Essential Espresso
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Essential Espresso Policies And Procedures

We try to keep our policies short and sweet so that you can enjoy your shopping experience without worrying about the fine print!

Coupon Codes

Occasionally Essential Espresso will offer coupon codes as a means to provide promotional discounts to our customers. Customers can use these coupon codes by adding the product to the shopping cart and then entering the code into the Coupon Code box on the Checkout page. Some coupon codes are only applicable to certain products or on orders totaling a specific dollar amount. We can only accept one coupon code per order. Unless otherwise stated, coupon codes can not be combined with any other offer. Coupon codes are also only active for a limited amount of time, as indicated on the Website. Coupons and related promotions are not valid on prior purchases.

Coupon code for 10% off sitewide is not valid on prior purchases. Not redeemable for cash. Coupon excludes Baratza, Capresso, certain DeLonghi machines, Gaggia espresso machines and grinders, Jura Capresso, Rancilio, Rocket Espresso, Saeco, Technivorm, reconditioned, prior purchases, items classified as parts and sale page items. To activate savings, enter coupon code on the first page of the shopping cart.

Only one coupon per order. Additional discounts will not be taken, unless noted.

Privacy Policy

We strive to keep your personal information confidential. Please read the following policy to learn how we handle your personal information:

When we collect information: We only collect information about you when you purchase a product or register as a member on EssentialEspresso.com.

What information we collect: We collect the following personal information to process, fulfill and ship your order: your name, email address, your billing/shipping information, credit card and phone numbers. When you browse Essential Espresso’s website, you are able to do so anonymously. We don’t collect personal information when you browse — not even your email address.

How we protect your personal information: The EssentialEspresso.com website uses industry-standard Secure Sockets Layer (SSL) encryption on all web pages, where personal information is required. This encryption technology protects your name, address, and credit card number, during data transport, at the point-of-purchase.

How we handle your information: The information you give to us is not sold to outside parties. We only share your contact shipping address and phone number with the shipping company. In rare instances, your information may be shared to fulfill government-mandated court orders, subpoenas, or related legal inquiries.

How the information is used: We use the information you provide to fulfill requests for products, keep you up to date on backordered merchandise, and offer you money saving discounts and promotions.

E-mail updates: It is our intent to send you E-mail Updates only if you have signed up for an account. Instructions on how to unsubscribe are included in each email update or you can unsubscribe by sending an Email to web@essentialespresso.com.

Questions & Suggestions:

If you have questions or suggestions, send an e-mail to help@EssentialEspresso.com.

Shipping Policy

Orders are processed and shipped on weekdays, with fulfillment within 48 hours. Most orders placed before 12pm CST are shipped that day, if the merchandise is in stock. If you need an item by a specific date, please call our customer service line 866-704-7001 to discuss expedited shipping options.

Please note: If your package was delayed due to national holidays, weather conditions or other acts of nature, expedited shipping charges cannot be refunded.

Shipping Procedures at a Glance

  • It may take 24-48 hours (not including weekends or holidays) before your package is shipped.
  • Essential Espresso offers free ground shipping on all orders over $50 within the Continental United States.
  • All parts ordered through Essential Espresso will incur a $5.95 shipping and handling fee.
  • For orders, which need to be shipped to Hawaii, Alaska, Canada, or Puerto Rico, please contact a Sales Representative at 866-704-7001.
  • Some small items may ship via USPS and will therefore not have a tracking number.
  • Accessories, coffee, and starter kits may be shipped and packaged separately from the machine. This could result in receiving your merchandise on different days. Some items may ship via USPS.
  • Some items may be drop-shipped directly from the manufacturer. These items will not receive an automated tracking number. Please contact us directly if you have any questions regarding your shipment.
  • Please note that we are unable to ship Jura Capresso and Capresso branded items to Canada.
  • We can only ship items weighing under 1lb to a PO Box. Items weighing more than 1lb must be shipped to a valid street address.
  • UPS Air Shipments: If you are ordering a machine that requires Next-Day, 2-Day or 3-Day Deliveries, please make sure you place your order before 12:00 PM CST. We do our best to make sure all priority air packages are shipped the same day. However, we cannot guarantee that air shipments placed after 12:00 PM CST will ship that day. Please give us a call, if you need a priority package shipped and you are ordering after 12:00 PM CST, we will do our best to accommodate shipping requests.
  • Expedited Shipping:
    -Next-Day, 2-Day and 3-Day Deliveries are subject to UPS policies.
    -Saturday delivery is only available for UPS Next Day Delivery and must be specified at the time of ordering. No expedited shipments are delivered on Saturdays unless otherwise specified. Please note: UPS reserves the right to charge an additional fee for Saturday deliveries.
    -"In Transit" times provided by UPS are based on business days and do not include Saturdays or Sundays.
  • APO Shipping:
    -When placing an order with Essential Espresso that is being shipped to an Army Post Office (APO) or Fleet Post Office (FPO) we ask that you know a few things before you place your order. You will need the recipient’s full name, the Military Unit, and APO/FPO address, including zip code. To place your order, please contact our customer service department at 866-704-7001.
    -USPS also has weight and size restrictions on packages delivered to APO and FPO addresses. Packages shipped using the USPS cannot exceed 70. The package size is also limited to a total of 72” including the height, width and length.
    -Please note: Most prosumer espresso machines CANNOT be shipped to APO/FPO address, due to USPS size restrictions.

International Orders :

  • All packages shipped outside of the US are considered international.
  • Warranties are void on ALL machines shipped to or transported outside of the US.
  • Please note that we are unable to ship Jura Capresso or Capresso branded items to Canada.
  • The customer is responsible for all shipping, customs and brokerage fees as well as any other charges associated with delivery of the package.
  • Essential Espresso reserves the right to choose the appropriate shipping method and carrier.
  • Essential Espresso is not responsible for delivery of the package; once it leaves our facility, the responsibility falls on the carrier.
  • Essential Espresso does not guarantee transit times. "In Transit" times are determined by the carrier and are only estimates.
  • Orders will not be shipped without verification of shipping costs by customer. This cost does not include customs fees, brokerage charges or any other associated fees which are the sole responsibility of customers at time of delivery.
  • The customer is responsible for all return shipping costs involved with defective merchandise.

Refusal of Shipment
If the shipment is delivered to its intended destination and shipping is refused by the customer, the order will be subject to a $14 reroute fee and our merchandise return policy—which deducts a 15% restock fee on all returns.

Incorrect Address
Please verify your shipping address prior to finalizing purchases. If Essential Espresso has been provided an incorrect address, which results in the order being re-routed, the customer will be responsible for a $14 fee and incur additional shipping charges associated with the delivery of products to the correct destination.

Return Policy

Because your satisfaction is of the utmost importance, we will gladly accept the return of New/Unused espresso machines, coffee makers and coffee grinders up to thirty (30) days and refurbished products up to fifteen (15) days from the shipment date. This policy does not apply to commercial products, accessories, parts, grocery products or other non-returnable items.
The goal of our sales staff is to make sure the machines our customers purchase are a proper fit. If you have any questions after a purchase, please do not hesitate to call us so we can provide any instructions necessary for your complete enjoyment of your new purchase.

If you want to return your order please call our customer support line at 1-866-704-7001 . If your item is eligible for return we will issue an RMA number (Return Merchandise Authorization). WE DO NOT ACCEPT UNAUTHORIZED RETURNS.
When returning a product to our facilities, the RMA number must be clearly written on the outer box. An insured carrier should ship the merchandise with a tracking number. Your machine should be insured for the entire cost of the machine. Return shipping charges are the responsibility of the customer. Essential Espresso does not assume any responsibility for lost or damaged packages.

The Following Guidelines Apply to all Refunds:

  • Any unopened item espresso machine, grinder or coffee maker in original condition that is returned is subject to a 15% restocking fee (includes shipping and handling).
  • Any item that is not in its original condition, shows surface marring, is missing the manufacturer’s box or original inserts, is dirty or is missing parts for reasons not due to our error: is subject to restock and refurbishment fees of up to 50% of item's price.
  • Products must have any standard certification labels (UPC code, etc.) intact to be accepted as a return.
  • All items must be undamaged. Damaged items will not be accepted for a return.
  • RMA numbers, provided by our Customer Service Representatives for the return, are valid for 10 days only.
  • All gift-with-purchase items must be returned; otherwise, the full retail price will be deducted from your refund.
  • Grocery products, such as coffee, tea, drinks/syrups and other consumable items cannot be returned. Refunds will not be granted for these products.
  • Credits can only be issued to the card used for the original purchase.
  • Commercial products may not be returned.
  • Defective items will be replaced with the same model.

Bundle Pricing Return Policy

When you buy a package or gift set through Essential Espresso , the bundle price is often lower than the regular retail value of the items, if purchased separately. You can return one or more items purchased as a bundle; however, the refund will reflect the discounted price of the item(s) based on the package price. The refund amount may differ from the retail value of the item when sold separately.

Non-Returnable Items

Essential Espresso does not accept returns for the following items:

  • Any product missing the serial number or UPC. The serial number or UPC cannot be missing from the product itself or the manufacturer’s box.
  • Products that have been customized
  • Parts/care products or accessories
  • Coffee, tea, drinks/syrups and other consumable items. Orders shipped internationally (includes orders sent to Canada or to US territories)
  • No commercial merchandise may be returned

Defective Products

If you believe that your machine is not working properly, please contact our Customer Service department at 866-704-7001. New espresso machines, coffee makers and grinders can be exchanged up to 30 of the shipment date. Refurbished products can be exchanged up to 15 days from the shipment date.

  • Defective items will be replaced with the same model.
  • A technical support representative, who may offer basic troubleshooting and operational guidance over the phone to determine if the item can be deemed defective, must verify defective products.
  • If the product is not verified as defective, then it may be returned under our Return Policy.
  • Defective machines are returned via E-Labels. A representative will provide you with an E-Label, if the product is deemed defective. Please be aware that Essential Espresso does not assume responsibility for any shipping damage. Proper packing is the sole responsibility of the person returning the product, so be sure to package items secure
  • Merchandise must be received in like new condition with the original manufacturer’s box. All packing materials, manuals, and accessories must also be returned with the merchandise; otherwise, refurbishment fees will apply

Please Note: All of our machines have been tested; there may be residual coffee or water in some machines. Water or coffee residue does not indicate that a product has been used or is defective

Draining Your Boiler
When you return your espresso machine, the boiler must be properly drained to avoid damage. It is up to the customer to ensure that the boiler is completely drained. If the machine is received in our facilities damaged, due to an improperly drained boiler, the customer may be charged refurbishment fees.

* Please read the instructions in their entirety before attempting to drain the boiler. If you have any questions or concerns, contact our Tech Support Department at 866-704-7001.

Draining the Boiler of a Super Automatic Espresso Machine
(These directions do not apply to Jura-Capresso and Capresso machines; please refer to your user manual.)

  1. The espresso machine has to be at steam temperature in order for the boiler to be properly drained. Please use caution.
  2. Plug in your machine and turn the main power on. Wait until the machine is at steam temperature. Refer to the user’s manual if you’re not sure what proper steam temperature is for your machine.
  3. Locate a container that can hold at least 20fl.oz and place it under the steam wand. Be sure to use a container that will not conduct heat.
  4. Once your machine has reached steam temperature, activate the steam wand.
  5. While your machine dispenses steam, remove the water tank.
  6. Once your machine is done dispensing steam, close the steam valve and turn off the main power.
  7. Your boiler has now been drained.

Draining the Boiler of a Non-Heat Exchanger Semi-Automatic Espresso Machine

  • Allow your machine to cool down completely before attempting to drain the boiler.
  • Unplug the machine and remove all loose components, such as the portafilter, drip tray, and water tank.
  • Rest the machine on its back with all the buttons and switches in the OFF position.
  • Place a large container under the steam wand/hot water dispenser. Make sure that the container is in the proper position to catch any steam or water that will come out of the steam wand.
  • Turn on the machine.
  • Activate the pump. Activate the hot water option to dispense hot water from your machine.
  • Run your machine until all the hot water has been dispensed.
  • Rest your machine on its head and keep the container underneath the steam wand/hot water dispenser. Hot water will most likely begin to flow out of the steam wand again.
  • Wait until all the water has been dispensed through the steam wand/hot water dispenser. Turn off the hot water dispenser.
  • Rest the machine on its back and turn off the main power.
  • Your boiler has now been drained.

Draining the Boiler of a Heat-Exchanger, Semi-Automatic Espresso Machine

  1. Plug in your machine and turn the main power on. Wait until the machine is at steam temperature. Refer to the user’s manual if you’re not sure what proper steam temperature is for your machine.
  2. Locate two large containers and place one under the brew group. The other container should be placed under the hot water dispenser. Please note: these containers have to be large enough to hold the contents of your boiler.
  3. Remove the lid of your water reservoir.
  4. Remove the intake line in your water reservoir.
  5. Activate the pump by turning on the brew button, as you would to pull a shot of espresso. Be careful, as any water or steam coming out of the machine will be very hot.
  6. Run your machine until water no longer flows from the brew head.
  7. Turn off the brew button.
  8. Turn the main power of the machine off.
  9. Activate the hot water option to dispense hot water from your machine.
  10. Run your machine until all the hot water has been dispensed.
  11. Turn off the hot water dispenser.
  12. Your boiler has now been drained.

Warranty Policies
Shop with confidence; our machines come with complete manufacturers’ warranties. Please review the information below for our warranty and extended warranty policies.

  • Warranty replacement parts shipped by Essential Espresso will incur a shipping and handling fee.
  • Parts ordered through Essential Espresso are non-returnable and non-refundable. Please have your part number on hand when placing an order.
  • The manufacturer’s warranty and extended warranty do not cover normal-wear parts including, but not limited to, shower screens, portafilter handles, portafilter baskets, gaskets, and Pannarello wands.
  • Components that malfunction due to power surges and failures, hard water, unfiltered water or incorrect water pressure are not covered by the warranty and extended warranty.
  • Improper installation, use and failure to perform proper maintenance will void the manufacturer’s warranty and extended warranty.
  • Shipping and handling fees are not included in the manufacturer’s warranty.

Extended Warranties
Some products, not all, are backed by extended warranties. The extended warranty will become active when the manufacturer’s warranty expires. The extended warranty adheres to the same conditions and policies as the original manufacturer’s warranty. Shipping, handling and labor fees are not covered under the extended warranty.

Shipping Damage:

Please inspect your package when you receive it from the shipper. If you notice any damage from shipping, call us at 866-704-7001 to report the damage and DO NOT use the machine. You must contact us within five business days, to obtain the RMA number and initiate the return process. Make sure that you keep all packaging (boxes, shipping labels, packing material, etc...), as the shipper will come to inspect the package. You may also call the shipper directly. UPS can be reached at 1-800-742-5877. Be sure to review UPS' Terms & Conditions.

New Merchandise Performance Issues:

If you believe your product is having functional problems, you must contact our customer service department at 866-704-7001 within five business days from the date you receive the merchandise.

Refurbished and Open-box Items:

Refurbished and next-to-new items can be returned within 15 days from the date you receive the merchandise. These products are subject to all of the policies listed above. Please refer to our Return Guidelines, when shipping a refurbished, open-box item back to Essential Espresso.

Gift Purchase Policies

Products purchased as gifts should be inspected upon delivery. You should check to make sure that your order is complete and correct. Our carriers impose a five business day limit on all damage claims; you must contact Essential Espresso during this timeframe in order to open a damage claim.

Product Returns & Exchanges
We will be able to accommodate holiday returns with valid RMA numbers. Please contact a Customer Service Representative at 866-704-7001 to obtain your RMA number. All holiday returns will be eligible for a full refund, less shipping costs. The refund will be issued to the buyer’s credit card. It is the owner’s responsibility to properly pack and ship the merchandise back to Essential Espresso. Please refer to our Return Guidelines for additional information and instructions on how to properly package your machine.

 
 
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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

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