FAQ

I. Our Coffee & Freshness

  • Q: When is the coffee roasted?

    • A: To guarantee peak freshness, your custom coffee is roasted after you place your order. We never ship pre-roasted, warehoused beans.

  • Q: What is the shelf life of your packaged coffee?

    • A: Unopened in our sealed, airtight packaging, the coffee will remain fresh for 3-4 months from the roast date. Once opened, we recommend consuming the beans within 2 weeks for the optimal flavor experience.

  • Q: What is the best way to store the beans?

    • A: Store your coffee in an airtight container away from direct sunlight, heat, and moisture. Do not store them in the freezer, as this can negatively affect the flavor.

  • Q: How do I choose the right grind size?

    • A: For maximum flavor and longest shelf life, we recommend Whole Bean. We also offer a pre-ground option.

II. Ordering & Personalization

  • Q: How does the personalization process work?

    • A: On the product page, you select your coffee blend and grind size, and then you will be prompted to enter your custom message or design for the label/packaging. You can view a live preview before adding it to your cart.

  • Q: Is there a limit on the custom message?

    • A: Yes, the limit for the front label is 20 characters per line, with a maximum of 5 lines. For the back label, the limit is 250 characters per line, with a maximum of 15 lines. Please double-check the preview to ensure your message fits and is spelled correctly.

  • Q: Can I change or cancel my order after it’s placed?

    • A: Because we begin processing and roasting custom orders very quickly, you have a 1-hour window from the time of purchase to contact us to request changes or a cancellation. After this window, we cannot guarantee modifications.

  • Q: What payment methods do you accept?

    • A: We accept all major credit cards (Visa, Mastercard, Amex), PayPal, Apple Pay, and Google Pay.

III. Custom Designs, Corporate & Bulk Orders

  • Q: Can I use my own logo or design for a special event or corporate gift?

    • A: Absolutely! We offer full custom design services for corporate gifts, weddings, events, and special promotions that go beyond our standard personalization fields.

    • Please contact us directly at  sales@customcoffee.co to discuss your design specifications and file requirements.

  • Q: Do you offer discounts for bulk or corporate orders?

    • A: Yes. We offer tiered pricing for bulk purchases starting at a minimum order quantity (MOQ) of 50 units.

    • For a custom quote, please include the desired quantity, blend(s), and deadline in your email to [Your Dedicated Bulk/Custom Email].

  • Q: What is the lead time for a large corporate order?

    • A: Lead times vary based on the complexity of the custom design. Generally, please allow 2 to 5 days from final design approval for roasting, printing, and shipping. We recommend reaching out as early as possible for large-volume orders.

IV. Shipping & Delivery

  • Q: Where do you ship? Do you offer international delivery?

    • A: Currently, we only ship within the United States (including Alaska and Hawaii). We do not offer international shipping yet. We are actively working to find trusted international roasting and fulfillment partners to meet our high quality and printing standards globally.

  • Q: What is the total time it takes to receive my order?

    • A: Total time is Processing Time + Shipping Transit Time.

      • Processing Time: Please allow 2–3 business days for roasting, personalization, and packaging.

      • Transit Time: This depends on the method you select at checkout (Standard is typically 2–4 days).

      • You will receive a tracking number once your order is shipped.

  • Q: My package is lost/delayed. What do I do?

    • A: If your tracking hasn't updated in 7 business days, please contact us immediately. If tracking shows "Delivered" but you have not received it, please first check with neighbors and your local post office before contacting us to assist with a carrier claim.

V. Returns & Support

  • Q: What is your return and refund policy?

    • A: Due to the perishable nature of coffee and the customization of your package, all sales are final and non-refundable.

    • EXCEPTION: We will gladly replace or refund your order if the product is damaged during transit or if we made an error (e.g., sent the wrong blend or grind size). Please see our Returns & Exchange Policy page for full details on how to report an issue.

  • Q: How can I contact customer support?

    • A: Please email us at support@customcoffee.co or use the form on our Contact Us page. We aim to respond to all inquiries within 8 hours during our business hours.