Frequently Asked Questions
Are your products new?
Yes. We sell only brand new appliances. Every appliance we sell is new in its original box.
Do you sell damaged, seconds, or scratch and dent models?
No. Damaged merchandise is sent back to the manufacturer and we do not resell it. Every appliance we sell is brand new.
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 manufacturer policy. 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. We understand that this is inconvenient, but other retailers are bound by the same policies! Our sign up process is designed to be simpler and faster than other online retailers' account creation processes.
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. This ensures that your appliances are new and in good condition rather than sitting around a warehouse. Occasionally a manufacturer will be out of stock of a particular item and an appliance may be back ordered. We will inform you if an item you order is back ordered and you will have the opportunity to change your order, cancel, or wait for it to arrive. Back orders are typically cleared in about two weeks, but in some very uncommon situations items are not available for extended periods of time. In this case we will keep you informed throughout the back order process.
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. Typically, back ordered items are available within 2-3 weeks, although in rare instances there are longer delays. Items that are known to be out of stock and are back ordered are noted as such when you purchase. 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?
Typically we can have your appliances delivered within 3-5 business days. Items noted with extended lead time are located in an outlying warehouse and take longer to arrive; These items are typically delivered within 5-7 business days. Items that are back ordered have varying lead times, and are dependent on the manufacturer. Orders are processed within 1 business day of payment.
How does delivery scheduling work? Can I pick a date to take delivery?
Yes, you can. We run multiple delivery days each week. When your order is processed you will receive a call from us to schedule your delivery. We can hold an order up to 30 days to better fit your schedule, and we can pick the delivery date that works best for you. 1-2 days prior to your delivery date we will call to confirm and provide you with a 4 hour time window in which your delivery will arrive.
Can you hold my order if I don't need it right away?
Yes, we can hold your order up to 30 days past the date of placement. If your hold period expires we will contact you to arrange delivery, but please note that if you cannot take delivery or are unreachable your order will automatically be canceled after 30 days and your payment refunded less a 20% restocking fee.
What Is Your Return Policy?
All returns must be approved, either by BigCentric or the manufacturer depending on the circumstances.
Within 30 days of delivery or pickup, unused and unopened product may be returned but is subject to a 20% restocking fee. Returned unused product must be in its original packaging, in new condition, and includes all the original parts, accessories, and documents. We cannot approve any return of product that has been used, damaged or modified by the customer or installer, has missing parts, accessories, or documentation, or has had its serial number labels removed or defaced. We cannot accept returns of any product that has been used to file for a mail-in rebate. If you are returning non-defective product you are responsible for the cost of transporting it back to our warehouse.
Product where the packaging has been opened or the product has been used must be authorized by the manufacturer. The manufacturer's decision is final. We cannot accept returns of used or opened merchandise without manufacturer approval under any circumstances.
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. We strongly recommend that you inspect your new appliances as soon as you take delivery, and note any damage or shortages on the delivery receipt.
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. 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.
For damage on non-field replaceable parts, the damage must be reported to the manufacturer. At the manufacturer's discretion they may offer a full product replacement, repair, or may offer a discount or damage credit. If you choose to accept the damage credit, no further concessions can be made on that product. Manufacturer decisions are final and we are not able to influence them in any way, though in most cases you can decide yourself between accepting a damage credit or replacement product.
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 the free delivery offer work?
You'll automatically receive free local delivery on any order containing a full size refrigerator, laundry pair, or mattress,
to any residential address located within 50 miles of our store. You can purchase any combination of the above and more and receive this offer. Two washers and no dryer? No problem. A fridge and a pile of accessories? Bring it on. You can also receive this offer if you purchase five or more major appliances
such as microwaves, cooktops, dishwashers, etc. Some items will qualify your entire order for free local delivery even if purchased by themselves, such as most refrigerators. Such items will be marked with a truck icon
and will be noted as free delivery items. Some exceptions apply, including specially marked items that are unusually heavy, bulky, or difficult to move which may carry additional delivery charges.
For orders that don't contain any of these items, we can deliver within our standard local delivery area for a flat rate of $60. For applicable orders, this rate will automatically be applied to your total in your shopping cart.
Standard local delivery is defined as delivery to any residential address within 50 miles of our store, to first floor or equivalent only,
or locations where an elevator large enough for your products is accessible. There is an additional charge of $20 per floor for any locations where heavy/bulky appliances must be carried up stairs. Since this is assessed at the delivery location, we cannot pre-charge you for this fee and it is payable directly to the delivery personnel.
We use independent, third party delivery contractors to facilitate your delivery. We are unable to waive or alter delivery fees or charges for any reason, since they are at the sole discretion of the delivery company. We appreciate your understanding for this policy.
You can also pick your order up at our store for no additional charge. We are open seven, and will strive to have your order ready for you when you arrive. To pick up in store, simply select "I will pick my order up" when you check out. Please note that valid photo ID and a copy of your sales invoice is required for all merchandise pickups. An electronic copy of your invoice is acceptable, for instance on your smart phone. Also, please wait for us to call you to confirm that your order is ready before driving to our store to avoid wasted trips and delays. Our incoming shipments arrive at varying times of the day and newly arrived shipments take some time to unpack and sort. We appreciate your patience!
If you plan to have your own third party delivery service deliver your product from our store, select "I will pick my order up" when you check out and be sure to give us the name of the third party you authorize to pick up your order when we contact you for confirmation. Note that BigCentric is not responsible in any capacity for merchandise picked up by a third party once it leaves our warehouse.
Why is my item marked with a specialty delivery charge?
Or: "I thought my delivery was free."
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. If your order qualifies for free local delivery, these heavy item charge(s) will still apply. 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?
Our standard delivery area is 50 miles from our store. Within this area, we are able to offer free standard delivery on eligible orders. 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 an additional charge, we can deliver to Kent and Sussex counties in Delaware. Kent County locations are subject to a $50 extended delivery fee, and Sussex County locations are subject to a $100 additional extended fee. Note that this extended delivery fee is separate from the standard delivery rate; If your order qualifies for free local delivery but you are in one of our extended delivery areas, you will still be charged the extended delivery rate.
Delivery rates are set by the independent contractors who perform our deliveries. We cannot waive or negotiate delivery rates, nor can we make exceptions on charges for specific delivery areas.
If you are outside both our standard local and extended delivery areas, you may still 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?
Our delivery service providers can perform limited installation tasks. If you require installation, please tell us when we call to schedule your delivery. There is an additional fee for installation per appliance, which is payable directly to the delivery personnel.
to view the standard installation rate chart, as well as specific information on installation site requirements.
Can you haul away my old appliances?
In most cases the delivery companies we use are able to haul away your old appliances. Your old appliances must be empty, disconnected, and reasonably clean to be hauled away. Typically there is no charge for this service, but the delivery company may charge additional fees for difficult or unusual haul-away scenarios, which must be negotiated directly with the delivery company.
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 from our site! 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" flexible PVC water line. 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. Dishwashers will be provided with a free 3/8" water line and applicable adapter elbow (if required). 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. Washing machines will be provided with a free pair of water inlet hoses.
Please note that installation parts do not equate free installation. 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 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 110% Price Guarantee work?
Our 110% Price Guarantee applies to our premier collection of products including: All Osaki massage chairs, all Miele applinces, all Marvel major appliances, and all Smeg major appliances. We guarnatee that we will offer the best overall deal on these products anywhere, and we back it with our 110% promise. Qualified items will have the purple and silver "110% Price Guarantee" badge shown on their product page. If you find any authorized retailer of these products offering them at a lower price than us, including tax (if applicable), delivery charges, installation parts, and other extras, we will discount your purchase by 110% of the difference.
Limitations apply to this offer. All claims must be advertised, published, available online, or in writing. This offer does not apply to competitor products that are open box items, used, damaged, scratch-and-dent, or outlet items; closeout, discontinued, out of stock, or products no longer available from the manufacturer; sold via private sale, auction or auction site, or classified ad listing. All claims are subject to verification.
How does your installation rebate offer work?
Our Installation Rebate offer applies to our premier collection of products including: All Osaki massage all Miele major applinces, 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.
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.