Beyond "Support": Member Success
We call this "Member Success" rather than "Support" because our relationship goes far beyond traditional customer service or even manufacturer or service provider after-sale support. You're joining an aspirational coffee community with a commitment to excellence that grows stronger over time.
If we let you down and you choose to cancel, we're on the hook for a financial loss. And we want that pressure for us in terms of both excellence and continually extending value for our members as time goes on.
Will I own my gear? Is Ovalo like financing or rent-to-own?
No, the Ovalo membership is neither financing (i.e. "buy-now-pay-later" by Affirm, Klarna, etc.) nor a rent-to-own program. There is no debt, interest, credit pull, or obligation to purchase. You may freely cancel your membership at any time and return your products.
We also understand situations can change and premium coffee equipment can be a challenge in terms of both operational costs and workflow changes. Because we are rigorously committed to treating our members right, if you later desire to own instead, just reach out to us, and we'll do our best to accommodate.
What if there's an issue with my gear? Do I have coverage?
Yes, all Ovalo products include comprehensive coverage for active members. If something's not right, we'll make it right ASAP—often replacing your machine at zero cost to you. Our coverage includes:
100% of machine defects and normal wear-and-tear
Professional maintenance and descaling services
Luxury machine swaps during repairs
White-glove servicing
Accidental damage protection (including water damage)
For accidental damage, theft, or damage beyond repair, you're covered with a deductible as low as free and capped at 30% of the machine's MSRP value. The longer you're a member, the lower your deductible becomes.
How do cancellations and returns work?
True to our "no commitment" promise, you can cancel anytime through your member portal. We'll pause your billing and handle all return logistics. Just keep your equipment in good condition until our courier service collects it. (Note: we don't offer partial refunds for unused membership time.)
How does payment work? Am I paying for my membership before I receive the product?
You are not charged for days you are waiting for products to arrive.
Here's exactly how our billing process works:
When you submit your order, no charges are made until you're approved.
Upon approval, we'll charge your initial setup fee and first month's membership fee.
Your monthly membership officially begins only after you've received your essential equipment (machine, grinder, and scale)
Subsequent monthly charges occur 30 days from your equipment delivery date
Please keep an active payment method on file at all times. You can update your payment method through your account portal at any time. Please ensure your account does not become past due so that we can provide exceptional trust with our white glove services.
I see the name Fragile in checkout. Who is this?
Fragile is a key partner of Ovalo in offering our membership, helping us with a variety of software and billing needs similar to how many eCommerce stores use Shopify.
Contact us
Ovalo is here to help you create amazing coffee experiences.
Available Mon-Fri, 9am-5pm PST
Coming soon: 24/7 phone hotline with skilled technicians
We are based in the Pacific Time Zone and are responsive at a minimum during business hours. If you message us on a holiday or over the weekend, we will get back to you as soon as we can during the next business day.
Email: success@ovalocoffee.com