Frequently Asked Questions
What should I do if I am a tax exempt customer?
If your purchase is exempt from sales tax, please send your exemption certificate to [email protected]
How do I search for the products I need?
Enter any combination of Manufacturer Name, Manufacturer Part Number, Parts Town Part Number, Descriptive Keywords, and/or Model Number in the Search Box to identify the item you are looking for. The products that most closely resemble the search information will be shown on the results page.
Why am I being asked to log-in?
Logging into Parts Town 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 Equipment and My Parts where you can store equipment information and even build your own product catalog! Log in every time you come to Parts Town, 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!
How do I see the technical information about my equipment?
Parts Town maintains technical information and diagrams related to tens of thousands of foodservice 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 Parts"?
My Parts is a unique feature allowing you to add parts to your My Parts list allows for quick access later. This simplifies ordering and consolidates information down to the items you frequently purchase! These parts will also be flagged on search results and part detail pages as being in your My Parts list.
Why I am not seeing my contract pricing?
This can happen for 2 reasons:
- You have not registered on our site. If you have not registered, please click "Login/Register" at the top of the page!
Once you have registered, it usually takes 1 business day to apply your contract pricing to your account. 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 will review your account history and get to know you better to determine what incentives are available to you.
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 and order using your credit card.
How can I use my open account with Parts Town?
Simply register on our site by clicking on the "Register now" link at the top of the page. Within 1 business day we will apply all of the terms that you enjoy in your phone/fax ordering to Parts Town!
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 our search system for the most commonly searched equipment brands. We will continue to add models to simplify your search and improve the ease of ordering with Parts Town. 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 search refinements on the left hand side of the search results page. 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 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 9PM ET.
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.
How do I return a part?
Email [email protected] for instructions on how to return product. Parts Town will not accept any returns without prior approval or consent, which will be given or withheld at Parts Town's discretion. A restocking fee will apply for most returns. No returns will be accepted beyond 90 days of purchase. Special orders may not be cancelled or returned.