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Customer Service

Espresso Machine Experts is able to provide expert advice on all brands and models that we sell because we service what we sell; this philosophy has driven our business practices since we started in 1987. We are committed to providing you with service that will ensure ongoing enjoyment and satisfaction of your purchase for years to come. Often concerns can be resolved with a simple phone call or email. Review our store policies to understand each aspect of your purchase.

Price Guarantee

Should you find the product you want at a better price call us. We are prepared to price match any US retailer. Canadians are encouraged to visit our affiliate company at www.caffenostro.com. Price matches must be for identical items. No other promotion will be applied including “gifts” with purchase as advertised on our website. Shipping costs may apply. Price matches must be confirmed on a US website of a manufacturer authorized dealer. Price match must be completed at the time of purchase. EME reserves the right to decline a price match!

Shipping & Delivery


We ship to only within the Continental USA.

Canadian customers can visit our affiliate Canadian company at www.caffenostro.com

All shipments will be sent UPS or FEDEX. A tracking number can be provided. All orders will be filled within 48 hours.

At the time of delivery, ensure the box is not damaged in any way. Any damaged boxes should be noted and documented by the delivery personnel. Keep all original boxes, including shipping peanuts as the delivery carrier may ask to see these for damages to be claimed. Do not use your machine until shipping damage claims are resolved.

Report any damaged, missing, defective or malfunctioning equipment immediately and no later than 5 business days of delivery.

Be sure to read the operating instructions to ensure you are setting up the equipment as required. Often malfunctions are due to operator error. You may contact the manufacturer or our facility for further assistance.

Privacy and Security

 

Are online transactions on your site secure?
 

All the information you provide, including your credit card information, is secured using Secure Sockets Layer (SSL) encryption technology. We use SSL technology to prevent your information from being intercepted and read as it is transmitted over the Internet. In addition, our site is tested and certified daily to pass the HACKER SAFE Security Scan. Research indicates that sites remotely scanned for known vulnerabilities on a daily basis, such as those earning HACKER SAFE certification, prevent over 99% of hacker crime.

How do you use my contact information?

We request your email address so that we can email you an order confirmation. We request your phone number to contact you in case we need to give you an order update. Rest assured, we never rent or sell your contact information to anybody, for anything.

Exchange or Return Policy:


Purchases of Machine at our Retail Location

All returns must:
  • Be made within14 days of purchase. Only a store credit can be provided for items between 15 and 30 days. After 30 days the warranty (link) policy will
    apply.
  • Be in original packaging, manufacturer-provided accessories and components intact.
  • Return any non-consumable items and “gifts” provided at the time of sale. Any gift with purchase not returned will be deducted from your refund.
  • Consumable items including coffee, syrups and parts are non-refundable.
    The cost of these items will be deducted from your refund even if they appear at a zero cost on the original invoice.
  • Any used accessories such as frothing pitchers, thermometers, cups, etc. are
    non refundable.
  • Ensure equipment is in “like new” (link) condition and must be approved by the general manager. Any machine that has been used, must be inspected and tested by our technicians and authorized by the general manager before a refund is issued.
  • Every attempt will be made to complete the return when you are at the store. It is best to call to ensure the availability of the general manager. In some cases, a return may take up to 7 business days to process.
  • A 20% restocking fee will be applied on returned merchandise, which is waived in the event of an exchange.
  • An immediate full refund will only be given on any new, unused, unboxed item upon inspection.

    Purchases of new Machines made by phone or website

    All returns must:
  • Be made within 30 days of delivery. After 30 days the warranty policy will apply.
  • Have a Return Merchandise Authorization number.
  • Return Authorization can only be completed by email by contacting info@espresso-experts.com. The email message must contain a reason for return and a phone number where you can be reached. We will follow up with a phone call to determine if there is an exchange to meet your satisfaction.
  • Be in original packaging, manufacturer-provided accessories and components intact.
  • Return any non-consumable items and “gifts” provided at the time of sale.

    Any gift with purchase not returned will be deducted from your refund.
  • Consumable items including coffee, syrups and parts are non-refundable. The cost of these items will be deducted from your refund even if they appear at a zero cost on the original invoice.
  • Any used accessories such as frothing pitchers, thermometers, cups, etc. are non refundable.
  • Ensure equipment is in “like new” (link) condition and must be approved by the general manager. Any machine that has been used, must be inspected and tested by our technicians and authorized by the general manager before a refund is issued.
  • Every attempt will be made to complete the return when you are at the store. It is best to call to ensure the availability of the general manager. In some cases, a return may take up to 15 business days to process.
  • A 20% restocking fee will be applied on returned merchandise, which is waived in the event of an exchange.
  • Be sure to follow in detail shipping instructions.

    Shipping Instructions
  • Return machine in original packaging including the original outer box.
  • Ensure all accessories are included and secured in order to avoid any damages during shipping.
  • Any “gift” with purchase must be packaged for return in the same manner it was originally shipped.
  • Use only UPS or FEDEX and insure for the full value of the machine.
  • Document the tracking number.
  • It is the responsibility of the sender to follow up with the transportation carrier in the event of damages during shipping.
  • Shipping costs to return or exchange items will be the responsibility of the customer.

    Definition of “Like new” condition
  • Only used a few times.
  • All original components intact. All accessories including scoops, filter baskets, CD, User Manuals must be returned in original packaging and any additional packaging materials including outer boxes provided.
  • No scratches, dents or stains. No markings can appear on any part of the
    machine.
  • Thoroughly cleaned. No coffee beans in grinder, no water in the water tank, clean dreg drawer. NEVER PUT COMPONENTS IN A DISHWASHER.
  • Machines must be fully bled (draining the boiler). See user manual for
    instructions for your particular model.

Gift with Purchase

EME reserves the right to substitute any free, bonus or gift with purchase of similar value and may be shipped separately from your order.

Warranty

New espresso machines carry a one-year warranty. All service is completed on site at Espresso Machine Experts. Full coverage of warranty work can be obtained by calling SAECO USA to obtain a Service Center number by calling 1-800-933-7876.

Once you obtain a Service Center number you can bring or ship your machine to our facility. Please refer to shipping instructions on how to properly package your machine.

Be a SAVVY Consumer:

  • Contact Information- Be sure the company you are dealing with has an actual address and easy to find telephone number. You may want to be able to call and speak to someone to answer your questions or walk you through an issue. We have both an online and store front to meet your needs.
  • Sales and Service- An authorized dealer will provide the knowledge to serve your best and product quick and efficient service using original factory parts. Since 1987, we have been selling and servicing machines as an authorized dealer.
  • Pricing – Posted pricing ensures what you will charged. Verbal pricing can change at check out. Remember to consider if shipping is included, sales tax or other charges.
  • Policy -Ensure the company you deal with has an established and clear policy so there are no surprises. Companies without policy may appear to offer a better price but often have hidden costs. Rest assured with our price guarantee
  • Be sure you are ordering from a secure site and that the company does not sell your private information.
  • Make sure you are purchasing a new machine. We at EME only sell new machines. Note that all machines are tested at the factory and may contain residual water or coffee grinds.
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