New Hatco GRAHL-24D Glo-Ray 24" Aluminum Infrared Food Warmer 120/240V - TH1

At Falcon Restaurant Supply, we provide information about warranty coverage for new and used commercial equipment. The following outlines standard warranty terms, limitations, and procedures.

1. Warranty Coverage - New Equipment

New equipment is covered by the manufacturer’s factory warranty.

Terms vary by manufacturer and are provided at the time of purchase. Some manufacturers offer purchase of extended warranty. See product details or contact us for additional informaiton.

2. Warranty Coverage - Used Equipment

Unless otherwise noted, all used equipment comes with a 30-day limited warranty covering basic operational functionality. The warranty applies to defects in materials or workmanship that arise during this period.

• Parts: Replacement parts for covered defects will be provided at no additional cost.
• Labor: Labor coverage applies for service performed at one of our locations.

Geographic Coverage & Limitations: Customers outside of our 20-mile service radius are responsible for all labor costs; only replacement parts are covered under warranty.

3. Exclusions and Limitations

The warranty does not cover:

• Damage due to improper installation or misuse
• Normal wear and tear (gaskets, seals, filters, etc.)
• Consumable parts (light bulbs, fuses, etc.)
• Accidental or environmental damage (fire, flood, power surges, extreme temperatures)

4. How to Make a Warranty Claim

If issues arise within the warranty period:

1. Contact us promptly team via:

• Phone: 217-679-2987
• Email: contactus@falconrestaurantsupply.com.

2. Provide the following details:

• The serial number and model of the equipment
• A description of the issue
• Proof of purchase or order number

Our team will assess the situation and provide instructions for service, either at our location or, when applicable, at your site.

5. Additional Terms

• Extended Warranties: Available in select cases for an additional fee; inquire at purchase
• Non-Transferable: Warranties apply only to the original purchaser

6. Limitations of Liability

Except for the express warranty stated above, Falcon Restaurant Supply is not liable for any indirect, incidental, or consequential damages resulting from the use or inability to use any equipment purchased from us. This includes but is not limited to loss of revenue, business interruption, or equipment downtime.

7. Policy Updates

We may modify or update warranty terms at any time. Changes will be reflected on this page and apply to future purchases.

8. Related Policies

A warranty claim for a defect does not automatically qualify as a "return for refund" after the 30-day window. Please reference our Returns & Refund Policy for information about refunds.

Falcon Restaurant Supply, Inc. (“Falcon,” “we,” “our,” or “us”) accepts multiple secure payment methods to make purchasing new and used commercial kitchen equipment convenient and reliable.

Accepted Payment Methods

We currently accept the following forms of payment:

• Visa
• Mastercard
• American Express
• Discover
• Shop Pay
• Google Pay
• Apple Pay
  

All payments are processed securely through our encrypted checkout system.

Payment Processing

• Full payment is required at the time of purchase unless otherwise agreed to in writing.
• Orders will not be processed or shipped until payment has been successfully authorized and verified.
• In the event of a payment authorization failure, your order may be delayed or canceled.
  

Sales Tax

Applicable sales tax will be calculated at checkout based on your shipping address and in accordance with state and local tax laws.

If you are tax-exempt, please contact us prior to placing your order and provide the appropriate resale or exemption certificate.

Order Verification

For fraud prevention and security purposes, Falcon Restaurant Supply, Inc. reserves the right to:

• Request additional verification for certain transactions
• Cancel or refuse orders that appear fraudulent or unauthorized
• Hold shipments until payment confirmation is complete
  

Financing or Special Payment Arrangements

If financing options are available, they will be clearly presented at checkout or discussed directly with our sales team. Any special payment terms must be confirmed in writing prior to order fulfillment.

At Falcon Restaurant Supply, we provide information about shipping methods, costs, and responsibilities to help customers plan for equipment delivery. This page outlines standard shipping procedures for both small and large commercial equipment.

Shipping Rates

Shipping costs are calculated based on item size, weight, and delivery location. Many items qualify for flat-rate shipping determined by total shipment weight and freight requirements. New products often qualify for free shipping. Shipping charges are displayed at checkout whenever possible.

For oversized or freight items, shipping costs may be quoted separately after checkout. If applicable, our team will contact you with details before processing your order.

Expedited Shipping

Expedited shipping is available for select items at an additional cost. Availability and pricing vary by product and destination. Customers should contact us prior to ordering if faster delivery is needed.

Local Delivery

Local delivery is available for a fee on eligible items within our service area. Delivery pricing is based on distance, order size, and equipment requirements. Customers should contact us to confirm availability and schedule delivery.

Local Pickup

Free local pickup is available for in-stock items. Once your order is ready, you will receive instructions. A valid photo ID and order confirmation are required at pickup.

Order Processing & Transit Times

Orders are typically processed within 1–2 business days. Transit times vary by shipping method, carrier, and destination, and are estimates only. Expedited shipping options may provide faster delivery.

Handling Time: 1-2 business days (Mon-Fri)

Transit Time: 3-7 business days for freight (estimate based on average, transit time varies depending on customer location)

Order Cutoff: To ensure timely processing and shipping, all orders must be placed before 2:00 PM CST to be processed the same day. Orders received after 2:00 PM CST will be processed on the next business day. Orders placed on weekends or holidays will be processed on the next business day. Please note that shipping timelines are calculated from the date your order is processed, not the date it is placed.

Shipping Restrictions

Some items may have shipping limitations due to size, weight, or carrier requirements. Unless otherwise stated, Falcon Restaurant Supply ships only within the continental United States.

Heavy Equipment & Palletizing Fees

Orders requiring palletization for safe freight transport incur a standard $50 handling fee (or $80 for oversized pallets), which will be disclosed during the quoting process.

Delivery Responsibilities

Customers are responsible for ensuring delivery access for freight shipments, including liftgate needs or any special handling requirements. Additional fees resulting from delivery obstacles may be billed to the customer.

Equipment should be inspected upon arrival. Any damage occurring during transit should be reported to the carrier. Falcon Restaurant Supply is available to assist with documentation or questions, but the carrier handles claims for freight damage.

Questions?

If you have questions regarding shipping options, costs, or delivery requirements, please contact us before placing your order:

Call Us: +1 217-679-2987

Email Us: ContactUs@FalconRestaurantSupply.com

At Falcon Restaurant Supply, we aim to provide clear information so customers can make informed decisions about their purchases. The following outlines our return and refund procedures for new and used equipment.

Returns on New, Unopened Items

We accept returns on new, unopened items within 14 days of the purchase date. To be eligible:

• The item must be unused and in its original packaging
• The item must be in resellable condition

Returned items should be sent to our store or warehouse within 14 days of purchase. Original shipping charges are non-refundable.

Used Equipment Limitations – “As Is” vs. Warranty

All used equipment sold by Falcon Restaurant Supply, Inc. is sold on an “As Is” basis. While we strive to accurately describe all units, normal wear and cosmetic imperfections may exist.

To protect your purchase:

• Falcon offers a 30-day limited warranty on all used equipment covering basic operational functionality only.
• This warranty does not cover cosmetic issues or damage resulting from misuse, improper installation, or transit after delivery.

Important: Used equipment shipped via freight may be designated “Final Sale” and is not eligible for remorse-based returns (changing your mind).

Returns on Used Equipment

Used items that do qualify for return must be reported within 30 days of receipt.

• All returns must follow our instructions for freight pickup and must be in the same condition as received.
• Returns for reasons other than defective operation (customer remorse) may be limited or not accepted, depending on the item.
• Any item sold as “Final Sale” cannot be returned for remorse.
• A restocking fee may apply (typically 20%, varying by condition)
• The item must be returned in the same condition it was received, including all parts, accessories, and packaging
• Returns on used equipment are evaluated case-by-case

Approved returns of used equipment are issued as store credit, valid for 12 months from the issue date. Store credit is non-transferable and cannot be redeemed for cash.

Refund Processing Time

Once a return is approved and the returned item has been received and inspected at our facility, refunds will be processed within 7 business days.

• New, unopened items: Refunds are issued to the original payment method used at checkout.
• Used equipment: Approved returns are issued as store credit, valid for 12 months from the date of issue. Store credit is non-transferable and cannot be redeemed for cash.

Customers will be notified by email once their refund or store credit has been processed.

Non-Returnable and Non-Refundable Items

• Items marked “As Is” are final sale and not eligible for returns or refunds
• Items that have been opened, used, or altered in any way cannot be returned
• Customers are encouraged to carefully inspect items before purchase
  

Damaged or Defective Items

If an item arrives damaged or defective, please contact us promptly at contactus@falconrestaurantsupply.com and provide photos. We will review the situation and work with you to determine a resolution.

Customers should inspect shipments upon arrival. Damage that occurs during transit or unloading should be reported to the carrier for claims; we are available to assist with documentation and guidance.

Return Shipping and Fees

Shipping costs for returns, when approved, are the responsibility of the customer.

• Original shipping charges are non-refundable.
• Handling fees (such as palletizing fees) are non-refundable.
• A standard restocking fee (20%) may apply.

Changes to Our Return Policy

We may update or modify this return and refund policy at any time. Any changes will be posted on this page and take effect immediately.

Questions or Assistance

If you have any questions about returns or refunds, please contact us. We are happy to provide guidance so customers understand their options before making a purchase.