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 shipping cost and a restocking fee, if applicable. To make a return, fill out this short form. To read our complete return policy, please visit our Returns & Exchanges section.
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).
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.
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 and let us know. To remove any items after an order has been placed please contact us as soon as possible to ensure we can adjust the order before it is shipped out. Once the order has left our facility it cannot be changed.
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. There may be an additional charge to ship large or heavy items to a PO Box. We will contact you if this is the case.
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).
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 section. All information obtained at Clive Coffee is for our internal use only. Your private information will never be sold, loaned, or given to anyone.
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 [email protected] to request a credit.
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. Clive Coffee does not pay shipping for returned items.
To make a return simply fill out our short return form. You may also contact us via email or by phone for more information.
For small items, we can 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. The cost of the shipping label will be deducted from your refund. Unfortunately we cannot provide return shipping labels for espresso machines, grinders and coffee brewers. 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.
Once we receive your return package it will be inspected and a refund will be issued to your card less the return shipping cost if we provided a return shipping label, and less the restocking fee (if applicable). 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.
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 [email protected] or 800.520.2890.
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.
Returns are accepted up to 30 days from the date the order was shipped. You must contact us first at [email protected] 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.
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.
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.
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:
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.
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
Currently we do not offer international shipping.
Shipping charges for orders to Alaska, Hawaii and PO Boxes may be charged higher rates for heavy or large items, and we will require you to pay for damage insurance for some espresso machines shipments. 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.
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.
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.
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, the customer is responsible for shipping items to Clive Coffee, and we will pay the shipping costs back to the customer (full shipping insurance for the value of the machine will be available for an additional fee).
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.
Extended one year warranty has the same coverage as the one year warranty just extending the warranty for an additional year.
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.
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.
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.
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: Unfortunately we cannot replace or refund broken items if they were shipped internationally. Items shipped outside the US are done so at the buyer's risk. Please also note that there is no warranty on any items shipped internationally.
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). Alternatively you may proceed without creating a account.
Once you have completed and reviewed all your info click the Place Order button. Once you have clicked "Place Order" do not click anything else or refresh the page until you see the order confirmation screen.
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.
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.
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.
"Do I have to send my machine back to Italy for repair?"
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 we 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.
Many repairs can be taken care of with a screwdriver after a brief chat over the phone.
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.
We currently only service espresso machines from Lucca, Izzo, La Marzocco, La Spaziale, Quick Mill, Rancilio, and Rocket. We service Mazzer and Macap grinders.
For all questions regarding warranty and service for the following brands please use the following contact details to contact them directly:
Breville: Phone 1-866-273-8455 or visit http://brevilleusasupport.com
Baratza: Phone 425-641-1245 or email [email protected]
Technivorm: Phone 855-662-2200 or email [email protected]
Bonavita: Phone 1-855-664-1252 or visit http://bonavitaworld.com/contact-us
For service on your machine, email [email protected] 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 any machines brought to Clive Coffee for repair (except for warranty items).
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.
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.
Any of the information we collect from you may be used in one of the following ways:
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.
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.
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.
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.
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.