Returns & Shipping

Coffee Policy 

1. Where do you ship?
We ship orders worldwide.
2. What are your shipping times?
We have a daily pick-up from USPS at 2pm Central Time and a UPS pick-up (Monday through Friday only) at 3pm Central Time.
3. Do you accept returns?

Returned coffee is not accepted as it is a perishable item, unless there was an issue such as a damaged delivery.  Ground shipping is not refunded unless our shipping department was at fault and your order arrived damaged.Time is of the essence. If you receive your order and notice the order is damaged you must contact us within 48 hours for an exchange. No exchanges or returns will be accepted after 48 hours.

 

4. What if the order never arrives?
If the coffee was never delivered we will verify status through the shipment tracking number. If the tracking number shows delivery we will not refund the order total or offer a replacement. For further information on this policy please review our Terms & Conditions.
5. How long is coffee good for? Does coffee expire?
How to make it stay fresh longer?
That depends on what type of coffee you have. All coffee should be stored long term between 50 and 70 degrees Fahrenheit, at about 30 to 50 percent humidity. If you have green coffee beans they should be stored to the open air (example, burlap bag) and are good to roast for 2 to 4 years, depending on humidity. Keep them dry and away from water and sunlight. Roasted coffee beans should be kept in an air tight container, as well as ground coffee. You can store roasted coffees without much flavor loss for about a year unopened, or 2 years in the freezer. Coffee is still good past these dates if kept properly, but flavor fades away quickly over time. Once you open roasted beans or ground coffee you should plan to use it up within a week for the best flavor. That is why it is always best to buy small amounts instead of 5 or 10 pound packages.
6. What are the shipping costs for your products?
International shipping charges are based on weight and are the least expensive option via USPS(United States Postal Service). We do not charge for shipping to the USA.
7. What is the average shipping time for when a customer places an order?
Orders ship within 5-7 business days and are shipped via Ground.
8. How can I contact somebody from Pug Coffee?
Please send us an email at contact@pugcoffee.com or through our Chat in the bottom right corner.
9. How can I cancel an order?
Please send us an email at contact@pugcoffee.com. or notify us through Chat that you need to cancel an order. You must cancel within 12 hours of placement of the order.
Merchandise

Return Policy

Any claims for misprinted/damaged/defective items must be submitted within 2 weeks after the product has been received. For packages lost in transit, all claims must be submitted no later than 2 weeks after the estimated delivery date. Claims deemed an error on our part are covered at our expense.

If you notice an issue on the products or anything else on the order, please submit a problem report via contact@pugcoffee.com and reference your order number.

Wrong Address – If a customer provides an address that is considered insufficient by the courier, the shipment will be returned to our facility. You will be liable for reshipment costs once we have confirmed an updated address with you.

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