Frequently asked questions

Find quick answers about ordering, shipping, returns, subscriptions, and gift cards. If this FAQ differs from one of our published policies, the applicable policy controls.

Orders and shipping

Where do you ship?

We currently ship to the United States and Canada only.

Can you ship to a Canadian PO box?

Yes, but DHL eCommerce Parcel Direct must be selected at checkout. Other Canadian shipping services offered through our checkout do not support PO box delivery.

Will I have to pay import duties or brokerage fees when my order arrives in Canada?

Applicable import duties and import taxes are calculated and collected at checkout. When checkout states that duties and taxes are included, you should not be charged additional import duties or brokerage fees upon delivery.

How long does order processing take?

Orders are processed and dispatched within 2–3 business days of payment authorization. Please note that carrier transit times are separate and vary based on the shipping method selected at checkout. Coffee subscriptions operate on an independent fulfillment schedule. Shipping times may be extended during holidays or peak periods.

Can I change or cancel an order?

Please email support@kaizenandcoffee.com or use our contact form within 24 hours of placing the order. We will try to help, but changes and cancellations are not guaranteed. We cannot modify or cancel an order after it has entered processing, been packed, been billed as a subscription renewal, or been transferred to a carrier.

How will I receive tracking information?

When tracking is available, it is sent to the email address used at checkout after the order ships. Carrier scans and delivery estimates may take time to update.

Returns and refunds

Can coffee or other perishable products be returned?

Coffee, food, beverages, and perishable products are final sale.

What is your return window?

Request a return for eligible non-perishable products within 7 days of delivery. Products must be unused, unworn, unwashed, and in their original condition, with complete original packaging, tags, manuals, accessories, components, and proof of purchase. A manufacturer’s seal must remain intact where applicable. See our Returns & Refunds Policy for eligibility and exclusions.

How do I request a return?

To initiate a return, please email support@kaizenandcoffee.com or use our contact form with your order number and the reason for your request. All returns require prior authorization. Please await confirmation and specific return instructions before sending your item back.

What if my order arrives damaged, defective, incorrect, or incomplete?

Email support@kaizenandcoffee.com within 48 hours of delivery with your order number, a description of the issue, and clear photos of the product, shipping and internal packaging, and shipping label. Keep the product and all packaging while we review the issue. This reporting period does not limit rights that cannot legally be waived.

Who pays for return shipping, and can a restocking fee apply?

Customers are responsible for return shipping and packaging costs on standard, discretionary returns. Please note that a restocking fee may apply to certain non-perishable returns; any applicable fees will be fully disclosed upon return authorization prior to shipment.

When will I receive my refund?

Once an item is inspected and approved, refunds are generally processed to the original payment method within 14 business days; please note that your bank or financial institution may require additional time to process the credit. Approved returns for open-box or unused equipment will be issued as store credit. Any applicable restocking fees and non-refundable costs will be deducted from the final credit amount.

Coffee subscriptions

How do I manage or cancel a subscription?

You can manage, update, or cancel your subscription at any time through your customer account, by emailing support@kaizenandcoffee.com, or through our contact form. To ensure changes apply to your next scheduled order, all modifications or cancellations must be completed at least 24 hours prior to your upcoming billing date.

What happens if my subscription order has already been billed?

Canceling a subscription prevents future recurring charges. Once a subscription order has been billed or entered the fulfillment stage, it cannot be canceled or returned.

Gift cards

How are gift cards delivered?

Gift cards are digital and are delivered electronically.

Can gift cards be refunded?

Gift cards are not returnable or redeemable for cash except when applicable by law.

Need more help?

Email us at support@kaizenandcoffee.com or review our Terms of Service.