While every effort is made to ensure our productions and order fulfilment of your online order to follow the stated process, we may need to adjust certain timeline, deadline and protocols due to pandemic measures.
We continue to enforce government safety measures in the process and putting the health of our team members and customers at the highest priority and in the process we may need to make necessary adjustments without prior notice.
We are thankful and grateful for your continued support to local business like us!
Can I choose the shipping method for my online purchase?
For both domestic and international shipping, you will be provided with shipping options during order check-out process. The shipping rate is calculated based on the product you selected and it may vary depending on the quantity, weight, location, and volume of the selected items.
Why the shipping company or method for my online purchase changed?
We have the right to change the shipping company or method when necessary. During certain promotions where the shipping is free, we have the right to change the shipping option to another comparable service provider without prior approval from the buyer.
I need my coffee fast, can you do same day delivery?
We work closely with third party logistic companies to find the best shipping rate for your order within a reasonable time frame, usually 2 to 3 days after your order is collected by the logistic company.
We know how it feels having to wait for your coffee to be delivered and to allow you to get your order on the same day, we are introducing same day local delivery option, for a flat fee of $20 for order below 10kg of total weight. How does it work? For order placed on weekday before 12noon, you can expect your order to be delivered on the same day. For order placed after 12noon, your order will be delivered the next business day. We do not deliver on weekends and public holiday, we won't be able to re-direct the delivery to other address, we won't be able to deliver to PO Box, and your coffee order will subject to availability on that day.
Do you provide self pick-up option when I order online?
At this moment, we do not offer self pick-up option at any of our physical facilities. We did try out the self pick-up option at our Roastery location during the soft-launch period, but it created some challenges to our customers so we decided to streamline the shipping option by removing it until we can offer something better in the future.
When will my coffee order will be processed and shipped out?
There are two order processing-days in a week, which is Monday and Wednesday, with schedule pick-up typically one day after processing-day.
Order received before Monday 3pm will be processed on the same day and order received before Wednesday 3pm will be processed on the same day. Order typically will be pick-up the day after, pending confirmation from the selected shipping courier. You will be receiving a tracking number when your order is sent out.
What happen to my order if the processing day falls on a Public Holiday?
Currently we process the order every Monday and Wednesday, with schedule pick-ip typically one day after processing-day. If the processing-day falls on a Public Holiday, we will only process the order on the next business day. We love to process your order the soonest possible and to deliver you the freshest coffee possible and if our coffee production schedule allows, we still aim to process the order before the Public Holiday. Do note the courier we use may hold your order at their facilities during the Public Holiday and this process is beyond our control.
What is the roasting date of the coffee that I will be receiving?
At this moment we roast every Monday for coffee ordered through our online shop, with the exception of coffee for Roaster's Choice Subscription plan.
If your coffee order is received before the Wednesday processing cut-off time, you will receive coffee roasted on Monday of the same week you placed your order. If your coffee order is received after Wednesday processing cut-off time, you will receive coffee roasted on next following Monday.
- Coffee order is placed on Sunday, we will process your order on Monday, and you will be receiving coffee roasted on Monday
- Coffee order is placed on Wednesday, we will process your order on Wednesday, and you will be receiving coffee roasted on Monday
- Coffee order is placed on Friday, we will process your order the next following Monday and you will receive coffee roasted on the next following Monday
When do you roast coffee for Roaster's Choice Subscription plan?
The idea of Roaster's Choice Subscription plan is to allow the subscriber to receive unique and seasonal single origin coffee, thoughtfully curated and roasted by our roaster. It allows the subscribers to experience different coffee throughout the year. They will have access to different varietals and different variety of processing methods that allow them to get the full experience of our roaster's choice coffee selections.
Due to the limited quantity of the unique coffee, we will need to consolidate the roast and specific for Roaster's Choice Subscription plan, coffee will be roasted on the 2nd Monday of the month and will be shipped out the next day.
What happen if the roasting day falls on a Public Holiday?
At this moment we roast every Monday for coffee ordered through our online shop. If Monday falls on a Public Holiday, the roast day will be re-scheduled to the next working day and we will fulfil your coffee order based on the latest roast to ensure you only receive the freshest coffee.
Can you grind the coffee before shipping?
Grinding coffee before shipping would produce a less-than-perfect cup of coffee, hence we would recommend you order the coffee as whole bean and grind the coffee just before you use it. There are few alternative of home grinders that we can recommend you to get you started on this.
We understand that some of you may still prefer us to grind the coffee for you before shipping and we want to provide that convenience for you. You can always choose one of the grind size you prefer, depending on your brewing method, and we can grind your coffee accordingly before shipping.
Do check your selection of whole bean or grind size carefully before confirming your order as we will not be able to accept exchange or return as the result of incorrect selection.
For those who are on Roaster's Choice Subscription plan, we only ship the coffee as whole bean. This is because we want you to enjoy the limited and exciting coffee that we sourced for our subscribers and we encourage them to grind and enjoy it fresh.
How about my non-coffee order, when will it be sent?
For non-coffee order, they will be processed and shipped out accordingly to Monday and Wednesday processing-day mentioned above.
Will I be able to track my shipping?
You will receive a tracking number once your order is picked up by the courier.
What is your cancellation, refund and return policy on coffee and non-coffee products?
You can cancel your order anytime before we processed your order by sending a request to firstname.lastname@example.org. Once your order is processed, you will not be able to cancel your order. We will review the cancellation request on case by case basis with a decision.
If your order cancellation is approved and processed, the refund will be processed through your original mode-of payment. There may be situation that we will not be able to refund the shipping charges because the service has be initiated with the courier company.
All sale is final with the exemption of manufacturer's defect or damage during transport. In case by case basis, we will review your return request and should it is approved, you can return the product to one of our facilities at your own cost and the relevant refund will be processed with the exception of the shipping charges.
Do I need to pay for duties, taxes and custom charges?
All shipping rate reflected on your order only cover shipping charges. Any related duties, taxes, custom charges, or any handling fees are not included in your total order amount and will be assessed by the shipping company and to be paid by you. Due to the various custom policy across countries, do check with your local custom office for more information. Do note that custom clearance processing may require time and may caused delay on the delivery.
Is the promotion on web shop applicable for food and beverage order from your cafes though your website as well?
Our web shop promotion is independent only for web shop purchases of coffees and accessories from our web shop. The current food and beverage order link for both delivery and takeaway from our cafes are hosted on separate platform and the promotion are managed separately. Do stay connected through our social media channels to get updated about any promotion for both web shop and cafes.
I placed an order for food and beverage delivery from your cafe through your website, why can't I choose the delivery options as stated on the shipping information above? and why the price is different from delivery serviced I paid when I purchased from the web shop previously?
For food and beverage order delivery from our website, we partner with a dedicated third party delivery service hence there is no option on the delivery option. You will be presented with the delivery charges on your order, calculated by the algorithm use by the delivery service company, to allow you to review the total amount of your purchase before you proceed to finalise you order. For web shop order, will you be able to choose the delivery option you want to use, with the exception when the order falls under free delivery, we will be deciding the delivery service to be used.
Is there any hotline number or email address that I can use for inquiry?
You can call us at +65-6281-0710 or email us at email@example.com to inquire about your order. For email, do include your name, contact (email and phone number) as well as your order number for reference.