(302) 304-1010
Wilmington Main Store: 151 Edgemoor Rd, Wilmington DE 19809
Milford Store By Appt.: 8 NE Salevan Pl, Milford DE 19963
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Frequently Asked Questions

What's the current status on appliance availability? Is everything still out of stock?

We have observed that product availability has improved dramatically over the last several months. The situation is still not fully back to the pre-pandemic normal, but we are able to get a much wider selection of products in a timely manner than was possible during the height of the global COVID-19 pandemic. A few specific products are still experiencing longer than normal lead times, but as a whole the availability picture is better than it has been in years.

Therefore, we no longer recommend ordering your appliances months in advance of your projected needs. Instead, consider waiting and taking advantage of manufacturer promotions closer to your project's completion date. In general we find ordering most brands and models more than 3-4 weeks in advance is unnecessary. We have a large selection of popular models and products already in stock and ready to go.

A few specific categories of product from specific brands are still experiencing supply issues. But other otherwise, availability is generally good.

Are your appliances new?

Yes. Aside from our selection of clearance items, every single item we sell is new, direct from the manufacturer.

We offer a small selection of clearance items which may include retired floor models, open box items, etc. These items are heavily discounted and clearly marked, so you'll know what you're getting.
Do you sell damaged, factory seconds, or used items?

No. We carry only brand new appliances. We do not sell used items. Outside of our limited clearance selection, every appliance we sell is new in its box and direct from the manufacturer.

Do you repair appliances or sell parts?

No. Although we can happily assist you with purchasing a brand new appliance, we do not offer repair service and we do not sell appliance repair parts.

Are your prices for real? How are you able to offer your prices on new appliances?

Yes, our prices are real. We operate with very low overhead from a small warehouse rather than the huge showrooms of other appliance dealers. We pass our low overhead costs on to you in savings. Additionally, we concentrate on only the most popular appliance packages carefully selected to offer you the best value and use our ability to purchase and sell in bulk to lower our prices.

Why don't you show prices without a membership? Why do I have to sign up?

Manufacturer policies prohibit us from advertising our low prices. Even showing you prices online is considered advertising per most manufacturers' rules. By signing in with your membership code you ensure that the information we are providing you is private, and remains in compliance with manufacturer policies. Trust us, the savings we can offer will make this extra step worth it! Our sign up process is designed to be simpler, faster, and easier than that of other online retailers.

Are your products always in stock?

We order in your product from the manufacturer when you purchase. With limited exception we don't keep merchandise in stock at our store. This ensures that your appliances are new and in good condition rather than sitting around a warehouse.

Items marked with a filled in green checkbox and marked "In stock in store" are physically available at our store location. Items marked with a hollow green check box and marked "Available" are in stock in the regional distribution center and can be ordered to arrive directly to our store typically within 1-2 business days.
What does it mean if my item is back ordered?

Back ordered items are out of stock in both our warehouse and with the manufacturer, and are not immediately available. Lead times for back ordered items vary, and are dependent on the manufacturer to produce or supply more product. Because of this, back ordered items are not under our control and we cannot guarantee lead times or length of delay.

Due to the current industry wide supply shortages, back ordered items are taking much longer to arrive than has historically been typical. Lead times could extend out to 4 to 6 weeks or possibly more.

Items that are known to be out of stock and are back ordered are noted as such with a red on our web site. We strongly advise not purchasing any back ordered items unless your schedule is extremely flexible. If you have inadvertently ordered an item that is on back order and will not be available in time to complete your project, we can usually offer an alternative product that is similar. You will be responsible for the difference in price between models, or if the replacement model is less expensive we will refund the difference. Due to the fact that back orders are beyond our control we cannot offer any discounts or concessions on back ordered or replacement products, although we can refund any undelivered items on your order.

What does it mean if an item is marked special order?

Special order items are products that are not normally kept in stock at any of our warehouses, suppliers, or other sources. Generally these are specialty items that must be ordered directly from the manufacturer and as such may have extended lead time. Since the manufacturers prohibit us from returning these items, special order items are not returnable under any circumstances. Please double check and ensure that you are ordering the correct part, accessory, or appliance before purchasing.

How long will it take to receive my appliances?

Orders are processed within 1 business day of payment. Your order lead time will depend on whether or not the item(s) you ordered are in stock. Typical lead times are listed below, but please bear in mind that these are estimates based on current order volume:

Items In Stock In Store
Immediate availability for pick up
7-10 Business Days For Delivery

(Normal lead time for delivery as listed below.)

Items Available at Distribution Center
Next Business Day: Pickup
7-10 Business Days: Delivery

Items with Extended Lead Time
5-7 Business Days: Pickup
7-10 Business Days: Delivery

Out of Stock, Back Ordered Items
Lead Time Dependent on Mfg. Availability
Explain This.

How does delivery scheduling work? Can I pick a date to take delivery?

Delivery scheduling is handled directly by our delivery partner, Pick Up And Delivery Services, LLC. When your order is complete you may contact them directly to schedule you preferred delivery date at (302) 803-4353. You may also schedule directly with the delivery company online at http://pickupanddeliveryservices.com.

If you prefer to use your own logistics agent, you may also do so. Simply inform us when you plan to have your logistics agent arrive so we can have your order ready. Note that your agent must present a copy of your invoice in order for us to release your merchandise.

Can you hold my order if I don't need it right away?

Yes, we can hold your order at no charge up to 30 days from the date of order completion or 90 days from the date of your first item's arrival at our facility, whichever is soonest. Additional storage is available at the rate of $30 per month per item, excluding accessories, countertop microwaves, and over the range microwaves. If your hold period expires we will contact you to arrange delivery or storage, but please note that if you cannot take delivery or are unreachable your order will automatically be canceled your payment refunded less a 20% restocking fee.

What Is Your Return Policy?

Returns are accepted on non-damaged, non-defective and unused products within 30 days of the date of receipt (pick up or delviery) and are subject to a 20% restock fee which is not negotiable. Products must be returned with their original packaging and all originally included parts, accessories, and documentation. Damaged or defective items are not eligible for return and will be repaired via on-site warranty service, and are eligible for return only if on-site diagnosis determines the defect(s) not to be repairable. There is no restock fee assessed for items returned with manufacturer approval for non-repairable defects.

Returns are not accepted on products that have been used unless as defective with manufacturer approval, after on-site warranty diagnosis. Returns are not accepted for products that have been damaged or modified by the customer or installer, have been installed, have missing parts, accessories, or documentation, or have had their serial number labels removed or defaced. If you are returning non-defective product you are responsible for the cost of transporting it back to our warehouse. Special order items cannot be returned.

What if I receive a damaged or defective product?

If you receive a damaged product, inform us right away. All product damage must be reported within 48 hours of delivery; Damage claims beyond this period will be rejected. Please inspect your new appliances as soon as you take delivery, and note any damage or shortages on the delivery receipt if damage is observed at the time of delivery. All damage claims must be made within 48 hours of when you received your product(s), no exceptions. This is regardless of when you plan to install your products. Do not leave products at your job site or in your home without opening and inspecting them for damage. Damage claims are not accepted beyond 48 hours for any reason.

For damage on field replaceable parts such as handles, doors, knobs, grates, kick plates, shelves, accessories, and other detachable parts, replacement parts will be provided to you by the manufacturer under warranty, and installation will be performed by the manufacturer's appointed warranty service technician. Please note that cosmetic damage to field replaceable parts does not qualify your appliance for return per manufacturer policy, unless the damage is deemed irreparable or infeasible to repair by the manufacturer after on-site diagnosis if applicable.

For damage on non-field replaceable parts such as the sides or rear of the appliance body, interior liners, oven cavities, etc., contact us immediately to report the issue. Resolution is decided on a case-by-case basis depending on the nature and severity of damage.

What do I do if I encounter a problem with my appliance, or it breaks down?

Every product we sell is backed by a manufacturer's warranty. Most warranties are one year, although some brands and models carry warranties that are longer. If you encounter a problem with your appliance, contact the manufacturer for assistance. The telephone number or web site of the manufacturer can be found in your product's owners manual, and for your convenience we have contact information for most major brands listed here. Even if your warranty period has expired, the manufacturer can still service your appliance or direct to you an independent repair facility. Repairs and replacements after delivery must be handled by the manufacturer; We do not offer repair service. Manufacturer warranties are subject to certain limitations and may not apply if your appliance has been intentionally damaged, modified, or installed in a manner inconsistent with the manufacturer's specifications. Since we do not manufacture the appliances we sell, we do not assume or imply any liability or warranty beyond that provided by the manufacturer. We cannot influence manufacturer warranty policy in any way, or replace products in or out of the manufacturer's warranty period without the manufacturer's approval.

How does your free delivery offer work?

It's simple: If you purchase a refrigerator, washer and dryer pair, laundry center, or massage chair your entire order qualifies for free local delivery. Free delivery is defined as any residental location in Delaware or within a radius of 50 miles from our Wilmington store, to a ground floor location or equivalent. If your delivery location is outside of the local delivery range and subject to distance charges, we'll cover $70 of your delivery charge for you.

If your order doesn't qualify for free delivery, a simple flat rate of just $70 applies for all residential locations within 50 miles of our Wilmington store, to a ground floor or equivalent location. Long distance delivery is available as well for an additional fee.

What is the pick up discount?

If your purchase would have otherwise qualified for free local delivery (see above) but you don't need us to deliver it, we will discount your purchase by $70, the same amount as the standard local delivery charge.

Why is my item marked with a specialty delivery charge?

Some specialty items that are unusually heavy or bulky require us to charge an additional delivery fee because our delivery contractors charge us an increased rate for these items. Please note that heavy item charges cannot be waived for any reason. Items that carry a heavy item charge are also generally unusually large, and may have special installation location requirements such as a minimum floor strength to support their weight. Be sure to double check that the appliance you are considering will fit, and your installation location is suitable. If your item is returned due to a fitment or measurement issue, or any other reason, the heavy item charge(s) cannot be refunded.

How far do you deliver? What if I am outside your delivery area?

We outsource all deliveries to a third party delivery company. The standard service area is 50 miles from our store. This area covers New Castle County, most of the greater Philadelphia region, most of Chester and Delaware Counties, portions of southern New Jersey, and northeast Maryland along the Delaware border.

For locations outside of these areas, additional delivery charges may apply. Delivery rates are set by the independent contractors who perform our deliveries. Therefore we cannot waive nor negotiate delivery rates, nor can exceptions be made on charges for specific delivery areas.

If you don't wish to have your order delivered you may also pick up your merchandise from our store. You can also send a pick up agent or freight carrier of your choice to pick up your product on your behalf. If you are using a third party agent or carrier to pick up your merchandise, please remember that you must inform us in advance and authorize us to release your merchandise to a third party. BigCentric is not responsible for any merchandise once it leaves our facility with a third party agent or carrier.
Do you offer installation?

Yes: Installation services are available via our third party delivery contractors. Most installations do incur a labor charge, with some exceptions.

Can you haul away my old appliances?

Yes: Removal services are available via our third party delivery contractors.
How does your free parts offer work?

Other dealers charge extra for installation parts that are normally not included with appliances such as cords, gas lines, and water lines. These parts are required to hook up your new appliances, and can be considered a hidden cost. We provide standard installation parts for free with every appliance purchased! You will receive the following standard installation parts with your appliances if applicable, either with the appliance or packaged separately: Refrigerators with icemakers will be provided with a free 1/4" braided stainless water line, 60" length. Electric ranges will be provided with a free electric cord (either 3 or 4 prong -- please be sure to specify before you take delivery) and gas ranges will be provided with a free gas flex line of 48" length, with two each of combination 1/2" male NPT and 3/8" female NPT to flare adapter fittings (suitable for most applications). Dishwashers will be provided with a free installation kit consisting of 3/8" compression female braided stainless water supply line, three prong power cord, 3/8" compression to 3/4" hose adapter elbow, and installation accessories. Electric dryers will be provided with a flex vent plus a free electric cord (three or four prong -- please specify before delivery) and gas dryers will be provided with a free gas flex line. Dryers which require a separate water connection for steam are also provided with a Y hose steam kit. Washing machines will be provided with a free pair of braided stainless water inlet hoses.

Please note that installation parts do not equate free installation albor. Installation of most types of appliances carries an additional charge from the delivery company, explained above.

If you require specialty parts such as unusual adapters, outlet boxes, or other items we do not carry, unfortunately these cannot be included with your order for free. We can provide standard parts applicable to most installation scenarios, but if you have nonstandard or unusual requirements you may have to source these types of parts elsewhere. This free parts offer has no cash value and no credit or refund will be given for unused parts or installation parts which we do not carry.

Why do you recommend that all my appliances match? What if I don't buy all of the same brand?

If you are buying appliances together, for instance to outfit your entire kitchen or laundry room, we usually recommend that you buy all of your appliances from the same brand. The main reason for this is package based rebates, which are always brand specific and provide greater benefit and better rewards for buying multiple pieces of the same brand. In fact, some brands' manufacturer rebates are only applicable to packages of 3, 4, or more appliances and there are no individual rebates on these items at all! During a rebate promotion you can save significantly more money by ensuring that your appliances are all from the same brand.

Furthermore, different brands of appliances are all visually different from each other. Outfitting your kitchen with mismatched appliances may leave the room looking jumbled and random. Every manufacturer has their own handle style, stainless steel sheen and finish, and logo. Even the colors of lights and control panels vary widely between brands and might clash when mismatched appliances are placed near each other.

In the case of laundry appliances, it is best to use matching washer and dryer pairs if possible. Dryer capacity must be matched to washer capacity for optimum performance. If you are planning to stack your laundry appliances together, it is unsafe to attempt to stack two mismatched or incompatible units. The upper and lower units will not mate together securely and the upper unit may fall off and cause injury. Don't do it!

In some cases where there are very exact size or feature requirements it may actually be impossible to build a matching appliance package using all of the same brand of appliances. Unfortunately, not all brands manufacture every size and variation of item. Some specialty appliances are only available from a narrow range of brands. In this case you may be forced to pick and choose a few specific appliances accross brands. Our automatic package builder cannot do this for you by itself, but you can individually add the appliances you choose to your cart and our web site will still calculate the correct rebates and delivery information for you. You can also force our custom package builder to use the appliances you select by clicking the green "use in packages" button on any appliance. If you do this, you will get suggested custom packages with mixed brands including the specific items you select.

How does your Best Price Guarantee work?

Our promise to you is simple: We guarantee that we will have the lowest price on any appliance. On any product that bears our Best Price Guarantee badge, if you find a valid offer from a competitor for the same product for a lower final price after sales tax (if applicable), delivery, and parts, we will beat that offer by 10% of the difference.

All competitor offers will be verified prior to discount. To be valid, the competitor offer must be on the same model number of product in new-in-box condition. Floor models, open box items, refurbished, discontinued, and scratch-and-dent items do not qualify. Competing retailer must be an authorized dealer for the product. Private sales, auctions, classified ads, etc. do not qualify. Product must be in stock and within the current promotional period; Advertised offers for expired manufacturer promotions to not qualify.

Claims will be honored at the time of purchase. Prior sales are excluded; Discounts cannot be applied to orders already placed.

How does your installation rebate offer work?

Our Installation Rebate offer applies to our premier collection of products including: All massage chairs, all Miele major appliances, all Marvel major appliances, and all Smeg major appliances. Qualified products will display the silver and green "Installation Rebate" badge on their product page. We will reimburse you for your installation and/or assembly (of the qualified product only) via third party contractor for the standard installation rate for that item type, up to the maximum amount of 10% of your original item purchase price, before rebates, but not including delivery charges (if applicable) or tax (if applicable).

Please note that this offer does not provide or imply any warranty or guarantee for any product, nor imply that any product is possible to install in any particular location or scenario, nor imply any warranty of mechantibility or fitness of any product for any partiuclar purpose. This offer is not transferrible or refundable, cannot be retoractively applied to any prior purchase. You may also use your own installation contractor if you wish; Simply provide us a copy of their written invoice showing labor costs and the work performed and we will reimburse you for the same amount, under the same terms as above, up to 10% of the purchase price of your qualifying product(s).

How does the Miele site survey work?

Miele includes a complimentary site visit and survey with the purchase of any built in product such as wall ovens and built in refrigerators. This service is automatic for major built in appliances, and is also available for dishwashers although you must request it through Miele. They offer this service for free (although subject to manufacturer terms and conditions that we do not control), and provide a one-time visit to your home or other installation location to verify that the location is suitable for the Miele appliances you have selected. During this process you will work directly with Miele, who will handle the scheduling for you.

Please note that this service is provided by the product manufacturer and is not under the control of BigCentric. This offer carries no cash value and cannot be traded for any other service, discount, or credit. Sole responsibility for scheduling, fulfilment, and any issues that arise resulting from the site visit rests with Miele, so please contact them directly with any questions or concerns.

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*Prices shown may include mail-in rebates or limited time promotions. Current prices subject to change without notice.
Tel: (302) 304-1010 Txt: (484) 999-0969 | Store Locations | sales@bigcentric.com