Policy

Returns & Claims

Last updated: October 22, 2026

We want the product to work for your operation. This policy covers returns of stock items and claims for defective or damaged goods. Custom and private-label items are made to your specification and are handled separately.

Return eligibility

Stock items may be returned within 30 days of delivery if they are unopened, in original packaging, and in resalable condition. A return authorization (RA) is required before anything is shipped back.

For food-safety reasons, opened food-contact products cannot be returned unless they are defective. Custom-printed, private-label, and made-to-order items are non-returnable except for defects or errors we caused.

Restocking and freight

Approved stock returns may be subject to a 15% restocking fee. Return freight is the customer's responsibility unless the return is due to our error or a confirmed defect. Credits are issued to the original payment method after inspection.

Defects and short shipments

Report defects or shortages within 7 days of delivery. Include the order number, SKU, quantity affected, photos or video, and a description of the issue. We will arrange replacement, credit, or return at our discretion after review.

Do not dispose of affected product until we confirm the resolution. We may ask for a sample or lot number to investigate with the manufacturer.

How to start a return

Email sales@northlinefoodservice.com with the subject line "Return request — [order number]" and the details above. We will respond with an RA number and instructions within two business days.

Need a document for your records?

Email us for a PDF copy, a signed agreement, or a W-9. We will send it the same business day.