Refund policy

Refund & Replacement Policy

Because Acuity Coffee products are prepared and roasted to order, we generally cannot accept returns of coffee or other consumable products. However, if there is a problem with your order, we want to help make it right.

Damaged or Incorrect Orders

If your order arrives damaged or you receive an incorrect product due to a fulfillment error, please contact Acuity Coffee as soon as possible.

Please include:

• Your order number
• A description of the issue
• Photos of the product and packaging, when applicable

Once the issue is verified, an appropriate replacement will be arranged at no additional cost to you.

Please Do Not Return Coffee

For food-safety reasons, coffee and other consumable products should not be mailed back to Acuity Coffee or our fulfillment partner unless you are specifically instructed otherwise.

Customer Ordering Errors

Please review your order carefully before submitting it.

If an incorrect product, quantity, grind, shipping address, or other option was selected when the order was placed, contact us immediately. Because orders can enter fulfillment quickly, changes or cancellations cannot be guaranteed once processing has begun.

Costs associated with replacing or reshipping an order due to incorrect information supplied by the customer may be the customer's responsibility.

Lost Packages

If tracking indicates that your package has not been delivered or appears to have been lost while in transit, contact us so the shipment can be reviewed with the carrier.

Packages Marked Delivered

Once a shipping carrier confirms a package as Delivered, responsibility for the package transfers to the recipient.

If your package is marked Delivered but cannot be located, please check around the delivery location, with household members or neighbors, and contact the carrier or local post office. We also recommend allowing up to 24 hours in case the carrier's delivery scan occurred before final placement.

Acuity Coffee cannot guarantee a refund or replacement for packages that have been confirmed as delivered and are subsequently lost or stolen.

Refunds

Refund requests are reviewed individually. If a refund is approved, it will be issued to the original payment method. Processing times after a refund is issued may vary depending on your bank or payment provider.

Need Help With an Order?

Please use our Contact page and include your order number and a description of the issue. We will review your request and respond as soon as possible.