Frequently Asked Questions / Terms of Service
Counter Culture's mission is to source, roast, and deliver the most exquisite, freshest coffee in the world. We have – and always will – roast to order. From all of us, thank you for your support and passion for exceptional coffee. We love to hear from our customers, so please don't hesitate to send us an email at info@counterculturecoffee.com or call us at (888) 238-5282.
Our headquarters and training centers do not function as retail locations. And, we do not offer local pick up. Thanks!
Refund Policy
We hope you enjoy our coffees as much as we do. We do our best to describe the characteristics of each coffee, and we stand by the quality of every single batch we roast. We also recognize that tastes differ, and that when someone takes a chance on something new, he or she might not love what they choose.
Our overarching goal is to bring you, our customers, the best coffee experiences possible, and we do our best to ensure that you are satisfied with your purchases.
Because we roast to order, the following rules apply:
- We will refund the cost of up to two 12 oz. bags of a single selection per order.
- To receive a refund, unused portions of coffees must be returned at the customer's expense.
- Shipping costs may not be refunded.
- Refunds will be honored up to 30 days after roast date, but not afterward.
To report errors or process a return, please contact us info@counterculturecoffee.com or 888.238.5282 x123.
General Order Information
- All coffees are shipped in 12 oz. one-way valve bags for freshness, unless otherwise noted.
- Standard orders received by midnight will be shipped the following business day.
- Standard orders received Friday-Sunday will be shipped the following Monday.
- We cannot offer order scheduling for standard orders.
- All coffee ships within one day of roasting.
- We ship only whole bean coffees, because we believe great coffees are at their best within 30 minutes of grinding.
- We currently accept Visa, Mastercard, American Express, and Discover.
- Because of the validation requirements of our site, some internationally issued credit and bank cards may not be accepted.
- Please email info@counterculturecoffee.com if you need additional information or help resolving a payment issue.
Shipping
- Standard orders received by midnight will be shipped the following business day.
- Standard orders received Friday-Sunday will be shipped the following Monday.
- We do not ship orders outside of the US and Canada. *Shipping to Canada/orders are temporarily suspended. Sorry for the inconvenience.
- Shipping to Canada is available via UPS, which may assess brokerage fees at the recipient's expense and may incur additional charges. *Shipping to Canada/orders are temporarily suspended. Sorry for the inconvenience.
- Flat Rate Shipping is not available for orders outside of the contiguous 48 states. Thank you for your understanding with regard to these limitations.
- Please provide a physical mailing address with Flat Rate Shipping orders.
- Our Flat Rate Shipping offer is valid for UPS Ground, USPS Priority Mail, or comparable service – without explicit or implied guaranteed transit time – within the contiguous 48 states at our discretion and does not apply to expedited shipping options.
- Flat Rate Shipping orders of 4 or fewer 12 oz. bags generally ship – without explicit or implied guaranteed transit time – via USPS Priority Mail or comparable service, while larger orders generally ship via UPS Ground.
- On Federal Holidays, when the USPS is closed, all Flat Rate Shipping packages will be shipped via UPS Ground.
- Please check your shipping information for errors if your order is eligible for our flat rate shipping offer and this option is unavailable during checkout.
- View a map of estimated UPS Ground order shipping time in transit.
