item you're looking for, please contact one of our Customer Solutions Specialists to help locate it for you.

  • How do I get to my cart?

    To get to your shopping cart, click on the shopping cart icon at the top right hand side of the screen. You will also be taken to your shopping cart whenever you add an item to the cart.

  • How do I place an order?

    To place an order, add the items to your shopping cart. Just below the subtotal, you will see "Shipping and Handling Calculator." Be sure to correctly choose "business" or "residential," enter your zip or postal code, and then click "Calculate Shipping." This will provide shipping costs for the items in your cart. Click on either "Checkout using our secure server", PayPal, or Amazon and follow the prompts to complete checkout.

  • I have a large list of products I’d like to buy. Can I get a quote?

    If you have a large list of products you need –whether it is for an opening order, a season start up, or products that you can’t find—we can provide the quote you need! You can contact us and one of our friendly Special Orders Coordinators will begin preparing a personalized quote for you!

  • I need a quote for the items I’m buying. How do I get a quote?

    Our website displays real-time, wholesale prices and is equipped with a great feature that will help you to obtain a quote. You can obtain a quote by adding all of the items you wish to purchase to the shopping cart. After you have added all of your items, the cart will automatically give you a subtotal. You can also obtain a shipping quote by using our shipping calculator located below the subtotal. Be sure to correctly choose "business" or "residential," enter your postal code, and then click "Calculate Shipping." This will provide shipping costs for the items in your cart.

  • Where do I sign up to receive Email Specials?

    Learn about great deals, seasonal promotions, new products, and get Coupon Codes for special discounts with our popular e-mailers. Sign up here!