The three-bucket rule.

The short version

Coffee and tea are roasted, blended, and packed to order. Once your bag leaves our facility, we don't accept it back — returned coffee gets discarded, and that helps nobody.

So we don't do returns. We do fixes. Three rules cover every situation we've ever run into.

Rule 1 — Our error, we pay.

If we sent the wrong grind, the wrong roast, the wrong size, or the wrong SKU, the fix is on us — coffee and shipping both. Just write us within 7 days of delivery with your order number and a quick note explaining what happened. We'll send the right bag right out, expedited where possible. No coffee back, no friction.

Our internal tracked error rate runs about 0.04% — well under one in two thousand orders. It still happens occasionally. When it does, we own it.

Rule 2 — Your error, you pay.

If the order was placed for the wrong SKU, the wrong address, or the wrong customer — or you changed your mind after the bag has roasted — we ask that you place a new order at the corrected detail. We'll do everything we can to expedite the new one if you let us know quickly.

This includes:

• Wrong shipping address entered at checkout
• Order placed for the wrong product
• Customer changed their mind after roast
• Description on a third-party listing didn't match what they ordered

We don't refund the original order in these cases. The roasted bag is real, and we've already paid for the green coffee, the roast time, the bag, the label, and the postage.

Rule 3 — Carrier issue or theft, we split.

If your tracking shows Delivered and the package isn't there, or it tracks lost, or it arrives crushed, write us within 7 days of the delivery scan (or 14 days if tracking just stalls). For these cases:

• We pay for the coffee. Same SKU, same size, fresh roast, on us.
• You pay for the shipping on the replacement order.

You can also choose to file a claim with USPS or your carrier directly first, in which case we'll wait on the outcome. (See our Package Theft & Delivery Responsibility Policy for the carrier claims paths.)

How to request a fix

1. Email orders@brewing.foai.cloud.
2. Include your order number and a one-line description of the issue (which rule it falls under is fine — Rule 1, 2, or 3).
3. If it's Rule 1, you don't need to do anything else. We'll handle it.
4. If it's Rule 2 or Rule 3, place a new order on the storefront for the replacement. Email us the new order number and reference the original. We'll mark and expedite.

We almost always reply same business day.

What we do not accept

• Returned coffee. Don't ship coffee back to us. We're required to discard returned product, and you'd be paying postage for nothing. We will never ask you to return a bag.
• Returns on bulk / wholesale / Ex-Warehouse orders. Once a wholesale or bulk order leaves our facility, the goods are yours and the risk transfers. Insurance is on you.
• Refunds on international orders. International transit is slow, expensive, and outside our control once it crosses the border. International orders are not refundable for any reason.
• Refunds on customs duties or import fees. Those are imposed by the destination country and we have no way to refund them.
• Refunds on subscriptions for a month already shipped. You can pause or cancel anytime in your account; the next-month run will skip. The current-month bag, once roasted and shipped, is final.
• Returns past 14 days from delivery. After two weeks the bag is open or stale or both, and we can't verify the issue.

Subscriptions, specifically

Pause or cancel your subscription anytime through your account on the storefront. Changes apply to the next monthly run. The bag in transit for the current month ships on the calendar already in motion.

If you skip a month and want a different SKU for the next one, you can change the SKU in your account, or email us.

What if I just don't like the coffee?

That's a real question and a fair one. Our answer: we'll trade you, once.

If your first Coastal bag isn't the cup you wanted, write us within 14 days of delivery, tell us what you wanted it to taste like, and we'll suggest a better fit and ship it for the cost of shipping only. We don't take the first bag back — y'all keep it, brew it, give it to a neighbor — but we'll get the second one right.

This applies to first-time customers on a single bag, once. After that, our SKUs and tasting notes on each product page should be the guide.

Questions? bpo@achievemor.io. Or chat with the Coastal team at brewing.foai.cloud and we'll route warm.

Real fine — we'll make it right.