VendHub manages your product orders by sending them to Vistar for fulfillment. This guide explains how to manage your weekly orders and what to do if items are missing from your delivery.
Placing an order
All orders you place through VendHub are sent to Vistar to be fulfilled and delivered. Each customer is assigned a specific delivery day based on their location.
To ensure your items arrive on time, you must follow these scheduling rules:
Submit your order early: You must submit your order at least 48 hours before your scheduled delivery day.
Add items before the cutoff: You can continue to add items to your existing order until you reach your specific cutoff time.
Check your assigned route: Delivery schedules are based on established routes and have limited flexibility.
Managing inventory and stock issues
VendHub does not have real-time access to Vistar inventory levels. The VendHub catalog is updated once per week, so an item that appears available in the catalog may be out of stock at the warehouse.
If an item you ordered is out of stock, Vistar will not bill you for that item. The missing item will not appear on your final delivery invoice. While we attempt to notify customers of stock issues, some shortages are not confirmed until the order is shipped.
Missing items and refunds
If items you ordered do not arrive with your delivery, it is usually because the items were out of stock at the time of shipping. Missing items are not placed on backorder. If you still need the items, you must reorder them in your next submission.
How to request a refund
If you were charged for an item that you did not receive, you can request a refund by following these steps:
Contact VendHub Support: You must send an email to the support team to begin the refund process.
Provide your order number: You must include your order number in the subject line of your email.
List the missing products: You must clearly list every missing item in the body of your email.
Refunds are generally processed at the end of each month. For urgent items that are out of stock, you should contact your Operating Company (OPCO) directly to check for local availability.
Delivery scheduling and changes
Your delivery day and order cutoff time are determined by your geographic location and Vistar's fixed delivery routes. Because these routes are established for efficiency, most delivery areas only receive shipments once per week.
If you need to request a change to your delivery schedule, you must work directly with your Operating Company (OPCO).