FAQ's

Q: My search returns too many results or no results. How do I find what I'm looking for?

You can search for the part you need by going to the "Find it Fast" Search Box and:
  • Select "Part #" to search for a part number or partial part number
  • Select "Model #" to search for all parts for a your model
  • Select "By Part Description" to search for parts by their description
  • Select "Search Entire Site" to search all parts of the PWS Website

Q: My order status says "Complete" but I don't have a tracking number. What's up?

Our orders are shipped and tracking numbers are sent by a separate system, so your order will move to a "complete" status, and then our system will email a tracking number to you typically within 24 hours for stock items. If your order is being drop-shipped from our manufacturers, then a tracking number will be available within 24 hours of your product shipping from the manufacturer.

Q: I've tried everything, but still can't find the part I need. What do I do now?

If you're still having trouble finding the item you're looking for, you can try contacting us for further assistance. You can call us at 800-800-4797 or e-mail at parts@pwslaundry.com

Q: I'm using Bongo International and can't enter my international address at checkout

Make sure you are entering your Bongo U.S. address for your billing and shipping address (using your Name and Bongo Box number). Your Bongo U.S. address looks like:


[Your Name]
Box [Your Bongo Box Number]
315 Seaview Avenue
Bridgeport, CT 06607-2443

Enter this address as both your billing and shipping address on the PWS web site!

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

Click on the "add to cart" button when viewing the part.

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

You can put the part number in the comment box on check out page and we will attempt to add it to your order.

Q: I am trying to login but I forgot my password.

Under the password box click on forgot password, and enter your email address you used to register on the PWS site. The system will e-mail you a new temporary password.
Tip: When logging in, check the box below your username/password to login automatically. The next time you go to the PWS website, you will be logged in automatically.

Q: I have a promotion code but I can't find were to enter it.

The Coupon Code box is shown in the Shopping Cart, just above the total of your order.
Tip: You must have a product in your cart for the Coupon Code box to display.

Q: My promotion or coupon code isn't working.

There are a few reasons why the coupon code may not work. If it's not past the expiration date, the most common problem is when a coupon is "restricted," meaning it's for registered customers only, and you must be logged into your account before the coupon will be accepted.

Also, some coupons are meant to be redeemed just once per customer, so if you've already used it, it won't work again.

Finally, some characters may look alike, such as O and 0, or l and 1. It's best to copy and paste the code into the field to ensure the code is entered correctly.


Shipping

Q: Shipping Methods and Charges

PWS ships orders by standard ground delivery, unless a different shipping method is specified on your order. Shipping next day or 2nd day air is available on most items except on oversized and heavyweight items. Shipping costs will be based on the products purchased and your location and will be calculated at checkout.

Many items on our site qualify for Free Shipping when your cart subtotal is greater than our free shipping threshold stated on our website banners. There are some items in our catalog that are heavy or bulky and can't be shipped for free.

Occasionally, heavy or oversized items may incur an additional shipping fee based on the size and weight of the part. If required, a PWS representative will call you to discuss any additional shipping charges before your order is shipped.

Q: Shipping Cutoff Time

Our cutoff time is 3:00 PM Pacific. You must submit your order before the cutoff time so that we can process your order in time for the current day's shipment.

For express shipments (Overnight or 2-Day), please call for availability.

Q: Non-Continental U.S. Shipping Information

  • A $10 freight surcharge will be added to all orders to Alaska & Hawaii.

Q: International Shipping

International Shipping Now Available!

We have partnered with Bongo International to service our customers Worldwide!

Bongo International provides our customers with their very own US address. Once you have a US address, you will be able to make purchases with us as well as other US based online retailers. Bongo receives your purchases and logs them into their online system which you can use to view your items and consolidate them with multiple orders.

International customers can save up to 82% off typical international shipping rates by following these four easy steps:

1 Register with Bongo and receive a U.S. shipping address.
2 Enter the Bongo address as both your billing and shipping address.
3 Use the credit card that you have on file with Bongo as the payment method.
4 Once the order arrives at Bongo, log into your account to forward to your country.

If you have any questions, please feel free to contact Bongo through live chat or by e-mail. They will be glad to assist you.

Click Below to Get Started:

Q: Return Policies

Return and Exchange Policy

PWS will accept returns or exchanges within 90 days of purchase, except for special order parts and electrical or electronic parts or assemblies.


PWS Return Requirements:

  1. Parts must be returned to PWS within 90 days of purchase.
  2. All returns require proof of purchase.
  3. Returned parts or products must be in good condition in the original packaging. Parts that have been installed in a machine are not eligible for return.
  4. You must call (800) 800-4797 for return shipping information. Please have the following information when calling:
    1. Date of purchase and original invoice or order number
    2. Part number(s)
    3. Reason for return
  5. Electrical parts are not returnable.
  6. All shipping costs are the customer's responsibility on returned items. Shipping costs will not be refunded on returns.
  7. Special order and non-stock items will incur a 15% restocking fee.
  8. No returns on discontinued items.
  9. No returns on items shipped Internationally.
  10. Misused parts will be returned to the sender at the senders cost.

Shipping Address:

PWS, Inc.
Attn: Parts Returns
12020 Garfield Ave
South Gate, CA 90280

Q: Warranty Information

PWS provides a 90 day warranty on all laundry parts. PWS will repair or replace a defective part, or provide a full refund of the parts purchase price, on any part with defects in materials or workmanship.

If you have a defective part within the warranty period, please follow the returns procedure above to submit your warranty claim.

Q: Core Charges

Some items include a "core charge" because the old part needs to be returned to the manufacturer. If your part includes a core charge, we will contact you and provide you with an Return Material Authorization (RMA) to return the old part to us. When we receive the old part, the core charge will be refunded to you.


Privacy Policies

Q: Communications

If you select during the order process or at other times when you submit personally identifiable information, the information you provide may be used by PWS - The Laundry Company to create and deliver to you our newsletters, surveys or other communications containing product information. If you prefer not to receive such Communications, please do not select the ‘Please inform me option’. If you do select this option and later decide that you would no longer like to receive these communications, please use the features made available to you.

Q: Brochure Mailing List

If you have requested a PWS - The Laundry Company brochure, all information is kept completely confidential and is not shared with any third parties. We may, on occasion, send you an updated catalog or brochure. If you do not wish to receive any mail from PWS - The Laundry Company, please contact us via email Include your name and mailing address and email address. You will be removed from any future mailings.

Q: Communications to Serve You

If you have elected to provide us with your contact information, e.g., by registering at the Site, emailing our Customer Service department or placing an order, we may provide you with service related announcements concerning the Site or contact you regarding your customer service requests or your order. For example, all registered users will receive an email to confirm their order. These types of communications are necessary to serve you, respond to your concerns and to provide the high level of customer service that PWS - The Laundry Company offers its customers.

Disclosure of Personally Identifiable Information

We will never provide your personally identifiable information to third parties for their use in marketing their products or services to you without your consent. PWS - The Laundry Company takes great pride in having you as a customer and we will ensure your privacy as a customer. PWS - The Laundry Company does not sell or exchange names or any other information about our customers with third parties.

Q: Fraud Protection and Compliance with Law

We may disclose any information, including personally identifiable information, we deem necessary, in our sole discretion, to comply with any applicable law, regulation, legal process or governmental request. We may also exchange information, including personally identifiable information, with other companies and organizations for credit fraud protection and risk reduction.

Q: Service Providers

We may retain other companies and individuals to perform functions consistent with our Privacy Policy on our behalf. Examples include customer support specialists, web hosting companies, fulfillment companies (e.g., companies that fill product orders or coordinate mailings), data analysis firms and email service providers. Such third parties may be provided with access to personally identifiable information needed to perform their functions, but may not use such information for any other purpose.

Q: Special Events

If you elect to participate in any promotions, sweepstakes, surveys, questionnaires or other events during your visit to our Site, the rules or terms and conditions for those events may indicate that your personally identifiable information will be shared with third parties. By choosing to participate and submitting your personally identifiable information with respect to such events, you consent to disclosure of your personally identifiable information to such third parties.

Q: Business Transfers

As we continue to develop our business, we might sell certain of our assets. In such transactions, user information, including personally identifiable information, generally is one of the transferred business assets, and by submitting your personal information on the Site you agree that your data may be transferred to such parties in these circumstances.

Q: Cookies, IP Addresses, Pixel Tags and Tracking Technology

We may place a "cookie" on your computer's hard drive so we can recognize you as a return user and personalize your experience. A cookie is a piece of data that enables us to track and target your preferences. The cookie will be stored on your computer's hard drive until you remove it. We may also use temporary or "session" cookies to help you shop. These cookies will expire when you place an order. You can have your browser notify you of, or automatically reject, cookies. If you reject our cookies, you may still use the Site, but you may be limited in the use of some of the features. In addition, we may use IP addresses to analyze trends, administer the Site, track traffic patterns, and gather demographic information for aggregate use, as well as in combination with your personally identifiable information for credit fraud protection and risk reduction.

Similarly, when you visit this Site or view one of our emails, we may use pixel tags (also called "clear" gifs), tracking links and/or similar technology to note some of the pages you visit on our Site and personalize your experience. We may also use pixel tags to determine what types of email your browser supports. We may use the information collected through pixel tags, tracking links and similar technology in combination with your personally identifiable information.

PWS Laundry does recognize your ISP (internet service provider), however, we cannot identify you as an individual. If you make an on-line purchase we do collect information (such as sales statistics and traffic patterns) to help improve your shopping experience. We keep all information confidential.

Q: Use of Aggregate Information

We may use the information you provide in aggregate (non-personally identifiable) form for internal business purposes, such as generating statistics and developing marketing plans. We may collect, store or accumulate certain non-personally identifiable information concerning your use of the Site, such as information regarding which of our pages are most popular. We may share or transfer non-personally identifiable information with or to our affiliates, licensees and partners.

Q: Links

This Privacy Policy applies only to the information collected on this Site. Our Site may contain links to or from other websites and you should be aware that we are not responsible for the privacy practices of other websites. We encourage you to read the privacy policies of other websites linked to the Site.

Q: Security

PWS - The Laundry Company seeks to protect the security of your personal information both online and offline. All credit card transactions are secure. Every on-line order is encrypted and sent through a secure server, using SSL technology to prevent information from being intercepted.

Confidential information such as your credit card number will be used only to fulfill your order. To protect your privacy, we will ask you to enter your credit card number and expiration date each time you place an order with us. This way, even if someone else accesses the account information stored on your computer, they won't be able to use your credit card.

E-mail is not encrypted and is not a secure means to transmit credit card numbers. We will only display the last 4 digits of your credit card number on your account.

Q: Notification of Policy Changes

PWS - The Laundry Company reserves the right to revise this Privacy Policy in the future by posting changes at this location and we may make changes at any time without notification.

Q: Updating Personal Information

If you are a registered member at PWS - The Laundry Company, you can change your personal information at any time by updating your information at check-out.

Q: Contacting Us

We welcome your comments and questions about privacy. Please send email to web-inquiry@pwslaundry.com.

We are confident that your visit to PWS - The Laundry Company is secure and safe. However, you may choose to call us directly to place your order over the telephone. Please call Customer Service toll free at 800-800-4797.