Table of Contents

Questions about an Order

Modifying an Order

Cancelling an Order

Stopping Orders In Transit

Products which are Out of Stock or on Backorder

Questions About My Shipment

Domestic Shipping Information

Shipping Outside the Contiguous United States

International Shipping Information

Shipping to APO, FPO, DPOs, and other Military Addresses

Expedited Shipping

Shipping Delays

Tracking My Shipment

Returns and Exchanges

Unauthorized Returns

Credits and Refunds

Damaged Merchandise

Defective Merchandise

Returning and Replacing Defective Merchandise

Lost or Missing Products

Repairs and Warranty Policies

Questions About My Account

Questions About a Product

General Product Questions

Coffee and Consumables

Ordering Parts for My Espresso Machine/Grinder

Latte Rewards

eGift Cards

Coupons and Promotions

Price Match Policy

Privacy and Security

Electronic Marketing and Email Newsletters

Terms of Use

Questions about an Order

Once an order has been successfully processed, we cannot guarantee our ability to cancel and/or modify it. Should you desire to make alterations to an order that you have confirmed and placed either on the phone or on our website, we will work within the limitations of our system to fulfill your request.

Modifying an Order

  • Can I Change the Products in my Order?
  • 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 up to the point where they have 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 Canceling an order.  
  • Intercepting or canceling an order will require additional processing time and can incur additional charges. Cancellations and intercept attempts are not guaranteed.  
  • Can I Change the Address that my Order is Shipping to?
  • 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 such a way will require additional processing time and can incur charges.
  • Orders which have shipped cannot have their address changed.
  • How can I change which payment method I use to pay for an order?
  • Orders paid for and processed cannot have their method of payment altered or their balance transferred.

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Cancelling an Order

  • Can I Cancel My Order? 
  • Orders can only be cancelled prior to being processed for shipment.  All cancelled orders are subject to a $5.95 processing fee, deducted from the order’s available credit.  
  • How Do I Cancel My Order?
  • Orders eligible for cancellation can only be cancelled by contacting a member of our Customer Service team by Phone.  Once processed for shipment, orders can no longer be cancelled.
  • How Will I be Credited for a Canceled Order?
  • The balance of a canceled order will be refunded to the original form of payment(s).
  • When Will I be Credited for a Canceled Order?
  • Cancelled orders will be credited less the processing fee ($5.95) within 5 business days.
  • Can I Cancel an Order that Has Already Shipped?
  • No. Once an order has been shipped it cannot be canceled. When the merchandise arrives, you must initiate a return with a member of our Customer Service team.
  • I requested that my order be cancelled, but it still shipped out.
  • When attempting to cancel an order, we will make our best attempt to cancel or intercept the order.  If we are unable to intercept or cancel the order, it is the customer’s full responsibility to return the product to us.  

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Stopping Orders In Transit

  • How Do I Stop The Order Shipping To Me?
  • Depending on the shipping method used, you may be able to request that the shipment be rerouted and returned to sender.  
  • Please contact Customer Service to request a delivery intercept for your shipment.
  • Note: If your package can be intercepted, you will be responsible for the $18.00 re-routing fee to have the shipment returned to our warehouse.
  • The full original cost of shipping with shipping the order to you will be deducted from your credit.
  • What if I Refuse an Order?
  • If instead of accepting delivery you opt to refuse the package and have it returned-to-sender, an $18.00 rerouting charge and our original cost to ship the item to you will be deducted from your available credit.
  • You will also be responsible for paying any costs or fees associated with returning the product to us (including, but not limited to any additional shipping and/or handling costs, taxes, duties, brokerage or customs clearing fees).

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Products which are Out of Stock or on Backorder

While we strive to keep products in stock and able to be ordered, occasionally an item may become temporarily unavailable for purchase.

  • What If the Product I Want to Order is Out of Stock?
  • You can contact a member of our Sales Team to place a pre-order to be shipped when the merchandise is back in stock.
  • On some products, you may be presented with the option of subscribe to a mailing list that will notify you when the product is back in stock.
  • What if the Product I Want to Order is Discontinued?
  • If a product you’re interested in purchasing has been discontinued, our Sales Team would love to help you choose another similar product.
  • The ETA for a Product Suggests It Should be In Stock But it isn’t?
  • An ETA, or the Estimated Time of Availability of a product, is the best estimate available to us through our vendors and suppliers. While these dates are typically accurate, they are subject to change based on product availability.

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Questions About My Shipment

Domestic Shipping Information

  • When Will My Order Ship?
  • Orders placed prior to 3pm EST will ship same day unless otherwise indicated. This excludes orders containing parts, or products from the following manufacturers:
  • Dalla Corte, Espresso Vivace, Izzo, Grimac Royal Falcon, La Marzocco, La Spaziale, Quick Mill
  • Many Prosumer Espresso machines require special preparations prior shipment.  This includes, but is not necessarily limited to ECM, Expobar, Profitec, Rancilio, Pasquini
  • Some orders may require additional information prior to processing and shipping.  In order to allow this to occur as quickly as possible, be sure to provide a valid email address and phone number when placing your order.
  • What Products Qualify for Free Shipping?
  • We offer Free Standard Shipping on products shipping to destinations in the Contiguous United States on all retail orders over $50, excluding orders containing commercial products.
  • My Coupon Removed Free Shipping!
  • We are happy to provide free standard shipping on all orders totaling $50.00 or greater after all coupons and deductions are calculated. Should a coupon reduce your order total to below $50.00 you will be required to pay shipping for the products on your order.
  • Will All of My Products Ship in the Same Box?
  • Starter kits and accessories can be shipped and packaged separately from your espresso machine and/or grinder. You will receive the tracking number for all of your order’s shipments via e-mail.
  • Will All of My Packages Ship Using the Same Shipping Method?
  • If Standard Shipping is selected, the exact shipping method used can differ across packages. This could result in different transit times for each individual shipment.
  • Can You Ship to a PO Box?
  • We can only ship items weighing under 1lb to a PO Box. Items weighing more than this must be shipped to a valid street address via UPS.  Orders requiring USPS delivery must be placed and processed over the phone.
  • Why Doesn’t My Order Have Tracking Information?
  • Some small items may ship via USPS and will therefore not have tracking information available immediately.
  • Certain items may be drop-shipped directly from the manufacturer. These items will not receive an automated tracking number. Please contact us directly if you have any questions regarding that status of your shipment.
  • My Tracking Information Says it’s Delivered, but I Didn’t Receive Anything.
  • Tracking Information Says My Package Is “Out for Delivery,” But It Hasn’t Arrived!
  • For packages delivered by UPS, please note that all shipments are scheduled for delivery by End-of-Business-Day by default.  In most districts, End-of-Day is defined as 9PM Local Time.
  • Deliveries with alternative delivery windows will be indicated as such.

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Shipping Outside the Contiguous United States

  • What If I Live Outside of the Contiguous United States?
  • Our “Free Standard Shipping” promotion is available only for those addresses located within the Contiguous United States (the Lower 48 United States including Washington D.C.). This excludes the States of Alaska and Hawaii, US Territories, and any foreign nations.
  • If you live outside of this region, extra shipping charges will be assessed and applied to your order at time of shipment, dependent upon the method selected.

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International Shipping Information

  • What is Considered an International Shipment? 
  • International Shipments are defined as those shipments with destinations outside of the United States (consisting of the Contiguous United States, Hawaii and Alaska).
  • What Foreign Countries Do You Ship To? 
  • Currently, Canada is the only foreign nation approved for delivery.
  • Can You Ship to a US Territory?
  • We’re presently able to ship orders to officially recognized US Territories serviced by the US Postal Service.  Some territories may qualify for UPS delivery options.  Any available shipping methods will be made available for selection during the checkout process.  
  • Will I have to Pay Additional Charges for an International Shipment? 
  • Orders shipped outside of the United States will be subject to import taxes, customs duties and fees levied by the destination courier or country.
  • Delivery surcharges are levied once a shipment reaches the recipient's country. We have no control over these charges, and cannot calculate what these are.
  • What if I Refuse to Pay for These Additional Charges?
  • When a shipment passes across the border, it may incur additional fees associated with clearing customs that cannot be refunded or voided.  If you refuse to provide payment for these fees and/or refuse delivery of the parcel, the product will be returned to sender and any fees and/or losses associated with its recovery deducted from your final credit.
  • Will I be Reimbursed for Fees Incurred by Returning a Product? 
  • Any taxes, duties, brokerage charges or other fees accrued for returning merchandise to Whole Latte Love are the sole responsibility of the shipment’s recipient.
  • Is My Product Still Covered by a Warranty? 
  • Warranties are void on all machines shipped or transported outside of the US unless coverage is explicitly included by the manufacturer.
  • Note: we are unable to ship Jura, Capresso or Jura-Capresso branded items to Canada. All warranties for products from this manufacturer are voided on leaving the United States.
  • How is My Shipping Method Determined? 
  • Whole Latte Love reserves the right to choose the appropriate method and carrier for a shipment.
  • What If I Don’t Receive My Package? 
  • Whole Latte Love is not responsible for delivery of the package once it leaves our facility. That responsibility falls on the carrier.
  • Who Determines Transit Times? 
  • "In-Transit" times are estimated and provided by the carrier. Whole Latte Love does not guarantee these estimates.
  • When Will My Order Ship? 
  • Orders will not be shipped without approval of their shipping costs by the customer. This cost does not include taxes, duties, customs fees, brokerage charges or any other associated fees which are the sole responsibility of customers at time of delivery.
  • The recipient is responsible for all return shipping costs involved with returning international shipments to Whole Latte Love, including the return of damaged and/or defective merchandise.

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Shipping to APO, FPO, DPOs, and other Military Addresses

  • What Do I Need to Ship to an APO, FPO, or DPO? 
  • When placing an order with Whole Latte Love for those serving overseas, at an Army Post Office (APO), Fleet Post Office (FPO) or Diplomatic Post Office (DPO), we ask that you know a few things before you place your order:
  • The Service Member's full name.
  • The Military Unit.
  • The Full APO/FPO/DPO address with complete zip code.
  • Are there Weight restrictions on my Parcel?
  • Parcels shipped to an APO/FPO are considered domestic mail and are handled through USPS Special Parcel Services.  Individual packages cannot exceed USPS Weight and Size limitations.
  • Note: Certain products (ex. some espresso machines) may not be shippable to APO/FPO/DPO addresses due to USPS size and weight restrictions. You will be contacted if your order is held for this (or related) reasons and your order held from shipping until a resolution is planned and agreed upon.
  • When Will My APO-Addressed Order Ship?
  • Due to their unique handling, parcels shipped to these addresses may require an additional 2-3 business days of processing time prior shipping.

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Expedited Shipping

  • When Will My Order Be Shipped? 
  • Expedited Shipments placed and processed prior 3pm EST, Monday through Friday, will ship same-day unless otherwise indicated. This excludes orders containing products from the following manufacturers:
  • Dalla Corte, Espresso Vivace, Izzo, Grimac Royal Falcon, La Marzocco, La Spaziale, Quick Mill
  • Many Prosumer Espresso machines require special preparations prior shipment.  This includes, but is not necessarily limited to ECM, Expobar, Profitec, Rancilio, Pasquini
  • Some orders will require additional information prior processing for shipment.  In order to allow this occur as quickly as possible, be sure provide a valid email address and phone number when addressing your order.
  • What Carrier is Used for Expedited Domestic Shipments? 
  • Whole Latte Love uses UPS for all domestic expedited shipments excluding those shipping to Military and Diplomatic addresses.
  • Are There Any Other Shipping Guidelines? 
  • Can My Order Be Delivered on Saturday? 
  • Saturday delivery is available for select US-based addresses.  Due to this limitation, orders requiring Saturday delivery must be placed over the phone and will incur additional charges over standard Business Day delivery.  Please call a member of our Sales team to review if this service is available to your order. No other shipments are delivered on Saturdays.
  • Can I Update My Selected Shipping Method? 
  • Once shipped, a parcel’s shipping method cannot be changed.
  • How Do I Calculate Transit Times? 
  • "In Transit" times provided by UPS are based on business days and do not include Saturdays, Sundays, holidays, or delays induced by unplanned service interruptions.

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Shipping Delays

  • What if My Shipment is Delayed?
  • As soon as a product is handed over to the shipper for delivery, it becomes the responsibility of the carrier to ensure that the product is delivered.  The "In Transit" times are estimated and provided by the carrier. We are unable to guarantee these estimates.
  • Whole Latte Love is not accountable for delays in delivery occasioned by acts of God or other circumstances over which we have no direct control.

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Tracking My Shipment

For nearly all shipping methods employed by our carriers, we make our best effort to provide tracking information so that you can observe the progress of your shipment.

  • When Will I Receive My Tracking Information?
  • Depending on the shipping method used, tracking information will automatically become available via email and on your order dashboard within one business day of shipping. Some orders may not automatically generate shipping information.
  • I Have Entered My Tracking Number into UPS But No Data is Available?
  • In some cases it can take up to three business days for UPS to update their system to reflect the progress of your shipment.
  • Tracking Shows That My Product Was Delivered But I Haven’t Received it?

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Returns and Exchanges

Most merchandise purchased from Whole Latte Love can be returned for a refund or exchange within certain time frames. Below, you'll find an overview of what qualifies for return and what does not.

  • What Can I Return?
  • New/Lightly Used and Refurbished espresso machines, coffee makers and coffee grinders within thirty (30) days of shipment.
  • Unopened and Unused Parts and Accessories
  • How Do I Return an Item?
  • Returns must be authorized prior delivery to our warehouse and must be clearly marked with their Return Merchandise Authorization number.
  • Contact our Customer Service department at 1-888-411-5282 (option 2) to authorize a return over the phone, or at customerservice@wholelattelove.com to request a Return Merchandise Authorization (RMA) number by email. Once you have received your RMA number, you are responsible for shipping the merchandise back to us. Please see our section on “Properly Packaging your Shipment” for further detail.
  • RMA numbers provided to you by a Customer Service Representative, are valid for 15 days from the date they are issued.
  • What Items Can’t I Return?
  • The following items are ineligible for return on our website:
  • Grocery products, such as Coffee, Syrups, Sauces or other food products
  • Products classified as “Commercial,” or for Commercial-use
  • Opened, used, or damaged parts and/or accessories
  • Items which have had their UPC/Barcode removed or altered.
  • Note: As many specialty products and parts may not have a UPC, this only applies to products which ship to you with a visible Barcode.
  • Any product that is over the 30 day return policy limit
  • What if My Product Shipped with Extra Items?
  • If you are intending to return your order for a standard refund, all Gift-with-Purchase or Included items must be returned to us. If you elect to keep any of the merchandise you received as part of a product package or bundle, its full retail price will be deducted from your final refund.
  • What is a Lightly Used Product? 
  • A lightly used product is an item that has been removed from its box and used as intended by the manufacturer for a short period of time. In order to return a lightly used product the following conditions must be met:
  • The product must be clean and dry. Returned merchandise that require extensive cleaning will incur a cleaning deduction or be refused.
  • All parts, accessories, manuals, and packing materials must be returned to its original packaging and sent back to us.
  • The product must not be functionally or cosmetically damaged in any way.
  • What If My Return Was Not Authorized?
  • Parcels received without an approved Return Merchandise Authorization will be subject to a 10% restocking fee and are subject to all standard Merchandise Return policies.  
  • Can I Return Part of a Bundle, Package, or Gift Set?
  • When you buy a package or gift set through Whole Latte Love, the bundle price is often lower than the regular retail value of the items purchased separately. You can return one or more items purchased as a bundle; however, the refund will reflect the discounted price of the item(s) based on the package price. The refund amount can differ from the retail value of the item when sold separately.

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Unauthorized Returns

If you return a product to us without first receiving prior authorization to do so, your credit will incur additional deductions that can otherwise be avoided by following our standard return process. We strongly recommend that you seek the assistance of our Customer Service team should you experience any difficulty with returning your product(s).

  • What if I Ship My Return without an RMA Number?
  • Parcels received without an approved Return Merchandise Authorization will be subject to a 10% restocking fee and are subject to all standard Merchandise Return policies.  
  • Any merchandise returned to our warehouse without a valid or legible RMA number may be refused and returned-to-sender.
  • My Order Had the Wrong Address and Was Returned-to-Sender.
  • In this situation, please contact Customer Service to discuss your options.
  • What if I Refused My Package and it Was Returned-to-Sender?

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Credits and Refunds

  • What will I be refunded?
  • For a standard merchandise return, your refund will be issued less our original cost of shipping the product to you and any fees or charges associated with accepting delivery of the shipment (if applicable).  
  • When will my refund be processed?
  • Credits on orders received in complete and good condition by the warehouse will be issued within 30 days of receipt.  Refunds are processed in the order in which they were received.
  • How will I receive my refund?
  • The balance of a credit will be refunded to the original form of payment(s) used to purchase an order.
  • What If I paid for my order with a Gift Card?
  • The amount paid toward an order’s balance by an eGift Card will be returned to the purchaser in the form of another eGift Card.
  • My order was lost by the shipper, how do I get a refund?
  • Please call Customer Service as soon as possible. If a package is not delivered, UPS can help by performing a search to locate your package. 

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Damaged Merchandise

While we strive to ensure that your purchases are protected well enough to survive a trip across the country, accidents can happen. Inspect the contents of a 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 5 business days. Once we're aware of the damage, a member of the Customer Service department will work with you to set up its replacement order.

  • What do I do if I Received a Broken Product?
  • If you believe the product you received is damaged or broken, discontinue using it and contact a member of our Customer Service team.
  • Keep all of the packaging (both shipping and manufacturers’ packaging) used to deliver the product to you.  This packaging is required to process a damage claim.
  • How Quickly Do I Need to Report Damage? 
  • Damaged or Lost Merchandise must be reported within 5 business days of delivery.  Claims for orders or merchandise reported damaged or lost reported outside of this window cannot be processed, this is a requirement of our shipper, UPS.
  • What Can I do to Help?
  • 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.
  • I Don’t Have the Damaged Product(s) Anymore
  • Completing a claim will require successfully recovering the damaged product prior issuing a replacement.  If the product is no longer available, we will be unable to honor your request.

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Defective Merchandise

In the event that you suspect that a product or products you have received may be defective, it is imperative that you first contact a member of our Technical Support team. Only after successfully diagnosing the nature of the problem can we arrange to ship replacement merchandise.

Returning and Replacing Defective Merchandise

  • What Should I Do If a Product Is Malfunctioning?
  • How Long Do I Have to Report a Defective Product?
  • For New and Refurbished espresso machines, coffee makers and grinders supported by Whole Latte Love, products are eligible for repair or replacement if determined to be faulty by a Whole Latte Love Technician within five (5) business days of their delivery date.
  • For products supported through other service providers, review our full overview of Manufacturer Warranty Information located here: https://www.wholelattelove.com/pages/terms-warrantyinfo 
  • Will My Defective Product be Replaced?
  • Defective items will be repaired or replaced according to the manufacturer’s guidelines. If the specific product is no longer available, a feature-equivalent replacement may be substituted at the discretion of the product’s authorized supporter.
  • When Will My Replacement Product Ship?
  • If a product is determined to be defective and is eligible for replacement through Whole Latte Love, Its replacement will be placed on hold, to be released for shipping upon the safe, complete, and undamaged receipt of the original merchandise by our warehouse.
  • Note: Release of any replacement orders for shipment is contingent on receiving written consent, acknowledging your acceptance of our Terms and Conditions with regard the replacement order.
  • How Will My Replacement Product be Shipped?
  • All replacements will ship by Standard Shipping unless otherwise arranged for by a representative acting on behalf of Whole Latte Love.  Orders shipping internationally will incur additional shipping charges.
  • We are unable to recover or replace products which have shipped internationally.
  • Who Packages My Defective Product?
  • It is the sole responsibility of the recipient to package a defective product for return shipping. Whole Latte Love is not responsible for any expense associated with packaging a product for return shipment.
  • Note: Ensure that any return is adequately protected for shipment.  The cost of repairing any return received damaged will be deducted from its available credit.
  • Who Pays to Ship My Replacement?
  • When shipping replacement merchandise, Whole Latte Love will cover the cost of Standard/Ground to destinations in the Contiguous United States. Please contact the Customer Service department should you want to choose an alternate shipping method.
  • Can I Expedite My Replacement?
  • Next Day Air, 2nd Day Air, and 3-Day Select are available on request and are subject to additional shipping fees. All terms for Expedited Shipments apply.
  • I Don’t Want to Wait For My Replacement!
  • Should the product qualify for replacement and you opt to have the replacement shipped in advance of the damaged or defective merchandise being recovered or returned, we require that the customer purchase the product being shipped out. The original merchandise will be credited in full shortly after being delivered to our warehouse in good, undamaged condition and received into inventory.
  • What if My Order Shipped to Alaska, Hawaii, or a US Territory?
  • While products shipped to eligible for return or replacement if found to be damaged or defective, the recipient is solely responsible for all return shipping expenses, taxes, or duties on defective merchandise.  
  • What if My Order Was Shipped Outside of the United States?
  • Due to limitations in our ability to recover shipments delivered to these destinations, products shipped outside of the Contiguous United States are not eligible for return or replacement if found to be damaged or defective.
  • What if I want a refund instead of a replacement?
  • If you wish to return your product for a refund in place of receiving a replacement, the returned product will be subject to inspection by a Whole Latte Love-authorized technician.  If the defect reported cannot be confirmed and/or is found to be due to user error, the return will be processed as a standard Merchandise Return.  See our full Terms and Conditions for Returned Merchandise for further information.

Please Note: Many of our machines have been tested by their respective manufacturer.  As such, small amounts of liquid water, water spotting, coffee residue, or residual grounds will frequently be found on and within New machines and is not an indicator that a product has been used or is defective.

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Lost or Missing Products

  • Help, My Item(s) Never Arrived!
  • In some cases, orders will be split into multiple shipments with independent delivery timetables.  We recommend checking your order detail page for a full list of available tracking numbers.
  • Verify that the product(s) delivered are those indicated on the packing slip included with the shipment.
  • If you have confirmed that all shipments on your order have been received but a product is missing or incomplete, please contact Customer Service
  • My shipment says it is “Delivered,” but I haven’t received it.
  • First, thoroughly check around your doors and patios for the missing package.  Often times, carriers will place them around and behind other objects and furniture to keep them out-of-sight.
  • In some cases, such as orders shipped in two steps (as with our Super Saver option), shipments will often be marked as “Delivered” by UPS when they are handed over to USPS for final delivery to the destination address.
  • For orders shipped using Super Saver, please allow for an additional 2-3 business days for final delivery.
  • If the package cannot be found, contact a member of the Customer Service team to review what options are available.  

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Repairs and Warranty Policies

At Whole Latte Love, we provide direct service and support for a wide variety of espresso machines and grinders.  

For details about Repairs and Product Service, visit our Online Repair Center here: https://www.wholelattelove.com/pages/repair-center 

  • Who Holds the Warranty for My Product?
  • While we provide direct technical support for many of the products we sell, several manufacturers opt to handle this service directly or through their preferred support group. Click the link below to see our comprehensive list of manufacturers and their respective technical support references and warranty terms:

        https://www.wholelattelove.com/pages/terms-warrantyinfo

  • What is Covered by My Manufacturers Warranty?
  • Most manufacturers Warranties cover the cost of parts associated with repairing defects in workmanship.  Please see the full Manufacturers Warranty Overview linked above for a more detailed overview of warranty terms by manufacturer.
  • What Voids My Product’s Warranty?
  • For products supported directly by Whole Latte Love, a number of circumstances, including but not limited to those listed here, will void a product’s warranty:
  • 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 (ex. 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 (ex. improper reassembly of parts, improper storage, etc.)
  • Damage sustained from shipping and/or handling,
  • or damage due to any of the above circumstances

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Questions About My Account

Click the link below to navigate to the main page of your Whole Latte Love account:

https://www.wholelattelove.com/account

  • How do I Update My Address Information?
  • You can update your address information from the main page of your Whole Latte Love account. From this page you can edit or delete existing addresses as well as add new addresses by clicking the appropriate button next to the address you wish to modify or remove.
  • How do I View my Order History?
  • Your order history can be viewed from the main page of your Whole Latte Love account. Additional details can be viewed for each order by clicking on an order number.
  • How do I View my Latte Rewards?
  • Your pending rewards and gift cards can be viewed from the Gifts & Rewards section of your Whole Latte Love account.
  • Why Can’t I See an Order I Placed?
  • If your order was placed over the phone it can take up to five business days for it to be listed under your account page. If you checked out as a guest or were signed into a different account when your order was placed, it will not appear under your order history.
  • I don’t see any orders from before 2014.  Where do I find them?
  • Any orders placed with us prior 2014 have not yet been imported into your account.
  • How do I Update My Email Address or Account Password?
  • Both your password and your notification email can be changed from the “User Settings page of your account dashboard.
    Note: You must be signed into your account to successfully change this information.  If you are unable to locate your password, choose “
    Forgot my Password” instead.

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Questions About a Product

General Product Questions

  • The Product I Received Looks Different Than What I Ordered!
  • Many manufacturers change or update their packaging without notifying their retailers. Please verify that the product is not simply the same product, only labeled differently.  
  • Items included as part of a bundle, or as a “Gift with Purchase” may be substituted at our discretion prior to shipment.
  • If you purchased a specific product but confirmed that what you received is different than that ordered, contact a member of our Customer Service team immediately to report the discrepancy.

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Coffee and Consumables

  • How Fresh Is the Coffee You Sell?
  • All coffee sold as “New” by our store is shipped with 60 days of its manufacturer-provided “Best By” date.  
  • Coffee marked down as part of a Flash Sale, marked as Clearance, or indicated as Past the Best Buy Date can fall outside of this 60 day window or has already passed its manufacturer-recommended “Best By” date.  
  • The Coffee I’ve Purchased Tastes Bad
  • Frequently, customers will start exploring our large selection of coffee without fully understanding how different preparation and brewing techniques affect the final product.  We strongly recommend reviewing our video on the Golden Rule.
    See:
    https://www.youtube.com/watch?v=-VVySEsDpgc
  • Coffee is a grocery product and is not eligible for return.
  • As taste is a very individual preference, we strongly advise trying the smallest available size of any coffee variety before purchasing multi-packs or bulk quantities.  Each unit of a given coffee is representative of that product’s flavor profile as a whole.  
  • Why is My Coffee Packaged the Way It Is?
  • Coffee is packaged in a few standard styles:
  • Loose-bag (Ground and Whole Bean)
  • Nitrogen Infused Tin (Ground and Whole Bean)
  • Breathable Can or Tin (Ground and Whole Bean)
  • Vacuum Sealed Brick (Ground-Only)
  • While the techniques for roasting a coffee doesn’t typically change, manufacturers frequently alter how they package their product.  If you believe you were sent a product different than what you originally ordered, please see The Product I Received Looks Different Than What I Ordered!”
  • My Bag of Whole Bean Coffee is not Vacuum Sealed or is Puffed Up!
  • Whole Bean Coffee is, by design, packaged loose and not vacuum sealed.  Once roasted, unground coffee beans will naturally release gasses even while sitting unused.  Most bags feature a small one-way “breather valve” that allows air out of the packaging.  
  • While the normal rigors of shipping can often press the air out of this breather valve such that it arrives in a tight brick-like form, this will not adversely affect the quality of drinks brewed.  
  • How do I store my Coffee?
  • Coffee is best stored in a cool, dark and dry place.  Once opened for use, reseal the tin with its lid, or roll the bag down and clip it shut to minimize direct exposure to light and flowing air.  
  • We recommend strongly against storing coffee in a refrigerator or freezer, as this allows the beans to form condensation once removed from their cool environment. Freezing beans is also known to force embedded water and oils to the surface of the roasted bean, drying it out and adversely affecting the quality of the brewed drink.
  • My Coffee Arrived Damaged!
  • While we make every attempt to protect the contents of your order, cans, or tins of coffee can be dented or punctured while in transit to you.
  • In most cases, damage to a coffee’s packaging is superficial and causes no adverse effects on the brewed drink, as it remained fully sealed from the manufacturers’ warehouse to when it was shipped to your home.  
  • If the grounds or beans have fallen out of their container into the shipping box, please contact Customer Service to report the damaged merchandise.

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Ordering Parts for My Espresso Machine/Grinder

Over time, wear and tear parts of your espresso machine or grinder will need to be replaced after enough regular use. Additionally, accidental damages or failures sustained by your machine can often be remedied by replacing worn out parts with new ones.

  • How do I Know Which Part to Order?
  • To ensure that you receive the correct part, either identify it by Part Number on a manufacturers’ parts diagram for the machine, or review your needs and receive a recommendation from a member of our Technical Support Team.
  • I Received the Wrong Part. What do I do?
  • If you believe that you have received a different part than the one you ordered, the first step is to contact a member of our Technical Support department.
  • In the event that the correct product was ordered but the incorrect product was shipped, we will attempt to recover and replace the part.
  • In the event that you ordered the wrong product for your machine, you will be responsible for replacing it with the correct part.
  • Can I Return a Part I Ordered?
  • Parts are sealed prior shipment.  Unsealed or opened parts cannot be accepted for return. New parts which have been used or installed are not acceptable for return.  

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Latte Rewards

For full information, see our full terms for latte Rewards at: https://www.wholelattelove.com/pages/terms-rewards

  • Do I need a Whole Latte Love Account to earn Latte Rewards? 
  • You must be registered and signed into a Whole Latte Love account at the time of purchase to accrue Latte Rewards.
  • Will I Earn Latte Rewards with the Purchase of Commercial Products? 
  • Purchases of Commercial Products are excluded from the Latte Rewards program and do not accrue any rewards.
  • How Do I See My Latte Rewards?
  • I’ve Placed An Order, but Don’t See My Latte Rewards!
  • Latte Rewards are bound to the account under which the original order was placed.  If checkout was completed as a guest, it will not be eligible for accruing rewards.  
  • How do I use my Latte Rewards?
  • Latte Rewards are automatically converted into eGift Cards once the following eligibility criteria have been met.
  • The balance of Pending Latte Rewards is greater than or equal to $5.00.
  • The orders must have been shipped no less than 60 days ago.
  • The account under which these rewards were accrued must be in good standing.
  • What Determines How Many Rewards I Will Earn with my Purchase? 
  • Latte Rewards are earned on the price paid for merchandise after any coupons, discounts or other deductions are applied.  
  • How Many Latte Rewards Are Required to Earn a Gift Certificate? 
  • You must accumulate a minimum of $5 in Pending Latte Rewards before they may be redeemed as Gift Certificates.
  • How Long Do I Have to Wait Before my Pending Rewards are redeemable? 
  • Each Order's Pending Rewards must be at least 60 days past the date on which the order under which they were earned was shipped in order to be eligible for redemption.
  • How long are my redeemed Latte Rewards valid? 
  • Latte Rewards expire 90 days from the date they are were redeemed as a gift certificate.
  • Can I use expired Latte Rewards Gift Certificates? 
  • Once they have expired, Latte Rewards Gift Certificates cannot be reactivated or un-expired.

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eGift Cards

  • Where Do I Apply My Gift Card when Making a Purchase?
  • eGift Cards are not entered into the Coupon field found on the shopping cart.  
  • eGift Cards are entered as a payment method and may be combined with sales and promotions featured on the Whole Latte Love website.
  • Any eGift Cards associated with your account will be made available for you on the “Payments” screen of the checkout process.
  • If you received a gift code that has not been assigned to your account, it can be entered into the “Use Another eGift Card” field manually.
  • Can I Call in and Have the Sales Team Enter My Gift Card?
  • eGift Cards can only be applied to purchases made on our website. Members of our Sales Team cannot apply eGift Cards over the phone.
  • Can I Apply the Balance of a Gift Card to a Recent Purchase?
  • eGift Cards cannot be retroactively applied to completed purchases.
  • Can I Increase the Balance of a Gift Card I Own?
  • Additional payments cannot be made increase the remaining balance of an eGift Card.
  • What Happens When My Balance Reaches $0.00?
  • When the balance of an eGift Card is consumed, it is expired and removed from the list of available codes.
  • Can I Use a Coupon When Buying an Gift Card?
  • Coupons cannot be applied to the purchase of eGift Cards.
  • What if I Want to Return My eGift Card?
  • eGift Cards can be refunded in part or in full to the card used to purchase them.
  • What if I Want to Return an Item Purchased With a Gift Card?
  • See Credits & Refunds, Gift Card Refunds

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Coupons and Promotions

We enjoy providing valuable savings and special offers to our customers. Unless stated otherwise, all promotions are subject to the standard terms and conditions outlined here.

  • Why Won’t My Coupon Apply to my Order? 
  • Coupon codes may not be valid with other Special Offers or Deals.
  • When Do I Apply My Coupon? 
  • Coupon codes must be applied or used at the time of check out. After entering the coupon code, you must click the "Update" or “Apply Coupon” button in order for the discount to be applied to your order. If you do not see a discount or line item the coupon has not been applied.
  • Can I Apply a Coupon to an Order I have Already Placed? 
  • Coupon codes cannot be applied to orders that have been placed and processed.
  • Why Doesn’t a Product Apply for a Special Offer? 
  • Special offers may not be valid on certain items.  Please see the complete promotion detail for a full list of terms of eligibility and exclusions.
  • My Coupon Removed Free Shipping!
  • We are happy to provide free standard shipping on all orders totaling $50.00 or greater after all coupons and deductions are calculated. Should a coupon reduce your order total to below $50.00 you will be required to pay shipping for the products on your order.
  • How Long is My Coupon Good For? 
  • All coupon codes have an expiration date which, after this date has passed, the coupon code will no longer be valid and cannot be applied to new or pending orders.  
  • What Brands are Excluded From Coupons?
  • Coupons Savings typically exclude products from the following manufacturers:
  • Baratza, Bezzera, Breville, Delonghi, ECM, Izzo, Jura, Capresso, and Jura-Capresso, La Spaziale, Nuova Simonelli, Quick Mill, Rancilio, Rocket Espresso, Saeco
  • Note: This list is subject to change without notice and may not be fully inclusive of all brands excluded by individual promotions.
  • Why Has a Product Suddenly Changed in Price?
  • Prices are subject to change without notice. Special sales and offers exclude all prior purchases.
  • I purchased a product, but now it’s on sale.  What can be done?
  • Sales, Special Deals or other promotional savings cannot be applied retroactively or to orders that have already been placed.
  • Can I cancel my order and re-purchase it at the lower price?
  • Please review our terms and conditions governing Cancelled and Returned orders.  Cancelled, intercepted, and re-routed orders will be subject to additional fees.

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Price Match Policy

We know that great customer service and an all-around pleasant shopping experience are important, but we also understand that value is key when making a purchase. If you find a retailer that has a better advertised price than our website, let us know and we'll do our best to match it. Before placing your order, please fill out our Price Match Request form to submit your price match.

  • When Do I Request a Price Match?
  • 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.
  • Whose Prices Will You Match? 
  • We will be happy to price match any Authorized US Retailer of the product in question.
  • What Items Qualify for a Price Match? 
  • Prices can only be matched for identical items from the same market (Same model number)
  • Parts or Accessories do not qualify for this program and cannot be price matched.
  • What if the Item is Not in Stock? 
  • The Items being matched must be in stock at the Authorized US Retailer with the lower price when the price match is requested.
  • What Retailers are Eligible for Price Matches? 
  • The price to be matched must be posted on the website of a manufacturer-authorized US dealer.  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 direct to individual customers electronically or over the phone are not eligible for Price Matching.
  • What About Free Items Included With the Purchase?
  • The price match will be identical to the competitor's offer. Free items will not be included unless they are also part of the competitor's package.  Included accessories will be substituted as needed based on product availability.
  • What About Shipping and Handling, or other Charges?
  • 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.
  • Why Was My Price Match Declined?        
  • Whole Latte Love reserves the right to decline a price match at our discretion.

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Privacy and Security

At Whole Latte Love, we value the security and safety of our customers.  For full information about our Privacy Policy and Information Security Standards, please refer to our Privacy and Security Policy: https://www.wholelattelove.com/pages/terms-privacy

Electronic Marketing and Email Newsletters

When signing up as a new user with our service, you are offered the opportunity to subscribe to our email newsletter.  If you no longer wish to receive these messages, simply click the “unsubscribe” link found at the bottom of each message.

Note: Requests to unsubscribe can take up to 48 hours to process to completion.  

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Terms of Use

You can find our full Terms of use here: https://www.wholelattelove.com/pages/terms-use

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