Frequently Asked Questions

Repairs and Service

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:

  • DeLonghi (Fully automatic models, Dedica, and La Specialista only)
  • Gaggia (Except Platinum and very old semiautomatic models)
  • Jura (limited parts availability, no machines still under factory warranty)
  • La Pavoni (Lever machines only)
  • Pasquini (Livia 90 and Livia G4 only)
  • Rancilio (Silvia only)
  • Saeco (Except Sirena, Italia, Talea, and Odea)
  • Solis (Master 5000 only)
  • Spidem
  • Starbucks (Except Sirena)
  •  **Most E61 group machines

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

  • Ascaso
  • Bosch
  • Breville
  • Costway
  • Crossland
  • Cuisinart
  • Espressione
  • Francis Francis
  • Keurig
  • Krups
  • Lelit
  • 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.

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. Our minimum labor charge depends on the machine type (due to the varying difficulty of repairs on different machines). For repairs on small manual/semi-automatic machines (such as Rancilio Silvia or La Pavoni Europiccola) the minimum is $50, for fully automatic machines (such as DeLonghi Magnifica or Jura E8) the minimum is $85, for large semi-automatic/prosumer machines (such as Vibiemme Domobar Super) the minimum is $115.

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.

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.

Machines received without any notes or paperwork may be refused delivery, at our sole discretion. Your Philips Saeco case number is used only by Philips and does not provide us with any useful information.

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.

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.

We are not currently able to offer this service.

As a company of only one employee and an extremely high workload, it is currently very difficult to take phone calls, and we apologize for the inconvenience that causes. The best ways to reach us are by texting 360-567-0547 or emailing us through our contact form. You can also email us directly at service@espressoresourcenw.com, but please be aware that many direct emails are flagged as spam. We do our best to catch these emails, but sometimes they are missed.

Order Status

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

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.

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

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.

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.

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

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. 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.
  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. We can provide a prepaid UPS return label upon request.
  5. 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.
  6. 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.

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

Pricing & Billing

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.

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.

Click the “My Account / Order Status” link at the top right hand side of our site to print a receipt.

Credits usually take 7-10 business days from the time we receive your item(s).

Your credit card will be charged when your order is placed.

My 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.

Click the “My Account / Order Status” link at the top right hand side of our site to edit account information.

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

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.

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.

At this time, we only ship and conduct business within the United States.

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.

Guarantees

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.

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

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.