Policies

• Pickups must be scheduled in 15-minute windows to ensure staff is present and available to load units safely.
• Customers may not load units themselves and must bring their own means to secure their load (e.g., straps).
• Customers or agents picking up merchandise must present a photo ID.
• Merchandise will only be released to individuals whose name is on the invoice and verified with a photo ID.
• Customers or agents transport all merchandise at their own risk, using their own secured transport materials.
• All products are inspected before transport and do not qualify for return or damage discounts after the product is released from the warehouse or store.

Customers must properly install all power cords and wiring, water and drain hoses, ensure proper ventilation (for dryers), and balance and level all units to ensure proper operation.

Customers must provide a valid government-issued ID (such as a driver's license or passport) that matches the name on the payment card used for the purchase.

Customers must provide a copy of their government-issued ID to our Customer Solutions or Delivery Team at time of delivery or pickup, along with the card used to make the purchase. Failure to do so will result in cancellation.

Unlike most appliance retail stores, we include all necessary hookups for installation when a customer opts for our delivery and installation services. All hookups are in brand new condition with the exception of dryer and range power cords, which may be in either New or Certified condition. We provide ONLY the standard hookups listed below:

• 4' standard washing machine water hoses
• 3' (4" diameter) flex vent hoses
• 4' 30-amp dryer and range 3-prong or 4-prong power cords
• 3' gas lines

The customer must be present at the time of delivery and must provide a valid government-issued ID matching the name on the purchase order. If the customer is unable to provide a valid ID, we reserve the right to refuse delivery.

• We are able to hold items in our storage at no cost to the customer for the first 14 days.
• Storage fees of $2 per unit per day will apply after 14 days.

The following fees apply in the event a product is returned or an order is cancelled due to any reasons listed in the "Customer Requirements Prior to Day of Delivery":

• 25% restocking fee (this includes the 5% refund processing fee)
• Previously collected delivery and travel fees are non-refundable

In the event a product is returned and service is rescheduled due to any of these reasons, the customer will incur additional travel and delivery fees.

Installers must be able to commence the installation within 5 minutes of arrival. Failure to do so will result in rescheduling and the inclusion of rescheduling fees. An automated text message will be sent to notify you when the installers are on their way.

1. Connections: Confirm that your appliance connections are either gas (natural or LP) or electric. New gas line installation and drain pans for multi-floor washer installations (service not provided by Frontline) are mandatory. If the designated space or connections need replacement, repair, or do not meet installation requirements, appliances will not be installed or connected. Frontline Appliances will not be responsible or reimburse for any required modifications, product, property, existing faulty/old connections, or damage costs.
2. Measurements of Pathway & Designated Space: It is the customer's responsibility to measure the exact cutout size (H × W × D) required for the appliance and confirm it fits according to the product guide dimensions. The customer should also inspect existing cabinets, walls, baseboards, flooring, doors, counters, plumbing, and electric connections that could hinder the installation. Measure and inspect all interior and exterior doorways, passageways, and stairways to ensure the appliance can be safely transported. Products should not be disassembled (except for refrigerator/freezer doors) or lifted/carried over obstructions such as kitchen islands, walls, shrubs, or furniture.
3. Appointment Scheduling: Scheduling will not take place until units and services are fully paid for. Any additional requests made after the initial delivery, installation, or drop-off is completed (such as door swing reversals, icemaker installations, and laundry stacking) will incur additional delivery or installation charges and will require rescheduling.
4. Cancellations & Rescheduling: If a scheduled installation is dropped off and not installed on the initial scheduled date, an additional delivery charge will be applied. Cancellations and reschedules must be requested by 5 PM prior to the date of service. Failure to cancel or reschedule by this time will result in a $40 fee.
5. Signer: The person making the purchase, or an authorized representative who is at least 18 years old and approved by the purchaser, must be present at the delivery site to accept the terms and conditions and verify that the merchandise is undamaged and in good condition.

We deliver your unit to the nearest location to the final installation site and stage it in an area prior to any of the following conditions:

• Entryways, passages, or gates with insufficient dimensions where the unit does NOT fit without requiring removal of any components of the unit and/or removal or modification of gates or doors.
• If the route to the installation site includes more than one (1) 6-inch step.
• If transporting the product includes the possibility of damaging walls, decorations, or any other features of the home.
• Any maneuvering of the product reasonably requiring more than one person to accomplish (e.g., rough terrain, gravel, loose dirt, etc.). Customers may not attempt to assist our installation team due to liability.

We will bring your unit inside the home and connect it to any appropriately designated existing fixtures (wall outlets, water supply, and/or vent ducts) using our provided standard hookups. Any installation requiring hookups other than our standard provided hookups must be purchased and provided by the customer and must be available to the installers at the time of installation.

• Customer must ensure there is a clear pathway to and from the installation site.
• Pets must be secured for safety.
• Installation site must be 100% ready for unit installation.

Customer may request the product be left inside (provided that installation fees have been previously paid for) without full installation. In this event, customer may install themselves or may request installation service to take place another day for an additional fee.

If a customer needs to cancel or reschedule their appointment, they must do so by 5 PM prior to the date of service. Failure to cancel or reschedule by this time will result in a $40 fee, plus any applicable travel fees. This policy applies to all service types, including repairs, deliveries, and installations.

Warranty coverage begins on the date of purchase shown on receipt. Warranties are limited to the appliance ONLY and will not extend to any collateral or peripheral damage, loss, injury, economic or otherwise, that may result from the operation, installation, or failure of the appliance. Warranty does not cover power surge effects.

Parts & labor are 100% covered — there are NO DEDUCTIBLES when installed by Frontline Appliances. Repairs will be conducted at the sole discretion of Frontline Appliances. Replacement parts may be in Used, Remanufactured, or New condition, and are verified upon installation to function properly.

We guarantee a three (3) business day visit for all warranty service appointments, with the exception of non-cooling refrigerators which are considered emergent and are therefore guaranteed a next business day appointment.

In-home warranty repair services are limited to 19 miles from our place of business (1420 S Alvernon Way, Tucson, AZ 85711) at no charge. Warranty repairs for products outside the 19-mile area may be serviced but will incur corresponding travel fees. Customers outside the operating area can also elect to bring their products into our workshop at their expense for in-shop repair.

If we can't fix it, we will replace it. Replacement may be a New, Open-Box, or Refurbished product, within reasonably comparable features and value and subject to customer approval. Any price difference between the originally purchased product and the replacement product is paid for by the customer or refunded (all refund amounts are subject to a 5% processing fee). A new warranty term will begin on the date of receipt of the replaced product.

Any remaining warranty coverage is transferable to the new owner of the same product(s) and subject to the same terms and conditions.

For a smooth service appointment, it's essential to have your unit prepared for diagnosis, with all necessary utilities in place and the site accessible. Failure to do so may necessitate rescheduling, along with associated cancellation and potential travel fees.

If a customer needs to cancel or reschedule their appointment, they must do so by 5 PM prior to the date of service. Failure to cancel or reschedule by this time will result in a $40 fee, which must be paid before further services can be provided.

Customers purchasing brand new appliances are automatically entitled to the manufacturer's warranty provided by the original appliance manufacturer. All claims associated with defects, repairs, or malfunctions covered under the manufacturer's warranty must be initiated directly through the manufacturer. Frontline Appliances LLC does not handle the processing of claims related to the manufacturer's warranty.

For customers who opt for additional protection, Frontline Appliances offers an extended warranty. This extended warranty coverage becomes active only upon the expiration of the manufacturer's warranty and provides an extended period of coverage, safeguarding specific components, parts, and labor beyond the original manufacturer's warranty period. The terms and conditions of the extended warranty coverage by FLA are detailed in the "Warranty — Open-Box & Refurbished Appliances" section above.

• A warranty repair will be required to address the defect. Customers must schedule a service appointment.
• If a repair is not possible, we will discuss available solutions, including a replacement or return.
• If a warranty repair cannot be completed due to parts unavailability, a full refund will be issued.
• If a customer prefers to return the product instead of scheduling a warranty repair and is within 14 days, they are eligible for a return with applicable restocking fees.

If a product is not defective but does not meet your needs, you may return it within 14 days of purchase under the following conditions:

• A 20% restocking fee applies.
• A 5% processing fee applies for all credit/debit card refunds.
• The product must be unused, free of cosmetic damage, and in its original packaging.
• Customers are responsible for return shipping costs.
• Customers must either bring the unit back themselves or pay for pickup if requested.
• Special orders are non-returnable. (Special orders are items ordered from distributors specifically to fulfill a customer purchase.)

• If a product is damaged by the customer, it cannot be returned or refunded.
• Products will be inspected upon return to verify their condition.

The following service-related fees are non-refundable:

• Delivery
• Installation
• Haul-away
• Warranty service visits
• Other service-related charges

• All refunds will be issued to the original payment method used for the purchase.
• Refunds for credit/debit card purchases are subject to a 5% processing fee and should be received within 14 days.
• If financing was used, the refund will be sent back to the financing provider.
• All other payment methods (cash, check, cashier's check) will be refunded by check.
• For any questions about our return policy, please contact us at 520-519-9903.

All customers are required to pay the $150 service fee and any applicable travel fees 48 hours prior to their scheduled service date. This helps us allocate our technicians' time and resources appropriately, and avoid any delays or cancellations that may affect other paying customers.

We provide a comprehensive one-year warranty for all parts and labor associated with our appliance repairs. This warranty specifically covers the same issue that was initially addressed. Any new issues that may arise after the repair are not covered under this warranty.

Once the parts are installed, they are non-refundable. However, if you encounter any problems with the installed parts or experience a recurrence of the same issue within the one-year warranty period, please contact us for assistance.

For a smooth service appointment, it's essential to have your unit prepared for diagnosis, with all necessary utilities in place and the site accessible. Failure to do so may necessitate rescheduling, along with associated cancellation and potential travel fees.

If a customer needs to cancel or reschedule their appointment, they must do so by 5 PM prior to the date of service. Failure to cancel or reschedule by this time will result in a $40 fee, which must be paid before further services can be provided. Failure to pay the cancellation fee may result in the customer being unable to receive services from us in the future.

• If canceled before any service is rendered: A full refund will be issued.
• If canceled after the first service visit — Annual Payment Option: A 50% refund of the total payment will be issued, reflecting the unused service.
• If canceled after the first service visit — Semi-Annual Payment Option: No refund will be issued, as the first payment covers the initial service. The second payment will not be charged if the plan is canceled before it is due.
• Customers must submit a cancellation request prior to renewal and before the first service visit of the new plan year to avoid being charged again.
• Once canceled, no further discounts, service benefits, or scheduling privileges apply.

Frontline Appliances is not responsible for:

• Damages due to misuse, neglect, or improper installation.
• Failures related to plumbing, electrical systems, ventilation, or structural conditions.
• Appliance issues caused by rodents, insects, or environmental conditions.
• Failures unrelated to the maintenance work performed under this agreement.