Frequently Asked Questions

General Questions
Shipping Information
Privacy Information
Return Policy
Payment Information
Order Information

GENERAL QUESTIONS

How do I locate a product in the Mac-Gray Parts Store?

Parts available for sale through the Mac-Gray Parts Store are grouped by Brand and Part Type, allowing you to find the products that meet your commercial laundry needs. To browse, begin by clicking one of the brand links in the sidebar navigation, then select the desired category to view all applicable items. You may also find products on the site using our search function located on the Parts Store homepage and in the sidebar navigation. The site search function allows you to enter a keyword or phrase (i.e. Belt) listing all products that match, or search by a specific part number.

Do the parts from Mac-Gray come with a warranty?

Mac-Gray transfers parts warranties in accordance with each manufacturer or vendor's policies. For questions about the warranty on a specific part, please contact our Parts department.

Who do I contact if I have questions?

To speak with a member of the Mac-Gray Parts Department, please call 1-877-587-2851, or visit the Contact Us page and complete the online form.

SHIPPING

How will I be notified when my order ships?

When your order ships you will receive an acknowledgment via Email that confirms all of the details of your order and the date it shipped. This acknowledgment will include the items ordered, price, sales tax, shipping & handling charges, carrier tracking number if applicable and any information regarding items that may be unavailable.

How are Mac-Gray Parts Store orders shipped?

Mac-Gray utilizes UPS for all domestic shipping unless otherwise indicated.

What are the shipping charges?

Shipping charges are calculated based on weight, delivery distance and requested delivery speed. Oversized or heavy items are subject to an additional charge, indicated on the product page.

When are orders shipped?

Orders are processed pending credit card verification and authorization. Upon approval, orders submitted by 3 pm EST will be shipped the same business day.

Where do we ship?

Mac-Gray ships to all 50 United States.

Can I track my package?

Please reference the shipment confirmation email you received indicating carrier tracking number if applicable and instructions for tracking.

PRIVACY

How does Mac-Gray protect my privacy when ordering through the Parts Store?

Mac-Gray values our customer's privacy and has made security a priority in our online shopping experience. Customer information, including purchase history, shipping information, and billing details, are treated confidentially and will never be distributed, sold to, or exchanged with any third parties.

In addition to we utilize Secure Sockets Layer (SSL) software to further ensure safe shopping. The industry standard for secure online transactions, SSL encrypts all of our customer's personal, shipping, and billing information, so that it cannot be read as it is transmitted.

For more information about Mac-Gray's commitment to our customer's privacy, please read our Privacy Policy.

PAYMENT

What methods of payment does Mac-Gray accept?

The Mac-Gray Online Parts Store accepts most major Credit Cards. We honor Visa, MasterCard, American Express, and Discover Card.

Does the Mac-Gray Parts Store charge taxes?

Applicable state taxes will be charged accordingly. You are responsible for any present or future sales, revenue, excise, or other taxes applicable and such taxes shall be added to the purchase price.

When is my credit card charged for the order?

Your credit card will only be charged when the order ships from the Mac-Gray warehouse.

RETURNS

What is Mac-Gray’s return policy?

Mac Gray 30 Day New Parts Return Policy Guidelines

  1. Returns to Mac Gray must be requested within 30 days of invoice.
  2. A Return Materials Authorization (RMA) number is needed for all returns
  3. Call 877-587-2851 or email parts@macgray.com
  4. Information need for RMA #;
    • Date of purchase and original invoice number
    • Part number (s)
    • Reason for return
    RMA will not be issued without complete information. All parts returned without a RMA will be returned to the customer at their expense.
  5. All parts not in NEW condition will not be credited. The customer will be contacted and the part(s) will be returned to the customer.
  6. All shipping cost is the customer’s responsibility.
  7. All common stock parts returned within 30 days are subject to a 15% restocking fee, unless parts were damaged or Mac-Gray is responsible for the return.
  8. Items subject to a higher restocking fee are Special Order and Non-stock items.
  9. All returns are subject to management approval.

ORDERS

Can I cancel my order once I place it?

Yes – please call the Mac-Gray Parts Department at 1-877-587-2851.

Can I change my order once I place it?

Yes – please call the Mac-Gray Parts Department at 1-877-587-2851.

Can I check my order status online?

If you have registered an account with Mac-Gray's Online Parts Store, please log in and visit the "Order Status & History" section to review your order status. If you have not yet registered an account, please consider doing so at the time of your next purchase to take advantage of features including "Order Status & History."

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