If you would like to have your order authorized for a return, please submit a Customer Service Request.
Note: Your order must be authorized for a return before it can be received into our warehouse. It is your responsibility to contact us for the authorization. Any unauthorized returns received by the warehouse may not be processed into our system. This will delay your refund and may be subject to additional fees.
If your order qualifies for a return, we will email you the Return Merchandise Authorization (RMA) email. This email will have a lot of information regarding your return. We strongly recommend you read the entire email. The address for our warehouse, as well as the Return Merchandise Authorization number will be included. Please write the RMA number on the outside of the box.
You are responsible for any return postage and we strongly recommend you send the item back with a traceable shipping method such as UPS or FedEx. We are not responsible for any returned items that are lost or damaged in transit.
NOTE: For espresso machines and grinders, please keep your packing materials. This will be vital to prevent damage in transit should you need to send the machine in - machines not shipped in original packing materials can lead to costly damages. Packing materials can be purchased at an additional cost if needed.
Customer Service: Return & Exchange
What Can I Return?
An order within 30 days of purchase may be eligible for return depending on the item. Items such as unopened and unused accessories, new or lightly used espresso machines, coffee makers, and coffee grinders qualify for our return policy. Parts are ineligible for return.
A lightly used product is an item that has been removed from its box and used as intended by the manufacturer for a short period of time. All items, components, manuals, and packing materials must be returned to its original packaging. The product must be clean and dry upon arrival at our warehouse. Any item returned to us that requires extensive cleaning will incur a cleaning deduction from the refund, or be refused. The product must not be functionally or cosmetically damaged in any way.
What is Not Returnable?
For health and safety, all coffee and grocery items (such as syrups, teas or other food products) are non-returnable, regardless of whether or not the product is opened or unopened.
Any parts, opened or used accessories (such as tampers or pitchers) are non-returnable as well as any items classified as ‘Commercial’ or for commercial-use.
Items that shipped with a UPC or bar codes must have them intact to be returned. Removal or altering of the UPC or bar codes will make the item ineligible for return. There are no exceptions to this policy.
Note: Orders outside of their return window are not eligible for return or exchange, no exceptions.
Can I Return Part of a Bundle, Package or Gift Set I Received?
Yes, but you will not receive full retail value for the bundle, package, or gift set item returned.
When you purchase a bundle, package, or gift set, the price of each included item is often lower than the regular retail value if purchased separately. Your refund will reflect the discounted price of the item based off of the package price.
Will I Be Charged a Restocking Fee?
If you wish to return one or more items to us, a 10% restocking fee (US only - see our Canadian FAQ for Canada specifics) will be deducted from your refund for any of the items returned. If the returned order is instead exchanged for a purchase of equal or greater value, the restocking fee will be waived.
What If I Refuse My Order or My Order is Non-Deliverable?
If you opt to refuse the order upon delivery, or the carrier is unable to deliver your package, the order will be treated as a standard merchandise return. A $20.00 rerouting charge and a 10% restocking fee will be deducted from the refund of any items that you return.
You will also be responsible for paying any additional costs or fees associated with returning the product to us (including, but not limited to any additional shipping and/or handling costs, taxes, duties, brokerage or customs clearing fees).