We want to ensure that you have the most wonderful experience with our products and coffee. If you are in any way dissatisfied with your order, please email firstname.lastname@example.org and we will be more than happy to serve you.
Coffee and Tea: Due to roasted coffee being a perishable product, and because of our high quality standards of roasting to order to ensure the freshest beans are sent out, we cannot accept any returns, exchanges or refunds on any coffee or tea purchased. We also cannot accept any returns, exchanges or refunds for online store orders in our physical stores. However, we are passionate about your experience, so if we have made an error, or you have any questions or concerns about your order, please email email@example.com within 14 days of receiving your order and we will do our very best to make sure you’re happy.
Brewing Equipment, Mugs and Apparel (excluding Espresso Machines): We can only accept returns on product that is still in new, unopened and re-sellable condition. If we have made an error, or you have any questions or concerns about your order, please email firstname.lastname@example.org within 14 days of receiving your order and we will do our very best to make sure you’re happy. In cases where the return is not due to our error, the customer is responsible for all shipping costs back to Monogram, and in addition, in cases of exchanges, all shipping costs back to the customer. In these cases, we encourage the customer to purchase shipping insurance as we are not responsible for any lost or damaged packages back to us. Refunds, exchanges and returns will only be processed for cases that get in touch with us within 14 days of receiving the order. Refunds will only be processed after the returned product is received by Monogram and product condition is verified. Refunds may take 2-3 business days to show up in your account.
Shipping Delays: Our team works passionately and quickly to get your order shipped. To send the freshest coffee possible, please allow 1-2 days for orders to be processed and roasted, and an additional 1-2 business days for orders to be fulfilled and shipped. Once shipped, we will not accept any returns, exchanges or refunds on any items as a result of delays or errors due to the Shipper (Canada Post and UPS). However, we will do our best to work with you to come up with a solution you are happy with. Please do not hesitate to get in touch with us at email@example.com