General FAQ

Find the answers you’ve been looking for.

How do I purchase town items?

Town sells its items to the public through its network of over 2000 dealers. Town products can be found both online and in brick and mortar stores around the world. Please contact your local sales rep for a recommended dealer in your area.

For restaurant dealerships that have an account with Town, purchase orders may be emailed to PO(at)townfood.com.

I am a restaurant equipment dealer. How do I become an authorized dealer of town products or place an order?

For restaurant dealerships that have an account with Town, purchase orders may be emailed to PO(at)townfood.com.

Restaurant equipment dealerships are welcome to apply for an account with Town.  Those that qualify for distributor status can fill out our new account form and return it to customerservice(at)townfood.com.  Please also provide your W9 and resale tax certificate.

Can I purchase from Town if I'm not a distributor?

While we appreciate your inquiry, Town’s objective is to service the industry through our distributor network only.  You may contact your local sales representative for more info on where to purchase our products.

What is the product warranty?

  • Heavy equipment – 1 year limited warranty
  • Commercial rice cookers – 2 year limited mail in warranty
  • Commercial rice warmers and household rice cookers – 6 month limited mail in warranty
  • Electrical appliances – 3 month mail in warranty
  • Smallwares and rice containers – 1 month replacement warranty for manufacturing defects only

Please see our warranty page for further details.

How do I schedule a service call to repair a range?

Initiate equipment repair requests by filling out our repair request form.

Field warranty service is only available for heavy equipment. If the issue is warranty related, Town will need to give approval before any work is done. Invoices for unapproved work will not be honored. Service is covered during normal business hours- Monday to Friday 8AM to 6PM. If it is covered under warranty and parts are needed, we will ship the part to the end user free of charge. Town must be contacted so we can initiate the service call.

In instances of claims which we do not believe are covered, the end user or dealer must call in their own service company. If the service report indicates that it is covered under warranty, it will be reimbursed at the standard labor rate. This is at Town’s sole discretion.

Please see our warranty page for further details.

How do I get warranty service for a rice cooker or rice warmer?

Initiate equipment repair requests by filling out our repair request form.

We have a mail in warranty for our rice cookers and rice warmers. There is no field service available and no loaner program.  The unit must be shipped prepaid back to us for repair. The original packaging must be used if available. Town is not liable for shipping damage due to insufficient packaging. We will evaluate the unit when it is received. If the malfunction is covered under warranty, it will be repaired and shipped back at no charge.

Please see our warranty page for further details.

What is the lead time for custom or made to order equipment?

Lead times typically vary from as little as 1 week to as much as 10 weeks depending on the complexity of the order and current shop load. Please contact us for current lead times. Expedited orders options may be available.

Who is my sales representative?

Please visit our sales rep locator page to find your nearest sales representative.

Where do I get technical support?

Please visit our document center for manual, parts lists, and more. Heavy equipment and electrical appliance product pages each have an FAQ section.  You can also contact us for more information.

Does Town do demos on cooking equipment?

Demos for Town’s heavy equipment can be performed by a Town representative. The cost of demo is not included in the price of the equipment. Please contact us  for more information.

Do you have minimum order amounts?

For “Rickshaw Pack” dealers: no minimum. For other dealers, orders under $50 net are subject to a $15 small order fee. Please see our terms and conditions page for more information.

What should I know about Town's pricing?

Items are quoted FOB factory unless otherwise noted. Prices subject to change without notice, although Town will endeavor to provide price list updates 30 days in advance. A regular price list update is scheduled for January 1st of each year. For certain items, quantity price breaks available. Please see our terms and conditions page for more information.

What is the return policy?

Returned merchandise is subject to a restocking and handling charge of 20% charge or more. Returned merchandise must be shipped freight prepaid only after obtaining a return goods authorization number (RGA #) from our customer service department. Merchandise returned without authorization will be refused. Merchandise that has been invoiced for more than 30 days, equipment, and special orders may not be returned. Parts may not be returned. Please see our terms and conditions page for more information.

What happens to back ordered items?

Town reserves right to cancel back ordered items or shipped with freight charges added.  Please see our terms and conditions page for more information.

Do you have a free (prepaid) freight program?

Smallwares and rice cooker orders without special pricing that are at least 2500 USD net are eligible for free freight to the continental USA. Back orders may be cancelled or shipped with freight charges added. Special and custom items may not qualify for prepaid freight.  Please see our terms and conditions page for more information.

What are Town's terms of sale?

Please see our terms and conditions page for more information.

Don’t see your question?

Send us a message through our contact form and we’ll be happy to assist you.

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