SERVICE
& REPAIRS

REFURBISHED

ACCESSORIES

Accademia by Gaggia

PARTS

Gran Baristo by Saeco

Frequently Asked Questions

Repairs and Service

Repair Status and Turnaround Time

Enter the phone number you gave us (numbers only, no spaces) to check the status of your repair. If you provided multiple phone numbers, only one of them will work in this form. If we don't have any phone number on file for you, we likely used your email address. All machines are looked at in the order received; thank you for your patience. To check our current turnaround time, enter the number 123 in the search box. Results will appear above this message.

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)
  • Crem
  • DeLonghi (We work on all fully automatic models from this brand (the Magnifica, for example), and we also work on the La Specialista and Dedica series)
  • ECM
  • Estro (except Profi)
  • Expobar
  • Gaggia (Except Platinum and semiautomatic models other than the Classic)
  • Izzo
  • Jura
  • La Pavoni (Lever machines only, no Crossroads or Pub V)
  • Olympia (Cremina 67 and Maximatic)
  • Pasquini (Livia 90 only)
  • Profitec
  • Quick Mill (except Silvano)
  • Rancilio (Silvia-series machines, and Rocky grinder only)
  • Rocket
  • Saeco (Except Sirena, Italia, Talea, and Odea)
  • Spidem
  • Starbucks (Except Sirena and Italia)
  • Vibiemme/VBM

We do NOT work on the following brands:

  • Ascaso
  • Astoria
  • Astra
  • Bosch
  • Breville (Seattle Coffee Gear services these, except Bambino model)
  • Costway
  • Crossland
  • Cuisinart
  • Espressione
  • Francis Francis
  • Keurig
  • Kitchenaid
  • Krups
  • La Cimbali
  • La Marzocco
  • La San Marco
  • La Spaziale
  • Lavazza
  • Lelit
  • Miele
  • Nespresso
  • Nuova Simonelli
  • Rosito Bisani
  • Salvatore
  • San Remo
  • Siemens
  • Solis
  • Terra Kaffe
  • **Any drip coffee maker, or all-in-one machine which incorporates a 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)
  • ****Any machine with more than one group head

If your machine is not listed in either section, please check with us. There are too many to list everything but we have covered the most common ones we’re asked about.

Please don’t ask us to make exceptions and service a machine that is specifically mentioned on the list of unsupported brands/models, if it’s on that list there’s a reason.

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 so it doesn’t spill.

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, or isn’t worth repairing, 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 8.7%, or the sales tax rate at the address it’s being shipped to (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

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.

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.

Our turnaround time fluctuates between 1-3 weeks depending upon demand.

You can check our most up-to-date turnaround time by using the “Repair Status Tracker” above 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.

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 and tray grilles with a residue-free tape (such a painter’s tape)
  • 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.
  • Do not use Amazon boxes, or other thin-walled boxes as these are not sturdy enough to protect the machine in transit.

Rush service may be available for an additional fee (on a case-by-case basis). Availability is limited as machines in line must also be kept on schedule. Please send a contact form with the model number of your machine and detailed information about the problems you would like repaired. Only machines for which we have all needed parts in stock and which require minimal troubleshooting and testing are eligible for rush service.

As a company of only one employee and an extremely high workload, I am 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. Messages are checked and replied to during business hours only.

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.

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.

Our address is:

Espresso Resource NW

5305 NE 121st Ave

Suite 305

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”.

All repairs include a 90-day warranty on labor and replaced parts. If the original problem is not fixed or returns within 90 days, we will repair it again at no charge.

To reduce the chances of an issue occurring after service, it’s important that we are given an accurate and detailed description of the problem you would like repaired.

Order Status

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.

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.

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.

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.

Some orders are shipped in multiple boxes. Please email us at [email protected] with your order number and we’ll figure it out.

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. Please email [email protected] with your order number.

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 us 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. Please email [email protected] with your order number.

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 8.7%, 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 purchases over $99.00, Espresso Resource NW provides FREE shipping by UPS Ground serving the 48 Contiguous States in the U.S. Repair services are not eligible for free shipping.

For purchases under $99, we offer $7.95 flat rate shipping. We may use any of the following services for flat rate shipping, depending upon what you have ordered and where it’s being sent: USPS Ground Advantage, UPS Ground, or UPS SurePost. Faster shipping options are available for an additional cost.

To see costs for other shipping methods or for orders going to AK or HI:

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. You can also view an estimated shipping cost in the cart by entering your zip code.

Shipping costs for machines sent in for repair are based on the actual cost charged to use by the carrier. We can provide a shipping estimate if you let us know the dimensions and weight of the box, and your return address.

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

Orders received by 2pm Pacific Time Tuesday-Friday (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.