Repair Process FAQ

Sometimes even the best machines need a little TLC. If completing a home repair isn't in the cards for you, our service center would be more than happy to take care of your machine for you.

Before sending your machine in for service, we recommend reviewing these FAQs to ensure you're fully aware of the process for sending in and receiving your repaired machine. 

What is the turnaround time for a repair?

All repairs are serviced on a first come first serve basis. The turnaround time for a repair is typically between 2 and 6 weeks but depends on many factors, including:

  • Scope of work requested or required
  • Availability of parts
  • Quantity of units in the queue

Who covers the shipping costs for my repair?

For all repairs, the customer is responsible for shipping the merchandise to our facility. Return shipping is determined by warranty status. For repairs not under warranty or with a voided warranty, the customer is responsible for shipping charges. We cannot provide shipping estimates or issue a label using our account for incoming merchandise. For repairs that are covered under warranty, a flat rate return shipping charge will be applied and covered by the customer. All machines will be packaged and insured by Whole Latte Love upon return to the customer.

How much will my repair cost?

The cost of a repair depends on the scope of work. We do not have booking prices for repairs, only for our Preventative Maintenance Packages and Descaling Packages. We do have a minimum charge on our labor as follows:

  • Prosumers - 2.5hrs
  • Super Automatics - 1.5hrs
  • Semi Automatics - 1.5hrs

Repairs covered under warranty will only be billed a flat rate return shipping charge unless there are non warranty covered items discovered when being diagnosed by a technician. In this case an estimate will be sent to the customer for approval prior to any work being performed.

Repairs not covered by warranty will be charged for parts and labor. Our labor rate is $100 an hour charged by a quarterly hour rate of $25. For all non-warranty work, customers will be sent an estimate. This estimate must be approved by the customer before any work can be performed.

What is this $45 estimate charge on my estimate?

All non-warranty repairs have a $45 estimate charge applied when being set up. This charge is waived when the estimate is approved. If the estimate is denied, the $45 will be charged along with return shipping costs unless a new machine is purchased in its place.

What are my options if I deny a repair estimate?

If you deny an estimate you will be charged the $45 estimate fee unless a new machine is purchased to replace the machine you sent in for repair. 

If you would like the machine returned to you we will gladly do so and you will be charged the return shipping costs. If you would not like the machine back, we will recycle it for you free of charge.

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