Frequently Asked Questions
What's going on with product availability? Why does it look like everything is out of stock?
A significant portion of all product from all manufacturers is out of stock. Largely due to the COVID-19 crisis, our entire industry is facing a supply shortage of previously unheard of severity. (Other industries are as well!) This situation is not unique to us, either: These supply shortages are impacting all appliance retailers equally, regardless of how large they are.
Take caution: Not all appliance retailers are being honest about the current supply shortage. We have received multiple reports from customers dating back almost a full year informing us that some big box stores are insinuating that they have inventory of products when they in fact do not, simply to attempt capture sales. Beware! If a chain store is implying that they can deliver your appliances in a time frame suspiciously sooner than their competitors they might not be telling you the truth.
A multitude of factors are impacting appliance manufacturing from all brands and supplies of new appliances will be extremely limited for the foreseeable future. The pandemic situation has created a "perfect storm" of supply chain failures via a multitude of causes: Staffing shortages due to workers taking sick or staying home for their own safety, temporary factory closures due to COVID outbreaks or government mandated shutdowns, similar disruptions to the operations of upstream suppliers of parts and raw materials, transportation delays as ports, docks, and trucking companies are operating at reduced capacity or temporarily closed, etc.
Additionally, throughout the pandemic we have seen a record high demand for appliances (and other manufactured goods!) which has far outstripped the currently constrained supply. Because of this, all manufacturers have either dramatically scaled back or outright canceled their promotional programs and the costs for all appliances have also risen dramatically - and will most likely continue to do so for some time.
The bottom line is, appliances are harder to come by and more expensive than they have ever been in history. The majority of products are not immediately available, and will remain back ordered with their manufacturers for an extended period of time. Many back ordered products are taking upwards of several months to arrive. The selection of immediately available, in stock appliances is extremely small. Certain types, sizes, or models of appliance may simply not be available quickly.
We appreciate your patience and understanding during this difficult period. The good news is, inventory status is constantly updated on our web site so you will always be informed about what's available right away and what's not! We remain committed to providing you the best possible information, the best possible prices, and the best possible guidance and support throughout your appliance shopping experience.
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
Pick it up today!
(Normal lead time for delivery as listed below.)
Items Available at Distribution Center
1-2 Business Days: Pickup
10-14 Business Days: Delivery
Items with Extended Lead Time
5-7 Business Days: Pickup
14-16 Business Days: Delivery
Out of Stock, Back Ordered Items
Lead Time Dependent on Mfg. Availability:
4-6 Weeks MinimumExplain This.
How does delivery scheduling work? Can I pick a date to take delivery?
Yes, although due to current record high demand for appliances our delivery scheduling choices are more limited than normal. If all items on your order are in stock, we will schedule a delivery date at the time of your order. Otherwise, we will contact you to schedule once all of your items have arrived and are ready for delivery. Available delivery dates will depend on current order volume as well as your geographical location. Unfortunately, due to the delivery company's inability to be in multiple places at once, some delivery locations will have only a limited selection of available delivery days.
Deliveries to southern Delaware and similar areas are typically available only on Tuesdays. Deliveries to southern New Jersey are typically available only on Wednesdays. Deliveries north of Philadelphia and surrounding regions are typically only available on Thursdays. Saturday deliveries are also available for the local region, but please be aware that Saturday is our most requested delivery day and as such, the Saturday schedule fills up extremely quickly.
Can you hold my order if I don't need it right away?
Yes, we can hold your order 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. 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 your payment refunded less a 20% restocking fee.
What Is Your Return Policy?
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.
Products with opened packaging requires store approval for return which is decided on a case-by-case basis. Decisions are final. Returns of products with open packaging must be requested within 30 days of the date of pickup or delivery as above. To be considered for eligibility, products must be complete, undamaged, must not have been installed, and with all originally included accessories, manuals, and paperwork.
We cannot approve for return any product that has been used unless as defective with manufacturer approval. There are no returns of products that have been damaged or modified by the customer or installer, has missing parts, accessories, or documentation, or has had its 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. 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 locations between 50 and 75 miles distance from our store, a distance charge of $50 applies. For locations between 75 and 100 miles from our store, a distance charge of $100 applies. We cannot deliver to locations more than 100 miles from our store. 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. 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 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 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.
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.