Alto-Shaam HSM-36/5S/T 36"W Heated Self-Service Floor Merchandiser

Shipping

Alto-Shaam equipment ships from the primary manufacturing facility in Menomonee Falls, Wisconsin, with logistics often coordinated through dedicated Canadian distribution hubs in the Mississauga and Concord regions of Ontario. As a pioneer in Halo Heat technology and high-performance combi ovens, Alto-Shaam units—ranging from Cook & Hold ovens to Vector multi-cook systems—are high-mass, industrial-grade appliances. They are transported via specialized freight carriers on heavy-duty skids to protect sensitive internal electronics, heating cables, and glass components. Every shipment is professionally crated and fully insured to ensure the equipment arrives in factory-perfect condition for commercial installation.

Warranty

Alto-Shaam provides a multi-tiered manufacturer warranty designed to support their specialized heating and cooking technologies in high-utilization environments.

• Standard Protection: Most Alto-Shaam equipment is covered by a 1-year parts and labour warranty. This coverage remains in effect for 12 months from the date of installation or 15 months from the date of shipment, whichever occurs first.
• Heating Elements: For units featuring Halo Heat technology, such as Cook & Hold ovens, the heating elements carry a limited lifetime warranty for the original owner. This reflects the durability of the low-density thermal cable design.
• Refrigeration Compressors: On applicable models like Quickchillers, the refrigeration compressor is protected by an extended 5-year parts-only warranty.
• Replacement Parts: Genuine replacement parts carry a 90-day warranty from the date of installation.

To validate the warranty, equipment should be registered through the Alto-Shaam online portal within 30 days of installation. All units must be installed by a licensed professional and, for steam-generating equipment, must meet specific water quality standards to maintain active coverage.

Service & Support

Technical service and warranty repairs are managed through an extensive national network of factory-authorized service providers across Canada. Because Alto-Shaam equipment—particularly the Prodigi combi ovens and Vector series—utilizes sophisticated software and precise moisture control systems, all warranty-related service must be performed by authorized technicians. Canadian distribution hubs maintain a comprehensive inventory of genuine OEM parts, including control boards, heating cables, and probes, to facilitate rapid response times and minimize kitchen downtime.

Exceptions & Exclusions

Warranty coverage is strictly contingent upon the equipment being operated and maintained according to the provided manuals. Specific exclusions include:

• Water Quality: Damage resulting from poor water quality, scale buildup, or a failure to maintain steam generators according to the published maintenance schedule is a primary exclusion.
• Maintenance Responsibilities: Routine cleaning, calibration, and the replacement of consumable items are the responsibility of the owner.
• Wearable Items: Consumable parts such as light bulbs, rubber gaskets, air filters, and glass panels (unless damaged during shipping) are considered wear items and are not covered under the primary warranty.
• Cleaning Agents: Damage caused by using cleaning agents other than those specifically recommended by Alto-Shaam is excluded.
• Documentation: Freight damage is not a warranty issue; any visible damage to the crate or unit must be clearly noted on the bill of lading at the time of delivery to be eligible for a claim.