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Frequently Asked Questions

  • How do I purchase Town items?
  • I am a restaurant equipment dealer. How do I become an authorized dealer of Town products?
  • How do I schedule a service call?
  • What is the lead time for custom or made to order equipment?
  • Who is my local sales representative?
  • How do I get more information on Town items?
  • Where do I get technical support?
  • Does Town do demos on cooking equipment?
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  • 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 us at customerservice@townfood.com for a recommended dealer in your area.
  • I am a restaurant equipment dealer. How do I become an authorized dealer of Town products?

    Please contact us at customerservice@townfood.com for further assistance.
  • How do I schedule a service call?

    Field warranty service is only available for heavy equipment. If this 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. Email customerservice@townfood.com for heavy equipment warranty claims. If it is covered under warranty and parts are needed, we will ship the part to the end user free of charge. They must then call us 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.

    We have a mail in warranty for our rice cookers and rice warmers. There is no field service available and no loaner program. In order to initiate a mail in warranty, email liana@townfood.com with the model number, serial number, PO# (if available), and a brief description of the problem. 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 warranty details.

  • What is the lead time on a custom equipment order?

    Lead times can 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 customerservice@townfood.com 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 local sales representative.
  • How do I get more information on Town items?

    Please contact us at customerservice@townfood.com for further assistance.
  • Where do I get technical support?

    Please visit our document center for parts lists, and more.  You can also email us at customerservice@townfood.com or call us at 718-388-5650.
  • Does Town do startup or demos on cooking equipment?

    Demo is not included in the price of the equipment. Please contact us at customerservice@townfood.com for more information.
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