FREQUENTLY ASKED QUESTIONS

WHEN IS MY COFFEE ROASTED?

Acuity Coffee is roasted to order. Instead of pulling coffee from months of pre-roasted inventory, our roasting partner prepares, roasts, packages, and labels your coffee after your order is placed.

This process helps us provide freshly roasted coffee while avoiding unnecessary finished inventory.

HOW LONG DOES IT TAKE FOR MY ORDER TO SHIP?

Please allow approximately 2–5 business days for roasting, packaging, and order processing.

Once your order ships, delivery generally takes an additional 1–5 business days, depending on your location and the shipping carrier.

You will receive tracking information when your order is prepared for shipment.

WHICH SHIPPING CARRIERS DO YOU USE?

Orders may be shipped using USPS, UPS, or FedEx, depending on the order and destination.

Because our coffee is prepared and roasted to order, expedited shipping is not currently available.

WHERE DOES ACUITY COFFEE SHIP?

At launch, Acuity Coffee ships within the United States.

Keeping our initial shipping area domestic allows us to provide a more predictable customer experience as we establish and grow the brand.

WHAT IF MY ORDER ARRIVES DAMAGED OR INCORRECT?

We want you to receive what you ordered.

If your order arrives damaged or you receive an incorrect product, grind, label, quantity, or other fulfillment error, please contact us as soon as possible.

Include your order number, a description of the issue, and photos when applicable. We'll review the problem and determine the appropriate replacement, refund, or other resolution.

Please do not return coffee unless we specifically instruct you to do so.

WHAT IF MY PACKAGE IS LOST BEFORE DELIVERY?

If your tracking information stops updating or your package appears to be lost while still in transit, contact us with your order number and tracking information.

We'll help review the shipment and determine the appropriate next steps with the shipping carrier.

WHAT IF TRACKING SAYS MY PACKAGE WAS DELIVERED, BUT I CAN'T FIND IT?

If tracking shows your order as delivered but you can't locate it, first check your mailbox, porch, parcel locker, side or rear doors, and other possible delivery locations. We also recommend checking with household members and neighbors.

Please allow 24 hours, as carriers occasionally scan packages as delivered before the package actually arrives.

If the package still hasn't appeared, contact the shipping carrier or your local post office using your tracking number. They may be able to provide additional delivery information or help determine where the package was left.

Once a shipping carrier confirms an order as Delivered, Acuity Coffee cannot guarantee replacement or refund of packages that are subsequently missing, lost, or stolen.

However, you're still welcome to contact us. We'll do our best to help you determine the appropriate next steps.

Customers concerned about package security should consider using a secure delivery location whenever possible.

CAN I RETURN COFFEE?

Because coffee is a consumable food product, we generally cannot accept physical returns of coffee.

If there is a problem with your order, please don't ship the coffee back unless we specifically ask you to do so.

Instead, contact us with your order number and details about the problem. We'll review the situation and determine whether a replacement, refund, or other resolution is appropriate.

WHAT IF I ORDER THE WRONG COFFEE, SIZE, OR GRIND?

Because each order is prepared specifically for the customer, please carefully review your coffee, size, quantity, and grind selection before completing checkout.

If you realize you've made a mistake after placing your order, contact us as quickly as possible.

We'll make every reasonable effort to help, but once an order has entered roasting, packaging, or fulfillment, we may not be able to change or cancel it.

CAN I CANCEL AN ORDER?

Contact us as soon as possible if you need to cancel an order.

Because our products are prepared and roasted to order, cancellation is not guaranteed once fulfillment has begun.

If we're able to stop the order before it enters production or fulfillment, we'll let you know.

DO YOU OFFER SUBSCRIPTIONS?

Subscription options are planned for eligible Acuity Coffee products.

Subscriptions will make it possible to have your favorite coffee delivered automatically without placing a new order every time.

Available frequencies, pricing, discounts, and subscription-management options will be displayed before you subscribe.

CAN I CHANGE OR CANCEL A SUBSCRIPTION?

Yes. Customers will be able to manage eligible subscriptions according to the subscription terms displayed when the service launches.

We'll provide complete instructions for changing, skipping, pausing, or canceling recurring orders before subscriptions become available.

DO YOU OFFER COFFEE FOR BUSINESSES, OFFICES, OR ORGANIZATIONS?

Yes.

Acuity Coffee plans to offer larger-format and recurring coffee options for businesses, offices, stations, teams, organizations, and other groups that keep coffee on hand.

Visit our Business Orders page to tell us what you need.

Whether you're looking for an occasional larger order or recurring coffee for your crew, we'd like to hear from you.

DO YOU SELL TEA?

Yes. Tea is part of the Acuity brand and will be added as we expand our product lineup.

Product availability will be shown in the store as new items are introduced.

WHERE CAN I FIND INFORMATION ABOUT A SPECIFIC COFFEE?

Each product page will provide the information applicable to that coffee, including available roast, origin or blend information, tasting notes, sizes, and grind options.

Available options vary by product, so check the individual product page before ordering.

HOW DO I CONTACT ACUITY COFFEE?

Visit our Contact Us page and send us a message through the contact form.

For questions about an existing order, please include your order number so we can assist you as quickly as possible.