General FAQ's

Please look over our FAQs below to answer any questions you may have.
If you do not see an answer to your question below, please email us at info@kaucoffeemill.com, and we will be happy to help you!

COVID19 OPERATIONS UPDATES

Due to the quickly evolving impact of the COVID-19 crisis around the world and on our local community, we made the difficult decision to close the Ka’u Coffee Mill Visitor Center indefinitely ON 3/19/20.

We are now offering Curbside Pickup!  Curbside is open Tuesday, Wednesday and Thursdays between 9:00 am and 3:00 pm. Orders can be placed Online, by Phone 808-928-0550 or via Drive Up. Online Orders Must select Curbside Pickup at Checkout. We ask that you read over the Curbside Pickup Instructions carefully prior to placing your order. Please observe all State mandated social distancing guidelines when picking up your order.

Our online sales via our website are still be available, and most of our products are also available on Amazon.  We are dedicated to providing continued service with fresh roasted coffee delivered directly to your doorstep, however we encourage you to stock up on your favorite coffee in the event of disruptions to our supply chain and packing operation.  Stay posted for some online specials coming soon.

During these unprecedented times, we realize that things are much different for everyone.  We have implemented enhanced cleaning procedures and are constantly making improvements to our operations to make it safe and productive for everyone.  We don’t have a reopening date for our retail shop yet, but check back for frequent updates.

If you have any questions or concerns, please don’t hesitate to contact us via our social media channels @kaucoffeemill or via email: info@kaucoffeemill.com we will be available via phone on a limited basis at 808-928-0550

Mahalo for your continued support and understanding during this difficult time.

 

WHEN WILL MY ORDER SHIP?

It can take up to 48 hours to process and ship your fresh roasted coffee order. We know how important fresh roasted coffee is. We also know that coffee orders can often be rather urgent. We have set up a system to get the freshest coffee shipped to our customers as soon as possible. Usually our processing time is 24 hours or less, but this may vary based on shipping schedules and roasting schedules. We ship via USPS Monday – Friday. This carrier observes most national holidays, so that may affect shipping times. Your order will be insured for $50 free, any additional insurance you need will be calculated and quoted to you prior to shipping your order. If you need your order more urgently, we can offer FedEx 2 day shipping from Hawaii, we will provide you with a shipping quote once we receive your order and request for expedited shipping.  This cost varies depending on the size and weight of your order. If you order online, we’ll send you a notification when your order has shipped. If it’s been 48 hours and you still haven’t heard from us, please let us know.

 

DO YOU SHIP INTERNATIONALLY?

Yes! We are able to ship coffee Internationally. However, we are not yet set up to ship international orders via our website. We are happy to process your order over the phone and ship via USPS International or FedEx International. Feel free to email sales@kaucoffeemill.com with your billing and shipping addresses and your phone number, and which products you would like. We can work up a shipping quote once we have your address and an approximate idea of what you’d like to order. Then we can take your credit card information over the phone. We can be reached at (808) 928-0550, Monday-Friday, 9am to 4:30pm Hawaii Standard Time.

 

DO YOU SHIP TO APO ADDRESSES?

Yes! We ship to APO addresses. We have a number of customers scattered around the world with APO/FPO/DPO addresses. You can order online and we’ll ship the coffee directly to you. When in doubt, contact us through Email or call us at (808) 928-0550, Monday-Friday, 9am to 4:30pm Hawaii Standard Time.

 

CAN I RETURN MY ORDER?

We can’t accept returns on coffee due to its perishable nature.  However, we want to make sure you are completely satisfied. If you have any issues with your coffee or coffee treats, or if there are errors in your order, please contact us at (808) 928-0550 or Email: sales@kaucoffeemill.com within one week of receiving your order. We would be happy to discuss a replacement for you. Note: All Sales Final on Sale Items! We are unable to issue refunds on any items that are on sale.

We will gladly accept returns or exchanges on defective or unused souvenir or apparel items. If your souvenir or apparel is faulty, we certainly want to make it right. On the other side of the coin, we can’t accept returns on used items that are in working order. Please be sure all items (non-coffee) items are returned or exchanged within 30 days of the purchase date. Items purchased online can be returned or exchanged through the mail or in store. Refunds are determined on a case by case basis.

Email your order number, name, reason for return, and the item and quantity you wish to return to sales@kaucoffeemill.com, or give us a call us at (808) 928-0550 . We will contact you with information on how your return will be processed. Unfortunately, we cannot refund the price of shipping.

 

WHAT IF MY ORDER WAS DAMAGED DURING TRANSIT?

Unfortunately, damage does occur at times during transit.  This is unfortunately out of our control.  We typically ask for a photo of the damage to pass along to our shipping department in case there is a trend in breakage. Additionally, if the box was also damaged, a photo of that can help us get information to our shipping partners. Please contact us and let us know the original order number and we will figure out the best solution for replacing your order.

 

WHERE IS MY ORDER?

If the order in question is a purchase made while signed in to your Ka‘u Coffee Mill account, you may check on the status of any of your orders after logging in by going to the ‘Order History’ section of your account dashboard. If your purchase was made as a guest user, you can track your order once it has shipped with the tracking number provided in the shipping notification email that is sent to the email address you provided at checkout.

 

HOW CAN I LEARN MORE ABOUT KA'U COFFEES?

You can learn all about our coffee process HereWe use tasting notes on our our website as a way for us to describe nuances in each coffee, noticing things like brightness, sweetness and body. Do not be alarmed if you can’t taste cinnamon or citrus in your cup. Flavor only matters in the context of you.

CAN I CHANGE MY GRIND?

Absolutely! Whatever your grind preference, just let us know during checkout in “Order Notes”. However, we highly recommend ordering in whole bean, as one of the most important variables in producing the perfect cup of coffee is getting the grind right, which is best to do right before brewing.  The minute you grind your coffee, it starts to oxidize which accelerates the aging process. Whole bean coffee has twice the shelf life of pre-ground if stored correctly.

WHAT'S THE BEST WAY TO STORE MY COFFEE?

We recommend THESE popular containers for optimal coffee storage. The best way to store coffee is to store it whole bean (not ground) in an airtight container in a cool, dark place. We suggest that you avoid storing coffee in a fridge or freezer. Moving beans in and out of the freezer every time you make coffee can introduce moisture to the beans, resulting in potential mold growth and degradation of the coffee and its flavor. Similarly, coffee easily absorbs the flavor of things around it. Take care in choosing a container to store it in, and be mindful that storing near odorous foods, spices etc, may change the flavor of the coffee.

WHAT'S THE BEST BY DATE?

Our coffees come with a roast date embossed on the seal.  Best by Date is 6 months from this date.  With our heat sealed one way valve bags, we recommend that once this seal is broken, the coffee is consumed within 6-8  weeks. 

IS YOUR COFFEE KOSHER CERTIFIED?

Our facility is inspected and certified by the Rabbi from Orthodox Union twice yearly.  You will find the OU symbol on all of our packaging and labels.  Our beans are processed and roasted in a facility that handles only coffee beans which do not come into contact with other food products. Additionally, we do not add additional ingredients to any of our coffees except for our Hand Crafted roasts. 

IS YOUR COFFEE GENETICALLY MODIFIED?

While our facility is gluten-free and there is no gluten involved during the roasting or cold brew process, we can’t guarantee that at some point during the life of the coffee bean it wasn’t exposed to gluten. We’ve talked with our in-house Cold Brew and coffee experts, and we think you will be safe. However, Ka‘u Coffee Mill is not “Certified gluten-free.”

DO YOU OFFER DECAF?

We have offered decaf roasts in the past, however with the small customer demand for decaf and the large expense involved in producing decaf roasts, we have decided to not pursue decaf at this time.  Should that change in the future, we would be happy to let you know!

DO YOU FRANCHISE?

We don’t franchise, but we do have a wholesale program. Looking to serve our coffee in your cafe, restaurant or store? Our wholesale program is geared towards independent cafes, grocery stores and restaurants. Find out more by calling us (808) 928-0550 or Email: info@kaucoffeemill.com.

CAN I ORDER A CUSTOM ROAST?

Want your coffee roasted in a special roast just for you? We can do that for you!  If you would prefer a lighter or darker roast than what is currently offered in our SHOP, drop us a note and let us know Email: info@kaucoffeemill.com or call us at (808) 928-0550. Special orders require a 5 Pound minimum purchase and will be roasted to your specifications within a week of placing your order or less.

CUSTOMER FEEDBACK

We always appreciate customer feedback. Quality is enormously important for us, so we definitely encourage you to let us know when you’ve just have had the best cup of coffee of your life or a less than stellar experience. You can contact our Customer Service Team by emailing sales@kaucoffeemill.com or calling (808) 928-0550.  We also encourage you to share on our social media channels: Facebook, Instagram and Twitter.  Your post is always greatly appreciated!

CUSTOMER SERVICE

We take a lot of pride in our customer service team. When you email us at sales@kaucoffeemill.com or call us at (808) 928-0550, you’ll reach a small team of friendly, coffee-loving Ohana (family) that are more than happy to help you. Anyone on the team can help answer your coffee questions. Not sure which coffee to buy? Our team can give you some well-educated advice. We always do our very best to make sure our customers are taken care of.

 

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