Frequently Asked Questions
Customer Support
How can I contact customer support?
You can reach our customer support via email or live chat through our website. Our contact details are also available on the 'Contact’ page.
What are your customer support hours?
Our customer support team is available from 9 AM to 5 PM EST, Monday through Friday.
Product Information
What types of coffee do you offer?
We currently offer a variety of coffee blends, which include an espresso and decaf option, to cater to different tastes and preferences.
Do you have decaf and espresso options?
Yes, we provide both a decaffeinated option for our customers who prefer less caffeine, and a robust espresso blend for those who enjoy a stronger brew.
Are your coffees organic?
We currently source coffees from farmers that adhere to the best growing and harvesting practices for their coffees, however we do not currently carry a USDA Organic certification at this time.
Where do you source your coffee beans from?
Our coffee beans are sourced from several regions known for their quality coffee production, which currently include Nicaragua, Guatemala, Colombia, and Brazil.
Is your coffee specialty grade?
All of our coffees are Specialty Grade, as determined by the SCA (Specialty Coffee Association). The SCA considers coffee specialty grade if it scores 80 or higher on the SCA’s 100-point coffee cupping scale.
Is your coffee mold free?
Our coffees are 3rd party tested, and undergo rigorous quality checks to ensure they meet strict health standards before they reach your cup.
Are your coffees Non-GMO?
Yes, all of our coffees are Non-GMO.
How should I store my coffee to keep it fresh?
Each of our coffee bags are designed with a pocket zipper closure designed to lock in freshness. After each use, make sure to expel as much air as possible before resealing the bag. For the best taste, we recommend using the coffee within 30 days of opening each bag.
Ordering Process
How do I place an order?
You can place an order directly through our website by selecting your coffee, choosing whole bean or ground, and adding item(s) to your cart before proceeding to checkout.
What payment methods do you accept?
We accept all major credit cards, PayPal, Amazon Pay, Apple Pay, Google Pay, and Shop Pay.
Is it safe to use my credit card on your website?
Yes, our website uses SSL encryption to protect your data and ensure that your credit card information is secure.
Can I change or cancel my order after placing it?
Orders can typically be changed or canceled within a few hours of placement before they are processed for shipping. Please reach out to our customer service team to request a change.
Do you offer subscriptions or recurring orders?
Yes! Please visit our subscription page for more information.
Shipping
Do you ship internationally?
We only ship domestically within the United States currently. However we are working to expand our shipping capabilities to include international destinations. Please check our shipping policy for more information.
How long does shipping take?
Domestic orders typically arrive within 3-7 business days.
What are the shipping costs?
Shipping costs vary based on the weight of the order and the shipping destination, which can be determined at checkout. We offer free domestic shipping on orders over $50.
How can I track my order?
Once your order is shipped, you will receive a tracking number via email that you can use to track your package online. You can also track your order through your account portal.
Returns and Exchanges
What is your return policy?
Please refer to our return policy here.
How do I return a product?
Please contact our customer support team to verify if your product is eligible for a return. If your product is confirmed as eligible for return, our customer support will guide you through the necessary steps to initiate the return, including where to send the item and how to package it.
How long does it take to get a refund?
Refunds typically take 7-10 business days to process after we receive the returned goods.
What should I do if my order is damaged upon arrival?
If your order arrives damaged, please take a photo of the damage and contact our customer support immediately. We will arrange for a replacement or refund.
Sustainability and Ethics
What sustainability practices do you follow in sourcing and production?
Our coffees are responsibly sourced, and we work closely with importer partners who have cultivated relationships with farms and cooperatives abroad over the past 30 years. We pay premium pricing for specialty grade coffee that allows for sustainability within the entire supply chain. By doing so, we aim to support and contribute to a more equitable coffee industry. We also actively work to minimize our carbon footprint throughout our supply chain.
Brew Tips and Recommendations
Do you provide guidelines for brewing the perfect cup of coffee?
Yes, our website features a brewing guide section where you can find detailed instructions and tips for various brewing methods.
Promotions and Loyalty
How can I find out about upcoming promotions or discounts?
Sign up for our SMS notifications and follow us on social media to get updates on promotions, new products, and exclusive discounts.
Account Management
How do I create an account on your website?
You can create an account by clicking on the 'Account' link on our homepage and filling out the registration form.
What are the benefits of having an account with you?
Having an account allows you to check out faster, save multiple shipping addresses, access your order history, and manage your subscription preferences.
How can I update my account details?
You can update your account details by logging into your account on our website and navigating to the account settings section.
How can I reset my account password?
You can reset your password by clicking on the 'Forgot Password' link on the login page and following the instructions to set a new password.
