Frequently Asked Questions (FAQ)
What questions do you have?
Warranty Frequently Asked Questions (FAQ)
1. Do you offer a warranty on your products?
Yes, we offer a standard two years warranty on our espresso machines and grinders from the date of purchase. This warranty covers defects in materials and workmanship under normal use. Specific details may vary by product, so please refer to your product documentation for accurate coverage information.
2. What should I do if my machine is not working properly?
If your machine is not functioning as expected, first consult the Most Common Causes of Problems section in our warranty information. Many issues can be resolved through simple troubleshooting. If problems continue, please contact our tech support team for assistance.
3. How do I make a warranty claim?
To initiate a warranty claim, email our customer service team at sales@espressomachinedepot.com. Include your order number, a detailed description of the issue, and any relevant photos. Our team will guide you through the claim process.
4. Can I return my machine after 30 days?
Eligible returns and refunds will not be processed for returns that arrive at our return center after 30 days of customer delivery receipt. Please ensure to initiate any returns within this timeframe.
5. What happens if I use the wrong type of water in my machine?
Using hard, distilled, or tap water can cause significant damage to your machine and will void the warranty with no exceptions. Always use soft water with a hardness of less than 50 ppm to maintain your espresso machine’s functionality.
6. How often should I perform maintenance on my machine?
We recommend backflushing your machine every ten espressos with water and every 40 espressos with detergent. Regular maintenance is essential to prevent catastrophic damage and ensure optimal performance.
7. Where can I find instructional videos on using my espresso machine?
We provide a variety of instructional videos on our website covering topics like tamping technique, grind size adjustment, and milk frothing techniques. Check our resources section for the latest tutorials.
8. What should I do if my machine overheats?
If your machine overheats, it may trigger a safety feature designed to protect it from damage. Allow the machine to cool down and follow the initial setup instructions carefully. If issues persist, please contact our customer service team.
9. Is there a restocking fee for returns?
Yes, we reserve the right to charge a restocking fee for products returned outside of our specified return conditions. Please refer to our return policy for more details.
Visit our warranty page for more information.
Shipping Frequently Asked Questions (FAQ)
1. Where do your products ship from?
All products are shipped from our warehouse in Overland Park, KS.
2. What shipping options do you offer?
We offer a variety of shipping options, including standard, expedited, and express shipping. The available options will be presented at checkout based on your location.
3. Do you offer free shipping?
Yes! We offer free shipping on all orders over $100 within the continental United States, but this only applies to standard shipping. For expedited and express shipping, the fee is covered by the customer, and these options will be available at checkout based on your location. For international orders to Europe and Australia, we charge a shipping fee of $150-$200, depending on the item and location.
4. How do you ship my order?
Orders are typically shipped via major carriers such as UPS, FedEx, or USPS, depending on the shipping option selected at checkout and your location. We ensure that your package is securely packed for safe transit. Be aware that it may take longer than normal (even up to 3+ weeks) to receive any packages chosen to go via USPS – Parcel Post & Priority Mail. As of Nov 11, 2024, if you choose Espresso Machine Depot’s Choice of Carriers, we are directing packages to ship using carriers other than USPS to ensure that your order arrives in a timely manner.
5. How long will it take for my order to ship?
Orders typically ship within 1-2 business days after payment completion. For international orders, please allow up to 7 business days for processing. Delivery times will vary based on your selected shipping method and location. You will receive a tracking number once your order has shipped.
6. Do you offer international shipping?
Yes, we offer international shipping to select countries. Please check our website during checkout to see if your country is eligible for shipping.
7. Will I be charged sales tax on my order?
Sales tax may apply depending on your shipping address and local regulations. The applicable tax will be calculated at checkout.
8. What should I do if my order is delayed?
If your order is delayed, please check the tracking information provided in your shipping confirmation email. If you have concerns about a significant delay, feel free to contact our customer service team for assistance.
9. Can I change my shipping address after placing an order?
If you need to change your shipping address, please contact us as soon as possible. We will do our best to accommodate your request, but changes cannot be guaranteed once an order has left our shipping location.
10. Can I come shop and pick up my order?
Yes! We offer in-store pickup for local customers. During checkout, you can select the pickup option or include that in your Order Note, and we will notify you when your order is ready for collection.
11. What should I do if my package is lost or damaged?
If your package is lost or damaged during shipping, please contact our customer service team immediately. We will work with you to resolve the issue and ensure you receive a replacement or refund as necessary.
12. Do you provide tracking information for my order?
Yes, once your order has shipped, you will receive an email with tracking information. You can use this information to monitor the delivery status of your package.
13. Are shipping costs refundable?
Shipping costs are generally non-refundable. If you receive a defective product and need to return it, we will cover the return shipping costs, but the original shipping fee will not be refunded.
14. How can I contact customer service regarding shipping inquiries?
You can reach our customer service team via email at sales@espressomachinedepot.com. We are here to assist you with any shipping questions or concerns you may have!
Visit our Shipping info page for more information