Frequently Asked Questions (FAQ)
Do I need to set up an account to order?
Yes, you’ll need to set up an account to place an order. This makes it easy for you to keep track of orders and past purchases. To set up an account, please click the ‘Register’ button at the top right side of the page, next to where it says ‘Log In’. You will also be able to sign up for an account as you’re guided through the checkout process.
Forgotten username or password
Your username is the email address you signed up with. You can reset your password by clicking the ‘Forgot Your Password?’ prompt on the login page. You will need to enter your email address to reset the password.
How do I update my account details?
Once logged in, you can click on the ‘Account’ button on the top right hand corner of the page to edit account details. You will be able to add, edit, or delete the recipient and address for delivery.
Shipping services offered
Shipping is always free! The coffee is shipped via UPS.
Do I have to pay custom fees?
The price you see is the price you pay. There are no custom fees. Where is my order? To locate your order, please use the tracking number on your order confirmation email.
Which couriers do we use?
Coffee is shipped via UPS Flat Rate Shipping.
How long does shipping take?
Your order should take approximately 5 - 8 business days to deliver.
Where do you ship?
We ship domestically to all 50 U.S. states.
Do you deliver to PO boxes?
We do not ship to addresses that are PO boxes.
My order is late
Please use the tracking number provided to you in the email order confirmation. If it’s been more than 8 days, please contact us at email@example.com
I’ve only received part of my order
Please use the tracking number provided to you in the email order confirmation to verify where the rest of your order is. Please reach out to firstname.lastname@example.org if the order is nowhere to be found.
Will I receive a confirmation email for my order?
You should receive a confirmation email right away after you place your online order. If you have not received it, please make sure to check your junk or spam folders. If you still cannot locate the confirmation email, please reach out to us at email@example.com
Place an Order
What payment methods can I use?
You can check out via shoppay, gpay, or pay using a valid credit card (Visa, MasterCard, American Express)
How do I use a discount code?
To apply a discount code please enter the code during the checkout process.
Can I add to an existing order?
Unfortunately, once the order is placed, you are unable to make edits or add items to the order. Please make a separate purchase and feel confident that shipping is always free.
My discount/ voucher code isn’t working
If your discount code isn’t working, please contact us at firstname.lastname@example.org
Can I cancel/ change my order?
Unfortunately, once the order is placed, you will not be able to cancel or change your order. If there is a problem or defect with your order, however, please contact us at email@example.com
When will I be charged for my order?
You will be charged one your order is placed and you’ve received a confirmation email.
Can I place an order over the phone?
Online orders cannot be placed over the phone. If you are purchasing more than 10 boxes, however, please contact our team at firstname.lastname@example.org
Why is my card getting declined?
Your card may be declined for a number of reasons. Please make sure you’ve entered all the correct information. The card may be expired. You may be over your credit limit Your card issuer might find suspicious activity that could be a sign of fraud. A block or a hold may be placed on your card. Please contact your card issuer to resolve this issue.
Do you offer credit terms?
Our box program does not offer credit terms, all purchases need to be completed and processed via credit card payment.
Do you offer samples?
We currently do not offer samples for online box orders. However, each coffee goes through a full Quality Control evaluation and the results are shared within each product page.
Refunds and Exchanges
Can I return my order?
We do not accept returns unless your item is not as described or there is a defect. If the latter is true, please contact us at email@example.com and we will work with you to find a solution.
Do you offer refunds?
We do not offer refunds or exchanges. However, if there is a problem with your order (a defective item) please contact us at firstname.lastname@example.org and we will work with you to find a solution.
Can I exchange my order?
All sales are final, we do not accept exchanges.
What guarantees do you offer?
Our coffees are cupped by the Sustainable Harvest Quality Control team, both at Origin and in our Global HQ, which is comprised of experienced Q-Graders. All coffees are assessed using Tastify.com, and have a Tastify report which describes the sensory attributes of the coffees we sell. Our coffees are Sustainably-sourced, high quality (84+ cup score),and fully traceable. We pride ourselves on pioneering the Relationship Coffee Model based on transparency and trust.
What happens when my item isn’t as described?
If your coffee arrives in a defective state, or arrives completely different as described, please contact us at email@example.com and we will work with you to find a solution.
Why 36 lbs in a box?
As one of the leaders in Sustainably-sourced coffees in North America, we constantly get requests from Roasters that believe in our mission. Up until today, the only way to source from us was by buying at least a pallet of coffee, which for many Roasters, is unattainable. Our team has been working for over a year in a box program that provides a seamless, reliable online experience for you. Our goal is to create a product that is easy to handle for smaller roasters, and that provides a new way to experience the Relationship Coffee Model we are known for in the specialty coffee industry.
How is the coffee packaged?
All coffees ship in a GrainPro hermetically sealed bag inside a double corrugated box. Can I still buy through a coffee trader at Sustainable Harvest? Our team of Relationship Coffee Managers is ready to support you for purchases of 10 152 lbs or more. If your volume needs are at this minimum, please book a meeting with one of our traders here.
I’m a current customer of Sustainable Harvest, and I want to buy some boxes. How do I do that?
Our 36 lbs box program is an independent operation from our traditional model. If you want to buy coffee boxes, please create an account and oder online. All boxes are packaged and shipped from Portland, OR and cannot be consolidated with other bags/pallets.
Are your coffees certified?
We carry a wide selection of certified Organic and/or Fairtrade coffees. If you see the Organic or Fairtrade logo in the product, then it means it is certified.
Can I sell the certified coffees and use the logos?
If your company is Organic and/or Fairtrade certified, then yes. We will need your FLO ID number, please refer to your certification brand guidelines to make sure you are in compliance. If you are not a certified Organic and/or Fairtrade roaster, then you cannot use, advertise or promote the coffees under those certifications. If you have any questions, please email us at firstname.lastname@example.org.
Will you be getting more inventory?
For the most part, the quantity you see available is what we have in stock. However, if there is a specific request for a large number of boxes or a large quantity of a specific coffee online, please contact us at email@example.com.
How often do you swap out inventory?
Every 2-3 weeks we get fresh inventory. Please subscribe to our newsletter to get notifications about our coffee drops.
How is your coffee scored and rated?
The coffee is scored and cupped by our expertly trained, QC team, using Tastify.com. Scoring is based off the Grading Green Coffee protocol, based on the SCA Green Arabica Coffee Classification System and the SCA Defect Handbook. For detailed information on this protocol, please refer to the SCA webpage.
What is the Tastify Wheel?
The Tastify wheel is a coffee flavor wheel outlining the specific flavor attributes of a coffee. Tastify itself is a cloud-based app that enables users to document the taste experience of a coffee in real time. Our QC team cups every coffee using Tastify, and as they move through the cupping experience, they notate a wide variety of different descriptors.
I can’t find the coffee that was advertised.
Please contact us at firstname.lastname@example.org with the coffee you are looking to purchase and we will notify you if it is in stock, or if there are similar coffees on inventory or arriving soon.
Are the boxes recyclable?
The boxes can be recycled and we encourage you to recycle them! The GrainPro bags can be reused, or you can recycle them via their Terracycle program.
About Sustainable Harvest
Who is Sustainable Harvest?
Sustainable Harvest is a specialty coffee importer that imports specialty coffees from around the world using an innovative sourcing approach to disrupt opaque, commodity-driven trade. Focused on creating transparent relationships that increase value throughout the supply chain, while fostering sustainability, Sustainable Harvest operates under a model called ‘Relationship Coffee.’
What is a Relationship Coffee Model?
Relationship Coffee transforms traditionally linear supply chains into engines for transparency, collaboration, and shared success. By bringing all coffee stakeholders to the table and fostering an environment of radical transparency, the Relationship Coffee Model creates the foundation for sustainable business. Leveraging actors outside of the traditional supply chain, such as philanthropy, government, nonprofits, and financial institutions results in increased shared value, most importantly in the form of improved farmer livelihoods and greater supplies of high-quality coffee.
What is B Corp?
B Corp Certification is a private certification of for-profit companies of their social and environmental performance. B Corp Certification is a designation that a business is meeting high standards of verified performance, accountability, and transparency on factors from employee benefits and charitable giving to supply chain practices and input materials. In order to achieve certification, a company must: Demonstrate high social and environmental performance by achieving a B Impact Assessment score of 80 or above and passing our risk review. Multinational corporations must also meet baseline requirement standards. Make a legal commitment by changing their corporate governance structure to be accountable to all stakeholders, not just shareholders, and achieve benefit corporation status if available in their jurisdiction. Exhibit transparency by allowing information about their performance measured against B Lab’s standards to be publicly available on their B Corp profile on B Lab’s website. Since our founding, Sustainable Harvest® has focused on building an inclusive economy that strengthens coffee farmers, roasters, and all other stakeholders through mutually beneficial business. In 2008 we joined a like-minded community of businesses when we became a Certified B Corporation. Sustainable Harvest® is proud to find common ground with these other companies that meet high standards of social and environmental performance, accountability, and transparency. We are frequently collaborating with other B Corps on projects that make the business world a better place.
Sustainable Harvest Values
Sustainable Harvest’s values are rooted in transparency, accountability, and social and environmental responsibility. Through Relationship Coffee, Sustainable Harvest builds transparent and equitable relationships that increase value and accelerate sustainability.