Your satisfaction with the espresso or coffee machine that you purchase is the utmost importance to Whole Latte Love. Our experts will assist you in purchasing the espresso machine that best suits your needs.

General Policies

Return Policy

 

Because your satisfaction is of the utmost importance, we will gladly accept the return of New/Unused espresso machines, coffee makers and coffee grinders up to thirty (30) days and refurbished products up to fifteen (15) days from the shipment date. This policy does not apply to commercial products, accessories, parts, grocery products or other non-returnable items.

Please note: Groupon purchases may be returned 14 days from the shipping date.
The goal of our sales staff is to make sure the machines our customers purchase are a proper fit. If you have any questions after a purchase, please do not hesitate to call us so we can provide any instructions necessary for your complete enjoyment of your new purchase.

Return authorization numbers are issued by our Customer Service department. Please call us at 888-411-5282 and we will email you a Return Authorization form that must be read and replied to. Refunds will be issued when the machines have passed inspection at our location. Machines will not be accepted without a return authorization number. If merchandise is returned without an authorization number, you will be responsible for all associated costs.

Refurbished and Next-to-New Items
Refurbished and next-to-new items can be returned within fifteen (15) days from the date you receive the merchandise and are subject to all of the policies listed above.

Newsletter
Please note: When you place an order with Whole Latte Love, your email address is automatically entered into our newsletter listing. The newsletter is generally sent out once a month and offers coupon codes, sale items, feature products, and informative articles. Simply click on the unsubscribe button found on the bottom of the newsletter if you wish not to receive future newsletters. Email addresses are not sold or shared with other companies. They are used solely for the Whole Latte Love newsletter.

Email-Exclusive Offers
Due to ever changing spam and privacy filters, please be aware that email communications that are sent from WholeLatteLove may possibly end up with your junk mail or spam mail. So, when you are expecting e-mail from us, don't forget to check these areas. To ensure you receive our exclusive offers, add our email address to your address book.

Coupon Codes and Special Offers
Whole Latte Love often provides discounts through the use of a coupon code. The first step in using a coupon code is to add all the merchandise you'd like to purchase into the shopping cart. Then, type the code into the "Coupon Code" field located in the shopping cart beneath the order total. After entering the coupon code, you must click the "UPDATE" button in order for the discount to be applied to your order. Once you've clicked the "UPDATE" button, the shopping cart will refresh and display a line item beneath the merchandise in your cart showing the coupon code and the discount you've received, as well as an adjusted total that reflects your savings. Please note that each coupon code has an expiration date. After this date has passed, the coupon code will no longer be valid. Feel free to contact us directly at 888-411-5282 if you have any questions about an expiration date or a coupon code.

Prices subject to change without notice. Special sales and offers exclude all previous purchased merchandise.

Product images are subject to change. Manufacturers reserve the right to change their products without prior knowledge; however, Whole Latte Love will make every effort to properly reflect any changes. Non-functional changes to machines are not considered misrepresentation. Due to constantly changing stock of accessories, images may not be identical.

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Privacy Policy

This Privacy Policy covers wholelattelove.com's treatment of personally identifiable information that we collect when you are on the wholelattelove.com site.

 

Information Collection & Use
Whole Latte Love collects personally identifiable information when you register for an account and when you use certain products or services. When you register with Whole Latte Love, we ask for your name, home address, e-mail address and credit information. Whole Latte Love uses this information for two general purposes: to customize the advertising and content you see and to fulfill your requests for certain products and services.

Information Sharing & Disclosure
Whole Latte Love will not sell or rent your personally identifiable information to anyone. Whole Latte Love will send personally identifiable information about you to other companies or people only when: (1) We have your consent to share the information. (2) We need to share your information to provide the product or service you have requested. (3) We need to send the information to companies who work on behalf of Whole Latte Love to provide a product or service to you. Unless we tell you differently, these companies do not have any right to use the personally identifiable information we provide to them beyond what is necessary to assist us. (4) We're required to respond to subpoenas, court orders or legal process.

Changes to Policy Page
Whole Latte Love may amend this policy from time to time. If we make any substantial changes in the way we use your personal information, we will notify you by posting a prominent announcement on our pages.

Questions & Suggestions
If you have questions or suggestions, please fill out a Whole Latte Love survey or send an e-mail to sales@wholelattelove.com.

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Holiday Policies

(Items Purchased From November 06, 2010 - December 24, 2010)

Please NOTE
Any merchandise purchased as a gift must be inspected immediately upon initial delivery for damage and to ensure order is complete (unless otherwise stated). There is a limitation by carriers of 5 business days to place damage claims, therefore Whole Latte Love must be contacted within this time frame. Also, please let our representatives know upon purchase that the item is to be a gift, allowing us to implement the following holiday policies.

Merchandise Returns/ Gift Exchanges
Your satisfaction is the utmost importance to us. We will gladly accept any Holiday returns with a RMA # for a full refund minus the original shipping cost**. Please be aware that the refund is issued to the buyer's card. Any merchandise purchased as a gift from November 06, 2010 to December 24, 2010 will have an extended return policy ending January 15, 2011. It is the owner's responsibility to pack and ship the returned merchandise to Whole Latte Love. Please see the return instructions below. In the case of merchandise exchanges, the owner is responsible for all shipping costs.

Return Authorizations are issued by our customer service department. All returns require an RMA number. Please give Customer Service a call for instructions as to where to return the machine. Refunds will be issued when the machines have been accepted and inspected at our location. Machines will not be accepted without a return authorization number on the original packaging.

This policy is not applicable to all accessories items; sales of bagged coffee and opened accessories are final. Please read these instructions thoroughly!

• It is recommended that you return the machine via UPS/FedEx insured.
• Please keep a copy of the UPS/FedEx receipt and tracking number. This is your protection if the machine is lost or damaged.
• Your account will be credited in approximately 3-4 weeks from the time we receive the machine (we check in and test all buyer's remorse machines).
• Keep all original packaging, warranty cards, instruction booklets, paperwork, etc. Please clean the machine and make sure it is free of water before shipping. Extract water through the steaming wand and brew group. Any water left in the machine can freeze causing extensive damage. You are responsible for making sure this is done properly and will be charged if the machine is damaged.
• You may be charged a 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 "gift with purchase" merchandise such as starter kits, coffee, frothing pitchers, etc. must be returned unused with your machine or you will be charged the normal retail price for these items.
• If you are returning an espresso machine, be sure to empty the boiler to prevent damage during shipping. For complete instructions, please refer to our section on how to drain the boiler.

Defective Machines
All of our machines have been tested, there may be residual coffee or water in your machine. If your machine seems to not be working properly please call our technical support line at 1-888-411-5282. We can then determine whether the problem is a true mechanical issue or one that can be resolved by further user education.

For products ordered on or after November 06, 2010 as gifts, please contact our customer service representatives by December 30th, 2010 to report a defective product.

*Manufacturers may be closed during the holidays for an extended period of time. We appreciate your patience and will do our best in to address your returns.
**Orders receiving free expedited shipping will be fully refunded, minus the ground portion of our shipping cost to you and retail cost of Gift with Purchase (GWP) items.

Price Guarantee

We are the largest and most respected Internet retailer of espresso machines. That means we have put our customers first and they have rewarded us with their business. Certainly the best service is important, but we understand that price is part of the package. If you happen to find the product you want at a better price, call us. We will be happy to price match any US retailer.

Price matches must be for identical items. Items must be in stock. No "gift with purchase" items will be included. Shipping costs may apply. Price to be matched must be a price posted on a US website of a manufacturer-authorized dealer. Price match must be completed at the time of purchase!
[Whole Latte Love reserves the right to decline a price match at their discretion.]

We offer you the BEST DEAL, the BEST SERVICE and SALES SUPPORT! Nobody knows these products like we do!

How to shop competitively:

There have been many articles written lately about shopping the Internet and what to look for in a retailer. Some important things to remember and look for are:

• Posted policies page
  "Companies" that refuse to post a clearly marked Policy Page are clearly hiding something. Steer clear. Why take a chance if there is no benefit? Our Price Guarantee will ensure that.
• Posted pricing
  Verbally getting pricing can be an unreliable game (is the price that is verbally given going to match what is charged?)
• Posted Address and Phone Number
  Make sure the Internet retailer lists their address and an easy-to-access telephone number.
• Make sure that you are ordering from a site that has a secure server.
  Never give your credit card information to a site that does not use a secure ordering system.

 

General Notes:

• Parts ordered online, by phone or email are final sales. If calling to order please have manual and part number ready.
• Please inspect all packages immediately upon receiving. All claims must be issued within five (5) business days.
• Please note that most of the machines we sell are tested by the manufacturer. Due to this, you may find residual coffee or water on/in new machines. Most manufacturers will include a small sheet of paper stating this. All machines we sell are new machines, unless clearly stated and understood by the customer.
• No returns on commercial and semi-commercial machines. Please ask about warranties for each specific brand. Also, no returns on coffee beans, ground coffee or pods.

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Shipping Information

• Please note that it may take 24-48 hours (not including weekends or holidays) before your package is shipped.
• Whole Latte Love offers free standard shipping to destinations in the Continental United States (Hawaii and Alaska are not eligible for free standard shipping and other shipping promotions) on all retail orders over $50 (excludes commercial products).
• All parts will incur a $5.95 shipping and handling fee.
• Starter kits are shipped and packaged separately from the machine. You should receive the tracking number for both via e-mail. This could result in receiving your merchandise on different days. Some items may ship via USPS.
• Some small items may ship via USPS and will therefore not have a tracking number available.
• Some 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 your shipment.
• Please note that we are unable to ship Jura Capresso and Capresso branded items to Canada.
• 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.
• FedEx & UPS Air Shipments: If ordering a machine that has to go Next Day, 2nd Day and 3 Day Air shipping please make sure you place your order before 12:00 PM EST to help ensure that it ships that day. We do our best to make sure all priority air packages are shipped the same day. However we cannot guarantee that air shipments placed after 12:00 PM will ship that day. Please give us a call if you need a priority package shipped and you are ordering after 12:00 and we will do our best to get it out the door.

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International Orders

• All packages shipped outside of the US are considered international.
• Warranties are void on ALL machines shipped to or transported outside of the US.
• Please note that we are unable to ship Jura Capresso or Capresso branded items to Canada.
• Customer is responsible for all shipping, customs fees, brokerage fees and any other delivery fees associated with delivery of the package.
• Whole Latte Love reserves the right to choose the appropriate method and carrier for shipping.
• Whole Latte Love is not responsible for delivery of the package once it leaves our facility. That responsibility falls on the carrier.
• Whole Latte Love does not guarantee transit times. "In Transit" times are determined by the carrier and are only estimates.
• Orders will not be shipped without verification of shipping costs by customer. This cost does not include customs fees, brokerage charges or any other associated fees which are the sole responsibility of customers at time of delivery.
• Customer is responsible for all return ship costs involved with defective merchandise.

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Expedited Shipping

• Next Day Air, 2nd Day Air and 3 Day Select are subject to FedEx or UPS policies.
• Saturday delivery is only available for FedEx Express or UPS Next Day Air and must be specified at the time of ordering. No expedited shipments are delivered on Saturdays unless otherwise specified.
• "In Transit" times provided by FedEx and UPS are based on business days and do not include Saturdays or Sundays.

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APO Shipping

• When placing an order with Whole Latte Love for those serving overseas at an Army Post Office (APO) or Fleet Post Office (FPO) we ask that you know a few things before you place your order. Specifically the Service Member's Full Name, the Military Unit, and APO/FPO address with full zip code.
• The USPS also has weight and size restrictions on packages. Packages shipped using the USPS cannot exceed 70 pounds because shipping to an APO/FPO is still considered domestic mail. Size is limited to a total of 72” including the height, width and length.
• Please note that Prosumer Espresso Machines CANNOT be shipped to APO/FPO address, due to USPS size restrictions.

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Alaska and Hawaii

Shipping included on specified products is available in the contiguous US only. Shipping to Hawaii, Alaska, Canada, Puerto Rico, etc... will incur an extra shipping charge.

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Shipping Damage

Please inspect your package when you receive it from the shipper. If you notice any damage from shipping, please call us at 888-411-5282 to report the damage and DO NOT USE the machine. You must contact us within 5 business days. Make sure that you keep all packaging (boxes, shipping labels, peanuts, etc...), as the shipper will come to inspect the package. You may also call the shipper directly. UPS can be reached at 1-800-742-5877. FedEx can be reached at 1-800-463-3339. Please also review UPS Terms & Conditions and FedEx Terms & Conditions.

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Draining the Boiler

Boiler Draining Instructions:
**These are guidelines. Owners' manuals should always be consulted first. You are responsible for making sure this is done properly; if not, you will be charged if the machine is damaged.**

Please note: We carry machines that may not be listed below. In such cases, please refer solely to the manufacturer's instructions or their technical support.

Non Heat-Exchanger Semi-Automatics
Heat-Exchanger Semi-Automatics
Super Automatics

Semi-Automatics (Non Heat-Exchanger Machines Only)

1. Read and understand these instructions entirely before attempting to drain your boiler. Consult our Tech department before continuing.
2. Only perform this procedure when your machine is COLD! If the machine has been used previously on this day, please make sure the heating elements are completely cool before continuing, or you run the risk of being burned.
3. With the machine unplugged, please remove the portafilter handle, drip pan, drip tray cover, water reservoir, water reservoir cover and any other loose parts that may fall when the machine is tipped over.
4. Lay the machine on its back.
5. With all buttons and switches in the off position, plug in the machine.
6. Find a tall-sided container that can hold about 20oz. or more.
7. Hold the container under the steam wand and tilt it slightly down so that the container is in a position to catch water that will be coming out of the steam wand.
8. Turn on the power switch.
9. Activate the pump.
   a. This step will differ depending on the machine that you have.
   b. If there is a hot water dispensing button, turn that on.
   c. Turn on whatever buttons you normally would to receive water out of the steam wand.
10. Water should now be coming out of the steam wand and landing in your container.
11. Run the machine until the stream of water has dissipated.
12. Now tilt the machine on its head, following the steam wand with your tall-sided container.
13. The stream of water will most likely pick up pace again.
14. Once the water has stopped, rest the machine back down on its back and turn off your water and main power switches. Your machine's boiler is now drained.

Semi-Automatics (Heat-Exchanger Machines Only)

1. Read and understand these instructions entirely before attempting to drain your boiler. Consult our Tech department before continuing.
2. Caution! Machine must be heated to steam temperature to properly drain the boiler. Machine and water are at scalding temperatures!
3. Plug the machine in and allow it to come to normal brewing temperature/pressure.
   a. If you are uncertain how to complete this step, refer to the manufacturer's instruction manual.
   b. This step may slightly differ for each machine.
4. Find two LARGE tall-sided containers and place one under the brew group and one under the hot water dispenser.
   a. Make sure that both containers are solidly in place and will not spill or fall when water begins to drain into them!
   b. Remember, these two containers combined need to be equal to, or greater than, the volume of your boiler.
5. Remove the top of your water reservoir.
6. Remove the water intake line from the water reservoir.
7. Engage the pump by turning on the brew button.
8. Beware of splashing hot water!! It will burn!!
9. Run the machine until water stops flowing from the brew head.
10. Turn off the brew button.
11. Turn off the main power switch.
12. Open the hot water dispensing valve.
13. Run the machine until water stops flowing from the hot water dispensing valve.
14. Beware of splashing hot water!! It will burn!!
15. Close the hot water dispensing valve.
16. The machine boiler is now drained.

Super Automatics (For Jura-Capresso and Jura, see the manufacturer's instruction manual.)

1. Read and understand these instructions entirely before attempting to drain your boiler. Consult our Tech department before continuing.
2. Caution! Machine must be heated to steam temperature to properly drain the boiler. Machine and water are at scalding temperatures!
3. With the machine plugged in and the main power switch on, take the proper steps to heat your machine to steam temperature.
   a. If you are uncertain how to complete this step, refer to the manufacture's instruction manual.
   b. This step may slightly differ for each machine.
4. Place a tall-sided container that can hold 20oz. under the steam wand.
   a. Please use a container that will not conduct heat, it will get hot and may burn on contact. Try using a heavy plastic container, or preferably, a container with a handle.
5. When the machine has reached steam temperature, open the steam valve. Beware of splashing hot water and steam!!
6. While the machine is steaming, remove the water reservoir.
7. When the machine no longer emits steam or water, close the steam valve.
8. Turn off the steam button and main power switch.
9. The machine boiler is now drained.

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Warranty Information

Manufacturer Warranties
All of our products have a full manufacturer's warranty in the continental United States. Warranty issues must be dealt with directly through the manufacturer with which the warranty is held. Warranties held by WholeLatteLove are also valid in Canada, excluding items that are Gaggia, Capresso, and Jura Capresso branded. Allocation of shipping and handling charges lies with the discretion of the manufacturer with which the warranty is held. Shipping & handling is non-inclusive of warranty. (Warranty information listed below applies only to new machines.)

See a complete list of manufacturer parts and labor coverage,
support information and more.

Warranty Notes:

• A Shipping and handling fee will be applied to all warranty replacement parts shipped from Whole Latte Love.
• Warranties do not extend to accessories parts or normal ware parts such as gaskets, portafilter handles, portafilter baskets, pannarello wands, etc.
• Parts ordered online, by telephone or email are final sales. When calling to place an order, please have manual and part number ready.
• Please inspect all packages immediately upon receiving. All claims must be issued within 5 business days.
• Please note that most of the machines we sell are tested at the manufacturer. Due to this testing, you might find residual coffee or water on/in new machines. Most manufacturers will include a small sheet of paper stating this. All machines we sell are new machines, unless clearly stated and understood by the customer.

Extended Warranties
The extended warranty begins on the day that the manufacturers warranty period ends and is valid for 1 or 2 years depending on the warranty issued. Warranty coverage from that date is then directly handled through Whole Latte Love or its agents.

Extended Warranty Coverage
The extended warranty does not take effect until the manufacturer's warranty has expired. It follows the same policy and procedure as the original manufacturer's warranty. Abused merchandise or failure to follow regular maintenance schedule will void extended warranty. Shipping and labor charges are non-inclusive of warranty.

Conditions and Exclusion
This warranty does not cover electrical components that fail due to power surges, power failures, improper water pressure, using hard or unfiltered water and operator use or neglect. Wear and tear items such as group gaskets, portafilter handles, portafilter baskets and shower screens are not covered. This warranty will not cover damage due to neglect or improper maintenance or use. Shipping and labor charges are not covered by this warranty.

Additional information on manufacturer's warranties and who handles the repairs can be found on our manufacturer warranty list. As always, please call us at 888-411-5282 if you have any questions or concerns.

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Handling Defectives

All of our machines have been tested, there may be residual coffee or water in your machine. If your machine seems to not be working properly please call our technical support line at 1-888-411-5282. We can then determine whether the problem is a true mechanical issue or one that can be resolved by further user education.

New Merchandise Performance Issues
If you believe your machine is having functional problems, you must contact our Technical Services department at 888-411-5282 within five (5) business days from the date you receive the merchandise.

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Refusal of Shipment

If the shipment is delivered to its intended destination and shipping is refused by the customer, the order will be subject to a $10 fee and our merchandise return policy—which deducts full shipping charges from applicable refunds.

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Incorrect Address

Please verify your shipping address prior to finalizing purchases. If Whole Latte Love has been provided an incorrect address, which results in the order being re-routed, the customer will be responsible for a $11 fee and incur additional shipping charges associated with the delivery of products to the correct destination.

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