Frequently Asked Questions
When was Dankoff Coffee Specialist formed?
Back in 2002, Santino Coffee Specialists from Singapore expanded their distribution here in Malaysia as Santino Coffee & Equipment. After a short stint, the team at Santino decided to form a local partnership and rebranded themselves to Dankoff Coffee Specialist Sdn Bhd in 2005.
With local expertise on board, the organization was established on the vision to be your ideal one-stop solution for the hotel, restaurant and cafe industry here in Malaysia.
What kind of products do we offer?
As a beverage solution company, we offer a variety of products that will be able to assist you with drink preparation from ingredients, espresso machines, grinders, blenders, filters and crockery. We not only focus on coffee but also a range of tea is available for our clients. Everything you need from syrups, sauces and pre-mix powders are also available here at Dankoff.
Do contact us to arrange an appointment with our Sales team to find out more about what we do and the products we offer.
Do we provide training for our clients?
Yes, we do provide basic training for machinery and equipments that are purchased from us. However, this applies to only certain products. Do not fret, we also provide professional training if required.
We have an academy built on the focus to provide education to our customers and also the public in our facilities. The academy provides both SCAE & SCAA courses that are based on internationally recognized modules. Our trainers are also qualified Q-Graders and Authorised SCAE Trainers that have vast experience in the industry.
Do we provide After-Sales Service?
I am facing some technical difficulties, what should I do?
Definitely! After sales service is available for our clients that have purchased products from us. Customer satisfaction is our top priority here in Dankoff Coffee Specialist.
After-Sales service is only provided to products and items purchased through our Sales team. No training will be provided for purchases made online via our website.
Warranty is also provided for most of the products that we offer and please feel free to contact us if you are experiencing any problems during the warranty period and we will be more than glad to assist you further.
Our technical team is available on-call during our opening hours. Due to the high frequency of servicing, the technicians may not available immediately at your service. However, we will try our very best to get to your problem as soon as our technicians are available to assist you.
Our technicians are usually available for appointments during these hours
Domestic & International Shipping
Monday to Friday - 9am to 5pm (Subject to availability)
Saturday & Sunday - 9am - 5pm (Emergencies Only)
We are able to provide shipping for our products across both East & West Malaysia. However, currently we do not provide international shipping and if required to do so, we are not responsible for any lost or damaged goods.
For our online store, our shipments are made via POS Laju. Please give us a lead time of 5-7 days for your orders to arrive.
Our opening hours are from Monday to Friday from 9am to 6pm, so any orders made on the weekends or non-working days, will only be processed the next working day.
Our cut-off time for next day delivery is at 12noon. Orders made after that will be processed for the next working day.
All items purchases through our e-commerce website are non-refundable but exchangeable in the case of receiving the goods damaged or faulty.
Several types of goods are non-refundable or exchangeable. Perishable goods such as ingredients (Liquids, Powders) or magazines cannot be returned. Items such as ceramics, equipment’s and crockery can be exchanged if the items you received have been faulty or damaged upon delivery.
To be eligible for a return, your item must be unused and in the same condition that you received it. It must also be in the original packaging. This applies for only regular sales items. If the product you have purchased is discounted or purchased via promotional campaigns, you will not be eligible for returns.
All complaints or requests must be made at least 7 days after your have received your product. Any requests after that will not be entertained. To complete your requests, we will require a receipt or proof of purchase, enclosed together with a precise photo of the item purchased and where it has been damaged or faulty.
Warranty does not cover normal wear and tear and is valid only for the period of time as stated.
Please do not send in your purchase back to the manufacturer.
Exchange of Item(s) (If Applicable)
Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your exchange.
We only replace items if they are defective or damaged. If you need to exchange it for the same item, send us an email at firstname.lastname@example.org and send your item to the following address:
Dankoff Coffee Specialist Sdn Bhd
M6, Jalan ML16, ML16 Industrial Park
43300, Seri Kembangan
Tel : +603-8964 5930
You will be responsible for paying for your own shipping costs for returning your item. Shipping costs are non-refundable. If you receive a refund, the cost of return shipping will be deducted from your refund.
Depending on where you live, the time it may take for your exchanged product to reach you, may vary.
If you are shipping any item that is above the value of RM100, please consider using a trackable shipping service or purchasing shipping insurance. Dankoff does not guarantee that it will receive any returned item.