Return & Exchanges

We understand customers need to know that if they are not satisfied with a product, it can be returned or exchanged. Orville's will work with each customer to authorize a return if we can return the product to the manufacturer for credit or replacement. Should you require manufacturer approval, we will be happy to assist you with phone numbers and copies of invoices as necessary.

Returns:

• Returns of any kind will be handled on a case‑by‑case basis. Returned items may be subject to a 50% restocking fee.
• Any unopened and unused product may be returned for a full refund or exchanged as long as you have requested and received a return authorization. Please click here to request authorization.
• Any item returned to us without prior authorization will be subject to a 50% restocking fee.

Exchanges:

We will be happy to authorize a return for an exchange on any product as long as it can be restocked or returned to the manufacturer for reimbursement. If the product is defined as returnable in the previous sections, please click here to obtain approval.

If You Are Dissatisfied with Your Product:

• Products that are not defective but not to the customer's liking are subject to the Returns/Exchanges Policy as stated above within 7 days of delivery as long as the merchandise is in new, unused condition.
• The item cannot be stained or scratched and must include all instruction manuals and documentation shipped with the product.
• The product and packaging must be in the exact same condition as when it was received by you.
• The customer is responsible for any return shipping costs.

If You Receive a Defective Product:

• All merchandise sold by Orville's Home Appliances is covered by a Manufacturer Parts & Labor Warranty and/or an Orville's Preferred Service contract if purchased.
• If the item is found to be defective after delivery, our Service Department will provide factory‑authorized service to correct the problem.
• All warranties are between the manufacturer or service plan administrator and the end user customer. Orville's Home Appliances does not make any expressed or implied warranties.
• Refunds or Exchanges on defective products will be handled on a case‑by‑case basis and will not be processed without Manufacturer authorization.
• Any Cosmetic Damage to your product must be reported within 48 hours of taking possession of the product in order to be covered by our policy.
• Please review your warranty immediately upon receipt of your merchandise.

Built In Appliances & Special Order Merchandise:

• Any appliances not listed in our online store as well as most built in appliances such as cooktops, wall ovens, hoods, etc., are considered special order items. Some of these are custom made to order. This merchandise is considered Not returnable.
• If such an item is authorized for return, it may be subject to a 50% restocking fee.
• All returns must be returned in the original factory packaging and must receive prior authorization as described above.
• In the case of hidden factory damage or defect, Orville's will assist you in every reasonable way in accordance with the manufacturer's warranty to resolve the problem.

To Obtain Return Authorization:

• If, after reading the above terms, you believe you qualify for a product return authorization, please submit a Return Authorization Request by clicking here.
• You'll need to know your product's model and serial numbers, the date it was delivered, your original invoice number, and the names of any service companies other than Orville's that may have looked at your appliance.
• All returns must be returned in the original factory packaging and must receive prior authorization as described above.

Retailer & Manufacturer Warranties

Orville's Home Appliances is an Authorized Retailer of every product we sell.

• Our appliances and accessories are purchased directly from the manufacturer or an authorized manufacturer distributor.
• All appliances can be serviced under the manufacturer's warranty by our Service Department or any other authorized repair service company in the USA.
• All authorized dealers receive the proper training and information on current products to help the consumer make an educated buying decision.

Shipping Policy / Delivery Policy

Orville's offers professional, certified in-home delivery to Buffalo, Rochester, NY, and surrounding counties (Erie, Niagara, Orleans, Genesee, Monroe, Livingston, Wayne, Ontario, Wyoming, Chautauqua, Cattaraugus, Yates, Steuben, and Allegany). We provide next-day delivery seven days a week to several areas..

Online Customers will be contacted within 2 hours of placing your order during normal business hours. The initial contact will be an email so please check your SPAM folder.

If you need Next Day Delivery or Immediate Pickup, please do not purchase from our online store. Instead, contact one of our retail locations directly to finalize your purchase.

Delivery Hot Line:

• Phone: 716-601-0610 or 585-236-1356 and select option 3.
• Hours: We're available seven days a week from 8:00 AM - 5:00 PM.

Delivery Options:

Orville's is pleased to offer the following delivery options to our customers:

• Drop-Off Delivery

  Orville's will make sure your purchase is carefully unloaded from the truck and brought to your garage or driveway.

• In-Home Delivery

  Orville's will deliver your purchase(s) into your home and remove or relocate your old appliance.

• Customer Pickup

  Choose this option if you wish to pick up your merchandise.

  • In‑Store Pickup

    Typically, in‑stock items are available after 4:00 PM 2 to 3 days after you receive your confirmation call from us. Your exact pickup date will be provided during your follow‑up call.

  • Warehouse Pickup

    In‑stock items are available for immediate pickup following your confirmation call from us.

  • Please Note

    Orville’s stores are showrooms for delivered products and lack the necessary equipment, like a loading dock or forklift, to handle large, heavy items such as refrigerators, washers, ranges, ovens, or freezers. Due to the size and weight of these items, store staff will not be able to assist with loading. We recommend picking up larger items at the warehouse. If that’s not possible, please coordinate with the store to ensure you can handle the pickup.

Customer Responsibility:

Ensure your home is prepared before delivery/installation to ensure a smooth experience. If the delivery/installation cannot be completed due to unaddressed conditions, an additional handling fee may apply.

• Delivery/Installation Fees

  Fees apply for a single delivery/installation trip. Multiple trips will incur additional fees.

• Cancellation or Rescheduling

  If you will be unavailable on your scheduled date, please let us know ASAP. Failure to notify us that you will not be home may incur a handling fee equal to half your original charge before we return.

• Path of Delivery

  Ensure clear access for delivery from parking to appliance location. Obstructions, unsafe paths, or unprepared homes may result in incomplete delivery and additional charges. Our delivery & install crews will determine if the path is unsafe or unacceptable.

• Appliance Verification

  Confirm that the purchased appliance fits and is compatible with your home (e.g., fuel type, color, dimensions, connections).

• Home Alterations

  Any required changes (e.g., removing doors, molding) must be completed before delivery; our teams cannot make alterations.

• Exception

  If necessary, our delivery team will remove standard doors to accommodate the new appliance.

Arrival Of Delivery Team:

Due to traffic conditions, weather conditions, and routing, we cannot predict your exact delivery time.

• One Day Prior To Your Scheduled Date

  You will receive a text message or email asking to confirm your chosen date and your delivery address. Please respond accordingly.

• On The Morning of Your Scheduled Date

  You will receive a text message with your 2‑hour approximate time window. If you do not have the ability to receive a text message, you will instead get an email and/or automated phone call with this information.

  • Delivery messages are typically sent between 7:00 AM - 7:30 AM.
  • Installation messages are typically sent between 8:00 AM - 9:00 AM.
  • If you will not be available during the time window, please reply as soon as possible so that we may reschedule you for a different day.
• On‑The‑Way

  If you are able to receive a text message, you will receive one when your team is on the way to your address.

Please be advised that the text message and phone call will originate from an Area Code 347 number. Please know that this is a legitimate number attempting to contact you on Orville's behalf.

Please provide a secondary phone number where you may be contacted if necessary. You may also track your delivery online by clicking here. The online tracking is only available on your scheduled date. It will not work prior to or after your scheduled date has passed.

Leveling:

Our delivery team will level your new appliance to the existing floor surface; however, they will not place blocks, shims, etc., under the wheels or feet of any appliance in order to achieve a leveled appearance.

Empty Boxes & Packing Material:

Will be left on the premises after delivery. You, the customer, are responsible for the removal & disposal of all packing material and boxes.

For Online Orders Only:

The cardholder must be present at time of delivery and will be asked to provide government‑issued identification for verification and fraud protection.

Old Appliance Removal / Relocation Policy

Our delivery team will remove and haul away from your home your old appliance(s) on a one‑for‑one basis. For example, an old washer can be removed when delivering a new washer, but an old freezer cannot be removed when delivering a new washer. Upon request, we will relocate your old appliance to another part of your home. Our delivery team will not transport your old appliance to another address different from your delivery address.

Old appliances will not be disassembled, nor will alterations be made to your home in order to remove an old appliance.

The delivery team will not reconnect old appliances when relocating them on your premises.

Refrigerator Or Freezer Removal:

Please remove any food. It is not necessary to defrost but is appreciated. Do not unplug or shut off the old unit. If the unit is connected to an existing water line, it must be disconnected prior to delivery.

Dryer Removal:

Please remove all laundry from the old machine.

Washer Removal:

Please remove any water and/or laundry from the machine.

Disclaimer:

Even though extreme care is taken during the removal of your old appliance(s), Orville's cannot be held responsible for damage to old appliance(s) or damage to your home during the removal of old appliance(s).

Installation Policy

Our policy outlines the steps we take to ensure your appliance is installed correctly and safely.

Built‑In Removal:

The following appliances and/or services are considered "Built‑In" and will not be Installed or Connected by our delivery team. Arrangements can be made for Professional Installation through our Installation Department for an additional charge.

Electric Ranges:

The manufacturer does not provide a new 220V electrical cord with new electric ranges. If you purchase a new appropriate cord at the point of sale, our delivery team will attach it, plug it into an appropriate accessible 220V outlet, set the range in place, and level the range to the existing floor surface.

Our delivery team will not "hard wire" an electric range or use an old cord to install the new range.

Gas Ranges:

The manufacturer does not provide a new flexible gas connector with new gas ranges. If you purchase a new appropriate connector at the point of sale, our delivery team will attach one end of the connector to the range and the other end to your rigid black steel supply pipe, check for leaks, plug in the 110V cord to an appropriate accessible grounded outlet, set the range in place, and level it to the existing floor surface.

Our delivery team will not reconnect a new gas range to copper or aluminum gas supply lines. We will also not connect a new gas range to an existing gas supply line without a shut‑off valve. Additionally, we will not reconnect a new gas range using an old, previously used flexible connector. We cannot connect through the floor, wall, cabinet, or any other obstacle.

Refrigerators & Freezers:

Our delivery team will set your new refrigerator or freezer in place, plug it into an appropriate accessible grounded 110V outlet, level it to the existing floor surface, and set the controls.

Door Reversals:

If requested at the time of sale, the door swing on your new top or bottom mount refrigerator will be reversed by our delivery team free of charge. If you require a door reversal after your delivery day, a service technician will be dispatched for an additional charge.

Washers:

The manufacturer does not provide water fill hoses. If you purchase a new set at the point of sale, Orville's delivery team will connect the new hoses to your existing hot and cold water supply faucets, hang the drain hose on your washtub, and level the machine to your existing floor surface. Wood pallets and cement blocks are not suitable surfaces for proper performance of your machine.

During outside freezing temperatures, an 8‑hour "warm up" period is required before the first use of your new washer.

Electric Dryers:

The manufacturer does not provide a new 220V electrical cord with new electric dryers. If you purchase a new appropriate cord at the point of sale, our delivery team will attach it, plug it into an appropriate accessible 220V outlet, set the dryer in place, and level the dryer to the existing floor surface.

Our delivery team will not "hard wire" an electric dryer or use an old cord to install the new dryer.

Gas Dryers:

The manufacturer does not provide a new flexible gas connector with new gas dryers. If you purchase an appropriate connector at the point of sale, our delivery team will attach one end of the connector to the dryer and the other end to your rigid black steel supply pipe, check for leaks, plug in the 110V cord to an appropriate accessible grounded outlet, set the dryer in place, and level it to the existing floor surface.

Our delivery team will not reconnect a new gas dryer to copper or aluminum gas supply lines. We will also not connect a new gas dryer to an existing gas supply line without a shut‑off valve. Additionally, we will not reconnect a new gas dryer using an old, previously used flexible connector. We cannot connect through the floor, wall, cabinet, or any other obstacle.

Dryer Venting:

Our delivery team will reconnect your existing rigid venting to the new dryer as long as the venting is of adequate length & diameter and lint‑free. Alternatively, we will replace up to 15 feet of flexible venting as long as it does not pass through a floor or wall.

Low Price Guarantee

Orville's understands that there are many reasons why people decide to buy from a particular dealer. Price isn't always the reason, but we pledge to you that it will never be a reason not to buy from Orville's.

We continually monitor our local competition to keep prices low. In the event that you do find a lower price locally, please click here and let us know. As long as it's from another legitimate reseller, We Will Beat It by at least $10.

We regret that due to drastic differences in wholesale costs in other parts of the country, we cannot match dealers outside our Western New York region.

The matching of individual product prices on items sold as a pair, set, or package, as well as display models, closeouts, scratch & dents, special financing offers, installation fees, service fees, and delivery fees are also excluded.

Please include in your email the following information:

• URL or web address of the competitor, if applicable
• The name of the competitor
• Your name, email, and model number of product
• Orville's price
• Competitor's price
• Your order number, if applicable

You're covered both before you buy and up to 30 days after you receive your new appliances.

Shipping & Handling Costs

Costs for these services will be determined at the time of purchase or shipment.

Sales Tax:

Sales tax will be charged based on where the delivery takes place.