Help Center

Yes, the merchandise colors that we list with our products are true representations of the color. Since we are an authorized dealer of each one of the products we sell, we can use official manufacturer photographs in order to be accurate and true to the actual color that is available  (Please note that your monitor color specifications may slightly alter the color you see online).   Please also note that most of the products we sell are hand made by artisans, not mass produced in great quantities with automated machinery.  This means that the products may have some variances and may not appear exactly like they do in photos or videos and may have minor "blemishes" to the finish.  Every retailer of these products will have products with the same variations.  These variations do not count as reasons for warranty support.

Yes, we sell only new, authentic merchandise that has been imported directly from the manufacturer.  We do occasionally sell “as is” items at reduced prices, but they are clearly marked and explained in the product description.  

Yes, if there is a product that is currently sold out, you can enter your email address on the product description page and Total Espresso will notify you when that specific product next becomes available. 

Yes, our website is fully secure and we do not share or sell any information to outside sources or 3rd party companies.  Any information you supply to us will remain internal, and can only be viewed by TotalEspresso.com employees.

We currently accept Visa, MasterCard, American Express, Diner's Club and Discover credit/debit cards. We also accept PayPal, Apple Pay,  and Amazon Payments options. 

Yes, our website is fully secure and we never share any information with any 3rd party companies.  TotalEspresso.com is certified Level 1 PCI DSS compliant. This compliance is a result of annual on-site assessments validating compliance to continuous risk management.  We work really hard to ensure our website and especially our shopping cart software is secured.  We never see customer financial data through our website.  

Your billing address is the address that your bank/credit card company has on file to which it sends your bill every month.

No, the billing/shipping addresses you used when you placed your original order are the addresses that will be used for that order.

The only time we will have to charge sales tax is if your order is shipped within the state of Louisiana.  

To cancel an order, please call us at 1-877-652-6533, or use our live chat feature during business hours to chat with a customer service representative.  Orders that have been shipped cannot be canceled.  

Some discount codes may be subject to expiration dates or a single use.  Also, some items are restricted by the manufacturers, and we simply aren't allowed to discount those items any further.  Usually there will be an explanation in your shopping cart as to why the discount you are trying to use was not able to be applied.

The most common reason is that the billing information you provided does not exactly match the information that your credit card company has on file.  In most cases, if you contact your financial institution issuing the credit card they will be able to offer further information as to why your pament was not approved. 

You can always place orders over the phone. Typically, you probably would not want to put your credit card information onto an email, so ordering through Total Espresso's standard online checkout or over the phone are normally the safest options.  

Your email address is typically the way that we identify your customer file, and it allows us to send you your order confirmations and tracking details.  If you do not like to give out your email address, you can always call us at 1-877-652-6533, and we can enter an order for you without using your email address.   A phone number is always needed in case FedEx or UPS has any problems with your shipment, or we need to contact you in case of any issues with your order.  

Almost all orders will be shipped out within 1-3 business days. However, if there are problems with your order and we have to contact you for additional information prior to shipping, that will cause a delay. 

Orders placed online cannot be altered or adjusted in any way once submitted.  Orders placed over the phone with a member of the Sales Team may be altered until they've been processed for shipment. Please contact a member of the Customer Service team for additional information. Should you want to cancel your order or have it returned to us, please see Cancellations for complete instructions.

Canceling an order will require additional processing time and can incur additional charges. Cancellations are not guaranteed.

If your order has not been shipped, a member of our Customer Service team can be contacted to change the shipping address for your order.  Orders that have been modified in this way will require more processing time and may incur additional charges.  Orders which have shipped cannot have their address changed.

No.  You cannot request to have an order held at a UPS Facility.  This is to ensure the security of your package and make certain that you receive it.

Orders paid for and processed cannot have their method of payment altered or their balance transferred. 

Orders can only be canceled prior to being processed for shipment.  All canceled orders are subject to a $20.00 processing fee.  The cancellation fee will be deducted from the refund for your order.

Orders eligible for cancellation can only be canceled by contacting a member of our Customer Service team by phone.  If an order has been processed for shipment, it cannot be canceled.

The balance of a canceled order will be refunded to the original form of payment(s) less a $20.00 processing fee.

Canceled orders will be credited in full, minus the processing fee of $20.00.  Depending on your financial institution, this refund will be processed and post to the original form of payment within 5 business days of issuance.

No. Once an order has shipped, it cannot be canceled.  When the merchandise arrives, you must initiate a return with a member of our Customer Service team for a refund less $20.00 processing fee and the original cost of shipping the merchandise to you.  

When attempting to cancel an order, we will make every effort to cancel the order.  If we are unable cancel the order, it is the customer’s responsibility to initiate a return of  the product to Total Espresso. 

Total Espresso provides you with peace of mind knowing that you are getting the absolute lowest price possible on the internet (all prices are in US Dollars).  Our goal is to make sure your shopping experience with us is memorable and our customer service is top notch. Therefore, we offer a 100% Price Match Guarantee. If you should find another Authorized online merchant that offers a lower advertised price than us, please let us know and we will meet or beat it. This price match is applicable before your purchase is made. Email us (sales@TotalEspresso.com) with the link to the competitor's website and details of their offer.  We reserve the right to refuse a price-match request at our own discretion in the event of an erroneous request or a situation in which the price match is deemed to be too low to be viable for business.  See our Price Match Policy for complete details.  

Price matches must be explicitly requested at the time of purchase.  We are unable to honor price match requests placed after the transaction has been processed.

 We will be happy to price match any manufacturer-authorized online US-based retailer that sells the product in question.  Physical retail (“brick and mortar”) locations do not apply.

Prices for espresso machines and grinders can only be matched for identical items from the same market (same model number).  Accessories do not qualify for this program and cannot be price matched.

What if the Item is Not in Stock?

A:  The items being matched in price must be in stock at the manufacturer-authorized US-based retailer with the lower price when the price match is requested.

The price to be matched must be posted on the website of a manufacturer-authorized US-based retailer. We cannot match prices offered by Wholesalers, non-US retailers or retailers operating from outside of the United States.  Verbal price matches cannot be honored.  Individual sales quotes provided directly to individual customers, electronically or over the phone, are ineligible for Price Matching.

Additional charges will apply to orders where price matches have been approved and the competing website bills shipping and/or handling, or would be required to charge sales tax.

Total Espresso reserves the right to decline a price match at our discretion.  

If you have sent back items for return, please give us a call at 1-877-652-6533 and one of our friendly customer representatives will determine the status of your refund.  

At TotalEspresso.com we have some of the lowest prices around, but when we do have a sale we want you to know about it.  We will either email you with news about an upcoming promotion or we will display it prominently with a banner on the front page of the website.  The coupon or promotional code is entered in the area labeled discount code under the picture of your merchandise in the shopping cart area during Checkout.

Yes, if the price of an item you have ordered from us is reduced on TotalEspresso.com within 30 days of purchase, we will refund the difference to you.  This is part of Total Espresso's Price Guarantee.  

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.

If you believe the product you received is damaged or broken, discontinue using it and contact a member of our Customer Service team. Be sure to take pictures of any damage you find and send them to customerservice@TotalEspresso.com to speed along the process.  Keep all of the packaging (both shipping and manufacturers’ packaging) used to deliver the product to you. This packaging is required to process a warranty claim.

Home equipment which arrives defective or becomes defective due to manufacturer's defect within five (5) calendar days of the receipt/delivery date will either be replaced or a replacement part will be shipped UPS Ground or USPS by either Total Espresso or one of our supply partners.   

Lack of water in the internal boiler, not just the water reservoir of an espresso machine, can damage the heating element – these cases are not handled under warranty as this is not a defect of the machine. Customer should watch the water intake hose (where applicable) when starting for the first time to insure water is being drawn in. If not, you should stop the machine immediately and call Total Espresso.  

Damaged or Lost Merchandise must be reported within five (5) business days of delivery. Claims reported outside of this window cannot be processed. This is a requirement of our shippers.

In order for our Customer Service team to file a damage claim on your behalf, we will require the following:

• A photo or video of the damage sustained by your product.
  
• That the product and all of its original shipping box(es) and manufacturer packaging are located at the address to which it was originally shipped.
  

Most manufacturer warranties cover the cost of parts and labor associated with repairing defects in workmanship for one or two years.  Espresso machines that can be plumbed directly to a water supply have a one year parts warranty only.  The warranty for each product is listed on the item's product page of TotalEspresso.com.  Warranties do not cover shipping your merchandise to an authorized repair facility.  

 A number of circumstances will void a product’s warranty, including but not limited to those listed here:

• Accumulation of scale in, on, or around the water circuit of an espresso machine.
  
• Preventable clogs in grinders or dosing mechanisms.
  
• Failure to adhere to the manufacturers’ recommended maintenance schedule and procedures.
  
• Failure of normal wear and tear items (e.g. group gaskets, wear seals, shower screens, etc.).
  
• Use of the product for any purpose other than those stated by the manufacturer (e.g. commercial use of a product intended for home use).
  
• Removal of the product from its intended region of use (e.g. taking the product on vacation with you to another country, or permanently moving the product outside of the country in which it was purchased).
  
• User error and/or negligence (e.g. improper reassembly of parts, improper storage, etc.).
  
• Damage sustained from shipping and/or handling, or damage due to any of the above circumstances.
  
• The use of any grinder for flavored coffee beans, other food products, or regrinding the grinds will render the coffee grinder as a non-refundable, non-returnable final sale. 
  

All of our espresso machines and grinders have been tested by their respective manufacturer. Because of this, you may find small amounts of water, water spotting, coffee residue, or coffee grounds on and within new products.  This is not an indicator that a product has been used or is defective.  Testing is done by the manufacturer to ensure the quality and functionality of your product.

Yes, home equipment which arrives defective or becomes defective due to manufacturer's defect within five (5) calendar days of the receipt/delivery date will either be replaced or a replacement part will be shipped UPS Ground or USPS by either Total Espresso or one of our supply partners.   Lack of water in the internal boiler, not just the water reservoir of an espresso machine, can damage the heating element – these cases are not handled under warranty as this is not a defect of the machine. Customer should watch the water intake hose (where applicable) when starting for the first time to insure water is being drawn in. If not, you should stop the machine immediately and call Total Espresso.  Temperature, taste of coffee, possible adjustments that may be needed, lack of a proper grinder, lack of fresh coffee, or inexperience are not considered defective.

Total Espresso will accept returns/exchanges from 30 days of purchase. Upon receipt and inspection of the returned item, we will refund the full price of the item(s) excluding shipping and handling each way and a $20.00 administrative fee.  If the item was shipped for free, our shipping cost will be deducted from the refund.  All items should be returned in a “Like New” condition in its original packaging, with all original parts, manuals, videos, manufacturer-provided accessories and components intact. If any of these items are missing, you will be charged a 20% re-stocking fee.  Refunds will be credited back onto the original form of payment. 

You must first obtain a Return Merchandise Authorization (RMA) number from us before your item is accepted. Contact us via email (info@TotalEspresso.com) and let us know why you'd like to return the machine. We will send an RMA email to you with detailed instructions on exchanging or returning your merchandise, including the shipping address to send it to.  This RMA will be valid for 15 days from date of issue.  You must ship returns via a courier that provides tracking and insurance such as UPS or FedEx, and provide Total Espresso with the tracking number.  You will be responsible for paying the shipping costs (including sufficient insurance) for returning merchandise to us. 

All coffee is non-returnable.  Any opened or used accessories (such as tampers or pitchers) are non-returnable as well as any items classified as ‘Commercial’ or for commercial-use.  Items that shipped with a UPC or bar codes must have them intact to be returned.  Removal or altering of the UPC or bar codes will make the item ineligible for return.  There are no exceptions to this policy.  Orders outside of their return window are not eligible for return or exchange, no exceptions.

Any eligible return item that is part of an order which included any discounts from a discounted package deal, customized order, build-to-order package, or a free gift with purchase may have those discounts reversed on the return credit.  When you purchase a bundle, package, or gift set, the price of each included item is often lower than the regular retail value if purchased separately.  If you return one or more items from a bundle, package, or gift set, the refund will reflect the discounted price of the item based off of the package price.  You will not receive full retail value for the bundle, package, or gift set item returned.

All refunds for the returned item will be issued to the original form of payment (i.e., credit card, Paypal, Amazon Pay, Apple Pay, etc.).   Refunds can take up to 30 days from our receipt of the merchandise return to process due to inspection of the item.  

Yes, but only in the first 30 days after purchase.  All items should be returned in a “Like New” condition in their original packaging, with all original parts, manuals, videos, manufacturer-provided accessories and components intact.  If any of these items are missing, you will be charged a 20% re-stocking fee.   A “Like New” product is a lightly used item that has been removed from its box and used as intended by the manufacturer for a short period of time.  All items, components, manuals, and packing materials must be returned in its original packaging.  The product must be clean and dry upon arrival at Total Espresso.  Any item returned to us that requires cleaning will incur a cleaning deduction from the refund, or be refused. The product must not be functionally or cosmetically damaged in any way, that is no scratches, dents, or stains.  

Return shipping is the responsibility of the customer. 

To subscribe, visit our homepage at www.TotalEspresso.com. near the bottom left of the page there is a section to sign up for our newsletters.  These periodic newsletters will include any promotional discount codes or offers and topical information about espresso machines, grinders, and accessories.  To unsubscribe, click the “unsubscribe” link in one of the newsletters you receive by email.  

Simply find the product that you purchased on our website. Underneath the picture of the item, find the tab labeled "Reviews". Click on that tab and it will prompt you to write and submit a review.

Product reviews usually appear within 7-10 days of submission.

Product reviews cannot be deleted or updated once submitted.

Unfortunately, we do not offer gift-wrapping at this time.

Our customer service department is open Monday-Friday 9am-5pm Central Time.  We are closed Saturday and Sunday and holidays.  Periodically, we may close for inventory and the phones may be unmanned, so just leave a voice message and we will return your call as soon as we are able. 

At TotalEspresso.com we have some of the lowest prices around, but when we do have a sale we want you to know about it.  We will either email you with news about an upcoming promotion or we will display it prominently with a banner on the front page of the website.  The coupon or promotional code is entered in the area labeled discount code under the picture of your merchandise in the shopping cart area during Checkout.