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FAQ


What are J. Thomas' business hours?

    For your convenience, our customer service representatives are available from 8:15 a.m. to 5:30 p.m. EST.  Our toll-free fax and online ordering options are available 24 hours a day. Counter pick-up hours are 8:15 a.m. to 5:00 p.m.


How can I get a J. Thomas Master Catalog?

    Simply click on the FREE Catalog link here, fill out and submit, and we'll rush you our most recent Master Catalog for FREE!  You may also call us at 800-828-7980 and request a copy over the phone.


How can I save off OEM pricing?

    J. Thomas offers competitive pricing on OEM parts.  Look for volume pricing throughout our print and online catalog to take advantage of our quantity discounts and save! 


What is an Elite Member?

    Start saving today with our Buyers Advantage Program!

    To become an Elite Member, simply order $1,000 or more and receive a 10% discount on all orders until the end of the year. You will also receive free shipping on your initial order and on all $500 or more orders after.

    IMPORTANT!  Engines, equipment, Hydro Gear, Peerless Products, lawn/snow tools and special orders do not qualify for Elite Member discount.

How do I place an order?

  • Web: Use our Fast Order Entry section on our homepage!
  • Phone: Call in your order to 800-828-7980
  • Fax: Fax your order form to 800-422-4184

Is ordering from your web site secure?

    For your protection and privacy, we've joined efforts with our web site host to secure all forms on j-thomas.com with a 128-bit encryption level.  This ensures that your sensitive information only goes to authorized users at J. Thomas when you submit orders/applications.

What if I don't see what I need in the master catalog?

    Please call to speak with one of our helpful order representatives who can assist you in finding exactly what you need.  We do offer many items that do not appear in our catalog.  Contact us with your original equipment manufacturers (OEM) part number and we will advise you on the availability of the item.   We are able to supply all engine manufacturer replacement parts for Briggs & Stratton, Honda, Kawasaki, Kohler, Kubota and Tecumseh. In addition, we offer all replacement parts for Echo, Kawasaki, RedMax, Shindaiwa, and Stihl equipment and most other major equipment manufacturers.

What are OEM part numbers?

    Where indicated, original equipment manufacturers (OEM) part numbers are used for identification purposes only.  OEM names are used only for reference purposes.  The references in the catalog to manufacturer's trademarks, drawings, colors, and part numbers are for the purpose of identifying J. Thomas Distributors part numbers which may be used in lieu of corresponding parts made by the identified manufacturers.

What happens if there is a catalog or website error?

    Information in our catalog, and on our website, is reviewed carefully; however, occasional errors may appear.  Therefore, we reserve the right to correct any erroneous information and are not responsible for typographical errors.  Please call to speak with an order representative regarding this issue if you still have a question or concern.

What happens if an item is backordered?

    Backordered items are shipped freight free unless the item is noted with shipping charges.


What should I do if my shipment is incomplete?

    All Shortages Must Be Reported Within 5 Days of Delivery

    If your order arrives incomplete, please check the contents of the package thoroughly against the invoice for any backordered items.  If you find discrepancies, please call us at 800-828-7980.

What should I do if my shipment is damaged?

    All Damages Must Be Reported Within 5 Days of Delivery

    If your UPS, Federal Express, or R&L shipment is received damaged, please sign the delivery receipt as "damaged" or notify the local office of the shipper immediately.  Advise us at 800-828-7980 so we may reship the merchandise and place a claim.

What should I do if I need to cancel my shipment?

    Once your order is placed (by phone, fax, or internet) it is immediately sent to the warehouse for fulfillment. If you need to cancel your order or make changes we will make ever effort to comply to your request. If your item is not stocked (special order) by our warehouse or is being shipped direct from our supplier, the order can not be cancelled without verification through Customer Service that the order can be cancelled with our supplier. Any items cancelled after the item has shipped will be subject to a 15% restocking fee and the customer is responsible for shipping charges back to our location. This includes refused orders as well. (See Return Policy)

What are my payment options?

    Credit Cards - We accept MasterCard, Visa, Discover and American Express.  Please have your credit card number, expiration date, name and address of the credit card holder and the 3 digit security code from the back of the card ready when you call to place your order.

    Your J. Thomas Account - Open an account with us simply by filling out our credit application.  Click here to print out a J. Thomas Credit Application in pdf format. Fill out the form and fax it to us at 800-422-4184.

What will my shipping charges be?

    $10.00 flat shipping rate on internet orders shipped in the Continental United States Only. Engines, cutting edges, and equipment DO NOT qualify for $10.00 flat shipping rate.  Shipping charges are based on package weight as well as distance to zip code destination.  Next day ($30) and 2nd day ($25) service available (does not include Saturday delivery).

When will my order be shipped?

    Order today and we'll ship today! Order as late as 5:00 p.m. EST and your order will be shipped the same day.  We offer coast-to-coast shipping, including Canada.  Week days only (excluding holidays).  See the map below for approximate delivery days by region.