Frequently Asked Questions

Order Status

Has my order shipped?

Click the “My Account / Order Status” link at the top right hand side of our site to check your orders status.

How do I change quantities or cancel an item in my order?

Click the “My Account / Order Status” link at the top right hand side of our site to view orders you have placed. Then click the “Change quantities / cancel orders” link to find and edit your order. Please note that once an order has begun processing or has shipped, the order is no longer editable.

How do I track my order?

Click the “My Account / Order Status” link at the top right hand side of our site to login and then hit track your order.

An item is missing from my shipment.

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.

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. Toll Free Number: 1-866-289-0262

How do I return my product?

It is important to follow the return process that you review our policies and follow the instructions below.

  1. All Returns and Exchanges must be arranged through our Customer Service Staff within 30 days after receipt of the product.
  2. Customer Service will assign an Return Authorization Number (RA#). Please call 1-866-289-0262 OR complete this online Authorization Request (WHERE IS REQUEST?). You must include this RA# on the shipping label of the returning package.
  3. 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.
  4. Please use UPS or FedEx as they will provide you with a tracking number so you can check the status of your return.
  5. Refunds for returned items will have shipping costs incurred by Espresso Resource NW for transport from manufacturer to customer deducted.
  6. Please allow 10-15 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.
  7. Please be prompt with your return as your RA# expires 30 days after it is issued, 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. Toll Free Number: 1-866-289-0262

When will my backorder arrive?

Backordered items are those which our suppliers are unable to predict when they will have more in stock, but as soon as they do, we will be able to ship the item to you.

Pricing & Billing

Do I have to pay sales tax?

You only have to pay sales tax if you are located in Washington state.  Tax will be calculated during checkout.

I have questions about my charges.

Click the “My Account / Order Status” link at the top right hand side of our site to review your orders. You may compare your order history on our website, with your financial records. If you have further questions or concerns, please contact customer service for further assistance 1-866-289-0262.

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 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 within 24 hours prior to shipment of your item(s).

My Account

How do I create an account?

Click the “My Account / Order Status” link at the top right hand side of our site and following directions for new customers. Upon account creation, you will also be registered in our database to receive ongoing communication from our company (e.g., news, special offers, product information, etc.). You may unsubscribe at any time. Please read our Privacy Policy and website Terms & Conditions for more information.

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.

I forgot my password?

Click the “My Account / Order Status” link at the top right hand side of our site to login and then hit track your order.

Shipping

My machine needs repairing, how do I ship?

Get all of your instructions here.

How much is shipping?

For orders of new machines over $99.00, Espresso Resource NW provides FREE shipping by UPS Ground serving the 48 Contiguous States in the U.S. Free shipping of used or refurbished espresso machines is determined on an item by item basis.  Please check the individual product to see if it qualifies for free shipping. For items that are shipped by common carrier, we can provide curbside delivery only. White Glove Service may be available at an additional charge, please call us at 1-866-289-0262 regarding availability.

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.

Guarantees

Low-price guarantee.

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.

Privacy Policy

We value your privacy. Please view our Privacy Policy for complete details on how we use the information we collect.

Is this website secure?

This website is protected with SSL (secure socket layer) encryption, the highest standard in Internet security.