Refund Policy

1. Our Policy

At Iwana Specialty Coffee Roasters, we take great care in roasting, packaging, and shipping our coffee. Due to the perishable nature of our products, we do not accept returns or issue refunds for change of mind, taste preference, or buyer’s remorse. We do accept claims and issue refunds or replacements if: your order arrived damaged during shipping, you received the wrong product, your order is missing items, or your package was lost in transit and never delivered.

2. How to Request a Refund or Replacement

If you received a damaged or incorrect order, please contact us within 7 days of delivery at [email protected]. Include your order number and photos of the damaged or incorrect product. We will review your claim and respond within 2 business days.

3. Refund Options

If your claim is approved, we will offer one of the following at our discretion: a full refund to your original payment method, a replacement product shipped at no additional cost, or store credit for a future purchase. Refunds are processed within 5-10 business days.

4. Lost or Stolen Packages

Once an order is delivered and confirmed by USPS tracking, we are not responsible for lost or stolen packages. If tracking shows delivery but you did not receive your package, please contact USPS directly to file a claim.

5. Order Cancellations

You may request to cancel an order within 2 hours of placing it by contacting us at [email protected]. Once an order has been packed or shipped, it cannot be cancelled.

6. Damaged During Shipping

If your coffee arrives damaged, please do not discard the product or packaging. Take photos showing the damage to the outer packaging and the product, and email them to [email protected] with your order number.

7. Product Quality

We stand behind the quality of our coffee. If you believe there is a quality issue with your coffee, contact us at [email protected]. While we do not issue refunds for taste preference, we take quality concerns seriously and will work with you on a case-by-case basis.

8. Contact

[email protected] | +1 (725) 276-1378 | 61 W Utah Ave, Suite 101, Las Vegas, NV 89101.