Shipping policy

Shipping costs

Standard shipping is free on orders of $399 or more. Orders below $399 pay standard shipping rates at checkout.

Free shipping is a real cost that we absorb. If an order that shipped free is returned, the outbound shipping cost we paid is deducted from your refund, as described in our Refund Policy.

Turnaround and tracking

Orders typically ship within 2 business days. Most items ship by UPS Air directly from our distributor in Italy and arrive 3 to 4 business days after shipping. Larger machines, such as the Sanremo YOU and most commercial equipment, are crated and shipped by freight.

Holidays, carrier delays, weather and customs can extend these times. We send your tracking number as soon as the carrier provides it.

Tariffs and import duties

For orders of $399 or more, we cover any tariffs or import duties on the outbound shipment. This includes special-order, preorder and drop-shipped international items. For orders under $399, tariffs and duties are your responsibility.

If you pay a tariff or duty directly on a qualifying order, send proof of payment (carrier invoice or customs receipt) to customersuccess@espressosale.com within 30 days. We will reimburse that amount.

This coverage applies to the outbound shipment only. Customs fees, duties or storage charges on a return shipment are your responsibility.

Shipping protection

Every shipment is covered against loss, damage and theft in transit by our shipping partners and suppliers. There is nothing to add or opt out of, and no extra charge on your order.

Inspect your delivery: what to do

Carrier and supplier claim deadlines are short, so please follow these steps:

1.       Check the box before signing. For freight or signature deliveries, write any visible damage, missing boxes or crate damage on the delivery receipt before you sign. Carriers may call it a bill of lading, delivery receipt or proof of delivery. If in doubt, note the damage anyway.

2.       Keep all packaging and do not use the machine until the claim is resolved. Carriers may need to inspect it, and a claim can be denied without it.

3.       Report it on time:

o        Damage visible on the box at delivery: within 24 hours of delivery.

o        Damage found when unpacking, missing items, or a machine that does not work out of the box: within 3 days of delivery.

Reports made after these deadlines may not be covered, because the carrier's own deadline may have passed. A shipment signed for as received in good condition is very hard to recover through the carrier, even if the damage is found later.

How to report damage, loss or theft

Use the Report an issue form on our site and choose "My order arrived damaged, incomplete or not working", or email customersuccess@espressosale.com. Please include:

•         Your order number, name, email and phone.

•         Photos of the outer box on all sides, the shipping label, the inner packing and the damaged item.

•         A short video showing the damage or the problem.

•         For freight: a copy of the signed delivery receipt showing the damage you noted.

We reply within 1 business day, file the claim with the carrier or supplier for you, and update you at least every 3 business days. If an item is damaged but repairable, we generally repair it or send a replacement part rather than replace the whole unit.

Lost shipments

If tracking shows no movement for several days, contact us. We open a trace with the carrier, and you do not need to send any evidence.