Shipping Your Machine for Repair: A Step-by-Step Guide
To ensure the safe and efficient transit of your machine to our repair facility, please follow these guidelines:
1. Clean Your Machine
- Before packing: Thoroughly clean your machine.
- Remove: Loose beans, coffee grounds, and residue.
- Wipe down: Use a damp cloth to clean the exterior.
- Dry: Ensure the machine is as dry as possible.
2. Drain Your Machine (If Applicable)
- Water reservoir/boiler: Ensure all water is drained before packaging.
- Consult manual: Refer to your owner's manual for draining instructions.
- If not possible: If your machine cannot power on or dispense water, ensure it is thoroughly dried before packaging.
3. Remove Parts and Accessories
- Refer to manual: Follow your user's manual to remove parts and accessories.
-
Remove the following unless instructed otherwise:
- Portafilter and baskets (for semi-automatic and prosumer machines)
- Drip tray and cup grid
- Frothing wand or removable steam accessories
- Water reservoir, lid, and loose body panels
- Detachable power cords
- Note: We are not liable for lost or damaged accessories sent without request.
4. Secure Packaging
-
Important: Ensure the shipping box has a BMC Stamp visible (not covered).
-
BMC Stamp: Certifies the box is adequate for shipping.
- The gross weight limit must be greater than the weight of your machine.
- Your machine weight can be found in the specifications section on the product page
-
BMC Stamp: Certifies the box is adequate for shipping.
- Reuse original packaging: Use the manufacturer's box and over-box when possible.
- Packaging materials: Original packaging materials will be disposed of at our warehouse.
-
Need materials? Purchase from us for $40 or use:
- Bubble wrap
- Molded/fitted Styrofoam inserts
- Rigid foam wrapping
- Avoid: Packing peanuts, inflated airbags, flexible cardboard inserts, brown packing paper, and newsprint.
5. Use a Traceable Carrier
- Choose a carrier: Use a reputable carrier that provides a tracking number.
- Monitor: Track the progress and location of your package during transit.
6. Fully Insure Your Shipment with the Shipper
- Insurance: Purchase shipping insurance for the complete replacement value of your machine.
- Liability: We are not liable for shipping damage, loss of merchandise, or associated costs.
7. Damaged Shipments
- File a claim: If your package is damaged during transit, file a damage claim with the shipping carrier within their specified time frame.
- Damage estimate: If your product arrives damaged, we can provide an estimate upon request.
8. Shipping with a Repair Authorization Number
- Repair authorization: We will issue a Repair Authorization and provide guidelines.
- Mark clearly: Ensure the Repair Authorization Number is clearly visible on the outside of the box.
Contact Us
If you have any questions or need further assistance, please contact our customer support team.
Thank you for your cooperation in following these guidelines to ensure the safe transport and effective repair of your machine.