Thanks for shopping at BigTray!

For questions or to place an order, please contact us:
By phone: 800-BIG-TRAY (800-244-8729) By e-mail: help@bigtray.com

August 2, 2015

frequently asked questions

1. Will BigTray offer package pricing for my new opening or remodel?

    Absolutely, just give us a call and we will be happy to review your plans and finalize your equipment list.


2. Can I buy smaller quantities than are shown on your site?

    BigTray sells primarily to the commercial foodservice industry, and we buy and sell at the case pack size to reduce costs. As such, we are not able to sell in quantities that are less than shown on our site.


3. I am not a restaurant. Can I still buy from you?

    Although our site is designed for the foodservice industry, we welcome your business. However, please note that our products are designed for commercial use and may not meet your expectations.

    More details: http://www.bigtray.com/homeuse.php


4. Will you engrave or imprint?

    Printing and engraving are best done locally, where you can easily view the product and samples. As such, we do not offer these services.


5. Will I be charged freight on backorders?

    Freight costs will be invoiced on a pro-rated basis as your order ships. No additional freight will be applied to backordered lines over your total freight amount (i.e. your total freight amount will not change, although we do spread out freight charges across all shipments).


6. How do I set up an account with BigTray?

    You can setup your own account. When you're ready to place an order, simply begin the checkout process. Anyone can setup their own account - and there's no need to contact us first.


7. How can I get a catalog?

    BigTray customers get our product mailings, but if you haven't purchased from us and would like to receive our catalog, click here.


8. Does your free shipping policy cover heavy pieces of equipment?

    Yes, we'll ship for free as long as your merchandise totals more than $250 and shipment is made within the 48 contiguous states. There is an extra charge for liftgate service in the event that you do not have a loading dock.

    More details: http://www.bigtray.com/help_shipping.php


9. I need to pay off a PO, can I get credit approval?

    BigTray does not offer credit terms, however, there are some exceptions for government and large institutions. If you meet these requirements and would like to pay by purchase order, please send an e-mail to help@bigtray.com. One of our customer service representatives will contact you about applying for credit terms.

    More details: http://www.bigtray.com/help_options.php


10. When will I receive my order?
11. I ordered the wrong item. Can I exchange it for a different item?

    Yes, though we'll process the return and associated credit separately from any new shipments. If you'd like something different than what you've received, just place a new order for the correct item. We'll credit you for the returned item once received at our warehouse. Note that some returns may have an associated handling charge.

    Please read our returns policy for more information about returns and credits.


12. Will you ship to me COD?
13. Can I pay with a check in advance?
14. Do you offer equipment leasing?

    Yes, BigTray can help with a lease so you can get the equipment you need without having to pay all at once. To get more information, start here.


15. Where are you located?
16. Will I be charged sales tax?

    This depends upon the ship-to address for your order. Sales tax is collected only on orders sent within the state of California.


17. Can I get my order delivered inside and/or uncrated?
18. Where do you ship?

    BigTray ships directly to the 50 United States and District of Columbia. All shipments to Alaska and Hawaii, and some islands will require a shipping quote before processing. After placing your order, we will contact you to approve shipping costs before processing.

    Unfortunately, we are unable to deliver outside of the 50 United States/District of Columbia, or to PO and APO/FPO boxes.

    More details: http://www.bigtray.com/help_shipping.php


19. How do you ship?
20. How are warranty issues handled?

    All products sold by BigTray come with the standard manufacturer's warranty, unless expressly stated in the product description. In most cases, the details of the warranty are stated on the product page. If you have additional questions, please contact customer service.


21. Are your prices in US dollars?

    Yes. If you are purchasing from outside the United States, your credit card issuer will handle the monetary conversion on your credit card statement. Contact your card issuer for up-to-date conversion rates.


22. Do you sell parts or manuals?

    BigTray does not stock or sell parts or manuals. We suggest that you contact the manufacturer directly.


23. Do you wrap items for delivery as gifts?

    As our site is intended for the commercial foodservice industry, gift wrapping is not available.


24. Do you sell used equipment?

    Currently, BigTray sells only new merchandise.


25. Can you donate or sell at a reduced price to our non-profit organization?

    Because our pricing is extremely competitive, we are unable to offer donations or reduced pricing for educational or non-profit organizations.


26. Where is my order shipped from?

    Most items ship from our warehouses in San Francisco, CA. Sometimes we'll ship directly from the manufacturer, which means your shipment could originate from anywhere within the United States.


27. I can't find what I need on your site. Where else can I try?
28. My question isn't answered, how can I contact you?