Essential Espresso
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Essential Espresso FAQs

About Us


 Since when have you been in business?
 Our company has been operating several highly specialized ecommerce web stores since 2002. We are known for our award winning customer service and product knowledge.

 Where is Essential Espresso located and where do you ship from?
 We are located in Dickinson, Texas. However, we do get our merchandise shipped from numerous locations throughout the US - East and West coasts - so that our customers get their orders faster while paying less for shipping.

 What are your hours of operation?
 Our online store is open 24 hours a day every day of the week, including weekends and holidays. Our phone line (866-704-7001) is open during the hours listed below:
Hours of Operation
Monday through Thursday - 8:00 AM to 7:00 PM CST
Friday - 8:00 AM to 5:00 PM CST
Saturday 8:00 AM to 2:00 PM CST
Sun - Closed

We process and ship orders during weekdays. Orders placed before 1pm Eastern are shipped that same day if the merchandise is in stock.

 

Returns


 What is your Return Policy?
 Our return and exchange policy is designed to be easy, fast, and hassle free. You can review our Return Policy in the Store Policies section of this Help Center.

 I decided that I do not want the item that I ordered and it is not open. How do I return it?
 We will only accept returns and exchanges within 30 days from the day you received your order. To initiate a return, go to the Returns Section of the Help Center and follow the online procedure for returns. A customer service representative will contact you via email to give you a return authorization and further instructions. Once we receive the item at our warehouse, we will issue you a credit for the price you paid minus the cost of shipping (if you chose the free shipping method, we will deduct the price we incurred to ship it to you).

 The item I ordered is defective. How can I get a replacement?
 EssentialEspresso.com is committed to providing top quality merchandise. If you receive an item that is defective, please contact us toll-free at 866-704-7001 or send us an email notification at help@essentialespresso.com. EssentialEspresso.com will work with the manufacturer to replace the defective item. After 30 days of receipt, EssentialEspresso cannot replace defective items and we will refer all issues regarding defective merchandise to the manufacturer, if applicable.

 

Free Shipping and No Tax


 What is the minimum order price that qualifies for free shipping?
 All orders over $50 qualify for Free UPS Ground Shipping (shipments to Hawaii and Alaska cannot receive free shipping).

 Do you offer faster options than ground shipping? How much do they cost?
 We offer all UPS shipping options from Ground to Next Day Air. However, if you upgrade from our free ground shipping special to a faster option, we have to charge you the full cost of the faster shipping option.

 Do you charge sales tax?
 We currently do not charge any sales tax!

 What if I want to ship to Hawaii or Alaska?
 Unfortunately, we are unable at this time to offer free UPS Ground Shipping to locations outside the continental United States, such as Hawaii and Alaska. All shipments to these locations are UPS Second Day Air and are paid for by the customer.

 

Methods of Payment


 Do you accept international credit cards?
 Yes. We accept international credit cards. Upon placing your order, you will be contacted by a customer service representative. We will then contact your bank to verify your information. Wire transfer is the preferred method of payment.

Note: Because of the slow response time of International banks, such verifications can take up to two weeks, which may delay the shipping of your order.

 What is the process for paying with a wire transfer?
 Please contact a customer service representative at 866-704-7001 if you want to pay by wire transfer.

 What methods of payment do you accept?
 We accept all major credit cards (including Visa, MasterCard, and Discover), money orders, wire transfers and checks. For payments by check, note that your check must clear before we ship the merchandise.

 

Security


 Is it safe to order on your website?
 When you shop at EssentialEspresso.com, you are one of tens of thousands of customers who have safely shopped with us without credit card fraud. We use VeriSign’s Secure Sockets Layer (SSL) software, which is the industry standard and the best software available to date for secure online commerce transactions. It encrypts all of your personal information, including credit card number, name, and address, so that it cannot be read as the information travels over the Internet.

 What kind of verification procedures do you have to protect your customers against fraud?
 There is a lot of internet fraud out there. In order to protect our customers and ourselves against fraud, we need to verify all orders whose shipping addresses differ from their billing addresses. We will also need the correct billing information. To verify that the order is legitimate, we will call the credit card company and verify your information with them. The most important part of the verification procedure is having the correct phone number that the credit card company has on file. We then contact the cardholder at that phone number to make sure that he/she did in fact order the item and also to verify where the item will be shipped. This, we believe, is the most secure anti-fraud procedure.

 Is it OK if I want to ship my order to an address other than my billing address?
 Yes. We will be more than happy to ship to a different address, but we will need to verify your order at the billing phone number (or a phone number the credit card company has on file) before we can ship it out.

 I do not feel comfortable using my credit card on websites. Can I place my order on the phone?
 No problem! We will be glad to take your order over the phone during business hours. Just give us a call at 866-704-7001 and we will assist you.

 

Prices


 Do I have to pay extra for shipping or sales tax?
 No. We do not charge shipping for orders over $50 sent via UPS Ground to any location in the continental United States. We also do not charge sales tax for any state. Please note, however, that we are unable to offer free UPS Ground Shipping to locations outside the continental U.S., such as Hawaii and Alaska. All shipments to these locations are UPS Second Day Air and are paid for by the customer.

 Do you do price adjustments?
 Price drops are unpredictable to us and we always sell products with the same margin, therefore we can not offer price adjustments. Once the item has been shipped, we cannot credit a difference if the price is lowered.

 Do you price match?
 We feel confident that we provide low prices with the best customer service. If you know of a reputable online business that is selling our products for less, please email us help@essentialespresso.com with the subject: “Price Adjustment Request”. In the body of the email, please include a link to the product and your contact information. You may also call us directly at 866-704-7001. We will do our best to match our competitor’s prices. When comparing prices, be sure to also take into consideration that we do not charge tax or shipping (on orders over $50), while most competitors do. Too many web companies, however, are not reliable, reputable, or trustworthy. Some companies will not hesitate to sell refurbished or open-box items as new or list products as in-stock when they do not carry any. Because of this, we cannot promise a price match every single time. If you do decide to order elsewhere, we suggest you give the company a call and check out their reputation.

 Why do I have to add some of your products to my cart to see their price?
 We do not like forcing our valued shoppers to add products to their cart. However, some manufacturers impose a Minimum Advertised Price (MAP) policy, which means that sometimes we are not allowed to advertise our lower prices on the product information pages of our website. We are asking you to click the add-to-cart button in order to see our low price so that we can continue to offer you the most competitive prices while complying with our manufacturers MAP policy. Please be assured that simply adding an item to your cart does not obligate you to buy it - you can always remove the item from your cart should you decide not to purchase it.

 How do I know that my personal information is kept private and safe with you?
 We understand the importance of protecting your order information. Thanks to our secure servers, we are able to guarantee that every transaction you make on EssentialEspresso.com will be 100% safe. We use VeriSign Secure Sockets Layer (SSL) technology to protect the security of your online order information. To check the security of your connection, look at the URL line of your browser. When accessing our secure server, the first characters of the site address will change from http to https. This will happen when you are ready to check out and click on the Check Out button.

 What is your privacy policy?
 Please see our Privacy Policy in the Store Policies section.

 Who has access to my personal information?
 Your personal information is completely safe with our company. The information you give to us is not given or sold to any outside party except for the shipping companies we use to send your items (for these shipping companies, we will only provide them with your name and shipping address, and do not give them any other information). We limit access to personal information about you to employees who we believe reasonably need to come into contact with that information to provide products or services to you or in order to do their jobs.

 

Shipping


 How do I know when my order has been shipped?
 As long as you provide us with a valid email address (or an email address that does not have a spam filter) when you place your order, we will automatically email your tracking number to you when your order has been shipped. You can then track the progress of your package via www.ups.com.

 How long does it take for my order to ship?
 We are proud to process orders and ship faster than most online stores. If the item you order is in stock:
  • If you place your order before 1PM Eastern Time on a week day, your item will ship that day.
  • If you place your order after 1PM Eastern Time on a week day, we will do everything we can to still ship that same business day but if we can not, your order will ship the following business day (we are proud to pull off shipping miracles on a daily basis!). If you place your order on a weekend or a holiday, your order will ship first the following business day.


For your security, some orders need to be verified by our fraud prevention department.

In the event that your order needs such verification, we will try to reach you using the contact information you gave us. Please contact us promptly to avoid any delay in the processing of your order. We apologize for any inconvenience this may cause, but please understand this policy is intended to protect you from fraud.

Also note that during busy seasons such as the winter holidays or when a particular item is in high demand, our inventory status could be slightly off, which may mean that an item listed as "in stock" could already be out of stock. We apologize for this inconvenience.

 What method of shipping do you use?
 We offer the following shipping methods and delivery times:
  • FREE UPS Ground Residential on all orders over $50 (2-8 Business Days)
  • UPS Next Day Air Saver (Next Business Day)
  • UPS 2nd Day Air (2 Business Days)
  • UPS 3 Day Select (3 Business Days)


Please note that shipping Charges will apply if you choose a different shipping method other than our free UPS Ground shipping. If expedited shipping methods are delayed due to acts of nature or weather conditions, shipping cannot be credited.

 Do you require a signature when my order is delivered?
 Yes. To ensure that packages are delivered to you and only you, we do require signature for all deliveries unless you specify otherwise.

 Do you ship outside the United States?
 No, currently we only ship to locations within the United States.

 

Large Quantity Orders


 Do you give discounts to customers who order several products at once?
 Yes, we can give discounts on most items if large enough quantities are ordered. If you would like a quote for a volume order, please contact us by phone during business hours at 866-704-7001 and we will work our magic to provide you with an attractive price. We will need your contact information, the address where the items will be shipped to, and also the method of payment you will be using. Note that paying by wire transfer will get you a lower price than paying by credit card because we will not incur credit card fees.

 

Order Cancellation


 How can I cancel the order I placed?
 All order cancellations must be done over the phone. Please call 866-704-7001 if you want to cancel your order. Since email is sometimes unreliable, please do not email a request to cancel your order. Cancellations can only be done if the order has not yet shipped from our warehouse.

 

NSF Certification


 Do any of your espresso machines have NSF certification?
 Because NSF certification is a commercial requirement, most home and office machines do not have it. If you want to know if a particular machine is NSF certified, please contact us and we will find out for you.

NSF certified models include all Astra machines (except for the Astra Home Grinder Model HGS007) and Pasquini machines.

If you want to purchase a machine for commercial use, we recommend that you check your local health regulations, as they vary from state to state.
 
 
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866-704-7001

Monday - Thursday: 8 AM to 7 PM CST
Friday - Saturday 8 AM to 5 PM CST
Sunday - 11 AM to 4 PM CST

Copyright © 2014 Essential Espresso. All rights reserved.