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Information & Policies

Price Assurance Policy
Ordering Methods
Payment Methods
Backorder Policy
Return Policy
Defective Products
Shipping Damage
Order Cancellation
Taxes
Privacy Policy
Website Disclaimer & User Agreement
Special Note
Trademarks
Green Statement
Website User Agreement
Warranty Information

PRICE ASSURANCE POLICY

Please let us know if any other Authorized Canadian online/retail dealer is offering products for online sale at lower bottom line prices. We can offer you the best total deal on identical in stock items before shipping and taxes are applied. We make this offer so you can base your decision concerning where to shop on considerations other than price.
 

Our price match offer does not cover special orders, refurbished products, repacks, products in short supply or on backorder with our supplier, or products advertised by non-Canadian dealers, unauthorized dealers, non-online/retail dealers, or grey market products. We may not be able to match clearance prices or those of goods being dumped on the local market but we will attempt to match anygenuine prices for identical items currently offered for online sale by authorized retail dealers for in stock items. We do not match products with "gift with purchase" items included.
 

Price match offer only covers single item machine purchases. For example: we offer discounts on related items added at time of purchase which lowers the cost of the total package. If a price match is honoured, no discounted related items can be added to the order to further reduce the cost. If additional items are added to the order, our normal on-line web pricing will prevail.

To request a price match, click here to send an email with the URL of the Canadian Authorized Dealers web page where you've found the lower priced identical in stock item offered for online sale (no gift items included) and we will match any regular price providing authenticity and availability can be verified (you must provide proof that the item is in stock and ready to ship).

We do not price match US online retailers prices for a number of reasons. Prices for products in the US and Canada are not controlled by us, they are set by the distributors and manufacturers. In addition, machines purchased from the United States are not warranted in Canada by Canadian distributors/dealers and therefore direct price comparisons are not valid. Note that online auctions, US or International purchased products are not accepted for warranty validation or repair and we will not repair machines or replace missing components from any package not purchased from us.

ORDERING METHODS

You can place an order with Espressotec Sales & Service online using our secure 128-bit server, by phone, email, or you can visit us at our Vancouver showroom for direct purchase.

Online orders are generally processed quicker and more accurately (since data entry is verified by you). As a logged-in user you have access to many more features. For example: tracking information, order history, preferred customer status, etc.

Online Orders (CREDIT CARD):

The Espressotec Sales & Service shopping cart allows you the choice of either entering your credit card details online via our secure server to complete the order or providing the card information to us by phone: 604-244-7989 or email.

You can still take advantage of the convenience and accuracy of online ordering using our shopping cart even if you do not wish to enter your credit card information online. If you prefer, your credit card information need never be stored anywhere on a computer system.

Online Orders (PAYPAL):

We accept Paypal payments (Canadian & US funds) to our Paypal account. Submit your order online using the shopping cart. Select the Paypal option from the Payment Method list in the Shopping Cart, then submit your order.
When we receive your order we will send a payment request to your Paypal e-mail account. You can then make your payment to us and we will process your order in the normal way. If you are in Canada your payment request will be in Canadian dollars, if in the United States or elsewhere we will generally convert your order to USD and send the request in US dollars. If you do wish to be billed in Canadian dollars please advise us at time of ordering.

Online Orders (Paypal Transfer or Direct Deposit)

If you wish to pay by Paypal  you can still submit your order online using the shopping cart. Select the appropriate method from the Payment Method drop-down list in the Shopping Cart and refer to the instructions for non-credit card payment below for further details.

PAYMENT INSTRUCTIONS FOR NON-CREDIT CARD TRANSACTIONS

Certified Cheque, Money Order or Bank Draft: 
Please make payable to Espressotec Sales & Service  and mail your payment to:

Espressotec Sales & Service  
12120 Vulcan Way  
RichmondBC Canada V6V 1J8 

If you have submitted the rest of your order online, please quote your Online Order Number with your payment.

Email Money Transfer
Send Interac Email Money Transfer email to moneytransfer@espressotec.com. For most efficient processing, please ensure that your security question has an unambiguous answer.

To check on product availability call 1-604-244-7989. Your order will be held pending until payment is complete.

Telephone and E-mail orders:

Be aware that on-line ordering has many advantages including shipment status, package tracking, your user preferences and processing time.

Telephone, and e-mail orders are processed as time permits and may take a full extra day if we are busy.

Telephone Orders:

Please call our Order Desk at 604-244-7989 with your order information.

E-mail Orders:

If you prefer to place an order via e-mail please send your requirements (quantity, part-number and shipping method) to info@espressotec.com along with your name, contact phone number and shipping address and phone number (if different). Please phone in your credit card details after you have e-mailed your order in.


Call our Richmond office:

Prefer to pick up your order in-store? We welcome visitors to our Richmond showroom/office at 12120 Vulcan Way. Pre-paid internet, fax or phone orders can be collected at any time during our normal business hours. Please let us know in advance when you wish to pick up your order so we can be sure to have it ready when you arrive. See our showroom location page for store hours and/or holiday closures.

Taxes in Canada

BC Residents will be charged 5% GST and 7% PST. Residents of Ontario and Atlantic Provinces will be charged 13% HST. All other Provinces and Territories will be charged 5% GST only.

Taxes, Duties and Shipping for US and International Orders

Customers outside Canada will not be charged any taxes. We pre-pay any duty and customs brokerage fees at the time of shipping, unless otherwise noted. Commercial machines are not subject to any import duties in the USA.

The shipping cost is calculated based on weight. We carry a blanket transit insurance package. All home machines are shipped to the USA via Canada Post and delivered by the US Postal service unless otherwise specified. Commercial machines will be shipped by appropriate commercial truck lines (usually Canadian Freightways and their US affiliates).
•  Commercial machines will be shipped by appropriate commercial truck lines (usually Canadian Freightways). 

PAYMENT METHODS

We accept VISA, MasterCard, American Express, Paypal, money orders/bank drafts, e-mail transfer, wire transfer and direct deposit for payment from within Canada and the US. AMEX and wire transfer are routinely accepted for international orders. Payment by personal or company cheque is accepted only when pre-authorised by office management.Cash, Interac, Visa, Mastercard and AMEX payments are also accepted in our showroom.
Purchase orders may be accepted from Government Departments and select other organizations at our option.

PAYMENT BY CREDIT CARD:

Please be sure to provide your exact billing address and telephone number (the address and phone number your credit card bank has on file for you) when you order. Incorrect information may cause a delay or refusal in processing your order. We may use this billing address information to verify the credit card information you provide and to receive a transaction authorization approval. 
•  Additional verification may be required for credit card orders charged to international credit cards or shipped to an address other than your billing address. A valid signature on file may be required before shipment. Credit card orders are billed to the credit card only when the order is ready for shipment. All orders are manually reviewed and Espressotec reserves the right to refuse suspicious credit card transactions or those for which we experience difficulty obtaining bank authorization. Payment by certified cheque, money order or wire transfer may be accepted in lieu in these cases.

PAYMENT BY PAYPAL:

•  We accept Paypal payments (Canadian & US funds) to our Paypal account. Check the paypal option on the shopping cart during checkout. We will send a payment request to your Paypal e-mail account within one business day. Simply pay the amount and your order will be processed.

PAYMENT BY WIRE TRANSFER:

You may also wire transfer funds to our banking establishment. Once the product and shipping total on your order has been calculated, this total will be faxed or e-mailed to you so you can arrange the transfer of funds into our account. There is an additional fee of $10 CAD for all wire transfers. You will be notified of our bank account number and routing number at the time your order is confirmed.

PAYMENT BY CASH, INTERAC or CREDIT CARD:

When you visit our showroom you have the option of paying by cash, Interac or major credit card (Visa, Mastercard, AMEX).

PURCHASE ORDERS:

Purchase orders are accepted from Federal & Provincial Government Departments, Educational & other institutions as well as from some businesses, subject to credit approval. Terms are Net 30 days. 

BACKORDER POLICY

COMPLETE SHIPPING

Our goal is to ship all orders complete within 24 hours. This is dependent upon daily shipping activity. When your order is processed you will receive notification via e-mail of shipment details.
If your order includes an item that is not in stock, your order will be held for completeshipment as soon as the item becomes available, unless you request a partial shipment (see below).

PARTIAL SHIPPING 

In stock items will be shipped as soon as possible using our standard rate for your chosen shipping method.
Other backordered items will be sent free of shipping charges by Canada Post Expedited Parcel. You may upgrade the shipping method for backordered items at a cost of half the normal shipping rate.

RETURN POLICY

RETURN PROCEDURES 

You must request a Return Merchandise Authorization number by e-mail before returning any items to us. ( click here for RMA Request ) 


RMA numbers are valid for 15 business days, the returned item(s) must reach us within that time.
The RMA number must appear clearly on the shipping package and on a copy of your receipt enclosed with the returned item(s).
• Please do not use the product box itself as your shipping package (double boxing is required).
Please send via a shipping method which issues tracking or identification numbers and which requires a signature on delivery so that you can be assured that the item has been received by our Returns Department (absolutely no collect items will be accepted).

GIFTS: To extend the 30 day return period when giving a gift, please write the gift date in the Comments section of your sales receipt or tell our customer service representative when ordering by telephone (e.g. birth date of recipient). If the item is then returned, the 30 day return period is effective from that date. Gifting date and gift status must be noted on your original sales receipt. 

CUSTOMER SATISFACTION

•  Most products may be returned for refund, credit or exchange within 30 days of the ship date of the product if returned to us in as new condition. A restocking fee of up to 20% may apply if the item is not returned in completely as new condition
•  We reserve the right to refuse a return on any product that does not meet these requirements: Items that have the outer packaging damaged in any way or are missing accessories or packaging materials cannot be accepted for return. For a full Customer Satisfaction refund to apply the item itself, all packaging, manuals and original accessories must not be marked or damaged in any way. 
Items that are not in as-new condition will be charged a restocking fee of up to 20%. 
•  You MUST contact us by email for a Return Merchandise Authorization Number (click here for RMA Request) within 30 days of the ship date of the product.
•  Any Customer Satisfaction refund will not include shipping charges, and you are responsible for return shipping charges.
•  The Customer Satisfaction Return Period is extended to January 15th for personal retail gift purchases made between November 12th and December 24th. (See GIFTS note for extensions to 30 day return period) 
•  Once we receive an item returned under the terms of our Customer Satisfaction Return Policy, we will issue a refund within 7 days to the original credit card, or by Paypal or by cheque if payment was not made by credit card. Shipping and Handling Fees are not refundable, unless an order has been incorrectly shipped by Espressotec.

DEFECTIVE RETURNS

•  If you are not satisfied with any unused product (coffee and parts excluded) which you have purchased from Espressotec, you may return it within 30 days for a full refund less shipping fees, coffee items or (if the item you return was sent with "Free Shipping", the shipping cost will deducted from your credit).
•  Returned items must be in unused condition, with all original parts, accessories, manuals, etc., and must be re-packaged in the original non-damaged retail display box. If any of these items are missing, you will be charged a 5 to 20% re-stocking fee. To return an item, you must contact us via phone or e-mail ( info@espressotec.com ) within 30 days of purchase to obtain a Return Merchandise Authorization Number. 
•  You must ship returns via a courier that provides tracking, and provide Espressotec with the tracking number. 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.
•  Make sure you retain all original packaging and the machine is absolutely clean and NO WATER is inside before shipping.

Please note: We cannot accept collect or postage-due return shipments, and are not responsible for uninsured packages that are lost in transit. We strongly suggest that you insure your package.

Upon receipt of your return merchandise in above described condition, we'll promptly process it, and credit your account or refund you money. 

Our Address: 
Espressotec Sales & Service 
12120 Vulcan Way 
Richmond , BC 
CANADA V6V 1J8 
Tel: 604 244-7989 
Toll Free Fax: 1 866 257-7117

DEFECTIVE MERCHANDISE

•  If you don't think your new espresso machine or grinder is working properly please call us at 1-604-244-7989, MON-FRI 9am - 6pm Pacific Standard time. We will do our best to troubleshoot the machine for you, however in the event the product is faulty; we will then give you instructions on how to return the machine for repair, replacement or refund (at our discretion). We will do our best to work with you to resolve the problem.
•  Items which are found to be defective within 30 days of the shipment date may be returned to us for repair or replacement at our discretion (same item only) . After 30 days, the terms of either the manufacturer's or Espressotec's warranty apply. ( see Warranty Policy). 
•  You MUST contact us by email for a Return Authorization Number ( click here for Return Authorization Request ) within the 30 day period.
•  Shipping costs for defective items are shared: you pay return shipping costs to Espressotec and we pay for shipment of the repaired or replacement item to you by either Expedited Parcel or DHL courier (at our option). If you wish to upgrade the shipping method you may pay the difference between our standard method and the method of your choice.

SHIPPING DAMAGE

•  If you notice any damage from shipping (inspect the shipping box when you receive it for dents etc.) please note the damage on the carrier's freight bill or receipt.
 

• If you purchased an item that was damaged in transit, please contact us immediately. We will then issue you an RMA number. You will be responsible to contact the courier (Canada Post, Greyhound, etc) to pick up the item and return it to us, at your initial expense. Items returned without an RMA number may be refused by us. After we receive the item and inspect it we will reimburse you up to the cost of standard ground transportation. We will then send out a replacement at no charge to you, once we receive the damaged item back and inspect it. If you wish faster service, we can send out a replacement unit immediately, however it must be paid for in full prior to shipment. Then the damaged unit will be refunded to you, based on the original payment method.
•  Most products sold by Espressotec Sales & service are warranted by us and we will repair, replace or refund the value of the merchandise at our discretion. We do our best to keep a full parts inventory of every machine that we sell and work with the manufacturer's to ensure that we have a good supply of parts availability well into the service life of their machines. MORE HERE

ORDER CANCELLATION

•  Orders can be cancelled at no cost to you if the item has not yet shipped. Please call or e-mail us as soon as possible if you decide to cancel an order, so that we can cancel shipment. You may cancel your own on-line order by logging in and canceling it. Your credit card will be credited if the order has been processed but has not yet shipped.

•  If the item has shipped, you will be responsible for paying the shipping costs for returning the merchandise to us. When returning a cancelled order, you must ship via a courier that provides tracking, and provide us with the tracking number. If the item is lost or destroyed in transit, you will be charged for the item. Therefore it is recommended that you purchase insurance from the courier so that you can be reimbursed for an item if it is lost or destroyed in transit.

•  For items that are cancelled after they are shipped, your account will not be credited until we receive the returned item in good condition. Cancelled orders that have shipped must be returned unopened and undamaged to receive credit. Our outgoing shipping costs will be deducted from the invoice, prior to our reimbursement to you.  

TAX

TAXES FOR SHIPMENTS IN CANADA

• BC residents pay 5% GST and 7% PST.

• Residents of Ontario and Atlantic Provinces pay 13% HST.

• Residents of all other Provinces and Territories pay 5% GST only.

TAXES, DUTIES AND SHIPPING FOR USA AND INTERNATIONAL

•  Customers outside Canada will not be charged any taxes. We pre-pay any duty and customs brokerage fees at the time of shipping, unless otherwise noted. Commercial machines are not subject to any duties in USA . 

• The shipping cost is calculated based on weight. We carry a blanket transit insurance package. All home machines are shipped to the USA via Canada Post and delivered by the US Postal service unless otherwise specified. Commercial machines will be shipped by appropriate commercial truck lines (usually Canadian Freightways and their US affiliates)

TAXES AND SHIPPING - NEW COMMERCIAL MACHINES, USED/RECONDITIONED COMMERCIAL MACHINES

•  We pre-pay any customs duties or brokerage on new commercial espresso machines for USA shipment. Shipping and insurance is at the cost of the customer and is based on weight. Crating Costs for Reconditioned machines may apply on larger machines. Extra charges for heated shipping may apply in winter months, if the machine is tested prior to shipment. We do not ship commercial machines outside of Canada or the contiguous United states . Commercial machines are not subject to any duties in USA . 

PRIVACY POLICY

Your information and the business you do with us are kept in strict confidence. Only authorized personnel have access to your information. We don't sell or provide any information to third parties, unless required for credit card authentication or transaction verification. Our procedures and systems are designed to protect your information from error, loss and unauthorized access. We use a 128 bit secure server (SSL) and encrypted technology to process credit card information. We also do not employ any wireless networks in house which can be subject to fraudulent interception from outside the premises. For more information on our Privacy policy, please CLICK HERE

WEB-SITE DISCLAIMER & USER AGREEMENT

All information provided on this web site is subject to change without notice. Espressotec Sales & Service has made every effort to make this web site helpful and accurate. However, due to the open nature of this web site, and the potential for errors in the storage and transmission of digital information, Espressotec Sales & Service does not warrant the accuracy of information obtained from this web site. All materials posted on this site are "as is" and without warranty express or implied. Espressotec Sales & Service disclaims all warranties including the implied warranty of merchantability and fitness for a particular purpose. Espressotec Sales & Service does not warrant that functions contained on this site will be uninterrupted or error-free, that defects will be corrected, or that this site or the servers are free of viruses or other harmful components. Espressotec Sales & Service does not warrant or represent the use of the materials on this site in terms of their correctness, accuracy, reliability, or otherwise. WEBSITE USER AGREEMENT 

SPECIAL NOTE

Espressotec Sales & Service cannot be liable for pictorial or typographical inaccuracies. All product specifications, including dimensions, are subject to change without notice. Prices shown are cash prices in Canadian dollars and are subject to change without notice. Shipping and Handling fees also are subject to change without notice. We reserve the right to limit quantities.

TRADEMARKS

This web site contains third-party trademarks and service marks. All marks are the property of their respective companies. All rights in the intellectual property contained in this web site including copyright, trademarks, trade secrets and patent rights are reserved. Access to this web site does not constitute a right to copy or use any of the intellectual property of Espressotec Sales & Service or its suppliers.