Refund, Return, Subscription Policy
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. 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.
To be eligible for a return: 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 firstname.lastname@example.org within the14 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 that were used at the time of purchase; 25% re-stocking fees apply. All refunds are exclusive of shipping costs, which are non-refundable. All refunds will be issued to the original form of payment used at the time of purchase.
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 returns. All international orders must have the correct address for shipping with assigned carriers. If an incorrect or undeliverable international address is supplied, the carrier will return the package to us. If this happens, we will apply a re-stocking fee of 25% for the product plus postage return charges due to an incorrect/exception address given to us; failure of duties paid by the buyer on fulfillment of an international order will also incur these charges if returned to us.
Prior to ordering, please check your country's import policies, regulations, and standards to ensure that coffee beans are allowed in as an import and if certain restrictions apply in-country destination. If your country has specific restrictions, policies, standards, etc., please make sure that you comply prior to ordering.
Our new subscription program is a worry-free recurring order that is placed by a customer. 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. Our subscription program now has easier product swapping, more payment options, custom edits, & the option to add any single product(s) to a subscription order @ any time without an additional subscription commitment. In order to have a subscription, you must create an account on the web-site with a valid email address so that our encrypted financial gateway may maintain your coffee selections and provide you with historical purchase data. FREE USA shipping is a subscription savings. Discount codes no longer apply. 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 anticipated fulfillment of your subscription/recurring order. It is vital that you review this subscription email promptly so that you may make changes, swap out products, pause or cancel your subscription, change cc number or address data, or any pertinent information for your subscription... this email notification is the time to make your changes. Changes can be made when logging into your account and choose "Manage Subscription" under Account Details. Once the time has elapsed as noted within the email notification, subscription/recurring orders will immediately go into fulfillment and any changes cannot be made.
Refunds (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 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 email@example.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 firstname.lastname@example.org or contact our Customer Service number 856-456-1400 (eastern USA, M-F). You may also want to chat with us M-F.
To return your product, you should mail your product to: 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 $75, you should consider using a traceable shipping service or purchasing shipping insurance. We don’t guarantee that we will receive your returned item.