Refund policy
InTandemCoffee.com Return Policy
(EFFECTIVE 5/11/25)
ROASTED COFFEE PRODUCTS
We cannot accept returns on roasted coffee, as it is a perishable product. However, we understand that things can go wrong during the ordering process.
If your order was impacted by a Shipping Error*, or if you have concerns about product quality, our Client Service Team is available to assist you. Please reach out to them at Support@intandemcoffee.com within 30 days of your purchase date.
For the team to best assist you, it is required that you provide the following information:
- Order Number
- If it is a Shipping Error*
- Photo of the way the shipment was received.
- This includes documentation of any damage or proof of incorrect product
- Photo of the way the shipment was received.
- If it is a quality issue -
- Photo of the product, and the packaging
- Photo of the product, and the packaging
Shipping Errors are defined as:
- Damaged product
- Received incorrect product
- Received incorrect QTY
If your order was delivered to the wrong address due to incorrect address information entered at the time of checkout, In Tandem Coffee cannot be held responsible. If you catch this address error within 15 minutes of placing your order, please email Support@intandemcoffee.com immediately and we may be able to update your address. In your message, you must include the correct address information so that the team can promptly update your order. If the correct address information is not included in your initial email, the team may be unable to intercept the order to make the update. The team may be unable to intercept the order even if the proper information is provided within the proper timeframe.
If your package is misdelivered to the correct address, please send the tracking information to Support@intandemcoffee.com so our team can work with the carrier to validate this delivery. If your order is lost or damaged, and this is noted on the tracking link, please alert our team immediately so that they can take appropriate action. Please include:
- Order Number
- Tracking Information
If your order has an active tracking number created, and it is in “Shipped” status, we are unable to make any changes to the order. We cannot cancel it, adjust the address, or change the delivery date.
Any product deemed eligible for a refund based on the foregoing must be returned in its original condition. Refunds are made at our sole and absolute discretion. If you do not contact us within 30 days of your purchase date we will not be able to process your return under any circumstances. Products deemed eligible for a refund must be returned in their original documented condition.
MERCHANDISE
If you are dissatisfied with your order in any way, please reach out to our Client Service team at Support@intandemcoffee.com within 30 days of your purchase. Please note: we cannot accept returns on any merchandise that has been opened or used. The customer is responsible for the cost to return any merchandise items, and prepaid return labels will not be provided.
- If the merchandise is returned and is deemed unsaleable, you will be contacted by our Client Service Team and a refund will not be issued
If you receive merchandise in a defective or damaged state, please provide the following information to our team:
- Order Number
- Photo of the defective/damaged merchandise to pass along to our product & shipping team and/or shipping partners
For defective brewing equipment, we ask best that you reach out to the manufacturer of the item first before contacting us for a resolution. We cannot guarantee a resolution, as we are not the manufacturers of the product, and we do not hold the warranty.
Items purchased online can only be returned through the mail.
If your order was impacted by a Shipping Error* our Client Service Team is available to assist you. Please reach out to them at Support@intandemcoffee.com within 30 days of your purchase date.
For the team to best assist you, it is required that you provide the following information:
- Order Number
- If it is a Shipping Error*
- Photo of the way the shipment was received.
- This includes documentation of any damage or proof of incorrect product
- Photo of the way the shipment was received.
*Shipping Errors are defined as:
- Damaged product
- Received incorrect product
- Received incorrect QTY
If your order was delivered to the wrong address due to incorrect address information entered at the time of checkout, In Tandem Coffee cannot be held responsible. If you catch this address error within 15 minutes of placing your order, please email Support@intandemcoffee.com immediately and we may be able to update your address. In your message, you must include the correct address information so that the team can promptly update your order. If the correct address information is not included in your initial email, the team may be unable to intercept the order to make the update. The team may be unable to intercept the order even if the proper information is provided within the proper timeframe.
If your package is misdelivered to the correct address, please send the tracking information to Support@intandemcoffee.com so our team can work with the carrier to validate this delivery. If your order is lost or damaged, and this is noted on the tracking link, please alert our team immediately so that they can take appropriate action. Please include:
- Order Number
- Tracking Information
If your order has an active tracking number created, and it is in “Shipped” status, we are unable to make any changes to the order. We cannot cancel it, adjust the address, or change the delivery date.
Any product deemed eligible for a refund based on the foregoing must be returned in its original condition. Refunds are made at our sole and absolute discretion. If you do not contact us within 30 days of your purchase date we will not be able to process your return under any circumstances. Products deemed eligible for a refund must be returned in their original documented condition.