Frequently Asked Questions
Shipping
I just ordered and I'm wondering how long before you ship?
We assemble our controllers and brew systems in house. For our controllers and brew kits, we try to get them out the door the next business day but depending on our order volume, it may take as long as 5 business days to ship.
How long does it take to get here?
Our systems usually arrive within a week.
What about customs and duties?
To date, none of our customers have been charged customs or duties with any of our shipments to the USA. While we can't guarantee this, we'll be sure to let you know the first time it happens. Customs and duty charges are the responsibility of our customers.
Do you ship Internationally?
We do. Send us an email and we can customize our controller for your countries power requirements for no extra charge. You will need to source your power plug locally.
Warranty
What kind of warranty do you give on your products?
Unless specified all of our products receive a full year warranty after purchase. If you have an issue, we'll do our best to fix it.
What does this limited warranty cover?
This Limited Warranty covers any defects in material or workmanship under normal use during the Warranty Period.
During the Warranty Period, Brau Supply will repair or replace, at no charge, products or parts of a product that proves defective because of improper material or workmanship, under normal use and maintenance.
What will we do to correct problems?
Brau Supply will repair the Product at no charge, using new or refurbished replacement parts.
What does this limited warranty not cover?
This Limited Warranty does not cover any problem that is caused by:
- conditions, malfunctions or damage not resulting from defects in material or workmanship.
What do you have to do?
To obtain warranty service, you must first contact us to determine the problem and the most appropriate solution for you. If the item needs to be shipped to us for repair, you are responsible for mail charges, and items must be marked as $0 value. Brau Supply will not be responsible for duties or taxes due to items marked anything other than $0 value.
Returns
Can I return something that I purchased from you?
Of course! Providing that your product is in the original packaging and unused, you have up to 30 calendar days to return an item from the date you received it. To be eligible for a return, your item must be unused and in the same condition that you received it. Your item must be in the original packaging.
Refunds
Once we receive your item, we will inspect it and notify you that we have received your returned item. We will immediately notify you on the status of your refund after inspecting the item.
If your return is approved, we will initiate a refund to your credit card (or original method of payment). You will receive the credit within a certain amount of days, depending on your card issuer's policies.
Shipping
You will be responsible for paying for your own shipping costs for returning your item. Shipping costs are nonrefundable. For cross border shipments, returned goods should be marked as a return with a value of $0.00. Brau Supply is not responsible for any taxes and/or duties as a result of improperly marked returns.
Sale Items
We do not offer returns on our sale or demo items. They are however, covered under our standard warranty policy.
Contact Us
If you have any questions on how to return your item to us, contact us or email us at info@brausupply.com
Returns Can be sent to:
Bräu Supply, 163 - 628 E. Kent Ave S Vancouver, BC Canada, V5X-0B2