Frequently Asked Questions

Online Ordering

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Popular FAQ's

  • Why isn’t the website working properly?

    We apologize if you ever encounter difficulties with our website.  In order to try and help you resolve you can contact us at 888-335-6644 or email us at support@delonghiusa.us.  The information that would help in our research would include:

    • A short description of the issue (i.e. you cannot view all or part of a page, items can't be added to your cart, you can't complete checkout, etc)
    • The type of device you are using - a laptop, desktop or mobile device (phone or tablet)
    • The browser you are using (Internet Explorer, Google Chrome, Mozilla Firefox, Safari, etc) and the version of your browser.  You can check your version by going into the Help section of the Browser toolbar and selecting the 'About' option 

    We can then further research for you and help resolve.  Alternatively, we would be happy to take your order over the telephone for your convenience.

  • How do I place an order?

    When you see an item you love, please specify the quantity you prefer then click “Add to Cart.” After you add an item you may continue shopping until you are ready to complete your purchase. At any time you can click on “Your Cart” at the top of the screen to view the items you have selected. After you have made any changes and updated the quantities as desired, click “Checkout” to finish. You will then be prompted to fill out shipping and billing information. Finish by clicking “Submit Order.” Be sure to look out for a confirmation email in your inbox soon after.

  • When I put something in my cart, does it guarantee I have the merchandise?

    We strive to maintain that the correct availability is reported when you select the item you would like to place in your cart. Unfortunately, if another customer buys the remainder stock of your item before you make your purchase, the item with be reported as unavailable when you go to checkout.

  • When placing an order and entering my payment information I get an 'Authorization Error' message. What does this mean?

    An authorization error could mean several things. First, please be sure that all billing information is correct. You want to make sure that the zip code you entered matches the zip code on file for your billing address.  Second, be sure to check the expiration date and card verification numbers on your card. Also, please be aware that we only accept MasterCard and Visa for credit card payment.

    If you are still receiving an error message and you feel that all of the information you are entering is correct, you may wish to contact your bank for further details.  If you are using a debit card it's possible you may need to adjust your credit limit for larger purchases.  
    At any point though you may contact us at 888-335-6644 for further assistance.

  • If my order didn’t go through, why does it look like my credit card was charged?

    What you are likely seeing is what is called a ‘Pending’ Charge.  This is the bank’s authorization that there are enough funds available to place your order.  The only thing your bank is verifying is that the credit card entered has the funds.  We validate the billing address and card verification id for your own protection to try and ensure that the card is not being used fraudulently.  As long as the credit card number is valid a ‘Pending’ charge will appear to hold those funds.  Your card only gets charged when the actual product ships.  ‘Pending’ charges will usually be removed from your card within 3-4 business days.  In the event that you tried unsuccessfully to place an order and have several pending charges contact us at 888-335-6644 or email us at support@delonghiusa.us and we will look to have these removed.

  • How do I change my login information?

    You can update stored information in your account at any time. To view or change your existing account information, password or subscription status, please sign in to “My Account” using your current e-mail address and password. In “My Account” you can edit any of your saved account information.

  • Can I see a record of my transactions?

    You can check your order history online in the ‘My Orders’ area of your account. All of the details regarding these purchases will be conveniently stored for you in an organized listing.

  • Is gift packaging available?

    Unfortunately, we do not offer gift wrapping or gift cards at this time, but we are always looking to make improvements and hope to offer these option in the very near future.

  • Can I return an item to a retailer that carries your product?

    Our retail partners will not accept returns for product not purchased from their physical or online stores.  You must return purchases made on delonghi.com through our return process.

  • What should I do if there is a shipping error or I receive damaged merchandise?

    In the event that we processed an order incorrectly or sent an incorrect or damaged item, we will gladly replace or take back that item for a full refund at our expense. Please contact us at 888-335-6644 or email us support@delonghiusa.us and we will issue you a return shipping label. 

  • How long does it take to get my refund?

    We want you to receive your exchange or refund ASAP.  You can expect your refund/exchange to process within approximately 7 to 10 business days of us receiving your merchandise. Your banking institution may require additional days to process and post this transaction to your account once they have received the refund information from De'Longhi. Please allow 1-2 billing cycles from the day you return your package for your account to be credited.

  • What is your Return Policy?

    Exchanges:

    If you would like to exchange an item, we ask that you reorder the item online and handle your original purchase as a return for refund. This will ensure you receive the item you are looking for in the event we are out of stock before we receive your return.

    How to Return Product:

    Please check your invoice date: We will accept returns of unused merchandise in its original protective packaging within 30 days of your invoice date. Credit will be issued in the same form of payment used for purchase. There will be no refunds given for returns made after 30 days from invoice. Please note that original shipping charges are not refundable.

    Please complete the return form included with your original shipment. If you no longer have the form or have any questions, please contact us at 888.335.6644 or email us at support@delonghiusa.us.

    Please be sure to ship your item by insured, traceable mail to the address indicated on the return form. 

    Please allow a processing time of 7 to 10 business days for refunds. Your banking institution may require additional days to process and post this transaction to your account once they have received the refund information from us. Please allow 1-2 billing cycles from the day you return your package for your account to be credited.

    Shipping error/damaged merchandise:

    In the event that we processed an order incorrectly or sent an incorrect or damaged item, we will gladly replace or take back that item for a full refund at our expense. Please contact us at 888.335.6644 or email us at support@delonghiusa.us and we will issue you a return shipping label.

  • Can I ship to an address other than my own?

    Yes, you can ship to another address besides your own. When prompted to fill out shipping information, specify the shipping address you wish to send your purchase. When prompted for the billing address, fill out your own address.

  • Why do I need to provide my email address for Guest Checkout?

    We request an email address for guest checkout in order that we may email you your order confirmation and shipment confirmation.   It is for your convenience and we do not store the information for any other purposes.

  • Will I receive an e-mail confirmation/shipment tracking number?

    After you complete your transaction, an e-mail containing the order confirmation number will be sent to your specified e-mail address. Once your order has shipped, you will receive an e-mail with a Canada Post tracking code that will update you with the status of your shipment at any time once it ships.

  • What are the order statuses in 'My Orders' ?

    The order statuses you will see in 'My Orders' under 'My Account' are:

    • Processing: Your order has been received and the warehouse is prepariing for shipment
    • Shipped: Your order has been shipped and the tracking information is available
    • Canceled:Your order has been canceled either via customer request or because there was an issue with fulfillment (if the order is canceled by Kenwood you will be notified separately)
  • Do you ship to addresses outside Canada?

    Currently, we ship solely to Canada. If you are a De'Longhi lover living outside of Canada, please check your applicable country/language website for details on where to buy.

  • What are your shipping options and rates?

    SHIPPING POLICY

    Where We Ship To:

    • Street addresses in Canada only (no P.O. or Military APO/FPO addresses)

    You can ship to another address besides your own. When prompted to fill out shipping information, specify the shipping address you wish to send your purchase. When prompted for the billing address, fill out your own address.

    We currently do not ship to PO Boxes or Military APO/FPO addresses. Please check our Store Locator or call 888.335.6644 and let us help you find the store nearest you that carries our brand.

    Sales Tax:

    Sales tax will be added for all items in deliveries to all Provinces at the applicable rate.

    Shipping Cost:

    Shipping rates are calculated according to the purchase value of your order and the type of shipment selected. Each address you instruct us to ship to, including gift-recipient addresses, is considered a separate order and is subject to applicable shipping charges.

    TYPEDELIVERYORDER VALUECOST
    Ground 4 – 6 days Under $25 $ 5.00
        Over $25 FREE
    2nd Day 2 business days if ordered by noon ET Under $50 $14.95
      $50 - $149.99 $21.95
      $150 - $249.99 $28.95
      $250 - $499.99 $35.95
      Over $500 $42.95
    Next Day Next business day if ordered by noon ET Under $50 $29.95
      $50 - $149.99 $39.95
      $150 - $249.99 $49.95
      $250 - $499.99 $59.95
      Over $500 $69.95

    All our orders are shipped within 1-2 business days from our Mississauga warehouse. Please take this into consideration when selecting the type of shipment. Please note, we do not offer Saturday delivery.

    After you complete your transaction on delonghi.com, an e-mail containing the order confirmation number will be sent to your specified e-mail address. Once your order has shipped, you will receive an e-mail with a Canada Post tracking code that will update you with the status of your shipment at any time once it ships.

  • Do you offer price matching?

    We strive to always offer our customers the best value for our product.  From time to time our retail partners may offer temporary markdowns or discounts but we do not match those prices.

  • Do you offer coupon codes?

    From time to time we may have special offers and will offer coupon/discount codes for use in the checkout process.  To learn of these upcoming offers please create an account and sign up for our emails.

  • What forms of payment are accepted online?

    Delonghi.com accepts the following forms of payment: MasterCard and Visa. Your credit card will be charged the day the merchandise is shipped. We hope to have PayPal available shortly but we currently do not accept checks, cash or money orders.

  • Can I modify or cancel my order once it is submitted?

    Unfortunately once an order has been placed, we cannot modify the order. If you wish to cancel your order, you may contact us at 888-335-6644 and if the order has not yet been processed, we may be able to cancel on your behalf.

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