2021 A Time To Choose Something New At Town

Home > Help Center > Frequently Asked Questions

Frequently Asked Questions

Top Questions

How do I get free in-home delivery?

Shipping is free within our delivery radius. To see if your delivery destination is within our radius enter your zip code at the product or cart page. For all other locations in the continental US delivery charges may apply. Please reach out to our customer service at 1-800-288-1647 for a custom quote. *Certain brands are excluded due to manufacturer restrictions. 

Do you ship to my area?

To see if your delivery destination is within our radius enter your zip code at the product page or during the checkout process. Otherwise you may contact our Customer Service to receive a custom delivery quote.   

How fast do my products ship?

Usually, orders go through a 24-48 business hour process before being shipped out. Some items are special order and require additional time and labor to process. Because our discounts are based on consolidated shipping, items will be held up until all order items are available for shipment. If you require some items sooner than the others, please place your orders separately. This will ensure your items will be shipped out immediately when they become available. 

What is your return policy?

Townappliance.com offers a 30 Day Return Policy from the date the merchandise ships. If, for whatever reason, you are not 100% satisfied with your purchase, you may return it to our warehouse.However, if the package is not returned in the same condition as delivered, we have restocking fees:  25% for unopened package, 50%  for opened package, and no returns for used appliances. To process a return please reach out to our customer service via phone or email. 

What do I do if my items are damaged?

Please, reach out to customer service for assistance.

What payment methods do you accept?

We accept most forms of payments including all major credit cards, PayPal Credit, Paypal, Personal Checks, Money Order, BrandSource Financing.

Do you offer financing?

Yes, we have great financing options for you. You can apply for the BrandSource credit card, which is a division of Citicard. Click Here* and the following interest free options are available.

It's fast, easy and secure; and if you get instant approval, you can start shopping immediately online or in our retail store. We regularly offer no interest financing on either 6 month plans or 12 month plans. We also offer up to 24 month plans during certain promotional periods. See our financing page for details.

Additionally, we offer financing through PayPal Credit.

Can I split my order to multiple payments?

We can accommodate the splitting of orders into multiple payments and/or shipments. However, at this time, it is not possible to set this up via our website. If these are options in which you are interested, please contact our customer service department and we'll be happy to assist in making arrangements. 

Are installations and removal of my old appliance included with my delivery service?

No, installation and removal are optional services that can be purchased at the time of checkout or at any time before your scheduled delivery by calling our customer service department.  

What's included in your installation services?

We offer multiple options on installation and removal on all the appliances purchased at Town Appliance. These options include basic hookups, removing packaging materials as well as the removal of freestanding appliances. Installations are only performed to existing powers sources, fuel lines or water lines. Visit our Delivery & Installation page or contact Customer Service for more information.

Shipping & Delivery

Do you have free shipping? / How do I qualify for free shipping?

Shipping is free within our delivery radius. To see if your delivery destination is within our radius. Enter your zip code at the product or cart page. For all other locations in the continental US delivery charges may apply. Please reach out to our customer service at 1-800-288-1647 for a custom quote

*Certain brands are excluded due to manufacturer restrictions.

When will I get my tracking number?

Once your order leaves our warehouse, you will be sent an email notification with all of the tracking details including: a clickable link to the trucking company responsible for delivering your product(s), a phone number to the trucking company and an estimated delivery date. 

Can I reschedule a delivery?

Yes. If you need to reschedule your delivery, please notify us at least two days prior to the scheduled delivery date in order to avoid a rescheduling fee. 

What happens if I can't be there to sign for a delivery?

In the case that someone is not available to accept delivery, our customer service should be notified no less than 48 hours prior to the scheduled delivery time. Upon notifying Town Appliance, a new delivery date will be set up. In addition, you can provide us with a signed document stating that we may leave the item. In this case, you will be responsible for the shipment once it is delivered. 

Can you deliver my old appliances to a different address after my new ones are installed?

No, we do not deliver old appliances to other locations. 

If my order can't be delivered to the spot I wanted because of space constrictions, can the delivery partner carry it there?

Our delivery partners try to go above and beyond to provide you with a great delivery experience. However, for the sake of safety and the prevention of possible damage/injury, they will not lift or hoist your items over banisters or other obstructions or push the items through windows to deliver your merchandise. 

Installation & Services

What does your Full Service Install entail?

Basic hook up service includes hook up and removal of all freestanding appliances such as freestanding refrigerators, ranges, washers and dryers to existing household power, fuel and water sources. The new appliance will be tested to make sure it works correctly.  

What does your Complex Service Install entail?

Complex install services will require the purchase of additional services. For complex installation services please reach out to our Customer Service.  

What if I need an extra part during the installation process?

Don't worry! Our partners determine the parts/accessories needed to safely connect appliances to home utilities and will offer to sell any needed parts, accessories or installation services not purchased at the time of the appliance sale. Our partners only carry standard installation parts. If your connections are not currently standard, you will need to purchase a new part or a conversion kit to work with the standard installation parts.  

Your Account & Orders

How can I modify my order?

You may modify your order as long as it has not reached the shipping process. Options may or may not include: Splitting an order for partial shipment, removing an item from an order or cancelling an order all together. Contact us for more details.  

How do I cancel my order?

You can cancel your order at any time as long as it has not been shipped.   

How do I track my order?

If you would like to track your order or an item from your order, please log in with your email address and password. Additionally, you can track your order with the information from your confirmation email. You may track any item that has entered the shipping process and has been shipped out.    

Payments & Billing

When will I be charged? When will my card be charged for my order? When will my payment be taken?

Your credit card will be charged once your order ships out. Please note that sometimes your tracking number is not yet available when an order is shipped, but you will receive it within 24-48 hours from the date of shipping. Special order items are charged as soon as the order is placed with the manufacturer and is non-cancellable at that point. 

When will my account get credited?

It takes us approximately two business days to process a credit back to your credit card account and 7 business days for it to appear on your statement. After Town Appliance issues the credit, the rest of the process is out of our ability to speed up. At this point merchant services and your Bank determine how long before the credit posts in your account. This is normally 7-14 business days. This is the exact process in reverse order as when any merchant charges your card. The customer will think there is an immediate withdrawal of the funds, but it is really only an authorized hold. Once merchant services and the merchant's bank has processed the charge then the funds will appear in the merchants account. Again, the same time frame applies to the merchant.   

My item is back ordered but my credit card was charged?

As per our policy, your card is charged once any item in your order ships. In the event that the product does not become available, you will be credited in full for the price of the backordered item.

If for any reason you have any questions on charges that appear on your credit card statement please feel free to contact us and will respond back to you within 24-48 hours.  

Who qualifies for tax-exempt purchases?

Nonprofit organizations - Schools, public charities, churches and other religious entities, and other nonprofit organizations generally qualify under federal law. A tax exemption certificate is required.

Individuals - Foreign diplomats, agents of foreign governments, and other individuals may be exempt from paying state and state-collected sales tax. A sales tax exemption card, such as a federal government purchase card or foreign diplomat card, is required.

Federal and state governments - The U.S. government, its agencies, and its instrumentalities may make exempt purchases of goods and services. An exemption certificate or copy of government purchase card is required.   

How do I obtain a copy of the invoice?

Your packing slip is a loose piece of paper with your product description and SKU number on it. It should be inside your package with your product. If you did not receive a packing slip with your order, please submit a copy of your 'order summary' instead of your missing packing slip. To print the order summary, please log into your account and click on the order number.    

Other Common Questions

Where are you located?

Town Appliance displays the products at three large showrooms:

10 S Clifton Avenue Lakewood, NJ 08701

9616 Reisterstown Rd Owings Mills, MD 21117

461 Central Avenue Cedarhurst, NY 11516

Also, you can visit our Scratch 'N' Dent Center at:

1790 Swarthmore Ave, Lakewood Township, NJ 08701  

Are your products brand new?

Unless otherwise specified, all of the products listed on our website are Brand New in the Manufacturers packing and come with a Full Manufacturer's Warranty. Some items are shipped directly from the manufacturer to your doorstep. In order to check the condition of the product, scroll down to the overview section and view the Warranty Info on the right side quickspecs.   

How do I use rebates for savings?

Manufacturer's often offer great deals on their products. Offers are subject to the terms specified by the manufacturer. Rebates can be downloaded from the rebate tab on the product page. Simply fill them out, follow the instructions and submit them online. Town Appliance does not guarantee rebate payment, nor provide refunds for denied rebate claims.  

What if I find a lower price someplace else?

Town Appliance will match or beat any advertised price that is lower than our current price including tax and shipping if the company is an authorized dealer of that product and if the company currently has the product in stock. Exclusions may apply, please refer to our Price Match Policy . You will need to send us a written quote or advertisement to qualify. Price quote must show total after taxes and shipping to qualify. Unauthorized dealer prices are not valid for Price Match Guarantee. Price Matching is not available for orders that have already been shipped. Town Appliance reserves the right to refuse any price match.  

How do I get service on my appliance?

Town Appliance offers a full appliance service department. We have our own repair subsidiary that repairs all the appliances we sell. If needed, you can schedule a service call and, or visit our Repair Subsidiary page. Also, if your appliance needs replacement parts, or you wish to make sure it does, we have an Appliance Parts Center which you can call to make sure you are buying the right parts.    

Is it easier to order online or over the phone?

You may place an order over the phone and receive the same discounts as an online order. Whatever you choose to do, know that we enjoy being connected to you. We know that some people enjoy the personally catered service of our professional sales representatives. If you choose to call in, make sure it's within our normal business hours, which can be found on our Contact Us page.