Shipping, Refunds, and Replacements
I need to cancel an order that just processed - what should I do?
Send us an email (firstname.lastname@example.org) with the order confirmation number (or reply to your order confirmation email) as soon as you decide to cancel your order! We can only cancel orders that have not yet shipped.
What is your refund/return policy?
Refunds and replacements for lost or damaged orders can be made within 6 months from the order date. After 6 months, an order is no longer eligible for a refund or a replacement.
We cannot accept returns for consumable products and will not provide refunds for returned coffee. We can provide a refund for other items, such as mugs and pour-overs, as long as they are returned in new condition - unwashed and in their original packaging. Shipping fees are non-refundable.
Are tracking numbers available/why doesn't my tracking number work?
When your order ships, you will receive a confirmation email with tracking info. These sometimes get snagged by spam folders, so be sure to check there if you believe your order should have already shipped. Once an order ships, it can take a day or two for the tracking page to update with new information. You can track your shipment at https://www.ups.com/track.
My order never showed up! Where is it?
Typically, orders will arrive to their final destination 1-2 weeks after they are shipped. If your coffee seems to be taking too long to get to you, don't worry! Our replacement policy covers lost packages. We can reship or refund lost orders up to 6 months after the order is processed (charged). Please email us at email@example.com for assistance with a replacement or refund request.
For replacements to be sent in the case of a lost package, we will need you to re-confirm your shipping address so we know this was not the cause for your order being returned or mis-delivered. Please note, there will be a $6 reshipment fee for any orders that need a change of address.
How do I know if my order is lost?
We estimate that shipments will arrive to the final destination 7-10 business days (1-2 weeks) after the order leaves our warehouse. These orders include tracking capabilities with Standard Shipping through UPS Mail Innovations, so you should be able to keep an eye on the package's progress through the UPS Tracking page.
For US orders, we can issue a replacement or a refund for the items if the tracking for the package has either 1) stalled for 10 consecutive business days, or 2) shows "delivered" but is not found in/on/near the mailbox or door within 3 business days.
For orders shipping to Canada, we estimate that shipments will arrive within a similar timeframe as U.S. orders. However, shipments may need to clear Customs so please allow a few extra business days (10-14 business days) to allow for this process when determining if your order has been delayed or lost in transit.
I received a damaged item. How do I get a replacement or refund?
If your bag of coffee or other Awesome Coffee Club product is broken, torn, or otherwise damaged in transit, send us an email (firstname.lastname@example.org) and let us know. We’ll ship a replacement to the same address and you’ll receive a confirmation email when the replacement is shipped.