FAQ

Customer Service Frequently Asked Questions

Need help? Our world-class technical support team and approved service network are here to help! You can find answers below or contact our team to get support.

Order Communication

As an e-commerce company, our primary form of communication is email. All order updates will be sent to the email address used when the order was placed. For this reason, please be sure to provide a valid email address when placing your order.

Order Information & Tracking

Once you place your order you will receive a link to your personalized order status page by email. The order status page updates in real time as the status of the shipment changes. You will have the option to receive SMS updates on your shipment as well.

Locating Your Order Confirmation Number

You will receive an email confirmation with your order number.

Cancelling or Changing Your Order

Due to our electronic processing, online orders can only be changed or cancelled within 30 minutes of placing the order. Please email us immediately to cancel your order. We cannot guarantee that it can be modified or canceled. Additionally, we reserve the right to cancel any order. Canceled orders over $1,000 are subject to a 2.5% cancelation fee.

I Need My Order By A Certain Date. How Can I Be Sure That The Item Is In Stock?

In-stock items generally ship in 1-3 business days. For items shipping from the manufacturer, estimated processing times are listed on the item’s page. If you have a time constraint on your order, please feel free to contact us before placing the order and we’ll be happy to check availability for you.

Items Never Arrived (Lost in Transit)

Can't find your package? Missing packages are stressful, but we have some good news: most items turn up within six days. Look around your house or building in out-of-the-way spots, or try these suggestions:

  • Check that your shipping address is correct.
    • Let's make sure we shipped to the right place. Current shipping addresses are listed under “Shipping Address:” on your Order Confirmation email.
  • Check around your home or building, or with neighbors.
    • Boxes may have been left at backdoors, hidden behind bushes, or at the address next door.
  • Give it six days.
    • Sometimes carriers incorrectly scan packages that are still in transit. That means that your package could be marked as “Delivered” even though it’s still on its way to you. We completely understand the frustration! But your package is likely to show up within six days of a false scan.
  • Check your mailbox or anywhere else you receive mail.
    • Carriers deliver differently, especially if the package is small enough to fit inside your mailbox.
  • Check for a notice of attempted delivery.
    • This notice will tell you the steps you should take to receive your package.
  • Contact the Carrier: Use your tracking number to start a claim with the carrier (FedEx, UPS, etc.).
  • Tried everything? We'll fix it!

Do You Hold Equipment?

Unfortunately, no, we do not hold or remove equipment from our website until it is paid for in full. We can hold shipments in our facility for up to 90 days free of charge.

Contacting Customer Service

Our Customer Service team is happy to assist with questions you have about our products. We are available Monday through Friday 8-4 pm MST. You can reach us in these convenient ways:

  • Call us for help. Contact us by phone to speak directly to one of our Customer Service representatives. Our phone number is 1-800-269-0051.
  • Send us an email. Contact us by sending an email to info@voltagesupply.com. One of our Customer Service team members will get back in touch with you within 24 hours.
  • Chat with us online

Sales Tax

Sales tax is calculated according to the ship-to address for orders placed on our website. If the ship-to address has a sales tax and no listed exemptions, sales tax collection is required. See checkout for details.

Payment Options

Accepted Credit Cards (Preferred Method): All orders must be placed online through our checkout process. We accept all major credit cards including Master Card, Visa, American Express, and Discover.

PayPal Payments

We accept payment via PayPal on our website as an additional payment option. A major credit card is still required to complete the transaction, as we do not accept gift cards, store cards, or account credits associated with your PayPal account.

Shop Pay Installments by Affirm

Shop Pay offers you the option to pay in full at checkout, or to split your purchase into 4 equal installment payments. You can't adjust the number of installment payments or the price range available for Shop Pay Installments.

You have the option to pay for orders between $50 and $1,000 USD, including discounts, shipping and taxes, in 4 installments. To use Shop Pay Installments, your shipping address needs to be in the United States. 

Alternative Payments (Check, Money Order, ACH, Wire Transfer)

We accept ACH and wire transfers for orders with an order total of $2,000 or greater. The order will be placed on hold until payment has been received.

Once payment is cleared, the order will be released to process for shipment. All other alternative payment orders will be released as soon as the payment is received, with a minimum of 1 business day delay to receive payment.

Charges and Authorizations

Your card will be charged in full once your order is placed. When you place an order on our website, an authorization is placed on your bank account for the amount of your order. An authorization is a communication from your bank to our payment system letting us know your card is valid and the required funds are available. These authorizations may show as “pending” on your bank statement until the funds are captured. Once the card is charged for the order, the authorization will drop off from your bank statement, typically within 1-2 business days.

Credit and debit card providers differ in how long they will hold an authorization for a pending transaction. If your order has an extended lead time, a member of our Payments team may reach out requesting to charge the card in advance to avoid losing the authorization. Authorizations and/or pending transactions will hold these funds on your bank account, which can result in overdraft fees. Voltage Coffee Supply assumes no liability for fees in the event of such an overdraft.

Coupon Information & Promotional Codes

Our coupon and promotional codes need to be applied in the cart before checking out. You can apply your coupon or promotional code in the "Discount Code" field on the right side of the cart, under the list of products being ordered. Make sure to hit the apply button to ensure your coupon is applied appropriately. Once applied, you will see the price change in the cart.

Looking for a coupon code? See our Latest Offers.

Price Match

Yes! We price match. Please see Details Here to request a price match.

Warranty

We stand behind the products we sell and want to make sure that your experience with us is exceptional. Each product page contains information on the warranty of the product itself. Additionally, you can visit our Warranty Information page.

Please note, we sell commercial equipment. This equipment is for professional use only and must be installed in locations where its use and maintenance is restricted to trained personnel. While the equipment is easy to use after install, it must be installed by a factory certified technician with proper water filtration to validate the warranty.

Return Policy

Need to return an item? No problem! We understand sometimes things don’t work out. View our full Return Policy.

Credits & Refunds

After you mail your package, your refund will be processed within 7-10 business days. Please note that it may take additional time to post your account depending on your bank or financial institution. All orders will be refunded to the original payment type.

Where Do You Ship?

Currently we ship anywhere in the United States. Please note, due to agreements we have with some of our distributors and manufacturers, we are unable to ship some products internationally.

Shipping Information

Before checking out, please see the estimated lead times on the product page. Please understand we are moving as quickly as we can and since your order is already in the works we may not be able to make any changes. You will receive a separate email after your order ships. You may receive multiple packages as we ship from several warehouses. You are not charged additional shipping.

For guaranteed delivery by a certain date, please select an expedited shipping option prior to checkout.

  • Expedited orders usually ship within 1 business day
  • Standard (free shipping) orders usually ship within 1-3 business days

Shipping Damage

If you feel an item purchased on voltagecoffeesupply.com was damaged during shipping, please contact Customer Service for an exchange or refund within 5 days of arrival.

Click here for details on our Shipping Policy

Used/Open Box Equipment Conditions

The condition of each item is outlined on the individual product listing page. Please see our Used/Open Box Conditions Page for more information.

Legal Disclaimer

Website Content - The information provided on this site is intended for your general knowledge only and is not a substitute for professional advice or service for your specific environment. Please consult your local technician and/or service provider with any questions or concerns you may have regarding your specific question.

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