Help Center

 

Delivery Questions
DELIVERIES DURING CORONA
Deliveries are still going ahead as usual. Freight is an essesntial service and has not been interupted. Please refer to the standard delivery times but allow for an extra few days as the couriers are very busy. We will update you directly if there is any issue with your order. Order pickups are not available in Melbourne until further notice.
How long will it take for delivery?
Please allow 1-2 business days for processing your order with our suppliers.Delivery is then 2-3 business days for metro Melbourne, Sydney, Brisbane3-5 business days for Adelaide, Gold Coast, Wollongong and Newcastle. 5-7 days for Perth, Tasmania and all other regions.Please contact the courier directly once you have your tracking number to get the most accurate delivery timeframe.
How do I check postage prices by using the website?
Each product on the website has its own delivery calculator. In the delivery tab, simply enter your postcode and then choose your suburb from the dropdown. You can also email [email protected] with your request and we will get back to you
Why there is extra charge for the unit to be taken upstairs or inside the premises?
Most of our deliveries are made to businesses, not residential homes. Our Standard Delivery service is a business to business delivery service and runs during business hours only.Standard deliveries are 'Kerbside' meaning to the front door on the ground floor or loading bay only and does not include negotiating lifts or stairs. Standard deliveries are completed by a single driver, not a two-man team so they are only authorized to deliver to your door. The main reason for this...
Why does metro delivery take 3 days?
Generally our most popular items are delivered the next business day if you order before 12pm however this is not guaranteed. There are sometimes delays outside of our courier's control. We say 3 days as a rule of thumb just to be on the safe side
Can you deliver my item today? (same day)
Depending on the item(s) you’re after and where they're located, yes we now offer same day delivery: Items maximum weight for same delivery is 35kg Must be warehoused in the same metro city as you are.  Cut-off time for same day deliveries is 2pm AEST. If this is the case, we can arrange a courier to collect and deliver the items to you within either a four or a two hour delivery window. Please contact us to arrange
When will I receive my tracking number?
We send tracking numbers as soon as we recieve them from our suppliers!Once you receive it, use Track My Order at the top of any page If the Track My Order page is not working or if you haven't received your tracking number after 3-4 business days after placing your order, don't panic! Simply email us ([email protected]) and we will contact the courier and update you as quickly as we can. Please allow a few days after placing your order before requesting your tracking...
My item arrived damaged - what do I do?
Take some photos and send them to us asap!
I saw free delivery on Facebook, eBay, Google
Sometimes you may see a free delivery promotion on Facebook, eBay, Google ads or other marketplaces. From time to time we do run free delivery promotions however its not very often due to the large sizes of most of our equipment.Please keep in mind that it is very difficult to syncronize these types of promos on all marketplaces and advertising channels so we ask that you confirm the promotion on our website. Sometimes you might see free delivery on another website which is not related to a...
Can you guarantee a delivery date?
Unfortunately we are never able to guarantee a delivery date for any order. Just like 99% of businesses, we use couriers such as Startrack, TNT, Cope Sensitive freight and others to deliver your items. Because the couriers will be the ones to deliver your order, the exact time and date of that delivery is out of our control.The delivery times are an indication of likely timeframe however are not gospel. There are many extenal factors such as bushfires, strikes and general courier excuses which...
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Customer Support Questions
Is there an email address I can send a list of equipment I need that I would like someone to price please?
[email protected] - Please include model numbers/skus of products as well as the delivery suburb and postcode
Is the unit available?
Every product has an 'in-stock' label on its page. If an item is out of stock, you can email us and we will help you find an alternative from a different brand or supplier
Where is your shop?
RestaurantEquipment.com.au is an online business with our head office located in Melbourne, Victoria. We utilize a network of third-party showrooms, warehouses and logistics solutions around the country to ensure we can reach customers right across the continent as well as New Zealand and anywhere in the world. Please contact us regarding specific products you are interested in viewing and we will be happy to arrange it for you at our nearest partner's showroom. The RestaurantEquipment.com.au...
How do I get a quote for a large order?
The easiest way to get a quote for a large order is to email [email protected] with all the model codes and quantities of the equipment you are looking for. Our sales team will add the items to a formal quote and send it back to you quickly. The other option is to use the quote function on the website. You can add any products to your quote then submit the equipment list to us. Submitting the list will send it to [email protected] and one of the team will...
Have I called a call center?
Depending on how busy we are, we do utilize an Australian-based call center to help capture all enquiries, however your enuiry will be answered by the right personal in our team within an hour or two (during business days) The call center actually helps us to be nore efficient and do a much better job of serving our customers. This is because they pass us your queries and contact details so that when we call you back, we have answers and outcomes for you right away...
Where are you located?
Australia
Can I get a copy of my invoice for a marketplace order
Orders received on marketplaces such as Catch, MyDeal, Trademe do not send payment for your order immediately. In fact after you pay for your order, it typically takes around two weeks for us to receive payment from the marketplace's accounts teams.  Because of this reason, your invoice has been created however is not yet marked as paid. We are happy to send you the invoice as unpaid now, or we can send it through in a week or two once it's been marked as paid.Please send an email...
How do I order
There are several ways to order:  Find the product you want on the website and complete the online checkout. The site will work out the delivery price and the order will be dispatched right away. If you prefer to speak to someone, you can call and speak to a team member over the phone. If you prefer to talk via email, you can also write us using the same email address and we will do everything electronically. You can also chat with us via messenger on our website or Facebook...
Do you offer a discount for bulk orders?
We always strive to maximize your discount and minimize your delivery charges. Depending on the brands and products you are after, we are happy to recommend specific products which will provide a better bottom line for you. Some brands unfortunately do not provide us with significant margin or might already be priced very aggressively. These are generally the more premium brands of equipment and typically their online price is the final price we can offer. The brands which we are able...
Do you buy used cafe equipment?
Unfortunately we do not buy used equipment.
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Warranty and Returns Questions
Does the equipment come with a warranty?
Check the product's description for accurate warranty information
My item arrived damaged - what do I do?
Take some photos and send them to us asap!
My item isn't working correctly - what do I do?
Check the manual then email us with all the details
Why is there a restocking fee
Most manufacturers charge 25% restocking fees if you change your mind about a purchase or order the wrong item and then want to exchange it for another. If your order needs to be re-routed or returned to its warehouse(s) of origin after being collected by a courier, many additional people become involved to faciliate your return. Unless there is transit damage, a manufacturing defect or a mistake on our end, you will be...
We have a broken planetary mixer - do you guys know where to fix it?
If the mixer was purchased from us, we will assist with repairs and getting you in contact with the right service department for your mixer brand. If you didnt purchase it from us and it is not a brand we carry, we may or may not be able to assist, depending what is broken. If the mixer not working at all, it might be an electrical issue. If so, most electricians can fix it. If the issue is mechanical, like the gears have stripped or motor is spinning but hook is not, then it...
Can I arrange service?
All brand new products come with minimum 12 month warranty.Some products come with 2, 3, 4, 5 or even 10 years warranty, depending on the brand and supplier.Even after your warranty is finished, we can arrange a service call for your equipment for a small fee. If you need to have your equipment serviced, please contact us via email ([email protected]) with your needs and we will try our best to assist.  
Can I buy replacement glass for polar g-series countertop food display fridge black 120ltr?
Yes you can buy replacement glass for Polar G-Series Countertop Food Display Fridges! Glass is not covered under warranty, unless your new item arrives with transit damage. If you need replacement glass or any other part for your fridge, please email [email protected] with your requirements and please include the serial number of your fridge so we can be sure to order the correct part!
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Refrigeration Questions
Do I need a fan forced fridge?
'Fan-Forced' refers to the large internal fans which pump warm air out of fridge and freezer cabinets and replacing it with refrigerated air, causing the contents to cool rapidly. Non Fan-Forced fridges and freezers such as Chest Freezers do not have internal fans.
Whats the power usage of this fridge?
Typically a fridge will use 1kw/h to 10kw/h per 24 hours depending on its size and how much it gets used Please check the specific fridge's description for more information
Why do I need higher ambient for fridge?
Fridges and freezers with higher ambient temperature ratings are able to work in much hotter environments, such as busy commercial kitchens. If you have confined space in your kitchen with fridges and cooking equipmentin close proximity, higher ambient temp fridges and freezers will cope much better. Tropical rated (tropicalized) fridges and freezers will be rated for ambient temperatures from 38°C - 43°C are also usually ‘Fan-Forced’ which means they have better cooling systems and are more effective...
How noisy is the fridge?
Commercial fridges are not typically designed with quietness in mind, as their domestic counterparts are. The cooling systems in commercial fridges are not always insulated as well as domestic fridges so they might be a bit louder than what you’re used to. The upside is the extra reliability, ease of access when it's time for maintenance and heavy-duty components of commercial grade fridges and freezers.
Can I store meat in the Polar DM075-A?
This fridge is really designed as drinks cooler. It’s cooling system is not fan-forced and it takes longer to drop internal cabinet temperature to the set point, which is not ideal for food. For meat storage, we strongly recommend using a fan-forced fridge.
Do you supply remote motor glass door fridges?
We supply all kinds of fridges and freezers in remote variants. Remote refrigeration simply means the compressor (fridge motor) is not installed at the factory. This is for set ups where restaurateurs prefer to have the noisy compressor located outside of their shop and the refrigerant gassed in remotely. Remote fridges and freezers are supplied, ready for connection by your refrigeration technician. For grocery stores and similar projects, we recommend premium brands such as Skope which is made...
How many DB (decibels) is this fridge?
Manufacturers generally do not provide noise rating for small fridges. We can request this from the supplier but generally noise is not an issue. Some additional advice -  if your fridge or freezer is placed on a bench or wooden floorboards with minor movement, vibration can occur from the compressor which can generate more noise. We simply advise to place equipment on a sturdy surface. Also, you can cut out some cardboard...
Does the Thermaster upright HF400/HF600 freezer have fixed shelves? Can they be removed?
The shelves in the HF400 and HF600 freezers are not movable. This is because the refrigerant gas is pumped through the actual shelves as well as the side and back walls.
Is the fridge safe for medicine?
Medical fridges are much more sensitive than regular fridges, they have more accurate controllers and sensors. For this reason we do not want you to assume that a standard food or drinks fridge can substitute a medical grade fridge. However all fridges fundamentally work the same way. The compressors pump refrigerant gas through a series of valves and chambers which makes the pressure change, which extracts heat out of the cabinet. Once the contents of the fridge are brought down to the desired...
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Cooking Equipment Questions
How many pizza can fit into the pizza oven?
It really depends on the diameter of your pizzas! Normal large pizzas are around 30cm in diameter so for instance if the internal width of the oven is 60cm or 600mm than you could fit two pizzas across but if the oven is 90cm or 900mm wide internally, you can fit 3 pizzas.
What is the difference is between the 10amp Bakermax pizza oven and the 15 amp version?
More amps = More cooking power.   Cooking requires lots of energy. When using electricity (as opposed to gas) the power lines can only transfer a certain amount of amperage. So 15amp has a slightly larger plug which can transfer a bit more power. The 10amp version is the regular household plug. It does the exact same job as the 15amp, albeit slightly slower.For some products such as selected sandwich presses, they may be available in one version with a single 15amp plug or with...
Do you have a child-safe cooktop?
For child-safe cooking equipment, we recommend looking at induction cooktops. Induction cooking works with the power of magnetism and uses a copper coil under the cooking surface. When electrical currants are passed through the coil, that generates a powerful magnetic force which excites the metal particles in steel and iron cookware, causing them to heat up. Induction does not have a flame or direct heat source such as typical cooktops, therefore is safer around children. Even if an induction...
Do you have anything for bulk storage of used cooking oil
Unfortunately we do not sell or distribute cooking oil. We have bulk storage solutions for dry ingredients and many types of cooking equipment but not the cooking oil itself. 
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Kitchen Equipment Questions
What information do I need know before purchasing a grease trap?
The most important thing you need to know from your local council is if they have a minimum size requirement. For instance some councils require minimum 600L or 1000L traps while others have no minimum requirements. Next you will need to decide if the grease trap will be positioned above or below the ground. Below ground grease traps have different lids available, depending on whether they need to support the weight of people walking on them, cars or trucks driving over them. There are also ...
What is the difference between Paneltim and regular grease trap?
Paneltim is a special compound of compressed plastic. It's about 6 cm thick and requires no additional reinforcement. The regular grease traps are made from thin plastic sheeting and need extra reinforcement like steel bars and concrete (for below ground applications) We recommend Paneltim, it’s a little more expensive than the regular plastic but usually ends up being cheaper than the additional cost of reinforcement. 
Is this product reliable?
We take a lot of care when selecting product lines from suppliers which we know to be reliable. We also only sell equipment from suppliers who we know will provide a level of support that our customers expect after their purchase. If a particular model has ongoing issues, we typically stop advertising it all together. We don't want our customers to experience ongoing frustrations with their equipment. All new equipment inlcudes a minimum 12 month warranty and some brands include 2,4 or even 10...
Can we customize prep bench and if we do how much is the cost?
We can arrange anything custom made in stainless steel, however custom work is expensive. Typically we will have something very similar to the size you are after and it is much easier and cheaper to buy a standard size. For instance if you wanted  a prep bench measuring 1115(W) x 600(D) x 900(H)mm (this was a real request once) 1115mm is not a common length but 1200mm is, which is very close to the original request. If this could be substituted, it will be a fraction of the cost of a custom ...
What are Gastronorm Pans? (GN, Gastro)
Gastronorm (or simply GN) pans are an interational size standard in food service equipment. The measurements indicate the outer dimensions of the containers which are generally manufactured in Stainless Steel. There are also different types of plastic GN pans depending on your requirements.GN sizing is widely used in commercial fridges, freezers and cooking equipment such as ovens. Check the product's description for the correct number and size of GN pans required and if the equipment includes pans...
Which specific disk would I need to cube fruit for the VC Vegetable slicer?
For cubing fruit and vegetables, use a dicing blade in a vegetable slicer. These come in different sizes such as 8mm square or 10mm square. Please remember that vegetable slicers can struggle with soft fruit and vegetables as they are harder to cut mechanically. Let us know if you are interested in a demonstration of a vegetable slicer
Does this meet Australian Standards
All products sold on RestaurantEquipment.com.au meet or exceed Australian Standards. This includes all AGA approvals for gas products and detailed refrigeration standards for various classes of cooling. If you require more detailed information about a brand's safetly compliance, please check the specific item's documents, ask us or get in touch with the manufacturer directly.
Does this grease trap meet Australian Standards
All grease traps are built in Melbourne by a local manufacturer comprising of qualified fabricators, and use only prime quality plastics to ensure high quality, professional products. Not only do they exceed all Australian standards but also come with 5 year manufacturing warranties. The grease traps have been supplied to companies such as Toronga Zoo, Crown Casino, National Gallery of Victoria, QV Melbourne and many others so they should be ok for your business. Each local council in Australia...
How does the table top attach to the base
On the underside of each table top there is a piece of wood which screws directly into the base. You can use any base with any table top, given the sizes match.
We have a broken planetary mixer - do you guys know where to fix it?
If the mixer was purchased from us, we will assist with repairs and getting you in contact with the right service department for your mixer brand. If you didnt purchase it from us and it is not a brand we carry, we may or may not be able to assist, depending what is broken. If the mixer not working at all, it might be an electrical issue. If so, most electricians can fix it. If the issue is mechanical, like the gears have stripped or motor is spinning but hook is not, then it...
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Kitchen Canopy Questions
What do I need to know about extraction canopies?
Getting an extraction canopy for your commercial kitchen can be a bit of a run-around. Firstly, you need to know that most manufacturers who supply canopies do not install them or include the ducting required to extract the dirty air out of the kitchen. Installation and transport is usually separate, so always keep this in mind. The actual dimensions of the canopy are based around the equipment you plan on using in your kitchen; the canopy legally needs to be at least as long as all the equipment...
I need a custom size extraction canopy
Before committing to a custom made canopy, which can cost tens of thousands of dollars, take a look at the extraction canopies we sell, available in a large variety of pre-fabricated sizes. Our canopies are sold as the empty shell, without ducting or fans but do include washable and replaceable filters. The fans and ducting need to be custom made to suit your premises which are unique in their design.  Once purchased, we will connect you with a fabricator who can quote and supply...
Is the CHOOD1200 suitable for frying?
Yes it is suitable for any type of cooking, however we always advise you to confirm that directly with your local council. Typically a canopy is required when the cooking equipment's combined output is over 8kw. 
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Payments, Finance and Leasing
Can I rent equipment for a few days?
At this time we do not offer short-term rentals for equipment. We do however have several leasing/finance options depending on your requirements. For small purchases, under $999 you can use Zip or Prospa Pay solutions for interest-free repayments. For $1000 - $9999, Prospa pay is the best solution with no interest charged to customers. If you require more traditional equipment financing with the option to return or upgrade your equipment, Rentlite or Silverchef will be your best options. Please ...
What finance and leasing options do you offer?
For small purchases, under $999 you can use Zip or Prospa Pay solutions for interest-free repayments. For $1000 - $9999, Prospa pay is the best solution with no interest charged to customers. If you require a simple, traditional equipment financing solution with low repayments and no option to return the equipment, Rentlite will be your best option. If you require a traditional financing solution with the peace-of-mind option to return or upgrade your equipment, ...
Do you offer a discount for bulk orders?
We always strive to maximize your discount and minimize your delivery charges. Depending on the brands and products you are after, we are happy to recommend specific products which will provide a better bottom line for you. Some brands unfortunately do not provide us with significant margin or might already be priced very aggressively. These are generally the more premium brands of equipment and typically their online price is the final price we can offer. The brands which we are able...
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