WE SHIP USPS AND FEDEX. BOTH ARE EXPERIENCING DELAYS. YOUR PACKAGE MAY BE DELAYED DUE TO HIGH VOLUME AND STAFFING SHORTAGES. PLEASE BE PATIENT AS THE DELIVERY WORKERS ARE DOING THE BEST THEY CAN. WE APPRECIATE YOUR SUPPORT AND UNDERSTANDING. HEART IS NOT RESPONSIBLE FOR DELAYED PACKAGES.
We ship freshly roasted coffee Monday - Friday. Get your order in by 12pm PST on weekdays and have your coffee shipped the next day (Monday-Thursday). Orders placed between Thursday 12pm PST through Sunday 12pm PST ship Monday.
We do not ship on U.S. federally recognized holidays.
Delayed, Lost or Stolen Packages
We will do our best to help troubleshoot with you, but we cannot control what happens when your package leaves the roasting facility. Once the package has been picked up, it is out of our hands.
Holidays, severe weather, carrier staff shortage and high package volumes are causing delays in package transit time.
As a small business, we are unable to absorb the costs of packages being lost in transit. We cannot refund orders that are marked as delivered with a tracking number, even if a customer is stating they haven’t received the package.
A claim should be filed with USPS, with that information here
For FedEx claims, please email us at firstname.lastname@example.org
When checking out, *Please make sure your address is correct!*
If you realize the address is incorrect and it is less than 24 hours after you have placed the order, please let us know the correct address right away by emailing: email@example.com
After 24 hours, we cannot make changes to orders since it will have already shipped. We cannot reship an order placed that was sent to the wrong address.
The recipient is responsible for paying all brokerage, duties and taxes associated with international shipping.
For merchandise, apparel, and/or brew equipment:
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, the shipping costs are the responsibility of the customer. Please contact firstname.lastname@example.org 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 email@example.com and a heart representative will get back to you with further information.
Thank you for your patience and support!
Is your coffee fair trade and/or organic?
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.
What is the optimal time to drink your coffee after the roast date?
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.
How fresh is my coffee when I receive it?
We currently roast Sunday-Friday and ship Monday-Friday. We ship you the freshest coffee available, so depending on the selected shipping method, it’s anywhere from 1-5 days off the roast date when you receive it.
Can you grind my coffee?
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.
My coffee tastes watery, what do I do?
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.
Why can't I make coffee at home like the coffee I drink in your cafés?
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.
Check out our BREW RECIPES.