Refund policy
Return Policy
Please note: orders placed with incorrect grind settings will not be replaced under any circumstance.
As coffee and tea are perishable items, we regret that we cannot accommodate returns. However, in specific situations, we are happy to offer exchanges or store credit:
Your order does not live up to the hype. Within 7 days of purchase, please reach out to our customer support team via email at help@partnerscoffee.com or open a live chat. Our commitment is to ensure your utmost satisfaction, and we are dedicated to making sure we deliver an experience that exceeds your expectations.
The product arrives damaged. Due to damage incurred during shipping, an order may occasionally looking less than desirable - email us a photo to help@partnerscoffee.comor text +1 (833) 232-4907 and we will assist with a replacement or credit!
Your product never arrives. While we understand that delayed packages can be frustrating, unfortunately, we are unable to offer refunds or exchanges in such cases. If you do not see tracking details within 72 hours of placing your order, please feel free to reach out to us via email or text. We're more than happy to help!
In the rare event that your package doesn't arrive within 7 days of the expected delivery date, it may have gone missing. Let us know and we'll do everything we can to track it down.
Should your order still be missing after 10 days, we'll take the necessary steps to file a missing package report and work towards sending a replacement package. We appreciate your understanding and patience as we work to resolve any shipping-related issues.
Gift Cards or Subscriptions
We can not accept returns on subscriptions and/or gift cards – unless it falls into the categories above. We can not exchange gift cards between in-store and online use. You can turn your subscription off whenever you need too, or just email help@partnerscoffee.com or text us at +1 (833) 232-4907.
Equipment or Merchandise Issues
To be eligible for an exchange or credit on merchandise or equipment purchases, your item must be in the same condition that you received it and in the original packaging and can not have been used. You have ten days from the purchase date to return. We can not give you a credit for shipping costs and or the shipping cost to return the product unless the product is faulty. If there is an issue with the product you need to email us help@partnerscoffee.com or text us at +1 (844) 982-4038to discuss and we can work out the plan to get you happy.
In Cafe Purchases
If you are not happy with your beverage or food item, return it to the in-store staff at the time of visiting. Our team will be happy to remake it for you. If you purchase equipment, merchandise, coffee, tea or other items we have a five day return policy no questions asked, but… they must not be opened and/or damaged. If there is an issue with the product, again bring it back within five days and talk to the staff, they will sort the issue, and give you another … whatever it was that missed the mark. Make sure you have your receipt on your phone to prove you purchased from us.
Third-Party Purchasing
If you received your coffee from a Third Party Vendor we highly recommend reaching out to them directly for any returns or issues. We definitely want you to have the best experience with our coffee so feel free to email or text us but we are limited on troubleshooting issues that might occur outside of our control.
Our products sold at grocery stores and other cafes, from time to time may offer our products on sale or for a lower price based on inventory. We are unable to offer any price matching or refunds regarding this. However just a reminder when ordering directly through us, you'll receive the freshest roast possible (we roast to order!).
Severe Weather/ Holiday Shipping Delays
In cases of severe weather or holidays there may also be delays with shipping. Please note, our team is diligently working to roast and ship orders as soon as possible.
In many cases, we've noticed that some packages may show "pre-shipment" on a tracking page, but in reality, these orders have already been shipped.
As per above please feel free to email or text us if you do not see any updates within 7 days. Our team will review your case and we'll work hard to try and get another package shipped out to you as soon as possible.
Roasting Schedule/Shipping Expectations
We proudly roast-to-order to ensure you are getting the freshest coffee possible! But this does mean that when you purchase there will be an additional day or two between when your order ships. After that we estimate 3-10 business days before your order might arrive (depending on where you live!).
