Support and Contact

Phone Orders

• You may place orders with us on-line at www.streammachinestore.com. If you are interested in placing an order with us over the phone you may contact us at 847-701-3018.
• All phone orders are placed through our on-line ordering system.
• By placing a phone order, you are providing verbal acceptance of our sales policies.

Shipping Issues

Refused Packages and/or Undeliverable Packages

• Any refused package.
• Undeliverable packages due to incomplete address information, no signature on file, or no recipient at the shipping location provided.
• Re-shipment of packages returned to us.

Merchandise Damaged in Transit

• If your merchandise arrives damaged you must notify us before returning it.
• We must be notified within one business day to ensure proper handling of your claim.
• Some shipping companies require that a representative come to your home to inspect the package. Remember to keep the original packaging, and do not discard the shipping box.
• You may be asked to provide pictures of the damages made to the outer packaging as well as the product inside the box.
• After inspecting the damaged parcel, the representative will return it to us. This procedure needs to be followed in these rare occasions.

Missing Items in Shipment

Change or Cancel Your Order

If you would like to change the address or contact information on your order please visit the order status page to see the status of your item(s).

Does your order show tracking information?

• If yes, we apologize for any inconvenience this has caused, however, we are unable to make any address changes to your order as it has already been shipped.
• If no, please e-mail us at orders@StreamMachineStore.com or you may call us at 847-701-3018 before 2pm CST, Monday-Friday, on the day of your order.

Order Status and Tracking

Most orders are processed Monday through Friday 8:00am - 3:00pm CST, you will receive notification when your items have shipped. Orders placed on the weekend or holidays will be processed on the following business day. Some items need to be drop shipped directly from the manufacturer and may require an additional 1-2 business days for processing. Issues such as lack of inventory due to high demand or credit card verification may effect when your order is processed.

If you would like to track the status of your order, view the shipping method, or other details regarding a recent order placed, please visit our order status page.

If you have a question or concern regarding your order please contact us at sales@StreamMachineStore.com or call 847-701-3018

Request an Invoice

If you have made a recent purchase on the Stream Machine Store and would like a copy of your invoice please go to our order status page to look up your order. You will need to enter your order number and the email address used when placing your order to view and print a copy of your invoice.

Return Policy and Instructions

Our goal is to provide our customers with the best products available. We conduct extensive testing on each product to look for the best compatibility, fit, finish, ease of use and quality. In the event you are dissatisfied with a product, please contact us within 30 days of the shipment date at our returns department for an RMA (Return Merchandise Authorization) number so that we can ensure proper tracking of your return.

• You must contact us within 30 days from the date you receive your item for Stream Machine Store to process your return.
• Once we receive your RMA request, we will issue an RMA instructional e-mail, which will explain how and where to ship the returned items to.
• Please check your spam/junk mail folder for the instructional e-mail.
• If your RMA is approved, returns must be shipped back within 10 days of the RMA approval date. Otherwise your return is subject to refusal and the transaction will not be refunded including all shipping related costs.
• After we receive your return, please allow 15 business days for us to process your transaction. Items that are considered as Drop Ship / Direct Shipment via Manufacturer could take additional processing time.
• Shipping charges will NOT be refunded (this includes the original shipping charge and the return shipping charge).
• Bulk sale quantities of 100+ of one sku may not be eligible for return.
• Any packages shipped to us without an RMA will be refused at time of delivery.
• All returns have a 10-30% re-stocking fee, unless they were damaged in transit or are defective.
• All warranties start from the date of purchase with applicable receipt. (Applies to items purchased through this online store only)

Items that are not returnable:

• Clearance Items: All sales on clearance items are final and are not returnable.
• Return Window: Items marked as delivered more than 30 days ago are not returnable.

Damaged Items

• You must contact us within 24 hours or the next business day, after receiving your product to claim an item as damaged.
• Please take pictures and retain all original packaging including the shipment box/pack, this will assist us in filing a claim.
• Depending on the nature of the damaged item we will either e-mail you a shipping label or send you a replacement product with a shipping label for the defective item to be sent back.
• We will not be held responsible for the shipping of a damaged item back to us if you do not opt for a replacement.
• If our returns department finds that the item is not damaged, you may be responsible for additional shipping costs as well as a 10-30% re-stocking fee.

Please call Customer Service at 847-701-3018 to start the replacement process for the damaged item that you have received.

Defective Items

• You must contact us within 30 days of receiving your product to claim an item as defective.
• Depending on the nature of the return we will either e-mail you a shipping label or send you a replacement product with a shipping label for the defective item to be sent back.
• We will not be held responsible for the shipping of a defective item back to us if you do not opt for a replacement.
• If you do wish to have your item replaced, you will be charged the amount of the new item and asked to ship the defective item back. Once we receive the defective item back, including original parts and packaging, we will issue a full refund for the item.
• If our returns department finds that the item is not defective, you may be responsible for additional shipping costs as well as a 10-30% re-stocking fee.

Please call Customer Service at 847-701-3018 to start the replacement process for the defective item that you have received.

Wholesale or Bulk Purchases

Wholesale

Contact a Sales Rep