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Customer Service

Please take a moment to familiarize yourself with our policies.

Below you will find our Return Policy, Cancellation Policy and information about our Shipping Rates. We reserve the right to ship our products with the carrier of our choice in order that we may optimize delivery time and cost. Our standard shippers are FedEx, UPS, and the U.S. Postal Service. On the large commercial models, we ship via freight. In addition, when an item ships via UPS or FedEx, we will provide the customer with the tracking number for their order so they may be able to track their shipment and will know when they can expect delivery. If an item ships via the U.S. Postal Service, we will not be able to provide a tracking number.

RETURN POLICY

Please note that all returns will only be accepted with prior authorization. Please contact us for a Return Authorization number.

For all products except the commercial products in our "Commercial Machines" section as well as all espresso machines and equipment, cappuccino machines, coffee machines and grinders, we will glady accept any returns within 30 days from the date you receive the merchandise for a full refund minus shipping & handling. All espresso equipment and machines, cappuccino machines, coffee machines, grinders and coffee equipment that are returned and not damaged must be unused and will be subject to a 20% restocking fee and must be returned within 30 days from the date you receive the merchandise. We cannot accept returns on consumable items. All claims for damaged or defective items must be directed to us no later than 5 days of receipt of merchandise. Claims for shortages or errors must also be directed to our attention within 5 days of receipt of merchandise. Please inspect all packages upon receipt to ensure no damage has occurred in shipment. If an item is obviously damaged, please do not use it, but rather call or send us an email immediately. Please keep all the original packaging (boxes, packing material, etc.) since UPS/FedEx may require original packaging in order to approve a claim. A restocking fee of 20% will be assessed on all electric's returned incomplete or damaged due to improper packaging. In addition, if you received free shipping on any order which you return, we will deduct our actual shipping cost from your credit. Perishable items are non-returnable.

For our commercial machines, our policy is to not accept returns once the machine has been delivered, unless the machine is obviously defective or damaged in some way. Instead, it is our policy to resolve any technical problems that you may have, but not to take back new commercial equipment simply because a customer has changed their mind.

CANCELLATION POLICY

Customers have 24 hours to cancel an order. Orders can only be cancelled if they have not yet been shipped. If the order has already been shipped, please refer to our return policy. We are sorry, but rush orders cannot be cancelled. Please refer to our Return Policy regarding rush orders.

SHIPPING RATES & POLICY

Our shipping rates are determined by the package dimensions and weight, and the destination zip code. For shipments to Alaska, Hawaii, Canada, Puerto Rico, and the Virgin Islands, send a note to our sales department. Tell us what you are interested in purchasing, and what your zip code is. We will get back to you as soon as possible with a shipping cost. If for any reason a package is returned because of an inadequate or incorrect shipping address, a 20% surcharge will be charged as well as the original cost of shipping.

If you choose to upgrade your shipping method to "Rush," your order must be received and clear credit authorization by 12:00 Noon EST or your order may not be processed until the following business day. Business days are Monday-Friday, excluding federal holidays within the United States. Note that this also applies to UPS and FedEx (our main means of shipping) and you should take this into consideration when ordering, espeically if you order on a Friday (i.e. the weekend days will not be counted in a 2-3 day Rush delivery).

Commercial equipment cannot be ordered "Rush." Note also, that the shipping fee is calculated assuming that your order will use standard shipping. Heavy commercial equipment (e.g., over 75 pounds) cannot be shipped this way. To prevent damage, most of the heavy items will be crated and delivered by a freight carrier. The freight shipping cost will be more than what is calculated at checkout. We will let you know the actual cost when your equipment ships. If you need a definite shipping quote, please call or send an email prior to ordering.

PRIVACY POLICY

Our Commitment To Your Privacy

Your privacy is important to us. To better protect your privacy the following notice explains the information we collect and how it is used.

What Information Is Collected:

As part of the order process, the following information is collected from shoppers:

Name
Shipping/Billing Address
Email address
Phone number
Credit/Debit Card Information

How That Information Is Used:

We respect your privacy. We do not sell, trade or share your personal information with anyone. The information we collect is used strictly to fill and confirm orders, send tracking information regarding orders or to send an e-mail with special offers. We do, however, need to send information to companies working on our behalf in order that we may fulfill your order. In no other instance will we send any personal identifiable information to anyone for any other reason other than fulfillment of orders.

CONTACT INFORMATION

If you would like to contact us, you may send an e-mail to: sales@thecoffeebrewers.com. If you would like to call us, our toll-free number is 888-665-7262. You can also reach our technical expert, Phil, by calling 203-885-8673 and he can answer most technical questions about any of the equipment we sell. Please leave a message if you get his voice mail and he will get back to you as soon as possible, usually within an hour or two. If you prefer to write to us, our address is:

The Coffee Brewers
P.O. Box 3954
Danbury, CT 06813
Tel. No. 888-665-7262
Fax. No. 203-798-0036

ORDER PROCESSING TIME

Orders are processed as they are received, usually within 1-2 business days. If an item is out of stock, we will notify you immediately so that you can either choose another item or we will issue you a full refund.

METHOD OF PAYMENT

We accept Visa, MasterCard, Discover, American Express and Paypal. We will also accept your personal or business check, but please know that your order will not be shipped until your check has cleared.

Please note that if you are shipping merchandise to an address which is different from the billing address that your bank has on file, please call your bank to register the shipping address with them. This is to protect our customers from identify theft.