Frequently Asked Questions

How should I interact with shipping companies?

At some point in your career, you will interact with LTL (less than truckload) shipping companies for equipment and possibly supplies. Here are some general rules we've learned to live by:

  • Record and photograph everything, especially when dismounting equipment. The insurance process is not the easiest with shipping companies.
  • No, delivery men will not take equipment into your store, and the best case scenario is them leaving it at your doorstep. You’ll have to provide the muscles and tools to bring in your equipment, so make sure to plan ahead.
  • If you’re lucky, you may receive a heads up about the delivery. We recommend tracking your shipment with the Pro number (tracking number), and as you see it get close to your city, look up the shipping company’s local terminal to ask for dispatch. Let them know you would like a call on delivery day.
  • DO NOT immediately sign the Bill of Lading. If you see any damage on the packaging, have the driver wait to un-crate the equipment and determine whether the actual equipment is damaged. If it is affected, call the person who sold you the equipment right away. For cosmetic damages, we suggest writing on the BOL: “Accepted with damage here and here.” Have the driver sign it and report the damage to dispatch as well. As a rule of thumb, remember to document everything you can and write on the back of the BOL if necessary.
  • Be wary of internal damage. You may only have a day or two to report damages for an insurance claim, so we recommend plugging in the machine as soon as possible to test its functionalities.
  • Here's a helpful tip: If the machinery shows up on its side or looks crushed, it's probably best to reject it.
  • Remember that refrigeration equipment is fragile, and the quickest way to have a refrigerant leak is to cause bangs and thuds when taking it off the pallet. Carefully unload your equipment to protect your investment.

Can I just put in whatever power I need for my piece of equipment?

We've been told several times, " I'll just have an electrician put in whatever power I need for this machine." This is not recommended, as it can be a costly mistake. Many pieces of equipment require three-phase 220v power, and if you don’t already have three-phase service, it may be impossible or too expensive to install.

Before starting up equipment, ensure you have three-phase 220v power, and a certified electrician (not just someone's cousin or uncle) confirms how many amps you have. Remember it's important to ask exactly how many volts are coming in since 220v is just a name for voltage that usually ranges between 208v and 230v.

We also advise all our customers to use a multimeter to save on repair costs and, of course, speak to your sales representative and check the spec sheet before powering the machine.

Which model size is the right fit for my business?

We believe business owners should buy the equipment they will grow into. Sometimes, taking a loan or financing ten or more quarts is the better business decision. However, running a business on a smaller model can be difficult. Yes, many folks do it, but starting small can sometimes cut you off at the knees and not set you up for success. 

Folks often tell us that they plan on starting with a 3- 6 quart or liter machine and then building up to the large piece. This approach has worked all over the industry, and many people have done it. Still, it may not be the best approach, as you risk ending up working at your business instead of running your business. Remember that every hour you spend in production is time you could spend elsewhere. 

If you are leaping into the business, you may want to consider buying the machinery you will grow into. It allows you to scale up quickly, lower your labor costs, and, most importantly, give you time to focus on all the other aspects of your business that only you can do.

Water-cooled versus air-cooled is always better, but water is becoming more precious. What can I do?

The process of freezing ice cream mix in both machines such as batch freezers and soft serve involves the transfer of heat away from the mixture. The heat is subsequently removed from the machine through either an air or water-based system. It is worthwhile to note the distinction between air-cooled and water-cooled ice cream machines, which you can learn about in this video.

Water-cooled machinery has several advantages over traditional power sources. These systems operate with reduced noise levels, consume less electricity, and can be more environmentally friendly due to the water reuse and gray water practices prevalent in our society. However, certain municipalities may frown upon the excessive drainage of water and individuals may want to reduce waste. While the initial cost may be an added expense, investing in water circulation systems, such as a water tower, glycol chiller, or condenser, can actually give you a pretty good return on investment in a pretty short amount of time. Although it may not be a priority in the first or second year, introducing a reclamation system in year three or beyond is a nice goal.

I'm a new frozen dessert entrepreneur. What should I expect?

Frozen dessert equipment can be complex. You should not expect to hit the ground running without properly installing your equipment, reading your manuals, going over training videos, and setting up a virtual training session with your sales rep well in advance. Proper training of your employees on the use, maintenance, care, and troubleshooting of your equipment is vital. Not doing so could end up costing you more in the long run.

How do I register for warranty?

Use the form at the bottom of our warranty registration page to register your equipment. Please read all of our terms and conditions before submitting.

We're happy to answer more questions.