Coffee Machines

I have a technical question around my machine. Who can I ask?

All technical enquiries can be sent directly to our support email – support@smartcoffee.id

There is no water coming out of the coffee outlet. What can I do?

Check the water tank, if empty, fill with water and replace with a new capsule. If a good clean is required, a descaler kit can be purchased from Smart Coffee Indonesia if deemed necessary.

My machine pours a short cup of coffee. How can I adjust the amount?

You can set the volume of Espresso and Lungo coffee: Press the programmable button of Espresso or Lungo for around 3 seconds, and release it when the Espresso and Lungo coffee button flash quickly (around 2 times per second), the machine goes into the volume setting mode. The machine will make coffee continually. Please press the programmable button of Espresso or Lungo again when the volume reach your requirement. The machine will save your setting.

My machine switches itself off after a while. Is this normal?

Energy Saving Concept Automatic off mode: the machine will turn into off mode automatically after 9 minutes of non-use.

How often should I descale my smart coffee machine?

The time intervals between descaling depends upon many factors. The two main factors are the quality of your water and the amount of water running through the machine. We suggest descaling a minimum once every year.

There is sometimes water in the drip tray. Where does this come from?

This is normal as the pods will leak after use and liquid will accumulate in the drip tray.

Where can I find a manual for my machine?

A manual can be found inside the machine box when purchased. Or it can be requested from Smart Coffee support support@smartcoffee.id

How do I find my machine serial number?

The serial number will be located on the bottom of the machine during manufacture.

Ordering

How To Order?

If you see an item which you’d like to purchase, simply click the “Add to Basket” button on the page, and it will automatically be added to your cart. Then, you may continue shipping, or proceed with checkout, and pay through the payment gateway. Please contact us by email/phone number or our other communication media if you find difficulty to complete the transaction.

How can I modify or cancel my order?

We cannot guarantee changes or cancellations can be processed once an order is submitted. Our distribution centers package and ship orders as quickly as possible to ensure our three-business day delivery guarantee (Jabodetabek).Please contact as soon as you can at 021-6583-1876 to request any changes to your order.

Delivery

I have received Damaged, Missing, Expired or Incorrect items in my order. What can I do?

If you find something is missing, damaged or doesn’t belong in your order, please contact us as soon as possible via email (support@smartcoffee.id) or phone at 021-6583-1876. We are committed to providing our members with a perfect experience every time and will be happy to make the necessary adjustments.

Does Smart Coffee offer free shipping?

Smart Coffee offers free four business day delivery for orders of Rp500.000 or more.

How can I track my Smart Coffee order?

You may track your package online by clicking (www.jne.co.id) and entering your 13/16-digit tracking number. Please wait 24 hours after placing your order for your tracking status to be updated.Your last shipping confirmation email will contain this number after your order completely processes.

Returns

How long is the Smart Coffee machine warranty?

All machines come with a 6 month replacement warranty. A purchase receipt is required to be presented in case of any machine issue.

What is your returns policy for products ordered online?

You have the right to return goods if they do not match your order within 7 days after receipt of the relevant goods. Smart Coffee Indonesia will only accept such returns for goods in perfect condition, in their original packaging, and accompanied by the relevant invoice. Subject to the above, Smart Coffee Indonesia will reimburse you the price paid for the returned goods and the invoiced delivery charges within a maximum of 30 days after receipt of the returned goods.

Customer Services

I find coffee grounds in my cup. Is this normal?

Usually a small amount of grounds will be found at the end of a coffee, the contents of the capsules is fresh ground coffee and by nature not all dissolvable.

What process does smart coffee use to produce the coffee beans?

Smart Coffee doesn’t produce coffee beans, they are sourced by our factory from ethical sustainable coffee farms around the world.

How many calories does a smart coffee capsule contain?

Note that fresh roasted coffee has 0 calories when consumed as an Espresso

How much caffeine is contained in each capsule?

Typically our capsules contain 2.2mg of caffeine, with Club Decaf not containing any.

How does Smart Coffee maintain the taste and quality of the coffee comparing with other companies?

Our factory has an extensive QA program to ensure the highest quality Smart Coffee capsules every time. The factory also has IFS Food certification.

Do Smart Coffee capsules have an expiration date and how long does it last from the manufacturing date?

Smart Coffee capsules are hermitically sealed (air tight) and as such have an expiration date of 18mths from manufacturing date. However it is our experience that the capsules can/do last longer than 18mths.

How does smart coffee recycle the capsules?

Please refer to our blog on our website – http://smartcoffee.company/2016/12/14/capsules-recyclability/#more-1057

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