Frequently Asked Questions

Processing: Same day for orders before 11:30 AM, next day for orders after 11:30 AM

Delivery: 3-5 business days from dispatch to most NZ addresses

All products ship from our Australian warehouse via trusted carriers (Aus Post and DHL).

Freight costs are automatically calculated at checkout based on:

• Weight of your order
• Delivery location (metro vs rural)

Additional freight fees may apply for heavy items or rural/remote areas.

GST: Calculated at checkout and included in your final price.

Low-Value Goods Levy (from 1 April 2026):

• Air freight: NZ$2.21 per consignment (excl. GST)
• Sea freight: NZ$2.09 per consignment (excl. GST)

Orders over NZ$1,000: May incur customs duties and import taxes payable by you on delivery.

Yes! Once your order is dispatched, you'll receive an email with tracking information. You can use this tracking number to monitor your delivery progress with the carrier.

Yes, we deliver nationwide including rural and remote areas. Additional freight charges may apply for locations outside metro delivery areas. These costs will be calculated automatically at checkout.

Report within 2 hours of delivery with photos to claim freight damage.

We don't replace items damaged by freight as it's out of our control, but we're happy to repair the item if you send it back to us. We'll cover return freight.

Email support@dipacci.com.au immediately with photos.

Your freight forwarder, broker, or carrier pays the levy to NZ Customs and Ministry for Primary Industries (MPI). They will then include these charges in their invoice to you.

The levy ensures fair cost recovery for border management services and removes previous subsidies where taxpayers were covering costs for offshore e-commerce platforms.

At or below NZ$1,000: Low-Value Goods Levy applies (NZ$2.21 air / NZ$2.09 sea per consignment, excl. GST)

Above NZ$1,000: High-Value Goods Import Levy applies (NZ$51.81 per entry, excl. GST) plus potential customs duties and import taxes

If multiple parcels from the same supplier arrive on the same day and their combined value exceeds NZ$1,000, the High-Value levy applies instead.

The Low-Value Goods Levy covers both:

• Customs services: Border clearance and compliance checks
• MPI (Ministry for Primary Industries) biosecurity services: Pest and disease risk management

These are combined into single levy amounts. All levies are subject to GST at 15%.

The NZ Government introduced the levy from 1 April 2026 to ensure fairer cost recovery because:

• Previous arrangements were unfair - some parties paid much less per consignment than others
• NZ taxpayers were subsidising offshore e-commerce platforms that compete with local retailers
• Rapid growth in low-value imports required ongoing increases in Crown funding

The new levy ensures each consignment contributes fairly to border management costs.

We stock 60+ premium brands including:

• Commercial Machines: La Marzocco, Slayer, Wega, Sanremo
• Home Machines: ECM, Bellezza, Rancilio, Rocket, Lelit
• Grinders: Mazzer, Eureka, Mahlkonig, Niche, Compak
• Accessories: Precision tools, Ascaso, Bezzera, Isomac

Consider these factors:

• Usage: Home, café, or office?
• Volume: How many drinks per day?
• Automation: Manual, semi-auto, or fully automatic?
• Budget: Entry-level to commercial grade

Contact our specialists at sales@dipacci.com.au for personalized recommendations.

Yes, we offer quality used and refurbished commercial equipment. These come with a 3-month parts and labour warranty.

Contact us for current stock availability and pricing.

Commercial equipment installation is available in Auckland, Wellington, and Christchurch. Contact us to arrange installation when placing your order.

Most home machines are designed for easy self-installation with included instructions.

Absolutely! The grinder is just as important as the machine. We can help you match the right grinder to your:

• Espresso machine type
• Coffee volume requirements
• Brewing methods (espresso, filter, French press)
• Budget constraints

Yes! We offer a range of premium Di Pacci coffee blends including:

• Elements
• After Dark
• Sydney Road
• By The Bay
• Signature

Each blend is carefully crafted for different flavor profiles and brewing methods.

Domestic Equipment: 12 months parts + 12 months labour (RTB)

Commercial Equipment (new): 12 months parts + 3 months labour (RTB)

Used/Refurbished Commercial: 3 months parts + 3 months labour (RTB)

Accessories: Manufacturer's warranty only

RTB = Return to Base warranty. Warranty service available in Auckland, Wellington, and Christchurch.

Change of mind returns are subject to a 30% restocking fee plus any unrecoverable credit card charges.

Conditions:

• Product must be unused and in original packaging
• Special order items cannot be returned
• Shipping costs are non-refundable
• Return freight is payable by you

You are entitled to:

• A replacement or refund for a major failure
• Repair or replacement if goods fail to be of acceptable quality
• Compensation for reasonably foreseeable loss or damage

These rights are in addition to any warranty we provide.

Step 1: Contact us at support@dipacci.com.au with:

• Your proof of purchase (receipt)
• Description of the fault
• Photos or videos if applicable

Step 2: We'll assess the claim and provide instructions for return or repair.

Unfortunately, loan machines are not available. We prioritize all warranty work over general repairs to ensure the fastest service possible.

Warranty does not cover damage from:

• Inadequately filtered water
• Lime scaling or mineral buildup
• High chloride concentrations in water
• Operator error or misuse
• Unauthorized repairs or modifications
• Normal wear and tear

We provide 'back to base' technical support with technicians in:

• Auckland
• Wellington
• Christchurch

If you're outside these cities, you can ship your equipment to the nearest location for service.

Before sending for repair, try these basic troubleshooting steps:

• Check power supply and switches
• Ensure water tank is filled
• Check for blockages in group head or grinder
• Descale if machine hasn't been cleaned recently
• Review the user manual

Contact us at support@dipacci.com.au for guided troubleshooting.

Home machines: Annual service recommended

Commercial machines: Service every 6 months or as per manufacturer guidelines

Regular descaling and cleaning between services will extend machine life.

Yes! We provide basic maintenance and barista training for commercial customers. Contact sales@dipacci.com.au to arrange training sessions for your staff.

Basic maintenance like cleaning, descaling, and replacing water filters can be done yourself. However:

• Internal repairs should only be done by qualified technicians
• DIY repairs may void your warranty
• Unauthorized modifications will void warranty coverage

We stock genuine spare parts for most brands we sell. Contact us with your machine model and the part you need, and we'll check availability and pricing.

Email: support@dipacci.com.au

Yes, we are based in New Zealand with operations and support staff locally. However, all products ship from our warehouse in Australia to provide the widest product range and best pricing.

Currently, we do not have a public showroom in New Zealand. We have a workshop on the North Shore where pick-ups can be arranged (shipping costs still apply).

Coming soon: A showroom is opening in the near future for our New Zealand branch.

Email: support@dipacci.co.nz (general inquiries)

Sales: sales@dipacci.com.au (product inquiries & quotes)

Phone: 09 977 9924

We aim to respond to all inquiries within 24 business hours.

No, you can checkout as a guest. However, creating an account allows you to:

• Track order history
• Save addresses for faster checkout
• Manage warranty registrations
• Receive exclusive offers

Yes, through our SilverChef Rent-Try-Buy® program. You can rent equipment with the option to:

• Upgrade at any time
• Purchase at any time (with 75% rental rebate)
• Return after 12 months with no obligation

Visit our Finance Options page for details.

Di Pacci has been serving New Zealand's coffee community for 15+ years since 2010. We're trusted by over 12,000 Kiwi customers including home baristas and professional café owners.