Frequently Asked Questions

Service and Maintenance

Who's the service agent for my Follett equipment?

Follett has over 300 Follett Authorized Warranty Service Agents across the country to service Follett equipment. Contact Follett's Technical Service department to find the name, address and phone number of the Follett Authorized Warranty Service Agent for your area, or use our Service Agent Locator.

How can I get service for my Follett equipment?

Contact Follett's technical service group for any equipment still under warranty. Visit our Warranty Center page to submit a claim. We will arrange for whatever service is required to ensure that the problem has been resolved to your satisfaction. 

For equipment no longer in warranty, please use our Service Agent locator to ensure that your equipment is serviced by someone qualified to work on Follett equipment.

Whether your equipment is still under warranty or not, Follett technical service reps are always willing to discuss your problem and answer questions about maintaining your equipment. Call them at 877-612-5086 or e-mail them at

How can I get a service manual for my equipment?

Follett ships detailed installation and service manuals with all its equipment. Copies of these manuals can also be downloaded from our Technical Documentation page.

What's the warranty on Follett equipment?

Follett equipment warranties are among the best in the industry. These warranties vary depending upon the type of equipment you have.  You can find full warranty statements here.

How do I register my Follett equipment?

Go to Follett's online warranty registration form to register your equipment.

How do I get warranty parts for Follett equipment?

Call Follett's technical service group at 877-612-5086 when you need parts for equipment still in warranty. This allows us to follow up and ensure that the problem has been resolved to your satisfaction. Parts orders received by 2:00 pm Eastern Time are shipped the same day from our extensive parts inventory. All warranty parts are shipped UPS Next Day Air at Follett's expense. When requesting warranty parts, you will need to provide the model and serial number of the equipment.

How do I get parts for Follett equipment no longer in warranty?

You can order parts directly from our parts web store.

Parts lists can be found in the service manual for your equipment. If you don't know your part number, contact Follett's technical service group at 877-612-5086. You will need to provide your model and serial number. Parts orders received by 2:00 pm Eastern Time are shipped the same day from our extensive parts inventory.

Where do I find the serial number for my equipment?

Follett uses a serial number assigned during the production process to identify the model and its components. This serial number is required for warranty work, ordering parts, and completion of installation inspection forms. Having the serial number available when calling for technical assistance or ordering parts will help our technical service reps serve you better.

Consult our reference guide to identify the location of the serial data plate for your equipment.

How and when should I clean Follett equipment?

Proper and timely cleaning of Follett equipment is important to supporting good sanitation practices. Remember that ice is food and you want to deliver the cleanest ice possible to your customers and staff. Additionally, a regular cleaning schedule will help ensure better performance and a longer equipment life.

Cleaning instructions for your specific model can be found in the Operating and Service Manual shipped with the equipment. All of our operating and service manuals are available for free download on our Technical Documentation page.

Parts Webstore

Do I need a user account?

It is not required that you set up a user account in order to purchase parts through the webstore. However, creating an account ensures that you will receive your discount. It also allows you to look up your order history, track shipments, and use many other features to manage your account.

There are a two ways to shop in the webstore:

No user account. On the webstore login page, look for the link to "click here" if you don't want to register. You will be charged full list price and can only use a credit card. You will still have to create a password in order to complete your transaction, but it is temporary and will not create an account for you.

Establish a new account with this system. On the webstore login page, look for the link to "click here" if you want to create an account. Then just follow the easy directions to send us an account request. You will be contacted when your account is established. After that, you will be able to see your pricing as well as track orders, look up shipments, and use many other features to manage your account.

What is on the site?

All service/replacement parts are available on the site. You can also look up and track your parts and equipment orders.

Will the system recognize my pricing?

Yes, if you have registered for an account this system will recognize your pricing. If you choose not to set up a user account, however, you will be charged full list price and can only use a credit card for your purchase.

Should I use this website for warranty parts?

No, this is for service or replacement parts only. You should still call our Technical Service Center for warranty claims at (877) 612-5086.

How do I pay?

Anyone can pay using a credit card. The site is encrypted and we are using secure means of processing the transactions. Additionally, if you have used a PO in the past and you have a webstore account, you may request access to PO ordering on this site as well.

Can customers outside of the US use the site?

Unfortunately we are enabled for US shipments only. International users should continue to call for parts either in Europe/Poland at +48 58 78 56 140 or the US at +1 610 252 7301 and ask for parts ordering.

Service Training

How can I get training on Follett equipment?

Throughout the year, Follett conducts live online technical webinars led by Follett Technical Training staff Ernie Tarof, Dan Glimn, and Pete Balga. We encourage you to check our website for the schedule and registration form.

You can also find our service video library and on-demand training registration by visiting the Technical Support page. If you need to speak with a technical specialist, please call us at (877) 612-5086.

How can I register for a Follett training webinar?

Check the webinar schedule and register online.

How can I access on-demand training courses?

Follett's Learning Management System offers on-demand training courses covering the cleaning and sanitizing, maintenance, and installation of Follett equipment. Individuals can attain a certificate of competency by achieving a passing grade on a proficiency test available at the conclusion of the course.

An account is required to access Follett’s Learning Management System. Use our online form to request an account. 


What is the shelf life of glycerine? Where do I find the expiration date?

The shelf life of glycerine is two years from the lot number date. The lot number date is a six digit code printed on the bottle. The first two digits represent the month, the next two digits represent the day, and the final two digits represent the year. For example, Lot GLY-052115 represents a lot number date of May 21, 2015, and the glycerine would expire on May 21, 2017.

When and why do I need a water filtration system?

Follett recommends the use of our water filter systems for all Follett ice machines. This system includes a pre-filter to remove large particles and a primary filter that removes chlorine, off-tastes and odors, and filters out asbestos fibers and parasitic cysts such as Cryptosporidium and Giardia. This ensures better tasting, cleaner and safer ice. The filter will also improve ice machine performance by reducing scale build-up and removing dirt and abrasive particles that can damage the internal workings of the ice machine. Follett's water filter system spec sheet provides more in-depth information about why and how to filter your water.

Customer Support

What is your equipment return policy?

Non-standard equipment cannot be returned. 

Follett equipment may be returned for credit under the following conditions:

  • The equipment is new and unused.
  • A return authorization number has been issued by customer service within 45 days after shipment.
  • Follett receives the equipment at the factory in Easton, PA within 30 days after issuance of the return authorization number.
  • The equipment is returned in Follett packaging.  If the packaging has been damaged or discarded, Follett will forward new packaging at the customer's expense.
  • Note:  Return freight charges are the responsibility of the customer.  If equipment is returned and is damaged because of improper packaging, Follett LLC will not be held responsible.

Credit will be issued when the equipment has been inspected by Follett and deemed suitable to be returned to stock. 

Note:  A 20% restocking charge will be deducted from the credit.  If the cost to return the product to stock exceeds the restocking fee, the actual cost will be deducted.