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?
We will 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?
Philos and Accessories: Ships Domestically
All orders ship via standard FedEx Ground as soon as possible, but could take up to 7 business days due to high volume of orders. Orders valued over $300 will ship with a signature required.
Omega Grinders for US: Omega ships to USA from Italy.
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, 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, as well as Paypal, ApplePay or ShopPay.
What is the return policy?
Damaged products must be noted on the FedEx receipt prior to accepting the order. Damaged or missing inventory must be reported to F&O Imports through the online contact form within 24 hours of receipt.
No credits will be given on returned goods that do not have a valid RMA number associated with them. You have 14 days from receipt to return the product.
Please retain the original box and packing materials for the duration of the warranty. Products approved for return must be in like-new condition
and packed in the original packaging. Product is subject to a 20% restocking fee that will apply to all returns and all freight is non-refundable.
To begin a return please contact F&O Imports through the online contact form.
I need an invoice, how should I proceed?
Please contact F&O Imports through the online contact form.
Should I keep the original packaging?
Yes, to process a refund, the product must be returned in its original packaging. We strongly suggest keeping the original packaging for the duration of the warranty period. This helps ensure that the item is protected during transit and arrives in good condition in case of a return.
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 thoroughlyclean 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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