Frequently Asked Questions

How do I choose the right ALM KOPi model?

Tell us how you plan to use the equipment, your preferred brewing style, required voltage, order quantity and shipping destination. We will help you compare suitable models.

Do you support home, café and commercial use?

Yes. Our product range serves home baristas, cafés, coffee carts, distributors and project buyers. Suitability depends on the specific model and intended workload.

Which voltage and plug options are available?

Voltage and plug availability varies by model. Please confirm your destination country and required voltage before ordering. Compatibility with Japan’s 100V supply must be confirmed for each powered product.

How long does order processing take?

In-stock orders are normally processed within 5–7 business days after payment confirmation. Customized, OEM, wholesale and project orders may require additional preparation time.

How are shipping costs and delivery times determined?

Shipping methods, freight costs and estimated transit times are confirmed according to the product, quantity, destination and available carrier options before payment.

Are import duties, VAT, GST and customs fees included?

Import duties, VAT/GST, customs clearance fees and carrier handling charges are confirmed according to the destination and order terms before payment. They should not be assumed to be included unless this is stated in the confirmed quotation or order.

Can customers in the United Kingdom and European Union order online?

Orders for the United Kingdom and European Union are handled through inquiry and quotation. Please contact us before payment so product configuration, shipping and applicable terms can be confirmed.

What warranty do you provide?

Products include a 12-month limited warranty from the delivery date for confirmed manufacturing defects. Normal wear, consumable parts, misuse, accidental damage, incorrect installation and unauthorized repair are not covered. Applicable statutory consumer rights remain unaffected.

Do you accept returns for non-quality reasons?

We generally do not accept returns for non-quality reasons. Where mandatory consumer laws apply, the customer’s statutory rights take priority. Please contact us before returning any product.

What information is required for a quality claim?

Please provide the order number, a clear description of the issue, the product nameplate or serial information, and clear photos or videos showing the problem.

How are confirmed manufacturing defects handled?

Depending on the issue, product condition, destination and available remedy, support may include remote guidance, replacement parts, repair, replacement or refund. The appropriate solution will be confirmed based on the actual case.

Do you offer wholesale and distributor cooperation?

Yes. We support retailers, cafés, coffee carts, distributors and bulk buyers. Product availability, pricing and commercial terms are evaluated according to the models and order quantity.

Do you provide customization or OEM services?

Depending on the product, quantity and feasibility, available options may include logo customization, packaging customization, voltage and plug configuration, appearance customization and bulk procurement solutions. Requirements are evaluated individually before confirmation.

Do you provide manuals and technical support?

We provide available product manuals, operating guidance, cleaning and maintenance information, and basic troubleshooting assistance. Contact us with your model and order information.

How can I contact you?

Email sales@explore-itech.com or WhatsApp +852 4666 3013. We normally reply within 1 business day.