Damage During Shipping
The party shipping the damaged product is solely responsible for contacting the parcel carrier and opening a Freight Damage Claim on the shipment. If the party shipping the damaged product refuses to place a claim with the parcel’s carrier, a $50 claim processing fee will be assessed on top of all other fees identified in the Returns & Exchanges Policy.
If Chris' Coffee Service (CCS) is the shipper and your shipment contains concealed damage (damage to the product directly, not the outer packaging), it is the responsibility of the receiver to notify a CCS representative immediately. If a damage claim is able to be processed via CCS and the carrier - the receiver will be issued a pickup by the carrier as communicated by CCS. Once the first scan has been made in the tracking process and the carrier confirms receipt a replacement will be sent within two business days.
All merchandise received should be carefully inspected by the receiver upon delivery. If any possible damage exists on the packaging please request that the driver document either on their handheld device (UPS & FedEx) or on the bill of laiding (common carrier i.e XPO Logistics, A Duie Pyle, etc.). Send photographic proof and send immediately to Chris’ Coffee Service so an investigation can be initiated. Notify Chris’ Coffee Service if damaged, defective, malfunctioning, or missing product(s) within 5-days of delivery. DO NOT DISCARD ANY PACKING MATERIALS OR PAPERWORK CONTAINED WITHIN. Refuse any shipment that does not meet your quality standards.
My Return was Refused
Any product(s) that lack a valid, missing, or a non-legible RMA will be refused and returned to sender. Once the product(s) have arrived at the original destination please request a valid RMA.
Packing Your Products
If the original packaging has been discarded for your product(s) intended for return, have a qualified carrier such as UPS, FedEx, etc pack your product(s). Avoid using newspaper, brown cardboard paper, flexible inserts, and any other packing materials that are weakened by moisture. Only include product(s), accessories, and parts that are directly related to the issue you would like inspected by our technicians. Avoid including all items that could come dislodged and could cause damage during transit. i.e driptrays, portafilters, etc. Once your product(s) have been adequately packed, insure the items for their full replacement cost.
Shipping My Repair Or Return
It is the full responsibility of the sender to properly package and protect the product(s) being returned. Once an RMA has been completed, a call tag will be issued from Chris’ Coffee Service to the sender. Any damage incurred by the parcel service will be reported to the shipper (Chris’ Coffee Service) where an investigation will be opened. A Chris’ Coffee Service representative will contact you within 5 business days with an update on your shipment. Products without a valid Return Merchandise Authorization (RMA) provided by our technical support team clearly indicated in permanent marker on all sides and all parcels of the shipment will be refused upon receipt and returned to sender.
Out of Warranty:
It is the full responsibility of the shipper to properly package and protect the product(s). Any damage incurred by the parcel service will be reported to the shipper along with an estimate of repair. Products without a valid Return Merchandise Authorization (RMA) provided by our technical support team clearly indicated in permanent marker on all sides and all parcels of the shipment will be refused upon receipt and returned to sender.
Merchandise eligible for our free shipping method within the contiguous United States ships within 3-days of the date of your order. The mode of shipping is subject to Chris’ Coffee Service’s judgement and no order’s shipping method will be upgraded to an expedited method.
Orders with expedited shipping requested by the purchaser is processed same day, Monday through Friday, before 12pm EST. Any order that has been placed after 12pm EST or outside of regular business days, as defined as Monday through Friday unless a national holiday is in effect. If orders are delayed as direct result of an act of god i.e. snow, flood, fire, etc., no refund will be issued under any circumstances. These delays are clearly listed on the carrier’s websites.UPS Service Alerts FedEx Service Alerts
When calculating shipping times bear in mind that Saturday, Sunday, or any Holiday is not calculated as a day. i.e., your order is place on Thursday you will not receive your 2nd Day shipping until Monday.
Shipping to a P.O. Box
Orders under 70lbs are eligible for USPS and can be shipped to a PO box. Exceptions include but are not limited to: espresso machines, coffee grinders, etc. UPS and FedEx will not ship to a PO box.
For all orders over $250 a signature is required. This is a non-negotiable requirement meant to protect the purchaser from theft and unnecessary damage to your product(s). A full waiver of liability is required to be signed if the waived signature requirement will be removed, ultimately it is the discretion of the driver. If the driver deems it unsafe to leave an item with no signature required he may not make final delivery. Contact UPS for more information.
All machines should be returned utilizing the same shipping method that Chris’ Coffee Service used. If any other shipping method or shipper is used to return items - damage can ensue and Chris’ Coffee Service reserves the right to refuse the parcel and return to sender.
Chris’ Coffee Service strongly discourages using USPS. If damage is incurred during shipping, a damage claim is nearly impossible to file. If USPS is used in the return shipping of any product(s) without Chris’ Coffee Service’s explicit instruction, Chris’ Coffee Service reserves the right to refuse the parcel and return to sender.
All tracking information is provided via email and within your account page. Review all orders and pertinent tracking information in your account. Tracking information is occasionally not provided by the carrier. Circumstances in which this is true: special shipping requests by the purchaser and the order was manually processed using USPS. Products that are shipped via a common carrier (by logistics company i.e. Old Dominion, A Duie Pyle, etc.), tracking will not be provided within your account. A Chris’ Coffee Service representative will contact you when the shipment has been arranged and palletized. A tracking number called a “pro number”, the carrier’s name and phone number, and photos of the package will be provided for tracking purposes. Make note of the photos, do not discard, these will ensure you know how the package should be received. Should the packaging appear to have any signs of “possible” internal damage: show the driver your reference photos, as sent by your Chris’ Coffee Representative, express your concerns about the “possible” damage, and ask the driver if you can physically inspect the product(s) received prior to signing. Have the driver notate any damage to the exterior of the parcel(s) and contact Chris' Coffee Service with any additional concerns.
Common Carrier Tracking
Warranty Service Shipping
During the first 30-days of your product(s) warranty, Chris’ Coffee Service is responsible for the cost of freight and shipping to our facility as well as the return to the origin location. No call tags will be issued to the shipping party. It is the shippers responsibility to sign and return an RMA to Chris’ Coffee Service prior to sending. Chris’ Coffee Service will refund your costs of shipping (please save all receipts), insure all products for the replacement value, and we will arrange return shipping after warranty service has been completed. During return shipping to the origin location the shipment will be arranged under standard UPS Ground. Additional charges for expedited shipping at the request of the warranty holder is the sole responsibility of the requester, i.e. 100% of the cost of shipping as arranged by the requester.