FREQUENTLY ASKED QUESTIONS

Pricing

Pricing has been established to provide true savings. The product list shows the pricing available to you and is explained below:

  • MSRP - These prices are estimates of the retail value of its products. Actual retail prices are set by the dealer and may vary.
  • Employee Price - Your purchase price for shopping on the site.
  • Sale Price – A further reduction from the employee price (if applicable).
What is the return policy?

Our objective is to deliver quality appliances and services.

On a rare occasion where a customer is to return a product please call 1-800-361-1100 for return instructions.

RETURN OF CRATED PRODUCT

Definition

First class product is defined as working damage-free product that is in the original factory-sealed carton. Anything other than that is considered to be uncrated (see below).

** Please note that no uncrated product will be accepted for returns due to customer error (wrong model, color, size, product not wanted/needed, excess product or shipped too early).**

Policy

There may be certain circumstances that require the return of first class product. Mabe will accept such returns based on the following guidelines only:

Product must be a current production model. End-of- line product is a final sale and not returnable.

For returns due to customer errors (in model, color, size, product not wanted/needed, excess product or shipped too early), the customer will be assessed a 5% restocking fee and a transportation fee of $50.00 minimum or 20% whichever is greater.

For returns due to Mabe order errors or Mabe process such as errors in model, color, size, product unwanted or duplicate product or shipped too early, no charges apply. Mabe will accept the return, give full credit to the customer and absorb the transportation costs.

Timeline for crated returns: Consumer has 2 business days to notify Mabe of the return request.

Visible / Carton Damage

Carton damage is defined as any damage to the carton such as tears, cuts, creases, crushed appearance et cetera.

Timeline for damage to be reported: 1 business day

If a unit is received with a damaged carton, the customer must inspect the unit immediately to determine whether or not the damage extends to the unit itself. If the unit inside is not damaged, the customer should accept the unit. If the unit inside is damaged, the customer should call the sales order desk 1-800-361-1100 to report the damage within one business day of the delivery date. The sales order desk will not authorize any carton damage returns reported beyond one (1) business day of delivery.

RETURN OF UNCRATED PRODUCT

Definition

Uncrated or second-class product refers to any unit that has been removed from its original factory-sealed carton.

Concealed Damage

Concealed damage is defined as any cosmetic damage to the unit that was detected after uncrating it AND where no carton damage was visible.

Timeline for damage to be reported: 2 business days.

The customer is responsible for reporting any concealed damage to the sales order desk by calling 1-800-361-1100. Depending on the assessment of the damage, the Customer Service Specialist may refer you to our service department for a service call. If the Customer Service Specialist determines that a return is needed, units must be returned along with the original undamaged carton as proof of concealed damage. All parts, as well as use and care guides must be intact.

Functional Damage

If the appliance is not functioning (Dead on Arrival), the customer should call the Mabe Service Department at 1-800-361-3400 to inform them of the problem and they will promptly dispatch a service technician to inspect the unit and correct the problem.

Timeline for damage to be reported 5 business days.

Pick-up Orders

When picking up your order from a Mabe warehouse, carefully inspect the product to ensure there is no visible damage. If a scratch or minor dent is discovered once the appliance is in your home, the damage must be reported within one (1) business day of the pick up date by calling 1-800-361-1100.

Timeline for damage to be reported: 1 business day.

If any questions on the above please contact the Sales Order Desk at 1-800-361-1100.

Ordering Information

What are the charges for taxes?

You will be charged any applicable tax on your purchase. Companies selling over the Internet are required by law to collect taxes from consumers.

What is my "billing address"?

This address is the address that the credit card statement (for the credit card being used to make the purchase) is mailed to.

What Methods of Payment do you accept?

We currently accept Visa, Master Card, American Express & PayPal.

When will I be charged for my order?

Your credit card/PayPal account will be charged at the time of order through the web portal. After your appliance(s) has/have shipped, a hard copy invoice will be sent in the mail to the address the appliances were delivered to. This is not an invoice that must be paid as payment has already been received at the time of order. The invoice acts as a receipt for warranty purposes as it includes your date of purchase, model & serial number, etc. Please retain the invoice for your records as proof of purchase.

Delivery Information

What is the appliance home delivery process?

Shipping and Delivery Information

We are currently not able to accept or deliver orders outside of Canada.

A Home Delivery Agent will contact you the day before the requested delivery date, and will provide a four-hour delivery window. If you do not receive an appointment confirmation the day before, you may call the following number to check the status of your order: 1-800-361-1100

Delivery Orders

Please note that our Home Delivery Agents cannot deliver to all locations. If we cannot deliver to your location, you will be notified at the time you enter your postal code. In this case, you may choose to proceed with a pick-up order.

Uncrate & Place

Your appliances will be delivered to your home address. The packaging will be removed; the appliances will be inspected, then brought into your home and set in place. At this time, we do not offer installation, as our delivery agents are not qualified to do electrical or plumbing. Exceptions, we will not provide uncrate and place on barbecues. In these cases we will simply provide delivery to the home.

Delivery Tips

- Someone over the age of 18 must be available to meet the delivery crew and sign for your appliances. The delivery crew cannot enter your home unaccompanied.

- The delivery path must be clear of snow, ice, and debris, or the delivery may not be completed.

- Our responsible delivery team will take every precaution to be sure no damage occurs to your appliance or home.

- On the rare occasion your appliance arrives damaged please refer to our returns policy.

What is the charge for appliance home delivery?

Delivery charges are $65 for the delivery of up to 3 appliances (including accessories), and $15 for each additional appliance or accessory. Select Monogram appliances are subject to a $200 delivery charge per appliance due to the special handling and larger delivery team required. All delivery charges will be reflected in the Checkout under “Order Summary”. There is no delivery charge should you choose to pick up from one of our warehouses in Brantford, ON or Calgary, AB. See warehouse locations and contact information in the “Contact Us” section of the website.

Will you take away my old appliances?

We will take away your old appliances in certain areas as we expand our services, after adding an appliance to your "Shopping Cart" you will have the opportunity to order the additional service for us to remove and dispose of your old appliance for $15 per unit.

What other appliance services do you offer?

We offer the following additional services:

Refrigerator door swing reversal - l for all top freezer and single door bottom freezer refrigerators for $20 per unit.

Front load laundry stack – stacking the front load dryer on top of the front load washer for $75 (a front load washer, a front load dryer and a stack kit must also be in your cart for this service to appear)

Front load pedestal installation – attaches pedestals to a front load washer and dryer pair for $75 (a front load washer, front load dryer and 2 pedestals must be in your cart in order for this service to appear)

Warranty Information

Where should I go for service covered under warranty?

An authorized Customer Care Technician provides all warranty service. Please call 1-800-361-3400 to schedule an appointment.

Contact Us

For questions regarding your order, please contact us:

Phone: 1-800-361-1100

Email: [email protected]

If you have placed an order for pick up, please call warehouse you are picking up from a minimum of 2 hours prior to arriving to pick up your order.

MABE/GE Brantford Warehouse
35 Bosworth Crt
Brantford, Ontario
N3S7Y3
519-759-0450, Press 1
Pick Up Hours: Mon to Fri: 7:30am – 9pm Sat & Sun: Closed

Calgary Warehouse
4441 – 76th Avenue S.E.
Calgary Alberta
T2C 2G8
Phone # 403-234-0142
Pick Up Hours: Mon to Fri: 7:30am – 7:30pm Sat & Sun: Closed