• In order for us to serve you as effectively as possible, all inquiries must be submitted through the ticket system. This system allows us to keep our costs lower so we can sell products to you at lower margins for us and better prices for you.  Tickets are addressed in the order they are received, with order modifications having priority. Most sales and support inquiries are resolved quickly via email and with our pre-documented solutions and videos, but please be sure to include a phone so we can call you if necessary. You can submit the ticket form below or call 888-245-4669 if you want someone to create a support ticket for you. We do not have on demand phone support, must submit a ticket.

    STATUS FOR ORDERS AND PREORDERS. 

    If you placed an order and hasnt shipped it may be a preorder product. A LOT OF PRODUCTS ARE ON PREORDER due to high demand. Before contacting us about shipping status please check product page for red preorder message. All products on preorder had this message in red at time of order, but if status changes or we have updates we will update the preorder message or this page. Please check this before contacting us for status.

     

  • Create Support Ticket Below

    Please submit ticket for all inquiries, including returns, order changes, technical support, sales, account or website questions. If you wish to discuss on the phone please provide phone number we can reach you at, but best to start with entering a support ticket for most efficient service. We are located in Michigan, USA. Our hours of operation are Monday thru Friday 8:30am to 4:30pm EST. Closed on holidays and weekends.

  • READ BEFORE CREATING SUPPORT TICKET

    • Please review our Returns, Cancellations, and Refunds policy before making an order or making a related request
    • Please review our Shipping policy before submitting a shipping related request
    • Please review our warranty policy before placing an order or making a warranty request. 
    • Orders, including preorders, are charged at the time of order, but if you wish to cancel the preorder at any time and get a refund we are happy to do so. 
    • For most general questions, we have many youtube videos and how to articles. The getting started pages for Turin Grinders, Turin Espresso Machines and Kaleido Roasters cover almost all questions. If you have any further questions we would be happy to correspond via email.
    • For shipping information, if the product was marked as shipped, we have indeed shipped it, but tracking may take until end of the day or following day to update. We do not have a way to contact UPS or provide any further information.
    • If you placed an order but did not receive a confirmation email, please check your spam folder. For further information please submit an email with the name and email address used for the order so we can look it up and provide further information.
    • We do not provide international shipping, except for on www.turingrinders.com for certain grinders. Otherwise it's USA addresses only.
    • In stock products will be shipped next business day, sometimes same business day depending upon the time of order. We are not able to provide you with estimated delivery timelines as those are dependent on UPS, Fedex or USPS. Most products ship from Michigan. International orders from Turingrinders.com ship from China and tracking may take several days to update.

  • CREATE SUPPORT TICKET

    In order to assist you as efficiently as possible, please use this contact form to create a support ticket.
  • Format: (000) 000-0000.

  • Sales Support

    Use this form if you have questions about our company, products or policies.

  • Order / Account Support

    Use this form if you have questions about your order, tracking numbers, payment options, address issues or cancellation or order change requests.

  • Warranty / Repairs / Service

    Use this form for warranty or post warranty service and repairs. After the first 30 days, any product issues relating to manufacturer defects will be covered under warranty. Warranty does not include replacement of product, warranty covers parts and labor related to getting your product back in working condition again. We only provide warranty and service for products we sold to customers and do not provide parts, warranty or support for products purchased from unauthorized retailers. All warranty and service related issues start with assessing the issue. Which may mean we ask a variety of questions to determine the issue and best solution.
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  • Return or Exchange

    We have a 30 day return policy of home coffee equipment. Per our return policy page, we will only take returns for products that are cleaned, in like new condition and that have all original packaging. If you have a product that is past the 30 day return window, please use the warranty support option to create a warranty ticket.
  • Do you have the Original Package
  • Did you Receive your Item within the Last 30 Days
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  • General Inquiry

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