FAQ: order inquiries
Do I need to register for an account to purchase from the web site?
You do not need to have an account to place an order. Having an account saves you time when making a purchase because your shipping information is saved, but you can shop online without registering.
How do you process my order?
Once you place an order, we begin processing it immediately.
- We ship orders Monday - Friday.
- If you place an order after 12pm (CET), Friday - Sunday, it will be processed on Monday.
- We'll send you a confirmation email once your order has been placed and processed. The confirmation will contain your order number and your shipping address. Please remember to check your spam folder.
How long will my order take to be delivered?
Please note: orders placed between December 20th and January 7th will be shipped by the end of January. Thank you for your understanding!
Expect 1-2 days of processing time before orders ship.
In Europe:
- UPS standard shipping: 3 - 6 working day delivery after orders ship (not considering customs)
- UPS express saver shipping: 1 - 2 working day delivery after orders ship (not considering customs)
Omega shipped to Usa and Australia:
- UPS express saver shipping: 3 - 4 working day delivery after orders ship (not considering customs)
Will I receive shipment confirmation?
Once your order is processed you will receive an email confirming your order has been shipped, with an estimated delivery date and the tracking number. These dates vary due to carrier shipping service selected (UPS Express Saver o UPS Standard), delivery location, and the items you ordered. Please remember to check your spam folder.
What are the accepted payments methods?
When placing an order online you may use the following payment methods: American Express, MasterCard, Visa, debit cards.
What is the return policy?
Check our “General conditions of sale for consumers” for the return procedure.
Why do you recommend accepting a package with a note of reservation?
When you accept a package with a note of reservation, you acknowledge receiving the package but you also note that you're reserving your right to inspect it for any damage or discrepancies. This is particularly important if the package appears to be damaged externally or if there is any concern about its contents.
How do I accept a package with a note of reservation?
Upon receiving the package, simply make a note on the delivery form or receipt that you are accepting it "with reservation." This indicates to the delivery personnel that you're acknowledging receipt but reserving the right to inspect the contents for any issues.
Accepting a package with a note of reservation ensures that you have the opportunity to thoroughly inspect the contents for any damage before fully accepting the delivery. It helps protect your rights as a customer and facilitates smoother resolution in case there are any issues with the package.
If you notice any damage, please immediately contact our customer support team at customercare@mazzer.com.
Should I keep the original packaging?
To process a refund, the product must be returned in its original packaging. This helps ensure that the item is protected during transit and arrives in good condition.
I need an invoice, how should I proceed?
Before placing your order and making the payment, please write to customercare@mazzer.com
FAQ: Philos inquiries
Why is there coffee between the burrs of my new Philos?
Finding ground coffee between the burrs is perfectly normal when you purchase a Mazzer grinder. At Mazzer, each assembly operator is responsible for assembling and testing the grinder from start to finish, including grinding some coffee beans to ensure everything is working perfectly.
How would you ensure alignment when swapping the burrs of my Philos grinder?
When you install genuine Mazzer burrs, we guarantee precise alignment of the final surfaces. Our production process is rigorously monitored using geometric analysis, ensuring that replacing the burrs will not compromise parallelism. However, we strongly recommend thoroughly cleaning the mating surfaces before installing new burrs.
My silver Philos has a small dot on the surface, why?
It is normal for aluminum alloy to have small micro-dots within its structure. These are inherent characteristics of the material.
After calibrating my Philos, the particles are coarser at the same grind setting than before. Why is this happening?
If the grind size has changed after calibration, it could be due to coffee residues affecting the calibration process. To ensure accurate calibration, clean the grinding chamber thoroughly before adjusting settings. For best results, calibrate with the motor off to preserve the lifespan of the burrs.
I hear a chirping sound when the Philos is turned on, even though the burrs aren't in contact. Could the zero point have shifted?
Chirping noises in grinders, particularly single-dose models, often come from small coffee fragments trapped in the burrs. These micro fragments, often less than 0.1 gram, can cause the sound. To eliminate the noise, grind these fragments out. Keep the motor running when switching between grind settings to help clear the debris, otherwise, the index collar might become stiff.
The Philos is on, but no coffee is coming out. What could the issue be?
If your grinder isn't dispensing coffee, it may be due to a clog caused by grinding too finely, especially with oily or pre-wet coffee. This can lead to the burrs becoming obstructed over time, resulting in coffee being stuck in the auger and no grounds coming out of the chute. To resolve this, disassemble the grinder and thoroughly clean the burrs. After cleaning, avoid grinding too fine to prevent future clogs.
Can I buy a Philos in Europe and use it in the US?
A grinder purchased in Europe is not compatible for use in the US, and vice versa, due to differences in voltage, electrical frequency, specialized motor and wiring requirements. Additionally, grinders sold in the US or EU must meet specific regulations for each market. Therefore, we do not sell appliances outside the country for which they are intended.
Need help with your Philos? Check our video tutorials here.
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