Customer support

FAQs

Shipping questions

Where is my coffee machine sent from?
– From Europe
When will I receive my tracking number / tracking information?
– You need to wait up to 10 business days and we will provide you with a tracking number
Why does the tracking number take so long? Do you not have the coffee machine in stock? Are you a dropshipper?
– No, we do not do dropshipping, we are a specialized store that sells coffee machines. Our delivery service (it is an intermediary between our company and UPS) may not immediately provide a tracking number, so we have to wait for the assignment of international tracking numbers.
Where can I see the tracking number?
– To do this, you must be a registered user, please register by clicking on the Login – Sign up tab. If you made an order as an unregistered user, then a notification with the tracking information will be sent to the mail, which you used when ordering.
How long does the delivery take?
– Up to 21 business days, all products are coming from Europe, on average we try to deliver all our goods within 14 calendar days.
 I'm not from the US, do you ship to my country?
– We can, but to calculate the cost and delivery time please contact us via email: info@flowmar-shop.com, Tel .: +1 (347) 389-1189, Facebook messenger: @flowmarcom, iMessage: info @ flowmar-shop .com

Pricing questions

Do I have to pay taxes?
– No, we do not charge taxes on our goods. Taxes are entirely your responsibility.
I need a copy of my receipt/invoice
– A copy of the invoice was sent to to the email that you  provided when ordering. If you are having difficulties looking for the invoice, let us know and we will resend it to you.

Policy questions

Is it safe to use your website? What is your Privacy Policy?
– You can read our Privacy Policy at our website. This website is protected with SSL (secure socket layer) encryption, the highest standard in Internet security.

Product and Service questions

Where are your coffee machines made?
– It depends on the manufacturer. Delonghi are mainly made in Italy, Bosch and Siemens - in Germany, etc.
What is the voltage of your coffee machines?
– 220 volts, we include a power converter, so the coffee machine will work  properly in the US.
Will your coffee machines work in the US?
– Yes, but with a power converter.
What size the power adapter ?
– Dimensions: 10.25" x 8" x 4.5"
Is the power adapter safe?
– Yes, absolutely, it is CE Certified.
Does the power adapter have a warranty?
– Yes
What is the converter’s power?
– Depending on the coffee machine, we supply 2000w and 3000w power converters
Do you supply power converters for commercial products?
– No, we don't.
I just got a coffee machine and it does not turn on, what should I do?
– Please check if your power converter is set for input voltage of 115 volts, if not then  change it. If it's set at 115 vote then contact us at +1 (347) 389-1189 or email info@flowmar-shop.com
The box formy coffee machine was open. Is it used?
– No, coffee machines pass customs control and can be opened. Your coffee machine will have all the factory decals and films, which means that the machine is brand new. Also the coffee machines with a display have a counter of coffee mugs it made, where you can make sure that this coffee machine has never made any coffee.
I had a warranty case, should I call the manufacturer?
– No, call us and we will authorize your case and send you to our service center, so that you are properly serviced. You can find detailed information about the warranty on the Warranty information page (https://flowmar-shop.com/warranty)

Returns and Refunds

Dear customers, if you are unhappy with your purchase or have any comments or problems, you can return your order. Your order can be subject to restocking fees. On this page you can find a table that will help you understand how to issue a refund, whether the order is refundable, how much you will receive for a refund. If you have any questions, please contact us immediately, we will help you deal with your issues. Most problems can be solved with the help of our support team or technicians.

Please note that items must arrive back to us in the same condition that they were delivered, including the over pack carton, for the applicable refund amount (below) to be issued, the machine must be free from damage of any kind, and be in its original factory box with all original packing materials, warranty cards, manuals, accessories, UPC label intact, and any other included materials.

  • The return period for residential products is 30 days from the date of delivery.
  • The return period for commercial products is 7 days from the date of delivery.

The products’ condition:

  •  New – A brand-new, unused item with all original packaging materials included. Original protective wrapping, if any, is intact. Original manufacturer's warranty, if any, still applies, with warranty details included in the listing comments.
  • Like New – An apparently untouched item in perfect condition. Original protective wrapping may be missing, but the original packaging is intact and pristine. There are absolutely no signs of wear on the item or its packaging. Instructions are included. Item is suitable for presenting as a gift.
  • Used - An item that shows wear from consistent use, but remains in good condition and works perfectly. It may be marked, have identifying markings on it, or show other signs of previous use.
  • Damaged – An item that has lost its properties and can no longer function as intended.
  • Missing parts – An item that's missing some parts/accessories.

Not subject for return:
Replacement parts, and opened filters or chemical cleaners cannot be returned. In addition, dispensing blender systems and water-plummable (direct connect) espresso machines cannot be returned. Items that are damaged, missing parts/accessories, or are otherwise in poor condition are not eligible for return. Any item delivered that is beyond its respective Returns Period will not be eligible for return.

Free shipping
If your order was shipped for free or at a promotional shipping rate, you will incur the actual "to and from" UPS/Freight charges upon returning merchandise. You may contact us for actual shipping rates for your order.

Issues

Issue Solution Refund
Item does not turn on, does not work Read the instructions or contact us, we will help you. Do not attempt to repair or use the item yourself. -
Item does not turn on, does not work Send product to a service company. The cost of service, delivery at the expense of the company
Item does not turn on, does not work Authorize a refund 100%
The item arrived damaged We will partially refund you the cost of the item 10%
The item arrived damaged A part / accessory replacement A part / accessory replacement at the expense of the company
The item arrived damaged Do not attempt to repair or use the product yourself. Contact us and authorize a refund 100%
The item arrived later than the specified delivery time We will partially refund you the cost of the item 10%
The item arrived later than the specified delivery time Contact us and authorize a refund if are no longer interested in the item. 100%
The item was not delivered A full refund 100%
The item arrived without a part / accessory We will partially refund you the cost of the item 10%
The item arrived without a part / accessory Contact us and authorize a refund if are no longer interested in the item. 100%
The item arrived without a part / accessory We will replace the missing part or accessory A part / accessory replacement at the expense of the company
The product has a warranty case, but the return window has passed Contact us to send the item to the service The cost of service at the expense of the company
The buyer changed their mind about the purchase, but the item was already delivered Contact us and authorize a refund if are no longer interested in the item. 100% (shipping at buyer's expense)
The buyer changed their mind about the purchase, but the item was not delivered Contact us and authorize a refund if are no longer interested in the item. 100% (shipping at buyer's expense)
The buyer provided an incorrect shipping address, the item has not yet been delivered Contact us and authorize a refund if are no longer interested in the item. 80% (shipping at buyer's expense)
The buyer provided an incorrect shipping address, the item has not yet been delivered We will redirect to the correct address -
The buyer provided an incorrect shipping address, the item has been delivered The company requests information about the recipient from the carrier and provides it to the buyer. The company is not liable in this case -
The buyer returns the Brand New item - 100% (shipping and bank commissions at buyer's expense)
The buyer returns the Used item Return is not accepted. The buyer must pick up the goods from our warehouse -
The buyer returns the Damaged item Return is not accepted. The buyer must pick up the goods from our warehouse -
The buyer returns the item with Parts Missing Return is not accepted. The buyer must pick up the goods from our warehouse -
The buyer wants to return the item, but the return window has already passed Return is not authorized -
There was a breakdown due to the fault of the buyer, the item has not yet been sent to the service We authorize sending to the service, all expenses are paid by the buyer. -
There was a breakdown due to the fault of the buyer, the item has been sent to the service Return is not authorized -
The buyer didn't understand your to turn the item on Read the manual or contact us. We'll help you -
The buyer didn't understand your to turn the item on Authorize the return 100%
The buyer returned the item because of the non-working condition, but the item worked - Depends on the item’s condition
The buyer returned the item because of the non-working condition, but the item worked Return of the item back to the buyer at the buyer's expense
The buyer wants to return the item when it is in service for the warranty case Authorize the return 80% (shipping at buyer's expense)
The buyer wants to return the item when it is in service not for the warranty case Return is not authorized -

Return procedure:
Please note that all returned products must be packed in additional packaging (that is, one box inside of another) so as not to damage the manufacturer's packaging.
Please note that all products must be returned in the condition in which they were delivered, otherwise we may charge you with a restocking fee or not accept the return.

To authorize a refund please contact us by phone (347) 389-1189 or email us at info@flowmar-shop.com

Refund procedure:
Once the returned item is received into our facility and the condition of the item(s) is verified, the appropriate refund will be issued within 5 to 10 business days based on the table above.

What information do we collect?

  • We collect information from you when you register on the site, place an order, enter a contest or sweepstakes, respond to a survey or communication such as e-mail, or participate in another site feature.
  • When ordering or registering, we may ask you for your name, e-mail address, mailing address, phone number, credit card information or other information. You may, however, visit our site anonymously.
  • We also collect information about gift recipients so that we can fulfill the gift purchase. The information we collect about gift recipients is not used for marketing purposes.
  • Like many websites, we use "cookies" to enhance your experience and gather information about visitors and visits to our websites. Please refer to the "Do we use 'cookies'?" section below for information about cookies and how we use them

How do we use your information?

We may use the information we collect from you when you register, purchase products, enter a contest or promotion, respond to a survey or marketing communication, surf the website, or use certain other site features in the following ways:

  • To personalize your site experience and to allow us to deliver the type of content and product offerings in which you are most interested.
  • To allow us to better service you in responding to your customer service requests.
  • To quickly process your transactions.
  • To administer a contest, promotion, survey or other site feature.
  • If you have opted-in to receive our e-mail newsletter, we may send you periodic e-mails. If you would no longer like to receive promotional e-mail from us, please refer to the "How can you opt-out, remove or modify information you have provided to us?" section below. If you have not opted-in to receive e-mail newsletters, you will not receive these e-mails. Visitors who register or participate in other site features such as marketing programs and 'members-only' content will be given a choice whether they would like to be on our e-mail list and receive e-mail communications from us.

HOW DO WE PROTECT VISITOR INFORMATION?

We implement a variety of security measures to maintain the safety of your personal information. Your personal information is contained behind secured networks and is only accessible by a limited number of persons who have special access rights to such systems, and are required to keep the information confidential. When you place orders or access your personal information, we offer the use of a secure server. All sensitive/credit information you supply is transmitted via Secure Socket Layer (SSL) technology and then encrypted into our databases to be only accessed as stated above.

DO WE USE "COOKIES"?

Yes. Cookies are small files that a site or its service provider transfers to your computer's hard drive through your Web browser (if you allow) that enables the site's or service provider's systems to recognize your browser and capture and remember certain information. For instance, we use cookies to help us remember and process the items in your shopping cart. They are also used to help us understand your preferences based on previous or current site activity, which enables us to provide you with improved services. We also use cookies to help us compile aggregate data about site traffic and site interaction so that we can offer better site experiences and tools in the future.

We may contract with third-party service providers to assist us in better understanding our site visitors. These service providers are not permitted to use the information collected on our behalf except to help us conduct and improve our business.

You can choose to have your computer warn you each time a cookie is being sent, or you can choose to turn off all cookies. You do this through your browser (like Netscape Navigator or Internet Explorer) settings. Each browser is a little different, so look at your browser Help menu to learn the correct way to modify your cookies. If you turn cookies off, you won't have access to many features that make your site experience more efficient and some of our services will not function properly. However, you can still place orders over the telephone by contacting customer service.

DO WE DISCLOSE THE INFORMATION WE COLLECT TO OUTSIDE PARTIES?

We do not sell, trade, or otherwise transfer to outside parties your personally identifiable information unless we provide you with advance notice, except as described below. The term "outside parties" does not include Flowmar-shop. It also does not include website hosting partners and other parties who assist us in operating our website, conducting our business, or servicing you, so long as those parties agree to keep this information confidential. We may also release your information when we believe release is appropriate to comply with the law, enforce our site policies, or protect ours or others' rights, property, or safety.

However, non-personally identifiable visitor information may be provided to other parties for marketing, advertising, or other uses.

THIRD PARTY LINKS

In an attempt to provide you with increased value, we may include third party links on our site. These linked sites have separate and independent privacy policies. We therefore have no responsibility or liability for the content and activities of these linked sites. Nonetheless, we seek to protect the integrity of our site and welcome any feedback about these linked sites (including if a specific link does not work).

CHANGES TO OUR POLICY

If we decide to change our privacy policy, we will post those changes on this page. Policy changes will apply only to information collected after the date of the change. This policy was last modified on 04.16.2018

QUESTIONS AND FEEDBACK

We welcome your questions, comments, and concerns about privacy. Please send us any and all feedback pertaining to privacy, or any other issue.

ONLINE POLICY ONLY

This online privacy policy applies only to information collected through our website and not to information collected offline.

TERMS AND CONDITIONS

Please also visit our Terms and Conditions section establishing the use, disclaimers, and limitations of liability governing the use of our website.

YOUR CONSENT

By using our site, you consent to our privacy policy.

Payment Methods

We accept major credit cards including Visa, MasterCard, American Express and Discover for internet, mail, phone and fax orders; a valid US billing address as registered with the issuing bank must be provided. Mail orders may also be paid by check or money order; however, please note payment must clear with the issuing bank prior to shipment of your order.

Terms & Conditions

Flowmar-shop.com welcomes you to our website. Please review the following Terms & Conditions that govern your use of this website and note that your use of this website constitutes your agreement to follow and be bound by these Terms & Conditions. We may periodically change these Terms & Conditions, your use of this website following any such change constitutes your agreement to follow and be bound by the rules as changed.

Copyright:
All content of this website, including images, design, code, graphics, text, item descriptions, articles and information are the property of Flowmar-shop.com and protected by United States and international copyright laws. This content is provided for the purpose of assisting our customers with their purchasing decisions. You may not copy, reproduce, modify, distribute or display any of this content in whole or in part without prior written consent from Flowmar-shop.com. You do have permission to print copies of this website solely for personal, non-commercial purposes related to shopping with Flowmar-shop.com.

Trademarks:
Flowmar, Flowmar-shop, Flowmar shop, FLOWMAR-SHOP.COM, the Flowmar-shop.com logo, the flowmar-shop.com website appearance are all trademarks of Flowmar-shop including all common variations and misspellings. These trademarks and website appearance may not be used, reproduced or distributed in whole or in part without prior written consent from Flowmar-shop. Reproducing the look and feel or framing of this website is expressly prohibited.

Errors and Inaccuracies:
Flowmar-shop.com makes every effort to insure complete and accurate information is presented on this website; however, typographical mistakes, inaccuracies or omissions are still possible including information related to pricing and availability. We reserve the right to correct any errors, inaccuracies or omissions as including after an order has been submitted. Under no circumstances shall Flowmar-shop.com, or its affiliates, or any of its officers, directors, employees, or agents or the like be liable for any loss or damage caused by your reliance on information obtained through this website. It is your responsibility to evaluate all information, opinions, recommendations or other content provided through Flowmar-shop.com.

Ingredient Disclaimer:
While we strive to ensure that all product information displayed on our website, catalog, and other marketing materials is accurate, please know that product ingredient and nutritional information may be changed at any time by the manufacturer, and the product packaging may contain more and/or different information than what is shown on our website. Therefore, please always read the actual manufacturer's product labels, warnings, and directions before using or consuming the product. For additional information about a product, please contact the manufacturer directly.

Disclaimer of Liability:
You expressly agree that the use of the Flowmar-shop.com website is at your sole risk. Neither Flowmar-shop.com, nor its affiliates, nor any of its officers, directors, or employees, agents, third-party content providers or the like warrant that Flowmar-shop.com will be uninterrupted or error-free; nor do they make any warranty as to the the accuracy, reliability, or currency of any information content, service, or merchandise provided through Flowmar-shop.com.; except that Flowmar-shop.com does offer a 30-day satisfaction return policy that states if for any reason you are not satisfied with a purchase you may return it within 30 days for refund or exchange. Flowmar-shop.com specifically disclaims warranties of any kind, either expressed or implied, including but not limited to warranties of title or implied warranties of merchantability or fitness for a particular purpose. No oral advice or written information given by Flowmar-shop.com nor its affiliates, nor any of its officers, directors, employees, agents or the like shall create a warranty.

Acknowledgment and Changes:
By using the Flowmar-shop.com website you agree to be bound by these Terms & Conditions. We reserve the right to change these Terms & Conditions at any time and once posted to this website such changes will become effective.