We're Here to Help
We provide 7×24H Customer Support
📞 Phone Support
Monday – Sunday · 9:00 AM – 5:00 PM ET
Customer Service: +1 (833)905 1199
Speak directly with our support team during business hours for urgent assistance.
✉️ Email Support
Reach us anytime, day or night.
support@bistroboxvend.com
Responses typically within 48 hours
Installation & Usage
You‘ll need：
A standard 110V power outlet within 6 feet of the placement location
Wi‑Fi connection (2.4GHz) or 4G SIM card (we provide one, just activate it)
A flat, level surface with enough clearance for the machine (BOX GO footprint： approx. 28”W × 32“D / BOX PRO： slightly larger)
Two people for positioning during delivery （we recommend having a pallet jack or dolly available）
The unit will be delivered on a pallet via freight carrier. You will be contacted to schedule a delivery time.
No. BistroBox is designed for plug‑and‑play setup. Most users are up and running within 2 hours of unboxing. We provide：
Step‑by‑step video setup guides
1‑on‑1 remote onboarding support via phone or video call
SKU onboarding assistance to help you list your first products
No technical background required.
Almost anything that fits on the shelves. Adjustable shelving lets you stock：
Canned drinks and bottled water
Snacks, chocolate, and confectionery
Fresh salads, sandwiches, and fruit
Chilled ready meals
Protein bars and recovery shakes
Even daily essentials like detergent or toothpaste
If it fits, our AI system can recognize it. The system is trained on thousands of product shapes — from bottles and boxes to irregular packaging. The temperature range of 32°F — 86°F keeps fresh items at their best, while also accommodating chilled drinks and snacks.
Shipping & Delivery
For Amazon orders:
We recommend checking the shipping status directly in your Amazon account under "Your Orders." Amazon provides real-time tracking updates there. If you need further assistance, our team can also look into it for you — please contact us at support@bistroboxvend.com with your order number, and we‘ll respond within 2 business hours.
For orders placed on our website (bistroboxvend.com):
You will receive a shipping confirmation email with a tracking number once your order has been dispatched. You can also track your order through your account on our website. If you haven’t received tracking information within 7 business days of placing your order, please contact us at support@bistroboxvend.com and we‘ll investigate.
For orders placed directly on our website (bistroboxvend.com), the handling time is typically within 7 business days from the date of order confirmation. After dispatch, delivery usually takes another 7 business days. You will receive a shipping confirmation email with a tracking number once your order has been shipped.
Currently, we ship to the continental United States (48 states) only. We do not ship to Alaska, Hawaii, or any U.S. territories (e.g., Puerto Rico, Guam, U.S. Virgin Islands). We apologize for any inconvenience.
Free shipping is included for all BistroBox models — both BOX GO and BOX PRO. The price you see is the final price, with no surprise shipping fees at checkout.
Delivery is handled via freight carrier on a pallet to ensure your machine arrives safely. A carrier will contact you to schedule a delivery appointment.
Shipping is available to the continental United States (48 states) only. We do not ship to Alaska, Hawaii, or U.S. territories.
For bulk orders or custom delivery requests, please contact us at support@bistroboxvend.com for a quote.
Your Product is shipped via freight on a pallet. A freight carrier will contact you to schedule a delivery appointment. Please ensure someone is available at the delivery location to receive the unit.
Warranty & after-sales support
We provided a 1‑year comprehensive warranty covering parts and labor from the date of delivery. For any warranty claims, please contact our support team with your order number and machine serial number.
The warranty covers manufacturing defects in materials and workmanship, including issues with the refrigeration system, AI vision components, POS terminal, touch screen (if applicable), and the main control board. Normal wear and tear, misuse, unauthorized modifications, or damage caused by improper installation or shipping are not covered.
For warranty claims, technical support, or any service inquiries, please contact us through the following channels:
Email: support@bistroboxvend.com
Support Portal: https://bistroboxvend.com/pages/support
Address change
Yes, you can modify your shipping address as long as your order has not been shipped yet. Please contact us as soon as possible with your order number and the new address.
Please contact our support team at support@bistroboxvend.com or submit a request through our support portal at https://bistroboxvend.com/pages/support with your order number and the updated shipping address. We will confirm the change and notify you once it is completed.
For Amazon orders, you may be able to update the address directly in your Amazon account if the order is still in the "Not Yet Shipped" status. If you are unable to change it yourself, please contact us and provide your order number and new address. Our operations team will assist in checking if the address can be updated before shipment.
For orders placed directly on our website, we can update the shipping address for you as long as the order has not yet been processed for shipment. Please submit your request with your order number and the updated address, and we will confirm once the change is completed.
Once an order has been shipped, we are unable to modify the shipping address. In this case, please contact the carrier directly using the tracking number provided to request a delivery address change or reschedule delivery. We can assist you in finding the carrier's contact information if needed. Please note that additional fees from the carrier may apply and will be your responsibility.
If the address change is requested before shipment, there is no additional fee. However, if the order has already been handed to the carrier, the carrier may charge a rerouting fee, which would be your responsibility.
Order cancellation
Yes, you can cancel your order as long as it has not been shipped yet. Please contact us as soon as possible with your order number and we will process the cancellation.
Please contact our support team at support@bistroboxvend.com or submit a request through our support portal at https://bistroboxvend.com/pages/support with your order number and cancellation request. We will confirm the cancellation and issue a refund once completed.
For Amazon orders, you may be able to cancel directly through your Amazon account if the order is still in the "Not Yet Shipped" status. If you are unable to cancel it yourself, please contact us and provide your order number. Our operations team will check if the order can still be canceled before shipment.
For orders placed directly on our website, we can cancel your order for you as long as it has not yet been processed for shipment. Please submit your request with your order number, and we will confirm once the cancellation and refund have been completed.
Once an order has been shipped, we are unable to cancel it. In this case, you may refuse delivery and request a refund once the item returns to us. Please note that return shipping costs may apply. For more details, please refer to our return policy or contact us for assistance.
Once your cancellation is confirmed, the refund will be processed within 7 business days. The timing depends on your payment provider or bank.
Shipping exceptions / Delivery issues
For Amazon orders, please check the tracking status in your Amazon account. For website orders, please check the tracking number in your shipping confirmation email. If the status shows "delayed" or "pending" for more than 2 business days beyond the estimated delivery date, please contact us at support@bistroboxvend.com with your order number. Our operations team will investigate with the carrier and get back to you within 2 business hours.
If a delivery attempt was unsuccessful, the carrier will usually leave a notice and make up to two additional attempts before returning the unit to us. You may also contact the carrier directly using the tracking number provided to reschedule delivery at a convenient time. If you need assistance or have questions, please reach out to us at support@bistroboxvend.com. Our operations team will follow up with you.
If your tracking shows "delivered" but you have not received the unit, please:
Check with your neighbors, building front desk, or any location where the carrier might have left the unit
Verify that the shipping address on your order is correct
Contact the carrier with your tracking number to confirm the exact delivery location
If the unit is still not located, please contact us at support@bistroboxvend.com with your order number and tracking details. We will open a case with the carrier and provide you with updates as we receive them. Resolution may take 7 business days depending on the carrier's investigation timeline. Please note that our team must initiate the case with the carrier on your behalf — we will handle the process and keep you informed throughout.