Roasting, Shipping & Payment
When will my order be roasted and shipped?
We roast for Online orders Monday/Wednesday/Friday. Unless the coffee lists a special roast date, your retail order will be roasted the next Monday, Wednesday, or Friday following your order. Orders placed before 11:00AM CST on Monday, Wednesday, or Friday will be roasted the same day as ordered. Coffees will be shipped within 2 days of roasting
Can I buy green coffee?
We do not sell green coffee.
Do you ship International?
Yes, we ship worldwide. If you have trouble placing an international order, send an email to firstname.lastname@example.org and we will create a custom invoice for you. We work with several shipping carriers and seek the most cost effective shipping options for our customers.
Do you offer certified organic coffee?
We do not currently offer any Organic certified coffees. Green coffees imported to Hawaii must be fumigated before entry to protect the local coffee industry from pests and diseases. Some of the coffees we purchase may be from from Organic certified farms but we cannot label the as such after fumigation.
What are your shipping options?
Orders with two or more 12oz bags are shipped via USPS Priority and are usually received within 2-4 days post shipment. Orders containing only one 12oz bag are shipped USPS First Class and can take up to 5 days post shipment. USPS Priority and First Class shipping are available at Standard USPS rates.
Expedited shipping options with FedEX are available for an extra charge.
What forms of payment do you accept?
We accept Visa, Mastercard, Discover, American Express and Paypal payments.
Can I change or cancel my order?
We are happy to accommodate (to the best of our abilities) requests to change or cancel orders as long as the request is received by 11:00am CST on production day. Please email email@example.com for these types on inquiries.
Do you have a military discount?
Yes. Please email firstname.lastname@example.org and be prepared to confirm your military status.
Company & Facility
Where is your roastery located?
We roast and fulfill all of our coffee orders in Hilo, Hawai'i.
What type of roasting equipment do you use?
We roast in small batches using A Diedrich IR12 roasting machine
What if I just don't like the coffee I receive?
We source an array of the top specialty coffees worldwide that appeal to an array of different palates.
If at any point you have difficulty brewing, or just appreciating one of our roasted coffees, no problem. Shoot us an email within 5 days of receiving your coffee and we'll help you find the correct brew settings for your coffee, or give you a credit (minus actual shipping costs) on your next purchase. Yep, we're a Satisfaction Guarantee coffee company!
Please note, our Satisfaction Guarantee only applies to U.S. orders of roasted coffees, and you must contact us within 5 days of receiving the coffees. Credits do not include actual shipping fees, which may be different from posted shipping fees.
I loved your ____ coffee. But now it’s gone. What happened to it?
Our commitment to you is to serve exceptional, fresh-roasted coffees. And part of being exceptional means roasting before the flavors inherent in the green bean begin to fade, which happens over time.
Like apples and pumpkins, coffee is a seasonal agricultural product and each country has a different harvesting cycle in which coffees are at their peak. If we were to insist on serving a single origin all year long, the flavors in that coffee would be noticeably better one half of the year over the other. So the reason you no longer see that coffee you loved is because the optimal season has passed. For more on seasonality in coffees, see this blog post here.
Will it be back?
Hopefully so. If it was a popular product or we receive customer requests, we will make every attempt to bring it back. However, please note that coffees from a certain producer may not taste the same year after year.
If you loved a coffee and no longer see it listed, shoot us an email and ask us what is similar. We’d be happy to provide a personal recommendation.
What taste preferences influence your selection, and what else goes into choosing your coffees?
We aim for balance and completeness along with differentiation and distinction. You shouldn't need to be a professional coffee taster to tell the coffees a part, so, when we’re selecting coffees, we want them to be distinct from each other.
We avoid ”one-trick pony” type coffees, such as Ethiopians with great aroma but no body or acidity, or coffees with good aroma and acidity but lacking sweetness. These elements, which are often reflections of the growing conditions, are harmonized through good roasting.
And, obviously, defects — even subtle defects — influence our selection. Since we live and work at origin, we’re sensitive to coffee defects like “past crop”, pulpy, and naturals that border on over-ferment. With naturals, we’ll only carry these when great examples are available.
What elements influence your roasting?
Our perspective on roasting is similar: we seek balance and distinction. To expect that a coffee is “best” when roasted to some pre-determined degree (i.e. only light roasting or only dark roasting) is analogous to thinking that each person would look best in the same outfit, or each coffee should be grown in the same way. We believe it’s our job to discover the roast degree which best highlights outstanding qualities in each coffee.