Return and Refund Policy

Thanks for shopping at solaicoffee.com!  Shipping Policy/Risk of Loss  At Solai Coffee, we make every effort to prepare, pack and ship all orders (for in-stock items) within 1-3 business days of orders being placed through www.solaicoffee.com. Orders placed after 2 PM EST on Thursdays will not ship until the following Monday when roasting resumes for the week. Due to roasting schedules, we are unable to hold orders to be delivered at a later date. Our business hours of operation are 8 AM – 4:30 PM (EST) Monday – Friday, excluding national holidays.  For orders shipped using Standard Shipping*, please allow 5-7 business days for Standard Delivery once your order has shipped from our facility and been processed by the carrier. Orders may arrive sooner than the Standard Delivery date range (indicated above), and tracking information will be sent via email after packaging and processing at our facility is complete. Please allow up to 48 hours for your tracking link to become active. Shipping speeds are based on carrier transit times and do not include processing and handling times.  For an additional fee, we offer various expedited shipping options for your convenience. All expedited shipping charges are the purchaser's sole responsibility unless waived either fully or partially by Solai Coffee. FedEx and USPS do not guarantee delivery transit times due to unforeseen factors, including severe weather conditions. All shipping charges are included on the buyer’s invoice and are available to view before purchasing your www.solaicoffee.com. Shipping charges are subject to change without notice. All orders are shipped FOB shipping point. Title to products purchased on www.solaicoffee.com, as well as the risk of loss for such products, passes from the supplier (Solai Coffee LLC.) onto the buyer once goods leave our facility with the carrier for shipment. Solai Coffee is not liable for shipping delays or problems incurred during transit after a product has been shipped from our facility.  If you experience any issues with shipping or your shipment or have any additional questions or concerns, please get in touch with us at info@solaicoffee.com or call (407) 853-2904 during normal business hours.  *Standard Shipping is used on all orders that qualify for free shipping and on all orders under $30 that opt for our standard flat rate shipping within the Contiguous United States. The carrier for Standard Shipping for orders within the Contiguous United States is selected at Solai Coffee’s discretion.  Please note, Shipping Fees for Alaska, Guam, Hawaii, Marshall Islands, and Puerto Rico will be calculated based on weight, and the customer can select carrier options at the checkout.  Free shipping is included on all individual shipments with order totals of $30 and greater after discounts, coupons, and promotions have been applied to orders within the Contiguous United States. A flat rate shipping fee is included on all shipments where the order total is under $30 and when a buyer does not opt to select any alternate expedited shipping options for orders within the Contiguous United States.  Please note that free shipping will not be included on Alaska, Guam, Hawaii, Marshall Islands, and Puerto Rico orders. Shipments to these destinations, regardless of order total, will incur a Shipping Fee. This fee is based on weight, and the customer can select carrier options at the checkout.  We introduced Route to our checkout and shipping process - now, every order placed through our online store has the option to receive premium package tracking services from Route. Adding Route Package Protection to your order at the checkout means that your order is protected against being lost, damaged, or stolen. The route is also a platform that allows you to track your online orders in one place visually. Whether you’re tracking via the Route App or online, Route’s real-time shipping updates keep you in the loop throughout every part of your delivery.  CONTACT US  If you have any questions regarding shipping or returns, contact us using the information below.  Email: info@solaicoffee.com  Phone: (407) 853-2904  Hours: Monday - Friday 8:00am - 5:00pm EST  Return Policy  Coffee Return Policy:  If you are unsatisfied with your coffee or tea purchase from www.solaicoffee.com for any reason, please get in touch with us at info@solaicoffee.com within 14 days of receiving your delivery. In your initial inquiry, please include your name, order ID, the items you would like to return or replace, and the reason for the return or replacement.  Please allow 1-3 business days for us to review your return inquiry. If you qualify for a return or replacement, a representative will provide you with instructions on how to return your unused item(s) to receive a refund or replacement.  All unused product(s) must be returned, unopened, and in the original packaging at the customer’s expense to receive a full refund. Please include your original order ID in the return shipment, which allows us to recognize your return when it arrives at our facility.  Once a return shipment has been received, inspected, and approved, we will contact you via email and issue a full refund for the returned items minus any discounts, promotional codes, or coupons used at the time of purchase. All refunds are exclusive of non-refundable shipping costs. All refunds will be issued to the original form of payment used at the time of purchase.  The green coffee that has been purchased and roasted is not returnable. If you receive your green coffee order and are unsatisfied in any way with the quality, please get in touch with us right away.  Damaged, Defective, or Incorrect Order Return Policy:  If your item(s) was/were damaged in transit, defective, or you received an incorrect item(s) with your shipment, please get in touch with us at info@solaicoffee.com within 14 days of delivery to receive a replacement or a refund. Please include your name, order ID, the damaged, defective, or incorrect (including what items you received and the items you were supposed to receive), and a brief explanation of the return request.  Please allow 1-3 business days for us to review your return inquiry. A representative will provide you with instructions on how to return your damaged, defective or incorrect item(s) to receive a refund or replacement.  Please include your original order ID in the return shipment, which allows us to recognize your return when it arrives at our facility.  Once a return shipment has been received, inspected, and approved, we will contact you via email and issue a full refund for the returned items minus any discounts, promotional codes, or coupons used at the time of purchase.  All refunds will be issued to the original form of payment used at the time of purchase.