FAQs

Our order lines (Toll Free: 1-800-526-8224) are available Monday through Friday from 8:00AM - 6:00PM Central Time. Fax lines are open 24 hours (1-262-478-0229).

Our chat lines are available Monday through Friday from 8:00AM - 5:00PM Central Time. Click here to start a chat!

Our warehouse operates from 7:00AM - 4:30PM Central Time, Monday through Friday.

We are located at 10660 N. Executive Ct, Mequon, WI 53092

Current our website does not indicate inventory level. However if you need an item immediately and need to know if it is in stock, please call, chat, or email us to verify. You will receive a backorder notification after your order is placed with an ETA and substitution options.

With fast shipping times and processing, once your order is placed, we cannot guarantee that it can be modified. For web orders, please call 1-800-526-8224 to speak with a representative as soon as possible. You can also email cs@nathosp.com to make a modification to an order. Custom orders such as imprinted key tags, draperies, custom ice buckets, etc., may not be changed once production has begun.

Order cancellations after the item(s) have shipped are not allowed. Once they have shipped, you will need to refer to our return policy. Order Cancellations for special order items, custom produced items (e.g. draperies, drape rods, signage, furniture, etc.) and close-out items may not be allowed depending on the stage of the order.

Order cancellations before the item(s) have shipped may be subject to a cancellation fee.

• Credit card fees are an inherent surcharge absorbed by National Hospitality on completed orders. Authorized and eligible cancelled orders for reasons out of National Hospitality's control are refunded less a 3% credit card processing fee.
• Credit card refunds will be processed within seven business days of the request. All other refunds will be processed within 20 business days of the request.
• Your refund will be credited back to your original form of payment.

Custom orders require payment in advance. Please be certain of all details (size, color, imprint, etc.) as custom orders are not cancelable or returnable.

National Hospitality Supply specializes in meeting your custom requirements. Our highly trained staff is here to help you with your needs. In order to insure the best prices, each quote request is carefully reviewed. For this reason, quotation preparation may require up to 48 hours. Acceptance of a quotation is our indication that the quote has been approved per the specifications listed. National Hospitality Supply cannot be held responsible for any discrepancies.

We understand that each customer has different needs. If your product questions are not answered on our website, please call us to inquire. We are happy to seek out whatever information you need.

If there's an item you need, not listed on our website or catalog, we are happy to assist you in ordering any item offered by our manufacturers. Please note that most special orders take slightly longer than stock orders, and are non-returnable.

Prices and terms are subject to change at any time, without notice. All shipments will be made at prices prevailing at time of order. Orders requested beyond delivery schedules may be assessed a price increase.

To ensure our customers' safety online, all orders are processed with PCI compliance, through a secure payment gateway. Please keep this in mind, as there may be a slight delay before processing for a small percentage of orders. If additional information is needed to help prevent a fraudulent order, we will reach out via phone and email.

Our sole liability for goods sold is limited, at our election, to the repair or replacement of those goods, or repaying or crediting you for the purchase price of the goods. We will not be liable for any incidental or consequential losses, damages, lost profits, or expenses directly or indirectly arising from the sale, handling, or use of any of the products, or from any other cause. You must submit all claims to us in writing within thirty (30) days from the date you received the goods.

We accept all major credit cards including Master Card, Visa, American Express, and Discover. We are able to accept debit cards as long as the card has been registered with a billing address. We do not allow for multiple credit cards to be used on the same order during checkout.

We do accept check, ACH, and wire transfers for orders taken over the phone. If placing an order online, we only allow credit card payment. Please call 1-800-526-8224 to speak with a representative if you wish to place an order with an alternative payment.

For orders placed with a check, the order is placed on hold until payment has been received.

For orders placed with a ACH or Wire Transfer, there is a $30 fee. Fee is subject to be waived. Orders placed via ACH or Wire Transfer must contain information regarding the order number provided by our customer service staff as well as first name, last name, company name, full billing address.

Please notes, with alternative payments, delays may occur in shipping upon waiting for payment.

New customers are required to pay for their first order in advance. As is common business practice, customers of National Hospitality Supply will build a credit history and establish credit lines based on order history. Credit limit is based on order amount and timely payments. To take advantage of Net-30 invoicing privileges, please call 1-800-526-8224 to speak with a representative and place your order over the phone.

If placing an order over the phone and utilizing the "Invoice" payment method with Net-30 terms, you are responsible for paying the individual invoice per shipment on time. For multiple shipments, you may receive multiple invoices that correspond to each shipment within the order. Remitting an invoice payment can be in the form of credit card, check, or wire transfer. Additional finance charges will apply for late payments as well as the right to revoke invoicing privileges.

We understand that the safety of your personal information is extremely important to you. We are SSL certified and PCI compliant and use a wide array of security measures to ensure your information Is protected from unauthorized access.

Sales tax is charged for the following states: California, Florida, Illinois, Michigan, Minnesota, New Jersey, New York, North Carolina, Ohio, Pennslyvania, South Carolina, South Dakota, Texas and Wisconsin. For all other states, sales tax is not charged on most items, although there are a few exceptions. If your order does quality as an exception, you will be contacted via phone or email after placing your order online.

For customers who are tax exempt, please submit your tax exemption form, here. You can also fax a copy of your certificate to 262-478-0229 or email cs@nathosp.com.

*In-stock orders placed before 12:00PM CST, typically process and ship out the same day (Monday through Friday).

Our warehouse aims to have all orders processed and ready to ship within 1-2 business days. Majority of our products will ship from our Wisconsin facility, however some items do ship directly from the manufacturer. Delivery times on factory direct shipments may vary, see specific product pages for more details. For common carrier deliveries (LTL), transit times typically range from 1-5 business days. If your delivery time is over a holiday, please add an additional day for delivery. Inclement weather can also add an additional day to delivery. Our warehouse is closed the following holidays: Christmas, New Years, Memorial Day, 4th of July, Labor Day, and Thanksgiving. Shipping services such as UPS may observe additional holidays. All delivery times are estimates and are not guaranteed.

If looking for faster options than UPS Ground, please call 1-800-526-8224 to speak with a customer service representative. Additional fees may apply for express services such as UPS 2Day, UPS Priority Overnight etc. We can accommodate rush orders or express deliveries as long as the items you're ordering are in stock. Rush orders or deliveries are not available for common carrier orders.

Please view our UPS Ground transit map to estimate delivery times, here.

Shipping rates posted online reflect commercial address rates as we are primarily, business to business. Additional fees will apply for shipments to a residential address. If you operate a business out of your home, your address is still considered residential by UPS and the United States Postal Service.

Free delivery on UPSable packages when your order is over $199 and shipping to a commercial address.

Exceptions

1. UPSable package Orders under $199 shipping to a commercial address will incur a $15.95 shipping charge
2. UPSable package Orders under $199 shipping to a Residential address will incur a $19.95 shipping charge
3. UPSable package Orders over $199 shipping to a Residential address will incur a UPS imposed surcharge
4. Orders for LTL “Motor Freight” items are excluded from this free shipping model and require quoted shipping rates.
5. Boxes over 50 lbs are considered “Oversize” and will incur UPS imposed surcharge
6. Boxes over 48” long are considered “Oversize” and will incur UPS imposed surcharge
7. Boxes over 107” in girth (L + 2xW + 2xH) are considered “Oversize” and will incur UPS imposed surcharge

Once you place an item in your shopping cart, you may enter your zip code to determine the shipping rate.

Currently we are set up to ship within the United States and Canada; however our website only accepts contiguous U.S. shipments. Canadian, Alaskan, and Hawaiian customers are asked to call 1-800-526-8224 for placing orders. If you are located outside the United States and Canada, we can accommodate orders if shipping to a freight forwarder of your choice. Once the shipment has been received by your freight forwarder, we are not liable for any damages that may occur between your freight forwarder and end destination.

Shipping addresses need to be a physical commercial or physical residential address. We are unable to ship to P.O. boxes.

All deliveries to commercial addresses require a signature; residential address deliveries do not require a signature, unless requested. Exceptions may apply depending on order.

For all online orders, once an item has shipped you will receive an email containing the tracking number. In addition, if you have an account, you may visit your Account Dashboard, under "Track an Order" to view more details. If you don't have an account, please visit here. Please have your order number, email address, and billing zip code used on the order for tracking purposes. If an item has not shipped, you may call 1-800-526-8224 or email cs@nathosp.com to inquire about status.

Upon receiving your order, please inspect for any damaged, lost, or missing items. Please note the shortage or damages next to your signature. If there is extensive damage and the merchandise cannot be salvaged, the driver may agree to total refusal of shipment. If the merchandise is not totally damaged, you must accept it--but be sure to have the driver note and initial the damage on the delivery receipt. If you notice a shortage or damage upon opening your package, please call us within 3 business days of receipt at 1-800-526-8224. We may request pictures of the damage to help with the process. Please make sure to keep the damaged merchandise, carton, and packing material so they can be inspected and the liability determined.

It is very important that you examine each carton in the presence of the driver, at the time of delivery, because according to federal law, once you sign for merchandise, you become responsible for it. The only exception is if you or the driver note any damage on the delivery receipt at the time of delivery. We are bound by time constraints imposed by freight companies and the law. Claims received by the carrier after fifteen ( ) calendar days from the delivery date cannot be honored, so you must notify us within ten (10) calendar days of delivery if you want us to help you process the claim.

In the event, UPS may lose a shipment, it's our priority to help track the order down. Tracking a missing shipment may take an additional 1-3 business days to complete. If your shipment is found, we will continue the delivery to your location. If it is deemed lost, we'll provide a quick resolution.

The important thing to remember about common carrier deliveries is that you should sign for your shipment AFTER you have checked to make sure that it arrived to you safely and have noted any issues on the delivery receipt!

If the packaging shows any evidence of a problem, truck drivers are able to wait up to 15 minutes while you break the shrink wrap and inspect individual items for any damage, and make sure the correct amount of pieces were delivered. Do not be intimidated by the driver. If you notice any damage, you are allowed to break the shrink wrap on the skids to inspect individual items. If any item is clearly damaged or missing, or if you have any doubt about any item being damaged or missing, you MUST do the following:

• Note it clearly on the delivery receipt before signing
• Do not refuse delivery
• Keep your copy of the delivery receipt and contact us within 24 hours at 1-800-526-8224
• Keep the damaged packing materials for inspection
• Take pictures of the damaged items and packaging

 

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. By signing your name on the delivery receipt without noting any damages, you are stating that you have received your shipment in acceptable/good condition.

Packaging that is used during shipment is designed to keep your contents safe from damage or mishandling that may occur during transit. In the event a shipment is received with damaged packaging, compensation will not be offered for packaging damage. If the items are damaged, please contact us right away so we can arrange for compensation or replacement. Please inspect the actual items inside of the packaging before refusing a shipment due to incorrect information on the box or damage to the outside of the box.

A correct street address is essential - UPS does not deliver to PO Boxes. We utilize software that validates every United States shipping address. If you choose to bypass the address verification by clicking on "I Certify the address is correct" fees may apply. Address corrections made after packages have been picked up by UPS may result in extra charges to the buyer - $18 per box for the correction plus any transportation costs. These fees are charged to us by UPS. Address corrections will also add at least one day to the delivery time and during warm weather months, may result in a compromised product.

We cannot guarantee every item will ship together due to stock availability and where items are shipping from. If multiple shipments of your order are required, the full amount of the shipping costs will be charged up front.

National Hospitality is not held responsible for any damaged and/or missing items or material differences should the freight forwarder not follow all applicable Shipping & Return policies outlined. Any issues occurring between the freight forwarder's location to the final destination are not our responsibility.

Ground Orders shipping into Canada may incur additional duties, taxes, and other fees to cross the border. These charges will be enforced by the carrier and not reflected in our shipping costs on the order receipt. If shipping to Canada, please call 1-800-526-8224 to speak with a representative as the option is not available online at the moment.

Common carrier shipments into Canada require a broker to facilitate the import of the items. Please have your broker's information ready before calling.

1. Make sure the piece count ( # of skid[s] / # of box[es]) on the Bill of Lading matches the piece count on the delivering truck. Sign the delivering ticket short if pieces are missing, and call us while the driver is there. The driver must allow you time to count the box pieces to verify the receipt.

2. Check for any damages while unloading. Make a note of any damages or shortages on the driver's delivery ticket immediately. Keep a copy of the signed delivery ticket. Take pictures of the condition of the freight upon arrival, if damaged, before opening. If unseen damage is found after the driver leaves, take pictures and contact us immediately.

Please note that any additional freight carrier's fees such as re-delivery or address corrections are the responsibility of the customer. Changes to addresses after shipments have left the National Hospitality warehouse will result in a reconsignment fee charged by the carrier. The applicable address correction fee must be paid by you (customer) before the shipping address can be changed. Address correction rates vary ($85+).

At the time of delivery, generally all palletized freight includes a liftgate unless otherwise stated. Liftgate service allows the merchandise/pallet to be lowered from the end of the tailgate. The driver will leave the merchandise/pallet outside of the delivery area/door for you to hand unload from the pallet and bring to your desired area of choice. If additional services are requested by you and billed to National Hospitality, all such fees shall then be re-billed to your credit card.

Extra services such as Inside Delivery are not included in the cost of shipping. Inside-delivery charges start at $100 per shipment and will be re-billed to your card. If the freight carrier is unable to deliver the freight due to problems with contacting you or setting up delivery appointments, storage fees may be assessed by the carrier. In such case, all storage fees and/or return delivery fees are the responsibility of the customer and shall be billed to your credit card. If you do not agree to these terms you must contact us prior to your shipment being processed to arrange special delivery options.

All returns require a return authorization number from our Customer Service department before returning, including those items shipped factory direct. Please contact Customer Service at 1-800-526-8224 or email cs@nathosp.com for assistance. Unauthorized returns will not be accepted.

Utilize the request a return label to expedite your return process, here. You will need to be signed into your member account to access. Please list the order number, why you are returning, any damages or missing items, and an uploaded picture. A customer service representative will follow up within 1 business day. Return labels are sent direct from ups.com to your email address on file. While these are pre-paid labels, shipping will be deducted from the refund if the return reason is not damage or an error by National Hospitality.

• Return shipping on items shipped in error or damaged in transit will be paid for by National Hospitality. Customer is responsible for all shipping charges on returns for any other reason.
• Authorized Returns are allowed within 30 days. Returns are NOT accepted after 30 days (from order ship date).
• Authorized Returns carry a shipping & restock fee of 25%.
• Authorized Return Requests with an order value under $50 will incur a flat $15 shipping/restock fee.
• Authorized Return Requests for pillows carry a shipping & restock fee of 50%.

While National Hospitality will provide the pickup coordination of your return, it is your responsibility to ensure returned goods are repackaged in accordance with UPS packaging guidelines. Failure to follow those guidelines can result in additional fees or forfeiture of credit/refund.

**Exceptions can exist for this return policy**

All returns must be returned in new (unused) condition in the original packaging, complete with any guarantees, and operating and/or assembly instructions that were included in the original package. Products that are made to order or customized at your request, including anything custom printed/imprinted (key tags, advertising specialties, etc.) or made-to-measure or custom colored (draperies, blinds, lamp shades, upholstered furniture, etc.) may only be returned if we did not follow your instructions or if there are defects in materials and workmanship at the time of delivery. Defective custom merchandise must be returned within thirty (30) days of delivery.

Any return where the packaging is damaged upon return, not in a resellable condition, or which requires repackaging by our warehouse, is subject to additional fees.

 

Custom products such as imprinted key tags, furniture, drapes, door number signs & other signage, ice buckets, personalized law cards, logo door mats, locks, registration cards, telephone faceplates, matchbooks, tablecloths, and more are non-returnable. There are exceptions to the policy, listed under "Condition of Returned Items". Please see specific product pages for more information.

Digestible products such as coffee are returnable within 15 days of the shipment being processed. This is strictly for user ordering errors, boxes must be returned in original packaging and be unopened.

No returns accepted on Closeout Items. All sales are final.