FAQs

We’ve answered our most frequently asked questions! But if you don’t find the answer you need, feel free to reach out to us via our CONTACT page.

GENERAL INFORMATION

Who can buy from Office Coffee Specialists?

We sell all our products to businesses and general consumers alike.

Do you Price Match?

Yes. We will always attempt to price match competitors pricing on the same product. Moreover, we are not just box movers, our service will be remembered long after the price.

Do you offer warranty on coffee machines and equipment?

Yes! We offer a 12-month warranty on all new and demonstrator coffee machines and equipment purchased through us. Second hand equipment has a 3-month warranty applied.

PAYMENT

Do you have finance options available?

We have many finance options available to suit almost everyone’s needs including Silverchef and AfterPay.

What payment methods do you accept?

In addition to our finance options, we accept PayPal, Visa, MasterCard, Apple Pay, Google Pay, Shop Pay and direct deposit.

Do you have credit terms available for wholesale customers?

Yes, we offer 30-day credit terms for our valued wholesale customers (subject to credit approval), however this can be negotiated for companies who pay bi-monthly.

Note:

PURCHASER OBLIGATIONS: where the purchaser has paid a deposit for equipment and wishes to cancel the order, OCS may repossess and re-sell the equipment without being liable to the purchaser and recover from the purchaser by way of liquidated damages an amount, up to the greater of:

(i) 10% of the total price of the equipment; or

(ii) all damages suffered by the Dealer through or because of the default including any loss of profit, shortfall in the re-sale of the equipment (if applicable) and reasonable expenses and costs incurred due to the default.

(iii) We can not always offer deposit refunds on customized equipment.

DELIVERY

Can I decide what time my order gets delivered?

Unfortunately, we cannot allocate delivery times to couriers and therefore deliveries are made at the courier’s discretion. But this is usually between 9 am and 5 pm Monday to Friday. Freight times can vary depending on location, season demand and other unforeseen events. We will always endeavour to provide you with accurate and timely information regarding your order, however, sometimes delays are out of our control and you will need to monitor your shipment through the contracted logistics company.

Can I pay when my order is delivered?

We are unable to offer payment upon delivery options. We require payment to be made in full prior to the dispatch of goods.

How much is delivery?

Delivery costs associated with website orders are calculated at checkout. We are happy to provide free delivery to all machine purchases over $1000 Australia wide. IMPORTANT: Remote and rural areas that incur a significantly higher than usual shipping fee may be subject to freight costs. If this occurs, our team will contact you to discuss. We will always wear as much as possible and only contact you should it be a rare circumstance.

MACHINE CARE

How Often Should I Back-flush my Machine?

Domestic manual coffee machines should be back flushed using the premium espresso powder once a week, or once every kilogram of coffee, depending on which comes first. Commercial Coffee Machines should be back-flushed daily.

How Often Should I Service my Machine?

Office coffee machines require a daily milk line clean to keep the delivery hose sanitary and free from build up.

Brew mechanism cleaning should be performed regularly to maintain the quality of taste from your machine and mitigate issues with the infusion filter.

We recommend getting your automatic coffee machine serviced by an authorised technician annually or sooner if used in a high consumption environment. This will include a full descale of the water and steam circuits, replacement of any perishable seals, lubrication of the brew mechanism and replacement of any worn or non functioning components.

What Water Should I Put Through my Machine?

This depends on the boiler and components in your machine. We have filters specifically designed for Stainless steel or Copper boilers, please contact us for more information. Or visit our “Water Filtration” page.

Our complete coffee solution tailoring quiz will recommend the the optimal filtration options for your new system.

How Often Should I Descale my Machine?

If you have a manual coffee machine, you should not descale this yourself. Manual coffee machines require the boiler to be drained correctly to avoid residue, being stuck in the heat exchange. Putting descaling solution through manual coffee machines risks damaging your machines element or contaminating your coffee.

Descaling your automatic machine should be done every three months if you are using filtered water. If you are using tap water, we recommend descaling your machine every two weeks or as per the manufacturers instructions. Most new model automatic coffee machines will monitor the water usage and notify you of the need to descale if set up correctly after testing the water quality (TDS). Keep in mind Australian water is much harder than European water, so the more the better.

What do I do if my machine has an issue?

You can contact our friendly team for assistance on (08) 8338 0600.

MACHINE SERVICE & REPAIRS

Do I need to book my machine in for a service?

For South Australian residents, you do not need to book your machine in. Domestic Saeco and Delonghi machines are serviced at our Glenunga service centre. All other machines are serviced at our Unley commercial workshop. So you can bring your machine in at your convenience during our opening hours.

For commercial and office coffee machines, it is optimal to book.

Unley: 9-5 Monday to Friday

Glenunga: 9-5 Monday to Friday, 9-1 Saturdays

Interstate customers, contact us on (08) 8338 0600 during business hours Mon-Fri and we will happily put you in touch with one of our preferred service agents in your local area.

Can you come to me to service my machine?

For all commercial and office customers we are happy to come out to service your machine or pick up and bring back to our workshop for repairs (subject to availability)

We also offer a free of charge bi-annual preventative maintenance service for Coffee Bean subscription customers who purchase a minimum of 5Kg per week per machine (valued at $130.00 per service)

*A call out and/or extended travel fee may apply

Do you offer warranty on repairs?

Yes! We offer a three-month parts only warranty on all repairs.

Can I void my warranty?

Yes. If you tamper with, or a misuse a product you can void your warranty. Over production usage of a machine that is not designed for a high consumption level may void your warranty (eg. a domestic use only designed machine being used for semi-commercial level consumption) Lack of maintenance, daily cleaning or insufficient water quality/filtration can also void any warranty. Therefore, it is best to contact us if you have any questions prior to purchase or an authorised repairer if you have machine issues.

What brands of machines do you work on?

At Office Coffee Specialists, we supply and work on a large range of office and commercial coffee machines such as.

Expobar

Saeco

Kalerm

Dr Coffee

La Marzocco

HLF

Eversys

Victoria Arduino

Do you also Service & Repair Grinders?

Yes! Our trained and accredited technicians work on a variety of grinders including, but not limited to -

Compak

Mythos

Macap

Eureka

Wega

Mazzer

Anfim

Mahlkoenig

Lelit

Profitec

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