Shipping & Returns Policy

Every order is roasted in small batches and shipped as fresh as we can get it to you. This policy explains how and when your order ships, what it costs, and what we do if something goes wrong.

1. Orders & Processing

  • Confirmation: You’ll get an order confirmation email as soon as your payment is authorized. If you don’t see it within an hour, check your spam folder or email us.
  • Roast & ship time: Coffee is roasted to order. Orders are roasted, packed, and shipped within 3 business days of being placed.
  • Daily cutoff: Orders placed after 2:00 PM Pacific Time are treated as received the next business day.
  • Business days: Monday–Friday, excluding US public holidays. We don’t roast or ship on weekends or holidays.
  • Payment methods: Visa, Mastercard, American Express, Discover, Apple Pay, Google Pay, Link by Stripe, and buy-now-pay-later financing through Klarna and Affirm.

Changes & Cancellations

Need to change or cancel? Email info@dukescoffeesroasters.com with your order number as soon as possible. We can usually make changes until your coffee goes into the roaster. Once an order has been roasted or shipped, it can’t be canceled or changed.

Check Your Address

Please double-check your shipping address at checkout. We ship to the address you provide and can’t redirect packages once they’re in transit. If a package is returned to us because of an incorrect or incomplete address, we’ll reship it once you’ve confirmed the correct address and paid the new shipping cost, or refund the order minus the original shipping cost.

2. Shipping

Carriers: USPS, UPS, and FedEx   •   Ships from: Upland, California, USA

Once your order ships, you’ll receive an email with a tracking number. Delivery within California typically takes about 3 business days after shipping. Delivery estimates come from the carrier and aren’t guaranteed.

Shipping Costs

Shipping costs are calculated at checkout based on your order and delivery address.

Where We Ship

We’re a small business, and we currently ship only to addresses within California. We don’t ship to PO Boxes, APO/FPO/DPO military addresses, or freight forwarders. We may cancel and refund orders that don’t meet these conditions.

Lost, Delayed, or Stolen Packages

  • Delayed: If tracking hasn’t updated in 7 business days, email us and we’ll open a trace with the carrier.
  • Marked delivered but not received: Please check with neighbors, your building’s mail room, and your household first, and wait 48 hours, since packages are sometimes scanned as delivered early. If it still hasn’t turned up, email us within 7 days of the delivery scan and we’ll work with the carrier to resolve it.
  • Lost in transit: If the carrier confirms a package is lost, we’ll send a replacement or issue a refund.
  • We’re not responsible for delays caused by carriers, weather, or other events outside our control, but we’ll always help you track things down.

3. Subscriptions (Subscribe & Save)

  • Subscriptions renew automatically and are charged on your selected schedule until you cancel.
  • You can skip, pause, change, or cancel anytime from your account page.
  • To avoid being charged for your next shipment, make changes at least 48 hours before your next renewal date.
  • The shipping and refund terms in this policy apply to every subscription shipment.

4. Returns, Refunds & Replacements

No Returns or Exchanges on Coffee

Coffee is a perishable food product, so we can’t accept returns or exchanges on coffee, opened or unopened. Please don’t send coffee back to us.

When Something Goes Wrong

We stand behind every bag. If your order arrives damaged, you received the wrong coffee, or there’s a quality problem (for example, a broken seal or torn bag), email us within 48 hours of delivery. Include your order number and a photo of the issue. Once we confirm the problem, we’ll send a replacement or issue a full refund, whichever you prefer. You don’t need to return the original item.

Not in love with a roast? Tell us. We’re a small roaster, and we’d rather help you find a coffee you enjoy.

Refunds

Refunds are issued when:

  • Your order arrived damaged, incorrect, or with a quality problem, as described above.
  • The carrier confirms your package was lost in transit.
  • You canceled your order before it was roasted.

How refunds work:

  • Once we approve your refund, we’ll send it to your original payment method within 5 business days.
  • Your bank or card issuer may take another 5–10 business days to post it.
  • If you paid with Klarna or Affirm, the refund goes to that provider, which will adjust your plan or balance under its own terms.
  • When a refund is due to our error or a lost package, we refund shipping charges in full.

Replacements

Replacements for damaged, incorrect, or lost orders ship at no cost to you. They go out on our normal roast schedule, within 3 business days of approval.

5. Contact

Questions about an order? We’re happy to help.

Email: info@dukescoffeesroasters.com   •   Response time: Within 1–2 business days

We may update this policy from time to time. The version posted on this page at the time of your order applies to that order.