1st-line Equipment, LLC
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Terms & Conditions of Sale

1st-line Equipment, LLC is committed to providing you excellent service and helping you find the products that best suits your needs. Included below are our complete terms and conditions of sale which govern procedures, responsibilities, shipping damage, exchanges, cancellations, returns and warranties. If you need clarification on the following terms and conditions of sale, please contact us.

General Terms

Applies to all purchases.
Please select your items carefully as we are unable to add to or modify your order. All orders are subject to a cancellation fee. All damages, defects, and missing items must be reported within five business days of delivery receipt. Sorry, shipments cannot be redirected. Signature at delivery is required for all major metro areas (including those under $100) and for all purchases over $100 everywhere. All items, including those tested by the manufacturer, are sold as-is described in the line item/order and are new, unless otherwise explicitly indicated. All limitations and procedures are outlined and explained below.

Minimum Purchase for all Payment Methods - We thank you for understanding that there are costs associated to processing your order. There is a $10.00 minimum purchase at 1st-line Equipment which enables us to cover our cost to serve you.

Repair Services - Repairs performed by 1st-line Equipment, LLC have a 30 day parts (except electrical parts which have a 5 day warranty) and 30 days 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 aforementioned customer's claim will only be limited to
  1. ad copy only on 1st-line Equipment's internet pages and print advertisements,
  2. will not include phone/email conversations with or by sales staff, and
  3. will not include claims or advertisements made by manufacturers or competitive companies' advertisements, literature, or verbal claims.
1st-line Equipment makes every effort to provide accurate detailed information. Customer understands that detailed specifications of products are subject to change without notice and may slightly differ (cosmetic, internals) when the product delivers, but the general purpose of the product remains the same. Customer will not hold 1st-line Equipment liable to changes in product features made by the manufacturer.

For all claims made for shipments that a common carrier did not require a signature, the customer is responsible for providing and filing a local police report to 1st-line Equipment and the carrier prior to re-shipment of an order or refund, both of which are subject to the tariff and procedures of the carrier, which can include a wait time of up to 10 business days.

All Special Ordered Items
- An order for special ordered item(s) (item(s) not advertised on our website at the time of sale or items noted as special order) may be charged, determined by 1st-line, up to a 50% cancellation fee (if not shipped) or a 50% restocking fee (if shipped) plus all shipping and handling fees. Refusal of delivery of special ordered items will subject the order to a credit less a 50% restocking fee and then less all freight charges and fees (to and from shipping location). These fees are still imposed including situations of delivery delays out of the control of 1st-line Equipment, LLC.

Shipping and Handling Fees - Shipping fees (including shipping costs to provide "free shipping" or "shipping included in the purchase price" of the merchandise) to and from your location are the responsibility of the customer, and handling fees are considered as non-refundable and non-reimbursable, and are deducted from the overall credit after any restocking fees. Handling fees are our costs to internally process an order. Refusal of a delivery or purchases returned due to a carrier unable to make a delivery will subject the customer's credit to a reduction of the restocking fees and shipping fees to and from customer's location. In cases where free shipping is provided for orders over a specified dollar amount (i.e. $49), and part of the order is returned that will bring the total order value under the specified dollar amount, then the credit amount will be reduce by shipping and handling fee for which shipping would have been paid on the order.

Shipping - Orders shipped on pallets are to a customer's curbside only, do not include delivery on personal property, and do not include inside delivery. Orders shipped via UPS and FedEx include delivery to the customer's external door. Orders shipped via USPS are to a customer's mailbox or door, depending upon package size.

Returns Without a Return Authorization Number or Product Warranty / Registration Card - All eligible returns "without a return authorization number" or "without a product warranty/registration card" may be declined any credit and/or will be subject to a non-refundable restocking fee up to 20% of the purchase price plus the deduction of the non-refundable shipping and handling fees. The issuance of a return authorization number is not a guarantee of refund. Acceptance of a return without a return authorization number is not a guarantee of a refund, and a refund can be denied.

Returns After 30 Days of Customer Delivery Receipt - Eligible returns and refunds will not be processed for returns that arrive at our return center after 30 days of customer delivery receipt.

Cancellations - Our cancellation policy applies for all orders, including those that have delivery delays. Any order that has not been processed, nor shipped, is subject to a cancellation fee of 5.5%. This charge is to cover non-refundable credit card fees we must pay and general order processing fees. A request to cancel an order that has shipped is handled as a return and is processed within 30 days of return receipt at the 1st-line facility or the manufacturer. All items classified as 'Special Order' are subject up to a 50% cancellation fee. These fees are still imposed including situations of delivery delays out of the control of 1st-line Equipment, LLC.

Discounted Package Deals, Customized Orders, Build-To-Order Packages, and Free Gift with Purchase Orders - Any eligible return item that is part of an order which included any discounts from a discounted package deal, customized order, build-to-order package, or a free gift with purchase may have those discounts reversed on the credit. For example, if a package deal includes free cleaner in a package with a $100 discounted grinder and an espresso machine, and only the espresso machine is returned, the credit will have the $100 discount and the sales price of the free cleaner deducted. In other words, the discount and sales price of the items kept will be deducted.

Discounts and Coupons - All discounts and coupons as applied on any order are applied to all eligible returns and refunds.

Sales Tax - All purchases shipped ONLY to a New Jersey address or picked up at our retail location are subject to New Jersey Sales and Use Tax of 7%. Tax exempt organizations are required to present a completed ST-3 or ST-5 form and proceed with a phone purchase only as our online system does not recognize exempt organizations. There is no sales tax collected for shipments outside of NJ. Customers are reminded to comply and assume responsibility to pay any sales and/or use taxes to their state of residency. All taxes and brokerage fees related to the importation of goods into a country outside the USA are the responsibility of the customer.

Products
  • Grinders: Coffee grinders, including those built into super-automatic espresso machines, are intended to grind unflavored whole coffee beans only. The use of any grinder (unless specifically stated in our product detail pages) for flavored coffee beans, other food products, or regrinding the grinds will render the coffee grinder (if applicable, espresso machine with built in grinder) as a non-refundable, non-returnable final sale. If a grinder product is returned with evidence of flavored coffee or other food products, the customer assumes responsibility of all costs to receive back the grinder. Otherwise, in 30 days, the grinder will be considered abandoned.
  • Colors: Our Graphics Department makes every effort to portray the color of an item as accurately as possible on our site. However, the color of an item may appear differently according to the settings on your monitor. Unfortunately we cannot guarantee the accuracy of the color displayed on your monitor.
  • Images: We strive to provide the most accurate images of our products as possible. However, despite our best efforts, some product images prove difficult or impossible to obtain. In these cases, we will use the closest representative image we can find for the product. These representative, illustrative images may show optional accessories or features, or may be an image of a similar product.
  • Dishwasher / Machine Wash: All products are NOT microwave or dishwasher safe unless otherwise noted.
  • We recommend that you carefully read the product description and other related product literature such as Specification Sheets, MSDS Sheets, etc., before placing your order. If you have any questions or concerns about a product even after reading the description and product literature, please contact us.


Standard Terms

Applies to all line items that do NOT state "Commercial Terms" or "Parts Terms."
Limitations - Eligible merchandise, within the entire scope of the Standard Terms and Condition of Sale, can be returned for refund less any shipping and handling fees within 30 days of customer's receipt of delivery. If you are dissatisfied for any reason regarding your purchase, we will gladly accept "LIKE-NEW home/household classified equipment" and "unused accessory returns" within 30 calendar days of customer delivery receipt. All returns are subject to first a general restocking fee of 5.5% which is to cover our credit card order processing costs, reward points, and processing costs for the return and second to the shipping and handling fees.

Consumables - Due to quality control, food safety issues, and NJ law, we are unable to accept returns nor provide any refunds nor exchanges on any consumable items such as green or roasted coffee, pods, granita mixes, toppings, syrups and/or sauces. Even if these items are still sealed, we cannot assume they are tamper-free once they have shipped from our facility. There will be no replacements/exchanges accepted unless for an item that is damaged in transit (damage policy applies) or except for items that 1st-line Equipment shipped in error. Consumables offered in starter kits or free with a purchase cannot be returned and will be charged for at the prevailing price at time of sale.

Other - Used accessories, all cleaning agents, water softeners, any modified or customized equipment (i.e. PID installed, pluming adaption, etc), replacement parts, coffee roasters, cups, books, Compact Discs (CD's), DVDs, instructional manuals or videos, diagnostic services, and stovetop moka pots are non-returnable and are non-refundable purchases.

'LIKE NEW' Condition?
- We're reasonable and 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 to us, please make sure that it will arrive to us in 'Like New' condition, which we define as the following:
  1. All Original Components Intact - You must return every original component of the equipment, such as the original packaging, original internal parts, drip tray, portafilter, brew head (if removable), filter screens, filter baskets, user manuals, tampers, CD's, scoops, etc. Loose items must be secured to avoid movement in shipping for which the movement can cause damage while in transport back to us.
  2. Serial Numbers - Serial numbers must match, and the serial number sticker can not be tampered with or removed in any way. Any evidence of tampering will automatically null and void all return and refund privileges.
  3. No Scratches, Dents or Stains - The machine and all components must be free of any surface marring.
  4. Thoroughly Cleaned - The machine, all parts and components must be absolutely clean and free of any coffee grounds, water and/or milk residues.
Equipment that is not received in this condition will be assessed for damage and may be subject to any applicable refurbishment fees credit. Any equipment returns that can not be refurbished due to significant damage assessed solely by 1st-line Equipment will void all return and refund privileges.

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.
  1. 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.
  2. Concealed Damages (UPS, FedEx, and USPS only) - If you notice any concealed damages from shipping, please call us within 5 business days of receipt.
  3. 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. If there is 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 or replacement part 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), 1st-line 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 1st-line Equipment, refuses an exchange or replacement part determined by 1st-line Equipment, 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 outside the United States.

Return and/or Exchange Process - A full refund less any restocking fee, refurbishment, shipping and/or handling fees will be issued upon satisfactory return as noted:
  1. Return Authorization Number Required Prior to Return - All eligible returns require a return authorization number issued by a representative of 1st-line Equipment, LLC 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.
  2. 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.
  3. Return Date Limitation - The return must be received at 1st-line Equipment, LLC 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, or complete denial of, your credit.
  4. Shipping Recommendations - It is recommended that your return be shipped via UPS, FedEx, USPS or other trackable carrier and fully insured for the purchase price as 1st-line Equipment, LLC can 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/order). Please keep a copy of the carrier receipt and/or tracking number for your protection and follow-up with the carrier you selected.
  5. 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. Too cover our costs for acquiring from overseas suppliers, there will be "up to" a 30% restocking charge based on our costs, at 1st-line Equipment's discretion, if all packaging and parts are not returned "clean of water and coffee" and in "very good and original" condition (including, but bot 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 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 1st-line Equipment, LLC 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.

Defective Equipment and General Warranty
- 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 1st-line's locations. Please use our contact page to determine if the problem is operator error or an actual problem.

This policy only covers orders and shipments within the boundaries of the contiguous United States. This policy does not cover international orders, APO/FPO shipments, shipments made within the contiguous United States and brought/shipped outside the United States by the customer or one of his/her agents, or shipments made outside the contiguous United States. Shipments damaged in transit are not covered by this policy. This policy does not cover any labor costs assumed by the customer, unless explicitly ordered under the written direction of a 1st-line Equipment Business Partner who will make a judgement of the facts on a case by case basis.

Household or home classified equipment which arrive defective or become defective due to manufacturer's defect within 5 calendar days of the invoice date will either be replaced or a replacement part will be shipped UPS Ground or USPS by either 1st-line Equipment, LLC or the manufacturer at the sole discretion of 1st-line Equipment, LLC or the manufacturer.

Customer is responsible for all shipping charges if the replacement remedy presented by 1st-line Equipment, LLC or the manufacturer is not desired by the customer. If an item is returned and not found to be defective, all charges and fees, subject to this agreement, will be deducted from the credit owed to the customer. The determination of the defect can only be determined by 1st-line Equipment, LLC with or without support of the manufacturer. The determination of the replacement depends upon the extent and magnitude of the defect. In some cases, we may ask you to change an internal part. 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. Items under our commercial terms and conditions of sale are not covered by this policy and are covered by the respective manufacturer's warranty or installer. Adjustments are not considered defects. Temperature and/or adjustments (i.e. foot height, pump pressure, etc) on espresso machines are not considered defects when within the respectable range set forth by the manufacturer or 1st-line Equipment, LLC.

Any applicable warranty coverage is only in effect for merchandise that is utilized within the boundaries of the continguous United States. Warranty coverage does NOT include any of the following: on-site service, in home visits, or travel costs. Customers outside the contiguous United States requesting warranty coverage are responsible for all shipping costs to and from the customer's location for the entire warranty period and for shipping costs of any part(s) replacement.

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.
  1. 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.
  2. Concealed Damages (UPS, FedEx, and USPS only) - If you notice any concealed damages from shipping, please call us within 5 business days of receipt.
  3. 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. If there is 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 or replacement part 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), 1st-line 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 1st-line Equipment, refuses an exchange or replacement part determined by 1st-line Equipment, 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 outside the United States.


Commercial Terms

Applies to all line items that state "Commercial Terms."
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 grinders, all direct water connect capable espresso machines and coffee brewers, panini grills, beverage dispensers, commercial grade ice cream makers, commercial coffee brewers, and granita machines. These items are usually classified on our website with commercial 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. Customer would be responsible for actual shipping costs both ways and via 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 1st-line Equipment. 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.

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 responsibility of customer or customer's installer, unless otherwise indicated separately on invoice, not advertisement(s). All manufacturer's defects are covered under applicable warranty by manufacturer or manufacturer's agent.

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:
  1. Return Authorization Number Required Prior to Return - All eligible returns require a return authorization number issued by a representative of 1st-line Equipment, LLC 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.
  2. 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.
  3. Return Date Limitation - The return must be received at 1st-line Equipment, LLC 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, or complete denial of, your credit.
  4. Shipping Recommendations - The customer's return MUST be shipped the same exact way the customer received it.
    IF THE CUSTOMER RECEIVED IT ON A PALLET, THE CUSTOMER MUST SHIP IT BACK ON A PALLET.
    IF THE CUSTOMER RECEIVES AN ITEM ON A PALLET, THE CUSTOMER RETURNS IT WITH UPS/FEDEX/USPS PACKAGE TRUCKS, THERE IS A 100% CHANCE OF THE RETURN GETTING DAMAGED AND ANY INSURANCE CLAIM WILL BE DENIED BY THESE CARRIERS.
    Please use a trackable carrier and fully insured for the purchase price as 1st-line Equipment, LLC can 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 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.
  5. 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. Too cover our costs for acquiring from overseas suppliers, there will be "up to" a 30% restocking charge based on our costs, at 1st-line Equipment's discretion, if all packaging and parts are not returned "clean of water" and in "very good and original" condition (including, but bot 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 availble credit, up to and including the full amount.
Your account will be credited within 30 days from the time 1st-line Equipment, LLC 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 can not 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.
IMPORTANT! PALLET SHIPMENTS - Concealed Damages on Deliveries Via LTL Freight Trucks (I.e. Roadway, Con-Way, Yellow, R&L, 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 1st-line Equipment, LLC 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.
ON PALLETIZED TRUCKLOAD SHIPMENTS, DRIVER DOCUMENTS MUST BE NOTED OF DAMAGES BEFORE SIGNING. INSPECT SHIPMENT BEFORE SIGNING! THIS IS YOUR ONLY PROOF OF DAMAGE AND FAILURE TO NOTE THE BILL OF LADING WILL FORFEIT YOUR AND OUR RIGHT FOR AN INSURANCE CLAIM AND FOR REPAIR OR REPLACEMENT OF PARTS OR EQUIPMENT. It is not good enough to tell the driver, and he/she will rush you as the driver does not care.
In addition, 1st-line Equipment, LLC 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 severity of damage.

Damage 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.
  1. 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.
  2. Concealed Damages (UPS, FedEx, and USPS only) - If you notice any concealed damages from shipping, please call us within 5 business days of receipt.
  3. 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. If there is 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 or replacement part 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), 1st-line 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 1st-line Equipment, refuses an exchange or replacement part determined by 1st-line Equipment, 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 outside the United States.

Defective Equipment and General Warranty - Damages and defects are limited to replacement or repair within first five days after receipt/delivery of equipment at sole discretion of 1st-line Equipment. After five (5) days, warranty coverage limited to manufacturer's defect becomes effective. Other causes of defects (limescale from water, electrical surges, improper use, 'Acts of God", etc) solely determined by 1st-line Equipment. LLC are not covered under warranty.

Item(s) Purchased Without Labor Warranty - After first five days after receipt and where no labor warranty is specified in the order, customer is responsible for labor costs for on-site repair or for all shipping costs and insurance to ship unit back and forth for warranty repair. Repair Authorization Numbers are required for any returns for repair. Customer's should contact our customer service department via our please use our contact page for requests for local repair companies. Please note that we do not guarantee the work performed by third party companies.

Item(s) Purchased With Labor Warranty - After first five days after receipt and where a labor warranty is included in the order, customer is responsible for all shipping costs and insurance to ship unit back and forth for warranty repair. Repair Authorization Numbers are required for any returns for repair.

Parts Warranty - Unless otherwise stated differently in the line item of an order, parts generally have a one year parts warranty limited to manufacturer's defect. Please see the manufacturer's warranty for complete details.


Parts Terms

Applies to all line items that state "Parts Terms."
Although we make our best effort to describe parts, please keep in mind that customers should not assume a part will fit their machine and understand that some makes and models have different versions with different parts. If a customer is unsure of which part to order, please use our contact page with your make and model of machine for assistance. Although we can not guarantee that a part will fit because we do not have the machine in front of us, we will make our best effort to assist you via email.

DUE TO THE NATURE AND COMPLEXITY OF EQUIPMENT AND NOMENCLATURE USED TO DESCRIBE PARTS, THERE IS NO PERSON AVAILABLE AT 1ST-LINE CAPABLE AND KNOWLEDGEABLE ABOUT THE 50,000+ DIFFERENT PARTS FOR ALL ESPRESSO MACHINES AND GRINDERS. BASED ON THIS, 1ST-LINE PERSONNEL ARE NOT ABLE TO OFFER ANY PARTS ASSISTANCE VIA PHONE.

The purpose of the email request is to allow us time to research the part and to create a paper trail in case any mistakes, during clarification, are made. We have learned over the years that the email process works very well and it increases customer satisfaction due to less mistakes being made.

We are sorry that we do not offer parts for Jura and Capresso, Gaggia, Francis Francis, and Illy. In some cases, we offer only select parts for equipment manufacturers, like Saeco and Olympia, and we do not have access to additional parts.

Terms and conditions of sale for all line items that state "Parts Terms" in the line item(s) of the order are considered only part of our Parts Terms and Conditions of Sale and include the following:
  1. Parts are non-returnable and non-refundable unless damaged in transit, and damage(s) with pictures of box and part(s) must be reported to 1st-line within the first five business days of delivery receipt for which an exchange will be made. Damages made by customer or customer's authorized/hired repair person from improper handling or improper installation are the responsibility of the customer, and
  2. Technical support in any form and/or instructions in any form are not included in the purchase price, and
  3. Warranty or guarantee is not provided by 1st-line Equipment nor the manufacturers, and
  4. Customer agrees to waive all rights, where applicable by law, for all claims for 'not as described', 'defective merchandise', "not fit for intended use', 'no longer fit for intended use', and 'incorrect merchandise received.'
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1st-line Equipment, LLC - 265 Willow Brook Rd, Unit 6, Freehold, NJ 07728, USA
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*For in 1st-line warehouse items only. Monday thru Friday. Add 1-2 days for drop ship orders. Applies only to UPS. USPS may ship next day. Holidays excluded. Advertised prices subject to change without notice. Reward points for online orders only. Non-refundable free shipping only within the 48 Contiguous United States.
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