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customer care

Home Delivery

Sears Home Delivery

Kenmore Home Delivery

The following delivery information and services apply to Kenmore Home Delivered items only. Look for the "Delivery" option when adding your product to the Shopping Cart or when reviewing your product in the Shopping Cart to determine whether this applies to the product you are purchasing. These services do not apply to Freight Carrier delivered products.

Prior to Delivery … What Every Customer Should Know

Kenmore Delivery Customers will receive two (2) notification phone calls:

  1. Notification of delivery date: Seventy-two (72) hours in advance of the scheduled delivery date, Kenmore will contact delivery customers to verify the delivery date and details. Delivery customers need to listen to the entire message and respond accordingly to verify delivery details. Customers that fail to respond to the delivery details may receive additional calls at their primary or secondary phone numbers in an attempt to verify the delivery information. NOTE: If the delivery date message is left on the Customer's answering machine or voicemail, then the Customer should call the 1-800 phone number that is provided in the message and respond accordingly.
  2. Notification of delivery time: The Kenmore automated notification system will contact delivery customers the evening before delivery to provide the 2-hour delivery time window. NOTE: If the delivery time message is left on the customer's answering machine or voicemail, then customer confirmation is not necessary.

When you need to know the delivery time

Delivery time information is available after 6 p.m. on the evening before the delivery date. Call 888-Kenmore and select option 1 for instructions (option 2 for Spanish). Select option 1 again to enter the phone number under which the order was placed and follow the directions provided.

CUSTOMERS NEED TO BE AVAILABLE FROM THE BEGINNING OF THE 1st HOUR THROUGH THE END OF THE 2nd HOUR OF THEIR DELIVERY TIME WINDOW TO ENSURE DELIVERY IS NOT MISSED.

For phone number or address corrections or delivery date changes, call 1-888-Kenmore for Delivery Customer Service assistance.

IMPORTANT: If your home does not have the proper gas, electrical or water supply lines and shut-off valves required in these guidelines, you can contact a local contractor or call Sears Installation at 800-326-8738 for installation prior to delivery (there is a separate charge for installation of supply lines or shutoff valves).

What Are Our Shipping & Delivery Methods?

Kenmore.com uses four shipping methods: U.S. Postal Service, UPS package delivery, Home Delivery and Special Freight Carrier Delivery Handling. Not all methods are available for all items.

Customer Responsibility:
  • A responsible adult 18 years or older must be present during delivery.
  • Put all house pets in a separate area from the delivery path.
  • If merchandise is to be left on the porch, garage or outdoors, a responsible neighbor or other representative must accompany the Delivery Team and sign for delivery.
  • In inclement weather, please make sure there is a clear path from the street to the residence entrance (no ice, snow, debris, etc.)

Delivery Teams will:
  • Remove one like item from the delivery premises or relocate one like item to an accessible location on the delivery premises for each new item delivered. Delivery Teams will not reconnect relocated appliances to the home utilities.
  • Connect delivered appliances to existing home utilities following the "Specific Product Guidelines" and utilizing the connector lines that the manufacturer supplies or that Kenmore provides to the Delivery Teams. Delivery Teams cannot utilize used connectors or Customer-supplied connectors.
  • Remove packing materials from the delivery premises.
  • May occasionally need to use the Customer's phone during or after delivery to place a toll-free call to the delivery office.
  • Install a range anti-tip device furnished with the range (for freestanding and slide-in ranges when providing a delivery with hook-up).

Delivery Teams cannot:
  • Remove their shoes, but will act safely with due care to protect your home and merchandise.
  • Lift/hoist over banisters or other obstructions, or through windows to deliver merchandise.
  • Relocate used appliances to a different address.
  • Perform carpentry, electrical or plumbing work.
  • Install and hook-up a free standing or slide-in range without installing a Range - Anti-tip device.

Gas Grill Specific Delivery Information

The following delivery information and services apply to Kenmore Home Delivered items only. Look for the "Delivery" option when adding your product to the Shopping Cart or when reviewing your product in the Shopping Cart to determine whether this applies to the product you are purchasing. These services do not apply to Freight Carrier delivered products.

Customer preparation prior to delivery:
  • Determine and prepare an accessible location.

Delivery Team cannot:
  • Assemble gas grills other than Kenmore Elite Stainless Steel grills.

Delivery Service will:
  • Un-carton and remove packing materials if requested by Customer.
  • Place item in an accessible location.
  • Assemble Kenmore Elite Stainless Steel gas grill, attach side handles, shelves and insert burners.
  • Attach grill "island" in place of side handles / shelves when Island is delivered with grill.
  • Remove packaging from the premises when requested to un-carton.