Returns & Warranty Policy

 

Refund Policy

Customers may cancel their orders before shipment for a full refund minus a 3% fee to cover the card charges incurred by Blue Alpine. Card companies still charge us regardless of refunds.

Once a product has left our facility and is in transit, customers may return freeze dryers for a full refund, less all shipping costs and a restocking fee of 15%, if the return is within 30 days of the ship date.

Restocking and return shipping fees for customers outside of the continental 48 states of the United States will vary and are calculated on a case-by-case basis at the time of return.

A return merchandise authorization (RMA) must be issued via email or other written form of communication before items can be shipped back to Blue Alpine LLC. Blue Alpine LLC reserves the right not to refund any items that did not have an RMA before being shipped back. All returned products must be returned in their original packaging.

Note: We do our best to work with shipping companies to deliver products as scheduled, but sometimes delays happen. Please be patient and understanding. Returning due to a late delivery will still incur return shipping costs and restocking fees.

Items categorized as "Replacement Parts" and purchased from the Blue Alpine LLC website are sold on an as-is basis and are not covered under our standard product warranty. This does not apply to replacement parts issued by Blue Alpine LLC for warranty claims. By purchasing repair parts, the customer acknowledges and accepts that all sales are final. Note: Due to the nature of these parts, we cannot accept returns, as we are unable to verify whether a returned item is the originally purchased part or one that has been used and replaced during a repair, or damaged during the repair process. If you have any questions about this exclusion or need help selecting the correct part, please contact our support team before purchasing. 

 

 

One-Year Warranty

Full One-Year Warranty only includes the U.S. continental 48 states

Warranty Period: Blue Alpine LLC freeze dryers are warrantied for a period of 12 months from the original ship date if shipped directly from the factory, or the date of purchase if purchased at a retail store. Proof of purchase is required for warranty. If the unit needs to be shipped back to our facility for maintenance, one additional month will be added to the warranty. Note: We no longer offer a "one-year of use" warranty, as communicated in legacy social media, due to logistical complexity.

If the customer is capable of using the machine but chooses not to set it up or operate it, the warranty period will continue to elapse as specified.

Blue Alpine will be responsible for:

Cost of repair or, at our option, replacement of any part of the freeze dryer and/or vacuum pump which proves to be defective in workmanship or material. We are committed to making our products work and helping customers resume operation in a timely manner. 

Consumer will be responsible for:

1. Performing repairs and/or replacement of most parts, under provided instruction and guidance from Blue Alpine LLC. Note: The machines were designed to be simple to work on, and most repairs are very easy. Blue Alpine LLC is happy to provide instruction, answer questions, and assist where possible.

2. Physically preparing the freeze dryer or other components for shipment back to Blue Alpine LLC. When asked, parts must be shipped back to Blue Alpine LLC before new parts can be sent. When returning shipping freight, photos of the shipment must be sent to Blue Alpine LLC before return shipping will be scheduled. 

 

Limited 3-Year Warranty

Warranty Period: Blue Alpine LLC will provide a limited warranty for a period of 36 months from the original ship date if shipped directly from the factory, or from the date of purchase if purchased at a retail store. Proof of purchase is required for warranty. If the unit needs to be shipped back to our facility for maintenance, one additional month will be added to the warranty. 

Blue Alpine will be responsible for:

Repair or, at our option, replacement of any part of the sealed refrigeration system (compressor, condenser, evaporator, tubing, condenser fan) due to defective workmanship or material.

Consumer will be responsible for:

1. Diagnostic charges for determining defects, and any costs for transportation and delivery of the appliance required because of the service.

2. Physically preparing the freeze dryer or other components for shipment back to Blue Alpine LLC. When asked, parts must be shipped back to Blue Alpine LLC before new parts can be sent. When returning shipping freight, photos of the prepared shipment must be sent to Blue Alpine LLC before return shipping will be scheduled. 

 

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 claims will not be covered by Blue Alpine LLC.

Additionally, local services to install parts must be provided, coordinated, and paid for by the owner. If the customer wishes to pay for shipping a product to and/or from our facility, then Blue Alpine LLC will coordinate both shipping and in-factory repairs needed.

Shipping for international orders is insured by Blue Alpine LLC according to the FAS – Free Alongside Ship incoterms. Any additional shipping insurance beyond FAS will be coordinated by the buyer with their freight forwarder. 

 

1-Year Vacuum Pump Warranty

Warranty Period: Blue Alpine LLC will provide a full warranty for the period of 12 months from the original ship date if shipped directly from the factory, or from the date of purchase if purchased at a retail location.

This warranty applies only to the freeze dryer vacuum pump used in clean environments and when operated in accordance with Blue Alpine instructions.

Blue Alpine will be responsible for:

Repair or, at our option, replacement of any part of the vacuum pump due to defective workmanship or material.

Consumer will be responsible for:

1. Performing repairs and/or replacement of most parts, under provided instruction and guidance from Blue Alpine LLC.
2. Physically preparing the vacuum pump or other components for shipment back to Blue Alpine LLC. When asked, parts must be shipped back to Blue Alpine LLC before new parts can be sent.

 

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. Just as you wouldn't buy a car without knowing how to drive, please learn what's involved with freeze-drying before buying a freeze dryer.

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. Operation in a clean, open area that has plenty of airflow and is not above 90°F or below 32°F. 

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. According to instructions outlined in the owner's manual.

7. Proper preparation, processing, and packaging of food processed in the freeze dryer, according to instructions outlined in the owner's manual.

8. Performing software updates.

9. Minor part/component replacement, maintenance, and repairs according to instructions provided by Blue Alpine LLC personnel or the owner's manual. Note: Blue Alpine freeze dryers are designed with the customer in mind. Most repairs are very easy and fast, and all appropriate instructions/tutorials will be provided as needed.

10. Return of old parts per request of Blue Alpine LLC for evaluation when provided a shipping label by Blue Alpine LLC.

11. Transporting the freeze dryer from the delivery truck to the location where it will be used. Note: The delivery truck drivers will take the pallet off the truck, but will not deliver inside. Depending on the property, some trucks may only deliver to the closest accessible point determined by the driver. It is the customer's responsibility to communicate any possible delivery restrictions to the freight or delivery company and coordinate appropriately.

 

 

Warranty Limitations and Exclusions.

Damages caused or perceived by or through any of the items listed below are excluded from the warranty. 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. Consequential or incidental damages, such as, but not limited to, property damage, flooding, fire, wind, or other damage caused by natural events.

2. Incidental expenses resulting from any breach of this written or any implied warranty.

3. Damages caused by services performed by persons other than those authorized by Blue Alpine.

4. Damages caused by parts other than Blue Alpine repair parts or parts obtained from suppliers other than Blue Alpine personnel.

5. Damage from external causes such as abuse, misuse, accident, inadequate power supply, or other events caused by the customer, environment, other people, or acts of God. (This does not include damage caused by the shipping company.)

6. Damage to products with original serial numbers that have been destroyed, removed, or altered and cannot be readily determined.

7. Damage caused by using an extension cord instead of a direct line connection to an available power supply.

8. Claims for personal injuries, incidental or consequential damages, or economic loss (profit or revenue), no matter the cause.

9. Damages caused by the use of an improper power supply, such as plugging the unit into a 220V outlet.

10. Damages caused by any interruption, brownout, power surge, lightning strikes, power receptacle, or other power service anomalies are not under warranty. Blue Alpine LLC recommends plugging your freeze dryer into an appropriately sized surge protector.

11. 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 needed, then the customer will be charged for the expedited shipping before the items are shipped.

12. Service calls or costs that do not involve malfunction or defects in workmanship or material. For example, the shipping cost of a returned part that is not defective, or the cost of a local service technician when no repair is needed. 

13. Any packaging materials, including the dust cover that comes with the machines. Note: The dust cover is considered packaging and may be damaged during shipping or unboxing.

14. Any damage caused by the customer to the vacuum pump, including, but not limited to, failure to change the oil at correct intervals, connecting the pump to the drain valve, using inappropriate cleaners in the pump, failure to put oil in the pump, and improper reassembly of the pump after or during maintenance. Note: Any damage to a vacuum pump that exceeds two replacement vacuum pumps will be assumed to be damage caused by the customer, likely related to how the customer is maintaining or failing to maintain the vacuum pump, regardless of if independently purchased or included with a freeze dryer.

15. Any food or material that is burnt, destroyed, and/or stuck to the silicone mats or the machine, or is otherwise considered a loss. Note: 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 materials. 

16. Damages caused to the machine by food or other material being freeze-dried. 

17. Any warping or other damage to the stainless steel sheet pans.

18. Any damage to the silicone mats due to use, food preparation, cutting, cleaning, freeze drying, or otherwise. Note: The warranty on silicone mats and stainless steel pans is limited to 30 days from receipt and only for manufacturing defects.

19. All consumables such as the impulse sealer hot wire, impulse sealer PTFE parts, mylar bags, oxygen absorbers, vacuum pump oil, vacuum pump oil mist filter, vacuum pump carbon filter, and P100 chamber filter.

20. Items categorized as "Replacement Parts" and purchased from the Blue Alpine LLC website. Replacement parts issued by Blue Alpine LLC can be included under this warranty at the sole discretion of Blue Alpine LLC. Note: All new or refurbished electronics, accessories, pumps, and other items that are provided to a customer in connection with a warranty claim are covered under the original warranty, at the sole discretion of Blue Alpine LLC, and do not in any way extend the warranty beyond the original warranty.

21. Refurbished vacuum pumps and all other refurbished or used accessories. Note: All refurbished vacuum pumps and other refurbished accessories are covered for manufacturing and shipping defects immediately upon receipt by the customer.

22. Loud or noisy machines, unless such can be determined to be abnormal by Blue Alpine LLC. Note: Freeze-dryers are inherently loud, with volumes comparable to a washing machine or a loud dishwasher.

Items listed below will void the warranty in its entirety through action or inaction taken by the customer or others using the product. 

1. Failure to use the product properly in accordance with any provided instructions and the owner's manual. 

2. Failure to adhere to the conditions of this warranty.

3. Any modifications or use of add-on after-market accessories.

4. Use of parts other than Blue Alpine repair parts or parts obtained from suppliers other than Blue Alpine personnel.

5. Removal, alteration, or destruction of original serial numbers on parts or products insomuch that they cannot be readily determined.

6. Transfer of ownership between end users.

7. Plugging the unit into a 220V outlet or other improper power supply.

8. 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.

9. Failure to return warrantied components to Blue Alpine LLC when requested.

10. Failure to change vacuum pump oil every 120 hours of use at a minimum, or failure to use Dairyland or Clover Patch vacuum pump oil. Note: This will only void the 1-year vacuum pump warranty.

11. Using the product with any compound or substance that contains solvents, such as, but not limited to, acetone, toluene, alcohols, hexane, and ethyl acetate, will void the warranty on both the pump and the freeze dryer.

12. Using the product with any compound or substance that is generally considered hazardous, explosive, flammable, toxic, corrosive, oxidative, carcinogenic, or otherwise dangerous to health will void the warranty on both the pump and the freeze dryer.

13. Blue Alpine LLC reserves the right to void the warranty if the customer performs or arranges any repairs, modifications, or maintenance on the product without the prior written consent of the manufacturer via email or otherwise. The customer is required to contact the manufacturer before undertaking any such work.

Service:

It is your responsibility to establish the warranty period by verifying the original purchase date. Keep a delivery slip, purchase receipt, or some other appropriate payment record. This written warranty gives you specific legal rights. You may have other rights that vary from state to state. Service under this warranty must be obtained by contacting Blue Alpine directly:

If you need service, please don't hesitate to contact us. We are happy to help.  

Blue Alpine
80 East Industrial Park Rd,
Saint Anthony, ID, 83445,
United States

208-607-1722

contact@bluealpinefreezedryers.com

 

Shipping 

Note: Shipping times are just an estimate. Once the unit leaves or facility, we have very little control over final arrival times. Although delays in shipping are not common, we ask for patience in dealing with the shipping company and any delays that might arise.

Shipping Damage:

Blue Alpine LLC will cover repair costs caused by shipping. If the machine is damaged during shipment, the customer is responsible for accepting delivery, regardless of damage, and immediately contacting Blue Alpine LLC to report the damage without opening the shipping packaging. Blue Alpine LLC reserves the right to decide whether to ship the customer replacement parts, such as panels, or to ship the machine back to Blue Alpine LLC's factory for repair. This decision will be determined based on the extent of the damage. 

Storage Fees:

Any storage fees that may occur because of the unavailability to receive the product by the customer will be the responsibility of the customer to pay. If the customer refuses to pay the storage fee, the machine will be returned to Blue Alpine LLC, and a refund will be issued, minus the storage fee, shipping fees, and a restocking fee. Note: Before machines leave our facility, we will call and establish a general time and customer availability for pickup. We will postpone shipping until this can be established.

 

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. 

Purchase from a retailer: 

If you have purchased from a 3rd party retailer, you will need to provide a receipt or proof of purchase to initiate any warranty claim. 

Return of Parts or Items: 

If a new part or item has been provided to the customer under warranty, Blue Alpine LLC reserves the right to request that old or damaged parts or items be sent back to Blue Alpine LLC for evaluation or repair. If Blue Alpine LLC provides return shipping labels for parts or items and the customer does not ship them back within 30 calendar days, Blue Alpine LLC reserves the right to void the warranty on the freeze dryer. 

 

 

Legal Disclosures

Blue Alpine offers substantial support for our freeze dryers. Customers can contact our dedicated customer service team for assistance with maintenance, repairs, and technical inquiries. Blue Alpine remains committed to providing general support and assistance to our customers. If you have any questions or require further information, please don't hesitate to contact our customer service team.

Blue Alpine LLC does not assume responsibility for any damaged food or financial losses as a result of or associated with using the Blue Alpine freeze dryers. Blue Alpine will provide maintenance and repair parts covered by the warranty during the warranty period.

Blue Alpine LLC does not assume responsibility for any food safety-related issues caused by the use of the freeze dryer, including but not limited to improper cleaning, improper maintenance, improper food preparation, or machine malfunction leading to food safety issues.

By purchasing a Blue Alpine Freeze dryer, the owner acknowledges that any operator of the freeze dryer has been properly trained on their specific application and the owner takes responsibility for the food safety relative to the freeze dryer, regardless of performance or design of the freeze dryer.

By purchasing from Blue Alpine LLC, the customer expressly acknowledges and agrees to the terms and conditions outlined within the applicable warranty, as it is stated and without modification. The sections and topics described in the warranty, normal responsibility of the customer, exclusions, warranty breaches, shipping, everything else, and legal disclosures are independent and enforceable independently from all other sections. 

By purchasing from Blue Alpine LLC, the Customer expressly acknowledges that there can be sharp edges on the sheet pan trays and on the inside of the machine, and that the freeze dryer has components that can become cold enough or hot enough to cause burns or injuries on unprotected skin, and that there are other enharent dangers associated with our product. The Customer agrees that they are solely responsible for themselves and their employees in regards to properly wearing the appropriate personal protective equipment for their specific use case of the freeze dryer. The Customer agrees not to hold Blue Alpine LLC responsible for any injuries caused by the lack of personal protective equipment, failure to follow warnings and instructions, or other injuries caused by dangers inherent to freeze dryers, whether specified or not. 

By purchasing from Blue Alpine LLC, the customer agrees and understands that any and all transactions, exchanges, or purchases involving Blue Alpine LLC shall be considered to have originated within the jurisdiction and authority of Fremont County, Idaho. In accordance with this stipulation, any and all disputes or proceedings arising in connection with, or as a result of, any purchase, transaction, or contractual engagement with Blue Alpine LLC shall be adjudicated, processed, and resolved exclusively within the legal system governing Fremont County, Idaho.