Frequently Asked Questions
Repairs and Service
Repair Status and Turnaround Time
Do you work on my machine?
We only work on household espresso machines. We do not work on any other type of appliance or any commercial machines. You must be able to deliver or ship the machine to our shop.
We work on the following brands of home espresso machines. We do not work on ANY commercial machines, even if we work on that brand’s home models:
- Baratza (standalone grinders)
- Bezzera (BZ02 and BZ09)
- DeLonghi (Fully automatic models (those with built-in grinder)), Dedica, and La Specialista only)
- Gaggia (Except Platinum and very old semiautomatic models)
- Jura (no machines still under factory warranty)
- La Pavoni (Lever machines only)
- Olympia (Cremina 67 and Maximatic)
- Pasquini (Livia 90 and Livia G4 only)
- Quick Mill (except Silvano)
- Rancilio (Silvia-series machines, and Rocky grinder only)
- Saeco (Except Sirena, Italia, Talea, and Odea)
- Solis (Master 5000 only)
- Starbucks (Except Sirena and Italia)
We do NOT work on the following brands. Please contact the manufacturer directly for repairs on these machines:
- Breville (Seattle Coffee Gear services these, except Bambino model)
- Francis Francis
- La Cimbali
- La Marzocco
- La San Marco
- La Spaziale
- Nuova Simonelli
- San Remo
- **Any drip coffee maker
- ***Any machine weighing over 80 pounds, or which requires more than 1800 watts power (i.e. I must be able to safely carry the machine by myself and plug it into a standard electrical outlet)
Why do we work on some brands but not others? There are several manufacturers whom have made repair parts extremely difficult or impossible to obtain. That, in conjunction with a lack of service documentation for these brands have driven our decision to not service them. While some issues may be resolved without parts, it’s too much of a gamble for us to take them apart and risk something breaking that we can’t get a replacement for.
Can I drop off my machine instead of shipping it to you?
Yes you can, and I prefer this whenever possible because packing machines in boxes after repair is very time consuming. Please go ahead and drop it off any time during business hours. I do advise making sure it’s on the list of machines I can work on beforehand. Please see the first question in this section for that list, and send me a message if you need any clarification.
Please empty the water tank and drip tray in your machine before transporting it. While it’s amusing to watch a torrent of water falling from your machine as you carry it from the car, it’s better for everyone if that doesn’t happen.
How much will it cost to have my machine looked at and/or repaired?
We include initial diagnosis in our minimum labor charge ($75). After diagnosing the issue(s) with your machine, we can provide an estimate for the necessary repairs.
Our labor rate is $150 per hour, with a half hour minimum.
If for whatever reason we determine that your machine cannot be repaired, we will waive the minimum labor charge and you will owe nothing (unless we paid to have it shipped to our shop, and/or you want it shipped back to you, in which case you only need to reimburse our shipping costs). We can recycle your unrepairable machine upon request.
If you decline the repair estimate, you will be responsible for the minimum labor charge to cover the time we spent on diagnosis.
Repairs are subject to the local sales tax rate of 8.5% (unless the machine is shipped outside of the state of Washington).
Some example costs of common repairs:
- Overhaul on DeLonghi ESAM models $208
- Repair boiler leak on late model (2017-current) DeLonghi ESAM3300 $85.50
- Jura “error 8” repair $318 ($325 for ENA-Micro or A1/A9)
- Water pump replacement on fully automatic machine (except Jura) $125
- Gaggia Classic overhaul $175.25
I dropped off/shipped my machine for repair. Will you call me with an estimate before repairing my machine?
If no instructions were given regarding repair costs, we will perform any repairs we deem necessary up to $150. For repairs exceeding this amount we will provide an estimate and await your approval before proceeding. We do our best to give a general idea of cost when your machine arrives, but this is not always possible, especially if we are not provided with detailed information about what the issues are with the machine.
What do I need to send with my machine?
At a minimum, please include a note in the box with your name, phone number, email address, return shipping address, and a detailed description of what is wrong with your machine. Without a description of all of the issues you are experiencing, it is possible that something will be missed. If possible, please email a video of the problems to [email protected] before shipping.
Machines received without any notes or paperwork may be refused delivery, at our sole discretion. Case numbers or claim numbers issued by your espresso machine’s manufacturer are not sufficient information, as we aren’t able to look up any details with these numbers.
How long will my repair take?
We used to be able to complete repairs within a few days of receipt, but the pandemic has caused a dramatic spike in demand for repairs that we have not been been able to keep up with. Additionally, it is becoming increasingly difficult to obtain some common parts needed for repairs on DeLonghi, Saeco, and Gaggia machines. Currently we are averaging 2-3 weeks for completion of repairs.
You can check our most up-to-date turnaround time by using the “Repair Status Tracker” and entering “123” as the phone number. This will show you how many machines are currently in line, and what the next date with availability is.
How do I pack my machine for shipping to you?
Please refer to the Repairs and Service page on this website, where there are detailed instructions and a video to assist with this process. Please ensure your packaging meets UPS/FedEx insurability standards, or we will need to provide replacement packaging when returning your machine. A repackaging fee will be included in your shipping total where necessary ($15-25 depending on size of machine).
If you don’t have time to read those instructions, at a bare minimum do the following:
- Disconnect the power cord from the back (if yours is removable).
- Remove water filter from the reservoir (if installed) and do not send it.
- Dry as much water as possible from inside and outside of machine.
- Tape down all loose parts such as lids.
- Pack your machine in such a way that if the box is dropped, kicked, dented, etc. the machine will not be damaged. No part of the machine should be in direct contact with the walls of the box.
Can I make an appointment to have my machine fixed while I wait?
We are not currently able to offer this service. Rush service may be available for an additional fee (on a case-by-case basis), but your machine will still need to be left at least overnight, as rush service is done outside of normal business hours so that regularly scheduled work is not affected.
I’m having trouble reaching you. What is the best way to contact you?
As a company of only one employee and an extremely high workload, I am currently unable to take phone calls, and I apologize for the inconvenience that causes. The best ways to reach me are by texting 360-567-0547 or emailing me through my contact form. You can also email me directly at [email protected], but please be aware that many direct emails are flagged as spam. I do my best to catch these emails, but sometimes they are missed. Messages are checked and replied to during business hours only.
Are you able to come out and service my machine at my home or office?
Our business is not currently set up to operate this way. We don’t have a service vehicle to transport the large amount of tools, parts, and equipment needed for service, our insurance only covers work done in our shop, and with a staff of one person there is nobody available to leave the shop during business hours and go to a remote location. You can always ship your machine to our shop if it’s not convenient to visit in person.
What is a good time to stop by/ what are your hours?
We are open Tuesday-Friday 9am-6pm, and Saturday 10am-2pm, feel free to stop by any time during those hours. We are closed every Sunday and Monday. We will post any changes to these hours (such as vacations/holidays) to Google Maps and our voicemail recording.
Where are you located?
Our address is:
Espresso Resource NW
5305 NE 121st Ave
Vancouver, WA 98682
When you arrive at the Contractor Village business park (blue warehouse buildings), turn in to the south driveway and follow the access road to Row 3. Turn down this row and our shop will be on the right. You can park in front of our roll-up door or any any marked parking space that doesn’t say “Reserved”.
Has my order shipped?
Click the “My Account / Order Status” link at the top right hand side of our site to check your order status. If the order status is “Completed” then your order has shipped. If you don’t see a tracking number in the order notes, please contact us and we’ll send you the tracking information.
How do I change quantities or cancel an item in my order?
How do I track my order?
Visit the track your order page, enter your order number and the billing email address you used for the order, then click “Track”. The tracking information should appear in the “Order Updates” section. Visit the carrier’s website (UPS or USPS, depending on the shipping option you selected) and use the tracking number to track the delivery progress.
The original packaging for my item looks like it has been opened
We open and inspect every box before shipping, whether the item is brand new, used, or refurbished, so that there are no surprises when you receive it. Many of our products come from overseas, and it is not unusual for something to get damaged in transit, so we want to make sure that these issues are caught before shipping the product to you. If you have any questions about the condition of the item you received, please reach out to us.
An item is missing from my shipment.
Some orders are shipped in multiple boxes. Please email us at [email protected] with your order number and we’ll figure it out.
My order never arrived.
Click the “My Account / Order Status” link at the top right hand side of our site to track your order status. Be sure that all of the items in your order have shipped already. If you order displays your Package Tracking Numbers, check with the shipper to confirm that your packages were delivered. If your packages each show a status of “delivered”, please contact customer service for assistance.
I received the wrong product.
If you feel that you have received the wrong product, please contact customer service within 72 hours of receiving the product. Please email [email protected] with your order number.
How do I return my product?
It is important to follow the return process that you review our policies and follow the instructions below.
- All Returns and Exchanges must be arranged through us within 30 days after receipt of the product.
- If your item appears to be defective, please allow us to help you troubleshoot before returning in case of user error or other issues that can be resolved remotely.
- You will be responsible for paying the shipping costs for returning merchandise to us. If a returned item is lost or destroyed in transit, your account will not be credited for the return, and you will be responsible for obtaining reimbursement from the courier. Therefore, we strongly recommend that you purchase insurance from the courier for returned items.
- Please use UPS or FedEx as they will provide you with a tracking number so you can check the status of your return. We can provide a prepaid UPS return label upon request.
- Please allow 3 business days for Espresso Resource NW to inspect your return and process your refund. You will receive an email notification with a copy of your credit transaction.
- Please be prompt with your return as your return must be received within 30 days of return approval, so please contact us if you are not able to return within that time frame.
My product is missing parts.
Please contact customer service within 72 hours of receiving the product and we’ll talk about it and make it right. Please email [email protected] with your order number.
Pricing & Billing
Do I have to pay sales tax?
You only have to pay sales tax for online purchases if you are located in Washington state. Tax will be calculated during checkout. If you visit our shop in person, you will have to pay the local sales tax rate of 8.5%, this is due to a change in Washington tax law that went into effect July 1st, 2019.
I have questions about my charges.
I need a copy of my receipt/invoice.
Click the “My Account / Order Status” link at the top right hand side of our site to print a receipt.
When will my refund/credit appear on my account?
Credits usually take 7-10 business days from the time we receive your item(s).
When will my credit card be charged?
Your credit card will be charged when your order is placed.
How do I create an account?
How do I edit my account information?
Click the “My Account / Order Status” link at the top right hand side of our site to edit account information.
How much is shipping?
For orders over $99.00, Espresso Resource NW provides FREE shipping by UPS Ground serving the 48 Contiguous States in the U.S.
Shipping is automatically calculated prior to submitting your payment information. Simply add items to your cart and proceed to the Checkout page where you will be offered Shipping Method choices and their prices.
Can you ship internationally?
At this time, we only ship and conduct business within the United States.
When will my order ship?
Orders received by 2pm Pacific Time on weekdays (except holidays) will usually ship the same day. If we’re out of the shop that day for some reason (rare, but things come up sometimes), we will ship your order the following business day. All items marked “In Stock” are actually in stock at our shop for immediate fulfillment, we do not drop ship or backorder.
It is our commitment to provide you the best service with the best value, at our best price. We value your business and strive to keep our prices as low as we can while still providing you excellent service. Understand that we are a small business running out of a brick-and-mortar shop, and cannot compete with Amazon and eBay pricing, but we greatly surpass them in customer service and expertise.
Is this website secure?
This website is protected with SSL (secure socket layer) encryption, the highest standard in Internet security. Credit card information entered on our checkout form is sent through a very secure connection to our merchant processing company for processing, no sensitive cardholder information is stored or processed on Espresso Resource NW servers.