Shipping & Return:
1. What is Italia Café's shipping policy?
We offer free shipping across Canada on all orders over $99, excluding the territories of Yukon (YT), Northwest Territories (NT), and Nunavut (NU). For orders below this amount or shipping to remote locations, additional fees may apply. Once your order is processed, typically within 24 hours, you'll receive a tracking number to monitor your shipment. Delivery times range from 1 to 3 business days within Alberta and 2 to 10 business days for other regions.
2. How can I return a product to Italia Café?
We offer a 30-day money-back guarantee on most products, excluding massage chairs, demo models, refurbished items, or products marked as final sale. To initiate a return, please contact us to obtain a Return Authorization Number (RA#). Ensure the product is in re-sellable condition with all original packaging and any included free gifts. A restocking fee of up to 20% may apply. Once the RA# is issued, items must be received within the specified timeframe, accompanied by the original receipt.
3. How do I contact Italia Café's customer service?
For inquiries regarding products, usage, pricing, repairs, orders, or returns, please reach out to us at:
Phone no.: 1-877-387-7770
Email: info@redfernent.com
Our customer service hours are Monday to Friday, 9:00 to 17:00 MST.
4. What is the warranty policy for Italia Café products?
Unless otherwise stated, all products come with a 90-day warranty starting from the original date of purchase. Please refer to our return policy for details on return options during the first 30 days of the warranty period.
5. Are there any exceptions to the return policy?
Yes, certain products like massage chairs have a different return policy. For instance, massage chairs come with a 10-day money-back guarantee from the date of receipt, subject to a 20% restocking fee. Please contact us for a Return Authorization Number (RA#) and ensure the product is returned in its original packaging.
6. How can I track my order?
After your order is processed, you'll receive a tracking number via email. You can use this number on the courier's website to monitor your shipment's status. If you haven't received a tracking number within 24 hours of placing your order, please contact our customer service.
7. What should I do if my product arrives damaged?
If your product arrives damaged, please contact us immediately to submit a claim. We may require pictures or videos of the damaged item to process a full refund or replacement. Once your claim is approved, please allow 3–5 business days for completion.
8. Does Italia Café ship internationally?
Currently, we only ship within Canada. For orders in the United States, please visit our USA website.
9. Can I pick up my order directly from Italia Café?
Yes, we offer a local pickup service at our Calgary location. Please choose 'local pickup' as your shipping option when placing your order. After processing your payment, we'll send you an email notification with pickup details and your invoice.
10. How long does it take to process a refund?
Once we receive the returned item and confirm it meets our return policy criteria, please allow 2–5 business days for the refund to be issued.
Coffee Machine:
1. What Sections in the manual do I read for to get the most out of my machine?
It will be necessary for you to read the manual fully in order to get the most out of your machine.
2. Why am I only getting milk from the frothier?
Page 23 of the manual suggests that you may have the frothier knob in the wrong position if you are only getting milk and not frothing.
Or you may need to clean your machine, review the descaling instructions in your manual.
3. How often should I clean the Frothier?
Page 22 of the manual is the starting place for the frothier. Please note that it recommended daily rinsing of the frothier to eliminate issues.
4. Video of how to clean the frother
5. How do I clean the machine?
Page 26 of the manual discusses cleaning of the machine. It is necessary on a regular basis. You may want to consider once a week or once every two weeks to eliminate build up in the brewing unit, etc. There was a small brush included with the machine to help you with cleaning out the brewing unit completely.
We also recommend getting a small brush pictured below with aiding in cleaning out the tubes.
DO NOT USE VINEGAR as this will destroy your machine.
See below photo of examples of cleaning agents that you can use. They can be found anywhere online, or local stores.
We also recommend a straw wire brush to clean tubes that you can purchase seperatly online or in stores. Here is an example:
6. Video of how to clean the machine
7. How do I descale the machine, and how often?
Page 32 of the manual begins the discussion regarding descaling, which should be done on a regular basis if the machine is used daily. Once a month may be necessary.
Page 36 of the manual discusses descaling of the frothier.
This is where you will use the descaling tablets or cleaners. These too can be found online or in stores.
Here are some picture examples:
8. How do I put the bean grinder back into the machine?
9. How do I clean the Bean Grinder?
CAFE - BEAN GRINDER CLEANING:
Step 1: turn machine ON and allow it to complete the automatic System Rinse.
Step 2: Follow display instructions to arrive at the main menu for coffee style options.
Step 3: Touch 3 bar icon at upper right of display to go to MENU.
Step 4: Choose SERVICE MENU, then enter password1-2-3-4-5-6 and confirm.
Step 5: Choose MAINTENANCE SETTINGS.
Step 6: Choose ENGINEERING SETTINGS, then enter password 1-1-1-2-2-2 and confirm.
Step 7: In ENGINEERING SETTINGS choose GRINDING MACHINE CLEANING.
Step 8: Follow display instructions to complete the cleaning process.
10. Video of how to clean the bean grinder
11. Why are the coffee pucks in the coffee waster bin not solid like what was demonstrated?
This depends on your coffee beans and style of coffee.
12. Why is there coffee grounds in the waste water bin?
This is normal so it is nothing to worry about. This should be dumped daily or after use to keep your machine clean.
13. Why is there water in the coffee grounds waste bin?
This can occur and is nothing to worry about. This should be dumped daily or after use to keep your machine clean.