Frequently Asked Questions

Repairs and Service

Do you work on my machine?

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:

  • Ascaso
  • Crossland
  • DeLonghi (In-warranty repairs available, contact DeLonghi first for warranty claims)
  • ECM
  • Expobar
  • Gaggia
  • Izzo
  • Jura (limited parts availability)
  • La Pavoni (Lever machines only)
  • Pasquini (Except Livietta T2)
  • Quick Mill
  • Rancilio (Silvia only)
  • Rocket
  • Saeco
  • Solis
  • Spidem
  • Starbucks
  •  **Most E61 group machines (Call first)

We do NOT work on the following brands. Please contact the manufacturer directly for repairs on these machines:

  • Bosch
  • Breville
  • Costway
  • Cuisinart
  • Keurig
  • Krups
  • Miele
  • Nespresso
  • Nuova Simonelli
  • Siemens
  • **Any drip coffee maker

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.

How much will it cost to have my machine looked at?

We offer an initial diagnosis at no charge. After diagnosing the issue(s) with your machine, we can provide an estimate for the necessary repairs.

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 $75. 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.

I was referred to your company by Saeco for repair. 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. Many issues take extensive and targeted testing to uncover; understanding what you were seeing helps immensely. If possible, please email a video of the problems to service@espressoresourcenw.com before shipping.

How long will my repair take?

Our turnaround time can vary considerably depending on our current backlog and parts availability. In general, we try to get your machine out the door in 3-5 business days, although during peak times of the year it can take a few weeks. We try to anticipate parts needs for newly arrived machines whenever possible. While we may not perform a complete diagnosis until it has reached the front of the line, if the described problem sounds like it may require parts we don’t have, we will try to confirm this early on and order what we need so we aren’t waiting around for parts longer than necessary.

How much will it cost to have my machine "tuned up" or refurbished?

Tune-up/overhaul/refurbish can mean a lot of different things to different people. How we define them, and some general pricing where available is as follows:

Tune-up: general cleaning of machine and descaling, replace any gaskets that are noticeably worn or leaking, lubricate the brew group, clean the grinder and inspect condition of burrs, test machine functions. Usual cost range: $90-150

Overhaul: full cleaning inside and out, descale, replace all gaskets regardless of condition, lubricate the brew group, clean the grinder, replace any sensors or position switches that aren’t performing like new, test machine functions. Usual cost range: $160-250

Refurbishment: Everything included in an overhaul, with the addition of replacing the pump and boilers (if not stainless steel type), replace any exterior parts that are in poor cosmetic condition (where parts are available), replace any solenoid valves that are known to fail, replace any controls that are not responsive. This service will be custom-tailored to the specific machine and level of “newness” you want to achieve. Usual cost range: $350++

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).

Can I make an appointment to have my machine fixed while I wait?

It depends. While we primarily service all machines in the order received (this is more fair to everyone and much more efficient), we can and do make exceptions if we already have a good idea of what will be needed, and it will be a quick repair. Another option is to call ahead and have your name added to the repair queue and bring your machine in when it is nearing the head of the line, so that the amount of time it sits in the shop will be kept to a minimum. If you will be traveling a long distance and would like a same day turnaround, please contact us at least two weeks in advance, preferably one month (to obtain any parts that may be backordered), so necessary arrangements can be made.

I’m having trouble reaching you. What is the best way to contact you?

We are a small business and often get very busy, and apologize if that results in your phone calls going to voicemail. Most of the work we do requires two hands and full concentration, so phone calls are best saved for the beginning or end of the day. The best way to reach us is by sending an email to service@espressoresourcenw.com. You can also text us if you prefer at 866-289-0262.

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 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 8.4%, this is due to a change in Washington tax law that went into effect July 1st, 2019.

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

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. Understand that we are a small business running out of a brick-and-mortar shop, and cannot compete with e-commerce websites pricing, but we greatly surpass them in customer service and expertise.

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.

COVID-19 NOTICE: We are open for business during our regularly scheduled hours. Face masks are required for unvaccinated visitors. Due to extremely high demand for repairs, our current estimated turnaround time is 3+ weeks. You can email your information to service@espressoresourcenw.com if you would like to hold your place in line and drop off your machine closer to the estimated commencement date of repair.