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Updating You On Our COVID-19 Response Plan


First and foremost, we are open and here to help you.

As an Essential Business Enterprise, we are fully operational to support our customers, service providers and partners through the duration of this crisis. We are in this together.

To help foodservice and restaurant industry professionals navigate through information on monitoring, preventing and responding to a potential spread of the disease, we’ve compiled a list of reliable COVID-19 resources that restaurant owners and commercial kitchen operators can find online. See the COVID-19 Resources button or click here. We will continue to update as more information becomes available.




The health and well-being of our team, customers, manufacturers and the community is our highest priority. We continue to monitor the current global health situation with COVID-19 and as a result have implemented a number of contingency plans to ensure that we keep our team members safe, while supporting our customers and manufacturer partners with excellence. This incredibly important effort is being led by a task force that is now fully dedicated to COVID-19 contingency planning. Below is a brief update on a few key areas as they relate to your most frequently asked questions:

Will you have enough inventory in stock?
We always maintain a very high level of inventory across our Fort Wayne (IN), Addison (IL), and Toronto (ON) distribution centres to maximize in-stock availability. While our “regular” inventory levels are sufficient to support the near-term needs of the business, we have taken proactive steps to invest in significant additional inventory to protect against potential supply chain variability. We are also working closely with our manufacturer partners to identify any supply chain challenges that may arise. We stand prepared to make additional investments as needed to support our partners and expect to be able to support all customer needs at this time.

Have your hours of operation changed?
We are still open for business and shipping parts daily. Both and are accessible 24/7 for customers and partners to research, verify and buy genuine OEM parts, access service manuals and read content critical to helping address foodservice equipment issues. You can also email us at [email protected] or [email protected] or live chat with us.

Our pickup Counters
To protect our customers and to protect our team we have made the decision to close our pick-up counters at all branches across the country effective the morning of Wednesday, March 18. We will continue supporting our customers over the phone at 1.800.239.5152, but we strongly encourage you to order your parts online at and Our websites are available 24/7 to deliver the parts you need in 1 to 2 business days.

How are you maintaining customer service and operational support?
We have implemented remote work capabilities across all non-distribution centre team members to ensure we are keeping everyone safe and available to address any business needs that customers and partners require. Our customer service teams are answering calls, emails, texts and chats with the same dedication and commitment to delivering the Right Part. Right Time. Every Time.®

We’ve also taken several significant steps to protect our distribution centres and distribution centre team members. We understand that the current risks remain low in the areas where our primary customer experience centres and distribution centres are located, but we want to make sure we deliver an uninterrupted experience for our customers and manufacturer partners as the situation continues to evolve.

We also encourage customers to visit or for basic parts research, purchasing and order status. Over half of our orders are currently entered digitally and our websites are available 24/7. You can also reach us at [email protected] or [email protected] or live chat with us.

How are you ensuring the well-being of your team?
We have restricted team members’ business travel and have implemented a process to monitor personal travel. We also want to protect the health and safety of our customers and manufacturer partners as we work through the current situation. As a result, we are encouraging our team members to set up conference calls or video conferences instead of in-person meetings. We are also limiting our near-term attendance at conferences and events, most of which have already been cancelled.

Is it safe to receive / open a package from an infected area?
The World Health Organization (WHO) and U.S. Centres for Disease Control and Prevention (CDC) have stated that the likelihood of novel Coronavirus contaminating cardboard or other shipping containers is low

Source: How UPS is responding to the Coronavirus

Are deliveries still being made if restrictions are in place?
UPS is designated among the government’s critical infrastructure and, therefore, continues to operate. Because of the impact of COVID-19, the UPS Service Guarantee, both in the U.S. and internationally, is suspended at every level until further notice to ensure the safety and health of customers, suppliers and employees. So, your order will arrive as soon as possible, but UPS cannot guarantee a delivery date at this time, no matter the ship method.

Also, packages which require a signature upon delivery will temporarily not require one to promote health and social distancing. For more information, please refer to:

Safety is one of our core values and has always been our highest priority. We will continue to monitor this situation, which is evolving very quickly, as we all know. We are in contact with local health authorities and continue to review information from the Centres for Disease Control & Prevention (the CDC) on a regular basis.

We will keep you informed of any new information. If you have any questions, please reach out to your Parts Town or Heritage Canada team member.

We will all get through this challenging and uncertain time together.

Thank you for your partnership.