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FAQ

 

Product Related Questions

Q: Do I need model and serial number of the machine for parts?

A: Yes. Model and serial number is required unless you already have a part number.

Q: Where can I find part numbers?

A: The part numbers used by the manufacturer of your machine can be found in the parts manual that came with your machine.

Q: How do I find the part I’m looking for on your website?

A: You can search for the part you need by entering the part number or key words into the search box at the top right of any screen.

Q: I have found the part that I need. How do I order it?

A: Click on the “ADD TO CART” button when viewing the part.

Q: I’ve tried searching but still can’t find the part I need. Now what?

A: If you’re still having trouble finding what you need, please fill out a PART INQUIRY FORM and we will promptly contact you with the information.

Q: I have added some parts to my cart but I can’t find a part that I want to add.

A: If you're still having trouble finding what you need, please proceed with your order, then fill out a Part Inquiry Form (be sure to reference your order number) and we will attempt to add it to your order.  You may also call us at (888) 518-9274 after you've placed your order and we will attempt to add it to your order at that time.  

Q: Are all your parts immediately available and ready to ship?

A: We do our very best to stock every item we show on line. However, due to delays in shipping, manufacturing and production, every item is not in stock all the time. We cannot confirm availability until you place your order. Generally, everything we have in stock ships out the same day for orders received by 3:00 PM (Eastern Time) Monday through Friday. As we process your order, we will contact you if any items you order are backordered or will take longer than expected to ship out. It is our policy to ship all orders complete. You will receive a shipment confirmation containing tracking information within 24 hours of shipment.

Q: Do you ship to my country?

A: We ship to all US and Canada addresses, including Hawaii and Alaska, as well as US Territories (i.e., Puerto Rico and Guam), exclusively with UPS. Please note that UPS does NOT deliver to P.O. Boxes so you must provide a physical address. We can also ship to other countries around the world using United States Postal Service Express Mail/Priority Mail.

Q: How much is my shipping?

A: Shipping is automatically calculated prior to submitting your payment information based on how quickly you need your items. Simply add items to your cart and proceed to the Checkout page where you will be able to see the shipping cost and indicate if you require expedited delivery such as next day or second day. For countries outside the United States or Canada, we will contact you with the estimated shipping charges.

Q: How often are your prices updated?

A: All prices are subject to change without prior notice based on manufacturer’s pricing. Generally, we update our prices monthly to reflect current market conditions.

Q: Do you have a minimum order amount?

A: No.

Q: Do your parts come with a warranty?

A: Some of the products we sell are covered by a manufacturer’s warranty, which is available to you as the purchaser. Since we provide products that come from a variety of suppliers with a wide variety of policies, we cannot provide on-line warranty information. If you have a question about the manufacturer’s warranty on a specific item, please contact customer service at (888) 518-9274.

My Account

Q: I’ve ordered from www.laundrysupplies.com before, do I need to create a new account?

A: Unfortunately, yes, even if you’ve ordered from us before. Because of the new and highly improved web site, we need you to register as a new account. Please accept our apologies for the inconvenience, but the new and improved site is worth the effort!

Q: How do I register?

A: Click the Register link at the top right corner of our site. Enter your information as prompted to complete the registration process. Your information is never shared with any other companies and is kept completely confidential. Please view our Privacy Policy for more information.

Q: How do I edit my account information?

A: Click the MY ACCOUNT link at the top right corner of our site to edit your account information.

Q: I forgot my password.

A: Click the LOG IN link at the top right corner of our site. Under the login box, click on the link that says “Forgot Your Password?” and you will received an email with instructions on how to reset your password.

Q: Is your site secure?

A: Yes!  You can shop at www.laundrysupplies.com with confidence.  We have partnered with Authorize.Net, a leading payment gateway since 1996, to accept credit cards safely and securely for our customers.  The Authorize.Net Payment Gateway manages the complex routing of sensitive customer information through the credit card processing networks.  The company adheres to strict industry standards for payment processing including 128-bit Secure Sockets Layer (SSL) technology for secure Internet Protocol (IP) transactions, industry leading encryption hardware and software methods and security protocols to protect customer information, and compliance with the Payment Card Industry Data Security Standard.  

My Order

Q: How do I change quantities or cancel an item in my order?

A: If you need to change quantities, please call us immediately at (888) 518-9274.  Once an order has been shipped, the order cannot be changed or canceled. 

Q: How do I track my order?

A: Click the MY ACCOUNT link at the top right corner of our site to track your order.

Q: Has my order shipped?

A: Click the MY ACCOUNT link at the top right corner of our site to check your order status.

Q: My order never arrived.

A: Click the MY ACCOUNT link at the top right corner of our site to track your order. Be sure that none of the items in your order are on back order. If your order displays PACKAGE TRACKING NUMBERS, check with UPS to confirm that your packages were delivered. If your packages show a status of DELIVERED, please contact us at (888) 518-9274 for assistance.

Q: An item is missing from my shipment.

A: Click the MY ACCOUNT link at the top right corner of our site to check your order status. Be sure that none of the items in your order are on back order. If your order shows SHIPPED COMPLETE, please contact us at (888) 518-9274 for assistance.

Q: Why doesn’t the part I received look exactly like the original?

A: We source parts from the manufacturers who produced the part for the OEM who made the machine. On some occasions we find it more practical to find a different supplier. This can be for a variety of reasons including better quality, better pricing and more rapid delivery. In some cases we will substitute a generic replacement part for your original part. If this is done you can be assured that our parts specialists have reviewed the specifications for the parts and determined that the generic replacement is a suitable alternative.

Q: When will my backorder arrive?

A: Backordered items are those which the manufacturers have indicated will take longer than generally expected to receive. Don’t worry though; just as soon as they come in stock we will ship them to you.

Q: Do I have to pay sales tax?

A: You have to pay sales tax if you are located in Florida, Georgia or New York.

Q: What are my payment choices?

A: During the checkout process you may choose any of our current payment options. Please note that we will not ship your order until we’ve received payment in full.

Q: I have a question on my invoice.

A: Click the MY ACCOUNT link at the top right corner of our site to review your order history. From here you can compare your order history on our website with your invoice or other financial records. If you have any further questions or concerns, please contact us at (888) 518-9274 for assistance.

Q: I need a copy of my receipt.

A: Click the MY ACCOUNT link at the top right corner of our site to print your receipt. If you need a copy of your invoice, please contact us at (888) 518-9274 for assistance.

Q: When will my credit card be charged?

A: Your credit card will be charged the same day your package ships from our warehouse. If your item(s) ships directly from the manufacturer, we may charge your card when the order is placed with them in order to secure payment. There may be a delay from the time we palce the order with the manufacturer and the time they actually ship the item(s) to you. If you have any questions, please feel free to contact us.

Q: My credit card statement says “ALS COMMERCIAL EQUIPMENT, INC” as the payee. Who is that?

A: ALS COMMERCIAL EQUIPMENT, INC. owns www.laundrysupplies.com and will be reflected as the payee on your credit card statement.

Q: I received the wrong product.

A: If you feel that you have received the wrong product, please contact us at (888) 518-9274 within 72 hours of receiving your shipment.

Q: My package was damaged, what do I do now?

A: If your shipment was damaged during transit, please contact us immediately at (888) 518-9274. Please retain all original shipping materials – do not throw anything away. We will file a claim with UPS and you may be asked to allow UPS to inspect the package at your location, or you will be provided a shipping label to return the damaged merchandise to us.

Q: How do I return my product?

A: Please refer to our Shipping and Returns Policy for more information on returning an item.

Q: What is your return policy?

A: Please see our Shipping and Returns Policy for complete details regarding our return policy.

Q: If I am approved to receive a credit, when will a credit appear on my account?

A: A credit for returned or damaged orders must be approved through our customer service department. Once approved, credits usually take 7-14 business days to be processed from the date we receive your returned item(s).

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