FAQ

Managing Your Account

Q: What are the benefits of creating a registered account?

The My Account section of Gastro Schnell Supply can be used for a variety of things such as:

Changing your user information

Checking a current order's status

Viewing past orders

Rapid Re-Order products by adding a previous order to your account

Update your billing and shipping information.

Q: How do I register for an account?

1. Click the Sign In button located in the top right side of our homepage.

2. Click the NO ACCOUNT? CREATE ONE HERE button on the bottom side of the page.

3. Fill out each line thoroughly and submit your registration.

4. An email verification will be sent to your inbox, be sure to fill it out.

Q: How do I Access My Account?

To access the Sign In section, while either shopping or viewing the main page, click on Sign In at the top of the screen. In order to use the My Account feature you must be a registered user. 

Q: How do I change my user information?

1. Click the My Account

2. Log into your registered account.

3. Once you are logged in, a page will prompt you with your information to save any changes necessary.

Q: I forget my password. How can I retrieve it?

You can visit the Password Reset page to have an email sent to you to reset your password.  Once the Email is received, click the link, and update your account with a new password.

Q: How do I contact a Customer Service Specialist For More Help? 

Our Customer Service Specialists are available from 9:00 a.m. to 6:00 p.m Monday through Friday.

We can be reached by e-mail info@gastroschnell.com

Also, you can reach us by Live Chat, or phone to answer any questions you may have!  

Q: What is your phone number? 

Check out our Contact Us Page for all of our forms of Contact. Our Toll Free Phone Number is +49 0800 673 84 08

Q: If my information safe?

We take precautions to protect your information. When you submit sensitive information via the website, your information is protected both online and offline. When collected sensitive information (such as credit card data) occurs, that information is encrypted and transmitted to a secure payment gateway.

View our Privacy Policy here for more details

Q: What does Gastro Schnell Supply do to ensure my security while shopping online?

We use HTTPS methods which are encrypted in-transit to safeguard your personal information. The site and our datacenter maintain Payment Card Industry (PCI) compliance and we do not store your credit card information.

Q: Why do I need to have Cookies enabled to shop on your site?

We require that you allow cookies to have a more fluid and effective shopping experience. A cookie is a file that is placed on your hard drive by the web browser. Cookies do not divulge any personal information about you; they are solely used as an identifier. On our site, cookies allow us to keep track of things like what is in your shopping cart and when you are logged in. In order to shop on our site, you must have cookies enabled. 

Shopping With Us

Q: Do you have a store location I can visit?

We are currently an online company only. We do not have any store locations.

Q: Do you sell to individuals or only to businesses?

We sell to both Individuals and Businesses, however our products are tailored to businesses and warranties on commercial equipment may be voided if purchased for residential use.

Q: Do you sell used equipment? 

No, We do not sell used equipment.

Q: Is there a minimum order requirement to purchase from your site?

There is no minimum order requirement to purchase from our site. However, certain manufacturers do have small order or break case fees. This will be listed in the product description and will be added to your order when processed internally.

Q: Are there any coupons or additional discounts available?

 We occasionally offer sales and coupon codes on specific Via Gastro Schnell Email Promotions or Trade Shows.

Q: Where do I sign up to receive Email Promotions? 

Our Gastro Schnell Members receive email specials, promotions, coupons and buyers guides. Click here to sign up and enjoy the tips and savings!

Q: I need a price on an item and it's not listed on the site. How do I get the price?  

Due to Minimum Advertised Pricing (MAP) from some of our manufacturers, we are not able to display our lowest pricing on our site for select items. In order to obtain pricing for this item, contact one of our Customer Service Sepecialists via Live Chat or you can call us at (800) 931-0116. You may also see email, text, or add to cart for price features on the product page.

Q: What does “ADD TO CART” pricing mean?

When you see “Add to Cart” pricing on our site that means we're able to offer you even further savings on a lot of your favorite brands. Visit our “Vendor Savings” pricing page to see all of our partnering brands.

Q: What is your LOW PRICE GUARANTEE?

At gastroschnell.com, we are committed to providing our customers with a superior shopping experience which is why we offer a price match guarantee on most of our commercial equipment. This price match guarantee ensures you are getting the best possible price. If you come across another site offering an identical product at a lower price, just let us know and we will do our best to match or beat that price. An item is considered identical when it has the same model number, features and warranty. In order to request a price match, we will need the URL showing the model number and final price

Q: What if I can't find the item I'm looking for on your website?  

Shoot us an email or fill out the Parts Request page to request the item. Hopefully we can accommodate!

Q: How do I get to my cart?

To enter your cart page, click on the "My Cart" button located at the top, right-hand corner of our website. You will also have the opportunity to access your cart each time an item is added to it via the item's page. 

Q: How do I add items to my shopping cart?

After locating the items you're interested in on our site, add the item to your shopping cart by clicking the “Add to Cart” button.

Q: How do I update quantities and/or delete items from my cart? 

To update the quantity of an item already in your cart, use the arrows to the right of the product title to increase or decrease the quantity on the product's line. Changing a product to 0 will delete the product from the cart automatically.

Q: What is a Rapid Re-order? 

 Auto Reorder saves you time as an operator by automatically adding all the products from a previous order to your shopping cart for your convenience.

Q: How Do I use Rapid Re-Order?

The Rapid Reorder feature allows registered users to view any orders they have purchased in the past, as well as add these items to their cart. This feature makes it easy to find and order the items that you need the most. In order to use the Rapid Reorder feature you must be a registered user. 

1. You must be logged in to view your personalized list of products. 

2. Click  Orders at the top of your screen.

3. Click “Rapid Re-Order” on which ever order you'd like to copy. The items will appear in a Box where you can check which items you've selected and adjust quantities.

4."Add to Cart" button at the bottom of the list. If you have more than 10 items on your Rapid Reorder list, click on the "Next" and "Last" links to view more.  

Q: I need a quote for the items I'm buying. Can you provide me with one? 

To build a quote list, you will need to click on the Large Projects Tab or box on the homepage. You can then Set up a list with the Build My Project feature. As you land on the page of the item you want a quote on, you click the “Add to Project” button beneath “add to cart.” Alternatively, If you have a large list of products to order you can click Send Us Your List feature on the Large Projects Tab to attach a file and send to us.

Q: Do you have a catalog that you could send to me?

Yes, you may view the electronic copy by clicking here.

Q: Do you offer samples? 

No, we do not offer product samples. We recommend purchasing the item in smaller pack sizes, when available, before committing to a larger order. Sometimes our manufacturers will send out samples of select products to commercial customers. Please contact Customer Service to see if a sample request can be sent to the manufacturer for the item(s) you're interested in.

Q: Is there a warranty available for the items I'm purchasing?  

If a warranty is available for an item, the details of the warranty can be found as a downloadable PDF labeled “Warranty” on the item's page. All warranty claims are handled directly through the manufacturer based on their policies in place. For items being used internationally, please confirm if the warranty is valid in your area.

Placing, Modifying and Tracking Orders

Q: How do I place an order? 

1. When you're ready to check out, click the “My Cart” button in the upper right hand corner of the page. A drop down will appear where you select checkout.

2. At this point you may select to log into your account, create a new account, or checkout as a guest where you will enter your shipping and billing information.

Make it a little easier the next time you visit us and create an account. That will also unlock any add to cart savings. 

3. Check the items in your cart and if you need to adjust the quantities, go ahead, it's okay to add more.

4. From the shopping cart you may also notice that we have multiple ‘alternative' ways to checkout, including: 

Checkout using a Credit Card. Domestic and International Cards are accepted

PayPal which will link you to access your PayPal user account and information

Pay with Check

Q: Can I add to or modify my order? 

 Once your order is placed, we cannot guarantee that it can be modified or cancelled. If you wish to modify your order, please contact us as soon as possible.

Q: Can I cancel my order?  

Once your order is placed, there is no guarantee that it can be canceled. If you wish to cancel your order, please contact us as soon as possible at info@gastroschnell.com

Q: Do you offer installation services for equipment purchases?  

No, we do not offer any installation services for equipment purchased through our site.

Q: How can I check the status of my order?  

If you are a registered user, you may log into your account and go to the Orders section to check the status of your order. Any consumer will receive tracking information as soon as the product is scanned and in transit.

Q: How can I get a receipt or copy of the invoice for my order? 

 You will be e-mailed a copy of your invoice once your order is placed and after the order ships from our warehouse. To obtain another copy, log into your account and go to My Orders. You will see an option to “View Order” which will allow you to “Download” or “Print Invoice” for each order you've placed. If you do not have an account with us, please email us at info@gastroschnell.com to retrieve a copy.

Q: How will I receive updates about my order?  

Our primary form of communication is email. All order updates will be sent to the email address used when the order was placed. For this reason, please be sure to provide a valid email address when placing your order.

Q: I need to have my order by a certain date. How can I be sure that it is in stock? 

If you have a time constraint on your order, please feel free to contact us before placing the order and we will check the product availability for you. You may also place a note in the special instructions and we will advise the cost prior to processing you order.

Payment

Q: Why is my order not processed at checkout?  

To ensure our customers' safety online, all orders go through security checks before we start processing them. Please keep this in mind while ordering, as there may be a slight delay before processing for a small percentage of orders. If additional information is needed to help ensure the order's validity, we will reach out via email.

Q: Can I apply for a lease before placing my order to see how much I am approved for?

Yes, click on the financing tab at the top of the page and fill out an application. In the notes, comment seeking maximum pre-approval.

Q: Can I pay for my order using PayPal?  

Yes, To pay by PayPal, log into your account by choosing this option on the Shopping Cart, and then select the major credit card registered with your account.

Q: Can I pay for my order with Apple Pay?

Not at this time.

Q: Can I pay with a pre-paid credit card? 

Yes. We are able to accept most prepaid credit cards as long as the card has been registered with a billing address. Only one (1) credit card may be used to process any order. However if you need to use more than (1) you may contact us with those details.

Q: Do you accept orders via phone or fax?

We currently accept purchase orders for government agencies such as military, law Enforcement, and correctional facilities, schools and universities, government offices and and Hospitals. We may also accept a terms agreement for established corporations, such as international hotel corporations and supermarkets. Any NGO business applying for terms must submit a credit application on case-by-case basis. All other orders must be placed online and paid for in full at the time of purchase.

Q: Do you lease any of your equipment? 

No, we do not directly lease equipment. However, we offer lease-to-buy financing as a method of payment. This is handled through a third party company.

Q: How do I place an order to pay by check/wire transfer or ACH?

If you want to pay for your order with a check, money order, ACH, or wire transfer, add all items you'd like to order to your Shopping Cart and proceed through the checkout process. On the Review Order screen, click the button that says “Pay With Check” Your order will be placed on hold, and you'll receive an email with an invoice and information on where to send the payment. Once payment has cleared, the order will be released to process for shipment. Personal checks are held for 5 business days while they clear. A holding period is not required if a certified check is provided. All other alternative payment orders will be released as soon as the payment is received, with a minimum of 1 business day delay to receive payment.

Q: How do I place an order to when financing? 

You must apply for financing first by either applying directly through the financing page, or clicking the button on each product page. Once you submit the application, your order will not be placed until the process is complete. Once approved, the financing company will complete the transaction on your behalf and your order process will begin.

Q: Is my credit card and personal information secure when I order from your site? 

We employ the best security available on the net for transmitting your personal information: SSL. SSL safeguards your information and guarantees your privacy while ordering through our site. You can see SSL is being employed by the lock icon at the bottom of your screen and the 'https' in the address bar, as opposed to the 'http' that is normally there.

Q: What currency are prices listed in?

 All pricing is listed in Euro (€) on the website

Q: What if I have questions about my leasing order, equipment, or lead time? 

 Please email our Customer Service Department at info@gastroschnell.com or Live Chat with us.

Q: What payment methods do you accept? 

 We accept all major credit cards including Master Card, Visa, American Express, and Discover, as well as accept checks, money orders, wire transfers, and ACH transfers.

Q: When will my card be charged for my order?  

Your card will be charged in full once the order if verified and requested from the manufacturer. When you place an order on our website, an authorization is placed on your bank account for the amount of your order. An authorization is a communication from your bank to our payment system letting us know your card is valid and the required funds are available. These authorizations may show as “pending” on your bank statement until the funds are captured.