Ordering & Shipping
Keeping Our Ship in Shape
At Kahvé Koffee, we take pride in making your online shopping experience as streamline as possible by providing you with the information you need to make the best purchasing decisions. Still, no matter how thorough we try to be with the information on our site, we realize there may be areas that need to be clarified or addressed. Kahvé customer service is always happy to hear from you to answer any questions you may have concerning your order or our policies. Since we are familiar with the most frequently asked questions on this subject, we have listed some of our answers to save you time. Of course, should you not see your questions listed here or need further explanation, please don't hesitate to contact us directly. We will get back to you with an answer as soon as possible. Your satisfaction is always our number one priority.
Here are a few of our most frequently asked questions and answers:
Q. How is my order shipped? What will it cost? When will it arrive?
A. Your continental US order will be shipped via ground transport (UPS or Fed Ex Ground). Please refer to the below shipping rates for a basic breakdown of standard US shipping and handling charges. Please allow 4 to 7 business days for arrival within the continental United States (orders close to our home town of Boston may arrive as early as 2 business days). Please note: We do not ship to P.O. Boxes - please provide a street address. Orders not within the continental US cannot be ordered directly online and are considered special orders. Please contact us via email regarding a shipping quote for other US territories. For email requested orders outside the continental U.S., arrival time and rates will depend upon the destination and International transportation rates and customs fees will apply and are your sole responsibility. We do not calculate or prepay International rates shipping for you. You are responsible for the arrangement, cost of transportation, fees and customs. We prefer and have had success with our customers outside the US who contract with their own reshipping service who they pay and arrange for themselves. First they email us their order so we can create and email them an invoice for the coffee and/ or tea only. They then pre-wire us the cost of the coffee/tea only. Once the wire has cleared, we process and pack up the order. We give you the box size, weight and value of your shipment information to give to your reshipper so you can then provide us with the required UPS shipping labels and documents to go along with your order. We will email you when your order is ready to be picked up by our local UPS. Any additional shipping/custom charges that may occur later are your responsibility. We do not sign personal responsibility on any international shipping documents. Please note that we have found it is not cost effective to ship outside of the continental US, especially where custom fees are involved, unless your order is large enough to offset the shipping and customs costs. Repeat large orders may also be eligible for discounts. We currently have loyal customers in both China and Japan who have had success for many years using their own reshippers in this way.
If you have further questions, please email us at firstname.lastname@example.org.
GROUND SHIPPING & HANDLING RATES
- Up to $25.00: $8.95
- $25.01 to $40.00: $10.95
- $40.01 to $55.00: $12.95
- $55.01 to $70.00: $14.95
- $70.01 to $ $100.00: $16.95
- $100.01 to $150.00: $18.95
- $150.01 & above: 14% of merchandise total
Q. What kind of payment does Kahvé Koffee except?
A. We accept Visa, Master Card, American Express and Discover.
Q. Will I have to pay sales tax on my purchases?
A. No, not currently on food items.
Q. What if I want to change or cancel my Club Kahvé membership?
A. As a member of Club Kahvé, you can expect to receive our freshly roasted coffee and/or Harney tea conveniently delivered to your front door according to the selection and schedule you chose when you signed up. The type, frequency and quantity are controlled entirely by you to suit your needs. You can change or cancel your membership at any time by contacting customer service at email@example.com. Please allow enough time prior to your next automatic shipment so as to ensure that we are able to execute your requests without interruption of service. And as a special courtesy to our customers, should you need to be away for a prolonged period of time, contact customer service ahead of time to temporarily suspend your order.
Please note that prices are subject to general website changes and you will be notified ahead of time should that happen for your pre-approval to continue service.
Q. How do you keep the coffee fresh in transit?
A. We take freshness seriously. Our coffee is roasted to order and shipped within 24 hours. Our bags are made of a durable material that protects the coffee from sunlight and oxygen. Plus, the one-way valves on all our bags ensure that your coffee retains that just roasted freshness by allowing gases produced during roasting to escape but preventing air or oxygen from entering the bag.
Q. What if my order arrives either damaged or incorrect?
A. We take pride in our attention to detail and always strive for perfection in both our products and service to you. Our shipments are hand packed and then carefully inspected before leaving our warehouses. In the event, though, that your order was somehow fulfilled incorrectly or damaged in transport, please contact customer service immediately by phone or email. We will be happy to correct or replace any erroneous orders.
Q. What is your return policy?
A. We do not accept any returns on consumable items for obvious freshness and sanitary reasons even if they are unopened. That would include all coffees, teas, and cocoa. Email us first for approval and directions on how to return. You can either receive an exchange or a credit back to your account.
Q. What is the best way to order and / or contact you?
A. You can order easily online. We do not take phone orders. You can contact us with questions by sending us an email. If you are writing or emailing us with a question about your order, please include your full name, and the best way for us to contact you. We will get back to you as quickly as possible.
By email: firstname.lastname@example.org
Mail: 25 Dunstan St.
Newton, MA 02465