Reliable Customer Support to Satisfy your Purchase

Reliable Customer Support to Satisfy your Purchase

Unexpected shipping damage? Make adjustments for your order? Find the answer with us in this blog!

Welcome to the third section of FAQs at OneStop SupplyCo, where we address your inquiries regarding our Return and Refund Policy.

At OneStop SupplyCo, customer satisfaction is paramount, and we understand that sometimes returns and refunds may be necessary. In this section, we aim to provide clarity on the processes and guidelines we have in place to ensure a seamless and transparent experience for you.

If you have any questions or concerns regarding returns or refunds, you're in the right place – read on to find the information you need.


Q1: I forgot to purchase some items, where can I modify my order?

Once your order is placed, the system will automatically process your order, we cannot guarantee that it can be modified or canceled. If you need to add any product to your order, you can either place a new order for the product you left, or you can contact us to add products to your order. 


Q2: Can I cancel the order I just placed?

Once your order is placed, we cannot guarantee that it can be canceled. If you wish to cancel your order, please contact us as soon as possible. Once it has been shipped, the order can not be canceled and we don’t have any free return policy.


Q3: How can I track the order status?

You will receive several emails about the details and status update about your order. You can also log into your account and go to the “Orders” section to check the latest update of your order.


Q4: 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 after the order ships from our warehouse. To obtain the pdf copy, please contact Sales Representatives. 

Q5: I received the wrong item(s). What should I do?

We are so sorry about the mistake, please keep the item(s) unused and in the original packaging and reach out to our Customer Service team. They will work with you to reship the correct item or issue a refund. 

Photos of the incorrect product you received or other graphic proofs will be requested during the procedure, please provide those details at the very beginning of the conversion.


Q6: Item(s) in my order are missing. What should I do?

Great care is taken when packing your order, but on rare occasions an item may have been missed. If the quantity of total cartons is less than you ordered, it might be caused by the combination packing of smaller items, or might be caused by split shipping. Please contact us within 5 business days of receiving your order so we can find a solution for you!


Q7: Will my whole order come in one shipment?

To save you the hassle of handling multiple shipments, we will make every attempt to ship your order in one shipment. It will be a series of tracking numbers, but you can track all of them with any tracking number we have provided, or you can refer to the master number for details.

For orders that contain “Pre-Order” items or customizations, only the in-stock items will be shipped first, others will be sent as soon as they arrive at our warehouse.

If there are multiple shipments, we will send you tracking information for each separate shipment to help track your order. When split, the full amount of the shipping costs will be charged in the first shipment. 

Q8: I received broken products, how can I get my refund?

While we do our best to avoid this, unexpected circumstances might happen during their trip like the weather that would cause missing or damage. If the carton is broken or damaged when it arrives, please contact us within 1 business day and the carrier as well, we will start investigating the case and process refund or compensation for you.

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.

***If your order shipped via FedEx, please read carefully!***

If any item or packages are missing, you MUST do the following:

  • Note it clearly on the delivery receipt before signing it
  • Keep your copy of the delivery receipt
  • Contact us within 1 business day

At OneStopSupplyCo, we strive to make your shopping experience as enjoyable and worry-free as possible. Our Return and Refund Policy is designed with your satisfaction in mind, and we are committed to addressing any concerns you may have. If you find yourself in need of assistance or have specific questions not covered in this section, our dedicated customer support team is always ready to help. Your trust in us is paramount, and we appreciate your understanding and cooperation as we work together to ensure a smooth resolution to any issues that may arise.

Thank you for choosing OneStop SupplyCo – Your Reliable Online Restaurant Supplier.

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