Frequently ask questions

What are your office hours?

Our office hours are:
Monday thru Friday
8:00 AM – 5:00 PM EST


What information do I need to have before ordering parts for my case?

You will need to have the following information handy when ordering parts:

  • Name and Address of Purchaser
  • Shipping Address (if different from above)
  • Phone and Fax Number
  • E-Mail address (if available)
  • Customer ID Number (if issued)
  • Model and Serial Number of Case(s)
  • Service Parts Order Number
  • SMPW Stock Number or OEM Part Number
  • Quantity
  • Length
  • Color

I need to order parts for a case that is still under warranty. What do I need to do?

Warranty Issues on Cases are handled by the Original Case Manufacturer.  If you feel your Display Case Parts are under warranty from the manufacturer, please contact them.  SMPW will, however, assist you in any way possible.


I just got my service parts order and it appears to be damaged. What do I do?

A claim for obvious damage must be noted on the freight bill or express receipt and signed by the carrier’s agent, otherwise the carrier may refuse the claim.  SMPW should be contacted within 48 hours of receipt of damaged parts.  If damage is not apparent until after the parts are unpacked, retain all packaging materials and submit a written request to the carrier for inspection within 15 days of the receipt of all parts.


What if I get my shipment of service parts and I think something is missing?

Just give us a call or send us an e-mail as soon as possible.  Any claim for lost items must be made within 72 hours of receipt of equipment.


Can I have my shipment sent freight collect?

If you would like your merchandise shipped freight collect just forward us your Carrier Shipper Number.  Your shipper number will be kept confidential and filed with your account information.  Please specify your requirements on all orders.


Do you accept credit cards?

Yes. We accept Visa, MasterCard, American Express and Discover
When placing an order what kind of shipping options do I have?
We primarily ship parts using UPS Ground Service.  All orders will be shipped from our facility in Mountaindale, NY using UPS Ground Service unless otherwise specified.  We also offer the following alternative shipping methods for your convenience.  
If you would prefer an alternative shipping method please specify when ordering.

  • UPS Next Day Air – Orders must be received by 12:00pm EST to assure morning delivery
  • UPS 2nd Day Air – Orders must be received by 12:00pm EST to assure second day delivery
  • UPS 3rd Day Select – Orders must be received by 12:00pm EST to assure third day delivery
  • Ground Freight
  • Air Freight – Regular Air and Air Deferred (3-5 days)

   * Note Certain areas define AM delivery as all day


Do you have a minimum order price?

Please keep phone and fax orders to a minimum of $30.00.   Expedited shipping and orders placed on www.smpw.com have no minimum order requirements.


What is a customer number?

Each customer is issued a customer number that allows us to easily process your order and gives us the ability to reference parts you have ordered in the past.  Please provide this number when placing orders.


How can I tell which side of the case is the left and which side is the right?

Some of our parts are specific to the left or right hand side of the case (eg. Ends).  If you are facing the case, the left hand side of the case is to your left and the right hand side is to your right.  When ordering be sure to specify which side of the case you are ordering for (if applicable).  If there is any confusion about what parts you need please give us a call.  Our Service Representatives are trained to ask the right questions to ensure the parts you order are the parts you need.