Frequently asked questions
What is the return policy?
At Ponterio's Coffee, we want you to love every sip of your coffee. We don’t accept returns; however, if there’s ever an issue with your order, we’ll work quickly to make it right.
How We Handle Issues:
- If we make a mistake
On the rare occasion we send the wrong item (like the wrong grind or label), we’ll replace it right away at no cost to you.
- If the carrier causes a problem
If your package is lost, damaged, or marked as delivered but not received, let us know. We’ll help resolve it—typically by replacing your order quickly.
- If there’s a mistake in your order details
If something was entered incorrectly during checkout (like the wrong address or grind selection), we can still help! In these cases, replacement orders and shipping costs are the customer’s responsibility.
Our Promise
No matter what, our goal is to keep you happy and caffeinated. We’ll always do our best to make sure you’re taken care of and your coffee arrives fresh and on time.
When will I get my order?
At Ponterio's Coffee, our coffee is roasted in small batches throughout the week for peak flavor and consistency. In many cases, your coffee is roasted, packed, and shipped all in the same day—but always with care and quality in mind.
Processing Time
- Please allow 3–5 business days for your order to be processed and prepared for shipment.
- During busy seasons (like holidays), processing times may take a little longer.
Shipping Time
- Once shipped, delivery typically takes 2–5 business days within the U.S.
~2 days within Southern California
~5 days to the East Coast or rural areas - Delivery time depends on the carrier and your location.
Shipping Methods
- Orders are shipped via USPS or UPS, depending on package size and destination.
- Typical methods include:
1 bag → USPS First Class
2–8 bags → USPS Priority Mail
9+ bags → UPS Ground - Tracking information will be provided once your order is on its way.
International Shipping
- We do ship internationally using the most cost-effective method (usually USPS First Class International).
- Please note: international shipping can be expensive, may take longer, and delivery cannot be guaranteed. International orders are non-refundable.
Important Notes
- We do not offer expedited shipping. Since each order is roasted fresh, rushing the shipping does not speed up the roasting process.
- Our goal is reliable, fresh delivery—not the fastest delivery. The wait is worth it when your coffee arrives at its flavor peak.
How much does shipping cost?
Shipping Rates
- Free Standard Shipping is included on all U.S. orders.
- Larger orders may ship via USPS Priority Mail or UPS Ground at no extra cost to you.
- Tracking information will be provided once your order is on the way.
International Shipping
- We do ship internationally using the most cost-effective method (usually USPS First Class International).
- Please note: international shipping is not free, can take longer, and delivery cannot be guaranteed. International orders are non-refundable.
Important Notes
- Expedited shipping is not available, as all coffee is roasted fresh after you order.
- Our focus is reliable, fresh delivery—not the fastest delivery.