FAQs

Nope. 

Like yourself, we are also human beings with feelings, and (like yourself) we tend to not respond favorably to people who are rude, threatening, entitled, unreasonable, and/or show a general lack of civility when making an inquiry or request with us...regardless of whether or not they make a purchase with us and/or have the level of self-awareness to realize their behavior.. 

Making a purchase with us (or any business big or small) does entitle you to any of the above, and If you tend to believe otherwise, we prefer you get your coffee from somewhere else.

Chargebacks not only cause merchants to lose the value of the sale, but they are also incurred a fee on top of the total loss of the sale. Our customer service and commitment to ensuring you have the best coffee/experience from us is such that there honestly would never be a reason for a customer to initiate a chargeback. This is of course predicated on the fact that the issue is actually communicated to us in a TIMELY manner, and we are given a REASONABLE amount of time to respond and try to make it right; particularly for issues out of our control, i.e. incorrectly provided/undeliverable shipping addresses, USPS delivery issues/errors, etc.

Any customer who decides to pursue a chargeback in spite of the above will be banned from further purchases on our site.

Because you're getting our 'extra special web customer' silver metallic ink bags! These are Docent's 'in-store' bags, and denote that those beans are directly from our roasters to you. We know they can be sometimes harder to read in certain lighting; however, this was somewhat the intent of the design and printing, as we want the coffee to be the focus and the design/embellishment secondary.

This is why our labels detailing the particular coffee are the first thing you notice when you look at our bags...because that's what's important.

We currently are roasting and fulfilling all web orders within 24 hours of receipt, and you will be notified via email as soon as it ships. Depending on when your order comes in (and where you are located), it typically will take from 2-5 business days to receive your order, but with current circumstances surrounding COVID (and around the holidays), orders can be significantly delayed and/or display inaccurate tracking info. Please be reasonable, rationale, and respectful should you encounter difficulties with your shipment, and we will do our best to ensure you receive your order. 

We unfortunately do not manage, control, or have any affect over the USPS once your order leaves our roastery. Therefore, any delays you may experience are beyond our sphere or control, and we kindly ask that your frustration and ire resulting from any delays be reserved for, and directed towards, the USPS.

We are happy to assist customers in tracking down packages, and/or trying to provide more information on their delivery status, so long as customers remain civil, reasonable, and rationale. We are people too after all :) 

Occasionally, USPS tracking info will state your package has been delivered, yet you still do not have it. We really don’t know why this occurs; however, 95% of the time it will actually arrive the next day or two. The other 5% it has likely been delivered to the wrong address or stolen, but because tracking states that it is delivered, we will need to start a claim for that delivery while we do what we can to make your order right. We ask that you allow for a few days to pass in either scenario before contacting us, as to allow for the package to actually be delivered.

Again, for all of these issues, please be patient. We have no ability to control or affect what the USPS does or does not do with your package once it is picked up from our facility. All we can do is work with you to help you track it down. 

USPS tracking is notoriously inaccurate and not updated properly. Often times (especially recently due to COVID and around holiday seasons), packages are picked up from the roastery, but are not scanned immediately; sometimes days. This can cause transit delays and/or tracking info unreflective of the packages actual location. 

All packages are shipped the day labels are created for them. So if you see "Label Created" in the tracking, your order has been received and the USPS possession of it...despite them not scanning it immediately.

If an order is undeliverable, or returned to us, due to an incorrect customer-provided address, we are unable to ship a new order free of charge. 

The USPS typically holds undeliverable mail at the delivering post office for 15 days before returning to us (if we ever actually get it returned). We recommend going to your local lost office (the same one that delivers your mail), provide them with the tracking number of your package, and claim your package explaining the situation.

Please visit the USPS website here for further details regarding undeliverable/missing mail.

Otherwise, there are two options from us:

- We can reship the order once we receive it. Please note that the coffee will likely be at least 2-3 weeks from the roast date once it reaches you.

- You can reorder

Due to the expiry nature of coffee, and our inability to ensure it is handled and/or prepared in the appropriate manner, we do not offer refunds on coffee beans with confirmed deliveries. There are simply too many variables out of our control that can contribute to you being dissatisfied with our product. Follow our brew guidelines though, and you should be quite pleased ;)

If you are dissatisfied with any non-coffee product you purchased through our online store, you may return the product within thirty (30) days of the date you received the product by contacting us, and following the shipping instructions we supply. After we receive your returned product, and determine that all of the required original packaging and unused portions are included, we will issue you a refund for the price you paid for the product (less any applicable shipping and handling charges). If you do not comply with the terms of this section, you will be ineligible to receive a refund.

If an order is undeliverable, or returned to us, due to an incorrect customer-provided address, we are unable to ship a new order free of charge. 

The USPS typically holds undeliverable mail at the delivering post office for 15 days before returning to us (if we ever actually get it returned). We recommend going to your local lost office (the same one that delivers your mail), provide them with the tracking number of your package, and claim your package explaining the situation.

Please visit the USPS website here for further details regarding undeliverable/missing mail.

Otherwise, there are two options from us:

- We can reship the order once we receive it. Please note that the coffee will likely be at least 2-3 weeks from the roast date once it reaches you.

- You can reorder

The quick and firm answer is no, but here are the reasons why:

- The arrival date provided to us by Aillio for our latest shipment of Bullets is only an estimate, and given the current import cargo realities due to supply chain constraints and port backups (average of 2-3 weeks), arrival of shipments is often delayed. Therefore, we don't really know a firm date we will have the Bullets until they clear customs and leave their port of entry.

- Given the above, we simply cannot give accurate 'to the day' information for your shipment. With dozens of individuals emailing us daily with same inquiry, you can see how this alone can become a full time job responding...with essentially no further detailed information. This is why we request, and require, all pre-order customers to be patient and wait for their fulfillment email and tracking info.

- Bullets will be shipped within 24-hours of receiving our latest shipment of units.