Shipping & Order Processing

• Orders ship Monday–Friday from our warehouse in Latham, NY

• Processing time: 1–3 business days

• Orders ship via USPS or UPS

• Free shipping on orders $50+ within the contiguous United States (some exclusions apply)

• Carrier selection is determined based on cost and delivery speed

Signature Requirement

• Orders over $250 require a signature upon delivery

• This policy helps prevent theft of high-value equipment

• Signature requirements may only be waived before shipment with a signed waiver form

Tracking & Delivery

• Tracking numbers are emailed within 24 business hours after shipment

• Tracking updates may take up to 24 hours to appear

• Packages may first travel to regional carrier hubs before final delivery

Address Changes & Order Adjustments

• USPS shipments: Address changes cannot be made after shipment

• UPS shipments: Address or delivery date changes may be requested for $25.90

• UPS packages may be redirected to a UPS Customer Center for pickup at no charge

• Orders cannot be canceled or modified after shipment

Undeliverable or Refused Packages

• Customers are responsible for all return shipping fees

• Incorrect or incomplete addresses that cause delivery failure may result in additional shipping charges

• Reshipping requires payment of new shipping costs, even if the original order qualified for free shipping

Shipping Delays

• We are not responsible for carrier delays due to:

  • Weather

  • Natural disasters

  • Carrier errors

  • Strikes or other disruptions

Damage During Shipping

• Inspect packages immediately upon delivery

• If packaging appears damaged, ask the driver to note it

• Report any damaged, missing, or defective items within 5 days

• Do not discard packaging materials until the issue is resolved

Missing or Stolen Packages

• If a package is marked delivered but cannot be located:

  • Check with neighbors or household members

  • Contact USPS or UPS directly to open an investigation

• Once marked delivered, we cannot retrieve or track the package

Return Shipping & RMAs

• Returns require a valid RMA number

• Returns without an RMA will be refused and sent back

• Products must be properly packaged and insured for full value

Warranty Shipping

• Within the first 30 days, return shipping for warranty service is covered

• After 30 days, customer is responsible for shipping costs

• Warranty returns are typically shipped via UPS Ground

Free Shipping Exclusions

Free shipping may not apply to:

• Certain brands and vendors

• Commercial equipment

• Green coffee beans

• K-cups

• Other items noted on product pages

Return Authorization (RMA)

• All returns must have a valid Return Merchandise Authorization (RMA) issued by our technical support team.

• The RMA number must be clearly written on all sides of every package.

• Packages without a valid RMA will be refused and returned to the sender.

Returns Within 30 Days

• Returns are accepted within 30 days of the order date for standard merchandise only.

• To start a return, email Support@PrimeBrrwSupply.com to request an RMA.

• The RMA agreement must be signed and returned before shipping the item back.

If a machine or grinder develops an issue within the first 30 days:

• We will cover shipping both directions

• The product will be repaired and returned

• The warranty does not provide a brand-new replacement unit

If you choose to return the product instead of using warranty service:

• You will be responsible for shipping costs both ways

Standard Merchandise Definition

Standard merchandise includes:

• Home espresso machines

• Home coffee grinders

Items not eligible for return include:

• Commercial espresso equipment

• Clearance items

• Accessories

• Electrical parts

• Coffee brewers

• Coffee or other food products

Food products cannot be returned under any circumstances.

If you are unsure about parts or accessory compatibility, contact our technical support team before purchasing.

Open Box Products

• Open box products follow the same return rules as standard merchandise

• Return window is 15 days from the order date, unless otherwise specified

Cancellations, Refunds & Credits

• Orders canceled after payment is processed are subject to a 5% cancellation/restocking fee

• Price adjustments or offer matches also incur a 5% fee

• Promotions cannot be applied retroactively

Refund timing:

• Refunds are processed after the returned item is received

• Processing time: 5–7 business days

Returns for Parts & Accessories

You may choose one of the following options:

1. Refund to original payment method

   • Subject to a 20% restocking fee

2. Store credit for the full product value

   • Issued as a gift card within 7 days

Shipping Costs for Returns

• Shipping costs are non-refundable

• Customers are responsible for return shipping costs for buyer’s remorse returns

• This applies to parts, accessories, machines, and grinders

Pre-Orders

• Payment for pre-order items is captured within 1–2 days of purchase

• This secures your item and locks in the order

• If a pre-order is canceled after payment is captured, a 5% cancellation fee applies

Refunds for Standard Merchandise

For eligible returns within 30 days:

• Refunds will be issued minus the original shipping cost

• Refunds are processed after the item is received

• Processing time: up to 10 business days

Bundle Purchases

Bundles are orders containing multiple products sold together at a discounted price.

If all items in the bundle are returned:

• The refund is processed as a standard merchandise return

If only part of the bundle is returned:

• The refund will be reduced by the MAP price of the retained items

• Original shipping costs will also be deducted

Incorrect Items

If you receive an incorrect item:

• We will send the correct item at no charge

• A prepaid return label will be provided for the incorrect item

The incorrect item must be returned within 14 days.

If the item is not returned within that timeframe:

• The full price of the item will be charged

Warranty Overview

• Warranty is void if equipment intended for home use is used commercially without proper certifications (UL, NSF, UTL, ETL).

• Warranty coverage begins on the purchase date for in-stock items or the delivery date for pre-orders.

Warranty Provider

Chris’ Coffee provides warranty support for most brands sold on our website, with a few exceptions where the manufacturer handles warranty service directly.

Lelit Machines

• First year warranty: Provided directly by Lelit

• Customers must submit service requests through Lelit’s support portal

• After the first year (for multi-year warranties), Chris’ Coffee handles warranty coverage

La Marzocco Linea Mini

• Includes a 2-year parts and labor warranty

• Warranty service is handled exclusively by La Marzocco

• Warranty is valid only for residential use

Support contact:
solutions.usa@lamarzocco.com
206-706-9104 (ext. 101)

Additional Manufacturer Warranty Exceptions

Some brands provide their own warranty service, including but not limited to:

• Baratza

• Breville

• Bunn

• Wilbur Curtis

• Nuova Simonelli

• Acaia

For clarification on warranty coverage, contact Support@primebrewsupply.com.

What the Warranty Covers

For products covered by Chris’ Coffee:

• Parts and labor for standard merchandise

• Shipping both directions during the first 30 days after the order date

If a machine or grinder has an issue within the first 30 days:

• We will repair the original unit under warranty

• If the customer requests a replacement instead of repair, they must cover all shipping costs both ways

What Is Not Covered

The warranty does not cover the following:

Shipping & Service

• Shipping costs after the first 30 days

• Freight costs for sending equipment to our service center

• On-site residential service

Maintenance & Wear

• Scale buildup or damage caused by improper water quality

• Preventable grinder clogs

• Normal wear items such as:

  • O-rings

  • Group gaskets

  • Shower screens

  • Vacuum breakers

Improper Use

• Failure to follow manufacturer instructions

• Use of equipment in commercial environments when designed for home use

• Use with extension cords, power strips, adapters, or surge protectors

• Improper assembly or storage

• Using equipment outside its intended electrical region (e.g., 110V machine in a 220V environment)

Unauthorized Modifications or Repairs

• Modifications altering the manufacturer’s design

• Repairs performed by any service provider other than Chris’ Coffee

External Damage

• Damage during shipping or handling

• Use of non-manufacturer parts or accessories

• Water quality damage due to inadequate treatment

• Freeze damage caused by improper draining before shipment

Environmental or External Factors

Warranty does not cover damage caused by events such as:

• Lightning

• Floods

• Power outages or surges

• Fire

• Other natural disasters

Cosmetic Variations

• Minor cosmetic differences or imperfections resulting from handcrafted manufacturing

Commercial Use Requirements

If equipment is used in a commercial setting:

• A proper water treatment system must be installed

• Failure to meet water quality requirements will void the warranty

Replacement Policy

Warranty service does not guarantee a replacement machine.

If a machine requires repair:

• The unit will be serviced under warranty

• A new machine will not automatically be provided