Refund policy
Refund, Return, & Subscription Policies
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Returns Domestic:
During this unprecedented time and the nature of our products being fresh single origin imports and/or custom roasted food/grocery perishable products, returns are evaluated on a case-by-case basis in dialogue with the buyer. Since we provide fresh imports, and custom-roasting services, please consider your selections and cupping preferences carefully for your coffee enjoyment. We follow coffee industry policies and standards in cupping and do our best describing coffee notes, however we are not responsible for individual palates and returns on personal tastes are not accepted. Please make your selections carefully when ordering as we fulfill exactly as the order shows from the customer selection through checkout. Once an order has been placed by the customer through checkout, we are unable to make any changes to the customer’s order as it is brought over to the shipping queue for order assignment and fulfillment. If you need any assistance on your order and/or if you want some of our recommendations prior to order placement, please contact us at our customer service number, or chat with us Monday through Friday, and we will help you.
Return policy applies if there is an error in (the fulfillment of) shipping of the order. However, if there is ever a problem, please contact us within 14 days from the original date of purchase and we will do our absolute best to help you. All roasted orders are custom roasted M-F, and fulfilled as per customer selection(s); un-roasted orders are fulfilled as per customer selection(s). All products are from fresh current agricultural year imports. Please contact us at our customer service number 856-456-1400 (eastern USA, M-F) for quick assistance and prompt resolution within the 14 day time period as mentioned above and we will do our best to resolve your concern quickly. You may also want to chat with us M-F. Also, it is always best to reach out to us early if an error is made in ordering since customer orders go over very quickly to fulfillment queues.
To be eligible for a return due to an error in fulfillment: your item must be unused, whole beans in the original condition as received, ground coffee not acceptable, and in the original packaging. Please email us at contact@rhoadsroast-coffees.com within the 14 days of receiving your delivery. In your initial inquiry, please include your name, order number (proof of purchase), the items you would like to return, and the reason for the return. You may also contact us through our contact page through email or telephone, Monday-Friday, 11 AM-4 PM, Eastern. Please allow us 2 business days to review your request. While every customer's request is unique, we will provide you with the best customer service experience to fairly resolve your concern.
If you qualify for a return, a representative will reply with instructions on how to return the item. To receive a refund, the product(s) must be returned/shipped at the customer’s expense. Please include your original order ID in the return shipment, which allows us to recognize your return when it arrives at our facility. Free shipping exchanges are no longer provided due to the extreme high costs of current carrier rates.
Once a return shipment has been received, inspected, weighed, and checked, we will contact you via email and issue a refund for the returned items minus any discounts, promotional codes, or coupons used at the time of purchase. All refunds are exclusive of shipping costs, which are non-refundable and will be issued to the original form of payment used at the time of purchase, minus applicable 25 % re-stocking fees.
Any returns received due to a buyer's refusal will be charged back the original FREE USA shipping fee as well plus the return carrier fee, depending on the carrier return charges. All return refusals can be traced and verified via carrier satellite scans and documented on the customer’s account(s). This will also apply if the carrier is unable to deliver due to non-receipt, no parcel receptacle, filled box, no customer pick-up, unable to forward, vacant premises, incorrect address. If the carrier cannot deliver, their scans document this and are noted accordingly. It is the buyer's sole responsibility to provide us with an address that is 100% accurate and deliverable.
Returns International:
For our international customers, due to the grocery nature of our products, please be advised that all sales are final and we do not accept nor process any international exchanges or returns. International orders must have the correct address for shipping accurately with assigned carriers. If an incorrect or undeliverable international address is supplied, or if the package is refused or abandoned by the customer, the carrier will return the package to us. If this happens, we will apply a re-stocking fee 25% for the product, plus all return postage charges towards the buyer's net refund for any incorrect/delivery exception address given to us through check-out for fulfillment of international order(s). Also, buyer refusal of package(s) AND/OR failure of duties not paid by the buyer for fulfillment of an international order will also incur these charges if returned to us. Original shipping charges are not refundable so it is imperative that all international orders are placed with a 100% accurate shipping address in order to deliver and receive promptly.
Before ordering, please check your country's import policies, restrictions, regulations, and standards to ensure that coffee beans are allowed in as an import, to your country destination. If your country has specific restrictions, policies, standards, etc., please make sure that you comply before ordering.
Subscribe on time:
Over the past year, customers have asked for a smoother subscription experience with easier product swapping and more payment options. This new subscriptions portal was effective May 27, 2022. If you are a subscriber, you will need to re-order, and then re-subscribe for your product(s) of choice. There is FREE USA shipping < 20 lbs. sitewide for everyone, and subscribers have more control over their subscription management with secure checkout.
We have developed and launched a new structure to redefine the subscription experience in order to give customers more control over their subscriptions. We now offer easier product swapping, a faster load time, advanced subscription management with custom edits, and the option to add any product(s) to a subscription order at any time without incurring an additional subscription commitment. You can now subscribe with more payment options, such as traditional credit card, PayPal Express, Apple Pay, or Shop Pay (with carbon neutral delivery), giving customers better subscription experience. Also, you may subscribe as a guest or with your account. However, establishing an account is highly recommended in order to manage your subscriptions and historical purchase data for your future viewing.
Every customer has the option to select a subscription/recurring order for any product(s) site-wide, and choose various weekly and monthly intervals for your subscription; the intervals are 1-6, weeks or 1-4 months chosen by the customer. Acknowledgement at checkout verifies the subscription order.
In order to maintain accuracy, and to remind every subscription customer, an automated email is sent out to our subscription customers about 3 days prior to the scheduled fulfillment of your subscription/recurring order. It is vital that you review this subscription email promptly (within 48 hours of email receipt) so that you may make any product and/or quantity changes, swap out products, pause or cancel your subscription, change cc number and/or address data, and review vital information for the accuracy of your subscription. This email notification is the time to make your changes. Any changes can be made when logging into your account, choose "Manage Subscription" under Account Details, and then proceed further to review your subscription details. After 3 days from the original email notification receipt, the time has elapsed, subscription orders will immediately go into fulfillment, any changes cannot be made, and shipping will proceed as selected by the customer.
Effective January, 2023, please note that chat or email requests for us to change or modify a customer’s subscription method will not be processed any longer. Any changes to a customer’s subscription will need to be made by the customer so that the integrity of their account and security of their credit card and the financial gateway is maintained.
Refunds (if applicable)
Once your return is approved, 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 refund. 25% re-stocking fees apply.
If you are approved, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment, within a certain amount of days depending on your issuing bank.
Late or missing refunds (if applicable)
If you haven’t received a refund yet, first check your bank account again.
Then contact your credit card company, it may take some time before your refund is officially posted.
Next contact your bank. There is often some processing time before a refund is posted.
If you’ve done all of this and you still have not received your refund yet, please contact us at contact@rhoadsroast-coffees.com.
Sale items (if applicable)
Only regular priced items may be refunded, unfortunately sale or discounted items cannot be refunded.
Exchanges (if applicable)
We only replace or refund items if they are defective or damaged through our fulfillment process. Damaged items through the transit carrier should be directed to the carrier. Our product(s) are Q'cd 2 times and then to fulfillment where the product(s) are Q'cd 1 more time. Orders leave our facility completely intact and secure; the carrier is responsible for prompt and safe delivery of our products. We do not process exchanges any longer since our coffee commodities (both custom roasted and unroasted) are classified as grocery products. Plus, the high costs of carrier rates currently make it unaffordable to re-ship any exchanges. If you have a concern, question, etc., always feel free to send us an email at contact@rhoadsroast-coffees.com or contact our Customer Service number 856-456-1400 (eastern USA, M-F). You may also want to chat with us M-F. We always strive to work out a reasonable solution for our customers.
Shipping
To return your product, you should mail your product to: RhoadsRoast Coffees, Receiving Department, 103 Huntington Drive, Building B, Hammonton, New Jersey USA 08037
You will be responsible for paying for your own shipping costs for returning your item. Shipping costs are non-refundable. Please allow ample time for delivery.
If you are shipping an item over $50 USD, you should consider using a traceable shipping service or purchasing shipping insurance. We don’t guarantee that we will receive your returned item.
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