frequently asked questions

 

Below is a list of our most frequently asked questions.  We have broken this down into two parts - business and domestic.  

 

FAQs - BUSINESS

HOW LONG WILL IT TAKE TO GET A COFFEE MACHINE SETUP IN OUR WORKPLACE?

Usually this process can take up to two weeks, however this can be a lot quicker if there is easy access to a water connection, drainage connection and ample space for the coffee machine to be installed.  

It is best to call or email us to organise a site visit so we can ensure the process is smooth and headache free.  

 

WE NEED HELP CHOOSING OUR COFFEE MACHINE, COFFEE BEANS AND THE TYPE OF SERVICE WE WANT?

Our dedicated team are here to help.  Book an appointment with us so we can help you pick the best coffee machine, coffee beans and service that we can offer, to help match your budget and needs.  

 

WHAT DO WE DO IF OUR MACHINE BREAKS DOWN OR WE NEED A SERVICE?

Get in touch with us! We strive to ensure that your machine is working non-stop this is why we operate 24/7! Call or email us and we will send a technician out there within 24 hours from being notified.  Our average call out time is 1 hours and 2 minutes!

 

DO YOU OFFER SERVICE OUTSIDE OF STANDARD BUSINESS HOURS? 

Our service team operates 24/7! The only days we shut are on Good Friday and Christmas Day.  Any day outside of that, we can offer maintenance and services to all of our customers.  

 

HOW MUCH DO YOU CHARGE FOR DELIVERY?

This will depend on the items that we are sending.  Unfortunately, we have to pass on the delivery costs to our customers due to our low margins.  This helps keep your costs low.  We will inform you of the delivery cost before we send the item.  We use a wide range of couriers and will usually pick the cheapest option for your benefit.  

 

FAQs - DOMESTIC

HOW LONG FOR MY MACHINE TO ARRIVE?

 This depends on the item that we are sending and your location.  Our warehouse ships items Monday to Friday, so usually machines are delivered to your doorstep within 5 working days from order.  

 

I NEED HELP SETTING UP/INSTALLING MY COFFEE MACHINE?

Our team is here to help! All of our domestic range comes pre-installed, meaning you just need to plug it into power and turn the coffee machine on.  However for any product enquiries or further assistance with installations, please give us a call or email and we will be happy to help.  

 

I'VE ORDERED THE WRONG PRODUCT, WHAT CAN I DO?

This happens! Give us a call so we can fix it up for you :)

 

WHAT DO I DO IF MY COFFEE MACHINE ISN'T WORKING?

Give our customer service team a call so we can either help you over the phone or send out one of our technicians to fix or replace your coffee machine.  

 

GENERAL SHIPPING INFORMATION:

Our warehouse processes and ships out all orders Mondays - Fridays (excluding major holidays). After placing your order, your package should be shipped out within 1~2 business days after your order is placed, and you will receive an email with the tracking number soon after. E-Packet is our primary carrier for U.S customers and for customers in countries/regions such as Canada, Europe, UK, Australia, New Zealand etc. Depending on where you live, packages are delivered within 5~25 days from the date of shipment.

 

WILL MY ORDER COME IN ONE PACKAGE?

Depending on the size of your order you may receive separate packages that may possibly arrive 1~2 business days apart.

 

OUT OF STOCK/BACKORDERED ITEMS:

In the event that any of your items are out of stock, we will send you an email to let you know when we expect to have the items shipped out by. If the items are not expected to be restocked within 2 weeks, we will just automatically refund you for those items.

 

ADDRESS CHANGES:

Our warehouse staff are super quick, so if you notice an error please email us ASAP with your name and order number so we can try to catch your package before it departs. There's no guarantee we can change it, especially once it leaves our warehouse, but we'll do everything we can!

 

DO YOU SHIP INTERNATIONALLY?

Yes we ship internationally and to almost all countries. You will receive your shipment 5-25 days after the order is shipped. All orders are shipped out within 1 or 2 days.

 

I RECEIVED A DAMAGED ITEM, WHAT DO I DO?

We apologize that your shipment didn't arrive in perfect condition! Please contact us with your name and order number for further assistance.

 

HOW CAN I TRACK MY ORDER?

Simply go to the Track My Order link on the Home Page or in the Main Menu and input your tracking number to see where your package is. If you need further assistance, we are always willing to help you.

 

WHY ISN'T MY TRACKING NUMBER WORKING?

Often, tracking numbers will only function on domestic orders, as foreign postal systems will not update the location of the package in our carriers' systems. International shipping usually takes between 2-4 weeks, so you can estimate that it will take about that long from the time your package ships until you'll receive it. If your order is domestic and the tracking number doesn't work, please let us know so we can make sure that your items were properly shipped.

 

THE TRACKING NUMBER SAYS DELIVERED, BUT I HAVEN'T RECEIVED MY ORDER?

Give our customer service team a call or email us so we can get in touch with our couriers to fix it.  We use registered couriers such as; Auspost, TNT/Fedex, Startrack, Couriers Please etc.  

 

WHAT DO I DO IF SOMETHING IS MISSING IN MY ORDER OR IS DAMAGED?

If any of your purchased items are missing or are damaged please contact us immediately to resolve the issue. We have a Money Back Guarantee which lasts 30 days prior to the delivery of your order so make sure to contact us within that time frame. To get a hold of us to assist you please either use the Contact Us tab or email us at info@officecoffeesolution.com.au

Do you still have a question? Send us an email via info@officecoffeesolution.com.au and we'll get back to you within 24 hours guaranteed.