This Customer Service Policy explains how to reach us, what to expect when you do, and how we handle the questions and issues that come up most often. It applies to every customer, regardless of location. Our goal is not to sound helpful on a page. Our goal is to actually be helpful when you write to us, and to be honest about what we can and cannot do.

The fastest way to reach us is through the Contact page. Messages sent through that page are routed to our support team and tracked so that nothing gets lost. Please include your order number when your question relates to an order, and include a clear description of the issue. If photographs would help, attach them. If you have already tried a step that did not work, say so, because that saves a round of messages. We read every message in the order it arrives, and we do not use automated replies that pretend to be a person.

We aim to respond to every message within two business days. Business days are Monday through Friday, excluding public holidays observed by our team. During peak periods, such as major promotional events or holiday shopping seasons, responses may take longer than two business days. If that happens, we will post a notice on the Contact page so that you know before you write rather than after you wait. If you have not heard from us within three business days, check your spam folder, then write again. We would rather receive a duplicate message than have you waiting in silence.

We handle questions about orders, shipping, returns, refunds, product use, and site problems. For order questions, include your order number and the email address used at checkout. For shipping questions, include your order number and your tracking number if you have one. For return and refund questions, read our Refund Policy first, then write with your order number and a short description of what you want to do. For product use questions, describe what you are trying to make and what result you are getting, and we will give you specific guidance rather than a generic link. For site problems, describe what you were doing when the problem occurred, what you expected, and what happened instead, and include your browser and device type if you can.

We do not ask for payment information by email, and we do not ask you to click a link to pay a fee. Shipping is free on every order, we cover the relevant duties, taxes, and customs fees, and there is no charge you need to pay after checkout. If you receive a message that appears to come from us and asks for payment, treat it as fraudulent and report it to us through the Contact page. We will never ask you to send card details in a message, and we will never ask you to install software to receive a refund.

We handle complaints seriously. If something went wrong, tell us what happened and what outcome you are looking for. We will investigate, explain what we found, and propose a resolution. If our first proposal does not work for you, say so and explain why. We will keep working toward a fair outcome. We do not require you to accept a partial remedy when a full one is appropriate, and we do not make refunds conditional on removing a negative review or on keeping a complaint private. If you are not satisfied with how a complaint was handled, ask for it to be escalated, and a second person will review the case.

We support the product after purchase. If you are not getting the cup you expected, write to us with details and we will help you troubleshoot. Common issues include grind size, water temperature, stirring, and press speed, and each has a specific fix. If the product itself is defective, we will replace it or refund it in accordance with our Refund Policy. If you need a replacement part, contact us and we will tell you what is available. We do not require you to buy a new unit to fix a problem with an existing one.

We support returns and refunds as described in our Refund Policy. You have sixty days from delivery to request a return, and refunds are issued within five to ten days after the returned item is received and inspected. All refunds are in US dollars and go to the original payment method. If you have a question about the status of a return or a refund, include your order number and the date you shipped the return, and we will check the record and give you a specific update rather than a general statement.

We support shipping as described in our Shipping Policy. Orders ship within one to three business days, estimated delivery is six to twelve days, and shipping is free with duties and fees covered by us. If your order has not arrived within the estimate, write to us and we will check the tracking, contact the carrier if needed, and give you a realistic update. If a package is confirmed lost, we will reship or refund it at no cost to you. You will not be asked to file a carrier claim yourself.

We treat your information as described in our Privacy Policy. We collect only what we need to process orders, provide support, and improve the site. We do not sell personal information. You can ask us what we hold, request correction or deletion, and unsubscribe from marketing at any time. To make a privacy request, contact us through the Contact page with enough detail to identify your record.

We ask for a few things in return. Please be direct about the issue and the outcome you want. Please include your order number. Please do not send the same question through multiple channels at once, because duplicate threads slow us down. Please do not ship a return before receiving instructions, because returns without a reference number are hard to match to an order. Please treat our team with the same courtesy you expect. We will not tolerate abusive language, threats, or harassment, and we may end a conversation that becomes abusive after giving a clear warning.

We keep records of support conversations so that we can resolve issues consistently and improve our service. These records are handled under our Privacy Policy. If you want a summary of a conversation, ask and we will provide one. If you believe a record is inaccurate, tell us and we will review it.

This Customer Service Policy should be read together with our Shipping Policy, Refund Policy, Privacy Policy, Terms of Use, and Terms of Purchase. Nothing in this policy limits your rights under applicable consumer protection law. If any part of this page conflicts with a right you have under the law where you live, that right prevails. We update this page when our support process changes, and the version in effect at the time you contact us is the version that applies. If you have a question that this page does not answer, contact us through the Contact page and we will give you a direct answer.