Frequently asked questions
QUESTIONS ABOUT A PRODUCT
General product questions
The Product I Received Looks Different Than What I Ordered!
Many manufacturers change or update their packaging without notifying their retailers. Please verify that the product is not simply the same product, only labeled differently.
Items included as part of a bundle, or as a “Gift with Purchase” may be substituted at our discretion prior to shipment.
If you purchased a specific product but confirmed that what you received is different than that ordered, contact a member of our Customer Service team immediately to report the discrepancy.
Coffee and consumables
How Fresh Is the Coffee You Sell?
All coffee sold as new and shipped within one week of its initial roast date.
The Coffee I’ve Purchased Tastes Bad
Frequently, customers will start exploring our large selection of coffee without fully understanding how different preparation and brewing techniques affect the final product.
Coffee is a grocery product and is not eligible for return.
As taste is a very individual preference, we strongly advise trying the smallest available size of any coffee variety before purchasing multi-packs or bulk quantities. Each unit of a given coffee is representative of that product’s flavor profile as a whole.
Why is My Coffee Packaged the Way It Is?
Coffee is packaged in a few standard styles:
Loose, heat-sealed bag (Ground and Whole Bean)
While the techniques for roasting a coffee doesn’t typically change, manufacturers frequently alter how they package their product. If you believe you were sent a product different than what you originally ordered, please see “The Product I Received Looks Different Than What I Ordered!”
My Bag of Whole Bean Coffee is not Vacuum Sealed or is Puffed Up!
Whole Bean Coffee is, by design, packaged loose and not vacuum sealed. Once roasted, un-ground coffee beans will naturally release gasses even while sitting unused. Most bags feature a small one-way “breather valve” that allows air out of the packaging.
While the normal rigors of shipping can often press the air out of this breather valve such that it arrives in a tight brick-like form, this will not adversely affect the quality of drinks brewed.
How do I store my Coffee?
Coffee is best stored in a cool, dark and dry place. Once opened for use, reseal using the tin-tie to minimize direct exposure to light and flowing air.
My Coffee Arrived Damaged!
While we make every attempt to protect the contents of your order, coffee can be punctured while in transit to you.
In most cases, damage to a coffee’s packaging is superficial and causes no adverse effects on the brewed drink, as it remained fully sealed from our warehouse to when it was shipped to your home.
If the grounds or beans have fallen out of their container into the shipping box, please contact Customer Service to report the damaged merchandise.
Ordering parts for my espresso machine/grinder
Over time, wear and tear parts of your espresso machine or grinder will need to be replaced after enough regular use. Additionally, accidental damages or failures sustained by your machine can often be remedied by replacing worn out parts with new ones.
How do I Know Which Part to Order?
To ensure that you receive the correct part, either identify it by Part Number on a manufacturers’ parts diagram for the machine, or review your needs and receive a recommendation from a member of our Technical Support Team.
I Received the Wrong Part. What do I do?
If you believe that you have received a different part than the one you ordered, the first step is to contact a member of our Technical Support department.
In the event that the correct product was ordered but the incorrect product was shipped, we will attempt to recover and replace the part.
In the event that you ordered the wrong product for your machine, you will be responsible for replacing it with the correct part.
Can I Return a Part I Ordered?
Parts are not eligible for return or exchange. There are no exceptions to this policy.