You are here

Retail Web Order FAQ

 

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. Below are some common questions regarding our coffees and how ordering works:
 

  1. How is my order roasted, packaged and shipped?
    • When is my coffee roasted?
    • Do you ship whole bean or ground coffee?
    • What size bag does your coffee come in?
    • When will my order ship?
    • Can I schedule a future order?
  2. What payment methods do you accept?
  3. Can I get a refund?
  4. Where will you ship orders?
  5. What is Flat Rate Shipping?
  6. What happens if my packaged is returned to you?


1) How is my order roasted, packaged, and shipped?
  • When is my coffee roasted? All coffee is roasted to order and will be roasted on the next business day after the order is placed. For example, if an order is placed on Monday, it would roast and ship Tuesday. If ordered on Friday, it would roast and ship on the following Monday.
  • Do you ship whole bean or ground coffee? We only ship whole bean coffees because it helps maintain freshness and we believe great coffees are at their best when brewed within 30 minutes of grinding.
  • What size bag does your coffee come in? All our coffees are shipped in 12 oz. one-way valve bags for freshness, unless otherwise noted.
  • When will my order ship? Standard orders received by midnight, Eastern Standard Time, will be shipped the following business day. Standard orders received Friday–Sunday will be shipped the following Monday.
  • Can I schedule a future order? We cannot offer order scheduling for standard orders.

2) What payment methods do you accept?
We currently accept Visa, Mastercard, American Express, and Discover. Because of the card validation requirements of our site, internationally-issued credit and bank cards, excluding those issued in Canada, are not accepted. Please email retail@counterculturecoffee.com for help resolving a payment issue.


3) Can I get a refund?
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 request a return, please contact us at retail@counterculturecoffee.com, including your order number and which coffee(s) you would like to return and why.
What if I purchased at a coffee shop/grocery store/restaurant?
If you are unhappy with a coffee purchased somewhere other than our webstore, first contact the original vendor for a return or exchange. If no resolution is achieved, please reach out to us and we will do our best to accommodate.


4) Where will you ship orders?
We ship coffees and wares throughout the United States and Canada. Shipping to Canada is handled through UPS, which will assess brokerage fees at the recipient's expense and may incur additional charges.


5) What is Flat Rate Shipping?
Flat Rate shipping allows you to pay one flat fee for shipping regardless of the quantity of items you order. We will then determine the appropriate shipping method to use to deliver your coffee. The following restrictions do apply:
  • Flat Rate Shipping is not available for orders being shipped to Canada.
  • Please provide a physical mailing address if possible with Flat Rate Shipping orders.
  • If you receive packages at a PO Box, you must choose flat rate shipping.
  • Orders shipped under the Flat Rate Shipping offer will be shipped via USPS Priority Mail, UPS Ground, or comparable service—without explicit or implied guaranteed transit time—within the United States and to APO/DPO addresses 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 but Counter Culture Coffee is operating, Flat Rate Shipping packages will be roasted and prepared as normal but will be held and shipped the following business day.
  • 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.


6) What happens if my package is never delivered or is returned to you?
If your package has gone missing or has been returned to us, please contact us and we will do our best to resolve the issue in the most appropriate manner possible. We have no way of know about these issues unless we are notified and we are more than willing to work toward a mutually beneficial solution when these errors occur.

If you have a question that is not answered in this section, please email retail@counterculturecoffee.com or check out the Contact Us page for more information.
Recent Updates:
As our point-person for retail customer support at Counter Culture and having worked as a barista for 5 years—most recently at Jubala Coffee in Raleigh, NC—I have fielded questions about how to make better coffee at home many, many times. I could spend hours outlining the variables that go into...
Thirty-six coffee professionals from around the country participated in the United States Barista Championships in Atlanta last weekend (April 14–17), a competition presented by the Specialty Coffee Association of America and the Barista Guild of America. Lemuel Butler, Counter Culture Coffee...
We wish all the competitors at the 2016 United States Coffee Championships (USCC) the best of luck! This year, there are 10 competitors in the finals of the USCC using Counter Culture Coffee. We asked them 5 questions to get to know more about the baristas and brewers behind the bar. Here is a...
At Counter Culture, we talk a lot about transparency and partnership in relation to how we buy coffee. Both are essential to improving the quality and sustainability of the coffees we purchase in direct ways: Transparency builds trust and trust helps us build the partnerships that make continuous...
A few weeks ago, I was part of a meeting with other coffee roasters in which one company kept referring to producers as "suppliers." In a strict definitional sense that's true, but the word "suppliers" struck me as negative. I think part of that has to do with my past—I interned in college for a...