Q: If I want an HBD without the sneeze guard what model should I order?

 A:  If you are using the HBD for ice cream or products that need to be held between -15F – +10F then you will want to get the HL model, If you are using it for products that require a temperature range from -5 F to +40 F then you will want to get the HB model. Keep in mind that if you still want the 3-gallon tub holders they are sold separately, 1 basket for each 2 hole. (For example: If you want an 8-facing unit, then you will want 4 baskets) Part number – BK00-00062

Q: How do I adjust the thermostat? Which way for colder and/or warmer?

A: To adjust the thermostat in either temperature, turn the dial clockwise to make the unit colder and counter clockwise to make the unit warmer.

Q: What setting should I have my unit on to reach the correct temp for my product?

A: Depending on the products required temperature, you will need to adjust the thermostat clockwise to get colder or counter clockwise to get warmer in small adjustments and allow the temp to satisfy. Please allow a couple of hours in between each adjustment for the temperature to satisfy, keep adjusting until desired temp is reached.

Q: Why is there no knob on my freezers thermostat?

A: None of our freezers have a knob, the thermostats are recessed into the side of the cabinet, this prevents anyone accidentally adjusting the temperature of the freezer. You will need a flathead screwdriver to make adjustments.

Q: What is the switch on my freezer for?

A: The switch on the freezer is the light switch not a power switch. To turn the freezer off, simply unplug the freezer.

Q: Do we have an ETA on a backordered item?

A:  Please contact your CSR for an ETA.  

Q: What are the payment options?

A: In order to establish payment we have a variety of options. If you are looking for a payment plan you can start by filling out a credit application to establish a line of credit. To pay by check allow a 7 business day hold before the order is cleared to be processed by our warehouse. We also accept credit card payments.

Q: I have received an invoice but I already paid for my shipment.

A: If you have already paid for your product(s), at the bottom portion on the right hand side of the invoice received where is states balance due it will read $0.00. In this case, the invoice will act as your receipt no further action is required.

Q:  Are you able to provide copy of invoice?

A: Yes, please provide invoice number via email to ar@excellenceindustries.com.

Q:  Would you happen to have the remaining invoice for a specific PO?  If so, can you please send me a copy? 

A:  This PO is a progress invoice; the remaining parts are pending or on backorder.  Our office will invoice the remaining balance(s) once the items have shipped.

Q: What is or how do I locate my tracking number?

A: Need answer to this question

Q:  What does it mean when the status of shipment shows in transit/booked?

A:  A status of “Booked” means that the BOL has been generated and the shipment is awaiting pick up.

A status of “In Transit” means that the shipment has been transferred to a carrier and is in route to the delivery location. Please keep in mind that it may take a day for the status to be updated from “Booked” to “In Transit.”

Q: The cost of the shipment is not provided on the website, how do I know shipping cost?  

A: For new orders please call our office to obtain a freight quote. For existing orders please allow time for your invoice to upload with shipping cost and be sent to you in order to review shipping cost.

Q: Can you give us a freight quote for a specific part to be ordered?

A: Certainly.  We just need you to provide us with your name, number, the part needed and the zip code it will be sent to and we will get back to you as we have to set it up in our system.  FedEx uses a matrix system, which includes, the weight, diameter of the box, and zip code.  Once we have all of this information we can either call you back or email you directly, just indicate your preferred method when you make initial contact.

Q: What is the standard warranty?

A: We offer 1-year parts and labor warranty and a 5-year compressor part only.  The warranty does not cover the cost of labor to repair the part only the cost of the part itself.