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Retail Web Order FAQ

 
  1. How is my order roasted, packaged and shipped?
    • When is my coffee roasted?
    • Do you make 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?
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.

When is my coffee roasted? All coffee is roasted to order; it will be roasted on the next business day after it is ordered.
Do you make whole bean or ground coffee? We only ship whole bean coffees because we believe great coffees are at
their best 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 validation of our site, some internationally-issued credit and bank cards may not be 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.


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 may assess brokerage fees at the recipient's expense and may incur additional charges.

Flat Rate Shipping is not available for orders outside of the continental 48 states. Thank you for your understanding with regard to these limitations.


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 outside of the continental 48 states.
  • 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 guaranteeed transit time—within the continental 48 states at our discretion and does not apply to extended shipping options.
  • Flat Rate Shipping order 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, Flat Rate Shipping packages may be shipped via UPS Ground or held until the following business day at our discretion.
  • 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 packaged is returned to you?
In the instance that a shipment is returned to our facility or never delivered by the USPS or UPS due to the following reasons:
  • An incorrect address being supplied at the time of order
  • An insufficient address being supplied at the time of order
  • The package being unclaimed by the customer
  • The inability of a package to be forwarded

Counter Culture Coffee is not responsible, liable, or obligated to reship the package or refund the cost of the order. When a Return-to-Sender package is received, that same package may be reshipped provided the shipping charge is paid for in full by the customer. Upon receipt of a returned package, we will contact you to determine the reasoning for the return. Flat-rate shipping costs do not apply in these instances.


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.
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