FAQ's

Whenever Parts Town makes a mistake, they take accountability for it and make things right

Why am I being asked to log-in?

Logging into Partstown.com will provide you with the simplest, most user friendly experience while on the web-site. By logging in, you will be able to order utilizing your open account or saved, secure credit card information along with your saved shipping address and preference information. Additionally, you will be able to access any volume discounts or contract pricing that you have agreed to with Parts Town. On top of this, you will be able to view your complete order history and details. Finally, you will have access to "My Parts Town" where you can store equipment information and even build your own product catalog! Log-in every time you come to Partstown.com, you won't regret it!

What do I do if I forgot my password?

No problem. Just click the link titled, "forgot your password?" located directly below the username and password entry boxes at the top center of any page. This link will take you directly to a page where you will enter your username, e-mail address, and answer your security question. You will then be able to create a new password. Of course, if you have any issues, you can always call us at 800-438-8898 and we'll gladly help!

I like the “order now” function. What if I want to buy more then 3 items?

No problem. Just click the “add more items” link within the “Order Now” box and partstown.com will open an “Order Now” screen that allows you to buy 30 different items!

What is advanced search?

Advanced search provides you with several options for how to search. Examples include searching by manufacturer, model #, manufacturer part #, keyword, or product type. You can use advanced search to search by any or all of these fields. You can also simply input what you know about the product you are looking for in the red search box at the top left corner of any screen. Whatever is easiest for you!

How do I see the technical information about my equipment?

Partstown.com maintains technical information and diagrams related to thousands of food equipment models! There are several ways to get at this information. One way is to search for the part you are looking for. Once the search results appear, you have the opportunity to click on “view details” or “view documents”. These links allow you to access detailed information about the parts and equipment you are interested in.

What is “My Catalog?”

My catalog is a unique feature on partstown.com. Utilizing “my catalog” you can select items to populate a personal catalog of parts, accessories, small-wares, and equipment. This simplifies ordering and consolidates partstown.com down to that which is important to you! You may also create a printer friendly version of your catalog, with space to accommodate 3-hole punching, by clicking on “view printable catalog” once you have populated “my catalog”.

Why I am not getting my contract pricing?

This can happen for 2 reasons.

1) You have not registered at partstown.com. If you have not registered, please click “register now” within the log in box at the top center of the page!

2) Once you have registered, it usually takes 1 business day to apply your contract pricing to all web-site screens. You WILL get your pricing on all orders placed - even those placed before the 24-hour period has elapsed. Don't worry!

If #1 and #2 don't solve the issue, just call us at 800-438-8898 and we'll figure it out with you!

How can I get a better price?

Parts Town provides discounts to high volume customers. The simple answer to this question is to buy more. The more you buy, the better your pricing. If you believe that you have earned discounted pricing through your order volume or your potential purchases, call us at 800-438-8898. We'll review your account history and get to know you better to determine what incentives are available to you.

What is will call/order pick-up?

Parts Town's distribution center is located in Lombard, IL in the Chicago area. Many of our local customers enjoy stopping by Parts Town to pick up product. The will call/order pick-up designation allows for our local customers to place orders electronically and pick them up.

How can I use my open account with Parts Town?

Simply register at partstown.com by clicking on the “register now” link at the top center of the page within the “Log On” box. Within 1 business day we will apply all of the terms that you enjoy in your phone/fax ordering to partstown.com!

How can I open an account with Parts Town?

If you order regularly and have a strong credit history, you may be a candidate for an open credit account with Parts Town. If this is the case, call 800-438-8898 and request an open account. We will ask you a few questions and you will then need to complete a credit application. Once we check your credit history, we will determine whether an open account is appropriate. This process usually takes about 72-hours to complete. In the meantime, go ahead an order using your credit card.

Why is the freight charge estimated rather than actual?

Actual freight is based on published UPS rates which are based on a complex algorithm of shipment weight, shipment density, number of packages, and shipment destination. Partstown.com utilizes a freight estimating algorithm in order to approximate freight so that you have an estimate before you order. We will not know your actual freight until your order is weighed and shipped. Once your order is shipped, we will put the actual freight charge into your order history!

The equipment model I am looking for doesn’t show up. How can I find the parts for this equipment?

Parts Town has placed model numbers into partstown.com for the most commonly searched equipment brands. We will continue to add models to simplify your search and improve the ease of ordering at partstown.com. If you do not find what you need by putting in a model number, try putting in anything else that you know about the product. For example, place the manufacturer and the type of product into the search box. You can continue to narrow your search using the "narrow your search" tool to the left. If you simply cannot find what you need, don't hesitate to call us at 800-438-8898, one of our Customer Experience Representatives will help you!

What do the various order statuses mean?

New - Your order has been entered and is waiting for confirmation.
Open - Your order has been confirmed and is in process.
Partial Shipment - A portion of your order has been shipped and the remainder is on backorder.
Shipped and Closed - All of your order has been shipped.
Cancelled - Your order has been cancelled.

What do the various Stock Statuses mean?

In Stock Ships Today - We have at least one of this item in stock and, if ordered, we will ship our available stock to you the same day for all orders entered prior to 7PM EST.
Ships in X - Y Days - The item is not on hand. The lead time quoted is based on the average delivery of past orders for that item from our vendor.
Call for Lead Time - The item is not on hand. Lead times vary for this item. Give us a call and we can request a current lead time quote from our vendor for the item.