Customer Service Policy

Customer Service Policy
Introduction
This Customer Service Policy establishes the standards, communication channels, support scope, response expectations, customer responsibilities, and guidelines governing all customer support interactions between our team and website visitors and customers. This policy works alongside our Shipping Policy, Refund Policy, Privacy Policy, Terms of Purchase, and Terms of Use. All support communications are managed through our Contact page on the website. There is no telephone support channel available. All inquiries, including order support, product questions, brewing advice, shipping tracking concerns, return requests, refund questions, feedback, complaints, and privacy requests must be submitted via the Contact page messaging system. By submitting a support request through our Contact page, you agree to the terms laid out in this Customer Service Policy. Our customer service mission is built on the same core values that define our brand: passion, excellence, hospitality, inclusion, and fun. Our support team is trained to greet every customer with respect, patience, and genuine care. We aim to listen carefully to your questions, understand your situation fully, and provide helpful, clear, and accurate information. We strive to make every interaction feel welcoming, no matter if you are a brand-new visitor asking your first question about coffee, or a repeat customer needing help with an existing order. This document explains what our customer service team can assist with, what falls outside our support scope, response timeframes, communication expectations, customer responsibilities, complaint escalation procedures, feedback handling, and rules for respectful communication.

Support Communication Channel
Our official and only customer support channel is the Contact page form located on our website. We do not offer phone support, live instant chat support, social media direct message support, or SMS text message support. All requests must be submitted through the Contact page form. When you fill out the Contact form, please provide your full name, valid email address, and a detailed description of your question or issue. If your message relates to an existing order, always include your unique order number in your submission. Including your order number drastically speeds up our ability to locate your order details and assist you efficiently. If you have supporting files such as photos of damaged packages, screenshots of tracking errors, or images of defective products, you may attach those files to your Contact page submission when applicable. After you submit your Contact form message, our system will send an automated confirmation email to the address you entered. This confirmation email confirms that your message was successfully received and added to our support queue. The automated email is not a reply from a support agent, and it does not contain an answer to your question. It is simply proof of submission. Please check your spam or junk email folder if you do not receive the confirmation email within a few minutes after submitting the Contact form. Sometimes automated system emails are filtered by email providers into spam folders.

Response Time Expectations
Our customer service team operates Monday through Friday, excluding recognized holidays. Support messages are triaged and answered in the order they are received. We separate incoming messages into priority tiers to ensure urgent issues receive appropriate attention. Tier 1 high-priority messages include reports of lost packages, damaged goods, payment failures, suspected fraud, and urgent time-sensitive return requests. Tier 2 standard priority messages include tracking questions, return eligibility checks, refund status inquiries, product availability questions, shipping address updates before shipment, and general order help. Tier 3 low-priority messages are general coffee brewing questions, product recommendation requests, wholesale inquiries, partnership proposals, website feedback, and general informational questions.

Our standard response time goal is to reply to all support messages within 1 to 3 business days. High-priority urgent messages often receive replies faster, within 1 business day. During peak seasonal periods such as holiday shopping seasons, large promotion events, or unexpected high message volume, response times may extend up to 3 to 5 business days. We appreciate your patience during busy periods. We work through every message in our queue, and no valid customer message is ignored. Please do not send multiple duplicate Contact form submissions for the same issue. Sending repeated messages for the same inquiry creates duplicate tickets, slows down our queue, and delays our ability to respond to you and other customers. Submit one detailed message and wait for our agent to reply. If you have not received a reply after 5 business days, you may send one follow-up message referencing your original ticket number or original submission date.

Scope of Customer Support
Our customer service agents can assist you with the following categories of requests:
Order related help: Locate your order, confirm payment status, verify shipping address before shipment, modify order details while still in processing, cancel orders before carrier pickup, share tracking links, explain delivery estimates, assist with lost package investigations, help file damage claims for broken items received in transit, initiate return authorization requests, answer questions about refund status and refund timelines, and resolve billing discrepancies.
Product information: Answer questions about coffee flavor profiles, roast levels, bean origins, processing methods, shelf life and freshness storage recommendations, brewing gear specifications, product dimensions, material information, compatibility between brewing tools, gift set contents, product availability, restock timelines, and ingredient details.
Coffee education and brewing support: Share brewing tips, grind size guidance, recipe suggestions, troubleshooting advice for common brewing problems, recommendations for beginner-friendly coffee or gift suggestions for coffee lovers. Our team members are knowledgeable coffee enthusiasts, happy to share guidance to help you enjoy better coffee at home.
Shipping and customs questions: Explain our free worldwide shipping benefits, duty coverage details, processing times, transit estimates, tracking interpretation, address correction rules, returned package procedures, and carrier-related concerns.
Policy clarification: Explain our Shipping Policy, Refund Policy, Privacy Policy, Terms of Purchase, Terms of Use, and this Customer Service Policy, clarify policy rules, and help you understand how policies apply to your specific situation.
Feedback and compliments: Receive positive feedback, testimonials, suggestions for product additions, website improvements, and praise for our products or

team, enjoyed a particular coffee, or found our brewing guidance helpful, please let us know. Kind words help us understand what we are doing well and motivate our team to keep improving. You can submit feedback through our Contact page at any time. While we appreciate compliments, please understand that positive feedback does not guarantee future discounts, free products, or special treatment. We may use your feedback internally to improve training, refine our support process, or highlight examples of good customer experiences.

Complaints and Escalation

If you are unhappy with our service, your order experience, or any part of our website, we want to hear from you. We take complaints seriously and will work to resolve your issue fairly and transparently. Please submit your complaint through our Contact page, including all relevant details: order number, date of purchase, description of the issue, any supporting photos or screenshots, and the outcome you would like to achieve.

Once we receive your complaint, our team will acknowledge your message and begin an internal review. If the issue is complex, we may need additional time to investigate order records, carrier information, warehouse notes, or communication history. We will keep you informed of our progress. If you are not satisfied with the initial response, you may request escalation to a supervisor or senior team member. Escalated requests will receive a higher-priority review. We will provide a clear explanation of our final decision once the investigation is complete.

We expect complaints to be submitted respectfully. We will listen to your concerns, but we will not tolerate abusive language, harassment, threats, or repeated hostile messages. If a customer communicates in an abusive manner, we reserve the right to pause the conversation, require the customer to communicate in a respectful way, or limit further support if the behavior continues.

Order-Related Support Details

Order-related support is one of the most common reasons customers contact us. Our team can help you check order status, confirm whether payment has been processed, verify inventory, update shipping details before shipment, assist with cancellations, provide tracking numbers, and help investigate delayed or missing packages.

When you contact us about an order, please provide your order number as early as possible. The order number helps us locate your purchase quickly and reduces back-and-forth communication. If you do not have your order number, you can provide the email address used at checkout and the approximate date of purchase, but this may extend our response time.

If your package is delayed beyond the estimated delivery window, we can help you check tracking status and open an investigation with the carrier. Please note that carrier investigations take time, and we cannot force the carrier to provide faster results. We will keep you updated as new information becomes available.

Return and Refund Support

Our customer service team manages all return and refund requests. If you want to return a product, you must submit your request through our Contact page. We will review your request according to our Refund Policy. If your request is approved, we will send you return instructions, including the correct return address and any authorization reference you need to include on your package.

Our team can explain whether your product is eligible for return, what condition requirements apply, how to package the item for return, and what happens after we receive the product at our warehouse. We can also update you on refund status once inspection is complete. However, we cannot guarantee a refund simply because you requested one. All returns must meet our published eligibility criteria.

Product Information Support

Our team is trained to answer questions about coffee origins, roast levels, flavor profiles, processing methods, freshness, storage, brewing equipment, and gift options. We can help you choose coffee based on your taste preferences, suggest brewing methods, recommend grind settings, and explain how different brewing tools work.

We will provide honest product information. If we do not know the answer to a specific question, we will tell you and follow up after research. We will not make false claims about product performance, medical benefits, or guaranteed results.

Limitations of Support

Our customer service team has clear limits. We are not able to perform actions outside our operational control. We cannot speed up carrier delivery, override customs inspection times, force banks to post refunds faster, change local import laws, or promise delivery on a specific date. We also cannot offer medical advice, legal advice, financial advice, or professional guidance outside the scope of our published policies and product information.

We will not approve refunds outside our published return window, waive policy requirements without justification, or provide special exceptions that contradict our written terms. We may offer goodwill gestures in limited situations, but these are discretionary and do not create entitlement to future compensation.

Respectful Communication Standards

We are committed to providing friendly, patient, and professional support to every customer. In return, we expect all customers to communicate respectfully with our team. Harassment, threats, discriminatory remarks, vulgar language, repeated insults, and excessive hostile messaging are not acceptable.

If a customer violates communication standards, we may:

Issue a warning and request respectful communication.
Pause support until the customer can communicate appropriately.
Close the active support ticket.
Restrict future support access or ordering privileges.

We will document all incidents and maintain a record of communications for quality assurance and training purposes.

Customer Responsibilities

To help us serve you well, please:

Use our Contact page as the official support channel.
Provide accurate information, including order numbers, email addresses, and product details.
Submit one request per issue and avoid duplicate submissions.
Be patient while we investigate complex issues.
Communicate respectfully with our team.
Review our policies before contacting us for clarification.
Keep your account and contact information up to date.

Support for Accessibility

We work to make our website and support process accessible to all customers. If you need assistance using our Contact page, understanding our policies, or completing an order, please reach out through the Contact page and explain your needs. Our team will make reasonable efforts to assist you.

Recording and Monitoring

To ensure quality, improve training, and resolve disputes, support communications may be logged and stored in our customer relationship management system. We treat all customer information according to our Privacy Policy. We do not share your personal information with unrelated third parties.

Policy Updates

We may update this Customer Service Policy at any time. Updated versions will be published on our website. Your continued use of our Contact page and ordering services indicates acceptance of the current policy. If you have questions about support procedures, please contact us via our Contact page.