How do I reach Customer Service?
What are Customer Service Hours?
Hours: Monday – Friday, 8am – 6pm (cst) | Saturday, 9am – 4 pm(cst) | Sunday, Closed
Holiday Hours: Closed major Holidays
Do you have a Showroom?
Yes and it is located at:
8218 Exchange Way
St. Louis, MO 63144
Where do you ship to?
We ship to the contiguous United States. We currently do not ship outside of the United States.
Is shipping included?
No. Shipping is billed at cost. We reserve the right to use a different shipping carrier (using a comparable service) than what was selected at checkout.
How do I cancel/change an order?
Once a tracking number has been generated, we will not cancel or make changes to your order.
How do I receive tracking Information for my shipment?
We will provide a tracking number to your order at the time of shipment or as soon as they are available. Any package over $750 will have a signature requirement. For security purposes, we will not remove that requirement for any reason. Packages will be delivered to the address confirmed on your order. Additionally, address changes cannot be made after the order is placed. We are unable to change shipping addresses, redirect, or place a hold on a shipped package.
What if there is a Refused Delivery?
If you elect to refuse the delivery of the items you ordered from The Bean Doctor or return items without requesting a RMA (Return Merchandise Authorization), a 20% restocking fee plus original shipping charges will be deducted from your refund.
How can I pay for my order?
We accept major credit cards including VISA and MasterCard for your convenience.
The prices displayed on the Site are quoted in U.S. dollars
Sales tax of 9.113% will be charged to items shipped to the state of Missouri. No sales tax for shipments delivered outside of Missouri.
Click to view our current in-stock options.
What is the return Policy?
Provided below are our policies regarding shipping damage, exchanges & returns, and warranties. If you have any questions on these policies, please don’t hesitate to call us toll-free at 866-890-6847
Delivery Policy (Within 5 Days of Delivery)
Please report damaged, missing, defective or malfunctioning merchandise immediately and no later than 5 business days after delivery.
Items are carefully packaged to protect against damage during shipping. Please thoroughly inspect your package when it arrives for any shipping damage. If an item appears to be damaged, do not attempt to use it and notify us immediately so that we can begin the claims process with the shipping vendor.
What if there is missing merchandise?
Please note that we often ship orders in multiple packages. However, if items are apparently missing from your order, please report it to us immediately so we can track packages and replace the shipment if necessary.
What if I have Defective or Malfunctioning New Merchandise?
If any item is not working properly, please contact us immediately so that we can send a replacement. All replaced items will have a new 5-day return window extended to it, or the remainder of the return window from the original purchase, whichever is longer.
Exchange and Return Policy: Purchases via the Phone or Website
Phone or website purchases are eligible for return within 10 days of the ship date and a 20% restocking fee will be applied.
How to I Request an Exchange or Return?
You must first obtain a Return Merchandise Authorization (RMA) number from us for your exchange or return to be accepted.
1. Contact us via email (Sales@thebeandoctor.com)
2. Let us know why you’d like to return the machine—we’ll help you determine if there is an exchange that will better suit your needs
3. We will send an RMA email to you with detailed instructions on exchanging or returning your merchandise
Please review the merchandise-specific policies below to learn about what we can and cannot take back.
Machines must be received in ‘Like New’ condition. If your equipment arrives in this condition, we will refund your original payment method the full purchase amount less a 20% restocking fee. Equipment that is not received in this condition will be assessed for damage and may be subject to refurbishment fees.
Note: Espresso machines that have been modified or customized (such as a self-installed PID or plumbing adaptation) are not eligible for return. However, PIDs installed at the time of purchase by The Bean Doctot, or those that have been factory installed by the manufacturer, are still eligible for return.
What is 'Like New' Condition?
We understand that a machine used a few times isn’t going to be absolutely perfect. However, it does need to be pretty close for us to sell it as a certified used machine to another customer. When returning a machine, please make sure that it will arrive to us in ‘Like New’ condition, which we define as the following:
- All Original Components Intact: You must return every original component of the machine, such as the original packaging, drip tray, portafilter, brew head (if removable), filter screens, filter baskets, user manuals, tampers, CDs, scoops, etc. Basically, if it came in the box, send it back.
No Scratches, Dents, or Stains: The machine and all components must be free of any surface marring.
- Thoroughly Cleaned: The machine, all parts, and components must be absolutely clean and free of any coffee grounds, water, and/or milk residues.
- If you have any questions regarding how our returns work, please do not hesitate to contact us – we are always happy to discuss this with you!