IN HOUSE HANDLING TIME

We roast and ship each order in the same order that they arrive into our shipping queue from Monday through Friday (except on holidays). We are closed on Saturday and Sunday. Once your order is placed it then comes into our shipping system to be printed and added to our daily roasting queue. Please keep in mind that we hand roast each order separately on our special roasters and each roast batch takes anywhere from 7 to 15 minutes depending on bean type and roast level. So, when we have several hundred orders in our roast queue it may take 12-48 hours to get your order roasted exactly to your detailed specifications, so please kindly bear with us as we are working as quickly as possible each day to get every order out as soon as we possibly can. With our fleet of roasters working at top speed we can usually ship most orders within 24 hours or so but sometimes it may take a bit more time and we appreciate your patience as we craft your delicious coffee.

CHOOSE YOUR SHIPPING SPEED

We use UPS shipping solutions as well as USPS shipping solutions. Carrier shipping speed estimates begin only once the carrier receives your package. (Keep in mind this does not include our in-house roasting time.)

• Free Shipping – now available for orders over $50.00 with estimated 3-10 day delivery time.
• Best Way – offers estimated 2–5-day delivery time. This is the recommended choice for most orders.
• UPS Ground – offers 1–5-day delivery time. This is option assures UPS Ground as carrier of choice.
• Best Way Expedited – offers 1–5-day delivery time. This option speeds up in house roasting time because it sends your order to top of our roasting queue)
• UPS 3-Day Select – offers 1–3-day delivery time. Assures same day shipping until 2pm EST and delivery within 3 business days.
• UPS 2nd Day Air – offers 1–2-day delivery time. Assures same day shipping until 2pm EST and delivery within 2 business days.
• USPS Priority Mail – offers 3–6-day delivery time. (Please Note: This choice is required for all Alaska and Hawaii orders.)

QUALIFY FOR FREE SHIPPING

To receive the free shipping option at checkout, make sure your order total is over $50.00 after any coupons are applied. Then simply choose the free shipping option to activate it.

HOW TO CALCULATE ESTIMATED DELIVERY TIME

From the time you place your order Monday to Friday it immediately goes into our roasting queue to be roasted. This may take 12-48 hours depending on our backlog of orders to roast. To be safe figure maybe 2 days for in-house processing time then add your chosen shipping method’s estimated time. Usually if we aren’t too busy, we can roast, ship, and deliver most “Best Way” orders within 2-3 days for east coast address, or 3-4 days for central US addresses, or 4-6 days for west coast addresses. If you are in a hurry the fastest delivery would be our 2nd Day Air or UPS 3-Day-Select because these orders, go to front of our roasting queue. Also consider our “Best Way Expedited” as a more economical way to get your order immediately to the front of our roasting queue.

 

WHAT IF MY ITEM IS DAMAGED IN SHIPPING

It does happen occasionally that an item becomes damaged during shipping. If this happens simply reach out to us via email at orders@smokinbeans.com. Someone on our team will be happy to assist you with store credit or replacement if needed. Getting help is as easy as 1-2-3.

• First – send us a quick email at – orders@smokinbeans.com – explaining what happened.
• Second – take pictures of the shipping box and contents exactly as it was when you received it.
• Third – email all pictures and verification material to us at – orders@smokinbeans.com

Please remember photo verification will be required to receive assistance for any damage claims that may arise and we will need to hear from you within 72 hours from the time your item was delivered.

Once we have evaluated any shipping damage, we will immediately provide a replacement, store credit, or whatever we determine is best in your situation. You may need to send the item back for exchange, but no worries, we will be here to help you throughout the entire process.

WHAT IF MY ITEM IS LOST IN TRANSIT

If your item does not arrive when expected kindly send us an email to – orders@smokinbeans.com – letting us know you have not yet received your item. We will follow up with the carrier to determine where your package is and if a replacement should be sent. It isn’t often that a package is lost in transit but occasionally it does happen and when or if it does, please kindly allow us an extra day or two to get it sorted out with the carrier. You can be assured your item will arrive as soon as possible.

WHAT IF IT SHOWS DELIVERY BUT I HAVEN’T RECEIVED IT

This rarely “honestly” happens but sometimes it does. We have occasionally seen it with USPS when they scan it through the local office where they hit an incorrect key on the scanner showing delivery before it is delivered. And if this happens usually then it is delivered within the next 24-48 hours, often the next day.

So, we may recommend patiently waiting an extra day or so just to see if the item shows up before hitting the panic button and reshipping expensive beans at a loss.

If you think a mis-delivery has happened be sure to check other possible delivery places around your address. Sometimes it simply gets delivered to a different spot than usual or expected… Sometimes the item is left in the mailbox. Sometimes it is left at a different door or gate that is not where they usually deliver packages, this can be due to a new or a fill-in driver. Sometimes a different member of the family brought the item in and left it in an unexpected place and/or forgot to say the item arrived. Please check with others in your household.

It may be helpful to contact your local carrier or ask your route person directly where they left it. This is great because your local carrier can provide more details of the delivery than what may be listed on the carriers site. If after speaking with them and you need more assistance, then simply email us at orders@smokinbeans.com and our team will investigate and help as needed.

PLEASE NOTE: We are aware that most “item not received” claims are fraudulent, so please be patient with us if we ask a few questions and require a little verification first prior to sending out more “free coffee” at our expense. Most of today’s carriers have GPS scanners and can provide us with a GPS printout of exactly where the route person was at time of delivery with pin-point map accuracy. Be aware that if we receive an item not received claim that we may also alert your local carrier who may also perform their own investigation regarding such claim. We do understand that sometimes these claims are legit and if we determine it is an honest claim then of course we will be happy to help you with this. Thank you for understanding…

THE BOTTOM LINE

The best way to be sure your new coffee order arrives before you run out will be to order a couple days earlier to allow extra time for any possible delays in either roasting or in shipping. It is our goal to ship your order just as quickly as we possibly can, so we probably want to get it roasted and shipped just as much as you do. We want happy customers and shipments arriving on time always help, so this is number one with us as well!