Frequently Asked Questions
We want you to love our products - anything that you don't completely love can be returned to us within 30 days of the purchase date for a full refund (excluding shipping). We'd like to say "no questions asked", but we'll probably ask so that we can continually improve our product lines! We ask that you package your return items well so that they are not damaged during the journey. We cannot refund items which were not packaged well enough to survive the trip back to us. Please send back as much of the original packaging and accessories as possible.
While we are quickly approaching celebrity status on Instagram (quick, get a selfie with us while you still can), we're actually a relatively small, family-owned business. This means we have to enforce certain conditions on returns/warranty claims/exchanges, most of which are passed down from our suppliers/manufacturers. Our warranty exceptions include, but are not limited to:
-Anything not purchased from Eight Ounce Coffee OR one of our licensed resellers. If you've purchased something from Amazon, Ebay or similar online mega-retailers, you will not be eligible for warranty coverage.
-Anything that has been used outside of its designated purpose or been subjected to physical damage. Most glass/ceramics will not be covered if they break during use.
-Anything that was purchased outside of the warranty period. Everything we sell comes with at least a 1-year guarantee against factory defect.
If you find yourself in one of these situations, we won't be able to replace your product for free, but we may still have replacement parts or be able to offer you advice so you don't have to purchase a brand-new product - don't be afraid to email us with questions if you're still unclear!
Curious about your order? Looking to earn some points? Here are some answers to your questions:
-Take several photos of the mistake/defect (and don't throw it away!) - we try to get as many details about broken/defective products as possible to pass along to the manufacturers and help make sure future products are even better! If your item was damaged on the way out to you, we'd love it if you could take a photo of any damage to the outer shipping box so that we can feed this back to our shipping providers. We may need to get the product back from you, depending on the situation, so please don't dispose of it until you've checked in with us!
-Send us an email - shoot us a message at hello@eightouncecoffee within 30 days of receiving an incorrect order, or as soon as you can after a defect arises, and we'll work with you to determine what to do next. It's very helpful if you can take note of your original order number, and we may ask you for serial/batch numbers for warranty purposes. If you're experiencing technical issues with a product, the more information you can send us about the problem, the better we're going to be able to help you out!
What happens after this point varies from case to case, but we'll do our best to make sure you get the correct, functioning product to you as quickly as we can! In most cases, we can get a replacement product/part out within a day or two.
Definitely! If you would like to remove an item we would recommend cancelling your order and replacing it. For add ons, send us an email (email@example.com) as soon as possible
First, check your inbox for your order confirmation. Within this email there is an option to "Edit/Cancel" the order. Editing the order will cancel your original order, process a refund, and refill your cart with the items from your order. Cancelling the order will simply remove the items and process a refund.
Points are accrued in a variety of ways - writing product reviews, purchasing products, and even following us on social media. Click the yellow widget on our desktop website to learn more about the points system!
Curious about the status of your order? Here are some common inquiries:
We usually try to ship our orders within 1-2 business days from purchase. However, depending on order volumes, it can take anywhere from 2-4 business days for your order to ship.
Definitely! We ship to a lot of countries. If you are unable to select your location during check out, please send us an email (firstname.lastname@example.org) and we will look into it for you.
Occasionally UPS rescans a package, which voids the original tracking number and updates the shipment with a new one. Please contact us and we will provide you with the updated tracking number!
The majority of shipping methods we offer include a tracking number - the only exception is the “Small Packet Air” option. With this untracked shipping method, we usually expect delivery within 5-8 business days - however, it can take up to 4 weeks depending on carrier volumes.
We are the largest specialty coffee equipment distributor in Canada, and if you are a cafe, roaster, hotel, restaurant, or kitchen and lifestyle store, we'd love to talk to you about joining our wholesale network.
The application process is simple, just fill out our wholesale account request form! We'll review it within 48 hours, and get in touch if we need any additional information or have any concerns. Once approved, you'll be able to log in to our wholesale website, view all of our most updated pricing, and place orders directly online.
Unfortunately, not. We are here to support real businesses with staff and rent to pay, who support their local communities.
Out of Stock Items
With thousands of products in our catalogue, inevitably there are items that we are temporarily unable to get from our suppliers, or that have been discontinued.
First of all - we're so sorry that you're not able to find what you're looking for right away. This is one of our biggest priorities, so when we run out of stock on an item, it's probably almost as heartbreaking for us as it is for you! We do everything possible to try to keep everything in stock for you, but every once in a while, unforeseen circumstances will arise and you'll see the dreaded "OUT OF STOCK" banner on a product.
When tragedy strikes, sign up for a stock alert: on every out of stock product page, there's an "EMAIL WHEN AVAILABLE" button right beside the product image. Click that, enter your email address, and we'll send you an alert the second your sought-after kettle, dripper or milk pitcher is back in stock. These alerts are directly connected to our inventory levels, so you won't have to worry about us flawed humans remembering to notify you.
Since the COVID-19 pandemic started, a lot of our most popular products have been nearly impossible to get, or have very limited quantities available. With Factory shut downs, supply chain problems, and limited workforces, our suppliers have been struggling to meet increased demand during the pandemic. It is our #1 priority to secure as much supply as we can of our products and make them available to you - but that often means when we receive a container shipment, it sells out in hours. Be sure to setup a Back in Stock alert by pressing the "Email when Available" button on the product you're looking for.
Sponsorship and events
Interested in partnering with Eight Ounce Coffee as part of your event?
Please reach out to us via email@example.com and we will direct you to our sponsorship team. It is worth noting that as much as we would love to sponsor every event and cause that comes our way, we may have to decline from time to time!