CoffeeRoast Co. will ship orders as soon as possible in the order they are received. If you purchase multiple items, they will be shipped to you based on lead time and availability. This way you get as much of your order as soon as possible, which means that your order may come in separate packages, especially if you order products from different brands.
We will pay shipping for products returned due to product defect, misrepresentation, or false description. Afterward, we will initiate a full reimbursement should you decline an offer to replace the item with the same item of equal value and assured quality.
Order Confirmation:
As soon as you place your order with CoffeeRoast Co. you will receive an order confirmation e-mail. This means that your order has been logged in our system and your credit card has been pre-authorized for the purchase. We then work with our partners to confirm and prepare your order for shipment. If any item you order is on backorder or unavailable for whatever reason, we will cancel the credit card authorization and duly inform you via e-mail.
Order Shipment:
Orders are shipped within five business days from the date you place your order unless specified otherwise on the product page. The product page will contain the most accurate estimate on shipping and lead times. Shipping and lead times provided on the product page are our best estimates based various factors including order volume, information from our partners, shipping issues, customs holds for products that come from outside the US, etc., and may vary due to these factors.
You will receive an email containing the tracking information of your order after the order has been shipped to your location. If you do not receive tracking information from us within seven business days of the lead time specified on the product page, feel free to follow up with us at support@coffeeroastco.com.
International Orders:
When you place an order from outside the United States, it's important to ensure that the product can be legally brought into your country. As the recipient, you become the importer of record and must adhere to the laws and regulations of your country. International orders might incur import taxes, customs duties, and fees once they arrive in your country. These additional costs for clearing customs are your responsibility. Ultimate Direction has no influence over these fees and cannot predict their amount.
Please note that customs, duties, and taxes are not refundable. If you refuse a shipment due to unexpected import fees, neither the original shipping cost nor any return shipping charges will be refunded. Customs policies differ across countries, so it's advisable to contact your local customs office for detailed information. Be aware that customs clearance procedures can sometimes lead to delivery delays.
To minimize any potential delays in customs, we recommend:
Once a shipment for an order outside of the United States has left our or our manufacturing partners' custody, the product is released from CoffeeRoast Co's responsibility. Please ensure that all of your shipping information is as accurate as possible to avoid any potential shipping issues or lost orders.
Damages:
We will take full responsibility for any obvious damage to your product caused by packaging or delivery of an already defective product. Please carefully inspect the packaging of your item(s) when they arrive, if you notice any damage or defects, you should document them when signing for delivery. If the item(s) contained in the package arrives damaged, please send photos to support@coffeeroastco.com, and we will process an insurance claim on your behalf.
Returns and Cancellation Policy:
We back all our products with a customer satisfaction guarantee, so we've created a fair return and cancellation policy.
In most cases, once the order is processed, it is final and not cancellable as many of our products particularly including but not limited to coffee roasters, are custom manufactured to order. Requests for returns/exchanges after the item has been delivered will be evaluated on a case by case basis. Any return or cancellation request is subject to an administrative and cancellation fee equal to 10% of your order with a minimum of $50.
Before returning any product, you MUST obtain a return authorization from a Coffee Roast Co. customer service representative. We can only process AUTHORIZED returns for items.
To make a Return or Exchanges:
Return or exchanges request submission must be within 14 calendar days upon receipt of shipment unless noted otherwise on the product description page. Your return must be in original packaging and unused.
We encourage using USPS flat-rate shipping in returning products to receive a shipping expense refund. Buyers must ensure all returned parcels delivery receipt AND signature confirmation. We highly recommend insuring your parcel as we cannot issue a refund for an item that we do not receive back should it get lost/damaged during transit.
Refunds:
Should an item be returned because it was defective, misrepresented, not as described, etc., CoffeeRoast Co. will issue a full refund and will reimburse the customer for all shipping expenses associated with the return.
Please allow 5-10 business days from the time the returned item is received to process a refund. Refunds will only be issued to the original form of payment that you used when placing your order.
We stand behind our products 100%!
By purchasing any of our products, the buyer certifies they have read and agree to our shipping, return, and privacy policies.
