Helix Coffee strives to provide excellent service and makes its best effort to meet the timing commitments detailed in this policy. Please thoroughly review this so that you know what to expect regarding receipt of your order with us.
We ship to all 50 United States. We are able to ship some items to APO/military addresses but weight restrictions may apply and orders must be placed over the phone and not online. We currently do not ship outside of the United States.
Order Cancellation and Changes
Once a tracking code has been generated, we will not cancel or make changes to your order.
We reserve the right to use a different shipping carrier (using a comparable service) than what was selected at checkout. Orders will be shipped using our preferred provider and we are unable to accommodate shipping orders on a customer's personal shipping account.
Free or bonus items included with purchase may be substituted with other items of similar value as necessary and will be shipped using the lowest cost means available.
We will post tracking numbers to your order at the time of shipment or as soon as they are available. Any package over $100 will have a signature requirement, and for security purposes we will not remove that requirement for any reason.
Packages will be delivered to the address confirmed on your order. For security, 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.
If you elect to refuse the delivery of the items you ordered from Helix Coffee or return items without requesting an RMA (Return Merchandise Authorization), a 20% restocking fee plus original shipping charges will be deducted from your refund.
Free Shipping Terms - Delivery within 5 - 9 Business Days
Free shipping is available on orders over $99 that ship from a single warehouse to any address in the contiguous United States. Free shipping does not apply to orders shipping to Alaska, Hawaii, APO/military addresses or on any international orders. We will use the lowest cost means for free shipping. Free shipping delivery dates are best estimates provided by the shipping carrier and are not guaranteed. You may select from faster shipping methods during checkout. Orders placed with free shipping are processed between 24 - 48 hours after order placement.
Paid Shipping Terms
Virginia: Orders placed with expedited ground service selected (USPS, Fed Ex Ground, Fed Ex Home Delivery) before 2PM Eastern Time that are fulfilled from our Virginia warehouse will ship same business day; those placed on Saturday or Sunday will ship next business day. Orders placed with Fed Ex Overnight, 2 Day Air, or 3 Day Express selected before 1PM Eastern Time that are fulfilled from our Virginia warehouse will ship same business day; those placed on Saturday or Sunday will ship next business day. Paid shipping methods are guaranteed up to the amount of any paid shipping. In the event the shipping date is not met, a refund on the shipping charge may be requested by contacting Customer Support.
The customer is responsible for all freight charges on commercial machine shipments.
Timing of Your Shipment
You are responsible for choosing the appropriate shipping method in determining the timing of your delivery. To confirm estimated shipping time, enter your ZIP code into the cart before checkout. For guaranteed delivery by a specific date, you may need to choose an expedited shipping method. If you have any questions about the timing of your shipment, please contact us prior to placing your order. Some products are shipped directly from the manufacturer in order to save time and/or distance.In general, shipping carrier estimates are best effort and not guaranteed. We have provided links to our carriers' policies below for your convenience:
Please Note: FedEx Home Delivery business days are Tuesday through Saturday.
Damaged, Missing, Defective or Malfunctioning New Merchandise Policy
Please report damaged, missing, defective or malfunctioning merchandise immediately and no later than 5 business days of delivery.
Items are carefully packaged to protect against damage during shipping. Please carefully 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.
Damages In Transit: Common Carrier (i.e. UPS, FedEx, USPS, DHL) – To increase customer satisfaction, we take great care in inspecting EVERY piece of equipment that is shipped from our facility. You will notice that we do open boxes to inspect the equipment as well as add packaging material for an extra safe shipping journey to every customer. Therefore, we ask that you do not be alarmed if you see that we opened the box and re-sealed it. All non-palletized orders/shipments are properly boxed and insured for delivery by common carrier to your address. Please inspect your package when you receive it from UPS or USPS. All claims for damages and shortages must be made within 5 business days of receipt of merchandise as the first five days of reporting proves to have the highest percentage of damage claims to be paid by the carriers.
Box Damage – If you notice any apparent damages to the outer carton (i.e. gashes in the box, box severely crushed, internal packaging leaking peanuts or creased corners), please alert the driver/carrier and make a damage notation with your signature.
Concealed Damages (UPS, FedEx, and USPS only) – If you notice any concealed damages from shipping, please call us within 5 business days of receipt.
Packaging – Make sure that you keep all packaging (boxes, shipping labels, peanuts, etc…) as the respective UPS. FedEx, or USPS inspector will need to inspect the package. Failure to keep and return all packaging will null and void all applicable return, exchange, and refund privileges.
If your equipment order has arrived with visible damage, please do NOT use the merchandise. Once used, the carrier, as well as you, will deem the shipment as “accepted and acceptable” or “used”, and the carrier will not issue a claim number nor pay for any damages. If there is no visible damage to an espresso machine, please check the operation of the machine with water only to inspect for internal damages which would show water leakage. In the case of water leakage, please call us within 5 business days and please unplug equipment. If there is no physical damage to a coffee grinder, please turn it on without coffee to inspect for any strange noises. We can not issue a replacement, exchange or refund unless a claim number is issued. Your use of purchased item(s) damaged in transit or failure to keep all packaging for the carrier’s inspection will null and void our, if applicable, return, exchange, and refund privileges.
Please use our contact page to notify that your machine, grinder, or shipment was damaged, we will gladly ship a replacement of the same item only when a claim number is issued by UPS, FedEx, or USPS AND after the damaged unit has been returned to us in the original carton shipped. Replacements or refunds will not be issued if the damaged order is shipped back in a carton different than what we shipped to a customer as UPS, FedEx, and USPS will only investigate claims that have the original shipping carton included.
In cases where damage has occurred to parts that can be replaced (including, but not limited to removable water reservoir, bean hopper, dump box), Helix Coffee reserves the right to send only those replacement parts that were damaged in transit. If customer is not satisfied with merchandise or resolution provided by Helix Coffee, refuses an exchange or replacement part determined by Helix Coffee, and/or requests a refund, customer is responsible for restocking fees and shipping costs “to” and “from” customer’s location (this includes deducting shipping costs from purchases that included shipping or had free shipping).
Please note that domestic claim numbers for USPS can take up to 6 months and for UPS/FedEx can take up to 15 days. Our damage policy does not apply for customers or their agents who re-ship our packages within or outside the United States or transport it the purchase to a different location.Missing Merchandise
Please note that we often ship orders in multiple packages. However, if items are missing from your order, please report it to us immediately so we can track packages and replace the shipment if necessary.
Defective or Malfunctioning New Merchandise
If any item is not working properly or if a consumable item was received expired, please contact us immediately so that we can send a replacement.
Commercial TermsApplies to all line items that state “Commercial Terms.”
Promotional Gift Cards
- Sale price is for ‘equipment only’, unless otherwise indicated separately, on invoice, not advertisement(s). Installation (including electrical or plumbing costs), training costs, and/or onsite labor warranty is the responsibility of customer or customer’s installer unless otherwise indicated separately on the invoice, not advertisement(s). All manufacturer’s defects are covered under applicable warranty by manufacturer or manufacturer’s agent.
Returns: Semi-Commercial or Commercial Equipment for Household or Commercial Use – Some items in our household categories may be considered semi-commercial or commercial equipment. This semi-commercial and commercial category includes all commercial grade grinders; all direct water connect capable espresso machines and coffee brewers; panini grills; beverage dispensers; commercial grade ice cream makers; commercial coffee brewers; granita and cold cream machines; and, all items labelled in the description as commercial, semi-commercial and/or prosumer. These items are classified on our website with commercial terms and the following sections override general and standard terms. Requests for returns of commercial equipment are limited to the first five business days of delivery date. After 5 business days of delivery receipt, commercial equipment purchases are considered as-is final sale, non-returnable, and non-refundable purchases. Commercial item(s) are required to be returned in NEW, UN-used, and UN-open original packaging with all accessories as received within five calendar days of customer’s receipt. The customer would be responsible for actual shipping costs both ways and via the same shipping company as utilized for shipping to customer. Restocking fees from a minimum of 20% (to cover order processing and return processing costs) and up to 50% (to cover any costs associated to refurbish the return to certified resale condition) may apply at the sole discretion of Helix Coffee. If the cost to refurbish exceeds 50% of the purchase price of the item, a refund will be denied and the customer will be responsible for return shipping costs or disposal costs. All credits will be charged any shipping and handling fees after the restocking fees have been charged.
Return and/or Exchange Process – A full refund less any restocking, refurbishment, shipping and/or handling fees will be issued upon satisfactory return as noted:
Return Authorization Number Required Prior to Return – All eligible returns require a return authorization number issued by a representative of Helix Coffee via our contact page. In the e-mail, please state the item(s) to be returned, the reason for your return, and your invoice/order 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 pdf form which will provide general return instructions. The RMA# expires at 30 calendar days after your receipt of the merchandise. Once an eligible return is received by us, it can take up to 30 days to process your credit. If making an exchange, please notify us before returning as exchanges are expedited.
Return Packing – A copy of your return authorization pdf form must be enclosed with the return, and the return authorization number must be visible and a part of the outer box’s shipping label ONLY. You can use the specified cutout of the return authorization pdf form as a shipping label. This label is NOT a prepaid UPS nor USPS label. Do not make any markings on the returned item’s packaging. Only use clear tape to seal manufacturer’s boxes. Use only white masking or blue painter’s tape to secure any items that may move around to cause damage during transport. 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. As we are here to help, please ask for assistance, if needed.
Return Date Limitation – The return must be received at Helix Coffee within 30 calendar days of the 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, or complete denial of, your credit.
Shipping Recommendations – The customer’s return MUST be shipped the same exact way the customer received it. If the customer received their order on a pallet, the customer must return ship the order via pallet. If the customer receives their order on a pallet and the customer returns their order with UPS/FedEx/USPS package trucks, all insurance claims will be denied. Please use a trackable carrier and fully insured for the purchase price as Helix Coffee cannot 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 or is $0 on the invoice/order). Please keep a copy of the carrier receipt and/or tracking number for your protection and follow-up with the carrier you selected.
Requirements – Make sure you keep all original packaging for the return. The returned item(s) and packaging must be “clean” and “free of water” before shipping. To cover our costs for acquiring from overseas suppliers, there will be “up to” a 30% restocking charge based on our costs, at Helix Coffee’s discretion, if all packaging and parts are not returned “clean of water” and in “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 exactly like the one we shipped to you. Lack of an outer shipping carton will automatically result in a 30% restocking fee deducted from the credit. If you need assistance packing the unit, please ask as we are here to help you! Any damages in the return that result from improper packing or not securing loose items as when shipped to you will be assessed at full retail replacement value and deducted from any available credit, up to and including the full amount.
Your account will be credited within 30 days from the time Helix Coffee receives your return. If there is a serial number on your sales invoice, it must match the serial number on the return. Equipment with serial numbers not matching the invoice will not be accepted as an authorized return nor will the purchase be refunded. The serial number sticker cannot be tampered with or removed in any way. Any evidence of tampering will automatically null and void all return and refund privileges.
Damage In Transit (Pallet Shipments) – We take great care in inspecting every piece of equipment that is shipped from our facility. You will notice that we do open boxes to inspect the equipment as well as add packaging material for an extra safe shipping journey to every customer.
In addition, Helix Coffee must be notified in writing of the damages within 5 business days of customer’s receipt of order. Please also send pictures so we can determine the severity of the damage.
PALLET SHIPMENTS – Concealed Damages on Deliveries Via LTL Freight Trucks (I.e. Roadway, Con-Way, Yellow, R&L, Old Dominion, etc): Whenever a freight truck company delivers your order, please open the carton(s) and inspect your shipment prior to signing the delivery receipt (Bill of Lading). The driver can not leave until you have signed the delivery receipt. Once the Bill of Lading is signed, you have indicated to the trucking company and Helix Coffee that the merchandise was delivered in good order. There is no recourse for damage recovery once the delivery receipt (Bill of Lading) was signed for by you or one of your agents. Palletized truckload shipments, driver documents must be noted of damages before signing. Helix Coffee requires the customer to inspect shipment prior to signing. Failure to note the Bill of Landing will forfeit your right to an insurance claim and for repair or replacement of parts or equipment.
If a promotional gift card is issued, provided as a free item with purchase or otherwise at no cost, the gift card will expire 90 days from the date it was issued.