Frequently Asked Questions

Account Information

How do I register for an account?

To register for an account, click the Sign In button in the top right corner of our home page

What are the benefits of registering for an account?

As a registered account holder, you receive the following: Access to My Account so you may view and track current orders, view previous order, update billing information, change email addresses, add delivery addresses to your address book.

How can I change my user information?

You must first be logged into your registered account. Click on your name in the top right corner of the home page, taking you to My Account. Here you can change your personal information, email address, password, and address book.

I forgot my password. How can I reset it?

Login to your registered account, go to My Account and Change Password. If you are unable to login to your account, please contact Customer Relations. We are happy to reset your password for you.

My Business is tax-exempt, what should I do?

During the checkout process, once on the billing page you will be given the opportunity to upload your tax exemption certificate. It must be in a pdf or jpeg format.

Orders

How do I place an order on Eleven36.com?

To place an order, simply select your items, add them to your cart and proceed to checkout

Do you accept phone or fax orders?

No. All orders must be placed online through our secure server

I made a mistake on my order; how do I correct it?

To correct a mistake on a current order, you must immediately contact our Customer Relations Team. Please contact us at 1-888-635-6552, help@eleven36.com or via Live Chat.

Note: If you do not contact Customer Relations immediately it is unlikely that your order will be able to be corrected.

How can I cancel my order?

Once your order has been placed, we cannot guarantee that it can be canceled. You must contact Customer Relations as quickly as possible. We will contact the supplier on your behalf and do our best to accommodate your request.

How can I check the status of my order?

Login to your Eleven36 account, go to My Account and then My Orders. Select the order number in question.

If you still have questions, please contact us at 1-888-635-6552, or email help@eleven36.com or via Live Chat.

Can I add or change my order?

Once your order has been placed, we cannot guarantee that it can be changed or canceled. Please contact Customer Relations as quickly as possible at 1-888-635-6552, or email help@eleven36.com or via Live Chat. We will do our best to accommodate your request.

Will I receive updates about my order?

Yes, you will receive email notifications as your order moves through the production and shipment processes.

Can I receive text message updates about my order?

Not currently, but this is something we plan to implement in the future.

Do you offer installation services for equipment orders?

Yes, installation services are offered for select equipment. Ask our Customer Relations Team for details.

How can I get an invoice copy for my order?

Our Customer Relations Team is happy to assist. Please contact us at 1-888-635-6552, or email help@eleven36.com or via Live Chat.

When will my order arrive?

Typically, all orders ship within 1-5 business days or sooner. You will receive an email notification once your order ships listing the freight carrier and tracking number. If at any time you have questions about your order, please contact Customer Relations at 1-888-635-6552, help@eleven36.com or via Live Chat.

Shipping

Can I use my own freight carrier, i.e. UPS or FedEx?

Not currently. This is subject to change in the future.

Can I request a specific delivery date?

Yes, there is a place to list special delivery notes on the checkout page. The Supplier will do their best to accommodate your request.

Can my order be shipped to multiple addresses?

No, you will need to create a new order for each address.

Can my order be shipped to an international location?

Yes, if you ship to a freight forwarder of your choosing that is located within the continental U.S.

Can my order be shipped to a PO, APO or FPO box?

No, not currently.

Can I pick-up my order?

Please contact Customer Relations at 1-888-635-6552, help@eleven36.com or via Live Chat. To inquire if your order is eligible for pick-up.

Order Challenges

Something is wrong with my order, what should I do?

Please inspect your order immediately upon receipt. If there is damage to the outside of the box, please take pictures and notate all damage on the bill of lading presented to you by the freight carrier.

If your order is for a piece of equipment, please follow the above instructions and refuse delivery.

Contact Customer Relations immediately upon refusal at 1-888-635-6552, help@eleven36.com or via Live Chat.

Items are missing in my order. What do I do?

Login into your Eleven36 account, go to my orders and initiate an incident.

You may also contact Customer Relations at 1-888-635-6552, help@eleven36.com or via Live Chat.

I never received my order. What do I do?

Login into your Eleven36 account, go to my orders and initiate an incident.

You may also contact Customer Relations at 1-888-635-6552, help@eleven36.com or via Live Chat.

Payment

What payment methods are accepted?

You can pay via credit or debit card or through your PayPal account.

What credit cards are accepted?

Eleven36 accepts all major credit cards. Visa, MasterCard, American Express and Discover

Do you only sell to businesses?

No. Anyone may purchase on Eleven36.com

*Note - If you are purchasing a commercial grade piece of equipment, please keep in mind most of our equipment is designed for use in a commercial environment with very different requirements for delivery access, power, gas, cooling, floor-loading, ventilation and other variables.

Be sure to check these requirements on the product information page or contact Customer Relations at 1-888-635-6552, help@eleven36.com or via Live Chat before making a purchase for an item that cannot be delivered or installed in a residential setting.

Do you offer financing?

Yes, through Credit Key.

Do you lease equipment?

Yes, we offer an ice machine leasing program. See Customer Relations for more details. You can also finance your equipment through Credit Key.

What will I need for the Credit Key process?

You will need the following:

1. Social Security Number
2. Bank Account details
3. Business Owner Name and Email Address
4. Annual Business Revenue

Products

Do you offer samples?

No, Eleven36.com does not send samples. However, some of our manufacturers will send samples to commercial customers. Please contact Customer Relations for further assistance at 1-888-635-6552, help@eleven36.com or via Live Chat.

Do you sell used equipment?

No, we do not sell used equipment. We do offer the following:

New-Overstock, Discontinued, Scratch & Dent and Showroom Demo products that have been significantly discounted.

How do I find parts?

Finding the correct parts can be extremely challenging. Contact Customer Relations, at 1-888-635-6552, help@eleven36.com or via Live Chat. We are always happy to help.

Do you sell parts for ProCore Products?

No, but we are happy to refer you to Hagar Restaurant Service in Oklahoma City. Phone # 405-235-2184

Do you sell parts for Desmon Products?

No, but we are happy to refer you to Jeff Bartley - Tech Srvs. jbartley@southbendnc.com. Jeff will be happy to assist you.

What if I can't find what I need on your website?

Have no fear, Eleven36 has you covered! Members of our team have been in this industry for 40+ years. We have the resources available to find what you need. Contact Customer Relations at 1-888-635-6552, help@eleven36.com or via Live Chat.

Do all products come with a warranty?

Yes, most products do come with a warranty. The warranty details can be found on product details page or on the spec sheet.

Returns

Do you charge a restocking fee?

Yes, a 25% restocking fee will be deducted from your return credit to cover the cost of processing the products back into stock.

Can I exchange an item?

Unfortunately, no items may not be exchanged at this time.

What is your return policy?

At Eleven36 we understand there are times when returns and refunds may be necessary.

All regularly stocked products, including equipment may be returned within 30 days of receipt of product, contingent on the following:

Exception: Products listed as Final Sale and/or Nonreturnable Item

• An RMA (return merchandise authorization) must first be provided for ALL returns.

To initiate a return, customers must contact a member of our Customer Relations Team. Please contact us at 1-888-635-6552 or help@eleven36.com or via Live Chat.

Provide the original order number and the reason for return.

• The product must be unused and in its original packaging.
• Returns are subject to a 25% restocking fee. (This fee is charged to cover the cost for receiving and re-shelving the returned products)
• Customers are responsible for the return shipping cost unless the return is due to a manufacturer defect or shipping error.
• Refunds will be processed within 14 days after the returned items have been received and inspected.
• A return credit will be issued to the original payment method upon receipt and inspection of items.
• If your payment was made using an alternative payment method, i.e., wire, check, ACH, or through a leasing agreement, the refund will be in the form of store credit.
• You may also receive a refund in the form of store credit if we are unable to process your refund back to the original payment method. (Example: If your credit or debit card has been closed)
• Shipping charges paid at the time of order placement will not be refunded.
• All refunds issued will be minus the agreed upon restocking fee and the aforementioned original shipping charges.
• Customers are responsible for any brokerage fees, duties, and taxes for international returns.

Missing or Damaged Items

Items missing or damaged in transit must be immediately reported to our Customer Relations Team. Contact us at 1-888-635-6552 or help@eleven36.com or via Live Chat.

For damaged items you will be asked to provide photos showing the damage.

Equipment Exception: If you receive a damaged piece of equipment, customers are asked to take photos of the damage, notate the damage on the bill of lading presented by the freight carrier, and refuse the shipment. Contact Customer Relations Immediately upon refusal.

It is imperative that customers take the necessary time to carefully inspect their ordered items.

Each shipment will include a packing label on the outside of the box. Please verify that you received all items listed on the packing label.

Final Sale & Nonreturnable Items:

• Used equipment and supplies.
• Special order items (These items are notated on our product pages)
• Closeout items
• Perishable and consumable items
• Products that contain flammable liquids
• Hazmat products
• Furniture

Privacy and Security

Is the information I give to Eleven36 secure?

Yes! The Eleven36 website is PCI compliant and runs on industry standard platforms from global SaaS providers serving thousands of leading eCommerce customers. Please see our privacy policy located here