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Frequently Asked Questions (FAQ)

 

This FAQ section hopes to answer all of your ColdTech Commercial questions and we'll keep adding to it with your thoughts. If you have any other questions email us customerservice@coldtechcommercial.com or call us 1-855-241-3251.

Warranty

Where can I read the warranty information?

You can read the warranty information online here: http://www.coldtechcommercial.com/warranty-page.html. It's the best warranty in commercial refrigeration.

How long is your warranty and where can I read the warranty?

The warranty is 3 years bumper to bumper and a total of 5 years on the compressor - not to brag, but it's the best in commercial refrigeration. Our warranty is written in plain language (not legalese) and you can read it online here: http://www.coldtechcommercial.com/warranty-page.html - make sure you follow all user guide instructions to ensure your warranty is valid (including maintenance schedule).

Where is my warranty card?

You don't need one. We make it easy. You ordered online so we have all of your details on file.

If I need to use my warranty how do I get started?

Well, it is unlikely you'll need it for a very a long time if at all. However you can call us anytime, day or night, at 1-855-241-3251 (press 2) and we have your warranty information on file, so you don't need to find that pesky warranty card. You must call us directly BEFORE starting any work. Please have the serial number of the cabinet, the model number handy. In the case of a warranty claim for the compressor the compressor model tag must be returned to us.

Can my unit still be serviced if it is out of warranty?

ColdTech servicers are able to offer a chargeable "out of warranty" repair service. Please contact us directly at 1-855-241-3251 (press 2) or email us at customerservice@coldtechcommercial.com for information or to get started.

I purchased a ColdTech product, but the logo doesn't match on the unit and it was prior to August 1, 2011, is my unit still under warranty?

Our ColdTech Commercial products have the logo that is on the top, left-hand side of this web page. If it does not match then it is not one of our products. We can't speak for other companies.

There is another discontinued product-line called ColdTech that we have no affiliation with - confusing, I know. Our commercial refrigeration line launched Aug 1, 2011 and our thirteen digit serial numbers resemble this: 0111053500001.

Ordering a ColdTech Product

How do I order a ColdTech Commercial product?

You can purchase any of our ColdTech Commercial products online 24/7/365.

Can I order by phone or fax?

Yes, but call us or email us first to find out how to proceed. 1-855-241-3251 customerservice@coldtechcommercial.com

Can I go to a store to see the product first?

We sell our products online. Call us or email us if you have any questions. You can see videos of the products: http://www.coldtechcommercial.com/videos-page.html

I see a box for promo codes in the shopping cart - how do I get a code?

Sometimes we send out promo codes to thank people for things like writing reviews, referring a friend, buying 3 or more units at once, etc. and sometimes we have specific promotional offers that require a coupon code. To see our latest promotions click here: http://www.coldtechcommercial.com/great-promotions-page.html

What if I want to buy multiple units for multiple locations?

Call us directly now 1-855-241-3251 or email us customerservice@coldtechcommercial.com

How do I know my order has been placed?

We will email you every time the status of your order changes. When you have purchased online with us you will get a Thank you email pop up on your screen, you will then receive an email stating that you have purchased, you will receive another email when the item has shipped including a tracking number once the item has shipped, plus you'll get an email you can save on file with all of your details for the future.

Is there a place to review my ColdTech Commercial product?

Yes.

What is your shipping policy?

Please click this link to read our shipping policy: http://www.coldtechcommercial.com/shipping-page.html

What is your privacy policy?

Please click this link to read it: http://www.coldtechcommercial.com/privacy-policy-page.html basically, we will not sell or rent your information period. Third parties, like our freight company, may have some access to details only in order to deliver your order. Credit card details will never be given out.

I am in Canada and I'm buying for a US business (or I am in the US buying for a Canadian company), do I have a choice of paying in Canadian or US dollars?

Yes, at the very top of the website you'll see a currency drop down box. Please just choose the one you'd like.

I want to make arrangements for franchisees to order directly from you. How do I do this? Will there be a discount?

Please call or email us at 1-855-241-3251 or customerservice@coldtechcommercial.com

Can I pay in Canadian or US dollars?

You can pay in the currency you prefer. Please see the image below to find out how to do it.

What is the tax exempt field and what do I have to do to be tax exempt?

If you have a tax exemption number please fill in the box in the shopping cart and it will not charge you tax. However, an inside sales person will contact you by phone or email to ask you for required documentation before processing the order. For more information on tax exemption statuses from the government please:

If I have an issue ordering online who do I contact?

Call us or email us directly. customerservice@coldtechcommercial.com or 1-855-241-3251.

My restaurant or food service establishment is in Alaska, Hawaii or Newfoundland. Do I qualify for the limited time offer of free shipping?

We're sorry, but Alaska, Hawaii and Newfoundland are excluded from the offer. If you are ordering from us call us for a shipping quote 1-855-241-3251.

I keep getting a monthly newsletter from you - why do I get it?

When you purchased from us, signed-up for a competition you were added to the mailing list, you would have received an "opt-in" email from us saying you were added to the email list. You would have clicked on that link. In accordance with PIPEDA and CAN-SPAM you can opt out of the newsletter at any time by clicking a link at the bottom (footer) of the newsletter and you will be removed.

Where is my order?

Please log in to your account to see the latest status alternatively, you can call or email us for details customerservice@coldtechcommercial.com or toll free 1-855-241-3251. If your item has been shipped you should have received an email from us with a tracking # or link. Just click on that link and our freight company will have all of the details at hand.

What if I need to change my shipping date?

Call us as soon as you know and we will contact the delivery company or click on the tracking link you received by email and update your order.

Set-Up Requirements

Please note: read our User Guides & Spec Sheets for your specific model.

Are there special moving/transportation instructions for my ColdTech unit?

If the appliance has been recently transported, please let the unit stand still for a minimum of 24 hours before plugging it in.

How much clearance do I need when I install my ColdTech unit?

Make sure there is proper ventilation around the unit in the area where it will operate. There must be a freestanding clearance minimum of 4" from the back and 1" on all sides. Avoid installation in a high humidity and/or dusty area. Humidity could cause rust and decrease the unit's efficiency and dust collected on the condenser coil may cause the unit to malfunction.

Where do I find the wiring diagram for my refrigerated unit?

The diagram is located on the back of the unit.

What are the electrical requirements for my ColdTech Commercial Unit?

There are specific instructions included in the ColdTech specific sheets. Find the right one for your restaurant fridge or prep table. This commercial appliance is equipped with a cord having a grounding wire with a grounding plug. The plug must be plugged into an electrical outlet that is properly installed, sized and grounded with appropriate over currant protection. Consult a qualified electrician if the grounding instructions are not completely understood or if doubt exists as to whether the appliance is properly grounded. For more information refer to the electrical requirements on the nameplate. Voltage must be 115 volts /20 amp circuit on all models.

Where do I find the ColdTech Commercial's owner's manuals?

You should have received one with your unit. Please see http://www.coldtechcommercial.com/spec-sheets-user-guides-page.html to read it online or print.

Where can I find specification sheets?

All of our spec sheets are located online http://www.coldtechcommercial.com/spec-sheets-user-guides-page.html

Product Questions

Quick Links:

  • Spec Sheets & User Guides
  • Warranty FAQ
  • ColdTech Commercial videos
  • Restaurant refrigeration products

What does Energy Star rated mean?

ColdTech Commercial products are Energy Star rated to save you money on your electricity bills. ENERGY STAR is collaboration between the Department of Energy, and the EPA. It is designed to prevent pollution by helping consumers buy products that use less energy. The Federal Government defines minimum standards for energy consumption for many consumer products such as major appliances. The product has to exceed the minimum Federal standards by a certain amount, which varies from product to product.

What grade of stainless steel is used on ColdTech Commercial models?

We use high grade stainless steel for all of our refrigeration products. At ColdTech Commercial, we use 300 series stainless steel (Austeritic) which has the highest corrosion resistance than others in commercial applications.

Why this is important? Stainless steel is durable, hard wearing, takes bumps and is resistant to corrosion and staining, making it a low maintenance product, perfect for your kitchen. Stainless steel has antibacterial properties and can be sterilized. At ColdTech Commercial, we use 300 series stainless steel (Austeritic) which has the highest corrosion resistance than others in commercial applications. Read more about stainless steel from Wikipedia.

Other commercial refrigerator brands may use white aluminum or white coated steel that may look like stainless steel, but doesn't have the same qualities as stainless steel.

Stainless steel and the environment: Did you know the manufacture of stainless steels is an ecological business: almost 60% of the raw materials used for their manufacture come from the recycling of end-of-life products or from joint products of processing. Learn more about the recycling of stainless steel.

Parts

Please note: For warranty information please see our Warranty FAQ page.

Where can I get parts for my unit?

Email or call us now: customerservice@coldtechcommercial.com or 1-855-241-3251

Can I buy ColdTech Commercial parts online?

No, but you call or email us directly to get parts - customerservice@coldtechcommercial.com or 1-855-241-3251. We have partnered with a third party parts expert, all you do is call us and your phone call will be redirected to them automatically.

I need more pans for my prep table - where can I get them?

Email or call us now: customerservice@coldtechcommercial.com or 1-855-241-3251

I need more shelves for my refrigeration unit, where can I get them?

Email or call us now: customerservice@coldtechcommercial.com or 1-855-241-3251

Who do I call if my compressor is not working?

customerservice@coldtechcommercial.com or 1-855-241-3251

What stainless steel cleaner do you recommend?

There isn't a specific brand that we currently recommend. Using mild soap and water as recommended in your ColdTech Owner's Manual.

How do I know what part I need?

Email or call us now: customerservice@coldtechcommercial.com or 1-855-241-3251 and tell us what your issue is.

If my unit is under warranty who do I call to repair it?

You must contact us directly before having any work done under warranty. Please email or call us 1-855-241-3251. Read our ColdTech Commercial Warranty FAQ page for more information.

If my unit is not under warranty can I still get repairs?

Yes. Call or email us for details. Obviously you will have to pay for the fees if it's not under warranty. customerservice@coldtechcommercial.com or 1-855-241-3251.

How do I replace my lost key?

Please contact us at 1-855-241-3251, press 2 for Technical Support to order a new key or to book a service call to unlock the locked door.

Someone else answers when I call the 1-855-241-3251 and get Parts?

We have partnered with an expert in parts.

About ColdTech Commercial

Who is ColdTech Commercial?

We are a North American team connecting with restaurant owners, chefs and the food service community. We provide superior commercial refrigeration products, parts and accessories online or through the order desk, at a fair price, with the best warranty in the business serviced with exceptional, expert, professional and friendly customer service. We are passionate about environmental and food safety responsibility. Read more about ColdTech Commercial.

Who do I contact if I have questions or concerns?

Call us day or night 1-855-241-3251 and talk to a real person or email us at customerservice@coldtechcommercial.com.

Where can I find reviews of your product? Where can I leave a review?

Find the product you purchased and you'll see a tab half way down the page called reviews. Click on it and either read or post a review. The reviews are moderated to keep out spam. If you leave a review and you have not purchased from us a note will be added to the post, so we can be transparent about the reviews.

Does ColdTech have a blog? Twitter? LinkedIn? Facebook?

Yes we are in all of those social media spots. We love to hear from you - let us know what you think. Join or friend us. Want to submit an article email editor@coldtechcommercial.com now.

What is ColdTech Commercial's Privacy Policy?

We will never sell or your rent your information to a third party. Our partners may have access to your information to process your ColdTech order, service and warranty ONLY. We keep your information on file to be able to process any warranty requests - we do not keep your credit card details. Read our Privacy Policy.

Is your payment gateway secure? Is it safe to order online?

We use Trustwave and all you need to do is click the icon to make sure it is secure from your server to ours and you'll find out immediately. It's pretty cool. We use Rackspace to host our eCommerce website and they are one of the best and safest in North America.

Why should I buy from ColdTech Commercial?

Just because we're Culinary Cool! Plus, we have the best warranty in commercial refrigeration. Its three years bumper to bumper and five years compressor for your peace of mind. Our products are high grade stainless steel inside and out, and you can call us directly. We look after you after you purchase from us. Call us anytime and talk to a real person 1-855-241-3251.

How do I contact a customer service agent?

Our sales and service team is available 24/7/365, 1-855-241-3251. We can also be contacted via email at customerservice@coldtechcommercial.com.

How do I contact… ?

Here is a pervasive list of who you can talk to: http://www.coldtechcommercial.com/about-us-page.html

Is ColdTech Commercial a member of the National Restaurant Association and the Canadian Restaurant & Foodservices Association?

Yes and we are pleased to be a part of it.

How can my restaurant or food service be promoted on your blog, eNewsletter, Twitter, Linked-In, etc?

Simply email the editor@coldtechcommercial.com your ideas, thoughts, original articles, press releases, etc. We are happy to help promote businesses where it makes sense.

What is the tax exempt field and what do I have to do to be tax exempt?

If you have a tax exemption number please fill in the box in the shopping cart and it will not charge you tax. However, an inside sales person will contact you by phone or email to ask you for required documentation before processing the order. For more information on tax exemption statuses from the government please:

Product Care

Please note: please consult the User Manuals & Spec Sheets for specific information.

How often should I defrost my fridge/freezer?

All ColdTech units have automatic defrost.

Refrigerator coils are kept below the freezing point (32° F). During compressor downtime, the evaporator fan continues to circulate air through the evaporator coil. This air circulation raises the coil temperature above the freezing point, melting any accumulated. WARNING! Excessive door openings should be avoided in order to maintain cabinet temperature and to eliminate the possibility of coil freeze-up.

How do I change my door gasket?

The door gasket is removed by grasping it in one corner and pulling outward and down. Be careful not to pull too hard because the plastic molding the gasket is attached to can break. To install the new gasket, start in one corner, pushing the extrusion into the slotted grove and work your way down to the bottom, then across the bottom and then upward to the last corner. Do not over stretch or use extreme pulling force when installing the new door gasket as it may over stretch.

How do I clean and protect my cabinet?

Use mild soap and water as recommended in your ColdTech Owner's Manual.

Shipping

How are the shipping charges calculated?

Shipping charges are based on: the number of pkgs, weight of pkgs, package volume and destination point.

You have free shipping for a limited time only? What are the exclusions?

ColdTech offers free freight as indicated. This offer pertains to 48 continental States and Canada, and includes silver delivery. This offer excludes Hawaii, Alaska and Newfoundland. Please call us for a shipping quote.

Expedited shipping, Diamond Delivery and shipping to Alaska, Hawaii, Newfoundland and international destinations will incur additional charges.

Do you ship internationally?

International shipping is excluded from any discounts or free shipping offers. Can I ship my order out of the Continental US or Canada? We can ship outside of the United States or Canada. If you have a freight forwarder, we can work with you on shipping your desired products to them. Please note that we are able to supply a freight forwarder if required. Please call our Inside Sales Team (1-855-241-3251) to set up freight forwarder orders/deliveries. Please note that the warranty is only for North America and the plug and energy ratings may be different in different countries.

Silver Delivery/Standard Delivery:

Silver delivery includes the following services and is our standard method of delivery. You don't have to pay extra for liftgate or curbside delivery - it's always included.

  • Curbside delivery
  • The liftgate charge is inclusive
  • Your order will be unloaded from the truck and delivered inside your building entrance or offloaded onto your receiving dock. (A liftgate will lower the goods from the truck to the ground if required.)
  • Our freight carrier will call you in advance to book a 4 hour delivery window

If you'd like light assembly, delivery to the room of your choice and packaging removed please see Diamond Delivery/White Glove Delivery, which has a nominal fee.

Diamond Delivery/White Glove Delivery:

Diamond delivery includes ALL of the above Silver Delivery/Standard Delivery options PLUS:

  • A two person delivery team
  • Your order will be delivered inside your building, to the room of your choice. All openings must be measured prior to delivery. (Doorways/stairways/counter heights, etc)
  • Light assembly (i.e. attaching casters/legs)
  • Removing all packaging associated with delivering the unit(s)
  • Electrical Hook up
  • Initial system test

Silver delivery includes the following services and is our standard method of delivery. You don't have to pay extra for liftgate or curbside delivery - it's always included. Curbside delivery, liftgate, your order will be unloaded from the truck and delivered inside your building entrance or offloaded onto your receiving dock. (A liftgate will lower the goods from the truck to the ground if required.) Our freight carrier will call you in advance to book a 4 hour delivery window

Diamond Delivery charges are additional to the Silver Delivery/Standard Delivery charges.

Receiving Instructions

For deliveries, the customer is responsible to follow these certain instructions prior to signing the Bill of Lading from the delivery driver. ColdTech will not be responsible for orders that are not fully inspected per our instructions.

Please find other receiving suggestions below to assist in a smooth delivery:

  • Please plan to be present and available at the appointed time to receive your delivery. Fees may be incurred if you or a member of your company is not present to receive the delivery.
  • If you know ahead of time that you will require more than 30 minutes to complete receipt, please let our delivery agent know when they call to book the delivery.
  • Delivery up or down more than two standard flights of stairs will incur an additional charge. (A standard flight of stairs consists of twelve steps.)
  • Doorways, counter heights, hallways, stairways, product placement location and path to location must be measured ahead of time to be sure equipment will fit properly. To ensure you measure correctly we have a How to Measure tab on each individual product listed online.
  • Be sure to have the space cleared and ready for the equipment to be placed when the delivery arrives. The delivery personnel are NOT permitted to remove or haul away old equipment. However, you can go to www.earth911.org and see where you can recycle your old fridge.
  • In the event that your delivery requires more time and effort, additional charges and fees may apply. Call our Inside Sales Team at 1-855-241-3251 for more information.
  • Silver Delivery/Standard Delivery: Silver Delivery, also known as curbside delivery, involves the delivery driver pulling the truck to the curb of your business. The driver will remove the item from the truck onto your loading dock or just inside your business via liftgate. You will receive a call to confirm the delivery ahead of time.
  • Diamond Delivery/White Glove Delivery: If you have chosen and paid for Diamond Delivery, then you are allotted two delivery personnel for your delivery. Before the scheduled delivery, an agent will contact you directly to discuss any particulars, ensuring all your needs is met before arriving on the premises. Your merchandise will be unloaded from the truck, brought inside to the room of your choice and uncrated/unboxed. Light assembly (i.e. attaching casters) and removal of packaging is also included. If you require more time or labor, or have specific needs in regards to your delivery, additional fees may apply.

Check and inspect before you accept!

  • Shortages: The first step should be to inspect all packages to ensure you have received the exact quantity of items that you ordered. If there are any shortages, you are responsible to note any shortages on the Bill of Lading while the delivery driver is physically present.
  • You are responsible to inspect all of the packages and the equipment/products inside of the packaging at the time of delivery. If you decide to wait to inspect the packaging or unpack any of the items in the shipment after the driver has left, you will be responsible for any damages that are either in plain sight on the outside of the packaging, or if there are concealed damages that are not obvious until you unpack the items.
  • If you find any significant damage, please call our Inside Sales Team at 1-855-241-3251

Are there any additional shipping charges?

Charges may apply for additional services, and fees will be incurred for missed appointments or refusals. Below is a list of our add-on services:

  • Additional Time: Additional time will incur a fee of $24.00 for every 15 minute increment.
  • Additional Labor: Additional labor will incur a fee of $36.00 per hour per man, subject to a $60.00 minimum charge.
  • Assembly: Light assembly is inclusive if it can be completed within the given 30 minutes. If not, there is an additional $24.00 charged for every 15 minute increment past the initial 30 minutes. Light assembly may involve leveling equipment or installing casters.
  • Stair Carry: Carrying an item up the stairs is inclusive when no more than two flights of 12 stairs each are involved. There is a fee of $10.00 per flight after first two flights of stairs.
  • Long Carry: Should the merchandise need to be carried down a long hallway or for a long distance, a fee of $30.00 per additional 15 minutes, after the 1st 30 minutes.
  • Wait Time: A fee of $24.00 per 15 minute increment will be incurred if the delivery driver needs to wait on the customer.
  • Attempt: If the customer is not present at time of delivery, the fee is $75.00.
  • Reimbursable Expenses: Reimbursable expenses will be charged at cost (ferries, bridges, tolls where applicable).
  • Storage: There is a fee of $15.00 per month.

Damage Policy

  • If any of your order is damaged, note the damage on the bill of lading while the driver is there. Please be as specific as possible when noting damage. This is crucial in distinguishing if the damage is on the outside of the packaging or if it is on the actual unit that you have unpacked in front of the driver. Always take photos of any damage that has occurred to be prepared for an inspection from the freight carrier.
  • You must contact our Inside Sales Team at 1-855-241-3251 immediately, while the carrier is present to report any form of damages. They will instruct you on how to proceed with reporting the damages. If there is a possibility of minor repairs or "cosmetic" damages, Inside Sales may be able to assist with ordering replacement parts or panels if applicable. Please have your order information (Customer ID/order number/reference #/PO#) available so that we can assist you as quickly as possible.
  • Concealed Damage: If there is damage to the item and not the outside packaging, this is considered concealed damage. If the driver has already left your delivery location, the freight carrier has no evidence that the item was harmed while in their possession. If any damage is discovered, you must keep the original outer packaging as well as inner packaging. Then, request inspection immediately from the carrier. This must be reported immediately.
  • If you sign your name on the freight bill without noting any damages, then you are stating that you have received your order/shipment free and clear of damages. Once this has occurred, there is no possibility of filing a freight claim, and there will be no reimbursement of freight charges, order costs or any other charges incurred by you from ColdTech Commercial. Once you have signed the Bill of Lading that your shipment arrived in acceptable condition, the item(s) belong to you.

Refused Shipments & Unauthorized Returns

You will be responsible for full freight charges and applicable fees going both ways and a minimum 20% re-stocking fee for shipments that are refused for any reason other than the shipment was damaged in transit (not applicable to items damaged in storage) or if the shipping error was made by ColdTech Commercial.

Please contact Inside Sales Team at 1-855-241-3251 by the end of the next business day to report a refusal, so that we may promptly submit a replacement order for you.

Redelivery/Storage Fees

  • If the carrier attempts delivery and is unable to deliver for reasons that are within your control, redelivery fees may apply.
  • If the carrier attempts delivery with no acknowledgement from the recipient, the goods will be returned to the manufacturer. Return shipping charges will be your responsibility and will need to be paid in full before redelivery is attempted.
  • In the event you have the carrier stores your order for any amount of time other than the standard transit time, then the carrier reserves the right to bill you storage fees directly. If the carrier bills these fees to ColdTech Commercial, we reserve the right to bill those charges back to you. You will also be responsible for damages that may happen during storage.

Cancelled Orders

If you decide to cancel any part of your order AFTER it has been shipped, please note that you will be responsible for the full amount of roundtrip shipping and handling charges, plus any applicable restocking and repair fees.

  • Custom & Special Orders
  • If you have placed an order for a special order, it may be cancelled only before it enters the production period at the manufacturer. After the special order has entered the production period, you will be responsible for the shipping costs and order amount, and you will not be entitled to any refunds, credits or exchanges.

Technical Issues with Website

If you are find and technical issues with our website please let us know. Email webmaster@coldtechcommercial.com or call toll free 1-855-241-3251.

When I put in my postal code or zip code shipping doesn't calculate?

We have free shipping for a limited time - so it will show up as $0.00. Yay!

What is the tax exempt field and what do I have to do to be tax exempt?

If you have a tax exemption number please fill in the box in the shopping cart and it will not charge you tax. However, an inside sales person will contact you by phone or email to ask you for required documentation before processing the order. For more information on tax exemption statuses from the government please:

Find Rebates

http://www.coldtechcommercial.com/appliance-rebates-page.html

Why ColdTech

http://www.coldtechcommercial.com/warranty-page.html