Frequently Asked Questions
Please find below answers to common questions. You can always reach us for more specific queries.
Ordering & Shipping
I just placed an order, how can I check if it went through?
Most internet orders enter our system immediately. If you sign in to your account, you should see the order placed and its status. You will receive two email confirmations for each order placed. The first email should arrive within 2 hours and confirms receipt of your order. It provides you with a confirmation number you can use to check the status. The second email is sent the moment your product is shipped and provides you with your package’s tracking number. You can click the “Order tracking” link on our website’s footer, enter your order number and track your package. If you have not received an email containing your order confirmation information within 2 hours, check your junk mail folders. If you still can’t find our email, contact our customer service department at firstname.lastname@example.org.
When will my order arrive?
Once received, your order will be processed and delivered within the next seven business days.
How much do I need to pay for shipping?
Please look at our detailed shipping rates which vary according to your location within USA or Canada.
Can I make changes to my order?
If your order is processing, we can still make changes to it. Just email us at email@example.com. However, if the order has already been picked up by our carrier, we cannot make changes.
How do I request a receipt or get a copy of my order invoice?Advanced
You can print a receipt of your order off the order confirmation page. If you require an additional invoice, you can sign-in to your account, click on your order number and click on the “print” button. Or you can write to firstname.lastname@example.org and we’ll gladly provide it.
What if I’m not satisfied with my order, my order was not received, or if it was damaged or incorrect?
Providing exceptional products and personalized customer service is of out-most importance to us. We guarantee the freshness of our coffees for up to one year. If you’re not completely satisfied with your order, we’ll replace, refund, credit or offer a comparable option if the original product is not available. Just email us at email@example.com.
I have a coupon, how do I use it?
If you have a valid coupon, you can type the coupon code in the corresponding box on your basket page and proceed with the checkout process. You will be able to double check that the coupon has been applied when you reach your order summary page, before placing it. Please, take into account that coupons cannot be applied in combination with some of our promotions and specials.
How can I get a promotion or coupon code?
You can receive a coupon code by sharing your birthday information. Just send an email with your full name, email and birthday and we’ll send you a gift coupon on your birthday month. We also share coupons with our loyal base of customers when possible.
What if I forgot my password?
Do not worry. Click to sign in to your account, identify yourself as a returning customer and click on “forgot password?” We will send you an email with a link that you will need to follow and set a new password.
How can I change my password?
Just sign in to your account, click on Account Details and select My Settings to make any changes.
How can I change my credit card information or add a new card?
Sign in to your account. Under Account Details you’ll be able to modify, add, delete or change any payment information.
How do I unsubscribe to your email list?
Sign in to your account. Under Account Details you’ll be able to modify any email preferences.