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Frequently Asked Questions
Need more information? Below you'll find the "frequently asked questions" we hear most often from our customers.
My Account
- What is a Customer/Account Number?
- Where can I find my Customer Account Number?
- How do I login and log out of My Account?
- How do I retrieve my username and/or password?
- How do I edit or update my Account Profile?
- How do I add or delete a User on My Account?
- Who can access an Account?
- How do I save items in my Shopping Cart?
- Do you offer discounts on list prices?
- How do I get a copy of my invoice?
Order Information
- How do I cancel an order?
- How can I save an order I have already started?
- How do I view my order history and past shipments?
- How do I manage my Wish List?
- How do I manage my Shopping List?
- Who do I contact for product questions?
- What is the difference between an In-Stock product and Factory Direct product?
- How do I add items to a completed order?
- What is a backorder?
- When is a Handling Fee charged?
- How do I place a Will Call order?
- How do I locate my Order Number?
- How do I use a Purchase Order Number?
- How do I use a Promotional Coupon Code?
- When is Sales Tax charged?
Payments & Billing
Policies & Returns
- How can I receive assistance on my shipment?
- How do I find product warranty information?
- How do I view my Account's prices for products featured online?
- How do I make a return?
- What is the return policy for residential / non-commercial shipments totaling under $350?
- Can I give a purchased item to a Delivery Driver to return?
- What do I do if my items are broken or damaged when I receive them?
Shipping & Delivery
- How do I receive or accept a delivery?
- What is my estimated delivery lead time?
- Where can I find my estimated delivery lead time?
- Do you offer rush shipping?
- How do Factory Direct items affect my shipping date?
- How can I calculate my shipping costs?
- What locations do you ship from?
- What destinations do you ship to?
- What shipping methods do you use?
- Will I be charged for freight fees?
- What is your In-Stock Free Shipping Eligible Program?
- What is your Factory Direct Free Shipping Eligible Program?
- Will my shipment be split?
- What do I do if I receive a common carrier delivery?
- What are your delivery routes?
- Do you ship internationally?
General Information
- Advantages and Benefits of TriMark R.W. Smith Online
- How do I contact TriMark R.W. Smith?
- How do I contact the webmaster regarding issues related to the technical use of the site?
- How do I apply for a job and join the TriMark R.W. Smith team?
- How can I get access to exclusive offers and sales flyers?
- How do I request an TriMark R.W. Smith Catalog?
- How do I rate a product or write a review?
- How do I request to be contacted by a Business Development Manager?
- How can I request assistance from an Equipment Installer?
- I am a manufacturer of foodservice supplies - who should I contact to discuss our product lines?
Answers
- What is a Customer/Account Number?
As a customer of TriMark R.W. Smith, you will have a five digit number associated with your account. This is also known as your Customer ID number.
- Where can I find my Customer Account Number?
When placing an order as (1) a Guest or (2) as a Customer with online registration (limited to web-based buying privileges), a generic customer number is issued. Customers with a registered TriMark R.W. Smith Account processed through our office are assigned a five digit Account Number. The Account Number appears on invoices in the upper left-hand corner under the TriMark R.W. Smith logo. To register for an Account, establish credit terms with us or to be assigned a Sales Consultant, please contact Customer Service.
- How do I login and log out of My Account?
The Login/Register link is located at the right corner of the red menu bar, found at the top of every page. When logging in to your Account, you will need your username and password. Your email address serves as your username. To log out of your Account, click Sign Out in the right corner of the top red menu bar.
For your security, an online session will automatically end after thirty (30) minutes of inactivity.
- How do I retrieve my username and/or password?
Your username is the email address entered when the Account or User was created. If you forget your password, click Login/Register located in the top red menu bar, then go to the link located just above Sign In Securely. You will be prompted to enter your email address. We will then send you an email with a system-generated new password. The new password is encrypted, secure and unique to you. You will then be able to sign in to your account using your new password. Once you are logged in, you can change your password by visiting My Account and click on Update and Edit Profile.
- How do I edit or update my Account Profile?
To edit or update your Account online, login and click My Account located in the red menu bar, found at the top of every page. Under Account Management, click Update and Edit Profile. Only the Primary Administrator is permitted to edit or update the Account. For assistance with editing or updating your Account profile, please contact Customer Service.
- How do I add or delete a User on My Account?
The Primary Administrator for the Account has the authority to add or delete Users.
First, login and click My Account located in the red menu, found at the top of every page . Under Account Management, click Manage Users.
To add a User, click the plus sign
. Next, fill out the required fields and assign User Privileges. To delete a User, press Delete to the right of his or her name. A confirmation screen will appear to confirm deletion of the User.
- Who can access an Account?
Only the Primary Administrator and assigned Users may access an Account. To ensure your information is secure, we encourage you to regularly update your password and promptly delete a User who is no longer authorized to access the Account.
- How do I save items in my Shopping Cart?
To save items in your Shopping Cart, click Save this Cart. You will input a unique name in the field provided and click the Save this Cart button. To access a saved cart, go to My Account, View Saved Cart. You can view, print or email a saved cart at any time. When you are ready to resume the checkout process for a saved cart, click Open Cart and proceed with your purchase. Opening the saved cart will replace the current shopping cart. Saved carts remain active for ninety (90) days and then are deleted from the Account.
- Do you offer discounts on list prices?
Existing TriMark R.W. Smith Customers will see their prices after logging in to their Account. For New Customers who would like to review pricing and discount opportunities, please contact Customer Service or speak with one of our expert Sales Consultants.
- How do I get a copy of my invoice?
Copies of invoices will be available in the View/Print Invoices section of My Account once the order has been shipped. For further assistance, please contact Customer Service.
- How do I cancel an order?
For an order not yet processed and shipped, contact Customer Service to make a request for cancellation. Special orders, large volume orders and custom orders may not be cancelled.
- How can I save an order I have already started?
To save items in your Shopping Cart, click Save this Cart. You will input a unique name in the field provided and click the Save this Cart button. To access a saved cart, go to My Account, View Saved Cart. You can view, print or email a saved cart at any time. When you are ready to resume the checkout process for a saved cart, click Open Cart and proceed with your purchase. Opening the saved cart will replace the current shopping cart. Saved carts remain active for ninety (90) days and then are deleted from the Account.
- How do I view my order history and past shipments?
To view your order history and past shipments, login and click My Account, then go to view order history.
- How do I manage my Wish List?
To view your Wish List, login and click My Account, then go to manage wish list. You can add items to the Wish List from the product pages (the "Add to Wish List" link is located in the gray product information box). Items added to the Shopping Cart from a Wish List will be deleted from the Wish List.
- How do I manage my Shopping List?
To view your Shopping List, login and click My Account, then go to manage shopping list. You can add items to the Shopping List from the product pages (the "Add to Shopping List" link is located in the gray product information box). Items added to the Shopping Cart from a Shopping List will remain in the Shopping List until manually deleted.
- Who do I contact for product questions?
If you have a question about any of our products, please contact your Sales Consultant or Customer Service for assistance.
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Didn't find what you're looking for? We can get it for you! Our team of product specialists will research multiple sources to get you exactly what you need for your business. - What is the difference between an In-Stock product and Factory Direct product?
In-stock products are warehoused in one of TriMark R.W. Smith's facilities. Factory Direct product is ordered directly from the Manufacturer at the time of purchase.
- How do I add items to a completed order?
Items can be added to your purchase if the order has not yet been processed in the warehouse. Please contact Customer Service to find out if your order has shipped or if it remains open for new items to be added.
- What is a backorder?
A backorder is purchased product not immediately available for your order. A backorder will remain open in our system until the item(s) are on hand and then shipped. You may contact Customer Service to request cancellation of a backorder item, up to the point when the shipment is processed. Some backorder items are not eligible for cancellation.
Please note that Special Order items will appear on back order on your order summary. Special and custom orders cannot be canceled.
- When is a Handling Fee charged?
Handling fees do not typically apply. However, some Manufacturers will charge fees for purchase quantities that do not meet their product line minimum, or for broken cases. When applicable, a Manufacturer's minimum order amount and fees are shown on the product page and are included in the total order charge in your Shopping Cart.
- How do I place a Will Call order?
Will Call orders are available only at our warehouse facility locations in San Diego, CA and Dallas, TX. To request Will Call for pick-up of your order in San Diego or Dallas, please contact Customer Service immediately after processing your online order. There is a $25 fee for Will Call orders.
- How do I locate my Order Number?
Your Order Number will be on the order confirmation page at the end of your order as well as in the order confirmation email that is sent after you have completed an online purchase. You may also locate your Order Number in My Account by clicking on View Order History. Your Order Number will be displayed on the Invoice along with other key order information.
- How do I use a Purchase Order Number?
You may enter a Purchase Order Number for your order on the Payment page in the Shopping Cart.
- How do I use a Promotional Coupon Code?
We offer TriMark R.W. Smith Customers exclusive discounts and special promotions, which are valid for a specified period of time and have certain rules and restrictions for online use. Please read the disclaimer details of an offer to make sure that your order falls within the parameters of the coupon. When ready to check out, type in the coupon code into the promotional code box and click apply. Your discount will appear below the subtotal. If you do not see a discount, contact Customer Service for assistance through the process. You can only use one coupon per transaction, unless specified otherwise.
We don't want you to miss out! Please contact Customer Service for help with an invalid or expired code. - When is Sales Tax charged?
TriMark R.W. Smith charges sales tax in accordance with local and state laws. We will calculate and add the appropriate sales tax to your order total at checkout.
- How do I apply for a line of credit?
To apply for a line of credit with TriMark R.W. Smith, please fill out and submit the Application for Credit form. Once the form is received and reviewed, your Account will be set up with an approved line of credit and credit terms. The approximate turnaround time to process your request is 48 business hours.
- How will I receive confirmation of credit approval?
After you submit a credit application, please allow 48 business hours for turnaround. Once your Account is activated and ready for use, you will be notified via email.
- How do I pay for an order online?
You may pay for your online order using your credit card, Paypal, or open terms on an active TriMark R.W. Smith account. For your convenience, we accept American Express, Discover, MasterCard and Visa.
- Why do charges appear on my credit card statement after I have canceled my order?
For order cancellations, or for charges related to order cancellations, please contact Customer Service. We will be happy to resolve any issue for you.
- Do you accept cash on delivery?
No, TriMark R.W. Smith does not ship orders C. O. D.
- How can I receive assistance on my shipment?
If you have questions regarding shipment of your order or if you need to make changes to the method of shipping selected during checkout, please contact Customer Service.
- How do I find product warranty information?
Some Manufacturers provide a limited warranty on select products. Please refer to the warranty information enclosed with a product, which details terms and conditions. If you cannot locate warranty information in a shipment, or if you have questions regarding a product's warranty, please contact Customer Service.
- How do I view my Account's prices for products featured online?
TriMark R.W. Smith Customers with a registered account may be eligible for exclusive discounts on items they regularly order. For these Customers, after logging in, online prices will reflect the pricing specific to the Account. Prices for online products are competitively set and available to the public.
- How do I make a return?
We want you to be 100% satisfied with your order. Should you have any concern with an item that you have purchased from us, please contact Customer Service for assistance. To request a return, please review our Return Policy.
- What is the return policy for residential / non-commercial shipments totaling under $350?
Product purchased and shipped to a non-commercial or residential address from an order totaling under $350 (before taxes and fees) may not be returned. If an error is made on a residential order by TriMark R.W. Smith, we will waive the policy and accept the return.
- Can I give a purchased item to a Delivery Driver to return?
Our delivery drivers cannot take responsibility for product returns unless Customer Service has issued a Return Authorization Number and the driver is instructed to pick up the item from your place of business.
- What do I do if my items are broken or damaged when I receive them?
We take great care to have delivered goods counted and checked prior to shipping them.Upon delivery of any package, do a careful examination for damaged or shorted items and make a notation on the Carrier's receipt. Please note that by giving the Carrier a signed receipt accepting the goods without notation of damage or shortage, you assume responsibility for the condition of the packaged items. Damages and shortages must be noted along with your signature. In order to receive a refund or exchange for damaged or shorted items, you must contact Customer Service within 48 hours of receipt. For more information, review our Return Policy.
- How do I receive or accept a delivery?
When delivering to a non-residential address, someone must be present to accept delivery of a shipment and sign the Bill of Lading. Before signing, please inspect all boxes/cartons and note all damages and discrepancies on the Bill of Lading and/or with the driver at time of delivery. All reports of damage and a request for return should be received no later than thirty (30) days after receipt of shipment. To return goods, please review our Return Policy and contact Customer Service.
Read more on delivery guidelines and safety reminders for kitchen equipment. - What is my estimated delivery lead time?
Your estimated arrival date is determined by the date of shipment from the distribution center and the shipping method you select at the time of checkout. Most In-Stock orders are shipped within 1 to 2 business days of receiving an order. Products listed as "Factory Direct" will be shipped at the earliest possible date.
Shipments travel on normal business days. Please take into account federal holidays and possible inclement weather when placing your order. We will make every effort to deliver your order on the requested date.
Shipping Method
Order Date
Normally Ships
Estimated Arrival
Standard Ground
Monday - Friday
1-2 Business Days
2-7 Business Days
Next Day Air
Before 10am PST Mon-Fri
Same Day
Next Business Day
After 10am PST Mon-Fri
Next Day
2 Business Days
2nd Day Air
Before 10am PST Mon-Fri
Same Day
2 Business Days
After 10am PST Mon-Fri
Next Day
3 Business Days
All Special Orders
1-4 Weeks
1-3 Business Days
2-5 Weeks from Order Date
In-Stock items coming from our San Diego warehouse have the following lead times: 1-3 days for California destinations; 7-10 days for Midwest destinations; and 10-14 days for East Coast destinations.
All items not stocked in our warehouse have a 10-14 day lead time from the Manufacturer's point of origin. Custom product and special orders require longer lead time, commonly 2- 5 weeks. For more shipping and delivery information, please contact Customer Service.
- Where can I find my estimated delivery lead time?
Once your order has been submitted, a confirmation email will be sent to you, which will include shipping and delivery lead time estimates. These estimates will also appear under "My Account".
- Do you offer rush shipping?
Expedited shipping is available, including 2-Day and Next Day (with the addition of Saturday Air under certain circumstances). Orders must be submitted prior to 11:00am Pacific Standard Time in order to receive expedited delivery in the timeframe specified. Expedited orders placed after 11:00am Pacific Standard Time or on Saturday/Sunday normally ship the next business day. Some orders may be subject to verification of billing/shipping information and may therefore be delayed.
TriMark R.W. Smith works tirelessly to have shipments arrive within the specified timeframe. During times of heavy order volume, expedited shipments may take longer to process. Therefore, we recommend you plan accordingly. To ensure delivery timeframes, order early during peak times and holidays, such as Easter, Mother's Day, Thanksgiving, Christmas and New Year's, as well as when schools resume in late-August and mid-January.
- How do Factory Direct items affect my shipping date?
Factory Direct items are not stocked in our warehouse. Since independent manufacturers handle Factory Direct shipments, order processing and transit times will vary. If you need certain items within an order by a specific date, please contact Customer Service for assistance with expedited shipping. Should you have any questions about shipping options, we are available by way of live chat, phone or email to help.
- How can I calculate my shipping costs?
When placing an order, standard shipping rates are automatically calculated. You may choose from several methods of shipment that best fits your needs. Please contact Customer Service for shipping options available in your area.
- What locations do you ship from?
In-Stock orders ship from our distribution centers located in California and Texas. Shipping charges are automatically calculated using the distribution center as the point of origin. We reserve the right to ship certain products or orders directly to a customer from the manufacturer. In these cases, freight costs, if any, will be calculated using the manufacturer as the point of origin.
- What destinations do you ship to?
TriMark R.W. Smith currently ships to any public street address in the Continental United States. Orders cannot be delivered to PO Boxes.
In rare cases where the delivery company is not able to complete a delivery due to accessibility, we will attempt to notify you and help arrange for you to pick up the order at the carrier's nearest terminal. Orders may be held for reasons including, but not limited to, inaccessible destination address, incorrect contact information or an insufficient address. You will be responsible for any storage costs, redelivery charges or other fees that may result from holding the order at the terminal.
Each order may only have one "ship to" address. If you require multiple "ship to" addresses, please order separately for each address. Minimum order and freight policies will apply to each order, and orders may not be combined.
- What shipping methods do you use?
TriMark R.W. Smith ships orders to both commercial and residential addresses. Commercial addresses are defined as business addresses situated on commercially zoned real estate, as determined by the freight carrier. Businesses operated from a house, apartment or other dwelling are not considered commercial addresses and will be charged any applicable residential delivery fees.
- Will I be charged for freight fees?
Orders of free freight eligible products that subtotal under $350 that are shipping to the same address will be assessed freight and handling charges, unless otherwise indicated. When ordering factory direct items not stocked in our warehouse, a freight charge may be assessed in accordance with the freight chart. After you finish adding items to the Shopping Cart, you will receive Standard Ground shipping. You may choose from several methods of shipment that best fits your needs. Please contact Customer Service for shipping options available in your area. Though not standard, inside delivery is available for an additional fee.
- What is your In-Stock Free Shipping Eligible Program?
The In-Stock Free Shipping Eligible Program is for purchases over $350 of qualifying In-Stock products. Your In-Stock items added to the shopping cart must total over $350 and be designated as eligible for the program. Eligible items will feature this image on the product page:
The applicable eligible purchase amount does not include discounts, handling fees and tax. Free Shipping will automatically display during checkout. If needed, you will have the option to choose expedited shipping for your order at the rates provided in the shopping cart.
Delivery time for In-Stock orders is usually 2-5 business days from date of order and depends upon availability. Standard Ground Shipping is available in the continental U.S. only.
This program cannot be combined with the Factory Direct Free Shipping Eligible Program or other shipping offers.
- What is your Factory Direct Free Shipping Eligible Program?
The Factory Direct Free Shipping Eligible Program is for purchases over $350 of qualifying products from a single Manufacturer. Participating Manufacturers include:
Arc Cardinal
Cambro
Carlisle
Dinex International Inc.
Libbey
Rubbermaid
San Jamar
Steelite
The Wheel
Vollrath
Your items from a participating Manufacturer added to the shopping cart must total over $350 and be designated as eligible for the program. Eligible items will feature this image on the product page:
The applicable eligible purchase amount does not include discounts, handling fees and tax. Free Shipping will automatically display during checkout. If needed, you will have the option to choose expedited shipping for your order at the rates provided in the shopping cart.
Delivery time for Factory Direct purchases is usually 10-14 business days from date of order and depends upon availability. Standard Ground Shipping is available in the continental U.S. only.
This program cannot be combined with the In-Stock Free Shipping Eligible Program or other shipping offers.
- Will my shipment be split?
Whether an order has split shipments depends on the items ordered and whether the product is stocked in our warehouse. In-Stock items ship from our warehouse within 48 business hours after the order is placed in the system. Factory Direct items ship from the Manufacturer and generally have a 10-14 day lead time.
- What do I do if I receive a common carrier delivery?
LTL Common Carrier delivery requires an adult signature at the time of delivery. It is that adult's responsibility to inspect the merchandise being delivered for damage or shortage. By signing for a shipment without notice of damage or shortage, you are accepting the product in good condition. Once the driver leaves with your signature, your ability to claim damage or shortage against the carrier is significantly reduced. Most claims against a carrier are denied if they have a free and clear delivery signature.
It is also the responsibility of the Customer to have adequate help and any necessary equipment to receive product at the back of the delivery vehicle.
Please be advised that TriMark R.W. Smith does not ship orders C. O. D.
- What are your delivery routes?
TriMark R.W. Smith operates a fleet of delivery trucks. These trucks operate out of our warehouses in San Diego, CA and Dallas, TX.
Generally, orders placed to deliver on a route need to be submitted 48 business hours prior to a route's expected delivery day. For example, if a route is scheduled to deliver on Friday, all orders expecting to go on that truck need to be placed no later than 11:00 am Wednesday in each respective time zone (PST or CST). During times of heavy order volume, such as major holidays and back-to-school, deliveries made on route trucks may be delayed until the following scheduled delivery day. Please plan accordingly and order early.
- Do you ship internationally?
At this time, we are unable to ship online orders internationally. If you have a freight forwarder, we can assist you with shipping to that address. Please contact Customer Service to check availability for these arrangements.
- Advantages and Benefits of TriMark R.W. Smith Online
Access our Website Features Guide for easy instructions on navigating My Account, Exclusive Offers, Industry Insights and Product Features.
- How do I contact TriMark R.W. Smith?
You are welcome to contact TriMark R.W. Smith by way of phone, fax, email or Live Chat, Monday - Friday 6:00 am - 5:00 pm PST.
- Customer Service: 1-800-942-1101
- National Accounts: 1-800-752-3639
- Fax: 858-530-0224
- Email: RWS_info@trimarkusa.com
- Click Live Chat
- How do I contact the webmaster regarding issues related to the technical use of the site?
Contact the webmaster at RWS_All_Ecomm@trimarkusa.com for technical issues regarding the website. If you have questions related to use of the website, such as features, product, placing an order, or your account, please contact Customer Service or use Live Chat.
- How do I apply for a job and join the TriMark R.W. Smith team?
We welcome applicants who do their best work, and then strive to do even better. Join us and be a proud employee of a company with a superior reputation, unwavering values, rich history and a powerful connection to its customers. If this sounds like a good fit for your future, visit our Career Center to view current job openings. Our online application process is easy to follow.
- How can I get access to exclusive offers and sales flyers?
To view our current sales flyer and find web-only offers, visit our Sales Flyers & Special Offers page. Another way to access online offers and coupons is to subscribe through the Sign Up & Save located on our Home page or on our footer. When you sign up for our emails, you'll receive exclusive offers, special online discounts, sale alerts and industry insights. For more information about current offers and coupons, please contact Customer Service.
We value and protect your privacy. TriMark R.W. Smith does not sell or distribute customer information to third parties. For more information, please see our Privacy Policy.
- How do I request an TriMark R.W. Smith Catalog?
Catalogs can be included with your order or mailed at your request. Please contact Customer Service to request a catalog, or go to our Request a Catalog page and fill out the submission form.
- How do I rate a product or write a review?
Your experience with our products is important and we welcome your feedback through product ratings and reviews. To submit a product rating or review, login to your Account and locate the product for review. Once you find the product, rate it by clicking the appropriate number of stars and review it by clicking Rate & Write a Review.
Star ratings: 1 Star = Poor, 2 Stars = Below Average, 3 Stars = Average, 4 Stars = Good, 5 Stars = Excellent
Note: Reviews that meet our guidelines are usually posted within 72 hours. By submitting your review, you acknowledge and agree all review comments become the property of TriMark R.W. Smith and may be used to promote products in our catalog or on our website; and you further agree that you will not be compensated in any monetary or other fashion for your submission. For more information, please see our Terms & Conditions.
- How do I request to be contacted by a Business Development Manager?
If you would like to be contacted or visited by a local TriMark R.W. Smith Business Development Manager, please go to our Contact Us page and fill out the inquiry form. A Business Development Manager will contact you, usually within 48 business hours of your request.
- How can I request assistance from an Equipment Installer?
TriMark R.W. Smith works with highly experienced equipment installers. We can provide you with a referral or help arrange a consultation with an installer. Please contact Customer Service for more information.
- I am a manufacturer of foodservice supplies - who should I contact to discuss our product lines?
We value our relationships with our manufacturer partners a great deal. Please contact us by email at RWS_info@trimarkusa.com and include details about your product line(s) and location. Your business information will be forwarded to the appropriate person. We thank you for your inquiry and will follow up with you as soon as possible.
Our Affiliations
