Our Return Policy
Our goal is to make a great machine and do right by our customers. All we ask for in return is patience in this process because nothing great is built overnight. We take pride in our work and if we ship out a bad machine we will do what we can to make it right.
The Fine Print... Because We Have To
Refunds
Customers may cancel their orders, prior to shipment, for a refund minus a 3% fee to cover the card charges incurred by Blue Alpine. The card companies still charge us regardless if we refund the money. We just don't want to lose money when someone changes their mind.
Once the freeze dryer(s) ships, if it is within 30 days of ship date, customers may return their freeze dryers for a refund less all shipping costs and less a restocking fee of 15%.
Note: We have had customers that wanted to return the unit before it even arrived because the shipping company was a few days late. Although Amazon Prime delivery is great we are not that cool and can't afford to pay for impatience.
One-Year Warranty
Full One-Year Warranty only includes the U.S. continental 48 states
Warranty Period: 12 months of use from the ship date. If the unit needs to be shipped back to our facility for maintenance this time will be added to the warranty. This means that the warranty covers 12 months of use. Down time that has been cataloged via a ticket in our customer service system is not included.
Blue Alpine will be responsible for: Repair or, at our option, replace any part of this freeze dryer and/or vacuum pump which proves to be defective in workmanship or material.
Consumer will be responsible for: There may be small things that can be replaced by the user, like a hose or a vacuum pump, or software updates. If you have any questions about how to do these replacements or updates we will be available to walk you through it and make it as easy as possible.
Limited 3-Year Warranty
Warranty Period: For the second and third year from the original ship date.
Blue Alpine will be responsible for: Repair or, at our option, replace any part of the sealed refrigeration system (compressor, condenser, evaporator, tubing) which fails because of defective workmanship or material.
International Limited Warranty (Also Alaska & Hawaii)
For units sold outside of the lower 48 states of the USA Blue Alpine LLC will provide warranty on parts only. Shipping and or freight charges related to warranty work, parts, or services outside of the lower 48 states of the USA are paid by the customer. Service to install parts must be provided, coordinated, and paid for by the owner. We will not ship the unit back to our facility. If the customer wishes to pay for shipping the unit to and from our facility then we will coordinate shipping and we will repair the unit fully. It is simply far to expensive for us to be able to provide this service.
Everything Else
Non-Transferability of Warranty:
This warranty is extended only to the original purchaser of the product and is not transferable to subsequent owners. Any transfer of ownership voids the warranty.
Normal Responsibilities of the Consumer:
Note: This is a scientific process and an expensive machine. We ask that you learn everything you can about how the process works. It would be ridiculous to buy a car without knowing how to drive.
This warranty applies only to freeze dryers used in clean environments and when operated in accordance with Blue Alpine instructions. The consumer is responsible for the following items:
1. Proper use of the appliance in accordance with the instructions provided with the product.
2. Proper installation in accordance with the instructions provided with the appliance and in accordance with all local electrical codes.
3. Proper connection to a grounded power supply of sufficient voltage, replacement of blown fuses, repair of loose connections or defects in house wiring.
4. The appliance must be operated in a clean open area that has plenty of airflow and is not above 95°F (35°C) or below 35° F (2°C).
5. Damages to the appliance during or after installation. Do not lift the unit by holding onto the door.
6. Properly maintaining and operating the freeze dryer and vacuum pump. Changing the oil is important and the pump is much like a car engine. The more often you change the oil the longer it will last.
7. Ensuring freeze-dried food, or other freeze-dried material, are completely dry prior to packaging.
8. Ensuring proper, durable containers are used. Containers, once sealed, must not allow water or air to penetrate them.
9. Any new software updates will need to be performed but the user.
10. Ensuring sufficient/proper, fresh oxygen absorbers are included in the sealed container with the freeze dried material. They must not have expired or been exposed to the air prematurely for too long of a time.
The quality of food processed in the machine can vary widely and change depending on even the smallest change in cycle parameters. Because of this, Blue Alpine accepts no responsibility for the quality of freeze-dried food or freeze-dried materials; nor does it accept responsibility for the packaging of the food or other freeze-dried material.
Shipping
Note: Shipping times are just an estimate. Once the unit leaves or facility we have very little control over the freight company. Although delays in shipping are not common we ask for patience in dealing with the shipping company and any delays their company might cause.
Shipping Damage
If the machine is damaged during shipment we will work with the shipping company to make it right. Blue Alpine LLC reserves the right to decide to ship the customer parts such as panels that the customer will replace, or to ship the machine back to our facility to be repaired. This decision will be determined based on the extent of the damage.
Exclusions:
Damages caused by or through any of the items listed below are either excluded from the warranty or will void the warranty if not properly performed. The exclusions outlined herein are critical to ensure that the warranty applies only to manufacturing defects or failures directly related to the quality of materials and workmanship, as intended by Blue Alpine LLC.
1. Any modifications or add-on after-market accessories will void the warranty in its entirety.
2. Consequential or incidental damages such as, but not limited to, property damage and incidental expenses resulting from any breach of this written or any implied warranty.
3. The warranty does not cover flooding, fire, wind or other damage caused by natural events.
4. Damages caused by services performed by persons other than authorized by Blue Alpine.
5. Parts that don't meet the machine's original specs.
6. External causes such as abuse, misuse, inadequate power supply, or acts of God.
7. Products with original serial numbers that have been removed or altered and cannot be readily determined.
8. Using an extension cord instead of direct line connection to available power supply. This will ruin the motors.
9. Claims for personal injuries, incidental or consequential damages, or economic loss (profit or revenue), however caused.
10. If you are not the original owner of the freeze dryer, the warranty no longer applies.
11. Plugging the unit in to 220 voltage will void the warranty. Note: This has happened before that is why it is in here.
12. Plugging the unit into an outlet that has reversed polarity (the outlets hot and neutral are backwards) may also void the warranty and will be decided by Blue Alpine LLC on a case by case basis.
13. Failure to return components to Blue Alpine LLC when requested to return them may result in voided warranty.
14. No returns, service, or refunds will be provided for "noisy" or "loud" machines. Freeze dryers are inherently louder than an average home appliance.
15. Damages caused by any interruption, brown out, power surge, lightning strikes, power receptacle, or other power service anomalies are not warrantied. Blue Alpine LLC recommends plugging your freeze dryer into an appropriately sized serge protector.
16. Blue Alpine LLC does not cover the cost of any express or expedited shipping for any purchases, repair parts, warranty service, or replacement items. If expedited shipping or services are needed the customer can select what speed of service is wanted, then the customer will be sent a means to pay for the expedited shipping before the items are shipped.
Service:
If you need service just call us. We are happy to help.
Blue Alpine
80 East Industrial Park Rd,
Saint Anthony, ID, 83445,
United States
