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COVID-19 Update

COVID-19 Update
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Our website and online ordering are still up and running and you can order your coffee gear for delivery (free for orders over $30) to your home. Our storefront remains temporarily closed for the safety of our staff and customers, and to further support social distancing.

 

To our valued Customers,


Update Monday June 1, 2020

Our website and shipping department are still fully operational, so we can send all of your coffee and gear directly to your home. We continue to offer free shipping on orders over $30.00 except heavy items such as syrups and sauces.

We are currently shipping 1-2 business days after the order is placed.

Canada Post and UPS are currently experiencing shipping delays and this can affect your order's arrival time.

Canada Post Statement
Canada Post is currently backlogged, pending on location 4-6 days or more

UPS Statement

We apologize about the delays, our reduced staff is hard at work processing online orders.

Please note that our showroom and store front remains temporarily closed to the public until we are ready to re-open safely.

Temporary business hours for customer support:

MON to FRI 10AM to 4PM

Curbside Pick Up:

We do offer limited Curbside Pick Up for orders over $50.00 between 12 and 4pm. Please place your order online and select Curbside Pick Up as your shipping preference. Wait for our confirmation email that includes pickup instructions letting you know that your order is ready for pick up. We will schedule a pick up appointment with you.

When placing an order with multiple items, please indicate in the comment field how we should proceed in the event that one or more items are back ordered.

Please choose to either:

A. Cancel your entire order

B. Ship in-stock items and refund for back ordered item(s)

C. Ship in-stock items and ship back ordered item(s) separately, once available.

 

Please use the contact form to communicate with us for the fastest response. Please only call in an emergency, as our call volumes are unusually high.

Contact Form: https://www.espressoplanet.com/help.php?section=contactus&mode=update

Please note most of our staff is working remotely from Home. Please be patient with our response times and any background noise. Please expect processing delays for requested returns. We will be extending return policies during this difficult time.

 

If you have not picked up your machine from our repair center, please contact us to make a pick up appointment. Unfortunately we can no longer accept drop offs of machines for repair. Our parts department and field service technicians are still available to support our commercial and wholesale customers via email.

 

We temporarily no longer accept drop off of machines for repairs due to safety concerns.

We are very concerned about the safety, health and well-being of our customers, employees, partners and families. We have set up assessment and risk management teams to closely monitor recommendations by Health Canada, the Ontario Ministry of Health and the WHO.

We are working closely with suppliers and partners to assess the impact on core product category supplies and provide recommendations for implementing policies on how to manage that impact.

While we keep high levels of inventory, the global response to control the outbreak of the new coronavirus, COVID-19, may influence our product supply chains, including logistics and shipping, as almost all products originate from China, Italy, Germany, France, Switzerland, India and other countries that experience high risks and outbreaks.

Some specific actions and policies we’ve taken:

  • Increased hand washing, sanitation stations and increased the frequency of sanitizing high traffic areas and surfaces.
  • Employees are encouraged to self-assess and stay at home in case of suspicion of illness and contact Health Practitioners.
  • More frequent communications with our Suppliers and Partners to learn how they are affected and increase our inventory levels where possible.
  • Explore options to ramp up alternative products, suppliers and additional supply options. For example, we have shifted from Chinese suppliers to suppliers in India for some product categories.
  • Upon arrival at customers site for commercial field service calls, disinfect the outside of machine panels, screens etc. before and after the service call

Do not hesitate to contact us if you have more specific concerns or questions. Thank you for your support and patience while we all go through these very uncertain times.

Please, let’s all practice increased hand washing, no hands in your face and social distancing to help slowing down this virus from spreading and please stay safe.

R. Peterson

President and CEO

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