We are a very small outfit of a few employees, and we do not typically reply to inquiries over the weekend. You can expect a response to inquiries typically within a few hours M-F 8am-5pm EST.

Please do not make multiple inquires between these times, or about the same issue, as it will not expedite a response.

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 not entitle you to any of the above, and If you tend to believe otherwise, we prefer you shop 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.

Currently we do not offer pickup.

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. 

Currently, we offer free shipping on any coffee order over $35, and to a location within the continental US (sorry Hawaii, Alaska, and outlying territories). Coffee and roasting equipment do not qualify for free shipping.

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 :) 

Currently, we only offer shipping in the US.

For the time being, we are utilizing the United States Postal Service (USPS) for our shipping, and we have implemented a flat-rate shipping structure (for orders under $35) in order to get you the least expensive shipping option possible, and the fastest delivery. We absorb a significant portion of the shipping cost in order to keep our products within your budget, and in your cups.

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 days. The other 5% it has likely been delivered to the wrong address or stolen, but because tracking states that it is delivered, we are unable to provide a replacement, as we do not know the true status of the order. We ask that you allow at least 10 days to pass from the mailing date before contacting us, as to allow for the package to actually be delivered...as it likely will be.

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. The fastest, and most effective, means of locating your package is to contact your delivering post office and let them know what is going on. They are able to pull GPS data from their delivery vehicles to determine where and when your package was actually delivered.

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.

The short answer is yes. However, we can only cancel orders prior to their fulfillment and/or shipment, as we roast to order all of our coffee, and generally turnaround all orders well within 24hours of them being placed.. This means if we have already begun roasting your order, we cannot cancel it. You can email us at support with a cancelation request should you need to cancel your order, and we will contact you ASAP with the status of your order. Please include your order number in the email

Yes, as long as your item has not yet been fulfilled and/or shipped. Please note that due to ever-changing inventories, your coffee, or item, may not be in stock. It is our policy to fulfill all items in stock and refund the difference for missing items.

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. Please note that customers are responsible for return shipping costs and proper packaging. 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. 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. 

- 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.

Currently, we do not have sufficient inventory of individual spare parts for sale.

No.

We require all support/warranty issues to be documented in writing via email initially, and/or via Aillio's support ticket system. If warranted, a video or audio call will be scheduled in order to resolve the issue with your Bullet.