We strive to ensure that your purchases are protected well enough to survive a trip across the country, but accidents can happen. Inspect the contents of your package as quickly as possible following receipt, even if you do not intend to immediately use the product. UPS requires that any damage should be reported within five (5) business days. Once we are aware of the damage, a member of the Customer Service team will work with you to set up its replacement order.
Please carefully inspect your package when it arrives for any shipping damage. If an item appears to be damaged, do not attempt to use it and notify us immediately so that we can begin the claims process. See our complete policy on Damaged Merchandise in our Shipping Policy
- Damages In Transit: Common Carrier (i.e. UPS, FedEx, USPS, DHL) - To increase customer satisfaction, we take great care in inspecting EVERY piece of equipment that is sold by Total Espresso. You will notice that we do open boxes to inspect the equipment as well as add packaging material for an extra safe shipping journey to every customer. Therefore, we ask that you do not be alarmed if you see that we opened the box and re-sealed it. All non-palletized orders/shipments are properly boxed and insured for delivery by common carrier to your address. Please inspect your package when you receive it from UPS or USPS. All claims for damages and shortages must be made within five (5) business days of receipt of merchandise.
- Box Damage - If you notice any apparent damages to the outer carton (i.e. gashes in the box, box severely crushed, internal packaging leaking peanuts, or creased corners), please alert the driver/carrier and make a damage notation with your signature.
- Concealed Damages (UPS, FedEx, and USPS only) - If you notice any concealed damages from shipping, please call us within five (5) business days of receipt. Make sure that you keep all packaging (boxes, shipping labels, peanuts, etc...) as the respective UPS, FedEx, or USPS inspector will need to inspect the package. Failure to keep and return all packaging will null and void all applicable return, exchange, and refund privileges.
If your equipment order has arrived with visible damage, please do NOT use the merchandise. Once used, the carrier, as well as you, will deem the shipment as "accepted and acceptable" or "used", and the carrier will not issue a claim number nor pay for any damages. If there is no visible damage to an espresso machine, please check the operation of the machine with water only to inspect for internal damages which would show water leakage. If there is water leakage, please call us within five (5) business days and please unplug equipment. If there is no physical damage to a coffee grinder, please turn it on without coffee to inspect for any strange noises. We cannot issue a replacement, exchange or refund unless a claim number is issued. Your use of purchased item(s) damaged in transit or failure to keep all packaging for the carrier's inspection will null and void our return, exchange, or refund privileges with manufacturers or importers.