Frequently Asked Questions
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User Registration
- What is the registration process?
Start by clicking 'Sign In / Register' and complete the form for first time registration.
1. An email will be sent to verify the users email address.
2. Verify the email. If the email is already linked to an account, it will result in an error and you will need to reset the password for the account tied to your email, use a different email, or call customer service for further assistance.
3. Once verified, a Customer Service team member will review your application and assign you to an Organization (company) within 24-48 hours. After assignment and approval, you will receive an email of approval.
4. Follow the approval email details to set your password and login.
I am not receiving the registration step emails. What should I do?
Check all Spam, Promotion, or Other email boxes. The sender name and address is Hussmann Performance Parts, [email protected]. If no emails have been received, please call customer service for further instruction Phone: 855-487-7778
I need to update my password (Forgot Password or Proactive Password Change)
Forgot Password: Click on Sign In/Register. Click on the "Forget Password" link. Follow the steps to complete the process.
Proactive Password Reset: Sign In to your account. Go to "My Account" by clicking on your name in the top right. Scroll down to "Password" and then follow steps to reset the password.
I need to change my payment method on file or add a payment method type (Account or Credit Card)
To change or add an Account Payment Method or to be able to pay with a Credit Card, please contact customer service for that chance.
If already available to pay with Credit Card, to add a new card, just go through checkout and add the card at payment details. The card token will be stored for future use.
Search
- Part Availability on the SAP Storefront: As a user, I cannot find the part I need.
Be sure the part number is correct. If there are any letters or zero's in front of the part number, be sure to include those as well. Try an alternative description or keyword. If it still does not produce a result, please contact customer service at our help options below.
Phone: 855-487-7778 | Email: [email protected]
Serial # search not returning any results!
Be sure your serial number is correct. If there are any letters or zero's in front of the serial number, be sure to include those as well.
Serial # is found, however only returns a subset of total BOM parts.
Our new search based on Serial # will only produce results that are purchasable online. If a part requires configured options, is not available for sale, or part of a certain list of categories not available online, it will not show up in the results.
These parts must be ordered directly through a customer service representative.
Phone: 855-487-7778 | Email: [email protected]
The Serial # Bill of Material (BOM) lookup tool is no longer available? Why not?
Our new AI Search is a universal, targeted search that allows both Part #, Part Description or Serial # to be entered. The results will be based on those searches. To find parts associated with a serial #, enter the full serial number in the search bar. The results will be those parts purchasable online associated to that serial number. To further refine, use the filtering on the left hand side of the search result or narrow your search with Serial + Keyword. For example: "C1170314 motor".
The Order # lookup tool is no longer available? Why not?
If all you have in your order #, please call customer service and work through the Parts team to identify your part needs.
Phone: 855-487-7778 | Email: [email protected]
Part Availability
- How can I get a full shelving order if you only have single option class (color) as an option? I want all the shelving, brackets, PTM, etc.
- Call or email customer service with your requirements and we will create the order directly into our ERP system.
- Who do I contact if I cannot find my part in the catalog?
- Call 855.HUSSPRT (855.487.7778) to speak to your Hussmann Performance Parts Representative for all your refrigerated display case parts needs.
Pricing
- I'm shopping from Canada—how do I view prices in CAD instead of USD?
- To see product pricing in Canadian dollars, simply head to the top right corner of the website and click the currency selector (defaulted to USD). From there, choose CAD to make sure you're browsing (and checking out) in the correct currency—no conversion math required.
Shipping
- Shipping charges return “not available at this time.” Why has this occurred and what are my options to proceed?
When this situation occurs, it is likely due to the following reason:
A shipping estimate could not be generated as the total order weight, including items and packaging, exceeds 200 pounds. What if my order does not have any parts over 200 lbs?
If this is the case, it is likely that the parts in the cart do not have accurate weights and therefore the shipping solution is providing an error.
Requested Shipping Change: For an already submitted order online, customer requests a shipping method change.
If you have submitted your order, and require a change to your shipping method, please contact our customer service team immediately to review your options. Contact via phone is best at (855-487-7778).
Requested Shipping Change: customer calls or emails for a shipping method change and has not submitted the online order.
If you have NOT submitted your order, and require a a shipping method not listed in checkout, please contact our customer service team to review your options. Contact via phone is best at (855-487-7778).
Why can’t I order a 12’ft coil online and get shipping & handling charges?
A 12ft coil, crated, will weigh over 200 lbs gross (part + crating + Skid) and therefore shipping charges will not be available to the user on the website due to the 200 lb gross weight threshold for LTL shipments. You can continue checking out and Ground shipping shipping & handling charges will be added at the time of invoice.
Color Chart
- Where are samples of the actual colors for my color configuration selection?
Model / Serial Location
- Where do I find my model and serial number?
For most models, the Model/Serial Number plate is affixed to the front left corner of the case inside the return air channel. Direct a flashlight through the return air grille to locate the serial plate. Please refer to your case Installation and Operation Manual for the for the specific location.
To find your case model information, please refer to: https://www.hussmann.com/support
What format should I use for entering my serial number?
Serial numbers range from 6 to 16 digits and letters long. Please enter any leading 0s (zeros) and without "-" for best search results.
Order Process
- What documents will I receive when placing an order?
- Hussmann automatically generates a Sales Order Acknowledgement and Shipping Notification when the order is processed through our internal application. You will receive a copy of both notification via email.
- Are there current geographic considerations for placing orders online?
- The Hussmann Parts E-Store can only process orders with valid ship to addresses in the United States. Canadian customers can request quotes for purchase orders. All international orders must be submitted via telephone to 855.HUSSPRT (855.487.7778) or via email to [email protected].
Payment
- Who do I contact if my credit card information did not go through?
- Call 855.HUSSPRT (855.487.7778) to speak to your Hussmann Performance Parts Representative.