INFORMATION QUESTIONS

FREQUENTLY ASKED QUESTIONS

Delivery
Thanks to our network, we can ship worldwide in the shortest possible time.
 
A dedicated international logistics service is at your disposal.
 
The equipment travels under the responsibility of the buyer and at the recipient’s own risk.
 
You must check, in the presence of the carrier, the number of packages compared to the delivery note, the condition of the equipment, and the contents of the packages (regardless of the condition of the outer packaging).
In case of non-conformity (missing or damaged package), you must clearly note the number of missing packages, and detail any visible damages on the delivery note on the same day. Refuse any package you deem unusable.
Confirm the dispute by registered mail to the carrier with a copy to THERMO-COOK within 48 hours.
Any goods unpacked after the carrier’s departure will be considered compliant and no claims will be accepted.
 
Otherwise, THERMO-COOK cannot be held responsible for any damage and under no circumstances may payment for the goods be withheld for these reasons.
 
PLEASE NOTE:
•On the day of delivery, especially for heavy and bulky items, make sure you have help to carry the equipment. Delivery personnel are not movers: generally, they will deliver to your door, and it will be your responsibility to bring the equipment inside.
•For pickup from the depot (to avoid delivery fees), note that it must be done at our main warehouse. Please indicate this on the invoice.
 
Our delivery times are indicative and non-contractual, especially for shipments outside mainland France. Delivery times may change beyond our control (e.g. customs delays).
 
Let me know if you want a more formal/legal tone or if this will be used on your website.
Installation

Thermo-Cook Technical Service:

If you are a Thermo-Cook customer and are experiencing a technical issue with equipment we have sold you, please send an email to info@thermo-cook.com including your customer code, order number, the equipment concerned, and a detailed description of the issue (including photos if possible).
We provide support for all types of catering equipment (hot, cold, or ventilation), whether under warranty or not.

You can also reach our after-sales service at the following number: +852 9655 8464 — option 3, or via WhatsApp at +852 9655 8464.

To ensure a prompt response, please follow these instructions carefully.

The person in charge of our technical service will contact you as soon as possible to arrange the necessary intervention.

Our Values

Over 12 Years of Experience
Backed by over a decade of experience within major transport and logistics groups, we have witnessed the profound evolution of the industry and chosen to redefine its standards.

Putting People First
In a world where automation continues to rise, Thermo-Cook puts people back at the heart of the service.
Our company was created to provide an independent, human-focused alternative where relationships and responsiveness matter.

Committed to Eco-Friendly Solutions
Thermo-Cook is future-oriented and environmentally conscious.
We prioritize sustainable transport options that align with today’s ecological challenges, offering cleaner, smarter logistics solutions.

A Comprehensive, Tailored Offering
Our services are designed to meet the real-world needs of our clients.
Driven by a passionate and empowered team, we ensure year-round availability, six days a week, to deliver exceptional service at every step.

Streamlined Contact, Fast Response
We’ve simplified the way you connect with us — ensuring fast, efficient support and real-time updates for every request.

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Our Commitments

Building Strong, Personalized Relationships
We believe in close partnerships. That’s why we focus on proactive communication and personalized solutions.
We are especially attentive to challenges such as weather delays, complex customs procedures, cultural differences, and international logistics.
Our experienced specialists understand the nuances of each region and transport method, and are here to guide you with tailored, reliable support.

Reliable Express Services for Urgent Needs
When time is critical, our express delivery solutions guarantee global pick-up and delivery within the shortest timeframes.
With full safety compliance and real-time tracking, we make sure your goods arrive quickly and securely.
Our expert team is here to support you throughout, providing dedicated assistance and peace of mind for even your most urgent needs.

INFORMATION ABOUT US

CONTACT US FOR ANY QUESTIONS