Shipping policy
We fulfill orders Monday through Friday from our warehouse in Latham, NY. Orders shipping from our warehouse in Latham, NY may take anywhere from 1-3 business days to be fully processed and shipped out. We use USPS or UPS as our preferred carriers. $50 and over will get you free shipping (some exceptions apply, see “Free Shipping” section below for further details) within the contiguous US and we reserve the right to select which carrier to use based on cost and speed in which the package will arrive at the final destination.
Anything over $250 will require a signature for delivery. This is done to prevent package theft of valuable equipment. See “Signature Required” section below for more information on this policy.
Once an order has shipped, a tracking number will be emailed to you within 24 business hours. Please note that USPS and UPS tracking does not automatically update when picked up and your tracking information may take an additional day to begin displaying movement. USPS and UPS ship all packages to centralized hubs across the country where they are then sent to their final destination, if your tracking information shows the order initially being sent to one of these hubs, that is completely normal and your order is still on its way.
If an order is shipped out via USPS, no adjustments can be made to the delivery address once the order has left the building.
If an order is shipped out via UPS, you can request a delivery address change or a delivery date change as long as the package is still en route for an additional cost of $25.90. UPS packages can also be re-routed to the closest UPS Customer Care center to the original provided address for pick-up at no additional cost. Any adjustment request once a UPS order has been shipped will delay delivery to the new address for several additional days.
If you have selected In-Store Pick Up as your ‘shipping' option, please wait until you receive an email notification that your order is ready for pick up before arriving! Pick up hours are Monday - Friday between 8:30am & 4:00pm.
If In-Store Pick Up is selected and the billing address provided is outside of our service area, the order will automatically be canceled.
With any package that is refused by the customer, the customer is responsible for any fees associated with that package being returned to Chris’ Coffee. This also includes if USPS or UPS deem the address to be undeliverable due to incomplete or incorrect address information. If the customer then wishes the package to be re-sent, the customer will be required to pay the new shipping charge, regardless if the order initially qualified for free shipping.
For any questions or concerns please email support@chriscoffee.com
Please Note: Chris' Coffee will not be responsible for any delivery delays due to unforeseen circumstances outside our reasonable control such as delays due to severe weather, natural disasters, USPS/UPS sorting mistakes, strikes, etc.
Damage During Shipping
The party shipping the damaged product is solely responsible for contacting the parcel carrier and opening a Freight Damage Claim on the shipment. If the party shipping the damaged product refuses to place a claim with the parcel’s carrier, a $50 claim processing fee will be assessed on top of all other fees identified in the Returns & Exchanges Policy.
If Chris' Coffee Service (CCS) is the shipper and your shipment contains concealed damage (damage to the product directly, not the outer packaging), it is the responsibility of the receiver to notify a CCS representative immediately. If a damage claim is able to be processed via CCS and the carrier - the receiver will be issued a pickup by the carrier as communicated by CCS. Once the first scan has been made in the tracking process and the carrier confirms receipt a replacement will be sent within two business days.
Delivery Policy
All merchandise received should be carefully inspected by the receiver upon delivery. If any possible damage exists on the packaging please request that the driver document either on their handheld device (UPS & FedEx) or on the bill of lading (common carrier i.e XPO Logistics, A Duie Pyle, etc.). Send photographic proof and send immediately to Chris’ Coffee Service so an investigation can be initiated. Notify Chris’ Coffee Service if damaged, defective, malfunctioning, or missing product(s) within 5-days of delivery. DO NOT DISCARD ANY PACKING MATERIALS OR PAPERWORK CONTAINED WITHIN. Refuse any shipment that does not meet your quality standards.
If your order has been marked as delivered but you are unable to physically locate it, USPS and UPS both request that you first check with family and neighbors to make sure they did not receive the package on your behalf. If, after checking, you are still not able to locate the package, you will need to reach out directly to USPS or UPS and request a lost package investigation via the links below:
https://www.usps.com/help/missing-mail.htm
https://www.ups.com/us/en/support/file-a-claim.page
Once an order has been marked as delivered by USPS or UPS, Chris’ Coffee does not have any direct ability to locate missing or stolen packages.
My Return was Refused
Any product(s) that lack a valid, missing, or a non-legible RMA will be refused and returned to the sender. Once the product(s) have arrived at the original destination please request a valid RMA.
Packing Your Products
If the original packaging has been discarded for your product(s) intended for return, have a qualified carrier such as UPS, FedEx, etc pack your product(s). Avoid using newspaper, brown cardboard paper, flexible inserts, and any other packing materials that are weakened by moisture. Only include product(s), accessories, and parts that are directly related to the issue you would like inspected by our technicians. Avoid including all items that could come dislodged and could cause damage during transit. i.e drip trays, portafilters, etc. Once your product(s) have been adequately packed, insure the items for their full replacement cost.
Shipping My Repair Or Return
In Warranty:
It is the full responsibility of the sender to properly package and protect the product(s) being returned. Once an RMA has been completed, a call tag will be issued from Chris’ Coffee Service to the sender (within the first 30 days). Any damage incurred by the parcel service will be reported to the shipper (Chris’ Coffee Service) where an investigation will be opened. A Chris’ Coffee Service representative will contact you within 5 business days with an update on your shipment. Products without a valid Return Merchandise Authorization (RMA) provided by our technical support team clearly indicated in permanent marker on all sides and all parcels of the shipment will be refused upon receipt and returned to the sender.
Out of Warranty:
It is the full responsibility of the shipper to properly package and protect the product(s). Any damage incurred by the parcel service will be reported to the shipper along with an estimate of repair. Products without a valid Return Merchandise Authorization (RMA) provided by our technical support team clearly indicated in permanent marker on all sides and all parcels of the shipment will be refused upon receipt and returned to the sender.
Shipping Timeframes
Free Shipping
Orders over $50, unless otherwise noted, are available for free shipping. Exclusions apply. Vendors & products excluded from Free Shipping: Wilbur Curtis, Bloomfield, Fetco, Bunn, Green Mountain, Barista Prima, Bigelow, Cafe Escapes, Celestial Seasonings, Coffee People, Copper Moon, Diedrich, Donut House, Eight O'Clock, Gloria Jean, Martinson, Newman's Own and Starbucks & all commercial equipment.
Merchandise eligible for our free shipping method within the contiguous United States ships within 3-days or less of the date of your order. The mode of shipping is subject to Chris’ Coffee Service’s judgment and no order’s shipping method will be upgraded to an expedited method. Terms are subject to change at any time.
K-Cups do not qualify for free shipping.
Expedited Shipping
Orders with expedited shipping requested by the purchaser is processed same day, Monday through Friday, before 12pm EST. Any order that has been placed after 12pm EST or outside of regular business days, as defined as Monday through Friday unless a national holiday is in effect. If orders are delayed as a direct result of an act of god i.e. snow, flood, fire, etc., no refund will be issued under any circumstances. These delays are clearly listed on the carrier’s websites.
When calculating shipping times bear in mind that Saturday, Sunday, or any Holiday is not calculated as a day. i.e., your order is placed on Thursday you will not receive your 2nd Day shipping until Monday.
Shipping to a P.O. Box
Orders under 70 lbs. are eligible for USPS and can be shipped to a PO box. Exceptions include but are not limited to: espresso machines, coffee grinders, etc. UPS and FedEx will not ship to a PO box.
Signature Required
For all orders over $250 a signature is required. This is a non-negotiable requirement meant to protect the purchaser from theft and unnecessary damage to your product(s). A full waiver of liability is required to be signed if the waived signature requirement will be removed, ultimately it is the discretion of the driver. If the driver deems it unsafe to leave an item with no signature required he may not make final delivery. Contact UPS for more information.
If you’d like to waive the signature requirement for an order, please email the completed form below to support@chriscoffee.com prior to your order being placed. Please note that once an order has shipped, UPS cannot waive any signature requirement while the order is en route.
Suggested Carriers
All machines should be returned utilizing the same shipping method that Chris’ Coffee Service used. If any other shipping method or shipper is used to return items - damage can ensue and Chris’ Coffee Service reserves the right to refuse the parcel and return to the sender.
Chris’ Coffee Service strongly discourages using USPS to ship a machine or grinder. If damage is incurred during shipping, a damage claim is nearly impossible to file. If USPS is used in the return shipping of any product(s) without Chris’ Coffee Service’s explicit instruction, Chris’ Coffee Service reserves the right to refuse the parcel and return to the sender.
Tracking Information
All tracking information is provided via email and within your account page. Tracking information is occasionally not provided by the carrier. Circumstances in which this is true: special shipping requests by the purchaser and the order was manually processed using USPS. Products that are shipped via a common carrier (by logistics company i.e. Old Dominion, A Duie Pyle, etc.), tracking will not be provided within your account. A Chris’ Coffee Service representative will contact you when the shipment has been arranged and palletized. A tracking number called a “pro number”, the carrier’s name and phone number, and photos of the package will be provided for tracking purposes. Make note of the photos, do not discard, these will ensure you know how the package should be received. Should the packaging appear to have any signs of “possible” internal damage: show the driver your reference photos, as sent by your Chris’ Coffee Representative, express your concerns about the “possible” damage, and ask the driver if you can physically inspect the product(s) received prior to signing. Have the driver notate any damage to the exterior of the parcel(s) and contact Chris' Coffee Service with any additional concerns.
Common Carrier Tracking
Warranty Service Shipping
During the first 30-days of your product(s) warranty, Chris’ Coffee Service is responsible for the cost of freight and shipping to our facility as well as the return to the origin location. After speaking with the Service Department to verify servicing is required, a UPS prepaid return label or UPS call tag will be issued to ship the machine back to our facility. During return shipping to the origin location the shipment will be arranged under standard UPS Ground. Additional charges for expedited shipping at the request of the warranty holder is the sole responsibility of the requester, i.e. 100% of the cost of shipping as arranged by the requester. The customer is responsible for any fees associated with refused packages upon return shipping of the serviced machine.
UPS 2024 Rates and Services
During the past few years we have all experienced change as our businesses and communities navigate through this challenging time. We remain committed to making a difference investing in the strength of our global network of employees to positively impact your business.
We continue to advance our technology to improve the customer experience and enhance our network so you can keep your commitments to your customers, reliably. To help you plan ahead, below is a summary of the changes to our shipping rates.
