Frequently Asked Questions (FAQ)
What Is A Box Of Coffee?
We sell coffee in 50-lb, rectangular double-corrugated(?) cardboard boxes with handles, to make coffee easier to move, carry, store, and stack.
Inside the boxes, the coffee is sealed in a hermetically-sealed GrainPro bag that, in nearly all cases, is sealed in our Costa Oro warehouse. Once they’re stateside, they’re stored in our temperature controlled, food-grade warehouse in Costa Oro.
How Large Are Your Samples?
Samples are 0.55 lbs (250 grams) of coffee.
Is there a policy on requesting samples?
We are a provider of high quality, specialty coffees for commercial roasters. Samples are intended for roasters to evaluate our coffees before buying 50lb boxes. Samples are not intended to be a small batch solution.
We reserve the right to decline requests for samples. The maximum number of samples per order is six (6) total and no more than two (2) per coffee. If you have sampled coffees and need assistance in selecting a coffee to purchase, please contact your sales rep, and they will be happy to assist you in your process.
How Does Shipping Work?
All of our coffee boxes ship FREE - automatically - no minimums - no contracts - no code needed - within the Continental United States. Orders generally ship out the next business day. Please plan accordingly. Feel free to stock up, mix and match coffees and enjoy more savings with our automatic quantity discounts. Your boxes will arrive via UPS ground (brown truck). In multiple box orders, it is possible for some boxes to arrive later than others as each box has a unique tracking number and transit path.
For information about palletized LTL shipments, multiple pallet orders and contracting coffee, please contact us. We will send you tracking information via email after your order ships. Samples ship free to qualified commercial roasters.
Why Hasn’t My Order Shipped?
Orders generally ship out the next business day. Orders should be submitted by 11:59PM EST to be shipped out on the next business day. If you submit your order past our cut-off time or if one or more of the coffees you selected are afloat at the time of ordering, your order may be delayed. Orders scheduled with a future shipment date will ship out on the shipment date. If you have questions about your order status or need tracking information you can visit your account page or email us at email@example.com
Can I Place An Order For The Future?
Yes! During checkout you can choose a shipment date up to 90 days in the future. You won't be charged until we're ready to ship your coffee. We will bill your credit card for the entire amount of your order 48 hours before your selected ship date.
Selecting a delivery date 90 days out is a great way to hold coffee that you know you will want in the future, without having to pay for it up front and without accruing carry costs.
Can I Contract Coffee?
Yes and No. Sustainable Harvest offer you coffee in three ways:
Spot.sustainableharvest.com → You want coffee in small quantities (boxes), you go online on spot.sustainableharvest.com, you buy it and we ship it to you.
Portal.sustainableharvest.com → You want coffee in medium quantities (bags), you go online on spot.sustainableharvest.com, you buy it and we ship it to you.
Contract Based Model → If you want to create a long-range plan for your roasting business in big quantities that requires timing or volumes beyond those listed on our website, get in touch with our sales team or customer service. We will help you lock in prices, store coffee and get you all set up.
But If I Don’t Contract Coffee, Will It Become Unavailable?
If there’s a micro lot that you love, and we have a limited number of boxes, you could set up multiple orders with multiple delivery dates, if you know you want that coffee but don’t want to buy it all (and pay for it all) at once. Another option is to select a community lot. While microlots are one-time offers, our community lots represent a flavor profile from a specific region or community of producers — maybe chocolate and cherry or floral and acidic. We bring together beans that we’re confident will create a profile our customers will love and want to consistently sell year-round, year after year. You can count on a fresh crop of each community lot arriving each year.
What Is An Authorization?
An authorization is when a retailer checks to see if a credit card or other payment method has the funds available for the requested transaction. It will usually freeze those funds, guaranteeing they will be available when the card is actually charged. If you place an order more than 72 business hours in the future, we will reverse the authorization, unfreezing those funds. Every bank and lending institution is different, and yours may retain an authorization after Sustainable Harvest has reversed it, in which case it’s best to contact them. We will re-authorize your card 48 business hours before your shipment date, and charge your card only when your coffee leaves our warehouse.
Do You Offer Terms?
Our coffee is sold On Demand and all transactions require a credit or debit card account. Your card will not be charged until your coffee leaves our warehouse. And remember, credit cards offer terms; so, if you place an order the day after your credit card closes, you have up to 45 days until payment is due.
What Other Fees Apply?
If you require a lift gate for a palletized LTL delivery, a $25 charge applies. Otherwise, zip-o. There are no storage fees, no loading or palletizing fees, no warehousing fees and no taxes.
Can I Return Coffee?
Unopened boxes of coffee can be returned within 10 business days of delivery less any delivery charges and a $20 per box restocking fee. Buyers will be responsible for all return shipping charges. If it's our fault (eg - we sent you the wrong coffee), we will make it right. Please contact customer service at 503-235-1119 or firstname.lastname@example.org to begin a return.
How Do I Know If A Coffee Is A Community Lot Or A Microlot?
What If I Need To Change The Ship Date?
No problem! Just contact customer service at least 48 business hours before the original ship date, and we can change it.
Do You Ever Bring Roasters To Visit Your Operations In Coffee Producing Countries?
Absolutely! We’re really excited about the work we’re doing and we want everyone to see it. However, origin trips are subject to availability. If you’d like to visit one of our teams on your own, during a time when we don’t have a formal trip arranged, we’d be delighted to help you arrange it. Please email us at email@example.com.
Have other questions?
Think there’s something more we should include here? Please let us know! Email firstname.lastname@example.org.