Cancellation Policy

All Purchases Other Than Special Ordered Items & Commercial Equipment
All purchases other than special ordered items & commercial equipment can be cancelled without cancellation fees when the order has NOT been shipped. If the order has been shipped, we will credit your account less a 25% restocking fee and less all shipping charges (to and from Shipping Location). 

All Special Ordered Items & All Commercial Equipment
Please note that most commercial equipment must be prepped prior to shipment. All cancelled orders for special ordered items (items not advertised on our web site at the time of sale) and commercial equipment may be charged up to a 25% non-refundable cancellation fee. Special ordered items & commercial equipment orders that have shipped can not be cancelled. Refusal of delivery of special ordered items and/or commercial equipment delivery will subject the order to a store credit less all freight charges (to and from shipping location) and up to a 50% restocking fee. 

Limited 30 Day Money Back Guarantee

No refund for merchandise that is returned after 30 days of customer's receipt of delivery. Effective June 1, 2011, the issuance of a return merchandise authorization NOR a signed return in our designated facility is NOT a guarantee of a refund as each return is individually inspected to meet our return requirements.

If you are dissatisfied for any reason regarding your purchase, we will gladly accept any "household equipment" and "unused accessory returns" within 30 calendar days of delivery receipt. Please read limitations below. All household equipment sold is new, unless otherwise indicated.

A full refund less any shipping charges will be issued upon satisfactory return as noted:

Return Procedure - Return Authorization Number - All returns require a return authorization number issued by a representative of Fama Sales Corporation via e-mail request only to sales@famasalescoffee.com. In the e-mail, please state the item to be returned, the reason for your return, and your invoice number. Return authorization numbers will not be issued via our toll-free order line. A representative will reply via e-mail with a return authorization form to be completed, signed, and returned within 5 business days. Upon receipt of the return authorization form

A copy of your invoice must be enclosed with the return and the return authorization number must be visible on the outer box's label ONLY addressed to Fama Sales Corporation. Do not make any markings on the returned item's packaging as a fee will be assessed to acquire new packaging. The return must be received at Fama sales Corporation, within 30 calendar days of your receipt of your shipment. Please make sure your returned equipment is free of water as damaged equipment due to freezing will be assessed repair charges against your credit. It is the customer's responsibility to make sure there are no loose parts as damage from those loose parts will be charged against the credit. Please ask for assistance if needed.

Return Procedure - Shipping Recommendations - It is recommended that your return be shipped via Federal Express or other trackable carrier and fully insured for the purchase price as Fama Sales Corporation will not be responsible and will not accept liability for return shipments lost in transit, damages in transit, or improper packaging. Credit will not be issued for returns lost in transit and returns or part of returns, including free merchandise, damaged in transit. "Free" items returned damaged would be deducted from the credit at the current selling price of the item (even if the charge is not listed on the invoice). Please keep a copy of the carrier receipt and/or tracking number for your protection and follow-up with the carrier you selected.

Return Procedure - Requirements - Make sure you keep all original packaging for the return. The returned item(s) and packaging must be "clean" and "free of water and coffee" before shipping. There will be a 20% restocking charge if all packaging and parts are not returned "clean of water and coffee" and in "good and original" condition (including, but not limited to instruction booklets, original boxing, accessories, videos, included free starter kits, and parts). Your return must also be packaged with an outer carton similar to the one when shipped to you. Lack of an outer shipping carton will automatically result in a 20% restocking fee deducted from the credit. If you need assistance packing the unit, please ask! Any damages in the return that result from improper packing or not securing loose items as when shipped to you will be assessed restocing fees at full retail replacement value and deducted 

Limitations to Money back Guarantee

Semi-commercial or commercial equipment for household or commercial use - Returns will not be accepted on semi-commercial or commercial equipment. Some items in our household category may be considered semi-commercial or commercial equipment. This category includes all grinders at a sales price of over $320, all direct water connect espresso machines and coffee brewers,  beverage dispensers, commercial grade ice cream makers, commercial coffee brewers, and granita machines. If you have questions, please inquire prior to ordering.

Effective June 1, 2011 - all equipment that has a cup counter (ie cups made on superautomatic espresso machines or doser counters on espresso grinders) exceeding 50 units will not be elegible for return nor refund, and custoemr agrees to shipping charges to return merchandise back to customer.

Consumables - (Including, but not limited to roasted coffees, green beans, pods, syrups, granita mixes, etc) There will be no returns accepted unless damaged in transit. Consumables offered in starter kits or free with a purchase cannot be returned and will be charged for at the selling price.

Accessories, replacement parts, coffee roasters, cups Compact Discs (CDs), DVDs, Instructional manuls, and stovetop moka pots - These items are not returnable and non-refundable. Parts prices do NOT include technical support/instructions.

Special ordered items - All special ordered items are not returnable. Special ordered items are those that are not listed on our on-line web site at the time of your purchase.

Shipping costs - Shipping costs (including shipping costs to provide "free shipping" or "shipping included in the purchase price" of the merchandise) to and from your location are non-refundable and are deducted from the credit.

Returns without a return authorization number or without a product warranty/registration card - All returns "without a return authorization number" or "without a product warranty/registration card" may be refused and/or will be subject to a non-refundable restocking fee up to 20% of the purchase price in addition to the non-refundable shipping costs.

Returns after 30 days of delivery receipt - Returns will not be accepted after 30 days of customer delivery receipt. No refund for merchandise that is returned after 30 days of customer's receipt of delivery.

Package deals - In cases where a coffee grinder or base or other free item is offered for less than the regular selling price with a purchase of another item, the grinder and/or base or other free item must be returned under our limited 30 day money back guarantee. If the grinder or base or other free item is not returned, the full listed resale price will be deducted and/or adjusted from the credit to be issued for the returned espresso machine.

Repair Services - Repairs performed by Fama Sales Corporation have a 30 day parts (except electrical parts which have no warranty) and labor warranty limited specifically to parts replaced. The warranty does not cover misuse, abuse, negligence, power surges, "Acts of God", shipping damage, or other items that were not in scope of the repairs invoiced. There are no returns or refunds for repair services.

Customer Claims - All claims by customer for 'not as described', 'defective merchandise', "not fit for intended use', 'no longer fit for intended use', and 'incorrect merchandise received' must be made in writing within five business days of receipt of merchandise. A lack of a claim for 'not as described', 'defective merchandise', "not fit for intended use', 'no longer fit for intended use', and 'incorrect merchandise received' will suffice as customer's approval that the merchandise is 'as described', is not defective, is fit for intended use' and is the correct merchandise received. Any customer's claim for 'not as described' will only be limited to ad copy (internet pages, print advertisements) and will not include phone nor email conversations or any claims made with or by sales staff.

Payment Methods

We gladly accept Visa, Mastercard, Discover, American Express, USPS postal money orders, bank teller's checks, Paypal, and bank wire transfers. Sorry, we do not accept any other forms of payment methods.

Payment Processing Times
Credit card transactions (Visa, Mastercard, Discover, American Express) occur on the day of the shipment from one of our warehouses or ont he day we send a drop ship order to the manufacturer when a particular item is out of stock in our warehouse.

USPS postal money orders and bank teller's checks have a minimum 1-2 business  day bank clearance wait time. Bank wire transfer confirmation can take up to 7 days. 

Partial Payments
Please note that credit card regulations do not allow us to charge partial amounts of an invoice across 2 or more days. In addition, they do not allow us to pay for one invoice using two different credit cards. In both these cases, we would need to separate out the multiple items of an order into separate invoices and different shipping days.

We can accept partial payments for forms of payment other than credit cards.

Credit Card Requirements
Our merchant bank processor adheres to strict guidelines that only offer approvals of credit card transactions whereby the shipping address can be verified with a customer's credit card bank. This means that if you are shipping to an address other than your bill-to address, you will need to register the ship-to address with your credit card company. This is to protect you from identity theft and have the order shipped to another location.

Credits
Credits for returned merchandise under our return policy occur in the same method as the payment for the customer's order (less any wire transfer fees for bank wire transfers).

Per all credit card regulations, we can ONLY refund the credit card we charged for the transaction.

Please note that in some cases, customers will request that we credit the initial credit card we charged and that we charge another credit card for the same amount. Please note that we can not perform this transaction due to credit card rules regulations. 

Shipping FedEx

Fama sales Corporation has built its business on service. One of the factors for service is that we ship 98% of in stock merchandise same or next business day. To do this, we utilize systems from +6FedEx that allow us to batch process orders for shipping.

Delivery without Signature
We are sorry to inform you that it is against the regulations of credit card merchant banks to accept any signed waiver of Delivery without a Signature. FedEx may leave a package without signature at their driver's discretion, but they are responsible for the loss. Just to note, if a claim is made by you for a package not received when left by a FedEx driver, they will mark your name and address into their systems to never leave a package without a signature in the future. For very low value orders, Fama Sales Corp. may not require a signature upon delivery. For all other others and for all equipment orders, signature will be required as required by your credit card bank. Yes, it is a requirement of the credit card banks to prove a signature was captured during delivery. This is a way to also reduce fraud.

Address Verification of Ship-to Addresses not on file with your credit card company
We are unable to ship to an address that is not verifiable by your credit card's issuing bank. This means if you want your order shipped to a different location than your billing address, you MUST call your bank and add that different ship-to address as a secondary shipping address. 

This is a fraud prevention to protect you and Fama. First, for new customers it protects Fama because it deters thieves from utilizing stolen credit cards to purchase high end equipment. Fama eats the the cost of goods on orders with stolen credit card information. Second, it protects you because if your computer is hacked or gets a virus, worm, or trojan which steals and reveals your Fama online account and password, this will prevent us from shipping the goods ordered from your online account with us to a different address. Even though credit card information is encrypted, if you you lose or reveal your online account information, this allows the thief to order items using your account. 

Some banks may give you a difficult time to add a secondary address. At this point, you should ask for a supervisor as this is a requirement set by VISA, Mastercard, Amex, and Discover.

If you fail to add a different ship to address prior to ordering, we will email you to notify you that we are unable to process the order. To avoid confusion and delays, please set complete this before placing your order.

Shipping Times
We are located in NY. Shipping times are NOT guaranteed unless expedited shipping is selected and paid for. Shipping delivery time may vary. Within the continental USA, please allow 1 to 7 days for delivery after payment is received. Pick-up day does not count as a day in transit. 

Shipping Information
Domestic (United States) and Canadian orders are accepted, processed, and shipped via FedEx Ground, Federal Express, at the sole discretion of Fama Sales Corporation. All orders are shipped insured with the carrier. Fama Sales Corporation will not be responsible for extra shipping charges sometimes imposed by trucking or LTL freight companies included, but not limited to inside delivery and lift gate services. Fama sales Corporation, its staff, or representatives do not guarantee shipment and/or delivery dates. Fama Sales Corporation does not refund shipping charges for paid expedited shipping services (i.e. Next Day Air) not delivered on time unless refunded by the specified carrier. We do not ship to APO's/FPO's.

"Fedex Ground Shipping Included", "Free Shipping" & "Delivery Included" Offers
Offers for "Fedx  GROUND SHIPPING INCLUDED" or"FREE SHIPPING" or "DELIVERY INCLUDED" in the purchase price of the merchandise are restricted to delivery only within the boundaries of the 48 continental United States at the sole discretion of 1st-line Equipment, LLC . Shipping cost is additional to Hawaii, Puerto Rico, Alaska, and Canada. Shipping costs in offers with ""FREE SHIPPING" or "SHIPPING INCLUDED" or "DELIVERY INCLUDED" are non-refundable and will be deducted from from any credits when merchandise is returned under our limited return policy.

Shipment of Incorrect Merchandise
All shipments out of all of Fama Sales warehouses are quality control checked by the order picker and order packer. In the event that an incorrect item was shipped or entered in a phone order, Fama Sales Corporation will issue a call tag pick up as long as the item has not been opened and has not been used. In the event that the incorrect item was used by the customer, the customer is responsible for the shipping charges (both ways) of the item within the guidelines of the return policy. If the customer decides to keep the incorrect item (used or not used), an adjustment to the charge will be assessed upon satisfactory verification by Fama Sales Corporation.

Warranty and Defective Equipment 

This policy only covers orders and shipments within the boundaries of the continental United States. This policy does not cover domestic shipments to Alaska, Hawaii, or Puerto Rico; international shipments; APO/FPO shipments; shipments made within the continental United States and brought/shipped outside the United States by the customer or one of his/her agents; or shipments made outside the continental United States. Shipments damaged in transit are not covered by this policy. 

To increase your customer satisfaction, most household and commercial equipment is tested either in the country of manufacture, the importer's location, and/or at one of Fama Sales locations. Please call us toll-free (800) 682-0425 or e-mail us at sales@famasalescoffee.com to determine if the problem is operator error or an actual problem.

Household equipment (exclusion items listed below) which arrive defective or become defective due to manufacturer's defect within 5 calendar days (effective for purchases made after May 1, 2005 or 30 day limitation for purchases May, 2005 or prior) of the invoice date will either be replaced or a replacement part will be shipped Fedex Ground by either Fama Sales, or the manufacturer at the sole discretion of Fama Sales Corporation or the manufacturer. After the 5 calendar day limitation, customer agrees to be responsible for all shipping charges to the manufacturer's warranty center and agrees to have all defects covered under warranty. 

Customer is responsible for all shipping charges if the replacement remedy presented by Fama Sales Corporation or the manufacturer is not desired by the customer. If an item is returned and not found to be defective, all shipping charges to and from the customer's ship to address will be deducted from the credit owed to the customer. The determination of the defect can only be determined by Fama Sales Corporation with or without support of the manufacturer. The determination of the replacement depends upon the extent and magnitude of the defect. All defects on household equipment occurring after 5 calendar days of the invoice date will be covered under the respective warranty of the manufacturer or representative thereof. 

This policy does not cover defects caused by user error or negligence, including, but not limited to not reading the owner's manual or instructions included with the purchased item. Home coffee roasters, semi-commercial equipment, and commercial equipment are not covered by this policy. Home coffee roasters, semi-commercial equipment, and commercial equipment are covered by the respective manufacturer's warranty or installer. Adjustments are not considered defects. Temperature and/or adjustments on espresso machines are not considered defects when within the respectable range set forth by the manufacturer or Fama Sales Corporation.

Warranty coverage is only in effect for merchandise that is utilized within the boundaries of the continental United States. Customers outside the continental United States requesting warranty coverage are responsible for all shipping costs to and from the customer's location to the manufacturer's respective warranty center for the entire warranty period.

Exclusions to Extended limited warranty applicable to specific products on our web site.

Exclusions to Extended limited warranty applicable to those specific products as noted with an extended warranty. The following exclusions apply to the product during extended warranty period:

• Customers online order/invoice which does not state " Limited 24 month warranty" for the appropriate line item on the original distributor invoice, 
• Expendable items and items whose damage occurs as a result of failure to follow instructions that come with the product, 
• Problems related to water damage, poor water quality, and scaling, 
• Products for which the applicable serial number has been removed or altered, 
• Any product that has been damaged or rendered defective as a result of accident, abuse, misuse, lack of reasonable and necessary maintenance/cleaning, neglect, faulty installation, mishandling, damage during shipment, line power surge or any external causes, 
• Operation of product outside the parameters stated in the user documentation that shipped with product, 
• Usage of parts not manufactured by original manufacturer, 
• Modification or service by anyone other than our authorized distributor or an authorized warranty provider, 
•  Any acts of God, such as lightening, flood, or fire, 
•  The cost of installations or routine maintenance items, such as gaskets, o-rings, grinding burrs, and other normal wear and tear items, 
•  Usage of product in a commercial environment, 
•  Extended warranty period is not transferable, 
•  Shipping costs to ship product back and forth to authorized warranty center provided, 
•  On-site labor or labor at a facility other than Fama Sales Corporation, and/or
•  Expedited shipping cost of parts to customer for self-repair