Support & Resources
Customer Frequently Asked Questions
How safe is it to order a walk-in on-line?
U.S. Cooler’s® dealer site is independently certified and encrypted by a third party to provide secure communications between you and our dealers. It is the most secure way to place orders on the Internet.
How do you package your walk-ins?
Most walk in manufacturers would say that their major customer service issue is shipping damage. Walk-ins by nature are somewhat fragile when pitted against a raging forklift or crazy two-wheel cart. U.S. Cooler® has engineered a shipping system that all but eliminates the normal damage seen by our competitors. A pallet is provided as a shipping base for each walk-in. Packaging foam is installed between each panel to prevent damage during shipment. For Brew Caves® being shipped long distances, plywood is installed around the outer sides of the pallet. Then everything is wrapped in plastic and marked fragile for shipping. Also we try to eliminate transfers from trucking company to trucking company to reduce transfer problems. Overall, U.S. Cooler® does all it can to see that the product arrives at your location in the quality shape that it left our plant.
How long will it take to get here after it ships?
Delivery is always dependent on the location that is receiving the shipment and where the shipper is located. U.S. Cooler® is located in the center of the country so the entire United States is accessible in a very reasonable ship time. Most of our orders are next day shipments meaning that if your walk in ships today you will receive it tomorrow. Other areas take a little longer but are always within ten days of shipment. U.S. Cooler® consistently negotiates with carriers to receive the best rates, quality control and quickest delivery possible.
How do I trace my order?
Dealers can call your U.S. Cooler® representative to get your tracking number or you may input your job number at the right and get your tracking number and a link to check its location.
How do I unload my box when it gets here?
To reduce damage most U.S. Cooler® walk ins are shipped skidded on a skid. Once it is at your site it will need to be unloaded with a forklift or the unit will have to be unloaded off the skid piece by piece from inside the truck. This is a three to four man job not counting the trucker. Time is a consideration as some trucking companies’ charge extra for extra long unloading times.
How hard is it to install the Brew Cave®?
All U.S. Cooler® Brew Caves® are test assembled in our plant before shipment to assure that all the panels and parts fit nicely together and meet our stringent quality standards. We provide a layout drawing with each panel labeled and an installation manual with pictures to assist in easy assembly. The Brew Cave® will go together better than any other walk-in on the market. Most installation problems, if any, have to do with site preparation. Taking your time and following instructions any person should be able to install a U.S. Cooler® Brew Cave®.
Who services your walk-ins and refrigeration systems?
U.S. Cooler® has a nation-wide service network to service their walk-ins and refrigeration systems. Call your in-house sales representative for the service dealer near you.
What kinds of warranties are available?
U.S. Cooler’s® standard Limited Warranty is 10 years on panels and one year on parts. No labor is included. The Limited Warranty is provided to the first owner of the unit as standard because to be competitive in the industry, most walk-in companies’ offer this type of warranty. However, we believe that many of our customers want to have a more inclusive warranty and therefore we offer the following optional limited warranties on refrigeration systems.
- Extended 2 through 5-year compressor warranty with no labor included.
- 1st day through 1st year parts and labor warranty.
- 1st day through 5th year parts and labor warranty.
Do you offer extended compressor warranty?
Yes. U.S. Cooler® offers the following refrigeration system warranties.
- Standard at no extra charge is one-year parts only warranty on all parts.
- One year from day one through day 365 extended labor warranty.
- 2nd year through 5th year extended parts warranty with 1st day through 5th year labor warranty. No compressor.
- 2nd year through 5th year extended parts warranty with 1st day through 5th year labor warranty, including the compressor.
- 2nd year through 5th year compressor only warranty with 1st day through 1st year labor warranty.
Note: Item 2 through 5 are offered at an additional charge.
At the present time no labor warranty is provided on the walk-in panels other than our standard return-fix or replace standard 10 year limited panel warranty.
Do you sell direct to end-users?
No, U.S. Cooler® believes that it is important to have a relationship with a U.S. Cooler® distributor in your area.