Refund policy

We roast every bag for you, so we want every one to land well. When something goes wrong, we'll make it right. Here's how.

No returns, no hassle

Coffee is food, so we can't take it back once it has left us, opened or not. You never need to send anything back: tell us what happened and we'll take it from there.

Damaged, wrong or missing items

If your coffee arrives damaged, you got the wrong coffee, roast or grind, or something is missing from your order, write to us within 30 days of delivery. Include your order number and, for damage, a photo. We'll send a replacement or refund it, whichever you prefer.

Lost on the way

If tracking hasn't moved for 7 days, or your order is 5 business days past its estimated delivery date, write to us within 30 days of that estimate. We'll check with the carrier, then send a replacement or refund your order, whichever you prefer.

Marked delivered, but not there

Packages marked delivered sometimes turn up a day or two later, or at a neighbor's or in the mailroom. Give it 2 days and take a look around. If it's still missing, write to us and we'll send a replacement, once per customer, and take it up with the carrier ourselves.

Not your cup of coffee

If a coffee just isn't for you, tell us within 30 days of delivery what you didn't love. We'll send a different coffee or refund that bag, your pick. We can do this once per customer.

Canceling an order

Write to [email protected] as soon as you can. We can cancel an order and refund it in full until we start roasting it or hand it to our roasting partner. After that it's being roasted for you and can't be canceled, but everything above still applies once it arrives.

For Scheduled flights, our Scheduled flights policy explains how to skip or cancel before a charge.

How refunds are paid

• Refunds go back the way you paid: to your card, and any Miles you used come back as Miles.
• When we refund a whole order, the Miles it earned are taken back, as our Terms of use explain.
• Card refunds usually show up within 5 to 10 business days, depending on your bank.
• If we made the mistake, we refund the shipping too.

Contact us

Write to [email protected] with your order number and tell us what happened.