WOULD YOU LIKE TO SERVE HEART COFFEE?
Our wholesale relationships are very important to us. We welcome those who share the same values as heart when it comes to coffee. We are looking for cafés, restaurants, and others who want to prepare & serve high quality coffee.
Q: I want to serve heart at my café/business, how do I get started?
A: Please fill out our wholesale contact form and a heart representative will get back to you!
Q: I’m interested in a job at heart, how do I apply?
A: We only hire Portland residents, so please feel free to drop your resume off in either of our café locations during regular business hours.
Q: Does heart donate product for events?
A: In some cases we do make donations in the form of coffee, gift cards, or merchandise. We have a quarterly limit. Email us at email@example.com and we’ll let you know if we can accommodate you.
Q: Do you serve food in your cafés?
A: Yes. We work with a select group of bakers and purveyors.
Q: Do you offer WiFi in your cafés?
A: Yes we have free WiFi during the week, but not on the weekends.
Q: Is your coffee fair trade and/or organic?
A: We do not purchase labeled “fair trade” coffee. All of our coffee is purchased well above the fair trade pricing (which is a very low price). Fair trade does not guarantee producer sustainability, farmer sustainability, or quality coffee. Some of our coffees are organic but we do not specifically seek out organic coffees, as we primarily focus on taste, quality, & clarity. We do not advertise the organically grown coffee as such, when we are offering it.
Q: What is the optimal time to drink your coffee after the roast date?
A: For filter (home coffee makers, pour overs, Aeropress, french press), we recommend brewing anywhere from 3-7 days off roast. The coffee can be brewed at a later date and will still taste delicious, but we have found our coffee shines best within a week off roast. For espresso, we recommend brewing between 7-14 days off roast. There is CO2 that is created in the roasting process and while this can be beneficial for other brewing methods, it can hinder brewing with an espresso machine.
Q: How fresh is my coffee when I receive it?
A: We currently roast Sunday-Thursday and ship on Monday, Tuesday, Thursday and Friday. We ship you the freshest coffee available, so depending on how you choose to ship it’s anywhere from 1-5 days off the roast date.
Q: Can you pre-grind my coffee?
A: We can! If you would like your coffee ground, please let us know what brewing system you need your coffee ground for, and we will happily grind it for you.
Q: My coffee tastes watery, what do I do?
A: If your coffee tastes watery, first make sure you have the right ratio of coffee to water. 1 part coffee to 16 parts water is a great place to start. You can also try one of the following at a time and see if it makes a difference:
Grind your coffee finer; Extend your brew time; Use hotter water.
Remember, it is very important to use a burr grinder. This will reduce the variance in coffee particle size and result in giving you a more even extraction.
Q: Why can’t I make coffee at home like the coffee I drink in your cafés?
A: We have a specific water filtration system, commercial grade burr grinders and other equipment, we use recipes and measure the extraction percentage with refractometers, the water is kept at a specific temperature each time we brew, all these things and more help us ensure consistency and a great cup of coffee in our cafés.
Q: Do you have brew recipes?
A: Yes, you can find them here.
Q: Why don’t you offer larger size bags?
A: We think it’s unnecessary to order in bulk bags unless you are a café, restaurant, or office. Coffee goes stale quickly if exposed to air, so unless you will be going through a 5lb bag in less than a week, we recommend you stick to the 12oz or 1lb. If you order coffee weekly and would like a better price, check out our coffee subscriptions!
Q: What day will my package ship?
A: We ship online orders Monday through Friday. If a major U.S. holiday falls on one of those days you can expect your coffee to go out the next available shipping day. The cut off time for getting your order in to ship the FOLLOWING day is 12pm. Examples: if you get your order in before 12pm on Monday, your package will ship on Tuesday; if you get your order in after 12pm on Thursday, your order will not ship until the following Monday. Note: Coffee Subscriptions only ship on Tuesday or Friday of each week.
Q: What kind of shipping should I choose for my order?
A: This depends on where you are and how fast you need your coffee. USPS Priority mail takes about 2-3 days to get anywhere in the U.S. however, their delivery times are not guaranteed and they do not deliver on Sunday. If choosing a FedEx option like express or 2 day shipping, keep in mind that these are business days and the weekends don’t count. For example, if you choose FedEx 2 day shipping and your package goes out Friday, your package will not arrive until the following Tuesday. Please see the color coded map below for FedEx Ground time in transit.
Q: I placed an order over a week ago, but haven’t received my package yet. Where is it?
A: First, check your tracking number that gets emailed to you upon shipping! If you chose to ship USPS and the tracking states that the package has been delivered, call your local post office. They can tell you what happened, often they have it there waiting to be claimed. If nobody claims the package, it sits at the warehouse, and we do not hear about it until it ships back to us 30 days later. If you chose to ship FedEx, check your tracking number and read the progress of the transit time. When there are severe weather warnings, shipping is often delayed. If this is the case, FedEx does not reimburse shipping costs, therefore, heart doesn’t reimburse for severe weather delays. If you live on the east coast and ship FedEx Ground, keep in mind that your package will take 5-6 business days to reach you… this means 7-8 days including the weekend. It is very important that you are proactive with missing or delayed packages. Once the package has left the facility, it is out of our hands. Please make sure your address is correct, there aren’t any weather delays, and that you select the fastest shipping option that works best for you!
Q: Do you offer free shipping?
A: We offer free shipping on orders of $65 or more within the United States.
Q: Where in the world do you ship?
A: We can ship coffee anywhere, but keep in mind that it is rather expensive to ship internationally. The recipient is responsible for paying all brokerage, duties, and taxes associated with international shipping.
Q: Is my package insured?
A: All packages are insured within the United States through USPS and FedEx. If your coffee is damaged upon arrival, we can ship you a new bag, no problem. Packages are only insured if they never show up, or the contents are damaged. Unfortunately it does not cover perishable items like coffee, and as long as it shows up (even if it takes a month) we cannot reimburse you.
Q: What is your return Policy?
A: For merchandise, apparel, and/or brew equipment purchases:
If merchandise, apparel, and/or brew equipment is broken or defective upon arrival, you may return or exchange the product within 30 days from purchase. If you want to make a return on merchandise, apparel, and/or brew equipment that is not broken or defective, the product must be unused, in its' original packaging and within 30 days from purchase. If we receive the product and it appears to be used you will not be refunded. Heart does not cover the return shipping cost for the product. For international packages, we are willing to replace merchandise damaged in transit. However, we would need the damaged goods returned and unfortunately we can not cover the shipping costs. Please contact coffee@heartroasters and a heart representative will get back to you with further information.
For coffee purchases:
We cannot guarantee refunds on coffee purchases. If you have purchased coffee beans from heart and are not satisfied or if you have purchased a coffee subscription and wish to cancel the remainder due to dissatisfaction, please email firstname.lastname@example.org and a heart representative will get back to you with further information.
Q: How would a coffee subscription work with shipping costs outside of the USA?
A: We only offer coffee subscriptions for those in North America. Please email us prior to placing your order, so we can take your order over the phone. We will adjust the cost of the subscription to accommodate the extra shipping charges.
Q: Where can I purchase heart coffee in my city or country?
A: Please feel free to email us at email@example.com to get more information.