SHIPPING

Although Caffe Tech may arrange transport for the customer, Caffe Tech does so merely for the convenience of the customer. The responsibility of the goods transferred to the shipping company once the goods transfer into the shipping Company's possession.

  • Caffe Tech will not use any other couriers at the request of the customer or bill to a third party account.

  • Insurance is mandatory! And will be placed on all items and the associated charge of the insurance will be processed at the same time that the product(s) costs are charged. INSURANCE IS INCLUDED IN THE COST OF THE SHIPPING.

  • All orders (including Equipment, Parts, Coffee) shipped have a tracking number available. You will be notified by electronic mail of your tracking number.

  • Items that are "Drop Shipped" may not have an accompanying tracking number. Please contact info@caffetech.com 

Shipping may be included as specified on the web site. All pricing that includes shipping is for continental Canadian bound shipments. Out-of-bound destinations may not qualify. International orders bound from Canada will be subject to additional shipping charges by international courier. Small parcel shipment costs destined outside Canada may be calculated by visiting Canada Post. Note that if the regular postal service is chosen, Caffe Tech Canada will not be responsible for items lost.

DOMESTIC ORDERS

Customers are responsible for all shipping and any other delivery fees associated with delivery of the package unless otherwise specified.

  • Caffe Tech reserves the right to choose the appropriate method and carrier for shipping.
  • Caffe Tech is not responsible for delivery of the package once it leaves our facility. That responsibility falls on the shipping company.
  • Caffe Tech does not guarantee transit times. "In Transit" times are determined by the carrier and are only estimates.
  • Orders will be shipped with verification of shipping costs at the time that the order is processed.
  • Customer is responsible for all return ship costs involved with defective merchandise.
  • All shipping methods may require up to an additional 7 days to allow for packaging, processing, and pickup delays
INTERNATIONAL ORDERS

All packages shipped outside of Canada are considered international. In some cases, where machines are shipped to or transported outside of Canada, warranties are the responsibility of the Manufacturer or Manufacturer's agent.

  • Customers are responsible for all shipping, customs fees, brokerage fees and any other delivery fees associated with delivery of the package.
  • Caffe Tech reserves the right to choose the appropriate method and carrier for shipping.
  • Caffe Tech is not responsible for delivery of the package once it leaves our facility. That responsibility falls on the carrier.
  • Caffe Tech does not guarantee transit times. "In Transit" times are determined by the carrier and are only estimates.
  • All shipping methods may require up to an additional 7 days to allow for packaging, processing, and pickup delays

Orders will be shipped with verification of shipping costs at the time that the order is processed. The cost does not include customs fees, brokerage charges or any other associated fees, which are the sole responsibility of customers at time of delivery. Should these fees not be collectible at the time that the package is delivered and the fees are billed back to the CT - then CT reserves the right to charge the customer for the resulting charges.

Customers are responsible for all return ship costs involved with defective merchandise.

DELIVERY TIMES

Typically at CT we attempt to send out all orders within 24 hours and will do our best to insure your product is sent out promptly. We cannot guarantee any delivery dates or times in transit.

EXCEPTIONS TO FREE SHIPPING:

  • HEAVY MACHINES : All orders that are deemed to be Free Shipping are considered to be under the Weight of 70 lbs +/- 5 Lbs and at the discretion of CaffeTech Canada.  Machines that require special Handling like Full one Group Commercial Machines, GS3's etc are required to transport By Truck and Power Tailgate. These circumstances that require special Handling are outside of the Allowable " Free Shipping" noted on the Web Site.  

  • BEYOND DESTINATION: An additional charge will be applied where the origin or destination point is deemed by The Courier to be remote or is not serviced directly by the Courier  Please contact Caffetech for details. Those customers living in remote areas should not be surprised by such charges as they would be regularly dealing with additional shipping charges -living in such remote places.  

SHIPPING DAMAGE

It is the responsibility of the customer to receive the equipment and inspect the package for any neglect or damage resulting from the transport company. Noticeable signs may include discoloring of boxes, holes, indentations in the styrofoam and other soft material packing. Please note the damages on the signed copy of the waybill and ensure that the driver clearly understands that you are signing the goods as "Damaged Goods".

  • Call a shipping company representative and immediately notify the representative of the damages. Refer to the tracking number.
  • Call 780.414.1200 and inform CT of the Damages; this must occur within 5 business days.
  • Test the machine and ensure that internally the machine has not been damaged.
  • Should the machine be damaged then the shipping representative must have an inspection agent (or employee) come out to view and report the damages. Typically. 8-10 Business Days.

Upon acceptance of the damages (usually the form of claim number) and following compensation paid to the customer, (which could take between 3 and 5 weeks) then a replacement machine will be sent out with shipping charges not included.

Note: no replacement machines can send out without full payment being received for the replacement machine. Compensation of the damaged machine is the responsibility of the shipping company.

The Machine must eventually be sent back or dealt with in some fashion with the Transport Co. It is very important to ensure that you keep all packaging (boxes, shipping labels, peanuts, etc.). In the event of a Damaged Shipment, you should call the shipper.

  • Sameday Right O Way (CDN Customers) 1-888-324-6666
  • UPS at 1-800-742-5877
  • FedEx 1-800-463-3339

Please also review UPS Terms & Conditions and FedEx Terms & Conditions.

Note: The transport company is responsible for all return shipping costs involved with damaged orders resulting from shippers negligence.

SHIPPING INSURANCE

Insurance is mandatory! You will be charged for shipping at the time of checkout.

PACKAGING

Damage resulting from manufacturer's packaging, or lack thereof, will not be the responsibility of CT. Double boxes for certain products will be implemented at the discretion of Caffe Tech.

Return Policy

It is the Customer's responsibility to insure adequate electrical and mechanical installation requirements are available at the location where the equipment is intended to be installed. ALSO it is the customer's responsibility to determine space requirements and dimensions of the equipment purchased.  In the event that you (the customer) no longer wants the merchandise for whatever reason, then the customer shall be responsible for all the charges as follows:

 

  • You will be charged a 20% restocking fee. 
  • You will be responsible for all the Shipping costs associated with the transaction - i.e. costs to ship the goods to your location and costs of shipping the goods back to Caffe Tech Canada ( designated location) 
  • You will be responsible for all and any shipping damage incurred within the return shipping. Please insure that all the freight carries full insurance and that you are clear with the insurance policies prior to shipping back the goods. 
  • You will be responsible to insure that the original packaging and accessories accompany the machine and are returned  in the same manner with which they were received. 
  • You will be responsible to contact the Caffe Tech Canada designated freight company and arrange the pick up and coordination of the items to be returned. Where common carrier is used - the freight must be strapped down on the pallet as in the manner the freight was received. Smaller machines sent by Purolator / UPS or other courier shipping companies must be double boxed and returned in the same manner as they were received.
  • All Credit Card Charges between 2.5-3% will also be the responsibility of the Customer as the Credit Card Merchants will not credit back Caffe Tech Canada for any of those Charges. 

 

 

EXCEPTIONS: WHERE CAFFE TECH CANADA HAS INCORRECTLY SHIPPED THE EQUIPMENT AND CANNOT SUPPLY A REPLACEMENT PRODUCT THAT MEETS THE CUSTOMER'S REQUIREMENTS AS ORDERED AND REPRESENTED AT THE TIME OF SALE, THEN AND ONLY THEN CAN THE ITEM BE RETURNED FOR A FULL REFUND LESS THE VISA CHARGES IMPOSED BY THE MERCHANT 

Defective Machines

Machines may be termed "defective" within the first five days after delivery. After 5 days have passed, the machines will fall under warranty repair.

If your machine seems to not be working properly call 780.414.1200. The initial contact helps clarify what the problem may be. Email is an effective form of contact. Please refer to your invoice number.

In the event that the machine is defective or problematic, it is at the discretion of CT to decide whether the items shall be brought to the nearest authorized service center for further clarification or determination. CT may request that the machine be sent back to the Caffe Tech location.

If the machine is deemed "defective" by the CT Authorized Service Centre then CT will issue a pick up in cooperation with the customer. Once received, defective merchandise will be exchanged for the same merchandise only. Credit towards another product of greater or equal value may be considered but not guaranteed. All credits must be redeemed within 90 Days. Cash refunds will not be given!

Note: Customer is responsible for all return ship costs involved with defective merchandise.

Additional Conditions for Defective Machines:

 

  • You will be charged a 20% restocking fee if all packaging and parts are not returned in good condition. This includes instruction booklets, original boxing and parts. This charge normally covers the cost to replace the items and the time incurred in doing so.
  • All other brands will be sent back to the manufacturer and are subject to their own policies.
  • If upon return to either Caffe Tech or the manufacturer, the machine is deemed non-defective, you will incur all related shipping costs.
  • Customers will be responsible for 50% of the freight costs associated with the return of the defective product. The choice of shipping method will be at the discretion of Caffe Tech Canada.
  • Customers are responsible for properly packaging merchandise to be returned.
  • All Credit Card Charges between 2.5-3% will also be the responsibility of the Customer as Credit Card Merchants will not credit back Caffe Tech Canada for any of those Charges.  

 

 

All deemed defective machines must be finally determined by a qualified service technician at the CT service facility. Please understand that the policies are rigid because these machines contained and sold on caffetech.com are tested under extreme conditions and it is very rare that machines are defective. 

 

Parts orders will be based on the customer's requests. If available an electronic parts schematic will be provided to the customer and the chosen parts(BASED ON THE SCHEMATICS NORMALLY FOUND UNDER TECHNICAL SPECIFICATION UNDER THE PRODUCT)  will be sent out as per the customer's requests. Technical assistance through the service center will be limited when parts are being replaced. If the customer does not have the technical knowledge on replacing specific parts, then they should not be attempting the work, but rather should contact a qualified service center in their area. Caffe Tech will not spend countless hours over the telephone on conveying service info and technical knowledge under any circumstances.

Products that require direct water application (DWA) will be sold complete with fittings and necessary hardware to make the installation as easy as possible. All fittings and related costs will be additional to the cost of the product purchased. In the event the customer has little mechanical knowledge then a certified mechanical company should be contacted. In the instances where DWA is required; Caffe Tech will offer assistance in this regard.

ALL SALES ARE FINAL! EXCEPTIONS OF RETURNS OR REFUNDS ARE AT THE DISCRETION OF CAFFE TECH CANADA!

 

DOMESTIC ESPRESSO EQUIPMENT WARRANTY GUIDE

GENERAL NOTES WARRANTY - CUSTOMER CARE

All warranty coverage, in either the manufacturer warranty or the comprehensive warranty, covers all manufactured defects but Caffe Tech Canada will not be responsible for defects which are determined to have been caused by customer neglect, coffee oil build up, misuse or mis operation, which can include hard water scale deposits. Caffe Tech Canada offers an array of Descaling  and cleaning products on the website (please click here to view our offerings); furthermore it is the responsibility of the customer to ensure that proper back flushing and descaling is done on a regular basis.

STANDARD MANUFACTURER WARRANTY

All online purchases of any equipment carry a one year standard manufactured parts warranty.  The warranty is FOB the Caffe Tech Canada Location. The warranty is a parts warranty only and does not include labor. If you want a service Warranty you must select the comprehensive warranty at the time of purchase during the checkout process.

This is a one year standard manufacturer parts warranty for all products with the exception of products like Baratza and Jura where the warranty is handled by the manufacturer.

The one-year warranty starts at the time that the equipment was purchased. Your purchase date will be recorded and given delays In shipping, extensions to the warranty period will be granted at the discretion of Caffe Tech Canada.

PLEASE NOTE THAT AT THIS TIME WE ONLY OFFER OUR EXTENDED WARRANTIES ON  ESPRESSO MACHINES (COMMERCIAL AND DOMESTIC).

AT THE DISCRETION OF CAFFE TECH CANADA WE MAY APPOINT A SERVICE PROVIDER IN YOUR AREA TO CARRY OUT THE LABOUR DETAILED IN THE WARRANTY. 
IN SUCH CASES THE SERVICE DEPARTMENT AT CAFFE TECH CANADA WILL WORK TO ARRANGE THE APPOINTMENT. HOWEVER, IT WILL BE THE CUSTOMER’S RESPONSIBILITY TO ENSURE THAT THEIR MACHINE IS BROUGHT TO THE SPECIFIED LOCATION FOR BOTH SERVICE AND PICK UP, UPON THE COMPLETION OF SERVICE.

EXTENDED 2 YEAR COMPREHENSIVE (Alberta Customers Only)

At the time of purchase you will be provided with the option to select the additional comprehensive warranty option. This warranty is classified as being  above and seperate from the 1 year manufacturer parts warranty. The comprehensive warranty is activated on the date of purchase and overlaps with the 1 year Manufacturer parts warranty. It does however, include an additional 1 year parts warranty provided by Caffe Tech Canada. In order to determine the accurate start and end of your warranty we will use the recorded purchase date. Should any delays in shipping occur, extensions to the warranty period will be granted at the discretion of Caffe Tech Canada. This is a comprehensive warranty for all products with the exception of products from Baratza and Jura; these products stipulate that the warranty be handled directly by the manufacturer.

This warranty can only be provided through our main Service Center - in Edmonton, Canada. Associated shipping costs, associated with sending the Equipment for warranty coverage, are the responsibility of the customer.

We do recommend that All Canadian customers keep their original packaging and their double box with which the item was shipped at the date of purchase.

The 2 year comprehensive warranty covers all service and parts related problems that can occur within the first two years from the date of purchase.

This is an optional warranty for all products with the exception of products like Baratza and Jura where the warranty is handled by the manufacturer.

COMMERCIAL ESPRESSO EQUIPMENT WARRANTY

All commercial warranties will be handled through the Sales and Service Department  of Caffe Tech Canada.

For more details on this class of warranties and their application please contact feel free to contact us at sales@caffetech.com with the subject line “Extended Warranty Inquiry”.

 

This privacy policy sets out how Caffe Tech uses and protects any information that you give Caffe Tech when you use this website. Caffe Tech is committed to ensuring that your privacy is protected. Should we ask you to provide certain information by which you can be identified when using this website, then you can be assured that it will only be used in accordance with this privacy statement. Caffe Tech may change this policy from time to time by updating this page. You should check this page from time to time to ensure that you are happy with any changes.

WHAT WE COLLECT

We may collect the following information:

  • name
  • contact information including email address
  • demographic information such as postcode, preferences and interests
  • other information relevant to customer surveys and/or offers

For the exhaustive list of cookies we collect see the List of cookies we collect section.

WHAT WE DO WITH THE INFORMATION WE GATHER

We require this information to understand your needs and provide you with a better service, and in particular for the following reasons:

  • Internal record keeping.
  • We may use the information to improve our products and services.
  • We may periodically send promotional emails about new products, special offers or other information which we think you may find interesting using the email address which you have provided.
  • From time to time, we may also use your information to contact you for market research purposes. We may contact you by email, phone, fax or mail. We may use the information to customise the website according to your interests.

SECURITY

We are committed to ensuring that your information is secure. In order to prevent unauthorised access or disclosure, we have put in place suitable physical, electronic and managerial procedures to safeguard and secure the information we collect online.

HOW WE USE COOKIES

A cookie is a small file which asks permission to be placed on your computer's hard drive. Once you agree, the file is added and the cookie helps analyse web traffic or lets you know when you visit a particular site. Cookies allow web applications to respond to you as an individual. The web application can tailor its operations to your needs, likes and dislikes by gathering and remembering information about your preferences.

We use traffic log cookies to identify which pages are being used. This helps us analyse data about web page traffic and improve our website in order to tailor it to customer needs. We only use this information for statistical analysis purposes and then the data is removed from the system.

Overall, cookies help us provide you with a better website, by enabling us to monitor which pages you find useful and which you do not. A cookie in no way gives us access to your computer or any information about you, other than the data you choose to share with us. You can choose to accept or decline cookies. Most web browsers automatically accept cookies, but you can usually modify your browser setting to decline cookies if you prefer. This may prevent you from taking full advantage of the website.

LINKS TO OTHER WEBSITES

Our website may contain links to other websites of interest. However, once you have used these links to leave our site, you should note that we do not have any control over that other website. Therefore, we cannot be responsible for the protection and privacy of any information which you provide whilst visiting such sites and such sites are not governed by this privacy statement. You should exercise caution and look at the privacy statement applicable to the website in question.

CONTROLLING YOUR PERSONAL INFORMATION

You may choose to restrict the collection or use of your personal information in the following ways:

  • whenever you are asked to fill in a form on the website, look for the box that you can click to indicate that you do not want the information to be used by anybody for direct marketing purposes
  • if you have previously agreed to us using your personal information for direct marketing purposes, you may change your mind at any time by writing to or emailing us at Joe@caffetech.com

We will not sell, distribute or lease your personal information to third parties unless we have your permission or are required by law to do so. We may use your personal information to send you promotional information about third parties which we think you may find interesting if you tell us that you wish this to happen.

You may request details of personal information which we hold about you under the Data Protection Act 1998. A small fee will be payable. If you would like a copy of the information held on you please write to 11053 86 Ave NW Edmonton, AB Canada T6G0X1.

If you believe that any information we are holding on you is incorrect or incomplete, please write to or email us as soon as possible, at the above address. We will promptly correct any information found to be incorrect.