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COFFEE RETURNS

If you don’t like a coffee we’ve sent you, we will happily send you a replacement bag, or refund your purchase price for that opened bag. Please let us know within 10 days of when you have received your coffee if you have any issues with it, along with a picture showing the bag it was in and what you didn’t like about it. To receive a replacement, reach out to us at [email protected]. If for any legitimate reason you do not wish to receive another coffee, email us and we will refund your initial purchase, less our cost of shipping.

GEAR RETURNS

If you are unsatisfied with any purchase you have made with us for any reason, please contact us at [email protected]. We are happy to offer refunds or exchanges on merchandise (non-coffee) items that are returned to us, in unused condition, within 30 days of purchase date. If you would like to make a return, please provide us with your name, the order number, which items, how many units you are returning, and the reason for the return. We will reply to the email with instructions on how to send the items back to us.

CANCELLATIONS OR CHANGES

If you need to cancel or make a change to your order, please send us an email at [email protected] within 2 hours of placing your order. Tell us your name, the order number, which items, and the reason for the change. Orders with changes will be canceled and refunded, a new order will be placed to fix the issue. In the event we have made a mistake or defective product, we will correct any errors and revise your order accordingly. We are typically able to resolve errors within 48 hours, even over weekends. Unlike large coffee roasters and chains, we do not inventory a bunch of coffee, and generally roast coffee very closely aligned with where orders are and where they are expected to be over a 24 hour period. For this reason we need changes or cancellation requests to happen within 2 hours of when the order is placed in order to ensure we don’t unnecessarily roast coffee that does not have an intended customer to ship to.

SUBSCRIPTION CANCELLATION

Payment is processed when your first subscription shipment is prepared, usually when you place your order. If you wish to cancel your subscription, you may do so at any time by logging in to your account at splitrailcoffee.com. You may also contact us at [email protected].
When you cancel your subscription, you will be responsible for all charges incurred before the date of your cancellation.

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