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Faqs

How do I make a return?

Returns at Clive Coffee are simple and hassle free. We accept returns up to 30 days from the shipment date of your order. Upon receiving your return, we'll credit your card the purchase price, less the original outbound freight cost if your order included free shipping. To make a return, fill out this short form. To read our complete return policy, please visit our Returns & Exchanges section.

What are your shipping options?

We offer Ground, 3 Day, 2 Day, and Next Day services via UPS. If the item weighs less than 3 or 4 pounds, depending on the shipping address, will be shipped via USPS Priority (which is only $5 for most orders). We ship all international orders via UPS Worldwide Expedited.

Can I cancel my order after it has been placed?

Most orders that have not shipped are able to be changed or cancelled. However, keep in mind that most orders ship out the same day they are ordered. If you need to change or cancel your order please contact us immediately.

Can I add or remove items to an order once it's placed?

The easiest way to add something is to simply place a new order online for the new item you wish to purchase. If your original order has special shipping arranged that you wish to take advantage of please contact us

Can you ship to my PO Box?

Yes, we can ship to your PO BOX address. Please be sure to select USPS Priority as your shipping method, as UPS does not deliver to PO Boxes.

Do you charge Sales Tax?

There is no sales tax charged on any order at Clive Coffee. It really is that simple. If you are shipping internationally you may be required to pay your local duty and taxes (see International Orders for details).

Is my information secure?

Clive Coffee ensures a very high level of security for your online purchases. We utilize 128 bit secure encryption software (SSL) in our checkout process. This software encrypts all your personal and financial information on the internet. If you prefer to order by phone, please call us at 800.520.2890. For more information, please see our Privacy and Security Policy for details. All information obtained at Clive Coffee is for our internal use only. Your private information will never be sold, loaned, or given to anyone.

Do you ship to my country?

We ship to the following countries: Australia, Canada, Dubai (UAE), France, Finland, Germany, Hong Kong, Italy, Japan, New Zealand, Norway, Puerto Rico, South Korea, Spain, Sweden, Switzerland, and the United Kingdom. We are unable to make any exceptions to this list. For more information please red our International Orders section

Do you offer a price match guarantee?

We guarantee our prices for 3 business days from the date of your order. If an item goes on sale within 3 business days of your order, we will credit you the difference. To take advantage of this, simply email us at service@clivecoffee.com to request a credit.

Returns

30 Day Satisfaction Guarantee:

You have 30 days to try out your purchase, and if you don't love it we'll take it back. There's absolutely no risk! We're that convinced that you'll love it. Returns are accepted up to 30 days from the date the order arrives at your door. Please note that espresso machines and grinders do not qualify for free return shipping.

How to Make a Satisfaction Guarantee Return:

To make a return simply fill out our short return form. You may also contact us via email or by phone for more information. We will email you a prepaid UPS return label which you can print and attach to the return package. If you don't have a printer available we can mail you the return label.

Once we receive your return package it will be inspected and a refund will be issued to your card less the original outbound freight cost if your order included free shipping. We will notify you via email after your items are received and after we have credited your card. Refunds are issued as a credit to the original credit card used in the purchase. If we cannot refund the original credit card used for purchase, such as cancelled credit cards or gift recipients, we will issue store credit (we do not issue refunds via company check). Please allow up to 14 days to receive your refund. You may use your own shipping method to return the item to us if you'd like. Please be sure to package the item the same way you received it and insure it for the full retail value. If the item isn't insured and is damaged in shipping, we may not be able to credit you for the full amount.

Please include all free gifts that were shipped with your order. The retail value of any free gifts will be deducted from your refund if they are not included.

For any questions regarding our returns process please contact us at sales@clivecoffee.com or 800.520.2890.

Packaging of Returns and Restocking Fee:

Please be sure to package the items you are returning in the same way that you received them. This is especially important for espresso machines and coffee makers. Please do your best to return it to us in the same way it was packaged when you received it.

Items damaged in return shipping due to inadequate or incorrect repackaging, or that are returned exceptionally dirty from use, may be charged a restocking fee of up to 20% of the purchase price. We also reserve the right to assess a restocking fee if the return does not follow the guidelines listed in our Return Policy.

International Returns:

Returns are accepted up to 30 days from the date the order was shipped. You must contact us first at sales@clivecoffee.com or 800.520.2890, then send the item back to us at your expense. Once we receive your return package it will be inspected and a refund will be issued to your card. We will notify you via email after your items are received and after we have credited your card.

Espresso Machine Returns:

We have a different process for returning espresso machines

Exchanges:

To exchange an item, simply return it using the return process detailed above and place a new order online or over the phone for the item you want.

Shipping

The Clive Coffee shipping program offers free or highly discounted shipping fees and is an integral part of the way we take care of our customers. This shipping program can be broken down into several categories:

Fast, affordable shipping:

We want you to be able to get your coffee quickly without paying ridiculous amounts for shipping! Use the shopping cart to see what shipping options and charges are available to you, based on product selection.

Free Ground Shipping on Orders over $75:

In the USA (lower 48 states) we will send out your order over $75 with free ground shipping or discounted expedited shipping. It's that simple.

Most of the espresso machines we sell are imported from Italy to New York. We warehouse our own stock in Portland, Oregon, but we optimize each order depending on shipment address and inventory levels to get it to you the fastest way possible. This means that some orders will ship from our warehouse in Portland, and others will ship directly from the importer in New York. We will use your address and shipment method to determine the fastest way to get your machine to you. If you have any questions on how your machine will be shipped, contact us at 800.520.2890

International Orders:

Shipping charges for orders outside of the USA are often discounted below our cost. Use the shopping cart to calculate shipping charges. We do not ship espresso machines or espresso grinders outside of the USA.

Alaska, Hawaii & PO Boxes:

Shipping charges for orders to Alaska, Hawaii and PO Boxes may be charged higher rates for heavy or large items. We will contact you if a shipping surcharge is required. This is usually the case for oversized items like drip coffee makers and espresso machines. The typical charge for shipping to Alaska and Hawaii is $20-30. We will discount the charge by the amount that we normally pay for similar orders to customers in the lower 48.

Changes to Orders Already Shipped:

Once an item has been shipped, we normally cannot cancel or change the shipment. If necessary, we can send a return label once the item has been received. If the item must be redirected or returned to us while in transit, you may be liable for any service fees we are assessed by the carrier.

Warranty Policies

If you encounter a problem with your equipment purchase from Clive Coffee, we are here to help. Please read through these policies to understand how we will take care of any issue that arises with your machine.

To receive warranty troubleshooting and technical support from Clive Coffee, you must provide proof of purchase in the form of your original order number. For orders placed online or over the phone, this information would have been emailed to you at order confirmation and also included on the packing slip.

What the warranty covers:

Replacement parts and labor costs to correct defects in materials and workmanship are covered for a period of one year from the original delivery date.

Shipping costs related to warranty replacements or repairs will be covered by Clive Coffee for the first 30 days from the time you received your machine. This means we will pay for UPS ground shipment costs both ways. After 30 days, shipment costs are the responsibility of the customer. *See Notes Below

What the warranty does not cover:

Please keep in mind that general "wear and tear" on parts that are subject to deterioration due to normal use, such as gaskets, filters, grinder burrs, plastic parts like bean hoppers, and so on, are not covered by this warranty.

Important: The following circumstances are not covered under Clive Coffee’s warranty policy:

  • Problems related to water damage, poor water quality, and scaling. This is by far the most common cause of espresso machine failure. Please be sure to decalcify your machine on a regular basis to prevent these issues, which will not be covered by warranty.
  • Products made of glass, such as Chemex, Hario, Bee House, Yama, ACF, and Pigeon Toe are excluded from the 1 year warranty. Our warranty on these products covers manufacturer’s defects only, not breakage (unless it arrived damaged from shipping). Please call us as soon as possible if your order arrives broken for replacement.
  • Products for which the applicable serial number has been removed or altered.
  • Any product that has been damaged or rendered defective as a result of accident, abuse, misuse, lack of reasonable and necessary maintenance/cleaning, neglect, faulty installation, mishandling, damage during shipment, line power surge or any external causes.
  • Operation of product outside the parameters stated in the user documentation that shipped with product.
  • Usage of parts not manufactured by original manufacturer, including installation of PID devices.
  • Modification or service by anyone other than Clive Coffee.
  • Acts of God, such as lightning, flood, or fire.
  • The cost of installations of routine maintenance items, such as gaskets, o-rings, grinding burrs, and other normal wear and tear items.
  • Usage of product in a commercial environment.
  • Shipping costs to ship product back and forth to Clive Coffee, except for the first 30 days from receipt via UPS ground.
  • On-site labor or labor at a facility other than Clive Coffee.
  • Expedited shipping cost of parts to customer for self-repair.

What an "Extended one year warranty" covers and what it excludes:

Extended one year warranty has the same coverage as the one year warranty just extending the warranty for an additional year.

  • Customers invoice which does not state "Extended one year warranty" for the appropriate line item on the original invoice are not covered for the additional year.
  • Extended one year warranty period is not transferable.
  • Extended one year warranty expires two years from the date of purchase of the machine.

Below are some important points to remember when obtaining warranty service.

  • Again, it does not apply to wear and tear items such as gaskets, O-rings, portafilter handles, plastic parts such as bean hoppers, etc.
  • For the first 30 days of valid warranty service, we will pay for shipping in both directions up to our cost of shipping via UPS Ground. Expedited shipping costs above those for UPS Ground, such as UPS Next Day Air, will not be reimbursed.
  • If after inspection of the machine, we find the machine is in proper working order (operator error), we will not reimburse shipping costs and the customer must pay for return shipping.
  • After 30 days, the customer is responsible for shipping costs both ways.
  • In some cases, we may send a replacement machine instead of repairing the original machine. We reserve the right to determine whether we will repair or replace your equipment.

How to obtain warranty service:

All warranty work is done by Clive Coffee or the importer of the machine (such as Chris Coffee Service and Rancilio NA). Some manufacturers, such as Baratza Grinders do perform their own warranty service.

When you call us please note that we will try to troubleshoot the issue over the phone, so please have the machine in front of you so that you can perform a few basic diagnostic actions. If we are unable to resolve your issue we will provide you with detailed information on how to return your machine to our service department.

For additional points regarding shipping responsibilities, please refer to the rules for our return policy.

What you should do when you first receive your machine:

At Clive Coffee, we invest the necessary time to insure that your equipment arrives safely and in good working order, so most equipment is bench tested by our technicians before shipment. We also use quality packing materials, and use double boxing when necessary.

We advise you to inspect your purchase when it first arrives for damage during shipment.

Please inspect your package when you receive it from UPS. If there is evidence of exterior damage to the shipping carton and the delivery person is present, ask them to note it on their delivery manifest and request a damage claim form. Should it be necessary for you to submit a damage claim the notation on the manifest may prove to be very helpful. If you find that your machine is damaged from shipping, please call UPS at 1-800-742-5877 to report the damage. You must also contact us within 5 business days. Make sure that you keep all packaging (boxes, shipping labels, packing material, etc.) as UPS will need to inspect not only the machine but the packaging as well. For UPS terms and conditions click here . Once we receive a claim number from UPS, we will be more than happy to take care of the problem to your satisfaction.

Please note the following:

  • Grinders are often tested by the manufacturer before leaving the factory. Some traces of coffee grinds are normal and does not mean the machine is used or a returned item.
  • Some minor water splashes may occur during our bench testing. Unless otherwise stated (next-to-new or refurbished), all purchases at Clive Coffee are new from the manufacturer. We do not sell returned machines as new.

How to obtain a Return Authorization:

Before returning an espresso machine or grinder, you must call or email us to obtain a Return Authorization Agreement (RAA) from our company.

Once we have received your request, we will send you additional details regarding the return procedure, such as how to prepare the machine for shipping and packaging instructions. You should return the (RAA) to us if you understand and agree to the terms and conditions of the statement; we will then issue a Return Authorization (RA) number, which must appear on the outside of the box.

Please note: We will not except returns without an (RA) number.

Your responsibilities when returning merchandise

Below are some important points to remember when preparing a return.

  • To protect your right to file a damage claim, you are responsible for shipping merchandise back to us. We do not issue call tags since that would make us the responsible shipper.
  • You must properly drain the water from the machine before packing.  We will include instructions along with your Return Authorization number. If you have questions, please call our service department for assistance.
  • You pay the cost of shipping it back to us. We will reimburse this cost for warranty repairs in the first 30 days from the date of receipt. Note: The amount we will reimburse you will not exceed the published cost of shipping at www.ups.com for ground service. UPS Stores will charge you a premium for packaging and handling that we will not reimburse you for. Expedited shipping costs above those for UPS Ground, such as UPS Next Day Air, will not be reimbursed either.
  • Save the packing material and its original carton(s)! We take great care to package your purchase properly, please reuse them in the event it is necessary to ship your machine back to us.
  • Shipping to Alaska, Hawaii, APO/military addresses or outside of the US is not covered by the warranty; in these cases, the customer is responsible for shipping costs in both directions.

Merchandise is inspected when it is received to verify:

  • All original items are included (manuals, packing material, accessories, etc.).
  • The equipment is clean and still in "like new condition with no sign of abuse, misuse, missing parts, or missing manuals, etc.
  • We reserve the right to charge a 20% restocking fee if the above conditions are not met. The cost of any promotional and/or included products (such as coffee, for example) will also be deducted from you original purchase price.

How Long Will it Take for a Warranty Repair?

We will process your warranty issue as quickly as possible. Once we receive your machine in our repair center, we commit to repairing and returning your machine to you within 30 business days.

International Orders

We have partnered with Bongo International to service our international customers.

Bongo provides a streamlined and cost-effective way for us to ship to our international customers. It's quite easy to use; simply add items to the cart and enter your international address in the Shipping section. If you select a country outside of the US, you will be automatically transferred to Bongo's Secure International Checkout page where you will be provided with international shipping costs that include duties and taxes for your shipment.

Upon completion of your order, Bongo will charge your credit card for the entire purchase. We will ship the goods to Bongo's Global Distribution Facility where Bongo will process the order and transport the goods to your international address. There are no additional fees or registration processes with this service.

NOTE: Please contact us for details about how our warranty policy affects international customers. Typically your purchase is covered for warranty replacement or repair in the US at our facility. If your purchase requires warranty or repair work, you will need to send the item with all shipping costs prepaid to us for service. All payment, shipping, or return requests should first be submitted to Bongo at

Ordering & Payment

To place an order with Clive Coffee simply browse to the product page of the product you want to buy, click the "Add to Cart" button. Once the item appears in your cart simply click the "Checkout" button. If you are not signed in you will be prompted to do so (if you have not created an account before click the "Create New Account" button and follow the instructions).

On the billing and Shipping address page fill out the required address information and click Continue. On the "Shipping Method" screen select your shipping method and click Continue. On the Payment Information page select your credit card type, fill in your card number, expiration date, card identification number, and enter any coupon code you may have and click Continue.

On the Review and Submit Order page you can confirm that all the information for your order is correct. If you see any errors click the edit button for that section and you will be able to correct the mistake. Once you have reviewed all your info click the Submit Order button to place your order. Once you have clicked "Place Order" do not click anything else or refresh the page until you see the order confirmation screen.

Payment:

We accept Visa, MasterCard, American Express, and Discover credit and debit cards. To pay by cashier's check, send it to our address under Contact Us along with your desired items. Include your name, address, phone, and email. We'll send you tracking info as soon as the cashier's check clears our bank.

Credit Card Charges for Espresso Machines

When you place an order on our website, your credit card is authorized for the amount of the order. This reserves the funds until we are able to capture the payment. We normally only capture the funds from an authorization when we have a tracking number generated by our freight company, but we have a different policy for espresso machines. We've had numerous instances of credit cards declining our attempt to capture the funds after the espresso machine has left our facility. We then have to try to intercept the package with the freight company's help until we can resolve the credit card issue.

Because of this, we will charge your card (meaning capture the authorization) as soon as we begin to prepare your espresso machine for shipment. Espresso machines are bench tested before being shipped to you, and sometimes this can add time to the process of preparing your machine for shipment. Some machines can ship the same day you order it, while others may take an extra day or two to be tested and prepared for shipment. We will keep you apprised of the status of your machine as its headed your way, and will send tracking information as soon as it is available. Questions? Contact us at 800.520.2890.

International Payments:

We accept Visa, MasterCard, American Express, and Discover credit cards as our only methods of payment for international orders. All prices listed on Clive Coffee are in US dollars. You will be charged by your credit card company the US dollar amount converted by your country's current exchange rate.

If you have any questions about the checkout process or would like to place your order over the phone please give us a call: 800.520.2890.

Service Department

"Do I have to send my machine back to Italy for repair?"

Definitely not.

Like all finely tuned machines, espresso machines and grinders require maintenance and occasional repairs. For our customers, we take away the hassle of dealing directly with the manufacturer when a problem arises. Repair costs, including parts and labor, are covered under warranty for the first year by the manufacturer. On most machines you can extend that warranty by another year.

In the event that something happens to your machine, we will work with you to determine the best way to get your machine back up to speed. Ken, our espresso repair technician, has over 22 years of experience maintaining and repairing commercial espresso machines such as La Marzocco. He has diagnosed and repaired many complicated issues over the years, so you can feel confident that we can properly service all of the equipment that we sell.

Simple Repairs

Many repairs can be taken care of with a screwdriver after a brief chat over the phone.

Complicated Repairs

If it turns out to be a more complicated problem, we can arrange to take care of the repair here in Portland or at the importer's service center.

Brands We Service

We currently only service machines from Izzo, La Marzocco, La Spaziale, Quick Mill, Rancilio, and Rocket. More brands coming soon.

For service on your machine, email tech@clivecoffee.com with the model information of your machine and a description of the problem. We will email you back shortly with further instructions. Please note that we charge a $25 diagnostic fee for espresso machines purchased from other companies.

Privacy Policy

We take your privacy and security very seriously. We use take measures to ensure a very high level of security for your online purchases. We utilize 128 bit secure encryption software (SSL) in our checkout process. This software encrypts all your personal and financial information on the internet.

What information do we collect?

We collect information from you when you register on our site, place an order, subscribe to our newsletter, or fill out a form. When ordering or registering on our site, as appropriate, you may be asked to enter your name, e-mail address, mailing address, phone number or credit card information. We take your privacy very seriously.

How do we use the information gathered?

Any of the information we collect from you may be used in one of the following ways:

To process transactions

Your information, whether public or private, will not be sold, exchanged, transferred, or given to any other company for any reason other than for the express purpose of delivering the purchased product or service requested.

To send periodic e-mails

The e-mail address you provide for order processing may be used to send you information and updates pertaining to your order, in addition to receiving occasional Clive Coffee news, updates, promotions, related product information, etc. We do not send frequent emails, but if at any time you would like to unsubscribe from receiving future e-mails, we include detailed unsubscribe instructions at the bottom of each e-mail.

How do we protect your information?

We implement security measures that meet or exceed current federal standards to protect the safety of your personal information when you place an order or submit your personal information on our website.

How are cookies used?

Cookies are small files that a site or its service provider transfers to your computer's hard drive through your web browser (if you allow) that enables the site's or service provider's systems to recognize your browser and retain certain information. We use cookies to understand and save your preferences (such as items you have placed in your shopping cart) for future visits and compile aggregate data about the site traffic and site interaction so we may better offer site experiences and tools in the future. We may contract with third-party service providers to assist us in better serving our site visitors.

Do we disclose information to outside parties?

We do not sell, trade, or otherwise transfer your personally identifiable information to outside parties. However, this does not include trusted third parties who assist us in operating our website, conducting our business, or providing service to our customers, so long as those parties agree to keep this information confidential. We may also release your information when we believe release is appropriate to comply with the law, enforce our site policies, or protect the rights, property, or safety of ourselves or others. Non-personally identifiable visitor information may be provided to other parties for marketing, advertising, or other uses.

Third-party Links

Occasionally, we may include links to third-party sites on our website. These sites have separate and independent privacy policies and we therefore hold no responsibility or liability for the content and activity of these linked sites.

Online Privacy Policy

This online privacy policy applies only to information collected through our website and not to information provided offline. By using our site, you consent to our website's privacy policy. We reserve the right to make changes to this policy at any time, in which instance such changes will be reflected on this page. It is the responsibility of the site visitor to review the current privacy policy on the date of site engagement.